Data overage consent for Rocket Hub?

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I'm Here A Lot
Posts: 7

Re: Data overage consent for Rocket Hub?

The worst part about it is that not all the agents are trained or informed that this is an issue. It takes me no less then an hour of being on hold and having to make multiple calls to them to get it to reset. Agents seem to be dead-set that I went over all my data so it won't work again till next month, or that it is a roaming block that was put on my account so just reset the modem and you will be fine. It is infuriating!

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I Plan to Stick Around
Posts: 8

Re: Data overage consent for Rocket Hub?

yes rogers should inform their employees on what to do and all their customers should have been sent an email to tell them this might happen  instead of us running around trying to fix

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Moderator
Moderator
Posts: 2,263

Re: Data overage consent for Rocket Hub?

Thank you very much for your feedback @victor4 & @pembrett!

I understand the inconveniences this matter may have caused you.

 

We value your input very much and we will forward your comments to the appropriate party for review.

Making sure that our representatives are aware of issues of that nature is and will remain one of our priority.

 

Thanks again!

 

RogersMaude

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I Plan to Stick Around
Posts: 8

Re: Data overage consent for Rocket Hub?

I wanted to share my recent experience with my Rogers Rocket Hub/Mobile Internet Service.  I want to thank Jadeleaf and Wobbletop for sharing their recent experiences and frustration with the "new", sudden data cut off that Rogers has implemented based on the new CRTC rules with $50 over charges on Flex plans.   Here is my experience(s) and I am hoping someone else will share the story so that Rogers can come up with a better "fix" on their part:

1.  I have been a happy Rogers Rocket Hub user (on their FLEX plan) for 3 years and I can say honestly say that I maybe needed to restart my Rocket Hub modem maybe 5-6x over those first 3 years.  I typically used 30GB/month on average and would be billed accordingly ($110 for up to 50GB of data)

2.  I use our Rocket Hub because our current business plaza is not connected with proper cable/wire/high speed internet service.

3.  At the end of January 2018 our internet stopped SUDDENLY without any Warning.  We attempted to restart our modem without success.  We contacted Rogers only to find out that we needed to "agree/accept" to the $50 over charge fee and our internet data would be turned back on.  Well, it didn't turn back "ON".  We attempted to disconnect and unplug and remove the battery approximately 60-70x. After cycling the power on/off, we would be "ON" for 20-30 minutes and then "OFF" again.  We spoke to numerous agents (both by phone and via online chat) and were told many DIFFERENT solutions: 

(i) go to rogers.com/m/dc and "accept" the charges; some agents would tell us to turn "wifi" OFF on a tablet or smart phone or computer connected to the HUB.  It sounded simple enough, but this back-end message wasn't always readily available, and remember, the data was cut off so we didn't have access to the internet.  So again, we aren't sure to connect to the rogers.com/m/dc with the "wifi" ON or "wifi" OFF?

(ii) we were told it sounded like a hardware issue.  Rogers issued us a new Rocket HUB (remember: for the previous 3 years we had very few drop outs). We received our new Rocket HUB.... and the same issue continued.  Drop out and connection IN/OUT.  We again, had to turn the HUB off, unplug, remove the battery and wait and hope we would be back up and running.

(iii) Agents always asked us how our connection was.  We have a Rogers tower less than 100m from the outside of our building.  If I could, I would be able to run a direct wire from their tower to my office!

(iv)  Another agent stated that it sounds like the SIM card needs to be replaced.  So, off we went to a Rogers store to get a new SIM card. Unfortunately we faced the same situation..... connection dropped .... again, we were told to unplug the HUB, power cycle it and remove the battery.

(v)  Similar to Wobbletops experiment, we were told by an agent that we should call in to Rogers at the beginning of the cycle to "accept/agree" to the new $50 over charge and we would not run into the data being cut off.

(vi) When we called in again to another Agent, we were told that calling in ahead of time to "agree/accept" the $50 data charge would not work because we are "answering a question that hasn't been asked yet".

4.  I read in a post somewhere in the Forum of a person having connection issues.  That person stated that when they went into the Rocket Hub Panel (ie. by typing 192.XXX.X.X.) into their browser, and typing "admin" into the Rocket HubPanel (go to Settings..... Network .... and changing the connection from "Automatic" to "4G") .... they had a better connection.  I can honestly say, that after I forced the Rocket Hub in a 4G connection (and NOT automatic) we have been much more stable with our connection.  However, our Speedtest.net download and upload speeds have slowed.  We do not care about streaming, Netflix or Youtube, so having a connection of 14mbps download and 8mbps upload, works just fine for basic internet searches and emails.

5.  Here is where the major Problem with the new DATA cut off ..... IT is UNPREDICTABLE!  It states that the data cut off should occur at $50 over the plan.  I would say that I pay $60 for 5GB and I would EXPECT this new data cut off to occur at the $110 mark (at approximately 20GB).  But this is not the case!  We recently had a data cut off happen at the beginning of this month! (the previous cycle was over, and we were 3 days into our new cycle and only 500mb into the new cycle ..... and suddenly ..... data cut off!).    Here is what we did:  we went to the rogers.com/m/dc page to "accept/agree" to the new charges (again with difficulty, because the page wouldn't load automatically and we tried wifi "on" and wifi "off" on our desktop computer) .... We clicked "accept" and the data was turned "ON" again.  However, it was intermittent (again).  It went "on" for 10-15 min, and then went "off" again .... and then came back "on" again.  Here is the thing, we didn't cycle the HUB on/off ..... Some agents said we had to turn "off/on" the HUB and some agents said we didn't have to turn the HUB "on/"off"

I am sorry for the long post.  I find this new change very frustrating:

* There was no email notification to tell us this happened or was going to happen and how to respond to the changes

* Mobile Rocket Hub users don't get a text/email notification regarding the "accept" charges

* The Rogers online page is 12hrs behind and doesn't give real time data useage

* The data cut off is unpredictable (it has occurred at the begnning of the cycle and at the end of the cycle ... you just never know when your data will stop flowing

* Agents do not have an answer as to why the intermittent connectivity following the "agree/accept"*

* Agents aren't consistent with the message as to when to power on/off the HUB after "accepting"

* Rogers needs to allow FLEX plan users to "Agree" to all charges and opt-out of this rolling cut off (a mobile internet service is NOT the same as a cell plan)

 

Our office is patiently waiting for high speed internet access and we are actively trying to get service to our plaza as soon as possible.  I feel sorry for a customer that is in the middle of an important conference call, or a rural customer who is suddently cut off from their data and then having to wait to be connected.

I am hoping our story will help others here develop a proper protocol as to how to handle this sudden data cut off without interruption.  Everyday we go into the office, we don't know if we are connected or not.  It is a horrible way to run your business.

*** SOMEONE PLEASE OUTLINE THE APPROPRIATE STEPS TO TAKE TO STAY ONLINE, CONNECTED WITHOUT BEING CUT OFF SUDDENLY (ie.  GIVE US A WARNING BEFORE CUTTING US OFF) ..... OR IF YOU ARE CUT OFF, HOW TO RECONNECT SEAMLESSLY AND INSTANTANEOUSLY ***

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I Plan to Stick Around
Posts: 8

Re: Data overage consent for Rocket Hub?

hi I have read your post and can feel your frustration I checked every cable and connection took out battery, reset the hub to no avail yet my phone said I had wi fi but i could not connect with it even with the phone because I have it set up to use wi fi only if it is availiable and not from my data plan. I live in Cobourg and we have a rogers store here so I took in the hub and lucky for me one of the three people knew what was going on and told me about the overage cut off I feel strongly that we should have been emailed about this. I also use about 30 gigs for total 124.50 a lot of money but I have no choice for my location. also I will add they fixed my problem in store and have had no problems since

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I Plan to Stick Around
Posts: 8

Re: Data overage consent for Rocket Hub?

Hi victor4,

I am glad you haven't had connection problems since.  However, it will be interesting to see at your next "data cut off", if you will have re-connectivity issues.

Wouldn't it be nice if you had a warning?

Wouldn't it be nice if you received an email or text notification BEFORE the data being cut off?

Wouldn't it be nice if you could simply agree ahead of time to "accept" data over charges before being cut off?

Wouldn't if be nice if once you "accepted" the data over charge fee, that the HUB would work as usual without re-connectivity issues?

Wouldn't it be nice if all Rogers Agents were all on the same page as to re-connect customers and to properly instruct customers how to respond to this issue consistently?

Today we are up and running, but it will only be a matter of time before we experience a complete "stoppage" in our HUB.

Thanks again for keeping this string going -- someone at Rogers has to find a proper solution to this.

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I'm Here A Lot
Posts: 7

Re: Data overage consent for Rocket Hub?

They still are not aware. They are adamant things are fine or they insist it must be another issue, you can not call in ahead of time. 

 

I have not been able to test going to the page to accept data overages yet. We started shopping around for better service and are close to jumping to a new provider. 

 

Rogers has had ample time to warn and prepare for this. In fact the reason it has not happened sooner was because they got an extension from the CRTC. 

 

Rogers do you really feel this is the best customer experience you can provide? I think it is time to stop pitching the line we will forward your concerns off to somewhere for them to review, and time to react and fix a very obvious issue. 

 

At the very least you could ensure your agents understand this is a problem so that it does not take multiple calls or an hour of arguing to resolve and get back on line. 

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Retired Moderator
Retired Moderator
Posts: 390

Re: Data overage consent for Rocket Hub?

Hey @pembrett,

 

Just to add to @RogersMaude, we definitely understand your prospective and welcome all your input! I'd recommend for you and everyone else in this thread for that matter, to provide your feedback on our Share A Concern site.

 

Kind regards,

RogersCilio

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I'm Here A Lot
Posts: 7

Re: Data overage consent for Rocket Hub?

@RogersCilio

 

 

 

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I Plan to Stick Around
Posts: 8

Re: Data overage consent for Rocket Hub?

pembrett - 

I can totally understand your frustration.  I am surprised that for the last 2 months Rogers does not have a "fix" in place yet.  I, too, have been on the phone and back and forth via live chat with multiple Rogers agents trying to fix the data cut off.  The only solution I have been able to come up with (after trial and error):

1.  go to rogers.com/m/dc (on a tablet, iphone, or desktop computer already connected in a wifi set up (it sometimes took multiple times to try and get onto this "backend" rogers admin page

2.  "accept" the charges

3.  Data flows again (however, intermittently)

4.  Be ready to power cycle the modem (on/off, unplug, remove battery)

5.  Cross your fingers and hope the data is up and running again

(I did find it helpful to go into the admin panel of the modem (ie. type 192.XXX.X.X (your IP address) into your web browser and type "admin" to go into the control panel.  Go to Settings .... Network Settings .... and force the connection into 4G only (away from Automatic) (you do have to "disconnect" or be offline on the modem/HUB to change the network settings)

 

Note: I have been cut off from data at the start of a cycle and at the end of a cycle (it is unpredictable).  Rogers needs to come up with a solution FAST (and I agree with other posts that the cut off should ONLY come into play after reaching $50 OVER the $145 tier (ie. $195) before having DATA cut off (not $50 into the plan or $50 over the $60 tier)

 

** Can someone at Rogers POST a solution PLEASE **