Setting up prepaid plan

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I'm a Trusted Contributor
Posts: 766

Re: Setting up prepaid plan

I  came came back to edit my post to say in my opinion  there is no" borderline " about it but it is too late . I can't see how it is not illegal to  not  state in an obvious and clear manner whether the 911 fee is either included in the plan price or not and to this time I do not see it anywhere in that plan offering and fine print . 

 

 

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I'm a Senior Advisor
Posts: 3,668

Re: Setting up prepaid plan

You are absolutely right.  I have the $100/year plan that runs a balance and when I go to my Transaction History I see a 911 Access Fee of $0.75 charged every month. That's clear.  But when I go to MyRogers > Shop and look through all the Prepaid plans offered, nowhere can I find any mention of the 911 Fee, i.e., whether it's included or an extra charge on top of the plan. Here is what Rogers publishes on the fee, but it still doesn't make it clear whether it's included or in addition to the plan price.  http://www.rogers.com/web/content/wireless-911?content10=wireless-911#,Tabset1--4,


LG-E410B PayGo. Location: S-W Ontario
I'm a Trusted Contributor
Posts: 766

Re: Setting up prepaid plan

So ... is Rogers going to correct this lack of information   or just let customers  find out the hard way ? 

 

Any Rogers people got a defintion of TTaxes  figured out ... googling or a search of the Rogers site  brings up nothing except this thread . 

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I'm a Senior Advisor
Posts: 2,154

Re: Setting up prepaid plan

@barndoor  I think that is what this board and is for - we have to ask because clarity of use, pricing, etc with the features of our plans is not always overly clear, if there at all.

 

Just the way it seems to be, nothing new.

 

I feel your pain and frustration.

 

I can assure you that my recent attempt to clarify changes to my plan on Roam like Home was not fun at all.

 

If I ever go Pay as you go, not sure I would do it with Rogers anyway.

 

Hang in there, Bruce

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I'm a Trusted Contributor
Posts: 766

Re: Setting up prepaid plan

Actually I found this mentioned on another board and then researched it to confirm before i brought it back here  .  Every other company I checked out offering  prepaid  plans states clearly whether the 911 fee is an extra or included in the plans .Most are only to be found in subscripted print  but are clearly outlined  when you find the subsript . Rogers as of the time of this post does not that i can find .  

 

And when you think about it in a little more depth  you can  see the negative effect that this  lack of info  can have on the customers situation .  

Yet  we haven't heard a peep from Rogers  staff  to provide an explanation or direction as to just where the pertinent information is located  . What am I saying ... no one here seems to be qualified to address pay go issues anyway  ... why have pay go as a section of the board if all you can ever seem to respond with is  ....call the paygo number and ask. 

 

I don't feel "Just the way it seems to be, nothing new." is not the case here .  I have grown accustomed to having to search out fine print and subscrpts in the strangest places...  I agree that is nothing new.  But to not make pertinent information  available or possibly using questionable terminology to refer to it  does seem to be a new twist to me .

 

And as far as your comment regarding "If I ever go Pay as you go, not sure I would do it with Rogers anyway."  I agree completely now  ...  but there was a time in the past that I didn't  feel that way .  Smiley Wink

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I Plan to Stick Around
Posts: 32

Re: Setting up prepaid plan

$10/month is $120/year, not $240 (A calendar year has 12 months).
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I'm a Trusted Contributor
Posts: 766

Re: Setting up prepaid plan


@TwitchyPuppy wrote:
$10/month is $120/year, not $240 (A calendar year has 12 months).

Since @newuser12345 doesn't seem to have been back on sit  since that post I will  respond with what I think was the point they were making. 

Your math is excellent Twitch  but I think you have missed the point that  the plan is $120 a year PLUS money on account for the 911 fee .  True the 911 fee won't take ten dollars a month  BUT if you have that money on account then you can make or receive a long distance call that you were not intending to  thus using up that $10 very quickly depending on your situation ( for example when I started with Rogers anywhere on the property was local... now to sit in my house of 30 years and receive a call on my paygo phone I get burned for  long distance )  . It's a clever way of setting it up just not particularly customer oriented. 

Regardless I think it was that potential EXTRA ten dollars a month that  newuser was referring to as potentially bringing the total  up to$ 240.  Smiley Wink 

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I'm Here A Lot
Posts: 7

Re: Setting up prepaid plan

Incoming calls from 6-9pm depleting my balance because they are mistakenly under PST time zone

 

Well, it's been non-stop frustration for months now dealing with an issue that Rogers still hasn't resolved.  I'm on the one year $120 plan with unlimited texting and unlimited evening (after 6pm) and weekend calling.  The plan also includes 50 anytime calling minutes for the year.  At some point during the year, we noticed our 50 anytime minutes were gone even though we hadn't used those minutes, and we were restricted from making calls during the daytime.  We initially called Rogers and were told that we must have used those minutes but they couldn't prove it.  After calling Rogers multiple times, one of their reps finally figured out what the problem was - incoming calls between 6-9pm were being treated as if they were under the PST time zone even though I and my plan are in the EST time zone, so Rogers was essentially treating 6-9pm calls as being received between 3-6pm.  This didn't impact my outgoing calls.  So, basically my account was being depleted for each and every call received between 6-9pm even though they should be free as part of my package.  Rogers has put money back into my account but their engineers still haven't resolved the problem and they don't know when it will be fixed.  So, every so often, I have to call them once again to reiterate the problem.  Unbelievable!        

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I'm a Trusted Contributor
Posts: 766

Re: Setting up prepaid plan

Sorry ...only help I can offer is to sympathize . 

 

You must admit tho, that is a much more novel way of getting your money than  not disabling your voice mail by the book .   Smiley Happy

 

You must be the only one in that time zone with the $120 plan ... Smiley Wink  

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Retired Moderator
Posts: 390

Re: Setting up prepaid plan

Hey @min99,

 

Welcome to the Community Forums. 

 

I'm sorry to read of the length you've been experiencing this issue. I can't imagine how frustrating it must be for you.

 

Has there been a recent ticket opened? If airtime is deducted in error due to an issue on our end we really want to make sure you get credited.

 

I'd suggest to reach out our Pay As You Go support for any other clarification. Please dial 1-800-575-9090, after confirming the language, Press 4, and then Press 4 again. At the end of the third menu, press 1 to reach an agent quickly.

 

Regards,

RogersCilio