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Why did I get the message, “You have reached 75% or 100% of your monthly usage allowance”? Your Rogers Hi-Speed Internet service includes a certain amount of usage every month. When you approach 75% of this amount, you’ll receive a message warning you that you’re nearing your limit. Reach 100%, and you’ll receive another one. We do this to keep you informed. We also provide a tool on rogers.com that allows you to track your usage, so you won’t have to rely on these notifications. It’s important to keep track – once you go beyond your monthly usage allowance, you’ll be charged for any additional usage.
Why am I not being charged for additional usage on my bill, when the usage tool on rogers.com is telling me I exceeded my allowance? Your bill includes any usage charges from your previous month of service. But the usage tool on rogers.com shows usage charges from your current billing cycle. The charges you see on the usage tool today will appear on your next Rogers invoice. The tool gives you a more “real time” view of your usage. You’ll therefore have a better understanding of your online activity, so you’ll always know whether your service tier is meeting your needs. The usage tool also lets you see your usage for the past six months.
Why wasn’t I notified that I went over my monthly usage allowance? I never received an email or an onscreen usage notification. There could be many reasons: Does anyone else in your home use the Internet? Perhaps they received the onscreen usage notification and dismissed it. Do you have another email address – one that isn’t listed on your account? Have you checked your @rogers.com email address? If you don’t have one, go to www.rogers.com/begin to register today.
Why do additional usage charges differ between tiers? Different service tiers serve different customer needs. Allowances and additional usage charges have been set to fit those needs and to reflect how customers who subscribe to each tier use the Internet.
I don’t think it’s fair that I can be charged for usage when I get spam and pop-up windows. Although they’re inconvenient, spam and pop-ups accumulate very little usage. It would take several hundred thousand emails, for example, for you to reach your usage allowance. But we understand your concern. That’s why Rogers Yahoo! Mail offers free spam protection. To access Rogers Yahoo! Mail (your @rogers.com email address), go to www.rogers.com/begin and register today. Why am I suddenly being charged? I wasn’t before. We’re committed to meeting our customers’ needs. And because people are doing more and more online, the cost of meeting those needs for faster, more reliable service is increasing. As a result, our service tiers are now based on speed and usage. We understand that our customers use the Internet in different ways, so those who need more usage can switch service tiers or pay for additional usage on a monthly basis. This way, each tier accurately reflects how you use the Internet. This also allows us to maintain competitive monthly rates for all of our customers.
Does this mean I should use the Internet less to avoid paying more? We understand that customers are using the Internet more and more every day. We’ve therefore set our usage allowances at very generous levels. In fact, more than 90% of our customers will be well below their usage allowance each month. We want all of our customers to get the most out of their Internet service. That’s why we’ve created a usage notification tool (available at rogers.com) – to let you know when you’re reaching your usage allowance. Our goal is for you to feel free to use the Internet as you always have – without any surprises on your bill.
What are the monthly usage allowances for my Rogers Hi-Speed Internet service? Each Rogers Hi-Speed Internet service offers a generous monthly usage allowance. Ultra Lite – 2 GB Please note: The grandfathered Ultra Lite and Lite monthly usage allowance is 60 GB. Also, Rogers Portable Internet and dial-up services do not have usage allowances at this time.
Will I be charged if I go beyond my monthly usage allowance? Yes. If you exceed your monthly usage allowance, you will be charged as follows: Ultra Lite – $5.00/GB to a maximum of $50.00 Please note: the grandfathered Ultra Lite over-allowance fee is $5.00/GB with no maximum, and the grandfathered Lite over-allowance fee is $3.00/GB with no maximum. I would like to know my Internet usage at all times. How can I do this? To give you the maximum level of monitoring, we update the usage tool on a daily basis. You can view your usage at any time. We’ll also send you an online message when you reach 75% and 100% of your usage allowance. We recommend monitoring your usage with the tool on rogers.com, which measures in megabytes. If you use less than one megabyte in a day, no usage will be recorded.
Your usage period is the same as your billing period. For example, if your bill date is the 18th, your usage period would run from April 18th to May 17th. Therefore, if you were an Express customer with a monthly usage allowance of 60 GB, your usage would be reset to zero on May 18th, and you’d have another 60 GB of usage for the next usage period of May 18th to June 17th. To see your usage period, please sign in at www.rogers.com and select “View Internet Usage” on the main Customer Service page, under “Your Rogers Services.”
Can I review usage from previous months? Yes. You can see a daily overview of your usage for the current and previous month, as well as a monthly overview of your usage for the last six months.
How much usage will downloading the full suite of Rogers Yahoo! Hi-Speed Internet software consume? Downloading this useful software consumes approximately 105 MB. The Rogers software suite needs to be downloaded only once. This software will help you automatically correct potential connection and email problems, protect your family with parental controls, let you chat online with your friends, block annoying pop-up ads and much more. We highly recommend it for all Rogers Yahoo! Hi-Speed Internet customers. How can I calculate my additional usage and charges? The usage tool tracks your usage in megabytes. To convert your usage into gigabytes and calculate your additional charges, follow these steps: 1. Over usage = (“Total Usage” MINUS “Service Includes”) DIVIDED BY 1,024 For example: Therefore:
When will I be billed for additional usage? Depending on your bill date, you’ll be billed for additional usage either one or two months after you use it. If your Rogers services appear on more than one invoice, you’ll be billed for additional usage one month after you use it. If your Rogers services appear on one invoice, you’ll be billed for additional usage two months after you use it. If you receive bimonthly, quarterly, semi-annual or annual billing, you’ll be billed for additional usage one month after you use it.
Do Rogers Yahoo! ADSL Hi-Speed Internet and Rogers Portable Internet also have monthly usage allowances? Both Rogers Yahoo! ADSL Hi-Speed Internet and Rogers Portable Internet have monthly usage allowances. But Rogers does not currently charge ADSL or Portable customers who exceed them.
Can I carry over my usage from this month to the next? No. Unused usage cannot be carried over. Your usage allowance applies to each billing period and is reset at the start of each billing cycle.
Do additional usage charges apply to Ultra-Lite, Lite, Express and Extreme customers? Yes. Additional usage charges apply to all Hi-Speed Customers.
Can I purchase more usage to increase my monthly usage allowance? We offer five tiers of service, and each comes with a different usage allowance. The best way to increase your monthly usage allowance is to select the level of service that best meets your needs. You can also choose to pay for additional usage each month on a per-gigabyte basis. To find the service that meets your needs, go to the Internet Recommendation Tool on www.rogers.com/keepingpace.
How will additional usage charges appear on my bill? Additional usage will appear as a “Usage Charge” under the Internet Services section of your bill.
Usage is the amount of content transferred to and from your modem while you’re online. It is generally measured in megabytes (MB) or gigabytes (GB). Different online activities consume different amounts of usage.
For invoices prior to July 3, 2008, we will refund any additional use charges. Invoices created after July 3 will have actual additional use charges from your previous month of service. Your first billable usage period and your first bill with usage charges will depend on your billing period. For example, if your billing period ends on the 10th of each month, your July 10 invoice will have usage charges for the usage period from June 11 to July 10.
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