Can Rogers throttle speeds?

[CandJ]

I ordered the 50Mbps speed from Rogers for my trailer. They moved heaven and earth to sort out the addressing in the trailer park and sent a tech out to connect everything. Works great.

I get my first bill and it's for a 1 GIG speed. This is overkill for a trailer and I only wanted the 50 Mbps speed. I am told now that the 50 Mbps speed isn't available for this location. That Rogers can throttle only when clients reach the top end of their allotted plan, but cannot throttle this 1 GIG down to 50 Mbps as it's an 'unlimited' plan.

This does not make any sense to me. Anyone think there's any chance that what they are telling me is true??

**Added Labels**

[57]

I'm not sure what package you're on, but if you have IgniteTV, the lowest plan is 150 mbps, but that may save you some $.

[CandJ]

Thanks. We're signed up for the Ignite Internet 50u package. 50 Mbps. 

It wasn't an issue to create this account, setting up the service, etc.  just when we got our first bill. Now they say that there's nothing less than 1GIG speed available. Is this possible?

[57]

Doesn't sound right to me. Here's the link to the various speeds on the Rogers webpage.

https://www.rogers.com/internet/packages?icid=R_COR_JOR_KY18EZ

Again, separate Internet rates may be different from what is available as part of an overall package that may include TV, home phone, etc.

Edit - I do see that it says "Check Availability".  Perhaps that's how they get to say what they did if your address is not in the "normal" available areas...

[CandJ]

I kinda feel like we're talking in circles here. The link you provided shows the 50u (50 Mbps) service that I'm talking about.  The 'check availability' originally said no services at all but Rogers said it was wrong. That they COULD accommodate the 50 Mbps. Then they gave me 1 GIG and said that's all that's available.

The 'check availability' now shows 15u, 500u and a GIG. It also shows 10 Mbps (just not the 50u). They still say that the only service available is the GIG.

The question is, if it's all Ignite technology, can't they just throttle speeds down to whatever they want using software? They admit to doing this when people hit their upper limit, why can't they do it from the start?

[57]

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@CandJ wrote:

The question is, if it's all Ignite technology, can't they just throttle speeds down to whatever they want using software? They admit to doing this when people hit their upper limit, why can't they do it from the start?

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It sounds to me like the person you were talking to was discussing cell phone service where data download speeds are reduced after a certain point of usage.  That is not the case with Internet.

With Internet the download speed can be set at the modem by Rogers based on what you pay, exactly what you stated.  So, even though the service in your neighbourhood may be capable of 1Gbps, if you pay for 50 Internet, the firmware on the modem limits it to that speed.  (in actuality Rogers has Speedboost which allows for higher speeds than you pay for, but only for a few seconds, but that's a bit off topic for our discussions here).

I suggest you contact Rogers again and ask for someone at "second level" and not a first line CSR. Or send a PM to @CommunityHelps , I have found them most helpful.  Make sure they know you're talking about Internet and not cell phone data.

[CandJ]

I did ask for an escalation twice, but they just throw me back in the queue and I sit on hold for another 40 minutes to do it all over again. I'll try your suggestion if my latest does not work.

**I spoke with Tech Support. They are looking into it and suspect that there may be training issues at the first line.

[CandJ]

I'm also talking with competitor, but I won't get into those details here.

[RogersTony]

Hello @CandJ

Thank you for posting your concerns to the community!

It's a bit strange that you are only able to subscribe to the Gigabit internet package. We'd like to review your options to see if we can find something that better meets your needs.

As @57 mentioned above please send a private message to @CommunityHelps and we can get started. 

Not familiar with our private messaging system? No worries, click here.

RogersTony

[Gordom]

Rogers/Shaw have always throttled speeds.  When I paid for 15 mps that's what I got.  Now I'm on 100 mps with their latest modem.  That works great BUT when I'm on the 'game port' I am limited to 15 mps down but an amazing 100 mps up.  Go figure but you'll never convince me they don't throttle although I spent over an hour a few days ago with their techs but they just talked in circles and were of no help.  Don't think they even knew what I was talking about.  Frustrating!