I called Rogers this morning to either suspend or cancel my highspeed Internet while Laurel and I go traveling and back home to PEI for most of the summer.
I have been more or less happy with Rogers. Happy with the service, a little put out by the 55$ bill I pay for it every month, so I have had thoughts of switch to the faster and cheaper 3web, which gets great reviews.
It made sense to me that it would probably be easiest to just suspend my Rogers service over the summer though and reactivate on our return. I knew I was paying 3$/month for a modem rental right now, so I figured that I would still have to pay that fee. To my surprise, the Rogers rep on the phone also had 2 other charges that I was going to have to pay. A 3.95$+tax/month fee for just existing (literally, it was for nothing. The girl said "it is for the fact that we are still putting signal on your line"… "but I am saving you sending out a technical to disconnect the line by agreeing to suspend and not just cancel") and the other was some $1.95+tax/month "service fee" of some sort.
I then decided "I will just cancel, there are cheaper providers I can go with in September" and I told her that I wasn’t really interested in paying some ridiculous fees that no other provider charges me (on PEI I have had my Aliant account suspended for 9 months now, not a peep from them). She, I think, could see the reason in this and hmm’d and haw’d. Her first response was "It wouldn’t really be fair that everyone else has to pay this fee but you don’t"… I just kind of stayed silent, and she finally agreed to remove it.
Now, it is only something like 18$ of fees over the 3 months. Not much. I probably lose more than that in lost change in my couch, but I really needed a good reason not to dump Rogers and make the switch to another provider, and they were giving me no reason and no respect.
Before we hang up she also lets me know that because I have considered moving my service, Rogers will match the 3web price in September for me (29.99$/month vs 47$/month with Rogers — and 3web is TWICE as fast).
So, they have been overcharging me for a year on a service that the competition charges far less for. Sounds like a real sense of entitlement to me.