I'm just coming up to 6 months on Rogers ... and it's been interesting ... but to honour this occasion, I received a letter quoted in my reply below.
I know a lot of people here think I'm pro-ISP, but I just see what's happening to the industry. That said, there are a lot of things that would make any broadband ISP better, and this reply reflects the things that would make Rogers a lot better.
Dear Brad Munro,
>Dear Stuart Brook ,
>Thank you for being a Rogers Hi-Speed customer. You are >among over half a
>million people who enjoy Rogers high-speed cable access to >the Internet. And as
>someone who has been enjoying high-speed Cable Internet >access for the last six
>months, youll probably agree with many of our other >customers that youll never
>go back to dial-up.
Thank you for spamming me.
Thank you for increasing the rate "to include the modem rental" and yet still leave the option open on the bill to include modem rental again at some later date.
Thank you for provisioning my circuit at 1.5Mbits/sec:384K (down:up) speeds when other areas are provisioned at 3Mbits/sec:500K
Thank you for not announcing, but sneakily reporting the new HiSpeed internet speeds on your web site under the comparison between HiSpeed and Lite services, that you were recently provisioning circuits at 1.5/192 One wonders how long it will be before my circuit up load speed will be reduced.
Thank you for messing around with the idea of caps which it is widely reported will be not dissimlar to Sympatico's low caps, with punitive overages.
Thank you for misleading advertising which suggests the use of high bandwidth content and yet without talking about the caps that will severely limit this use.
Thank you for misleading advertising which suggests speeds up to 100 times the speed of dialup, and yet giving a speed under half that. Can you imagine advertising a car that can go 100 MPH and typically only goes 50 ?
Thank you for this misleading letter which suggests that all the broadband content of the internet is availabe with a click, without regard for the cost.
Thank you for not providing a dialup service or affiliating with a dialup service to provide some kind of back up for when HiSpeed is down, or when travelling.
Thank you for a broadband access site that is of no real use to me.
Thank you for not providing a package of 3 IP addresses included like Cogeco.
Thank you for customer support that is very frustrating to deal with (especially by mail) since if it's not an obvious problem you have to fight tooth and nail to get resolution, because they don't read the history of the problem.
Thank you for support that says "if it's down" ... "If it's not back in 24 hours, call us back". I'll admit that's an improvement over the old 48 hours ... but it's still ridiculously long.
Thank you for spamming me with the ad for photolab which you mention again here.
Thank you for "bundles" that are of negligible benefit to most users and are very confusing ... since vip customers on bundles don't get the terminal.
Thank you for outlawing the even temporary use of servers to transfer files between users. While one can understand the need for a limit on open servers like FTP servers, a temporary FTP server up only for the duration of a transfer should be permitted provided the user is within the bit caps. Similarly, Telnet servers should also be permitted, since that is normally a terminal, low bandwidth requirement.
>Thats because, with Cable Internet access, you:
>- Experience high-speed Internet access, which allows you to >do so much more. Fast.
>- Save money because you dont need a second phone line.
>- Enjoy unlimited access. No watching the clock or paying >for extra hours on-line.
>- Its easy and convenient because of the instant connection >- no dialing-up or
>Were committed to continually making the service better for >you. For example, weve
>launched a new content site at >http://www.HiSpeed.rogers.com. This site offers the
>ultimate on-line experience by connecting you to the best >broadband content available.
>As a Rogers Hi-Speed customer, you can access this unique >start page, which
>consolidates the best rich media content available on the >Net. Whether its movie
>trailers, MP3s, original on-line programming or on-line >games, we put them right at your
>fingertips. Just click and GO!
>And thats not all. With Rogers Hi-Speed you receive more >than an Email address and
>access to the Internet. You get:
>- Up to seven Email addresses
>- Access to WebSpace, to create your very own web site
>- Access to your email address via WebMail (from any >internet accessing computer)
and click on Member >Services at the top of the page
>for more information about these services. We also >encourage you to visit our
>customer support site at »rogershelp.com/help/
. At >this site youll find
>information about the service, including: on-line user >guides, network news, and contact
>An additional Perk of subscribing to Rogers Hi-Speed is our >teaming up with Photolab to
>provide you with an offer that allows you to turn your >digital images into actual prints.
>Order today and save 20% - that's only $0.39 for each 4x6 >print.
>Click here to go to our unique content site for your Perk!
>Once again, thank you for choosing Rogers Hi-Speed. If we >can be of assistance or if
>you have questions, please contact us at >email@example.com.
>Vice President & General Manager,
I understand fully the business need for raising rates and bit caps and to a lesser extent for bit rate caps.
If I may offer a suggestion on the matter of bit caps ...
5GB down is too low given the content of the net today.
8GB down would be more reasonable with 2GB up
A 50% "overdraft" amount on down and uploads at a cost of say $2 per GB
above 50% down at a more punitive rate
A 50% "carry forward" of unused bandwidth below the cap for one month only. e.g. I use 4GB this month with an 8GB cap. This permits me a carry forward of 2GB to next month to reducee the "overdraft" charge.
This would permit an underlimit user the occasional overlimit without penalty.
The speed issue is a frustration, and looks like an attempt by Rogers to simply add more people to nodes without splitting the nodes. The bit caps would go a long way already towards solving that problem without the speed cuts.
Overall, I am only just satisfied with Rogers HiSpeed.
I can operate at Lite speeds or dialup speeds (although I don't particularly want to) - but don't kid yourself - as employers would say "You only *think* you're indispensible".