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Rogers is Screwing me over.

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DarkWhite

Member
Joined
Nov 14, 2009
Location
Great North
I've been having this issue for a while and decided I'd post it here, just so other Canadians know to avoid Rogers like the plague.

I'll start with background info, my plan has a bandwidth max of 60 GBs a month, which is usually enough for the usual web browsing, gaming, and downloading TV. Generally we come in between 20-40 Gigs a month.

A couple months ago we get an e-mail, less than 1 week into the billing period, saying we've gone over 60GB. We log into the online tool to see what our acces our account, and we had 3 days where we were above 15 gigabytes in usage, per day! We call them up and they tell us they're going to give us a refund for the additional charges we're going to incurr ($5 a gigabyte) and that they'll "look into it".

Next month, about 2 weeks in, we get an e-mail that again says we're over our limit, so we check the usage, and again, it's a 3-day period in which we have well over 1 GB of usage each day. We call them, explain that this is the second time it's happened, and ask if there's anything thewy can do. They tell us we can't get a refund, (leaving us with enourmous charges that we really cannot afford right now), and they suggest we take our router out of the mix for a month. So we do so, and leave only the main PC hooked satraight into the modem. So after a month without using the Wii, 360, extra PC's, or iPod touch, and our usage has gone down greatly, except for that same 3-day period. thank god we didn't incurr any charges this time, but the issue was unresolved.

Again we call, and they tell us that the router, has been compromised. First of all, that's not a valid option seeing as it wasn't even connected during the period of high usage. They tell us that we have o call our router company anyways, as they can apparently tell us if the router has been compromised. So I call, and am told that they cannot tell if the router's been compromised, but they check over my security settings, and tell me that chance are it hasn't been. (highest encryptions avail.)

I call back rogers and they tell me there's nothing they can do. So my question to them is, what are you going to do about the $50+ chages I'm getting each month? And their response is that they'll let us switch our modem for a different one, in case that's been compromised, which is relatively unlikely.


So my question to the OCers here is this:What can I do about it to get Rogers to actually try and fix this, as opposed to telling us it's our fault, and doing nothing about it.
 
Just say it has been comprimsed and get a new one. They should then refund the money.

Also, if this is happening on the same days each month. Try not to use any internet for at least a day then call them the next day and ask to investigate telling them you intentionally didnt use any bandwidth for that day in order to help them isolate the issue.

Im curious, your router, was it wireless and turned on? If so, was WEP/security enabled on it (I believe you said highest encryption)?
 
My issue here isn't really that my internet's been hijacked, (or is reported wrong) it's that rogers doesn't care. They will let s switch the modem, but that's as far as they'll go.
And yes, I had all the encryptions set up formaximum security, right down to hidden SSID.
 
Can you prove it WASNT you? To them you are just a user trying to get by their bandwidth limit.
 
Yes, as we went to Ottawa for 5 days, and turned off EVERYTHING. Unplugged all our computer, router and modem. And what do you know, in 3 of the days there was high bandwidth.
We even called beforehand to let them know we would be out of town, and there should be NO access to our internet at all, but they still say it's our fault, and they can't do anything about it.
 
Somebody might be doing something similar to this thread. You could always file something at a small claims court to get your money back, since you are not at fault and Rogers refuses to investigate despite your providing them with all the data you are able to (even turning off your modem... they should at least be able to tell which city whoever is stealing your bandwidth is in by finding where your MAC, assuming somebody has duped it, is connected).
 
Well, if you have told them you were out of town for a few days & it still happened, it should be clear to them it is not you. Can you get a bandwidth monitor for the router?
 
Yes, as we went to Ottawa for 5 days, and turned off EVERYTHING. Unplugged all our computer, router and modem. And what do you know, in 3 of the days there was high bandwidth.
We even called beforehand to let them know we would be out of town, and there should be NO access to our internet at all, but they still say it's our fault, and they can't do anything about it.

If you were out of town I expect that you did not sleep in your car and take packed lunch as such you must be able to produce evidence of bills, invoices, credit card bills etc to support this.
I would also consider running your connection through a proxy such as Squid which will allow you to log traffic more effectively.

What have you done to check the network yourself ?
 
Threaten to cancel the service because they refuse to address the issue since it was CLEARLY not your doing.
 
What have we done:
We upped our security.
We turned off wireless completely for a month.
We unplugged the modem for a month.
And Rogers doesn't respond to threats of cancellation, we've tried it.
 
His only option might be Rogers.

When I am out of town, my computer is still downloading and using bandwidth.


My advice is take your lumps, hit the reset button on your router, redo your settings, new passwords (complicated, atleast 20 letters and numbers), new SSID, and maximum security. Also, check from time to time for connected devices.

Problem is you can not prove it wasn't you using the bandwidth. You say you have 'extra PCs'... are they all for adults? Just cause you dont know about it, doesn't mean it wasn't you (meaning your household). Teens can do some things they dont necessarily tell you about. Also, a virus can cause your bandwidth to spike. Home security is your responsibility, Rogers is not going to pay if it is not their fault.

FWIW, what router are you using?


Personally, I would use Bell or a Bell reseller. I am with Bruce Telecom, and while I dont have blistering speeds (5mbs), I dont have a bandwidth cap. 1000000mbs is worthless if you only have 60GB bandwidth a month.
 
It's a D-Link WBR-2310 Rev.A
And I know it wasn't me because it happened when the modem wasn't connected, and no device in my house had any any access to the internet whatsoever. So despite the evidence proving that this usage isn't coming from our house, rogers ignores us, even though it's now their security that's been breached as opposed to ours.
I'm gonna start looking over other options, but despite living in a city with 100,000 people, there's not too much reasonably available.
 
You could try this, as taken from the rogers forum at dslreports.com

http://www.dslreports.com/forum/remark,12979110

sbrook said:
How to Complain to Rogers

If you are unhappy with Rogers, please forward your complaints to Rogers executives directly. This will ensure your comments are heard and taken into consideration for future policy changes.

Mail a formal letter to:

The Office of the President
Rogers Cablesystems - Rogers Yahoo! HiSpeed Internet
855 York Mills Rd
Don Mills, Ontario
M3B 1Z1

You can use this address also to complain about the performance issues and other problems that you cannot get resolved through customer service channels.

When writing, to ensure that you are listened to, explain your issue carefully, directly and as simply as you can. Don't rant. I am sure they ignore rants!

Probably like a resume ... you have no more than a minute's reading time to make an impression that they will want to read on and treat your complaint seriously. Rants are too hard to read.
 
DW,

Good idea from Varathok.

1. List everything chronologically. Phone calls, time and date for all communications and the person you spoke with.

2. If you have any hard copy in support, make copies of them in the same order of occurance and send them too.

3. If you have supporting email, print them and send them too.

Don't make it appear you are blaming the top management, they are no better than those who work for them. If they don't know about it, they can't fix it.

If I got a genuine letter from you with what has occurred and I was top management, a phone call to those who can remedy the whole situation while telling them heads will roll if it's not fixed ASAP would work just fine. You might be surprised with the results obtained from your letter.
 
if that still doesnt work, threaten to cancel ask for the highest up person you get explain then threaten, if it still doesnt work, cancel, and if its the only game in town reapply to get a new modem and new account.
 
if that still doesnt work, threaten to cancel ask for the highest up person you get explain then threaten, if it still doesnt work, cancel, and if its the only game in town reapply to get a new modem and new account.

But if you owe them money, you still have to pay up to reconnect. He gets no resolution of the original issue, and ends up in the same spot, with a new modem.
 
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