Example: I'm three days from the end of my billing period, and I need to decide if I should cut back on my usage.
Rogers Customer Service says "It's easy, just go check your usage"...
I see I have 19GB left - but what does that mean? If I've used 10GB today and 10GB yesterday, I'm already over my limit, but don't even know it yet - and I still have three days go go!
However if I've only used 3GB today and 4GB yesterday, I have (19 - 7) / 3 = 4GB per day to spend for the next three days - yay!
So as you can see, the 48 hour delay puts Rogers "Usage Monitoring" in the stone age. It's very very simple to be completely bushwhacked by overage charges at the end of the month - you saw my example where it's not possible to know whether or not I am able to watch Netflix etc. without extra charges. And that's with one fifth of my 120GB bandwidth remaining for less than a fifth of a month - a very typical case.
It is NOT technically difficult to reduce the latency. I'm a software engineer and web developer. I know if you have data tracked on a per-day basis, you could poll this data at any desired rate. It just costs computation time. Changing to every 6 hours would drastically improve your consumers ability to use your service.
A 24 hour delay is even "reasonable" - getting performed just after midnight. However there is NO excuse I will believe, which explains how it could take the following 24 hours to "process the results" and present them (for the total 48h delay).
A modern ISP would display up-to-the hour or better usage monitoring.
TL;DR Consumers can't make informed decisions with the internet usage monitoring having a pointlessly long delay of 48 hours. My idea: Fix it! Reduce the delay for processing to every 6 hours.
Often Rogers customers receive suspicious emails, apparently from Rogers, including links to log into their accounts to perhaps update their information. Also, we sometimes see popups inviting us to participate in a Rogers survey. I would like to see something in emails from Rogers that would assure us they are legitimate. I would also like to see a prominent link on the Rogers page where customers can report such scams and suspicious communications.
Most of us are well aware that Rogers has pretty well completed the analogue to digital conversion. For customers without a regular digital STB, Rogers has been providing standard definition DTAs (DTA50) for some time. While these boxes are great in that they allow customers to continue receiving stations that would have been lost due to the digital conversion, the fact is that they are standard defintion boxes.
My recommendation is that Rogers also make available to customers an HD DTA. Cisco definitely has one such device - the DTA170. Details can be found here. For many customers, especially those on basic cable, the expense of a regular HD box is just a little too much. Not everyone needs a Nextbox. With older CRT TVs falling by the wayside and most customers replacing these with HD TVs, the option of an HD DTA would at least allow customers to enjoy their HD TV the way it was meant to be enjoyed. This DTA170 operates pretty much the same as the DTA50 (no bells and whistles like the interactive guide) but it can be hooked up with an HDMI cable for HD TVs.
How about it Rogers?
I think that Shomi should be offered at a lesser price for Rogers customers who already subscribe to both tv and internet, seeing as customers who just have internet can get it, it doesnt seem quite fair that those of us who pay for a tv subscription as well should have to pay as much for shomi. Bell offers crave at half the price of shomi, due to the fact that they require a tv subscription. I would consider keeping my shomi subscription if it did not cost so much per month, i already pay for a VIP tv subscription and unlimited internet.
As good as your Nextbox decoder boxes are, they're still limited and have disadvantages:
1. We're forced to buy one for every TV in our house
2. we can't play back recorded shows from the PVR on tablets and phones.
3. we can't watch all channels on tablets and phones
4. The boxes have no support for media from other sources. (i.e. no integration with third party media centre software)
It would be great if Rogers could partner with SiliconDust and make a compatible version of the HDHomeRun, or better yet, support the CableCard standard so the customer can choose their own boxes. That way the customer can view the channels they pay for in the manner they see fit.
Why is Roam Like Home available only to Share Everything customers? It's a simple and easy understand way to roam that every Rogers customer should have access to, especially business customers.
Today Guiness World Record was achieved by Rogers in area of customer service.
For the last few months my bill issue with Rogers is wrong. .Every time I receive the bill I call and after lengthy waiting time They fix the problem and promise that will not repeat. Next month is the same story. And this month.... Surprise surprise bill was wrong again. To continue tradition I called them again. Today my waiting time was over two hours and was disconnected twice.
My idea is to send them the invoice for my time.
Currently the transaction history only shows the latest 60 transactions. This is, for me, a page mostly full of zeros for my texts. I can't "see" the transactions that have caused my balance to go down. The history should go back 60 days, not 60 items. Thanks!
For people on the Pay As You Go plan (for example 15.75 a month) then there should not be a required top up on the expiry date is there is enough in the account to pay for the next month. From my understand, if I want to use existing account funds to pay for my next month, I need to go to a Rogers Kiosk and ask them to call Customer Service, to use funds in my account for the next month's payment. Why? If I don't go to a Kiosk in person, my entire account balance is lost and my account is closed. This is my understanding of the facts. Hard to get good info, when different answers come from different people. So my idea is that if there are enough funds in the account to cover the next month, it should NOT be closed. Thanks!
1. Keep appointments with customers - do not schedule an appointment and not show up
2. Work with reputable sub-contractors - Ensure that subcontractors are fully qualified to perform cable installation and do the job right in the first place (our tech did not do the installation properly and we had to have a second tech come out and do it over again).
3. If you have a service like a "Move Conceirge", ensure that the person assigned to you is actually working during regular business hours.
4. Shorter waiting times to have a tech come out for installation jobs - sorry, but waiting a week for a tech to come out and fix something isn't going to cut it these days when you need internet for work
Currently the only link I can find to the remote PVR manager is under my accounts and then into the detail of the TV section. Ideally it would be put somewhere that can be used with a Windows Short Cut and then prompt you for your user ID and Password.
The remote PVR manager is a very nice feature. I can't think of a reason it is buried so deep when its image is one of the best marketing features of the Next Box 3.
I'd like to see Rogers offer an enhanced DNS service that would block known MALWARE web sites, pornography sites, etc. A similar service to what is offered by third party services like OPENDNS, however without the commercials or adware.
There would be several levels of offerings:
A free offering that would provide basic DNS service but with basic blocking services
Billable enhanced services that would allow user configuration of which category of sites to allow and those to deny, etc.
This is another potential source of revenue for Rogers, and would go a long way in helping to protect Rogers internet client community from increasing malware, dangerous web sites, identify theft, etc that is more global and not device driven.
While it might result is some reduction in revenue from overage charges, it would likely go a long way to improving customer satisfaction:
Between that and inflexible customer service I'm now preparing to go elsewhere.
I currently have two TVs using the DTA50 digital adapter, a 22" Seiki and a 32" RCA. While the Seiki may be an oddball brand, RCA is as common as dirt. However, neither one of these TVs can be turned on and off using the DTA remote after numerous attempts to set it up per Rogers instructions or those UEI site.
As time passes and more new TVs come on the market, I can see this situation getting worse, not better. If a Harmony universal remote can be programmed to control any device, why can't the DTA50 remote? I can imagine that as analog gets replaced by digital, there will be more and more people needing these digital adapters to access basic cable. Many of these people are senior with sparse technical skills and I can see them getting very frustrated having to keep track of and using two remotes.
Please, Rogers, implement a program for updating these DTA50 remotes to work with all TVs, past present and future.
1. Have 2 choices when you start your recording late:
-Record from the start of the show with the help with your rewind live tv technology
-Or, Choose to record at the time you pressed REC on the remote.
2. Answers call on your TV (TV answer call). While its already pretty good that they have TV call display, why not upgrade it by answering the calls on your TV? Its just like a cordless phone. Also, when it displays the caller, it should be like this: http://communityforums.rogers.com/t5/media/gallery
3. TV call display/TV answer call using wireless? So if someone calls via your wireless device, and its the same account with the TV, there will be TV call display and TV answer call!
4. Reminders app. Its useful if you want to set a reminder so you wont forget that thing when your watching TV.
5. Glowing remote. It will be useful because if watching TV in the dark and you dont want to press the wrong buttons on the remote.
What do you think?
With the beginning of the new TV season, I've started to schedule recordings of my favourite shows using the "first run on this channel" option. Even though this option has been found to be unreliable for whatever reason, I was getting tired of missing scheduled recordings using the "this day, this channel, this timeslot" option because of the many times show start times were getting jerked around by 1 minute, resulting in missed recordings.
It seems the only reliable way of not missing a show might be to record "on this channel at any time". But therein lies another problem, ending up with a multitude of duplicate recordings to delete. This would not be so bad if Rogers identified series in the description with the season and episode number. This is so simple, it's a mystery why Rogers won't do it. Just look at the TV listings on Yahoo Zap2it. All series are identified that way, so that information can't be hard to get. There have been many complaints and discussions over Guide Info descriptions. They're either too brief, or have too much irrelevant information. Putting the season and episode number at the beginning of series descriptions should be a no-brainer.
**edited labels** ~RogersMargaret
Over the past couple of weeks, the internet usage stats page has been unavailable more often than not. Opening a chat session to ask about the outage results in conflicting information being provided by the first level support people. Invariably, the first reply is that the system is being "upgraded" and will be available "this afternoon". Then, when it is not available at that time, the next chat session provides that the system is "down for maintenance" and will be available "sometime later today". When that deadline is missed, the next excuse is that the "system is having technical difficulties" and will be available when it's available.
Since my usage stats do not match those provided by the monitoring app that Rogers tech support told me to install, and since I have a cap, it is important that I can monitor my usage stats so that I can report any discrepancies promptly.
My idea is that Rogers should provide their first line chat staff with true, accurate information on when the system will be available. Rogers should also provide this information by a broadcast email.
Further, if a customer goes over his usage cap while the system is unavailable, Rogers should waive all overage charges for the days that the system was unavailable.
We’re looking for your input about how we can improve our service and support experience.
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