1 ACCEPTED SOLUTION
Accepted Solutions
@AmandaMcGarity wrote:
I have not yet received a rebate on my account for the inconvenience the outage caused me. When can we expect to see it?
See: https://www.rogers.com/support/outage
ℹ️ UPDATE: We will be automatically crediting customers with the equivalent of five days service fees on their August bill. -- Learn more >
You have not seen this credit because it has not been applied to any of our accounts yet, and will not until next month.
- last edited on by
RogersTony
Most contracts do not compensate for what's called consequential damages:
Paragraph 9 c i of the above Rogers Terms.
I believe the latest compensation is 5 days, which means if your bill is $200/mo, you'll get around $33.
- last edited on by
RogersTony
Another thing to keep in mind is that the major service providers typically do not provide any SLAs or assurances for residential services. The only consequences that they face for a major outage is that their customers may leave. (To a certain degree, and especially with residential Internet, they also count on the fact that their competitors often cannot provide a comparable level of service in a given area and that their customers will not leave because they have no viable alternatives.) If a given service (Internet, Home Phone, Mobile, etc.) is critical to you personally or to your business, you need to seriously consider options for redundancy and obtaining critical services from multiple providers, essentially buying down your risk.
When I did systems and network design for my financial and large-enterprise clients, I had to look not only at having multiple service providers but also needed to consider the hubs/COs/data centres that circuits and services were provisioned out of, where the fibre runs were, where they were getting power from, etc., and architecting/designing/engineering (and testing!) redundancy, diversity and recoverability into any business-critical solution. Business that cannot afford to go down need to do this stuff properly, and that includes selecting service providers that can live up to their contractual commitments.
When you or your business are running on residential services, the options for maintaining high-availability are limited, especially when those services have multiple single points of failure. I have experienced multi-day outages from both Bell and Rogers, and a sustained power failure can easily cause a total loss of service, even when you have adequate backup power within your home.
The service providers cannot and will not provide any uptime commitments for residential services, and the only compensation that you can really expect is a refund for the time that the service was severely-degraded or unavailable. Nothing more.
Your post was probably moved to this thread where we mentioned that there will be a 5 day credit, which will likely be applied in the August bill. If you have an outstanding bill, I suggest you pay it, otherwise you may be on the hook for late payment and or interest.
-
21306 views
-
34 Likes
-
-
