Archive for Rogers

An Update To My Rogers Billing Issue

Posted in Commentary with tags on July 28, 2014 by itnerd

So, I instead of my wife called Rogers to sort out this billing issue that we discovered, but aren’t surprised happened seeing as we’ve had billing issues every time we’ve made changes to our Rogers account. Now before I get to what happened, let me circle back to something. When this first happened and I posted it on Saturday evening, I got a response from @Chris_Rogers within 30 minutes of yours truly posting it saying the following:

commentAs soon as I saw that, I responded with this via Twitter to both him and @RogersHelps:

As I said earlier, that was on Saturday evening. I have not received a response. I find that bizarre as @RogersHelps is supposed to be responding to Tweets between 9am-12am EST on Saturday and Sunday. I guess they figured that they don’t have to do anything since they clearly read my original article and figured that my wife was going to call in. My suggestion to them would be to not assume anything and reach out to the customer ASAP. This is doubly true in this case since a Rogers employee has already done so.

So, back to my call. After waiting on hold for 16 minutes, I got an agent who told me that the modem for our Internet access was NOT free as we’d been promised. The NextBox 3.0 however was. As you can likely appreciate, I wasn’t impressed as when we set this up, my wife and I were on a three way call with Rogers where the agent on the line clearly told us the modem was free. Now to the agent’s credit, he did offer to escalate me to a “manager” and I took him up on that offer. So after waiting another 12 minutes, I finally got a manager online. I had to explain my situation again and then he put me on hold while he went off and looked into everything. That was another 5 minutes on hold and by the end of it, here’s what I discovered:

  • Rogers apparently have structured their discounts so that we would get a price of $144 a month for the first three months for all our services and then it would go up to $213 a month after that. That is taxes in and included the modem rental. My wife and I both heard that when we called in and it was documented on the account. The latter price apparently includes a $5 discount on our home phone and a $10 discount on our Internet access.
  • The discount code that is on the account clearly indicates that the NextBox 3.0 will have a free rental associated with it for three years. But it is in the form of a three month discount followed by the rest after the first three months. The “manager” that I spoke to said that he will check on September 8th (which is when the 3 month discount is up) to confirm that the discount is still in place. If it isn’t, he’ll fix it and I won’t have to call him. That’s a new behavior from Rogers as I’ve always had to follow up to make sure that they keep their promises. So I’ll give them points for that. Though I will be checking my bill to make sure there are no issues.
  • The modem for our Internet is not part of the deal, and thus not free. However, my wife and I clearly heard that it was. But seeing as it doesn’t increase the prices that we were quoted, it’s kind of a non-issue. Though I personally am not impressed by that. Another thing to consider is that the $10 discount offsets the $8 modem rental. Still, it would have been nice if the agent we originally spoke to had not told us that it was free.

I was given a case number (Hint: When dealing with a contact center, always ask for a case number. If they say they don’t have case numbers, they’re likely lying) and was asked if I had any other questions. I suggested to the “manager” that he listen to the original call and he would hear that the agent we spoke to promised us the modem. He said he would do so and apologized for what happened.

So, while I am not jumping for joy, this is dealt with. Mostly. So what are the takeaways from this experience?

  • Rogers reached out to me when I posted the original story on this but never followed up. My suggestion is that they should have followed up. The outcome would have been similar, but I wouldn’t have had to phone them.
  • Rogers to their credit did some things right from a contact center perspective. When the original agent thought that the call needed to be escalated, he offered an escalation path. Once I got to a “manager”, I was not only given a case number, but he said he’d follow up on my account to make sure nothing goes sideways. These sorts of proactive behaviors are new ones from Rogers and they’re something that I tell my clients who run contact centers that they should be doing. It shows that they are trying to be better.
  • Hold times within Rogers need to be improved. This interaction took 48:23 which is way too long. Rogers needs to get their customers to agents quicker and to drastically drop the amount of time spent on hold. Now to their credit, they do have the ability to have you leave a number so that that they can phone you when an agent is free. That in theory means that you can go off and be productive while you wait for Rogers to phone you back. But I was productive anyway as I was able to work on a customer issue while waiting for a Rogers agent to pick up the phone. Thus it would give a much better perception if their call center agents were able to get to customers faster and I was on hold for less amounts of time.
  • I am dubious that Rogers will go find the original call and a listen to it. But I say that they should listen to the call and follow up with my wife and I. Here’s why. As it stands, my wife and I know that we heard the agent that we spoke to say that the modem for our Internet would be free. That creates a negative perception of Rogers. What I teach my customers who run contact centers is that they should find the recorded call and listen to it. If there’s something that needs to be addressed with the agent, address it with the agent directly and clearly. Then report back to the customer and tell them what they heard and how they’re addressing it so that it never happens again. Alternately, if there’s nothing wrong from the call center perspective and the customer is wrong, tell the customer what you heard. In either case, you should also offer to let them listen to the call. In short, make sure that there’s total transparency to the process. That will put the issue to bed with the customer and change the perception that the customer has of the organization. Rogers may want to consider doing something similar.
  • Rogers billing should be clearer. If their bills indicated that there were multiple discounts in play, such as saying that you’re getting this discount for three months and as of “x” date you’ll get this discount, some of this could have been avoided.

Now as I said earlier, I’ll monitor this to make sure that nothing else goes sideways. I’ll make sure to post an update as to what happens.

 

The Honeymoon With Rogers MAY Be Over [UPDATED]

Posted in Commentary with tags on July 26, 2014 by itnerd

Frequent readers will recall that my wife and I switched my Internet and Home Phone to Rogers after I had difficulties our previous telco. At the time I said that this was the deal that was offered to my wife and I:

So at this point, I turned things over to my wife who is a master negotiator to see what kind of deal she could work out. We had agreed to only switch the Internet to Rogers. But being the master negotiator that she is, she called me on my cell with the following deal:

  • Rogers Hybrid Fiber Internet 30 (30 Mbps downstream, 5 Mbps upstream) with a free modem and 270GB of usage a month
  • Rogers Home Phone with three features
  • A free 1TB PVR for my TV watching habits (Well, it’s a free rental for 3 years and it’s $1 to buy, so it’s basically free)

That we thought was a good deal so we pulled the trigger and switched. The install was painless, but at the time I did say this:

Now, we’ll see if any of the billing related to this gets screwed up in any way. It’s happened before when we’ve made changes with Rogers and it’s been painful to fix. If nothing happens on that front, I will sing their praises to anyone who asks.

And when I sold my old PVR, Rogers had to go through some gymnastics to get the PVR at the time. That made me say this:

The person I sold my old PVR to called into Rogers and called me back to get the PVR removed from my account. It was five minutes of listening to silence, but it was removed. The root cause of the first Rogers CSR not being able to remove the PVR from my account was because of the way the discounts were applied to my account. To fix it, she moved all my equipment from “cable outlet one” to “cable outlet two.” What’s weird about that was the fact that we only have one physical outlet. We’ve had problems with Rogers believing that we’ve had more than one outlet and billing us for it. That was painful to fix as we had to escalate to the Office Of The President and have a Rogers tech come out and confirm that we don’t have a second outlet. I am hoping this does not create a new nightmare for us to have to fix.

Well, what I had feared may have come true. After a Rogers telemarketing call where the person at the other end of the phone said a few things that piqued my curiosity, I decided to log into MyRogers and look at our bill online. I must admit that this is a handy feature and it sure came in handy today. There appears to be a billing error on our account. Actually, two of them. Here’s a couple of screen shots from our MyRogers account with our personal info redacted:

cable

 

If are getting a free rental of a PVR for three years that we can buy for $1 after that, why does the rental discount end on September 25, 2014?

Internet

If we’re supposed to be getting a free modem for our Internet access, why are we being charged for it?

Clearly, Rogers has screwed something up in relation to our billing. Maybe it was because I sold the PVR and they had to do something to get it off our account? Maybe this wasn’t set up right from the get go? Who knows? I do know that my wife will be calling Rogers on Monday morning to get this corrected. That should be “interesting.”

Now, people and companies screw up. How the screw up is dealt with says a lot about the person or company in question. Rogers has an opportunity to show how well they deal with this screw up as previous billing errors like this were painful to fix. If this one is easy to fix, then I will say that Rogers has changed a lot. Given how well things have gone to this point, I’m willing to give them a shot at fixing this. But only one shot.

I’ll update you on what happens.

UPDATE: Here’s something that happened. If you check the comments below, Chris from Rogers reached out to us. I responded via Twitter:

More as it comes.

Rogers Cuts “Several Hundred” Jobs

Posted in Commentary with tags on July 21, 2014 by itnerd

You might recall the Rogers 3.0 plan that I wrote about a while back. The Toronto Star is reporting that as part of the Rogers 3.0 plan, “several hundred” people are no longer employed by Rogers:

Rogers Communications Inc. has quietly cut “several hundred” middle management positions across the country and 15 per cent of executives at the vice-president level and above, the company confirmed Monday.

And more change is coming.

The restructuring is aimed at delivering on a plan the company announced in May to “overhaul the customer experience and re-accelerate our growth relative to our peers,” Rogers spokesperson Patricia Trott wrote in an email to The Star.

Well, Guy Laurence who is the CEO of Rogers clearly doesn’t mess around. But to be fair, this was coming as it was detailed in the Rogers 3.0 plan. Still it’s never good when people lose their jobs and I hope they land on their feet quickly.

Review: Motorola Moto G LTE

Posted in Products with tags , on July 14, 2014 by itnerd

Motorola seems to own the low end of the smartphone space with phones that don’t seem low end. Exhibit “A” is the Moto G which when I reviewed it last year, I thought it was a great smartphone. Sure it lacked LTE connectivity and there was no Micro SD slot to expand the memory, but the majority of people who were the target audience didn’t care.

Fast forward to summer 2014. Let me introduce you to the new Moto G LTE that Rogers was kind enough to provide me. Here’s what it has under the hood:

  • Android OS 4.4 KitKat
  • 1.2Ghz quad-core processor
  • 1GB of RAM
  • 4.5-inch display (1280 x 720 resolution)
  • 5MP camera with a 1.3MP front-facing camera
  • 8GB of internal storage
  • Micro SD Slot
  • LTE, WiFi, Bluetooth

So, if you compare these specs haven’t changed that much with the exception of LTE connectivity and the Micro SD slot which allows you to add another 32GB of storage space. Externally the phone is the same as well. It’s still slightly bigger than an iPhone 5/5S but it’s still easy to hold. The rubberized back plate makes sure you have a good grip on the phone. I should note that you can get the back in different colours so that you can make the phone reflect your personality. Though, just like the original Moto G you’ll have a tough time removing the back. Even though you can remove the back, you still can’t remove the battery. Another thing that hasn’t changed is the screen. It’s still bright and sharp and is truly the star of show. It is a 1280 x 720 display with a 329ppi pixel density. To put that in perspective, it’s a bigger, higher resolution, more defined display than the iPhone 5S. Pretty impressive for a phone that is designed to be basic. It feels solid just like the original Moto G and it is still running a largely stock version of Android. This time in KitKat form. The only tweaks are as follows:

  • Motorola Protect which acts like Apple’s Find My iPhone. You can remotely locate the phone, lock the screen, change passwords and more.
  • Motorola Assist which is like Apple’s Do Not Disturb feature. It silences your phone either when you’re sleeping (after you set that up of course) or when you’re in a meeting. The latter it figures out by itself if you use Google Calendar. There’s also a handy auto-reply feature.
  • Finally, there’s Motorola Migrate, which helps transfer data from your old phone over to the Moto G. But only if you have another Android device.

Now one big change is the move to LTE from HSPA+. When I tested it on the Rogers network, I got an average of 40.15 Mbps downstream and 7.79 Mbps upstream. That’s quick!

Back to what hasn’t changed and that’s the camera. It’s the same 5 MP shooter that the Moto G had with the same user interface from the It has the same interface as the Moto X and Moto G. Swipe from the right of the screen and you can browse the pictures you’ve taken. Zooming in and out is a one finger operation. Place you finger in the middle of the screen and swipe up and you zoom in. Swipe down and you zoom out. It has the ability to automatically turn on HDR automatically which may be handy for those who want to make sure that they get the perfect shot. Since we’re talking about pictures, that means that it was time to take a trip to Pearson Airport to photograph some planes. This time to take pictures of planes taking off. Here’s a shot of a plane getting ready to take off. Click it to see it at full size:

IMG_20140713_130516889

That’s pretty good from a phone that’s supposed to be a budget phone. And here’s a 720p video of the same plane taking off. Set it to full screen and 720p resolution:

You’ll notice the wind noise overwhelming the microphone. But it does pick up sound pretty well and the video is pretty good… Other than the wind making it difficult to hold the camera straight. That illustrates the lack of image stability. But this is a budget phone and you’ll have to cut it some slack.

Battery life wasn’t affected with the addition of LTE. I fully expect you to go beyond a day of usage before needing a recharge. Again, this is something that you don’t expect from a budget phone.

Speaking budget, if you sign up for a two year plan, you can get it for $0. Alternately it’s $224.99 outright. That is beyond affordable for those wanting to either buy their first smartphone, a parent who wants to get their child a phone, or someone who needs a low cost phone. Motorola has addressed what was missing with the original Moto G and you truly have no excuse not to put the Moto G LTE on your shopping list. You will not regret it.

 

Review: Rogers NextBox 3.0

Posted in Products with tags on July 8, 2014 by itnerd

As part of my migration of phone and Internet services to Rogers, I got an almost free Rogers NextBox 3.0 as part of the deal. So, what’s a NextBox 3.0? It’s a set top box made by Cisco Systems (it’s model 9865HD) that not only allows you access to Rogers Cable TV, but it’s a 1 TB PVR. That’s roughly 120 hours of storage. My old Rogers PVR (which was a Cisco System 8642HD) had 160GB of storage which worked out to about 19 hours or HD recording so the extra space is welcome. Compared to other Rogers PVRs, such as the original NextBox that this one replaced, it physically has a smaller footprint so it eats up less space in your audio/visual shelf. It also boots way faster. My old PVR took about 20 minutes to boot. This one takes about 5 minutes. That’s something I really appreciate.

One of the key features that the NextBox 3.0 has going for it is the fact that it has 8 tuners in it. That means that you can record 8 programs at the same time. Now I can never conceive of ever doing that, but the fact that I can record two or three things at the same time will keep myself and my wife happy as we won’t have to argue over what gets recorded again. In terms of the user interface on the NextBox 3.0, there does not appear to be many changes made to the Programming Guide. But everything is much faster. Changing channels is faster and navigating through the Programming Guide is faster as well. My last PVR had apps that were installed on it. This one has similar apps. Specifically weather, an app for my Rogers Home Phone that has call logs and controls for voice mail among other things, a search app, an app that shows different mixes of shows such as sports for example, and an app that allows me to subscribe to additional channels. Speaking of apps, you can program this PVR remotely from your smartphone using the Rogers Anyplace TV Home Edition app for iOS and Android so that you don’t miss the latest episode of True Blood.

Any downsides? Well, my old PVR had more connections such as an S-Video connection that are simply absent on the NextBox 3.0. That may not be a big deal if you connect it via HDMI (which is what I would recommend). But if you have some old school TV hardware, you’re going to be stuck with RCA jacks and the signal quality (or lack thereof) that they provide. There is also the omission of the AC outlet that was on my previous PVR. That was handy to power other audio/video equipment. But chances are unless you’re some sort of audio/video geek, none of that will matter to you.

The NextBox 3.0 is $500 to buy and $25.07  a month to rent from Rogers. Though if you’re renting an older Rogers PVR, you might be able to swap it out for a NextBox 3.0. Check out Rogers.com, your local Rogers retailer as well as Future Shop and Best Buy to get your hands on one.

 

A Follow Up To My Recent Rogers Install [UPDATED x2]

Posted in Commentary with tags on July 5, 2014 by itnerd

I’ve gotten a few e-mails asking me to provide an update to my migration to Rogers Home Phone and Internet as well as ask some questions. So here’s a update having had Rogers in my home for just over a week.

I’ll start with the products themselves. My Internet is fast and my Home Phone works. One feature that I really like is the call display function that puts the incoming number on your TV. It’s very handy if you’re watching TV. If you want a more comprehensive review of Rogers Home Phone, click here as I did a very detailed review of Rogers Home Phone a few years ago.

Now, one question that I did get asked is how did I deal with the fact that Rogers Home Phone won’t work for more than 5 hours according to this FAQ if a blackout occurs. Simple. I plugged it into a APC BackUPS 650 uninterruptible power supply as I have a number of them lying around. Given that the device that powers Rogers Home Phone draws 0.5 amps, I should be able to stretch another 45 minutes or more before things go dead. Here’s hoping that I never have to test that. As an aside, I plugged my Rogers modem for my Internet into another APC UPS of the same type. In both cases, they’ll protect my equipment from surges, spikes, and power sags which is a good thing.

Another question I got asked is if I am using the Rogers supplied modem (A Hitron model CGN2-ROG) to provide all Internet functions (meaning WiFi and home networking functions) for my condo instead of my Airport Extreme by Apple. The answer is that I am not as I have my network setup perfectly and I didn’t want to change it. Thus it was in my best interests to run the supplied modem as just a modem (which in nerd speak is setting the modem into “bridge mode”) rather than use it as router. Here’s how I made it work with my Airport Extreme:

  1. Plug in a laptop via Ethernet and set the Ethernet card to the IP address of 192.168.0.2.
  2. Using the web browser of your choice, login to the router using the IP address of 192.168.0.1. The username is cusadmin and the password is the very secure password.
  3. Disable Wi-Fi by going to Wireless > Disable Wi-Fi
  4. Then go to Status > Capability > and uncheck “Residential Gateway function” and “UPnP”
  5. At some point you’ll be prompted to reboot the modem. Do so.
  6. Connect your router. Log into it and set it to DHCP.

Now if you ever have to do anything with the Rogers supplied modem after you do all of this, you’ll have to factory reset the modem. Realistically, you should never have to get back into it after you do this so that should be a non-issue I believe. Another reason for doing this is that it makes your home network very secure. You see, Rogers can access your modem remotely for troubleshooting purposes (and only with your permission I might add). With this set up, they can only see your modem. They can’t see what’s beyond it which makes your home network very secure. Now let me be clear. I am not that Rogers would ever do something nefarious. What I am saying is that I like my network to be secure as possible from everybody. That includes whomever provides my Internet services.

Now, the next question is what I did with my old PVR. The answer is that I put it up for sale on Craigslist for $100. If you’re interested in it, drop me an e-mail we can talk. But, I should mention that if you ever want to sell your Rogers PVR, you need to call Rogers and tell them to not only deactivate the PVR, but to disassociate it from your Rogers account. If they ask why, tell them that you are selling it privately. Now this might take 48 hours to get done (as was the case for me as the Rogers CSR was unable to do this on the phone and had to escalate this for whatever reason that left my wife unimpressed) so make sure you get a case number before you hang up in case things go sideways for whatever reason.

Now let’s say you want to buy a Rogers PVR from a private seller. Before you buy it, ask the seller to provide the serial number from the PVR. Then you should call Rogers to make sure that to make sure it’s free for use, and to make sure it’s not a rental terminal. For security reasons Rogers will be unable to tell you what person is using the box if it’s in use, but they will be able to tell you one way or the other if the serial number is currently tied to another account, and if it’s owned by Rogers as a rental or not. This is extremely important because there have been people in the past selling rental terminals either out of ignorance or stupidity. If everything checks out and you’ve paid the seller, you need to activate it as simply plugging it in won’t bring it online. To do that you call into Rogers and simply activate it on your account.

The next question is what PVR did I get from Rogers and if I will do a review of it. I got the NextBox 3.0 which has the following going for it:

  • It has a 1TB hard drive to record up to 240 hours of TV programs.
  • You can record 8 programs at once.

As for a review. Watch for one in the next couple of weeks.

The final question is a predictable one. That is, has Rogers screwed anything up. The answer is no. We’re waiting for our bill to arrive to see if they have or haven’t screwed that up as we’ve had problems with our billing in the past when we’ve made changes to the services that Rogers provides. I’ll let you know what happens on that front. But other than that, it’s been smooth sailing.

UPDATE: The PVR has been sold. Thanks to all who e-mailed in.

UPDATE x2: The person I sold my old PVR to called into Rogers and called me back to get the PVR removed from my account. It was five minutes of listening to silence, but it was removed. The root cause of the first Rogers CSR not being able to remove the PVR from my account was because of the way the discounts were applied to my account. To fix it, she moved all my equipment from “cable outlet one” to “cable outlet two.” What’s weird about that was the fact that we only have one physical outlet. We’ve had problems with Rogers believing that we’ve had more than one outlet and billing us for it. That was painful to fix as we had to escalate to the Office Of The President and have a Rogers tech come out and confirm that we don’t have a second outlet. I am hoping this does not create a new nightmare for us to have to fix.

Migrating To Rogers Was…. Painless

Posted in Commentary with tags , on June 26, 2014 by itnerd

If you recall, I had DSL troubles with Teksavvy and I went through a lot of pain to get it fixed. At the end of it, my wife and I made the decision to switch to Rogers as Teksavvy was really unable to fix my issue in a timely manner as they don’t control the infrastructure from end to end. Thus they’re completely at the mercy of Bell in the case of my DSL connection. Plus they really didn’t seem like they wanted to take responsibility for this.

Now after I posted the second story on this, I got 31 e-mails from readers who basically said the same thing:

  • Rogers is expensive, but they’re stable and their services work.
  • I’ve never had to have a Rogers tech at my house to fix anything.
  • Any outages are typically a neighbourhood wide event and they get fixed quickly.

That further convinced me that I was making the right decision. So at this point, I turned things over to my wife who is a master negotiator to see what kind of deal she could work out. We had agreed to only switch the Internet to Rogers. But being the master negotiator that she is, she called me on my cell with the following deal:

  • Rogers Hybrid Fiber Internet 30 (30 Mbps downstream, 5 Mbps upstream) with a free modem and 270GB of usage a month
  • Rogers Home Phone with three features
  • A free 1TB PVR for my TV watching habits (Well, it’s a free rental for 3 years and it’s $1 to buy, so it’s basically free)

The net result is that our Rogers bill will go up by $30 a month. But if I look at what I was paying for Teksavvy phone and Internet, it will save us just over $20 a month.

Done deal! We made arrangements to get the services installed and our home phone number transferred over.

Fast forward to today. I had made an arrangement for Rogers to show up between 2 PM and 4 PM. Much to my surprise, the Rogers tech showed up at 1PM. That’s right, they showed up early. Bonus point to Rogers. After assessing what needed to be done, he went back to his truck to get what he needed and came back 15 minutes later and got to work. In less than 45 minutes, he had set up my Internet, phone and swapped my cable box and even made the remote work with my TV in seconds and checked to make sure my intercom worked. And it all worked perfectly at the end of the appointment.

I was impressed. This was the exact opposite of the experience that I have had up until this point. I really have to give Rogers credit in terms of how they deliver their services to customers. I admit that I have ripped into them at times over their customer service, but I will give credit where credit is due and kudos to them for changing my opinion of them. Now, we’ll see if any of the billing related to this gets screwed up in any way. It’s happened before when we’ve made changes with Rogers and it’s been painful to fix. If nothing happens on that front, I will sing their praises to anyone who asks.

Oh, I should mention one more thing. This is what I am getting in terms of Internet speed:

Untitled

Slow it is not.

One other thing. You’ll recall that when the second Bell tech fixed everything, they raised my DSL profile to a 15 Mbps profile. It was highly unstable and frequently disconnecting and reconnecting. Not cool. I didn’t bother phoning Teksavvy as I knew I was going to be replacing them with Rogers.

So far life is much, much better.

 

Rogers Now Has HTC One (M8) In Amber Gold

Posted in Commentary with tags , on June 24, 2014 by itnerd

A quick note.

Rogers today announced that the HTC One (M8) in amber gold is now available exclusively at Rogers retail locations and online at Rogers.com. Like the HTC One (M8) in gunmetal grey and glacier silver, the amber gold device is available at Rogers for $179.99 on select two-year plans. For more information check out www.rogers.com/HTC.

I reviewed this phone not to long ago. Here’s what I thought of it.

Rogers Must Fix Wait Times, Pricing Plans: CEO

Posted in Commentary with tags on June 17, 2014 by itnerd

I haven’t seen much of Guy Laurence who is the new CEO of Rogers, but what I have seen of him is positive thus far. A story in The Toronto Star has him explaining where Rogers needs to do a better job for its customers:

Laurence said Canada’s wireless industry hasn’t done enough deliver on time-savings, pointing to thousands of pricing plans that force consumers to spend time researching telecom companies’ best buys online and to customers forced to cool their heels waiting for assistance from call centres.

“Lots of people don’t want to call a call centre. They want to go online and solve it in three minutes, not 30,” Laurence said.

“Don’t get me wrong. I think there will always be call centres but are we really bringing in enough simplicity to our customers?”

At least he recognizes that these are things that really annoy consumers. And he’s right about the fact consumers don’t want to call into a call centre because they will wait 20 minutes to speak to a human being, but feel forced to.  But it’s the lesser of the metaphorical two evils. Now Rogers had announced their “Rogers 3.0” plan a few weeks ago which speaks to this topic. It will be interesting to see how that is going to alter the customer experience for the better.

Oh, to quote the late Steve Jobs, there’s one more thing. Laurence is saying the right things and so far he’s putting out positive vibes. But seeing as he’s the new guy on the block, the honeymoon will end at some point and he’s going to have to start delivering on what he’s been talking about thus far. It will be interesting to see if he can truly deliver.

Rogers To Expand Wireless Network In BC

Posted in Commentary with tags on June 12, 2014 by itnerd

Today Rogers announced an investment of over $450 million to expand its wireless network in BC.

Highlights of the investment include:

  •  Bringing wireless access to over 70 communities in the northeast, Interior, Lower Mainland and Vancouver Island, reaching over ninety-eight per cent of B.C.’s population
  • Enhancing existing LTE connections with 700 MHz spectrum to allow customers to access the internet in even more places, including deep into buildings, elevators and basements
  • Meeting consumer and business demand for data which continues to grow
  • Giving more British Columbians reliable access to emergency services across the province
  • Supporting B.C.’s growing economy, which includes 385,900 small businesses

It will take three years to complete, but people in BC should be seriously hooked up when it’s done.

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