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Bandwidth Caps Increased; Need New Modem?

Styan
I'm Here A Lot

I noticed the other day that Rogers has increased the bandwitdh usage caps on several of its packages.

 

As an example: The Express package, that I subscribe to, used to be 60 gb/month is now 70 gb/month.  

 

When I noticed this, my billing period was going to roll over in a few days, so I checked MyRogers to see if my service level was increased, to my surprise, it was not.  When I called Rogers to ask about getting the 70gb cap, I was told I would have to upgrade my modem.  While I understand newer hardware is probably required for the faster speeds of the Ultimate packages, what I don't understand is why I need a new modem to attain the amount of usage that Rogers is offering.  In my current configuration I can "use" the internet just fine.

 

Has anyone else had this experiance, or get a good explanation as to why you need a new modem to get this level of service?

 

Looking forward to hear people's input/stories,

 

Styan

 

PS.  I did a quick speed test right after my call with Rogers Customer Support.  I achieved the full 18Mbps as advertised, on my Motorola Surfboard modem.

 

 

***edited labels***

87 REPLIES 87

Re: Bandwidth Caps Increased; Need New Modem?

jays77
I'm a Trusted Contributor

Ten dollars is not too bad for unlimited bandwidth, but unless you have the required three services with Rogers $30 + plus monthly fee + tax is IMO quite pricey.

 

Also if you have a modem that works quite well and no need for higher speeds, why should you have to pay more for a new modem just to get 20-30gb more bandwidth.  If they can track and charge for going over the allotted band width, it should be a simple matter to charge a modest amount for going 20-30gb over what your plan presently allows. Instead of the  $2.50 - $4.00 per gb they now charge lower the cost to something like. $1/10gb.   Extra bandwidth, reasonable cost and you get to keep your present plan and modem.

 

Re: Bandwidth Caps Increased; Need New Modem?

welkad
I Plan to Stick Around

an ISP that will go the extra mile to ensure customer satisfaction

Re: Bandwidth Caps Increased; Need New Modem?

Frazzled
I'm a Reliable Contributor

@welkad wrote:

an ISP that will go the extra mile to ensure customer satisfaction


I can only assume you are not talking about Rogers! Smiley Wink

Re: Bandwidth Caps Increased; Need New Modem?

TeDD13
I'm a Trusted Contributor

It is actually amazing that Rogers has both very competent helful reps and completely clueless ones. I had several times a pleasure of talking with very knowledgeable reps who were quite knowledgeable and helpful. But they are really rare, unfortunately...

Re: Bandwidth Caps Increased; Need New Modem?

welkad
I Plan to Stick Around

it's not the rep(s) I have a problem with. it's the company's policy to force their customers to swap modems when the customer does not wish to do so. I realize that there are benefits to using the newer modems, but this should be done on a voluntary basis and not on a "my way or the high way" mentallity.

Re: Bandwidth Caps Increased; Need New Modem?

welkad
I Plan to Stick Around

now that I was forced to upgrade to a newer and faster modem, guess what!? my bandwith usage has increased proportionately...bunch of crooks run this company, always looking for ways to make more money.

Re: Bandwidth Caps Increased; Need New Modem?

TeDD13
I'm a Trusted Contributor

welkad:

 

Your usage is not suppposed to increase only because you upgraded the modem. I did upgrade modems many times and never experienced such an issue. If you didn't change your usage pattern I suggest investigating for the purpose of malware, viruses, somebody else is using your wireless, etc.

Re: Bandwidth Caps Increased; Need New Modem?

Hogwash
I'm a Senior Contributor

@TeDD13 wrote:

I find the bandwidth cap question much less relevant nowadays. Rogers gave everybody the opportunity to convert their plans to unlimited bandwidth plans for either $10 or $30 more a month. For people who can really use that bandwidth this is great opportunity and great savings as well comparable to massive overage fees. Anyone who did not upgrade to unlimited doesn not seem to be needing unlimited internet that much and should be fine with capped plan. 


Actually bandwidth caps are more important than ever. Netflix and related activities are the reason. Teksavvy has (I think I read) around 234,000 internet customers. The vast majority are there because of 300GB/Unlimited caps on ALL tiers at dirt cheap prices.

 

Rogers aint offering any sort of a deal. $30 unlimited is a cash grab. Back in the day all Rogers Internet was Unlimited until the new CEO figured it was an untapped gold mine of cash. Rogers pays about 4 cents a Gig so an 80 Gig cap on $54.99 Express is laughable. 'nuff said

Yea I know, this post is total "Hogwash"

Re: Bandwidth Caps Increased; Need New Modem?

I agree that unlimited at +30 is a grab.

it should be +10 across the board, no matter what.

Some people will say its still a grab.. but for most packages, the price +10 is usually within $5 as the equivelent unlimited package with TSI

Re: Bandwidth Caps Increased; Need New Modem?

welkad
I Plan to Stick Around

TeDD13:

 

My computer has not been hacked, nor has the wireless signal. It's simple math, my bandwith limit increased by only 33% but my modem speed increased by at least 200%. To give you an analogy, it would be like renting a car from a company and then deciding that you want to increase your mileage allowance. The company then tells you that you have to upgrade to a car that goes twice as fast in order to increase the allowance (when the two have nothing to do with each other). It doesn't take a brain scientist to figure out that the mileage allowance will be exceeded at a faster pace.

 

I would go on, but I need to disconnect my newer/better/faster modem right now and go back to the Roger's boutique to get another one (because I keep having to reboot it to access the Internet which I almost never had to do before #lemon). My friend is on his 3rd one already, so maybe I should consider myself 'fortunate'.

Re: Bandwidth Caps Increased; Need New Modem?

kgd
I've Been Here Awhile
i've researched this altnerative you speak of. i can get BOTH their 7mps dsl PLUS cable internet, same cable speed, but 300gb/mo usage. for about the same price i'm paying for JUST rogers express...
having both dsl and cable service would provide some sense of uptime security against incumbant shenanigans on the service quality of the reseller. having recently suffered a $3/mo general increase plus being told i have to pay another $3/mo on a docsys3 modem rental to get a few more gig monthly usage is the last straw. i will get the dsl first, when its working, i will transition the cable internet.

Re: Bandwidth Caps Increased; Need New Modem?

kgd
I've Been Here Awhile

she tried to say you "signed up for 60 so you get 60?" well... i signed up for NOCAPS where is my unlimited?

Re: Bandwidth Caps Increased; Need New Modem?

Tim_an1
I've Been Around
Had another of those frustrating experience with Rogers customer service today. I am on what is called the old Express plan with 60GB cap. Last month I clocked 77GB and got charged an extra $30. I checked my account to realize I was being charged price for the NEW Express plan that has cap of 80GB but I can't claim it as I don't have one of their new modem for an extra $8/mo, a modem that the technologists on this forum have clearly confirmed is not needed, but apparently it a company policy. So to sum it up -I need to now pay $8/mo to get the level of service that I am already paying Rogers for. Rogers could have showed true customer service commitment if they simply exchanged my modem saying the new one will enhance my experience. But unfortunately no, and its clear this is one of their cash grab tactics with no care for customers. So after 9 years being loyal Rogers customer, I am forced to look outside.

Re: Bandwidth Caps Increased; Need New Modem?

This issue is a joke.  Rogers is always out for the cash grab and doesn't really care about it's customers, even on their own forum.  Of course the speed of your modem has nothing to do with your data usage, but try explaining that to one of the Rogers cronies.

Re: Bandwidth Caps Increased; Need New Modem?

BlackAdder7
I Plan to Stick Around

Hi all,

 

I'm wondering if anyone has some information about the rogers speeds and setups etc. Here's my situation:

 

Years and years ago I bought a Motorola cable modem because at the time Rogers had a deal promoting people to buy their modems. So ever since then I've been using the Motorola modem with no problems at all and its still working as well as the day i bought it.  I happened to look at their internet pricing lately and noticed that for the $69 range, i SHOULD be getting 120 gb a month of usage. But my monthly limit is 95 gb.

 

i called rogers to ask and they told me the reason I'm still capped is because my modem can't handle anything higher. Now I'm a pretty technical guy so I know that as my modem is older, there may be speed limitations, but I'm happy enough with my speeds that I'm ok with it. But then the rogers rep on the phone told me my modem can't handle more than the 95 gb a month. When I told them "hey that's not true because if I go over the 95 gb, you have no problem billing me for it, which proves that my modem CAN go above 95gb".    Its not like at 95.1gb, my modem breaks down.....

 

Any network engineers out there able to tell me if there is something that my older modem can't handle? I know the Rogers phone "flow chart reader" staff aren't technical but their answer of "the modem won't handle it" doesn't sit well with me. I can't find anyone to tell me WHY it can't handle it.

 

Anyone able to help shed some light on the situation?

 

 

 

 

Re: Bandwidth Caps Increased; Need New Modem?

Ok, hopefully this will help explain things.

Firstly, lets start off with the PLAN.  Like cellular plans.. the internet plans, dont always just EVOLVE. They do ocassionaly, with a free increase in speed, etc..  but are often changed around to completely different plans.  Might be in the same price range, etc.. but is a DIFFERENT plan.  Unless you change your plan, you're usually grandfathering that old plan.

 

So, changing plans.
There is no contract or anything, so you can change plans, at any time you wish.

BUT.. sometimes, there are restrictions... hardware wise.
Now.. these are ROGERS enforced hardware restrictions.... and will explain a bit more why as we go on.

Modems & usage amount, have nothing do with it... reps that say it, are just not informed/trained properly.  Usage could go in the TB potentially on any modem.

Now, could your moterola modem, potentially HANDLE the new speeds?  Possibly.  But.. Can it handle it WELL is the issue.

 

That you are on a moterola modem... you are on a DOCSIS 2.0 modem.  These modems, are a ONE channel modem.

Think of it, like a 1 lane road... not bad overall... but if you get ALOT of people using the road at one time.. it can get pretty crowded.  This is where neibourhood congestion came into play, and was a REAL issue up to a year or two ago.

Enter, the D3 modems.  They released these modems... which how had usually 4 or 8 channels.  Now think of upgrading that 1 lane road to a 4+ lane.  Alot less chance of getting any traffic congestion, right?

Prob about 2 years ago is when this switch was made.  Anyone who chose to go to a D3 modem, got a slight usage increase, and less chance of congestion.
to strengthen the reliability of the network.. a switch to these ones was manditory, the system would not allow the plan to be set without one of them on the account.

 

That comes now to the CURRENT plans.  They just change aqain, around a month ago.
Anything higher, than the 30/5 plan, actually requires a SPECIFIC D3 modem... a 24 channel one.  Again, this in in helps, for at the higher demand speed packages, to eleivate the chance of congestion... more lanes to choose from.

 

 

So in the end... COULD your modem POSSIBLY handle the newer speeds, etc packages? Maybe... but would quite possibly be a POOR experience.
To switch to the newer plans listed,  (120g usage @ $69... your looking at the 60/10 package?) your going to get a big speed increase, along with a usage increase.
BUT, this would require the PURCHASE or RENTAL of the 24 channel D3 unit.

Now, the price listed there... INCLUDED the rental cost. 
If you chose to buy your own unit again.. the monthly fee for the plan, is $12 less.

Re: Bandwidth Caps Increased; Need New Modem?

gisuck
I'm a Reliable Contributor
Or simply put, they are incentivising a better user experience to all customers when it comes to having users change their modems to the latest technology. While it may not look like it to us customers, that's what's happening on the backend of the infrastructure.

Re: Bandwidth Caps Increased; Need New Modem?


@BlackAdder7 wrote:

Hi all,

 

I'm wondering if anyone has some information about the rogers speeds and setups etc. Here's my situation:

 

Years and years ago I bought a Motorola cable modem because at the time Rogers had a deal promoting people to buy their modems. So ever since then I've been using the Motorola modem with no problems at all and its still working as well as the day i bought it.  I happened to look at their internet pricing lately and noticed that for the $69 range, i SHOULD be getting 120 gb a month of usage. But my monthly limit is 95 gb.

 

i called rogers to ask and they told me the reason I'm still capped is because my modem can't handle anything higher. Now I'm a pretty technical guy so I know that as my modem is older, there may be speed limitations, but I'm happy enough with my speeds that I'm ok with it. But then the rogers rep on the phone told me my modem can't handle more than the 95 gb a month. When I told them "hey that's not true because if I go over the 95 gb, you have no problem billing me for it, which proves that my modem CAN go above 95gb".    Its not like at 95.1gb, my modem breaks down.....

 

Any network engineers out there able to tell me if there is something that my older modem can't handle? I know the Rogers phone "flow chart reader" staff aren't technical but their answer of "the modem won't handle it" doesn't sit well with me. I can't find anyone to tell me WHY it can't handle it.

 

Anyone able to help shed some light on the situation?

 

 

 

 


This has nothing to do with the MODEM per se, it has to do with the backend infrastructure which has to be matched with the modem. Yes, your DOCSIS 2 modem, in a lab environment where you are the only person on the node, could do around 38 megabits/sec download speed and about 12TB/month.... but in the real world where that node is shared with a few hundred customers, DOCSIS 2 is an outdated, expensive way to deliver that level of service to you.

 

You bought your DOCSIS 2 modem at the same time my parents did, i.e. around 2003-2004. That's ten years ago. DOCSIS 2 was state of the art back then; now we're moved to 20+-bonded-channel DOCSIS 3 with the CGN3. Things evolve. (DOCSIS 2 gives everybody on your node sharing that channel a total of 38 megabits; DOCSIS 3 can do 20X that)

And as things evolve, Rogers doesn't want to throw money at upgrading the back end for older technologies. (And the back end has to continually be upgraded - overall Internet usage just keeps growing..) But they also don't want to say 'we're shutting down DOCSIS 2' and cause all kinds of grandmothers who use 2GB/month to panic that the Internet is ending next month. (This may seem silly to you, but a lot of people panic at ANY announcement from a provider, particularly the 'you need to do X for your service to continue after day Y' kind.)

 

So, the solution that Rogers has come up with is to deliberately offer faster/higher-bandwidth-cap service to people with newer technology hardware. They figure that through word of mouth, checking the Rogers web site, etc, higher-usage customers will find out about this and will jump at the chance to get more for less. That migrates the heaviest users to the newest technology, minimizes tech support calls from low-usage users, and creates some breathing room on the older technology's infrastructure for the customers who haven't migrated.

 

And yes, the whole talk about 'modems' is how they've chosen to have their CSRs explain it. For the record, I think it's a poor way of explaining it because it invites your response, i.e. "but my existing modem is fully capable of doing X level of service, you were offering it 6 months ago if I had paid $20/month more." This is not about your modem's capabilities in the abstract.

 

BTW, you may not remember it, but the whole buy-your-modem-and-get-more-speed-for-the-same-$$$$ thing in 2003-4 was motivated by the same thing, i.e. getting high-bandwidth tech-savvy customers OFF the aging Terayon infrastructure onto the shiny new DOCSIS infrastructure quickly. And it worked brilliantly - everyone I knew back then was off the Terayons in a week!

Re: Bandwidth Caps Increased; Need New Modem?

jays77
I'm a Trusted Contributor

That's all fine and dandy but for the customer who would like a bit more bandwidth, but has no need for more speed, it seems a bit wasteful to buy or rent a new modem when the one they have at present is working perfectly if not better than some of the newer modems which seem to have to be in bridged mode and then require buying a separate router.

e.g. I have a SMC8014WG modem/router, It works as well as when I first bought it.  We can use any of our three laptops  on any the of  three floors house in the house with only the rare internet disconnect.

I have come to accept that the amount of bandwidth I get is what I have to live with if I don't want to upgrade.  However, it would be nice to be able to 10-20gb more without having to pay the high cost of going over the mandated number of gb's.  Eventually I will likely have to upgrade to the newer technology, but for now I can get by without the hassle. ... End of my rant.  Smiley LOL

Re: Bandwidth Caps Increased; Need New Modem?


@jays77 wrote:

That's all fine and dandy but for the customer who would like a bit more bandwidth, but has no need for more speed, it seems a bit wasteful to buy or rent a new modem when the one they have at present is working perfectly if not better than some of the newer modems which seem to have to be in bridged mode and then require buying a separate router.

e.g. I have a SMC8014WG modem/router, It works as well as when I first bought it.  We can use any of our three laptops  on any the of  three floors house in the house with only the rare internet disconnect.

I have come to accept that the amount of bandwidth I get is what I have to live with if I don't want to upgrade.  However, it would be nice to be able to 10-20gb more without having to pay the high cost of going over the mandated number of gb's.  Eventually I will likely have to upgrade to the newer technology, but for now I can get by without the hassle. ... End of my rant.  Smiley LOL


 

Except the customer who would like a bit more bandwidth is precisely the problem, depending on WHEN they happen to consume that bandwidth. Networks are somewhat like electricity generation - what matters is having enough capacity at peak times.

 

DOCSIS 2 operates on one, 38 megabit/sec channel that is shared by a whole bunch of DOCSIS 2 customers on your node.

 

Let's say your DOCSIS 2 channel on your node, on an average evening, normally peaks at 30 megabits/sec usage. That leaves 8 megabits/sec spare capacity. All is good.

 

Now, let's say two people on that node decide to watch Netflix streams at that time instead of going out to a yoga class. Assume 4 megabits/sec per stream. Everyone else is doing what they always do. Guess what, now that node is completely congested, and service quality is headed way down for everyone.

 

So, Rogers suddenly has to do something about that. That 'something' requires them to throw money at 12 year old technology (while there might be plenty of spare capacity on the DOCSIS 3 channels)... or it requires them to move people off that DOCSIS 2 channel and onto the more scaleable DOCSIS 3 technology. It's worth noting that in my example, if the two new Netflix addicts move to DOCSIS 3, traffic on D2 drops back down to a 30 megabit/sec peak, and everything is good again. (And if the Netflix addicts realize that they needed a higher month cap... boom... Rogers has just moved them off D2)

 

What Rogers needs is for D2 peak usage to never, ever, ever go up. If it goes up, then they have to throw more money at ancient technology (or contact the highest-usage customers and force them to move to D3). If usage stays constant, the network can keep operating with the existing hardware. If D2 usage goes down, then it's even better, as they can reallocate channels, headend space, etc towards D3.

 

And that's why, if someone wants a 'bit more bandwidth', they want that person moving to the newer technology. And eventually, I suspect they'll decide to shut down DOCSIS 2 altogether, just like they shut down the Terayon system in 2007 or so.

 

As I said in my previous reply, this is NOT about your modem in the abstract, and I really wish Rogers would find a different way of expressing this. But then again, they don't want to remind their customers of how shared cable Internet is...

Re: Bandwidth Caps Increased; Need New Modem?

VivienM
I'm an Advisor

One random other thought: I think the new practice of including the modem rental in the posted monthly price is a step in the right direction.

 

Part of the problem is that under the old pricing structure:

1. Newer technology modems visibly cost more to rent.

2. There's an obvious incentive for buying modems.

 

Both of which quite understandably lead customers to want to keep their old-technology modems until Rogers subcontractors pry them out of their cold offline hands... or until Rogers really makes them an offer they can't refuse. (150 megabits on the CGN3 and 3X the monthly cap for the price of 35-45 on older gear?)

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