Originally Posted by Denton
There is nothing wrong with Rogers: been with them for five years -- Vancouver, Toronto and Ottawa -- and have never considered leaving them. Some people are never happy -- and there are just as many people who hate Telus as hate Rogers -- more out here in the west. Bell doesn't elicit the same feelings here on the west-coast because they're new to the game out here.
The reason that Apple would go with Rogers is not EDGE, but GSM: Telus and Bell networks are incompatible with the iPhone.
I've been with Rogers for over 10 years (I have one of those Internet/TV/cell phone bundles), and yes, there is a lot wrong with them. People think they're alright because they've never had to deal with any other company. Please, since you seem to like them, tell me what justification there is for Rogers' cell phone data plan prices (other than corporate greed). We have a huge problem in this country in that Canadian competition laws regulate foreign (American) companies, while at the same time giants like Rogers and Bell are free to step all over consumers. It's been going on for decades. The CRTC should be allowed to do its job, but AFAIK they are prevented by law from doing anything about Rogers' monopolistic bully tactics. Case and point: Rogers' ridiculous "unlimited" (which actually isn't unlimited) cell phone data plan. Once upon a time, FIDO was an independent company, and had a (truly) unlimited data plan (for around $25/month, as I recall). Then, along came Rogers and bought them. 3 months later, no more FIDO unlimited data plan. Tell me that's good for consumers.
Bully tactics, you say? How about this: Rogers routinely signs contracts with landlords that (legally) prevent any other service providers from doing installations on their property. Around where I live, there are a lot of working-class families living in high-rise apartments getting gouged on their cable/Internet bills by Ted and his band of corporate thugs. People are forced to buy their Internet and cable TV services from Rogers, simply because of where they live.
Even people who aren't Rogers customers know of the company's legendary reputation for awful customer support. Every time you call, you have to go through the same excruciating automated voice message system. Once you're through that minefield, you wait on hold until you're either: a) directed to a (likely outsourced) customer support rep who doesn't know what they're talking about, or; b) you're directed to a customer support rep who takes the attitude that their problem is actually your problem. If you're really lucky, you'll get directed to someone who actually knows what they're talking about and gives a damn about their job. I don't blame the customer support reps, my anger is usually directed at Rogers management; I can only imagine how soul-destroying it must be to work for that kind of company, not to mention working in a call centre. In any case, those who've been Rogers customers for long enough may remember the days (in the late 90's and early 2000's) when Rogers "high speed" Internet used to go down 2-3 times a day on average. Throughout it all, Rogers continued charging customers $50/month, and never once offered a (partial) refund; once, I remember the Internet being down for nearly 24 hours.
In 1998, an Ontario court judge sued Rogers in small claims court, for failing to provide the services they said they would. When her Internet started going down for days (even weeks) at a time, she called Rogers tech support, who said nothing and did even less. She got frustrated with going around in circles, so she refused to pay her Internet bill (why should she have to pay for a service not being delivered?). Rogers, who apparently didn't care as long as she kept giving them money, sent a collection agency after her, who left intimidating phone messages at all hours and threatened to ruin her credit rating. The case never went to court, because Rogers developed a sudden allergy to bad PR and settled the case.
Another great customer support move by Rogers: negative billing. Does anyone else remember this? They sneakily added it to their deceptive "OneBill" (aka, the "bill-you-for-BS-services-and-hidden-charges" bill). Fortunately, there was a big enough customer revolt that Ted was forced to call the whole thing off. Speaking of Ted, did you know that terrorists actually stole his cell phone number (they did the same thing to a bunch of other Rogers customers)? Some people were hit with monthly phone bills of more than $1,000, showing long-distance calls to places like Afghanistan, Pakistan and Iraq. Rogers, in typical Rogers fashion, first pretended that there was no problem, and tried to force the affected customers to pay their hijacked phone bills. Again, the company was forced to back off by a CTV report on the matter, which cast them in a rather unfavorable light.
Now, a bit about Rogers "unlimited" "high-speed" Internet. First off, it's not unlimited. They throttle speeds at peak hours, and they throttle BitTorrent traffic a clear violation of the concept of Net neutrality. What's next, throttling YouTube because it's "becoming too popular?" Or limiting access to competitors' websites? Rogers recently asked customers to turn in their old modems so they could "upgrade", when in actuality all they were doing was switching them to a device that would allow Rogers even greater control over people's internet connections. Sorry, but I don't pay $60/month to get 5kbps upload speeds on BitTorrent (TekSavvy offers the same connection speed for $25/month, with no throttling of any kind). Rogers secretly started use packet shaping software on its network a little over a year, which is what has allowed them to throttle P2P traffic. Torrent client developers responded by adding features like transport encryption to their programs, to prevent the packet shapers from detecting Torrent data. Rogers has now responded by HEAVILY THROTTLING ALL ENCRYPTED TRAFFIC on its network. This not only affects P2P users, but also anyone using things like SSH, secure email and VPN in short, all of their business customers.
It'll be interesting to see how long Rogers can get away with this latest stunt. Hopefully, they'll be forced to back off. In the meantime, entire universities have had to switch service providers, because students are no longer able to access their email accounts remotely all thanks to Rogers.
Oh, and for anyone who's interested, Rogers actually has quite the fan club:http://www.ihaterogers.cahttp://www.boycottrogers.comhttp://www.dslreports.com/forum/rogers
>>> a 12+ page thread of people who've canceled their Rogers cell phone/Internet/TV services)http://www.iloveskydome.com/http://eurojenny.blogspot.com/2006/0...te-rogers.html
Melanies Story As Submitted To Ellen Roseman At The Toronto Star:
I read your column often and have a story to tell you that I hope you will be able to publish and assist in its resolution as well as draw attention to the tactics that Rogers AT&T are pulling on their consumers. Here is my story.
I was diagnosed with a chronic health issue in May of 2002; I could have applied for disability but chose to work around my disorder instead. I am not capable of being employed full-time with a corporate company, as we all know they want healthy people they can work to death and anyone with disabilities or health issues wont last.
Since January of 2003 I have worked hard to build a business, unfortunately with lack of help from the banks, corporations who keep the little guy out and the stress of building a business my health became worse. My financial situation has become desperate, medications that I needed to take to control my disorder were no longer affordable (partly due to utilities such as Enbridge, Rogers Cable and Rogers AT&T being completely inflexible and forcing us into what worked for them pay, pay, pay NOW).
I have wanted to write to you about my experiences with Enbridge and Rogers Cable before but had enough battles to fight. Well today I cant take it anymore after going through the same unethical tactics of Rogers AT&T. My family has reduced our expenses and lifestyle wherever we could to try and survive and meet the basic necessities in life.
I had signed up for the Rogers AT&T cell phone two-year deal before I knew I wouldnt be able to maintain a full time job and that I would be diagnosed with a serious chronic health issue. In July 2003 the finances were drying up and the spiral downward began, my bill to Rogers AT&T was in arrears and I have done my best to rob Peter, Paul and then anyone else I could find to keep all the utilities off my back and reduce the stress it was causing which was also aggravating my health situation.
On October 27th, 2003 a Rogers AT&T representative contacted me (Reps name: Rama) about my outstanding balance. I explained that I was not able to meet the payment arrangement made as Enbridge had put the hammer to us and was going to cut our gas off if we didnt pay them, I had to choose what was most needed and that was gas supply. I explained to Rama that I had a medical condition and the plight we had been experiencing. At this point he offered me their 80/20 option, which means they would accept 80% of the outstanding amount. I took the day to think it over and contacted a Rogers AT&T representative the next day, October 28th, 2003 (Reps. Name: Ursula). I advised Ursula that I would accept the 80/20 option and requested cancellation of my service at the end of the contract (The contract I signed ended Nov. 2nd). Ursula informed me that the amount I would need to pay by November 20th, 2003 was $227.00. After this arrangement had been made I still received calls from Rogers AT&T requesting payment of the full amount and I had to inform them that arrangements had already been made. Then the other day I receive a letter from them in the mail (please see attachment of a copy of this letter) asking again to phone and make payment arrangements and informing me that my service had been reinstated!?!? Another part to this oh so frustrating story is that the phone I purchased when I signed up for the contract was only working intermittently in the summer of this year and the phone finally crapped out in August 2003. We took the phone to a Rogers AT&T authorized dealer as I had purchased the extended warranty, found out from the representative at the store that we would have to pay for servicing the phone and any replacement parts that may be required, so we needless to say did not get it repaired or even looked at.
Today (November 12th, 2003, eight days prior to the deadline) I went to a Rogers Video store and honored the 80/20-payment arrangement, agreement and commitment. I came home and phoned Rogers AT&T to report the payment and ensure that my request for the service to be cancelled as of the November 2nd, 2003 contract was done as asked for when I spoke to their Rep. Ursula on October 28th, 2003. The representative informed me that the 80/20 option would not apply if I were canceling my service!!!!! You can only imagine my reaction to this information. Long story short after trying to tell the representative my thoughts on the matter I was given the "its our policy", "Im sorry you were misinformed by the two other representatives, but there is nothing that can be done" etc., I asked to speak to a Supervisor, by this point my Husband had to handle the talking from there on. Bottom line from the Supervisor is that we now still have an outstanding balance of $117.42 and will go to collections if it is not paid, reason for this amount is that I dont qualify for the 80/20 option due to cancellation of a service my family cannot afford. Even after my Husband provided her with the time, date, location that the payment was made as well as the payment authorization number from the receipt he was told that no decision could be made for 48 hours until the payment was posted on their system and she would get back to him then with a decision in regards to our outstanding balance. She also advised him that we would have to call back after the payment had been posted to cancel the service (I guess so they can make some more money off of our backs for a few more days, just lovely) We cant afford to pay this new amount and it is beyond me how I incurred such a high amount when my service has been suspended since September. My Husband did his very best to explain the entire situation to which they dont seem to care if my Son is going without food and I without the medications I need to keep my disorder somewhat in control. . After mulling it over for a few minutes my Husband called back and told them to log the following in their computer system under our account "As far as we are concerned our account is paid in full and that any further balance should be sent directly to collections and well take it up in court".
My Husband assured Rogers AT&T that we would be contacting you and that they should watch for this story if they think they can just steam roll over people without any consequences. This is so unjust that when they do send it to collections we are going to fight it in court no matter what it takes. Where is the accountability with these corporations do I really still live in Canada? Can you trust anything a company representative tells you? Is it our fault the Representatives knew I was canceling and still accepted the 80/20 rule. I cant sit on their end and ensure that what I am telling them is being logged correctly in the computer and from my experiences with all the utilities this year there is a high error rate in communications occurring. Much of this due to the outsourcing they have implemented, just look at the phone calls I received after making payment arrangements? The proof is in the pudding as the old saying goes.
I hope you find this story as disgusting as I do and would be willing to write an article about it. Please feel free to contact me by phone or e-mail for any further details or information you may require. Thank you for your time and assistance.
...And the list goes on. Just do a Google search. There's hundreds more satisfied Rogers customers, just like Melanie.