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Ever hear of Rocket HUB $50 max overage charge?

BeerHunter125
I'm a Trusted Enthusiast

Curious. Someone told me on another forum there is a $50 maximum overage fee with the HUB , subject to a fair use policy which I assume means you cant watch Netflix all day.

 

Can't find anything definitive on this so am wondering if there's any truth to this , is it an old wives tale or a discretionary Rogers policy.

 

Anyone come across this? I've emailed Rogers but still waiting for a reply.

 

 

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1 ACCEPTED SOLUTION

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Re: Ever hear of Rocket HUB $50 max overage charge?

BeerHunter125
I'm a Trusted Enthusiast

I asked Rogers about this and got an email saying there was indeed a $50 maximum.

 

I would imagine though that if you consistently go over the 10G by a LOT (say 30 or so) constantly , they are going to start whining about it.

 

View solution in original post

27 REPLIES 27

Re: Ever hear of Rocket HUB $50 max overage charge?

skinorth
I'm an Advisor

@BeerHunter125:

 

I also have the distinct recollection that there was a $50 maximum charge on monthly data volumes. I just went and checked the copy I have here of my original contract with Rogers and cannot find any mention of that.  There are other curiosities/textual uncertainties, but nothing regarding the $50 maximum.  I am wondering if the $50 maximum claim was made in the Rogers brochure advertising the RocketHub service.

 

I did at one point pursue some of those contractual "curiosities/textual uncertainties" by telephone with Rogers.  I was told quite seriously by the Rogers staffer to whom I spoke that I would find the T's & C's for my service in each of my monthly bills.  I did not find them there.

 

Then I was told by the same staffer that because I had already at that point been paying for my RocketHub service for some months, I had set a precedent and by implication thereby accepted whatever terms and conditions and/or the Rogers interpretation thereof, and therefore I just needed to shut up and put up with it.

 

So, good luck with getting reasonable and rational answers from Rogers on such issues.

 

skinorth

Re: Ever hear of Rocket HUB $50 max overage charge?

Goodbrew
I Plan to Stick Around

I went significantly over 10GB a few months ago when a whole bunch of my programs updated on my 2 computers without me realizing it, and Roger's only charged me $50 over.  I assume it is a courtesy for customers to keep them from raging at massive bills if something like that happens.  However, it is not in the contract or terms at all.  According to the agreement you sign, the $50 cap does not exist, and I assume if somebody was going over every month repeatedly instead of only going over occasionally they would start charging them the full amount.

Re: Ever hear of Rocket HUB $50 max overage charge?

BeerHunter125
I'm a Trusted Enthusiast

I asked Rogers about this and got an email saying there was indeed a $50 maximum.

 

I would imagine though that if you consistently go over the 10G by a LOT (say 30 or so) constantly , they are going to start whining about it.

 

View solution in original post

Re: Ever hear of Rocket HUB $50 max overage charge?

Well that's interesting, because I am on the Data Flex plan for Portable Internet clients who were screwed over, and I pay #182 a month after taxes for my Rocket Hub internet service. That's an overage charge of $100 a month.

 

What Rogers doesn't seem to get is that this is being used as residential internet for some people, not as something to check email with at the cottage. I wouldn't mind paying $50 overage, but this bill is as much as my hydro every month!

 

Can someone from Rogers confirm who's being charged the right overage amount?

Re: Ever hear of Rocket HUB $50 max overage charge?

User-c
I'm Here A Lot

So much for a community forum where customers can collaborate with Rogers people for information. Again can anyone from Rogers confirm which overage rate is correct?

 

Please?

Re: Ever hear of Rocket HUB $50 max overage charge?

BeerHunter125
I'm a Trusted Enthusiast

Here's the content of the email I received from Sabrina at Rogers where the $50 maximum overage is confirmed..

 

Thank you for taking the time to write to us, we appreciate your use of
online customer service.

In your recent email, you have informed us that you would like
information regarding overage fees for the Rocket Hub.

Upon review of your account, I am able to confirm that you are
subscribed to the Data Flex Rate plan. This plan is a self adjusting
plan based on your actual usage. The plan has the following levels and
resets to level 1 each month:

Level 1 - $35 (up to 3 GB)
Level 2 - $45 (up to 5 GB)
Level 3 - $60 (up to 10 GB)
(Overage: $10 per GB over 10 GB up to maximum of $50) (my emphasis)

Rogers does have a Monitoring Excessive Data Usage Policy This will
monitor customers exceeding their monthly data usage allowance limit
will be monitored monthly based on pre-defined threshold criteria
(>50GB/month).

By monitoring excessive usage:

Customers are discouraged from using excessive amounts of data for a
prolonged period of time.
Able to manage excessive data usage so that other customers are not
impacted by one customer's high usage patterns.

We appreciate your continuing patronage. Please contact us at your
earliest convenience if you have additional inquiries.

As another alternative, you can contact our Customer Care line toll free
1-888-764-3771 or *611 from your hand held device, Monday - Sunday 6am -
2am EST.
 

Re: Ever hear of Rocket HUB $50 max overage charge?

I have a 50 gig max cap and rogers sent me a new email saying i would be charged 10 dollars for every exceeding gig. That means I'll be paying rougly 260 dollars. I would take the 50 dollar overage anyday. 

 

Beware though, I was never told or warned of the $10/gig fining rate. Now I'm hit with a 260 dollar bill. I just wanna pull my hair out. 

Re: Ever hear of Rocket HUB $50 max overage charge?

gmc7000
I've Been Here Awhile
How on earth did you get a 50 gig max cap?! We've been usiing the rocket hub since it came out as we live in the country, with no other viable internet options available, and we've consistantly gone over the 10GB cap (though not by much, typically). We just recieved an email as well, warning us that our overages would be billed at a $10 GB rate after we apparently used around 44 GB in one month (something I'm still trying to puzzle out, as our usage was typical in the last few months). Pretty frustrating.

I'd feel like a king with a 50 GB cap. 🙂

Re: Ever hear of Rocket HUB $50 max overage charge?

DanielZ
I've Been Around

Are they any available options to get an HSPA+ or LTE rocket hub that have a maximum overage charge?

 

I live in a rural area and my only options are satellite internet, and Bell or Rogers for wireless internet. My family uses much more than 20gb a month, so using a Rogers Rocket Hub would get very expensive. 

 

Thank you

Re: Ever hear of Rocket HUB $50 max overage charge?

@DanielZ:

 

I feel your pain, as do hundreds of other Canadians.  I have used a W35 RocketHub for about 2 1/2 years now, and know what you mean about this being an expensive option.

 

Actually, there are two issues to deal with when using the RocketHub:

 

1. the month to month cost of the service, given the low, low 3 Gbyte/month basic usage allowance;

2. the relatively low actual data volumes possible (despite the advertised maximum data rates) which really limit the practicality of transfering, for example, video files;


2a: the impact of random disconnects which happen from time to time.

 

If you are in a rural area, I doubt that LTE is available to you at this time, as its deployment seems to be limited to only the major urban centers.  That means that G3 is that best you will have available for the foreseeable future.

 

So, based on personal experience, I must tell you that this option seems to be the only one available to us, and  there really seems to be no way either to improve the quality of the service, or to lower the cost to us, the subscriber.  Certain Rogers Dataflex programs have a $50 max overage provision, but I am not sure they are still being offered.

 

skinorth

Re: Ever hear of Rocket HUB $50 max overage charge?

hogwild69
I Plan to Stick Around

skinnorth you must not really read the forums from the otherside of the fence being a mo here as everyone has stated the golden 50 dollor overage was either a unknown unprinted contracted rule that upto now has been over ridden as i and may others in the past few post are certainly being charged more than 50 dollars for overage my bill for 20-25 gis the last 1.5 years with public ip addon was 132.48 last month 236.23  with no formaly notice just told by customer service that in your june or july bill you where notified of overage changes,,,well that was bs also check bills comments where to try and track your usage better because in the last 6 mnths you have exceed your top tier plan usage.....some whos got the right story????

Re: Ever hear of Rocket HUB $50 max overage charge?

hogwild69
I Plan to Stick Around

All users being capped please complain to rogers and quote this binding information that was tracked by wikipedia at the time most of us where on the early tiering plans meant for mobile iternet in particular  rocket hub plans starting in 2010  http://en.wikipedia.org/w/index.php?title=Rogers_Wireless&oldid=466041585

Re: Ever hear of Rocket HUB $50 max overage charge?

DaveWormald
I've Been Here Awhile

We have been on the Rogers Turbo Hub for more than a year now. We moved from Bell Mobility's similar service specifically because of the $50 overage cap on the data plan. We had been told about it by a friend and Rogers confirmed its existence verbally when we called. Our bills demonstrate that we were consistently billed only $50 over the base $60 rate. Like others, we received the email from Rogers during the summer that reiterated the standard data plan and billing rates (no mention of the cap). We called and were told that it didn't apply to us because we had the cap (our friend was told the same thing). The bill for September came in at roughly $533.00 (automatic credit card payment). We called and were given some additional mis-information (that there was a second cap at 50GB and once over that, you would pay the standard fees). We escalated, asking for a call from a manager. A couple of days later we received a voice message saying that they had called several times with no answer and were therefore closing the case. We called support again and asked for another call (on a Rogers cell phone). We were told we'd be called within 72 hours. The call never came, so we called support again and escalated using Chat this time. The chat agent told us that the cap had been eliminated and that there was nothing that could be done about it. It was apparently a "business decision". We said we didn't see this as reasonable and were told that there was no leeway on the decision. We indicated that we would move all our services from Rogers (including my work wired internet service, plus our company mobile plan) to a competitor. They said they would be sorry to lose our business, but nothing could be done.

 

They then said they'd reverse the charges for September and October (October's bill came in today at another outrageous amount). They are also giving us free service for November and December. Everyone who has had this problem should call support, escalate and arrange this same thing. I have screen snaps of the chat if these become necessary. We were also told we can escalate to "the office of the president", which we will do. I'll post an update on how that works once we've done it.

 

There's no question that the $50 cap was an undocumented feature, but it was confirmed to us verbally and we made the decision to pay to terminate our Bell Mobility contract because of it. To drop the feature mid-contract seems unethical to me, if not actually illegal. I think we need to do what we can to reverse this decision, at least for the duration of existing contracts. In the meantime, I'll be searching for other rural internet options. We're in Campbellville and there's an alternate service coming online in Milton. It isn't available at our house yet, but I'll be speaking to them again to determine whether they have plans to expand.

 

I hope you'll call Rogers support to add your voice to this complaint.

Re: Ever hear of Rocket HUB $50 max overage charge?

I am having the same problem could you please provide me ammunition that you received what was stated.

You can pm me the chat 

 

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Re: Ever hear of Rocket HUB $50 max overage charge?

It sounds to me like your constantly going over the alloted data bucket you are given with your rogers rocket hub and they used to charge you a one time flat fee of $50 for overage now they are charging you more?

Do u understand the concept of Overage to begin with? obviously if your always going over, you might want to investigate that first and formost before you go screaming at Rogers. Your internet usage has obviously went up, something has triggered it, are you streaming youtube videos, or watching net flicks or downloading movies? or do you have kids who do such? obviously you should realize your using a cellular based connection and adjust your usage patterns because of that. I have never gotten a bill for overage when I was using the rocket stick, why? because I monitor and adapt my usage carefully to my plan. I dont simply just browse and download everything and anything in sight, im not saying you do, but then you should realize, if you keep going over, why not use a fixed broadband service like rogers cable internet or bell or from one of the competitors who offer more bandwidth?

My friend was constantly using the rocket hub untill we convinced him to switch to Rogers Cable internet and his problems were all solved. with the rocket hub he only had 6gb of data, thats kinda small, with the rogers cable, he had 60 gb, and had not had any problems since. get what I'm saying?


Re: Ever hear of Rocket HUB $50 max overage charge?

@Pauly:

 

early on in this thread I made some comments on this as well.  Being a long-time RocketHub user, I know we seldom go over the 3 Gbyte monthly usage.  I do consciously limit my downloading, and especially video usage.  As well, our data connection is so slow that large data volumes are a pain anyway.

 

But, given the tone of the discussion here, and the fact that many seem to think that Rogers' past $50 max overage billing practices gave them permission to grossly exceed the 3 Gbyte usage limit with impunity, I would predict you and I will get flamed for our comments.

 

My concern is that the past excessive overage practices highlighted here have now spoiled it for those of us who may, by accident or mischance, now exceed the overage in a major fashion.  I wonder if Rogers will now just charge and charge and charge, much more than a maximum $50 amount, for those who get in that situation by accident.

 

skinorth

 

Re: Ever hear of Rocket HUB $50 max overage charge?

Pauly
Resident Expert
Resident Expert
I am only trying to help. If someone wants to flame me for being a helpfull person then I will ignore them, I'm just saying if you keep going over your usage, then you need to re-consider is this the right usage for you, maybe they offer data plans with more usage? maybe upgrade to a bigger plan? if one does not exist, look at the competiton? does bell or telus offer a turbo hub? how much data do they offer, whats their overage? The thing is, rogers MAKES/ENFORCES the policy, we have no control over it, complaining usually does not get the problem resolved, but it is a good way to vent, the only solution is to find someone who offers service for your needs


Re: Ever hear of Rocket HUB $50 max overage charge?

Pauly
Resident Expert
Resident Expert
its also kinda like me getting a speeding ticket every month, if the police give me a ticket for $40 every month for speeding, and I pay it knowing I'm speeding, then one month, the police some how jack up the fine for the speeding infraction ive been doing to $240, I get caught speeding, but this time I'm forced to pay $240, instead of $40, now is complaining to the police going to get me off the hook? probably not? did I learn a lesson? the fines are increased to DETER me from speeding, just like the overages are increased to DETER you from going over your monthly bandwith cap. I'm not siding with rogers at all nor am I siding with the customer who constantly goes over his data, but I'm merely pointing out this from a NEUTRAL prospective. I am looking it at both parties side, and trying to find a reasonable solution to make both people happy.


Re: Ever hear of Rocket HUB $50 max overage charge?

89stang
I Plan to Stick Around

I was an owner of an ericsson w35 and understand what you are saying about usage. On the other hand,  being that almost everything is being done over the internet (most video places are closing due to streaming movies over the net) a 6 or even 20 gigabyte cap is becoming very easy to exceed. If there is an option to switck ot cable or something similar, then that would be great. But for alot of us in the country, myself included, this is the only option available to us.

  It would be nice if they offered some type of plan for those of us with no other options.

Re: Ever hear of Rocket HUB $50 max overage charge?

@89stang:

 


you mention that: "....almost everything is being done over the internet (most video places are closing due to streaming movies over the net) a 6 or even 20 gigabyte cap is becoming very easy to exceed. If there is an option to switck ot cable or something similar, then that would be great. But for alot of us in the country, myself included, this is the only option available to us."

 

You bring up what is really the crux of the matter.  Our government believes that "market forces" will resolve the issue for us.  They could not be more wrong.  Market forces are allowing the Canadian communications oligarchy to take full advantage of the situation to milk us dry.

 

I would be "nice" if they would offer more reasonable plans, but "nice" is not part of the capitalist vocabulary.  So, we need to beat on our elected representatives, make representations to the CRTC, and in the next election, vote for a government that will take effective action on the issue.

 

skinorth