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“Trust Us”: Cogeco’s Usage “Gas Gauge” Great For Measuring Profits, Not So Good for Measuring Actual Usage

Phillip Dampier August 24, 2009 Canada, Cogeco, Internet Overcharging No Comments

Broadband Reports this morning revisited Cogeco, the Canadian cable company that engages in Internet Overcharging, but relies on a usage-measurement gauge that customers say can be off from dozens to hundreds of megabytes every day.  Stop the Cap! also reported on this issue in June, with customers outraged that their monthly bill’s accuracy depends on a tool that is very good at making the company extra money, but not so good at fairly measuring actual usage.  The problems continue.

It’s ironic that the electric meter outside of Cogeco headquarters is subject to verification, the gas pump dispensing fuel to Cogeco’s service trucks is audited by Measurement Canada, which also verifies the accuracy of the scale used by the grocery store deli to weigh the meat for the submarine sandwiches purchased by some of their employees.  What isn’t audited, much less independently verified, is Cogeco’s usage measurement tool.

Cogeco customers have resorted to installing their own third party monitoring tools, from built-in traffic measurement in some routers to software applications that they run on their computers.  Thus far, reports of serious discrepancies have caused an indefinite delay before Cogeco actually begins billing overlimit fees and penalties, but many customers are asking why they have to resort to checking up on Cogeco in the first place.

One Toronto resident can’t understand it:  “Since when do customers in this country have to validate a business billing system?   Customers should be assured of fair and accurate billing under the law in Canada. I see a lot of legal challenges coming for this.”

Cogeco customers note the discrepancies will add up — to Internet Overcharges:

“Ever since I slapped Tomato [third party firmware] onto my router and started monitoring my [usage], Cogeco has constantly been anywhere from 20mb to 700mb off every day,” complains one user. “Any discrepancy is unacceptable with their outrageous overage charges,” the user adds. “Twenty five to thirty gigabytes is the difference between paying fifty dollars a month for your Internet or eighty dollars a month,” says another, adding that the problems are “unacceptable.”

As Karl Bode notes in his story, whether the meter works right or not, the customer will still be expected to pay in the end.

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  • Joe V: I hope the people of New Jersey are happy. They voted for Chris Christie and this is exactly what they got....
  • Susan: After diligently watching my credit score for over a year and how negative as well as positive postings affect it, I have a hard time believing that o...
  • David Therchik: An intense investigation needs to put into this! As soon as one starts I bet they'll stop charging/cheating people from over usage. Before they bought...
  • Charles Bingham: I did but customer no service was no help - said it did no good to have pass word with symbols, cap and small letters and #'s. IF only I had an alte...
  • Phillip Dampier: That assumes this customer had access to a working usage meter and notification messages and ignored them. Evidently it was big enough of a problem fo...
  • Are you kidding me...: "Over the years" people are using the internet differently. If your bill went up, you have usage. Responsible would be calling and talking to them ab...
  • Charles Bingham: Actually my usage has decreased over the years as I sold my business and only kept the internet for a few tax returns that I still do, no employees no...
  • Are you kidding me...: This entire article reeks of "poor me, I'm a victim and I can't be responsible about my own Internet usage, my own bills or my own actions." Grow up....
  • a gci customer: even with the new plans, you are still data capped, they just speed rate you at that point vs charging you for overages. You are given the ability t...
  • random-gci-customer: How do you think their Senior Vice President of Consumer services funds his opulent exotic car collection??? https://www.dropbox.com/s/uj7yh1r7hcfc03...
  • whyatt: Well this is what I know. There are 4 internet plans called r:10 r:50 r:100 and RED. And these plans are cheaper than the old plans. Those old plans u...
  • oobovigif: Well I guess they don't want the Tax Breaks anymore either. They just need to seriously Stop with all this BS about lack of Spectrum. They have Plenty...

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