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Old 01-24-2005, 04:14 PM   #1 (permalink)
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Default I got billed $300 for data use - Are you a ROGERS User?

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Hi!

Rogers BlackBerry "Unlimited" plan is not unlimited, but has a 25meg cap. I exceeded 25 megs on Data on Rogers recently,
and got billed $300 for last month's BlackBerry use

Are you a Rogers BlackBerry User -- if so, you should click the below link to vote:
POLL: Click to Vote How Much Data You Use:
1meg? 5meg? 10meg? 25meg? More?
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Old 01-24-2005, 11:11 PM   #2 (permalink)
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Mark, I want to respond here since you are likely to see it first. Ask to speak to a supervisor and keep moving up if you aren't satisfied (I know you know this, but I also know that you seemed pretty ticked off to be so passive on the phone - hehe).

Anyhow, I would say that at the time you signed up, you were told that the plan was unlimited - no clauses stating otherwise. Now that you are aware of the clause statement about a cap, then you feel that their false advertising and misinformation should change. Like I said, keep going up the chain until you find someone who will give you the credit. What they are doing would be considered unlawful here in the states, although I'm not sure on the laws there. If they advertise as unlimited explicity, even if they have a small clause, you can usually find a legal loophole.
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Old 01-25-2005, 04:06 AM   #3 (permalink)
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At the moment, I am using a different strategy. I am demanding the Rogers $100-for-100megs plan, which exists on all other phones except for the BlackBerry.

Here's an actual copy and paste transcript of my relay-phone-call conversation with Rogers. I use a relay service for the deaf similiar to the American www.relaycall.com ... which allows me to record text transcripts of phone calls, for deaf people like me to read.

Quote:
877 226 7243 (1,1) ringing ...thank you for calling the rogers wireless data service centr...going through system...one moment please while we transfer your call to a customer servce consultant...thnk you for calling this is todd ... ga

i am calling in regards to my blackberry rogers account for a billing issue GA

thank you can i ask who is calling please. GA

this is mark rejhon, i am calling ... spelled r e j h o n .... and the account phone number is ### ### #### [Edited to protect the innocent] GA

thank you ...what can i help you with today again? ga

Before I proceed, what is your representative I.D. number ... GA

####### [Edited to protect the innocent] ga

number ####### [Edited to protect the innocent] right? GA

that is correct ga

and your name is todd and what is your last initial GA

# [Edited to protect the innocent] ga

letter # [Edited to protect the innocent] ... thanks. Okay, if you look at my bill, I am charged for data that went above twenty five megabytes for the last month, and I am wondering why I am charged because I am on the 60 dollar plan. Some say that this is a soft cap that Rogers has, but I know many people who were never charged for going over this limit. Why was I charged? GA

ok ...it is actually not unlimited it does have a 25 mega bite cap let me check andee ifyou exceeded that...cheking...ok yes you did exceed 25 megs in fact you doubled it to over 56 megabites on website where there is a destription of the data pan is listed it does state in the daa pricingthat rogers reserves the right to limit the customer to 25 mega bytes and there is a charge after that month ga

yes I read that, but I had expected that this only happens when I reguarly abuse rogers rather than a one-time thing like this month. And I did not abuse rogers, it was simply a surge, and I know many people who were not charged for a one time surge. Problem number one is that unlimitd should mean unlimited. Problem number two is that there is no way to easily check my data usage so that I do not get hit by unexpected charges. Problem number three is lack of fair warning, which prevents me from being able to make preventative measures for unexpected charges. Problem numbe rfour is inconsistency' because not everyone is always charged; problem number five is that there does not exist a plan to raise the limit on a BlackBerry. On a sierra wireless aircard or something, there is a 100 megabytes for 100 dollars plan. I wanted that for my BlackBerry originally if you remember, but they did not let me get that, because I was not happy wit hthe 25 megabyte potential threat. Can you explain and reconcile all of these problems? GA

i will do my best first of all the 100 data plan for somthing like an aircard, none of the plans for the modem cards including the 100 megayte plan would work on a blackberry they would not provision the number on the dvice to alow any access to the blackberry web client server they are digned for a completely diffeent type of service they are not compaable umm...i know you have spokn pat last thusday about the blackberry usage and she also advised you of the limit i'm not self to make any comparison to other cusomers account i can only explain your account to you unfortunately there is nothing that i can do to credit the charges the usage is clear it exceeded the limit i do appreciate and also a an extend the way that the prouct is marketed and the words unlimited should not be posted on the site when we do oppose a limit or reserve the right to limit the customer to 25 megabytes and charge thereafter i have brought that to the attention to our management before unlimited is umlimited truly but there is still a disclaimer on the site about the limit .... language of that price plan of 60 dollars ...basically for i would say 99 percent of our customter base it is unlimited it taes a lot of usage to exceed that it's rre when i myself anyone exceed i...ummm that would why it is marketed that way ga

okay, but the problem is that I want to upgrade now. Please put me on the next plan above the 60 dollar plan. If none exists and I cannot pay more for a reasonable plan comparable to other plans for other phones, then I want to cancel my Rogers. The other thing I want to say is that I am a deaf guy so I installed microsoft messenger chat on my BlackBerry, which Rogers allows nowadays on newer models of BlackBerries ... there's more and more software that just came out recently that allows things like telnet, secure shell, and chat, without needing a blackberry enterprise server anymore .... so things like that are going to become a bigger problem for your individual customers in the year 2005, and you should look into deploying a new 100 dollar blackberry plan as soon as possible or I am cancelling... I cannot see the logic in limiting me and letting me suffer further when I am willing to pay extra, but not triple the size of my usual bill ... GA

telling him ....i understand where you are coming from and your comments make sense to me unfornately there is no higher plan you are on the highest one available ummm...there is nother plan to give to you i don't know what else to suggest you aren't currently under contract, as much as we would like you to stay you could cancel and there would be no penlty ga

i am willing to go under contract provided you let me on a higher data usage plan. Please expedite this to a high escalated priority. Even though a plan may not exist, please use everything in your power to escalate this issue so that Rogers deployes a new plan sometime early this year. I'd really like to stick with Rogers, but they have to get the billing ssytem in order to allow a higher usage plan. But I refuse to stay with Rogers if I continyue to get billed like last month. So do everything you can to get this suggestion to the management ... GA

i can fowarded your comments the management is aware of the data service and the plans that we offer taht is the best that i can do certainly is there anything elese that you needed today?? ga

No, but in case I call back, what is the phone number to cancel my Rogers plan? GA

same number that you called today ga

okay, anyway do your best to make the suggestion to management immediately ...and remind them regularly. Thanks and bye bye for now SKSK

[Relay Call Terminated]
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Old 01-25-2005, 04:08 AM   #4 (permalink)
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By the way, the www.RogersIsNotUnlimited.com redirect is now up and rujnning.
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Old 01-25-2005, 08:23 AM   #5 (permalink)
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hmm my question now is.. Does AT&T / Cingular, Verizon, Sprint and so on do the same thing? I will need to start checking into this.


Thanks for the heads up.


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Old 01-25-2005, 10:32 AM   #6 (permalink)
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Quote:
Originally Posted by Mark Rejhon
By the way, the www.RogersIsNotUnlimited.com redirect is now up and rujnning.
very nice Mark.

I would find out the email address of a person in management and let them know about the issue. I mean, heck... even the rep you had on the phone said that they were basically feeding a false and misleading advertising campaign.

Also, I know you have resources, check to see the laws up there for misleading advertising such as this. Even though its a small case, I believe the Rogers name is big enough in Canada that someone may look into a class-action suit. I'm sure others are in the same boat as you (or soon will be, atleast).
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Old 01-25-2005, 11:03 AM   #7 (permalink)
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Hi Mark,

I'm on Rogers Wireless as well, with the $90 plan which (if I remember correctly) has 'unlimited data with 25MB cap', 350 anytime minutes, and unlimited evenings & weekends. I also have the LD saver, and essential value pack. This is with the 7790 on a 2 year contract.

I am connected via the corporate BES, and rely heavily on my BB on a regular basis all over Canada and into the US. I receive anywhere between 25-50 email messages a day, along with viewing various attachments. Potentially, I could receive/send more but I've purposefully took the time to set up filters for incoming messages I don't need to see on the fly. I also use the browser quite a bit as well. However, I have never gone beyond more than 4-5MB a month despite my usage. (Voice is a little different though). Also, I have never attempted to use my BB as a GPRS modem either.

What I'm curious to know is how you're using your BB? How could you use that much data in a month? I can probably understand if you're using it as a modem but as a Blackberry email/voice only, that's pretty insane.

Regarding the 25MB cap, it was explained to me by our corporate rep from Rogers that it is there and that they *could* charge us if we went over. From my point of view, I really really doubt I could push even 10MB personally. And one month I certainly attempted it by removing all my filters, viewing every attachment, browsing the web whenever I had the time... I don't think I got past 6MB.

Cheers.
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Old 01-25-2005, 12:00 PM   #8 (permalink)
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I got my first rogers BB bill and I used 19 MB

I think that Verichat uses alot of data. especially if you leave it on 24/7. Other than third party apps that are accessing the network I dont see how you could have used that much data.

How much data have you used in the past on average?


As far as paying for it good luck with your case!!
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Old 01-25-2005, 12:48 PM   #9 (permalink)
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Mark, I would be interested to know what Rogers Wireless thinks about their plan after yesterdays ruling against Sears.

Globe And Mail Article

[Edited by Mark Rejhon to make URL shorter, to prevent sideways scrolling]
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Old 01-25-2005, 01:29 PM   #10 (permalink)
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With OS3.8 (7100t) with approximately 4,000 emails/mo on my phone (not all are read, obviously), I use 1.2MB of data per month at the highest. This is with a BES, though. Also, with TMO.

Now, the interesting thing with the TMO bill is that it appears this is charged only when I access the web - its not daily charges and the charges are very cheap per day ($0.25 max).
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Old 01-25-2005, 01:33 PM   #11 (permalink)
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From the Rogers.Com web site:

** Rogers Wireless reserves the right to limit usage and charge $7 per additional MB for excessive usage over 25 MB of data per month.

The ** footnote appears next to the "unlimited Internet" line.

Of course I have no idea if and when that first appeared.

And I am thinking that all the IM could be responsbile :(
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Old 01-25-2005, 05:49 PM   #12 (permalink)
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Mark, did you figure out how to use it as a modem and not tell us? =-)

I feel your pain, i have not gone over on my blackberry usage but i've successfully fought rogers on overages (voice) 10x the amount you were charged.. we still had to pay some of that though..

i think you know what to do, but keep going higher and never accept NO as an answer, especially for a first time 'problem' they should be able to forgive it.

With the on-set of the Blackberry modem, and other applications i completely agree, there needs to be a new tier of 'unlimited' service..

it's too bad, but rogers will take quite a while to catch up. I suggest all rogers customers write your rep(s) or the company to ask for this plan, only then may they listen faster.
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Old 01-25-2005, 10:00 PM   #13 (permalink)
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I do not use BlackBerryModem ... Yes, I made a BlackBerry Modem FAQ without ever witnessing how it works. I just did a good job collecting information necessary.
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Old 01-29-2005, 10:29 AM   #14 (permalink)
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Right now, I am not contesting the bill but contesting the lack of a $100-for-100megs plan. See my signature below:
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Old 01-29-2005, 10:56 AM   #15 (permalink)
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Sounds like Rogers is talking out of both corners of their mouth.

Here is the definition of unlimited from the Merriam-Webster website.
Main Entry: un·lim·it·ed
Pronunciation: -'li-m&-t&d
Function: adjective
1 : lacking any controls : UNRESTRICTED
2 : BOUNDLESS, INFINITE
3 : not bounded by exceptions : UNDEFINED
- un·lim·it·ed·ly adverb

If you were in New York State, Rogers would be liable for treble damages for false advertising. I have Verizon and at $50 a month, have unlimited nationwide coverage. My BB is on 24/7 but I don't have web browsing or IM, yet. TXT msg which is what they charge for IM are 2500 for $25.

I would suggest you contact your local consumer protection agency to see what rights you have. Furthermore, given that you are hearing impaired, I am not sure if you have additional rights, as I do under the ADA.
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Old 01-29-2005, 11:41 AM   #16 (permalink)
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They are going to HAVE to change the plans, assuming they have a large corporate base. Keep in mind on how much else that 4.0 wirelessly synchs.

In ONE DAY, i used almost 2MB of data with OS4.0.
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Old 03-03-2005, 08:45 AM   #17 (permalink)
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Quote:
Originally Posted by jibi
They are going to HAVE to change the plans, assuming they have a large corporate base. Keep in mind on how much else that 4.0 wirelessly synchs.

In ONE DAY, i used almost 2MB of data with OS4.0.
In my first 3 days of usage, I racked up 2.7MB. I called Rogers to cancel, and the rep told me that they can cancel if my phone had less than 125KB of data and less than 30 minutes of usage. He used the analogy of a car - you can't roll back the odometer. At which point I told him that a BB is much closer to a computer, which can be refunded for the entire 30 days regardless of usage. Not to get off-topic, but I think that Rogers customer service is reaaaaally lacking. Telus is the best I dealt with, and I wish I stayed with Telus. I just wanted 7100 BB, and Telus only has 7x50. Anyhow, moving on.

I had 32 minutes, and 2.7MB of data. The problem is that nowhere on my contract did it say 125KB of data, not even in the new contract that I received when I replaced my BB due to warranty issues.


So, 25MB in a month is not that much. I browsed a few websites, or attempted to, to be accurate.
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Old 03-03-2005, 10:19 AM   #18 (permalink)
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Quote:
Originally Posted by "maxbIn ONE DAY, i used almost 2MB of data with OS4.0.[/quote

In my first 3 days of usage, I racked up 2.7MB. I called Rogers to cancel, and the rep told me that they can cancel if my phone had less than 125KB of data and less than 30 minutes of usage. He used the analogy of a car - you can't roll back the odometer. At which point I told him that a BB is much closer to a computer, which can be refunded for the entire 30 days regardless of usage. Not to get off-topic, but I think that Rogers customer service is reaaaaally lacking. Telus is the best I dealt with, and I wish I stayed with Telus. I just wanted 7100 BB, and Telus only has 7x50. Anyhow, moving on.

I had 32 minutes, and 2.7MB of data. The problem is that nowhere on my contract did it say 125KB of data, not even in the new contract that I received when I replaced my BB due to warranty issues.


So, 25MB in a month is not that much. I browsed a few websites, or attempted to, to be accurate.
that's pretty ridiculous.. 30 minutes max for no remorse refund? i'd take it back to to dealer you got it from to return it and have them "no show" the activation..(not sure if that's how they do things.. but you get my point).. and the data restriction for no remorse is even more ridiculous..
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Old 03-05-2005, 12:55 PM   #19 (permalink)
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Default Just say no

I too had many billing issues with Rogers in the past and eventually got fed-up enough to pay the cancellation penalty just to make my point. The only way Rogers is going make the changes you want is if enough consumers just say no and take their business elsewhere. Sometimes choice is the only power consumers really have.

Unfortunately it will take a vast number of cancellations to effect their operations; consider that Best Buy and Future Shop last year discontinued sales of all Rogers products due to ongoing customer (dis)satisfaction problems and a search through this forum finds numerous posts from users disappointed with their Rogers service. I especially like finch's signature (robbers wireless). All I can do now is stand by my convictions and share my concerns so that others can make an informed decision to do the same.

Before I left Rogers, I experienced numerous billing problems related to misleading ads and hidden service changes as well as some related to errors on their part. I found that customers were expected to pay again if a billing issue arose and they always gave benefit of the doubt to themselves. E.g one time following a server disruption the onus was placed on customers to spend ridiculous amounts of their valuable time calling customer service and proving payments by means set out by them (Rogers). Additionally, I experienced a negative "corporate" customer service environment with useless agents that had no power to help me and supervisors that were inflexible and supposedly tied to black and white "policies".

So I did the only thing I could, cut my losses and walked away. I won't use Rogers or Fido branded services like wireless, cable, or broadband internet, I won't go to SkyDome (Roger's Center) anymore and I won't vote for John Tory or anyone else associated with Rogers.

I switched to Bell Mobility and have since had a much better experience despite hardware delays related to Qualcomm. Good luck with your transition to CDMA, I hope you'll find it's not so bad and in many ways better!
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Old 11-17-2005, 08:18 PM   #20 (permalink)
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hi! what's the experience now? anyone able to go over 25 megs and NOT get billeD? anyone using the blackberry as a modem on a laptop or other device successfully?

With EDGE devices coming soon.. this has to change.

I'm told the guys @ Waterloo with the 8700's are all told to watch their data usage.. the new device downloads *fast*

Last edited by headtailgrep : 11-17-2005 at 08:36 PM.
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