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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?

FormerMember
I'm a Senior Advisor

Rogers is just being plain miserable over this issue! The Motorola Surfboard modem is perfectly capable of achieving the 18 Mbps download speed and you are correct in that the type of modem you have has absolutely nothing to do with with your download limit. When I first got the SB5100, Rogers had unlimited usage!! I have been through the wringer myself on this one, but Rogers steadfastly refuse to provide the higher speed and cap unless I upgrade to a D3 modem. I would have no issues with this if they offered a decent D3 modem, but why should we have to pay extra for a modem that needs to be put in bridge mode so that you can use your own router in order to get a decent wireless connection?

 

By the way, your speed test result is due to Speedboost which provides a temporary burst of speed for the first 10 MB of a download or stream. As a result, the speed test is very deceiving!

Re: Bandwidth Caps Increased; Need New Modem?

But isnt part of their sales thing.. that you HAVE to get the new D3 gateway to GET speed boost apparently?

Re: Bandwidth Caps Increased; Need New Modem?

FormerMember
I'm a Senior Advisor

No - Speed Boost is available to Rogers Internet customers regardless of modem!

Re: Bandwidth Caps Increased; Need New Modem?

Jason2011
I Plan to Stick Around

I actually have an older DOCSIS modem, and while it's not capable of receiving 18 Mbps, it would certainly be capable of using up an extra 10 GB usage cap per month!  How a usage cap can be tied to the modem is so utterly ridiculous. 

 

I spoke with a regular billing person who explained I needed to upgrade to the D3 modem as you said.  When I didn't accept that, I spoke to a manager.  The manager explained that it says in HER system that to get the higher bandwidth cap that you must have the D3 modem!  I explained that this information was not listed on the Rogers web site, an she said that "Rogers is not obligated to provide all the details on their web site.".  I said, "Excuse me -- but if I go to the Rogers Store, and I buy a modem that is listed as compatible with your service, and then I get that modem home, and I don't get the service that I'm promised, don't I have reason to complain??"  to which she said .. "I can't deal with what if scenerios"!!  It's absolutely ridiculous.  She then comes back and says "I see in your account that you're getting a discount on your rogers Internet service, so you ARE NOT paying the same price as someone else".   WOW.  Now the discount that I get from them is used against me!?  I said, "discount or not, I'm signed up for a service that the Rogers web site says I should be getting a 70 GB per month cap on, and I'm not getting that cap.  Isn't that false advertising?".  "I can't speak about false advertising", she says.  Finally, when I asked her how I could escalate this issue further since I did not accept her response.  She said "You are speaking to a manager already.  All you can do is talk to technical support for a further explanation".  I said, "and there are no further ways to escalate this!?".  She said "NO" which, while I have never escalated a complaint at Rogers, I know very well IS possible to do.  When I'm finished with my contact in less than a year for Rogers Hi Speed Internet, I'll be saying goodbye....!!

 

Re: Bandwidth Caps Increased; Need New Modem?

choch
I've Been Here Awhile
I was on the grandfathered extreme Internet service with the sb5100 modem. 95gb a month at I think speeds of 18mbps max. I just upgraded my modem to a docsis3 and have seen no change in my speeds or bandwidth limit in my Rogers account page. I called tech support and did a speed test. I got 20mbps with a direct connection. The CSR told me the speeds were higher than express so that's almost like extreme! Are you kidding me, I pay for 28mbps not 20mbps. It's not even close

Re: Bandwidth Caps Increased; Need New Modem?

FormerMember
I'm a Senior Advisor

The CSRs are clueless. They have no idea what customer relations is all about!

Re: Bandwidth Caps Increased; Need New Modem?

Regardless of my speed showing the advertised speed being attributed to speed boost or not. I am still able to achieve that speed with my Surfboard modem.  I can also "use" the internet just fine with my modem.  So why do I need a new one.  Thats what I don't get.

 

Styan

Re: Bandwidth Caps Increased; Need New Modem?

FormerMember
I'm a Senior Advisor

The main benefit of switching to a D3 modem is channel bonding. With a Docsis 2.0 modem, you get one downstream and one upstream channel to transmit data on. If either of those channels are saturated due to high usage or there's data errors due to noise, then your connection will suffer certain stability issues. On a modem cable plant a D3 modem will bond to four or more downstream channels and two or more upstreams, thus spreading the bandwidth utilization over several potential transmitters (back at the head end). The problem with Rogers though is the lack of choice for D3 modems. They only authorize SMC or CISCO gateways and both them have terrible wireless in terms of range and dropped connections. Why they cannot offer a decent stand alone D3 is absolutely mind boggling. I too have no problems with my surfboard modem and plan to stick with it until Rogers comes to their senses, but since customer service is not a priority with Rogers, I fear we will be waiting a long time!

 

By the way Jason2011, the older D2 modems are perfectly capable of the 18 Mbps speed advertised for Express Internet. It is just that Rogers does not want to give it to us!

Re: Bandwidth Caps Increased; Need New Modem?

Cap07
I'm a Reliable Contributor

I've read somewhere that the only reason they want you to change modems is to increase the monthly rental for it.

Re: Bandwidth Caps Increased; Need New Modem?

mprendinelf
I've Been Around

I too have had this conversation with Rogers a few times in the past couple of weeks. When the letter was sent out earlier in the year that prices would be increasing, but we would now have 70 gb of downloading it never stated that you needed to upgrade the modem. Very misleading, but not surprised.

My contract is up Jan 2th , 2013, and goodbye Rogers.....

 

Re: Bandwidth Caps Increased; Need New Modem?

You can escalate this further actually, on their webpage there's a contact us and make a complaint option where you can reach the office of the president if you did all the previous procedures, which you obviously did. She's just trying to con you for her own convenience.

Re: Bandwidth Caps Increased; Need New Modem?

terrymaz
I've Been Here Awhile
(Data use) Bandwith has nothing to do with modem it simply dowload speed x time downloading online. SB5100 data rate is 32Mps. They simply want to take advantage them bulk buying and force us to upgrade at their profit. These modems were available for all but the highest now available till recently. Bandwith cap has only to do with how mus dowloading etc one does. Got the same BS when I complained or tried to update.

Re: Bandwidth Caps Increased; Need New Modem?

terrymaz
I've Been Here Awhile
This must be Rogers gift to Bell Fios, don't need buy modem, no bandwith cap, comparable rates with higher upload speed for gamming, video conferencing etc. Not by choice I have no love bell express or cell but worth trying. Rogers decision. Oh yes Rogers also does not mention. if you update there's an additional $2.99+tax for Digital Services Fee. For what???

Re: Bandwidth Caps Increased; Need New Modem?

FormerMember
I'm a Senior Advisor

@terrymaz wrote:
Oh yes Rogers also does not mention. if you update there's an additional $2.99+tax for Digital Services Fee. For what???

There is no digital services fee on Internet. The digital services fee of $2.99 per month is applied to digital cable. On the other hand, Rogers does charge a monthly rental fee for D3 modems of $7.00 per month compared to only $4.00 per month for a D2 modem. Perhaps this is what you were thinking.

 

You are perfectly correct though in that bandwidth use has absolutely nothing to do with what type of modem you are using. I remember the days when Rogers had unlimited bandwidth usage and I was using the same D2 modem that I am still currently using. Bandwidth limits were brought in because Rogers (like Bell) simply saw another cash cow in the making!

 

The D2 modems are also perfectly capable of at least attaining the 18 Mbps speed advertised for Express. But Rogers is simply using the higher advertised speed and bandwidth allowance as an incentive to get customers to switch over to a D3 modem and of course charge that extra $3.00 per month for the new modem. 

 

I still do not understand why Rogers will not authorize a stand alone D3 modem. There are a number of good ones out there and since so many customers must provide their own router anyway because the quality of the wireless is so poor on the gateway modems, this would only make sense. 

Re: Bandwidth Caps Increased; Need New Modem?

smitty1211
I've Been Around

That is exactly correct - I just got off the phone with a manager and she said that I need another modem that would be 

compatible with the extra download 60-70.  I rent and pay $4 per month for the modem I got 7 years ago and the new

one would cost me 5.50 a month.  I said why should I pay that  extra charge for that 10 gig?  She said that if I signed 

a new contract for a year she would give me 20% off my internet fee of 48.99?  I said let me talk to Bell first and see 

what they think? She told me the deal may not be their when I call back  and I said I will take my chances.  What a 

racket!

 

Re: Bandwidth Caps Increased; Need New Modem?

While im not an expert on these, the costs to manufature them, etc..  I can understand the slight increased cost to rent the newer modem... newer technology.. might cost more to make, etc.

 

Compare it to you have a lease on a honda civic.. is costs you 250 a month.

Its getting old, and you want something with a few more features.. here is the Accord, one model up from it.

Do you expect to pay the same 250/m lease on the new one?  No, it would be slightly more money a month.

 

Re: Bandwidth Caps Increased; Need New Modem?

FormerMember
I'm a Senior Advisor

@Gdkitty wrote:

While im not an expert on these, the costs to manufature them, etc..  I can understand the slight increased cost to rent the newer modem... newer technology.. might cost more to make, etc.

 

Compare it to you have a lease on a honda civic.. is costs you 250 a month.

Its getting old, and you want something with a few more features.. here is the Accord, one model up from it.

Do you expect to pay the same 250/m lease on the new one?  No, it would be slightly more money a month.

 


To some extent, you are correct. When you upgrade from a Honda Civic to a Honda Accord, you are getting a bigger and more expensive car with more features. The problem when you move from a Rogers D2 modem to a D3 modem is that, while some features are an improvement, the dropped connections and poor wireless range are actually a downgrade, so the analogy is not 100% correct! I resent paying more money for the garbage that Rogers is now providing!

Re: Bandwidth Caps Increased; Need New Modem?


@IHR wrote:

@Gdkitty wrote:

While im not an expert on these, the costs to manufature them, etc..  I can understand the slight increased cost to rent the newer modem... newer technology.. might cost more to make, etc.

 

Compare it to you have a lease on a honda civic.. is costs you 250 a month.

Its getting old, and you want something with a few more features.. here is the Accord, one model up from it.

Do you expect to pay the same 250/m lease on the new one?  No, it would be slightly more money a month.

 


To some extent, you are correct. When you upgrade from a Honda Civic to a Honda Accord, you are getting a bigger and more expensive car with more features. The problem when you move from a Rogers D2 modem to a D3 modem is that, while some features are an improvement, the dropped connections and poor wireless range are actually a downgrade, so the analogy is not 100% correct! I resent paying more money for the garbage that Rogers is now providing!


But as the modem part.. it works fine.  Its just the wireless.. .i have never had a drop otherwise with it.

Soo.. i guess it would be more like, getting that accord, which had a sunroof.. but it only opens 1/2 of the time 😛

Re: Bandwidth Caps Increased; Need New Modem?

FormerMember
I'm a Senior Advisor

@Gdkitty wrote:
But as the modem part.. it works fine.  Its just the wireless.. .i have never had a drop otherwise with it.


Soo.. i guess it would be more like, getting that accord, which had a sunroof.. but it only opens 1/2 of the time 😛


LOL! But that is my point Gdkitty! If the sun roof only opened half of the time on my Accord, I would be taking it back to Honda until they made it work properly. The problem with Rogers is that they have a product that is not working properly (the wireless component) and they are doing nothing about it! Customers are complaining and Rogers is not listening! So customers are resorting to forums like this one to air their complaints and find a possible solution! It really is pathetic!

Re: Bandwidth Caps Increased; Need New Modem?

I have found the same elsewhere.. back in college, i was forced with bell, only high speed option there.

 

This was around the time Windows2000 came out.

At that time, on 98, you connected to your bell modem with a specific piece of software.. there was no built in PPPoE adapter in 98.

 

For school, was running dual boot, 98 and 2000.  The 98 software would not install on 2000.  Called bell, they swore up and down, that it wouldnt work, and there was no technial other way to do it, it was impossible.   2 days later, farting around on my own, finding the built in 2000 pppoe adapter.. look im on.. and even ran faster too!.
Called bell back to let them know that it does work and how.... they continued to say it was physicaly impossible.  Even talked to a tech manager.. saying the same thing.

 

SO i asked for his email.. and sent him screen shots, of the connection showing live in 2k, and me sucessfuly sending an email in 2k 😛

 

Sometimes it amazine, with what is technicaly available out there.. how many companies are locked into old ideas and tech.

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