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Plan downgrade in Rogers system after service outage was restored in July - now being charged extra

SarahCristina
I've been here awhile

In 2017 I got the 10GB for $60 plan that the Big 3 were all offering, then added a package for an extra 5GB, visual voicemail etc. for a total of $65 per month pre-tax. In 2020 my account somehow got hacked and my phone number got ported out without my consent - Rogers told me that they wouldn’t exactly be able to restore my grandfathered plan (which included unlimited data on social media apps - very important for me since I work in marketing), but they assured me that I’d essentially be getting the same service. Disappointing but I usually never topped 10GB of data per month anyway.

I’ve had 15GB of data for $65 since then and never went over that amount. After cell service was restored in July, my account shows a different plan with only 10GB and now I’m being charged $35 for “extra usage” - only 400MB over my actual monthly limit, which is unfair to say the least. I just moved to a new apartment and didn’t have internet access for a little while, which is why I went over 15GB, but over half a month’s fees for less than half a GB of data is insane - especially if I’m being charged extra for a 10GB plan that I’m not even supposed to have.

Has anyone else had a problem with their plans being altered on the Rogers system after the service outage and restoration?

 

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2 REPLIES 2

Re: Plan downgrade in Rogers system after service outage was restored in July - now being charged...

RogersCorey
Moderator
Moderator

Hello @SarahCristina!

 

We'd be happy to take a closer look to see what is going on! The plan being altered here is likely a coincidence that has nothing to do with this outage. In my experience, it's most likely that you had a 5GB bonus data promo that expired.

 

Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

 

Regards,

RogersCorey

Re: Plan downgrade in Rogers system after service outage was restored in July - now being charged...

Thanks, will do. I was told that the extra 5GB would be maintained as my grandfathered plan could not be restored after my phone number was ported/stolen.
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