Temporary Suspension on Ignite

[igcg53]

I've recently tried to temporarily suspend my TV and home phone for 3 months, while keeping my internet active. As you can appreciate in these days of "smart" technology things such as furnace monitoring and security depend on the internet connection.

Surprisingly, I was told that since I had an Ignite bundle I either had to suspend all or none of it. Clearly this is a stance that isn't customer friendly and is out of touch with the world we currently live in.

The Rogers website says that internet = 50% to 53% of most bundles, so just pick a % add $10/month for each suspended service and your done - right?  Apparently not. The solution of non-suspension amounts to a pricing surcharge.

Am I alone in feeling this makes no sense?  I know from my own career in business that virtually all such policies are management driven.

How can these concerns be elevated to Roger's management?  Last year's outage was one thing, but this is something easily addressed IF there is real concern for the customer.

THOUGHTS??

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[57]

@igcg53 If you do a quick search for this topic in this forum you'll find several previous threads.  With Ignite, all services (TV, Internet, Home Phone) are IP (Internet Protocol), therefore if the Internet is down, all services are down. Conversely, if Internet is up, then TV and Home phone are "up".  It is my understanding that with this technology, it is not "easy" to separate out TV and Home Phone, so this is not simply a business decision, it's also technical.

Although there is probably some demand for this feature, it's probably not at the top of Rogers' list.  Also, some people make use of TV and/or home phone (and/or/download and go) while travelling.

If you travel enough to make it worthwhile to cancel say TV and/or home phone, then you will need to cancel everything with Rogers and resubscribe when you return. During this time, you will need to utilize another internet service provider - perhaps at fairly low cost since you won't require much bandwidth for the various Internet connected devices.

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@57 wrote:

@igcg53 If you do a quick search for this topic in this forum you'll find several previous threads.  With Ignite, all services (TV, Internet, Home Phone) are IP (Internet Protocol), therefore if the Internet is down, all services are down. Conversely, if Internet is up, then TV and Home phone are "up".  It is my understanding that with this technology, it is not "easy" to separate out TV and Home Phone, so this is not simply a business decision, it's also technical.

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It's not just that; it's how Rogers structures the bundle and how the services are set up in their billing system.  Ignite TV and Internet are tied together and cannot be separated.  If you should ever need to upgrade either component, you will need to subscribe to a new in-market bundle.

Recently, Rogers offered a faster Ignite Internet tier.  For anyone who wanted to upgrade to Ignite 1.5 Gigabit Internet, they could not just upgrade their Internet speed; they had to upgrade to a new bundle.  They also could not keep their old grandfathered Ignite TV plans.

If you have Ignite TV and Ignite Internet and want to drop your TV service, you will need to drop both and resubscribe to a new Internet-only plan.

If you have Ignite TV, Ignite Internet and Ignite Home Phone and want to drop your TV service, you will need to resubscribe to a new Internet-only plan, and you will also lose Home Phone because that service (currently) can only be added to an Ignite TV + Internet bundle.

Similarly, that is also why suspending Ignite services is and all or nothing prospect.  You cannot (currently) suspend Ignite TV only.  The only thing that you can do is unsubscribe from Theme Packs and other add-ons to reduce your monthly bill.

[igcg53]

Thanks, this is quite helpful