Misleading wireless(mobile) data usage cycle information

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
kco
I Plan to Stick Around
Posts: 76

Misleading wireless(mobile) data usage cycle information

I also believe Rogers should provide more timely updates for internet data usage. My previous provider's data was a maximum of 4 hours old and even this is not timely enough. By checking my data usage different times of the day, I have found Rogers does not even meet the 12 hour update interval. Timely information is important near the end of the billing cycle.

 

We are on the "For Heavier Usage" hub plan with steps as follows:

5GB - $60
10GB - $75
20GB - $90
50GB - $110
100GB - $145

 

Mobile internet is the only option for decent internet my rural location and Rogers has by far the best plan. We easily run up to the 20GB for $90 limit and expect we will start using more services like Netflix which will put us closer to the 50GB for $110 limit. We have two tablets, two smart phones and two Linux servers requiring software updates. I often postpone the larger updates to near the end of our billing period and will delay them further to the next billing period if we are near the 20GB limit. That saves us $20 for the month. Conversely, if we have a fair amount of room before the 20GB limit, I'll do all the software updates and perhaps download some video files to get up near the 20GB limit.

Once we subscribe to a service like Netflix or similar and normally start using over 20GB per month our next goal will to be to stay below 50GB per month. The penalty for going over the 50GB limit will cost $35 instead of the $20 for going over the 20GB limit.

 

The point is: timely data usage information is quite important for some of us.

I appreciate the information this thread provide regarding the billing changing on UTC time. I had assumed it was either the Eastern Time or my Pacific Time.

 

I think Rogers should:

1. make a note on the data usage web page saying that the billing changes at 19:00 Eastern Time.
2. provide more timely information for data usage. At worst it should be 4 hours delay instead of 12 hours (as competitors are doing).

 

Thanks for you information on this Gdkitty. I wonder why it takes up to 1.5 days to update the website data usage information. Surely they could read a more current database.

 

That said, I am very happy with Rogers "Heavy Usage" mobile offering.  It is far superior to the competition.

 

Solved! Go to Solution.

Accepted Solutions
RogersMoin
Moderator
Moderator
Posts: 2,010

Re: Misleading wireless(mobile) data usage cycle information


@kco wrote:

So, the main points:

1. the data billing cycle ends at midnight for the time zone in which the device is registered
2. it appears data usage information is usually updated only once per day and is the total usage for the billing cycle to the end of the previous day.  However, I think the data may be updated once more during the day on the day previous to the billing cycle end day (i.e. the 27th for me because my billing cycle ends on the 28th).

 

I hope my information re: point #1 is correct.

 

RogersMoin, is there a way you can check your sources to determine when a user's billing cycle ends (i.e. the time zone)?

 

Thanks


@kco - Your point # 1 is almost correct. The explanation is as follows; the device may be served(authenticated) from any node(switch) on the network and the billing cycle ends at midnight of the node's time zone.

 

Generally, for the devices in Ontario and Quebec, the billing cycle ends at midnight Eastern Time. The Atlantic region is served out of Montreal so the billing cutoff  for NB and NS would be 11 PM and for NF will be 10:30 PM. The west region and Manitoba are served out of Calgary or Vancouver, so the cut-off time will be between 11 PM and 2 AM for those accounts.

 

Cheers,

RogersMoin

 

View solution in original post


All Replies
kco
I Plan to Stick Around
Posts: 76

Re: Misleading wireless(mobile) data usage cycle information

I notice the timeliness for usage reporting is greatly improved over last week or so.  I think mine was updated three or four times since 05:30 this morning and now at 18:30 (in BC). 

 

Much appreciated.

 

kco
I Plan to Stick Around
Posts: 76

Re: Misleading wireless(mobile) data usage cycle information

My enthusiasm two weeks ago re: more timely usage reporting was premature. For a day or so it seemed like usage was updated a few times throughout the day. Starting January 16 I recorded Rogers usage stats throughout the day(if I was around the computer). It looks as if updates for my account happen once per day sometime between 23:00 and 04:30 Pacific Time.

 

Here are intervals for days when I was able to record usage for greater than 12 hour periods throughout the day and the website data usage was not updated. The intervals are between my first and last website checks that showed no change in the data used. So the actual website update intervals will be greater than what I observed.

 

Jan 16 07:30 to Jan 17 08:00 - 24 hrs
Jan 19 - 16 hrs
Jan 20 - 13.3 hrs
Jan 21 - not recorded
Jan 22 - 16 hrs
Jan 23 - not recorded
Jan 24 - 14.3 hrs
Jan 25 - 16.6 hrs
Jan 26 - 15.5 hrs
Jan 27 - website updated mid morning(rather than sometime between 23:00 and 04:30), this is the only day Rogers data usage changed during a day
Jan 28 - 15 hrs

 

The Rogers' "Updated 12 hours ago" claim is meaningless. If they can't update webpage data at least every 12 hours they should get rid of the bogus message. A better option would be to provide a time stamp for the last update rather than "Updated 12 hours ago".  That should not be difficult.

 

I used the Rogers Billing online chat tool this morning to see if I could get yesterday's final GB number(which ended Jan 28 @16:00 Pacific Time) and usage so far in the new billing period. The contact person worked on it for 25 minutes and was unable to get the data. I have to wait for the invoice to see the final GB.

 

However, the contact person did say the technical support group may be able to provide more timely information. I think that may be true. I worked with the technical group when first installing my (non-Rogers) router and service. I recall at that time the support person was able to provide current usage.

 

It should be not too difficult to provide more timely usage data via the web page. It seems the routines could read a current database rather than some ancient snapshot.

 

Timely usage data is important for some. I think my normal use will be below 50 GB per month. Exceeding that results in an instant + $35.00. If we are close to the limit we may postpone watching a Netflix movie to the next billing cycle. Similarly, if we have lots of room, I can choose to run software updates for computers, tablets and phones.

 

Thanks to this thread I know my billing cycle starts at 16:00. Also, Rogers website usage statistics (usually) update between 23:00 and 04:30. As a workaround, and if close to my 50 GB limit, I intend to read the website usage information early in the morning and then disconnect/reconnect the MF275R Rocket Hub (via the Home page). That resets the "Current Connection" reading on the Information-->Statistics page. I will be able to get fairly accurate estimate of my total usage.

dontregisterme
I've Been Here Awhile
Posts: 3

Re: Misleading wireless(mobile) data usage cycle information

Another way Rogers misleads you: data usage cycle 0 days left

 

Happened to log in and realize I was over my cap with 2 days left showing on the cycle.  Logged in 2 days later at about 6:00 am, and the meter shows 0 days.  When I called to ask them exactly what time of the day the cycle actually restarts, I was told they don't know and can't give me an exact time.  I explained that they have to know, because that is how they bill.  After a very long wait, I was told it resets at midnight.  So what that means is for an entire 24 hour period that the meter is saying 0 days, you are really in your last day.

 

 

kco
I Plan to Stick Around
Posts: 76

Re: Misleading wireless(mobile) data usage cycle information

It resets at midnight Greenwich Mean Time.  I am in BC so my billing cycle ends at 16:00 on the 28th of the month.  That would be 19:00 in the Eastern time zone. 

 

The online data system could use improvement.  Some possibilities:

 

- show the days and hours remaining in the billing cycle.  Since they know our addresses it would not be difficult to determine the time zone.  Failing that, include a note stating the billing cycle ends on your billing date at 19:00 Eastern Time.

- show the actual time the data usage was recorded instead of the meaningless "Updated 12 hours ago".  As far as I can tell my data usage is updated only once per day shortly after midnight Pacific Time.

- update data usage more frequently.  Once every day seems a bit coarse.

 

I'm on a Rocket Hub Heavy Use plan and aim to keep under the 50 GB step.  So far I have been able to do that but it costs an instant $35 for the next step of 100 GB.  I made a spreadsheet to record usage and estimate the average GB/day I can use for the remaining days to keep below 50 GB.  So far it has worked well.

 

InetUseExample.JPG

 

 

dontregisterme
I've Been Here Awhile
Posts: 3

Re: Misleading wireless(mobile) data usage cycle information

What is astounding is that a CSR said they couldn't give me an exact time.  The start date and time of the beginning of the next usage cycle should be shown next to that garbage "My Wireless Usage" meter.  Which BTW, I have also noticed it often is not accurate to even the last 12 hours.  There have been multiple times it hasn't budged for several days with regular usage ongoing.

 

I specifically asked for clarification on the time, and there was no mention of GMT.  The fact that a customer would expect time references to be provided in their own time zone is so astoundingly obvious that it is clear this is just another way Rogers wants to deliberately confuse us.

 

 

Having to use alternate tools to monitor my usage is a poor substitue for Rogers providing the information (which they already have) in a clear and timely manner.  At the moment (May 3rd!) I can only see detailed usage up to April 2nd, more than a month ago. This is atrocious.

 

A company that can provide a variety of leading technological media services can't provide a useful, near real-time meter of my data usage?  Ridiculous.  Obviously, deliberately misleading.

imorton
I'm Here A Lot
Posts: 6

Re: Misleading wireless(mobile) data usage cycle information

I agree, as I too want to keep my usage under the 50GB, but the Wireless Usage section of My Rogers is totally useless....

We can CLONE SHEEP, but Rogers can tell me how much data I have left, nor when my billing cycle ends.

Not impressed.

kco
I Plan to Stick Around
Posts: 76

Re: Misleading wireless(mobile) data usage cycle information

Another way you could track usage would be to use data from the Rocket Hub once you get close to the end of your billing period.  The Home page for the Hub gives Current Data and Duration statistics.  I think it is from the time of connection, but it may be from the last reset.  So you can set it to zero by either a Disconnect (if it counts from a disconnect) or a reboot (if it counts from a reboot).

 

I notice at times mine goes back to zero at times but I don't know whether it is from a disconnection or the counter simply "rolls over" at some limit. I know some were not due to reboots because there were no power outages and besides, the battery backup works well for power outages.

 

You can also see the data on the Information screen. It gives readings for the Current Connection and the Current Month.

 

imorton
I'm Here A Lot
Posts: 6

Re: Misleading wireless(mobile) data usage cycle information

Thanks for the reply, and the different workarounds.

It's a shame that Roger's as a huge corporation, can't you give us a data usage counter that we can use or rely on.

gwmacdonald
I Plan to Stick Around
Posts: 31

Re: Misleading wireless(mobile) data usage cycle information

I have been tracking the data usage on my RocketHub for almost three years.    I have a router on the perimiter of my network through which all the RocketHub traffic passes.    On a daily basis I record the WAN data throughput on this router as well as the data usage recorded on the Rogers website.

 

Initially I assumed that the data usage on the Rogers website was a snapshot taken at midnight my local time (Mountain), so I recorded the data usage on my router at that time as well.    When I realized that the Rogers data and the data recorded on my router weren't synchronizing as expected, I started to record the data on my router at midnight Eastern time.    This shift produced better synchronization.

 

Recently I returned from a ten-day trip on the evening of the first day of my billing cycle.   The RocketHub was powered off during my absence.   I powered on the RocketHub at 19:00 MDT.    According to the thesis suggested earlier in this thread, if the data snapshot recorded by Rogers on its website is taken at midnight GMT, there should have been no data recorded for the first day of my billing cycle because the RocketHub was not powered on until after midnight GMT (18:00 MDT).     However, the data usage displayed on the Rogers website the next day was consistent with what I recorded on my router at 22:00 MDT (midnight EDT), thus confirming in my mind that the data snapshot displayed on the Rogers website is taken at midnight Eastern time.