cancel
Showing results for 
Search instead for 
Did you mean: 

Rogers Reduced my Internet Allowance Without my Permission

Big-Steve
I Plan to Stick Around

So, I haven't been as diligent as I should have been with my monthly Rogers bill and I have been blindly paying my Rogers TV, Internet and Mobile service bill for many months. I checked my Internet usage allowance today to be sure I wasn't etting too close to my limit, and was shocked to find that Rogers reduced my allwance by 80 GB without my knowledge or permission. Anyone else had this happen?

 

***Edited Labels*** 

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Rogers Reduced my Internet Allowance Without my Permission

Big-Steve
I Plan to Stick Around

I have since discussed my issue with Rogers and in the end there is nothing to be done. My service level and price remain unchanged and I will have to watch my internet usage to ensure I do not exceed my allotment. . I could of course upgrade, but that increases my monthly bill considerably and that doesn't interest me in the least.

 

My 'deal' expires in July 2017 at which point I will have to see what is on offer or decide to seek service elsewhere. Having been a continuous Rogers customer since 1982 it would be a shame to have to leave, but it is what it is. Thanks everyone your the comments and feedback......cheers.

View solution in original post

17 REPLIES 17

Re: Rogers Reduced my Internet Allowance Without my Permission

RogersShakir
Retired Moderator
Retired Moderator

Hello @Big-Steve

 

Thank you for your patience and welcome to the Community Forums!

I will have @CommunityHelps contact you via private message. Please check our messages via the envelope icon which appears in the top right hand side of your screen when you are logged into the forums.

Thanks,
RogersShakir

Re: Rogers Reduced my Internet Allowance Without my Permission

Big-Steve
I Plan to Stick Around

I will be looking for that PM

Re: Rogers Reduced my Internet Allowance Without my Permission

which plan are you on?
(so what should be your usage vs what its down to?)

Generally older plans are always grandfathered and carried forward..

Now, those plans can change too, kind of.
So could be on a plan called X.
There is a new version of the same named plan X that comes out, but has more usage, etc..
Doesnt mean that your auto on that one.. they are actually different plan codes, and have to change to it, etc.

 

 



Re: Rogers Reduced my Internet Allowance Without my Permission

Big-Steve
I Plan to Stick Around

I have HD TV, Mobile and Internet that once had 270GB allowance. When my bill shot up last summer I called to ask why and they 'fixed' the proble. I was not aware that they reduced my allowance. Been on Rogers for 35+ years and I hate having to fight to keep my service. Just might pull the plug this time as I am so upset.

Re: Rogers Reduced my Internet Allowance Without my Permission

Big-Steve
I Plan to Stick Around

[quote]

which plan are you on?
(so what should be your usage vs what its down to?)

[/quote]

 

I was switched to the Ignite 60 plan last summer after my bill jumped and I complained about the bill. This plan is supposed to give 60 Mbps download, 10 Mbps upload and 200Gb allowance. I have used the Ookla Speed Test several times and my average speeds are 30 / 10 and only once was I ever able to see 50 / 10 but that was briefly and lasted a few minutes.

 

I had an old grandfathered plan that I had managed to negotiate over time that gace me 270 Gb allowance, but soneone at Rogers felt that this didn't fit their current offerengs and made me switch. I wasn't allowed to keep what I had fought so hard to get and the Rep didn't care that I have been a continuous customer since 1983.

 

I am not online checking my Rogers bill daily and didn't notice this huge drop until recently. I have held off calling Rogers because quite frankly because I hate arguing with Rogers and I'm weiry of having to fight all the time.

 

The last Rep sent me a few PM messages and I can of course upgrade at higher cost, but I am not interested in paying more. I already have three Rogers services plus the HD box and whatever else that entails and just want my 270 Gb back. My inquiry has now apparently been escalated and I am told to expect someone to contact me within 4-5 days. I had to once again provide my contact details, etc..... like Rogers doesn't already know me by now.

 

I have previously talked on the phone wuth the senior VP at Rogers over previous lousy service. The coax into my home failed and it took them months to figure that out. The solution was to run a new cable, but the installers just ran it across the lawn in my backyard. Insane to leave a cable exposed let alone going across my lawn. Huge safety issue. That took weeks to resolve and I even had to buy my own clips to secure this new wire to the side of my home. It had been left dangling and was horrible.

 

Rogers seems complacent and unwilling to help and doesn't care about customers. I am sure Bell Canada or Teksavvy would be glad to hear from to switch over my service. Might be calling sooner than later as I am still waiting (again) for Rogers to do something.....anything.

Re: Rogers Reduced my Internet Allowance Without my Permission

Big-Steve
I Plan to Stick Around
Today's Ookla speed test gives 42 / 11 which isn't quite the 60 / 10 I pay for. Still hopeful and waiting for a response from Rogers.

Re: Rogers Reduced my Internet Allowance Without my Permission

Hi @Big-Steve,

 

I understand you're having issues with slow speeds. Is this over WiFi or direct ethernet? Are you using a third party router bridged to your modem? Have you had a technician come out recently? Which wireless card are you using for your computer? How many devices are connected to the Internet in your home? 

 

@Datalink@Gdkitty@robindp, please feel free to chime in with any suggestions for @Big-Steve

 

Thanks,

RogersHassam 

Re: Rogers Reduced my Internet Allowance Without my Permission

Hello @Big-Steve,

As per @RogersHassam, need more information.  Wi-fi, or direct Ethernet? Using Rogers equipment, or a third party router?

 

Let us know, I am sure one of us can help given more information!

Re: Rogers Reduced my Internet Allowance Without my Permission

As stated, if you can provide some info, we can figure out what may be showing the speed problem, etc.

(even something as simple as the SERVER your using on the speedtest can change the total result.. + other influences (say if on wifi, etc))


As for the plan... Yeah.. if you were on the OLD plan with the 270 (if i remember.. it was a like 200g + a bonus if i remember correctly?)..
If you were happy with it.. there was NO reason that a rogers rep would have said you HAVE to change to the newer one.
Only reasoning may be, if you had called in about re-bundling, etc to save some money.. many bundle prices, only apply to the NEW plans.
If so though, the rep SHOULD have explained any/all the changes.  Sure a possible speed increase, etc.. but that the USAGE would have gone down.



Re: Rogers Reduced my Internet Allowance Without my Permission

Big-Steve
I Plan to Stick Around

RogersHassam,

 

I am using the Rogers provided router which is a wireless router. I did have a Rogers technician at my home several times to 'optimize' my service and he did all the tricks to provide the best services he could. In the end I still never reach the 60 / 10 speeds promised and that O have been paying for over the years. If Rogers cannot deliver, then why do I pay?

 

My main issue right now is the reduction of my allowance from 270Gb down to only 200Gb. I have been told that this issue has been escalated and I should expect news in a few days. That was a few days ago and still nothing from Rogers.

 

Hassam, are you authorized to do anything positive for me? If not, then I need to connect with comeone who can. No offense, but I have been in touch with rirst-line reps like yourself for years and the results have not been favourable.

 

This is all very tiresome, tedious and unproductive.

Re: Rogers Reduced my Internet Allowance Without my Permission

Big-Steve
I Plan to Stick Around
I am using the supplied Rogers router in wireless mode. My lkaptop is a Lenovo and has wf-ifi builtin.

Re: Rogers Reduced my Internet Allowance Without my Permission

Big-Steve
I Plan to Stick Around

Seems Rogers disagrees and I am still out of luck

Re: Rogers Reduced my Internet Allowance Without my Permission

Big-Steve
I Plan to Stick Around

Can anyone help me to turn off the email notifications for this thread? I don't really need to receive emails for 'badges' and posts and would like them to stop.

Re: Rogers Reduced my Internet Allowance Without my Permission

 To change  your subscription settings, click on your image by your name (near where the notification icons are), and go to subscription settings.

Should be able to manage your subscription to thread settings, as well as general notification settings there as well.

------------------

Have you/are you able to do any of the testing on a WIRED connection?
While not convienent.. just want to verify if the speed tests are just limited to a wireless problem.
(Wired usually there is a very smaller chance of interfearance, etc to effect the speed).
Just to verify if the modem itself is able to get the speeds.

Where roughly are you located? (rough city/area)
Just to guide you to the best server to do your speed test against, again to see if the modem is capable of the speeds.
(as you would not necessarily get the full speed everywhere)

 

(all that being said.. still could be a node or something else issue.. but lets elminate everything else first)

--------------------

 

As for your package.. the reps here SOMETIMES are able to do a little more from my experience, compared to say what the first line people on the phone can.

Try giving a message to @CommunityHelps, and point them to this thread.  That is the account they use for accesssing the information on your account.  They will likely send you a link to a thing for your account information, etc, so they can look up your account.

 



Re: Rogers Reduced my Internet Allowance Without my Permission

Big-Steve
I Plan to Stick Around

Have you/are you able to do any of the testing on a WIRED connection?

A: No, I have been using wireless exclusively as the modem install by Rogers is not very accessable.


Where roughly are you located? (rough city/area)

A: I am in Ottawa, Ontario located in the Hunt Club area.

Re: Rogers Reduced my Internet Allowance Without my Permission

IF you are able to at some point.. if you could try wired.. JUST agin to check if the speed is capable at the modem.
The wireless on these units are... medeocre?  They are about on-par with your $30-50 range routers.
The antenna strength, etc is not the greatest.. and can easily get interfearance 😞
Walls.. let alone anything else (metal ibeams/studs/piping), microwaves, cordless phones, etc.. can all effect it..

 

(most of us here.. who really want to get the BEST  performance out of the unit, usually use a 3rd part router with the rogers modem.  People are able to get clost to their 250mbps connection over wireless.. so the modem is capable of the speed at least with them)

 

 

Speed test wise.. which one is it recomending you to test with?
Looking at the speedtest.net.. the closest one its saying is Kanata?  I am wondering if that is not the best choice.. while closer.. it may route to somewhere else, then back there, causing a drop.  
I know Kitchener/waterloo is that way.. they have two servers there, the routing actually goes from K/W to toronto, then back to reach those servers.. so they are better testing at the toronto servers.

I would maybe try the two kitchener servers, as well as the Toronto Telus server.. just to see if any difference on the speed tests.

 

 

(sorry, being only a USER here.. i cant do anything much more to help.. other than make sure that tesing is done under the optimal settings, help identify if signal levels, etc could be an issue, etc)



Re: Rogers Reduced my Internet Allowance Without my Permission

Big-Steve
I Plan to Stick Around

I have since discussed my issue with Rogers and in the end there is nothing to be done. My service level and price remain unchanged and I will have to watch my internet usage to ensure I do not exceed my allotment. . I could of course upgrade, but that increases my monthly bill considerably and that doesn't interest me in the least.

 

My 'deal' expires in July 2017 at which point I will have to see what is on offer or decide to seek service elsewhere. Having been a continuous Rogers customer since 1982 it would be a shame to have to leave, but it is what it is. Thanks everyone your the comments and feedback......cheers.

View solution in original post