Fun Chat With my ISP

[Blade of Grass]

 

5:52 PM  Connecting...

5:52 PM  Connected. One of our Rogers specialists will be with you shortly. Please standby, you will receive an alert when we're available to help.

5:52 PM  Support session established with Paula.

5:52 PM   Paula: 

Hi, thank you for contacting Rogers Live Support you’ve reached Paula, how may I help you?

5:53 PM   Chase : 

Hi Paula, I'm wondering what the fair usage policy is for unlimited internet?

5:53 PM   Chase : 

I was just in a chat for that

5:53 PM   Chase : 

and after waiting 20 minutes to get transfer the session was closed

5:53 PM   Paula: 

Hi Chase I am in wireless support but I can sure get you to our Internet team to help answer you questions?

5:54 PM   Chase : 

Perfect

5:54 PM   Chase : 

Thanks Paula

5:54 PM   Paula: 

Oh really! ugh I can certainly try again for you and see if I can get you over there

5:54 PM   Chase : 

5:54 PM   Paula: 

Thank you for choosing Rogers Live Support. We appreciate your loyalty. Your Session ID is -snip-. Have a great day!

5:55 PM  Transferring session to another representative...

6:19 PM  Support session established with Gabrielle.

6:19 PM   Gabrielle: 

Hi, my name is Gabrielle. Welcome to Rogers Customer Care Live Support. I will need a few moments to review the previous messages.

6:19 PM   Chase : 

ok

6:20 PM   Gabrielle: 

Alright Chase I see you have a question about our internet usage policy

6:20 PM   Chase : 

Yes I do

6:21 PM   Gabrielle: 

So what was your question exactly

6:21 PM   Chase : 

What is your fair usage policy?

6:23 PM   Gabrielle: 

I don't have any information in regards to that exactly however you can view the general Rogers terms of service by logging into rogers.com and you can download them. If your account is found to be abusing the service you will be notified and contacted

6:24 PM   Chase : 

I was hoping to not get it in legal terms

6:25 PM   Gabrielle: 

That is all the information I have currently. If you are going to be using the internet for your personal use you should have no issues

6:26 PM   Chase : 

I wondering specifically how much data I can use a day before I get throttled

6:27 PM   Gabrielle: 

You can speak to technical support about that as I would not have that information. I can give you the link below

6:27 PM  Gabrielle has sent a link: -snip-

6:27 PM   Chase : 

What department do you work in?

6:28 PM   Gabrielle: 

Im customer care

6:29 PM   Chase : 

Ok, I have another question

6:30 PM   Gabrielle: 

sure

6:30 PM   Chase : 

Is there any way that I can raise my upload speed without upgrading my package?

6:31 PM   Chase : 

because its quite slow

6:31 PM   Chase : 

and uploading things like photos online take alot of time

6:31 PM   Gabrielle: 

No the upload and download speeds are determined by package

6:31 PM   Gabrielle: 

So if you require a higher speed you would need to upgrade

6:32 PM   Chase : 

Ok

6:33 PM  Connecting...

6:33 PM  Connected. One of our Rogers specialists will be with you shortly. Please standby, you will receive an alert when we're available to help.

6:33 PM   Gabrielle: 

Is there anything else for today Chase?

6:33 PM  Support session established with Gabrielle.

6:33 PM   Chase : 

because other ISPs offer higher upload speeds for the same plan

6:34 PM   Chase : 

*price

6:37 PM   Gabrielle: 

Unfortunately we do not provide you with this option unless you are on the highest package and it would not be compatible with the unlimited option either

6:38 PM   Chase : 

Do you guys beat/price match your competitors?

6:39 PM   Gabrielle: 

No we do not price match for internet services, only on handsets for wireless services

6:40 PM   Chase : 

So there is no incentive for me to stay with rogers versus going to a competitor?

6:40 PM   Gabrielle: 

Our internet is the fastest and most reliable in the industry

6:41 PM   Chase : 

Maybe your high end packages

6:41 PM   Chase : 

But many of your competitors offer the same speeds

6:43 PM   Gabrielle: 

You do have a choice of whoever you would like to go with, however it has been verified by third party testing that Rogers offers the highest speeds between all of our competitors as they usually can reach those speeds once in awhile but not on a consistent basis which is why Rogers is more reliable.

6:44 PM   Gabrielle: 

Is there anything else for today?

6:44 PM   Chase : 

So you're telling me that you guys have the best infrastructure in canada?

6:44 PM   Gabrielle: 

We have the fastest and most reliable speed

6:44 PM   Gabrielle: 

That is what I am telling you

6:45 PM   Chase : 

Out of anyone?

6:45 PM   Gabrielle: 

yes

6:45 PM   Chase : 

Faster than Hydro One?

6:45 PM   Gabrielle: 

 

Thank you for choosing Rogers Live Chat. For your reference your session id is: -snip-. Thank you for your loyalty, your business is appreciated

 

 

TL;DR Rogers rep sure has some balls

 

First of all, she told me to read the ToS (which didn't answer my question), then she states that she doesn't know the answer to what the Fair Usage Policy is and referred me to technical report.

 

Ok, fine, I guess maybe she doesn't know, but to technical support? Lol

 

Then when I started asking if I could get a boost in my upload speed as it's quite slow, she said that they don't offer it and I'd have to upgrade my packages. When I started talking about other ISPs offer better speeds for the same amount, she basically told me to go ahead and switch, but that they have the fastest and best infrastructure in all of Canada.

Then when I brought up Hydro One (the electricity supplier for my province), as they have the best fibre infrastructure, she ended the session.

It also took 25 minutes for me to be transferred.

 

I mean, geez, who do they hire for this? 

 

Anyone else have a similar story?

[WorldDominator]

All ISPs are the devil. *internet goes out*

[Drown]

I was with Rogers before, and they sure don't have the best infrastructure lol. My conversastions would suddenly end for no reason, no I'm not in a tunnel, no I'm not in the middle of the wood, I'm on the freakin' highway two minutes from one of the largest city of the country =P

 

Crappy service, each time I tried to deal with them, it was a mess. I switched to Telus, and I'm satisfied so far, I even have service when I'm in very remoted location. It's not Internet service, but it's the same company and same lies ^^

[EChondo]

I had a few good chuckles.

 

But you should remove your last name from the chat log.

[Raboo]

WOW i love isp's in canada too.

[crazystorm13]

I want google fiber  

[prolemur]

I love that last crack at their infrastructure Awesome, I live in Ontario as well and in my rural area the maximum speed I can get is 3.0 mbps down and 500 kbps up.

 

When I contact my isp about getting a better package they say that they "can't" so I wanted to leave them but then I found out that not even rogers or bell has internet in my location and they tell me that they "are working on expanding in my area"

 

I call bullshit on that one, damn isp's are so evil. 

 

All I want is fast interweb access, is that too much to ask? ... apparently it is.

[YellowDragon]

*sigh* this is like verizon in my area, though the reps have the balls to tell me my computer is why the internet cuts out every 2-3 hrs and that I should get my hard-drive replaced for faster internet speeds.......................................... yeh ISP are all run by ********.  

[Hazy125]

Rogers sucks... I live on Australia and I know that. Their speeds are fine, but they throttle way too much. Even using a VPN and other data encryption they still throttle. Most other ISPs don't throttle so much of the data is encrypted as they can't see why there would be any reason to throttle

[Blade of Grass]

I had a few good chuckles.

 

But you should remove your last name from the chat log.

Thanks, I seemed to have missed that part.

 

It's not that big of a deal, my watermarks all have it

[Blade of Grass]

Rogers sucks... I live on Australia and I know that. Their speeds are fine, but they throttle way too much. Even using a VPN and other data encryption they still throttle. Most other ISPs don't throttle so much of the data is encrypted as they can't see why there would be any reason to throttle

Surprisingly, they've actually stopped bandwidth shaping. 

[Hazy125]

Surprisingly, they've actually stopped bandwidth shaping.

Since this talk, or as a whole?

[Blade of Grass]

Since this talk, or as a whole?

This talk was today

http://www.cbc.ca/news/business/story/2012/02/03/tech-rogers-throttling.html

 

 

Also, let me clarify, the first rep was AWESOME, nice and helpful. The second rep is the one I'm talking about

[AraSarkisyan]

[Bonsai99]

Bell is worse, if you are having connection problems they just give you the run around multiple times and then send techs out who say everything is fine when it clearly isn't then the cycle repeats itself.

[LAwLz]

I got a story about my sister and her broadband connection:

 

My sister moved to a house (right next to the one my mom lives in actually, so they are neighbors) a few months ago and she was very close to not getting any broadband at all. First they called "Bredbandsbolaget" which is one of the biggest ISPs here in Sweden and what my mom has. They basically said "we can't deliver ADSL to you because there are no available ports in the station". I thought that sounded weird because it shouldn't be that hard to just add an extra card in the station if there were no ports. Anyway they called Telia (biggest ISP in Sweden) and asked them if they could get ADSL in their house and Telia told them the same thing, and so did the other ~3 ISPs they called.

 

So they called the company that owns the cables instead (it took a long while to force the ISPs to say which company actually owned the cables, because they kept pointing fingers at each other in a circle). That company advertised on their website that ISPs could order expansion of the network to support new customers, which was exactly what my sister wanted and needed. However, as it turns out they only own the cables, not the actual station the cables are connected to. The station is owned by the municipality.

 

They called the department which handles the Internet infrastructure and got told "sure we can expand our network, but it will cost 45,000 SEK (slightly below 7000 USD). 7000 USD (plus the regular monthly fee) for ~8Mbps ADSL was too much for them, so they tried 4G instead (80GB cap and speeds up to ~80Mbps, but their coverage map showed that they should have gotten about ~35Mbps in their house). Turns out they only got ~1Mbps with that 4G modem, so they sent it back.

 

After having called like 15 different ISPs they finally found one that could deliver ADSL to their house. They still don't have it installed, but hopefully it will work.

[EChondo]

-snip-

Oligopoly, gotta remember that!

[Hazy125]

This talk was today

http://www.cbc.ca/news/business/story/2012/02/03/tech-rogers-throttling.html

Also, let me clarify, the first rep was AWESOME, nice and helpful. The second rep is the one I'm talking about

Oh, they still throttle... At least illegal activity such as most torrenting. I hear people complaining about it all the time

[AraSarkisyan]

Oligopoly, gotta remember that!

I'm lucky, my ISP is charter. 

[EChondo]

I'm lucky, my ISP is charter. 

Heh, I'm with AT&T, they're not so bad, at least I have unlimited data(well, we'll find out when I'm server farming for 10TB a month ).

[Damikiller37]

(btw TalkTalk and BT are phone/internet providers in UK)

We've been with TalkTalk for about a year or so and suddenly one evening the internet went completely down so we assumed it was just something that the ISP could be doing and we didn't act on it that day. The following day my dad called them since the internet still didn't work and they said that they will get to us as soon as they know anything the same day. They never called that day. The day after that my dad called again and we eventually got hold of someone that could potentially help us however my dad couldn't figure out what the man was trying to tell him so he gave me the phone since I'm more aware in the subject. The guy on the phone first of all told me to go on Internet Explorer and go to my modem settings, which I replied to that I use Chrome and if that will be fine. He replied with that chrome will not work if I try to access the modem which was a complete BS so I just carried on in chrome. We went through all the settings and we haven't changed anything and I even told him so and he just replied with thank you for your call have a nice day and hung up. WTF! We tried to sort it out for the next 2 weeks and they either said that they can't help us because it should be fine or they put us on the wait line that never got through. Since we were fed up with them and our contract was ending the following week, we decided to switch to BT since they were to offer fiber soon in our area for a reasonable price. So we called BT got all the formalities sorted and they said they will contact TalkTalk for us and transfer our home number as well. About 2 weeks after we received a new modem from BT got everything set up and got it working we though it should all be fine, right? Well from BTs side it was but we received a letter from TalkTalk saying that we will have to pay a fine of £800 or something ridiculous as that for breaking the contract which apparently automatically renewed itself despite the fact that BT contacted them and sorted it all out. We called BT about the letter and they said they will sort it out for us. A week later we got a letter from TalkTalk written by the Chief Executive (even hand signed

) apologizing for all the problems we have experienced with them bla bla bla. For all the problems they said they will return the last months pay to us a an apology. They were even cheeky enough to say that they are hoping that we will be their customer again

Been with TalkTalk. Internet randomly stopped working. We called in to get it sorted but they didn't. We switched to BT since they had a better deal and our contract was ending. TalkTalk sent us a letter saying we have to pay a ridiculously high fine for breaking the contract that didn't even exist anymore. We got BT to sort it out for us. TalkTalk sent us a letter back apologizing and gave us money back from previous month because of the problems.

[Blade of Grass]

Well, I sent a tweet to their official twitter account, and they tweeted back. Let see where this is going to go!

[Guest]

Urgh, gotta hate Rogers. I'm currently with them.... and I really wish I'm not.

Our modem is the worst piece of crap I've ever used for wireless - anything outside the room it sits in is a dead zone (so 90% of the house)

 

I went out to buy a new router, and it didn't work. The modem doesn't send any actual data through to it. So I'm stuck with it.

 

And if you have an issue with your modem for ANY reason, and you take it in to their store, they simply take it and give you one that someone else complained about, saying that it will fix all the problems without even asking you what the problem IS. They probably go through hundreds a day....

[Blade of Grass]

Urgh, gotta hate Rogers. I'm currently with them.... and I really wish I'm not.

Our modem is the worst piece of crap I've ever used for wireless - anything outside the room it sits in is a dead zone (so 90% of the house)

 

I went out to buy a new router, and it didn't work. The modem doesn't send any actual data through to it. So I'm stuck with it.

 

And if you have an issue with your modem for ANY reason, and you take it in to their store, they simply take it and give you one that someone else complained about, saying that it will fix all the problems without even asking you what the problem IS. They probably go through hundreds a day....

Which modem do you have? I have the same issue with one of their modems, the wifi worked in the room, and thats it.

Replaced it, same issue. 

Just ask them to put it into bridge mode, it should work.

[Guest]

 

Just ask them to put it into bridge mode, it should work.

I think we tried that, it didn't work either.

 

It could of been the router itself that wasn't working, but in all that frustration and hate that Rogers caused us, I just blamed it on them