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booboo

@rogers.com

[Express] Usage Tracker Odd Behaviour

I use smoothwall right after my modem (not wireless) to track my monthly bandwidth usage (60GB). Rogers usage tracker and smoothwall's monitor have been pretty much identical for over a year but in the last few months, I've noticed small discrepancies. I always check on the last two days of the month so I can milk every mb out of my allowance.

Yesterday though, December 31, there was over a 1GB difference, Rogers reporting I only had 2.71GB left for the month. My smoothwall reported I had over 3.7GB remaining. My eyes were not playing a trick, I checked the logs today and the difference is still there. Anyway, afraid to go over the limit, I only used 2.7GB yesterday. So I check rogers today and they clocked me only using 1.5 gb yesterday, even though I used 2.6-2.7.

So what's my point? Well it seems like Rogers has caught on to my monthly practices, I always manage to use exactly 60GB each month. I milk every mb of my allowance, not because I need to, I do it because I paid for it and will make sure I get every penny's worth. I'm on express and should really get 70gb according to their ads but because I'm stuck on the SB5100 they refuse to give me 70. Anyway back to the point, it seems like they overstated my BW usage on the 31st (up to the 30th) by 1GB so that I would use less and then subtracted 1GB from the 31's usage to make up for the discrepancy so that the overall monthly usage stats are still 100% correct. Anyone else notice something like this?

Even if I sound crazy, what explains the fact that I used up over 2.6gb yesterday and they are only reporting that I used 1.5? Something's not right.

How strict are they on the overage charges? I mean, if I go over by 1GB will they charge me? Or do they ignore it up to a certain point like 5GB? ie, if I use 61GB in a month, will I get billed an extra 1GB overage charge, or are they lenient and only begin at like 62GB?

Is there any point in contacting Rogers and complaining about this? I'm hoping to hear from others who have gone through similar situations and already tried. Is there a particular person/email address/website that will get best results?

I can't believe they sent me a notice on Christmas eve that my rates are going up again. They really are skilled at irritating their customers, huh? I think they could have timed it much better. It's one Christmas present I didn't want. I don't care how they try to spin it, nothing they have done in the past numerous years has made my internet experience better. Sure it's faster but I never asked for it. If I wanted faster I would have chosen Extreme. Lost so many services, went from unlimited to 60gb allowance. All while the cost has gone up by what... over 50% (I lost count).


Epichappy

join:2012-05-14
Kitchener, ON

My father always had this "Rogers is out to get me attitude"

Trust me, they aren't. However they do charge you if you go over their meter yes, it can be only 1GB you still get changed at the rate they declare in the 75% and 100% warnings.

Just call rogers and let them know that your home monitor says one thing and they have a different thing, They usually remove the overage charges... But if you become hostile and say they are trying to scam you then they will be less likely to help you.


Ree

join:2007-04-29
h0h0h0
kudos:1
Reviews:
·Start Communicat..
reply to booboo

said by booboo :

How strict are they on the overage charges? I mean, if I go over by 1GB will they charge me?

In my experience, yes.

said by booboo :

Is there any point in contacting Rogers and complaining about this?

I'm thinking no. They'll probably just tell you that smoothwall is inaccurate, and that the only official measurement comes from rogers.com

yyzlhr

join:2012-09-03
Scarborough, ON
kudos:4
reply to booboo

If you went over by 1GB, and you ask nicely you might get a rep who will just credit you back the $2 to avoid having to explain their position on the matter thus keeping their call time low.



elitefx

join:2011-02-14
London, ON
kudos:2
reply to booboo

said by booboo :

I can't believe they sent me a notice on Christmas eve that my rates are going up again.

Me thinks this is the million dollar statement that a lot of us are curious about.

What rate hikes??? April is a long way off.

yyzlhr

join:2012-09-03
Scarborough, ON
kudos:4

said by elitefx:

said by booboo :

I can't believe they sent me a notice on Christmas eve that my rates are going up again.

Me thinks this is the million dollar statement that a lot of us are curious about.

What rate hikes??? April is a long way off.

Bell is raising rates in January, so I guess Rogers decided to jump on the bandwagon as well. Rates will be increasing effective Jan 24.


elitefx

join:2011-02-14
London, ON
kudos:2

2 edits

Very interesting:

IMPORTANT NOTICE ABOUT AN INCREASE TO ROGERS SERVICE RATES

Please note that the rates for certain cable television, home phone and internet access services and bundles are increasing on or after January 24, 2013. Customers affected by these rate increases have been notified of the specific details of what is increasing by way of bill message or letter.

Affected customers who wish to respond to the rate increase notice may call us at 1 888 ROGERS 1 (764-3771).

Residents of New Brunswick who do not wish to accept any applicable rate increase may choose to cancel the service(s) affected by the rate increase(s). Any applicable early cancellation fee, device savings recovery fee or service deactivation fee will apply.

Residents of Newfoundland and Labrador and Québec who do not wish to accept any applicable rate increase may choose to cancel the service(s) affected by the rate increase(s) without any early cancellation fee by sending us a notice to that effect no later than 30 days after the rate increase(s) take effect, as indicated in the rate increase notice.

Residents of Ontario who do not wish to accept any applicable rate increase may choose to cancel the service(s) affected by the rate increase(s) without any early cancellation fee, device savings recovery fee or service deactivation fee, as applicable, by sending us a notice to that effect no later than 30 days after receiving the rate increase notice.

»www.rogers.com/web/Rogers.portal···idential

Sidenote: I don't think it's an across the board increase. I have 25/2 and I didn't receive a notice. Still don't trust Rogers though. I knew these upgraded tiers would come at a price.



Beermage

@rogers.com

All Internet packages in Ontario (except Ultimate) are going up $3 per month.



elitefx

join:2011-02-14
London, ON
kudos:2

said by Beermage :

All Internet packages in Ontario (except Ultimate) are going up $3 per month.

Said by Yours Truly November 02 2012:

said by elitefx:

Yea, this is just a new spin on Rogers reverse billing that was declared illegal, so many years ago, when Rogers upgraded everyones TV package and we had to call in and cancel or higher fees would take effect without our consent.

You just know, come spring, that Rogers will slam us hard for all these so called new upgrades.

Laughable really, NOT.........

Can I call them or what. Nobody but nobody can predict Rogers thieving ways better than ole elitefx.....

yyzlhr

join:2012-09-03
Scarborough, ON
kudos:4
reply to elitefx

said by elitefx:

Residents of Ontario who do not wish to accept any applicable rate increase may choose to cancel the service(s) affected by the rate increase(s) without any early cancellation fee, device savings recovery fee or service deactivation fee, as applicable, by sending us a notice to that effect no later than 30 days after receiving the rate increase notice.

Now THAT is interesting. Wonder if that is actually legit or just a typo.

Also, everyone knew price increases were coming, it's become a timeless tradition.


elitefx

join:2011-02-14
London, ON
kudos:2

said by yyzlhr:

Also, everyone knew price increases were coming, it's become a timeless tradition.

Yea, but a $3 hike 9 months after a $2 hike. That's pure friggin' bullshit. That little escape clause Rogers is offering in Ontario is just to beat any reverse billing accusation that may pop up. Rogers, without YOUR permission, upgrades YOUR service then bills you for it. THE VERY DEFINITION OF ILLEGAL REVERSE BILLING.

IMHO It's illegal in Ontario to give somebody something they never asked for then demand payment for it.

F#cking Rogers eh?

yyzlhr

join:2012-09-03
Scarborough, ON
kudos:4

I think the term you're looking for is negative billing. Reverse billing is used to describe charges for SMS/voice calls where the recipient pays for the charges.

Negative billing implies they added something without your permission, but you have the option to remove it to bring it down to the previous price point. This is not the case here. I don't think there's anything illegal for a business to raise prices and provide notice that they are doing so, and offering an option to leave.



elitefx

join:2011-02-14
London, ON
kudos:2

said by yyzlhr:

I think the term you're looking for is negative billing...

Much appreciated. And IMHO you are correct. Rogers may not??? be breaking any laws, but as usual, they walk a very fine line in most people's judgement. 'nuff said by me.

resa1983
Premium
join:2008-03-10
North York, ON
kudos:10
reply to yyzlhr

said by yyzlhr:

said by elitefx:

Residents of Ontario who do not wish to accept any applicable rate increase may choose to cancel the service(s) affected by the rate increase(s) without any early cancellation fee, device savings recovery fee or service deactivation fee, as applicable, by sending us a notice to that effect no later than 30 days after receiving the rate increase notice.

Now THAT is interesting. Wonder if that is actually legit or just a typo.

Also, everyone knew price increases were coming, it's become a timeless tradition.

Probably dealt with too many CCTS complaints last year.. Each of those complaints costs Rogers money due to investigation, etc.

Probably easier to just let people out of the contracts than keep paying for thousands of investigations by the CCTS, because you just know that a ton of those complaints were about yearly increases, despite being on contract... And contracts usually state no rate increases for the duration of the contract.
--
Battle.net Tech Support MVP


booboo

@rogers.com
reply to booboo

Thanks for all the replies. I guess the best I can hope for is that this issue doesn't happen again or often.

I figured as much that complaining about with them will only frustrate me. I was trying to get a sense of how common or uncommon something like this was but I guess most people don't monitor or keep track of Rogers usage tracker.

Sure they have all the technology to make sure you're not using 1GB over your allowance, but when things work in their favor, they can't monitor it themselves and play dumb.


booboo

join:2013-01-31

1 edit
reply to booboo

Well it's the end of another month and it happened again, but it's worse this time. This time there is at least a 2GB discrepancy. I really don't know what's going on and it's really frustrating me.

Are there any other reports of others finding discrepancies? Or am I the only one who keeps an eye on this stuff? I've been using the same setup for years and ever since Rogers implemented monthly bandwith limits, Smoothwall and Rogers were identical in their reports. It's just been the last 2-3 months were it's begun to go askew, always with Rogers overstating BW compared to Smoothwall.

If someone were flooding my IP from the outside, could that account for the extra bandwidth that's not travelling across my SW?

I'm just trying to find a reasonable explanation why the numbers don't add up. A 100MB discrepancy is understandable but 2GB? That's over 3% of my BW allowance, or practically 1 day'ss worth of BW gone!

Edit: An idea came to mind, two days ago I was experimenting with Windows Remote Assistance on two computers at home. I was trying out the Easy Connect feature, which uses Windows Peer-to-Peer network. I guess because both computers were on the same network behind the roger's modem, it was having a hard time connecting to each other. I could hear the hard drive on my smoothwall churning away constantly. I never took a look at the network activity lights but from the constant noise coming from the smoothwall hard drive, I guess it was busy being flooded or denying packets or something. The firewall is set to drop packets, so if this were the case, when packets are dropped, I guess it doesn't count that as bandwidth? The firewall seemed busy for hours, because I think I forgot to stop the connection attempts on one of the computers. So the firewall was busy for a couple of hours. Well, I'm going to have to just take this as a possible cause of the discrepancy and hope next month things will be right.