Rogers 5G Home Internet - No Temporary Suspension Service Available

[DS256]

I started using the Home Internet service, at our seasonal cottage, earlier this year. When I got it from their Huntsville Ontario store, I was told I would be able to suspend it. This is an important cost savings for us since we are cannot use the cottage from November through April. 

I tried to suspend it online today and was told I could not because of the contract. The form I signed that I was told in case I did not return the Nokia unit, was in essence, a monthly $17 charge to pay off the unit. This is offset with a credit by Rogers for $17. 

I went into chat and the agent from Quebec had no idea about the Home Internet and tried to offer change my plan to a voice/text with no data that could be suspended. It is too laugh.

So, beware, that even though there is no net recovery charge for the Nokia FastMile 5G Gateway, because of the credit, you can't temporarily suspend the Home Internet service. Rogers is not out any money but likely some amortization on the equipment they own. However, I'm looking at a $300 cost for a service I can't use until I get back to the cottage.

I feel Rogers has misled me.

***Edited Labels***

[RogersYasmine]

Hello @DS256 ,

Thank you for being a part of our forums, we hope you like it here. 🙂 

We do offer voluntary temporary suspensions for some 5G Home Internet services as long as you meet all of the requirements. We can certainly take a closer look into your account to see if you are eligible to do so.

If possible, please send us a private message @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, please check out our blog.

Thank you kindly!

RogersYasmine

[DS256]

Thanks @RogersYasmine. Your statement of "We do offer voluntary temporary suspensions for some 5G Home Internet services as long as you meet all of the requirements." explains why there is internal confusion at Rogers.

When I purchased my 5G Rogers Mobile, I was told I could suspended it for $5/mth. That is why I was surprised when I couldn't suspend it online and was told by 2 chat agents that my plan does not allow suspension.

It took a 3rd agent over 30 minutes to make adjustments so I could put it on hold. I would have given up until a FaceBook user pointed me at the forum response saying suspension was possible. It was in response to a post I made to confirm Bell did provide suspension. I was ready to switch in order save the $400 I was going to have to pay when convinced I couldn't suspend. BTW, there were many responses on there are no issues with suspending Bells Rural Internet comparable product.

It should not be this hard for customers plus no one told me of any conditions my plan didn't meet in order to be suspended.

I'm also a Zoomer Mobile customer and must switch providers by Dec 1, 2024. I have to say that this experience with Rogers is making me think of Bell. I don't feel after this experience, on top of other TV issues, I can trust what Rogers says. Is Bell different? I will likely find out.

Sorry for the dump but while I enjoy the 5G Mobile Internet , I don't enjoy my Rogers service experience.