Data Overage

[macneibr]

I was reviewing my bill and noticed an overage for data the last two months I did not go back any further because for fear of ruining my day. I called Rogers Support in hopes of eliminating these charges in the future. I requested to have a feature initiated to have the phones not use data over the 4GB shared plan I currently purchase. There is no such feature available. The phones do have an app that you can check your usage for each phone. The responsibility is clearly on the Customer.  Rogers is in no way going to help you to eliminate a overage charge. It is another brilliant way for Rogers generate more revenue off lackadaisical customers like myself. Rogers does have great service and once you are in a contract with them it certainly seems hard to move to another provider…. I take my hat off to all the others who have.  I will continue on my merry way paying overage fees being lackadaisical and being an unhappy Rogers Customer like most…. Thank you CRTC for making it easy for Rogers to generate the overall revenue in the neighborhood of 3.24 Billion and not doing too much for the Customer…. Thank you Thank you Thank you…

***Edited Labels.***

[Gdkitty]

This really isnt a complain that should be solely directed at rogers.


ANY and ALL carriers.. are the EXACT same way.

You go over your usage with bell? or another provider?  Guess what? You will pay overages as well.

Is that to say its RIGHT? Not necessarily.
(would be great to have unlimited, etc).

[Meowmix]

Hello macneirbr

Unfortunately i understand your situation & everything but this isn't only Rogers fault here. If you go to any other carrier here in Canada or around the world & you go over your data or minutes per say you will be charged a overcharge fee. This is normal for all carriers so its not really a complaint directed to Rogers only as Gdkitty said.

There should be a limit on how much overcharge you go too or a stop but that is up to the carrier / rules & customer if they can add one per say.

[Cap07]

I got fed up with that whole schtick. Now I have a simple talk and text cellphone plan and surf the net at home on my laptop.

[Meowmix]

Hello Cap07

Thats good! I know a fee people that are doing that.

[Gdkitty]

Or sometimes just as simple as manage what your using while out and about 🙂

Luckily i am on wifi at work and home... but i do have a smaller data plan for the rest. 

BUT if i know i am not on wifi.. i dont do much more than the BASICS.. text based stuff.. no videos, etc.. things that will eat up usage 🙂

I am lucky if i hit 500mb a month.

[OLDYELLR]

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@macneibr wrote:

 I requested to have a feature initiated to have the phones not use data over the 4GB shared plan I currently purchase. There is no such feature available.

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That's because it makes more business sense to let you exceed the limit and charge exhorbitant overage fees. I'm sure it would be very easy to just automatically shut off data once the limit was reached, but not nearly as profitable.

[CDNSeacretAgent]

Then why is it, that when you you have tripled your Data Usage, so my example 5 Gb and I reach 15 GB, they then send me an over usage warning?     

[OLDYELLR]

I suspect it's the law, or in the fine print somewhere that they notify you when you're going over. I still think it's profit motivated. If customers were notified instantly they could curtail data useage near the end of the billing period. If' however, they're hit with a huge overage charge, it brings in revenue and encourages them to upgrade to a higher data plan.

My ISP (not Rogers) obsoleted my 6 Mbps 300 GB Internet plan and "upgraded" me to a current one that 15 Mbps and 100 GB (but it was cheaper). Problem is that we often exceed 100 GB, and I even received an email warning that I was going to exceed it.(Would Rogers do that?) I called them and upgraded to a higher plan before any overage was incurred. The problem is that the next step up was unlimited GB, not the 300 GB I had before, which would have suited me fine. So I was forced into an overkill upgrade. That's how business works.

[Gdkitty]

Well they DO have the 75% usage warnings still, do they not?

Problem is, the USAGE is not LIVE.. its calculated at the end of the day.  So if you reach that 75% at 8am.. you dont know about it till the next morning.. and you might have gone from 70-100 in that day.

Shouldnt HAVE to...
But its why i make it a habbit.. each morning to log in (either web or easier on my phone now), check the usage in the AM.. and see where i am before the day goes on.

[lwojcik]

I am on My Rogers to try to find out more about this exact same situation. Thank you for putting this out there. I have three numbers on my account and my 15 GB is just a good plan for me. Myself and my two Daughters came close to using 9 GB once and as it turns out it was something my Daughter's new I phone was doing that she was not aware of.  Rogers was quick to assist us with that and offered the 15 GB for a package that I couldn't pass up because it was a really good deal available at the time.  Our data usage did not change, perhaps a bit low some months, bit higher other months, but this month I received a text message that my account was over the 15!! I have been with Rogers, same phone number since 1992. I called Rogers right away, and I'm pretty sure the notes on my account would be a novel if they were printed. For sure not all complaints, I participate in all feedback and call to advise Rogers of good service as well as service issues to be addressed.  I informed the representative that I am totally aware of the usage on my account and I can read my usage, billing, even pro-rated adjusted bills extremely well. I have even informed/taught reps some things they were not aware of! I'm not kidding. I was not impressed with the representative questioning my Daughters ages and, I'm not exagerating, chuckled as he told me in kind of a question form.."do you think they are really not using more data than they say they do?" I mustered up a "I beg your pardon" as politely as I could manage. He went on to say that he found it very hard to believe that my Daughters wouldn't use close to 15GB with both of them having an Iphone 5.  It was at this point that I decided to inform him that I would call at an earlier time in the day tomorrow to speak to the retention department Manager.  I feel like requesting they pull up this most recent "recorded telephone call" and listen for themselves. I have been in customer service with a large corporation for 31 years and I cannot accept the service I received this evening. I have extended and stretched my forgiveness rope to the very end. It is time, I'm afraid, to express my gratitude for the years of service. Albeit good, bad, frustrating at times, confusing, complicated, and at the same time, thankfully, available to me....at a price mind you. I must move on to a company committed to providing customer satisfaction rather than spend so much time and resources trying desperately to constantly IMPROVE. I just don't think it's working.

[RogersMichaelB]

Hi @lwojcik and welcome to the community.

I am sorry to hear about your recent customer service experience.

Was there any resolution given regarding your data overage? Or any further information on how to help going forward? If not I would like to take a look at your account and assist in any way possible.

Let me know and I will have someone from our Community Helps reach out to you via PM.

Thank you!

[lwojcik]

I would absolutely love that. I am at work and I did not call yet because I was going to search and prepare a monthly list of the data usage with specific dates first. I have brought my Rogers file folder with me and it is interesting to note that since I recently, with much, much hesitation, decided to change my original plan that I kept grandfathered in on purpose, I have had more unpleasant transactions than beneficial. I'd love to have some assistance. There is an MTS representative calling me back after my lunch hour to look at my other options. Let me know what you need to take a look at my account. I would appreciate any assistance with this. Thanks for the reply.

[RogersMichaelB]

Hi @lwojcik , Sounds fair enough.

I (We) do not want to lose your business, especially for a situation that I am confident can be fixed. I will have someone reach out to you via PM.

Please check your message envelope in the top right of your screen.

Thank you!

[Gdkitty]

Now please dont take this as BLAMING your kids.. i am not meaning it that way.

But have you then asked what they are using/doing? 

They may be inadvertintly using more data than they think they are, completely by accident.

Such things as using 1 hour of youtube.. the difference of viewing standard definition video vs HD video... can be the difference of 200mb to 1gb of usage.

A co worker here last summer (or may have been the one before) her kids kept going OVER their 80/month on the internet at home.  She questioned it.. and even went to the extent of installing monitoring software, etc.  90% of the usage? Was just them continually watching youtube all day 😞

[jkroesen]

I have got into the habit of checking my usage on the rogers app and track it on my phone if not every day then every few days... In addition to that I ALWAYS TURN data off when using WiFi... 

I have only once ever exceed the 500 mb i have... (now i have upgraded to 1g due to having a iphone) 

Its not up to your provider to keep track of what you are doing... it's up to us to watch over are self's and track what we do...  Down load the rogers app it take 2 minutes to check you usage or logon to myrogers.com and view it there... 

In the end the providers are there to make money and data overage is one of those ways... As per previously  mentioned they do have alerts 75% 100% etc... as well there is a 50.00 alert if you dont have it already you can call and have a option added that once you hit 50.00 of data overage a msg(text) is sent asking if you want to continue to use data - if U opt to not allow more data usage it will block it to the end of your cycle.... 

Its not fair to blame the provider for providing the service you use... But I can certainly understand the frustrations  in having extra charges for usage...  

[OLDYELLR]

Playing streaming music or listening to a radio station all day will do it.

[lwojcik]

Thank you for your thoughts, i appreciate it, however, my daughters are 20 and 24 years of age and i actually would not have brought this forward had i not explored every other possibility.  Thank you though.

[aol]

Hello Rogers moderators,

I have a shared everything plan for 6 gb of data and when I look at my account online it shows that I still have 1.29 gb left to use until Sept.2 (the date of billing cycle), but when I look into the account overview it shows as if I am over the data limit. It is very confusing, because it doesn't show you when that information was updated. What is the charge for extra data anyways? One can't find that information in the account online. I have been overcharged by rogers wrongfully for 10 yrs now and every time it takes hours spent on the phone with managers that aren't ever present in the call centres. I would appreciate a straight forward answer and maybe that new website for billing can be imroved to show the customers a current usage on their services when they access their account online. Thanks, aol.

[Gdkitty]

WHEN the site it working correctly..  the usage usually is up to date, at least in my experience.. as of the last 24 hours.
The data only polls at the end of the day.. so when you look today it will be as of midnight last night..

why you are getting two different #s is odd.

Maybe @CommunityHelps can give a hand at looking at it for you.

For the overages.. My wife is on an earlier share everything.. but i would guess the $ for overages is the same?  Its a flat rate when you go over for the next 1g at $15.  So if you use 6.1g or 6.9g its still the $15.  ( so if you do go over, your better to USE that rest up to 1g of usage then).
Unless its changed.

[vickytee]

how can Rogers justify charging me 165 dollars for over usage of 200mb in data usage?  That goes against everything the CRTC passed recently.  I am challenging this charge and if it is not resolved, I will be contacting the CRTC