Stop the Cap! » Rogers

Rogers Throws Customers A Few Scraps: Faster Speeds, Tiny Increases in Usage Allowance

Phillip Dampier — Thu, 26 Jan 2012 16:12:50 +0000

Just a few weeks after announcing $2 rate increases on most tiers of the company’s broadband service, Rogers Communications has announced speed upgrades and tiny increases in usage allowances for certain customers:

Express: download speeds will increase from up to 12Mbps to up to 18Mbps and data allowance will increase from 60GB to 70GB.
Extreme: download speeds will increase from up to 24Mbps to up to 28Mbps and data allowance will increase from 100GB to 120GB.

These enhancements apply to customers utilizing Rogers DOCSIS 3.0 capabilities. Rogers will start rolling out the faster speeds to existing Express tier customers currently receiving download speeds of up to 12 Mbps starting January 26^th and will continue over the following weeks. New customers will experience faster speeds beginning February 21^st. All new and existing customers will benefit from higher data allowances starting March 8^th.

Rogers has played repeatedly with their usage allowances, particularly for its Extreme tier, which has seen increases and decreases over the past few years:

Rogers Extreme Tier Usage Cap History

2009: 95GB per month
2010: Reduced to 80GB per month (-15GB)
2011: Increased to 100GB per month (+20GB)
2012: Increased to 120GB per month (+20GB)

Rogers’ Express service gets just a 10GB monthly bump, making the speed upgrade less valuable because customers are restrained from using the service.

Rogers says the incremental upgrades are a result of Canadians using the Internet more than ever.

“Rogers customers are increasingly watching movies on Rogers on Demand Online, working from home and using multiple devices like tablets and laptops connected by Wi-Fi to the internet,” said John Boynton, executive vice-president and chief marketing officer at Rogers Communications. “The ways Canadians are using the internet are changing dramatically and we are constantly reviewing our plans and policies to ensure they deliver the best possible customer experience that lines up with evolving needs and usage patterns.”

Apparently those living in western Canada use the Internet even more, because Shaw Communications’ comparable broadband tiers are much more generous:

Shaw Communications Usage Allowances

High Speed 10Mbps: 125GB per month
High Speed 20Mbps: 200GB per month
Broadband 50Mbps: 400GB per month

No related stories.

Rogers Hiking Prices on Broadband by $2/Month; Blames Service “Enhancements”

Phillip Dampier — Mon, 16 Jan 2012 18:32:44 +0000

Citing “the many enhancements they have launched” in the past year, Rogers Cable has announced an across-the-board broadband rate increase that will cost subscribers an additional $2 a month for Internet service effective March 1, 2012.

Rogers claims the rate increases come as a result of investments in their broadband network and the introduction of SpeedBoost, which delivers a temporary speed increase during the first few seconds of file transfers.

Rogers also claims they have increased monthly usage allowances and download speeds on many of the company’s broadband packages.

The rate increase is not going over well with subscribers, however.

Stop the Cap! reader Nick in Markham, Ontario is one of them.

"No additional charge," except for the $2 rate increase Rogers suggests comes after the addition of "service enhancements" like SpeedBoost.

“Rogers introduced ‘SpeedBoost’ as a ‘free’ feature which we are now apparently/effectively going to pay more for,” Nick writes. “I am really unimpressed with Rogers’ ‘generosity,’ especially respecting bitcaps, considering they are totally arbitrary.”

Nick notes customers in Quebec and western Canada have more generous usage allowances, and often lower bills.

“Shaw customers are getting a much better deal than Rogers’ customers these days,” Nick says. “If Rogers increased prices by $2 and took the caps completely off, I’d gladly pay a little more just to end years of headaches over watching my Internet usage.”

“I am so tired of feeling like my Internet connection is being rationed, and considering my choices have been Bell or Rogers, I think I’ll sacrifice some of the higher speeds and just consider switching to TekSavvy DSL, because it costs less and doesn’t come with Rogers’ stingy caps.”

A Montreal Gazette piece on the Canadian telecommunications industry says stockholders and company executives are doing much better, enjoying major boosts in telecom industry dividends. The industry enjoyed a 25% boost in stock price + dividend yield over other Canadian stocks over the past 12 months. The industry also enjoys the benefits a barely-competitive marketplace that offers opportunities for unfettered rate increases:

Canada remains a heavily protected market in telecommunications, which is one reason why consumers don’t get the kind of deals available in other countries.

But in the absence of such [competitive] changes, there’s a strong case to be made that telecom and cable companies will post solid profit growth this year and next.

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Corporate Welfare: Why is Rogers Getting a Taxpayer Handout for Its Magazines?

Phillip Dampier — Fri, 13 Jan 2012 20:29:14 +0000

Canadian taxpayers gift Rogers-owned Macleans magazine $1 million annually, just because.

The Tories running the Canadian federal government are on a mission to slash government spending. In addition to budget cuts, Ottawa is about to start pink-slipping public service workers. But executives at Rogers Communications, Canada’s gi-normous media conglomerate can rest easy knowing their corporate welfare payments are still safe from the government axe.

At a time when North Americans are abandoning print media in droves, it’s more than a little odd that Rogers is getting a government handout for a whole mess of magazines the company still prints and sells to an increasingly disinterested public.

It turns out the Canada Periodical Fund exists to throw nearly $71 million a year in subsidies to magazines ranging from the endangered to the ubiquitous. Among the titles getting taxpayer handouts include those even Americans recognize. Rogers is getting $1.5 million a year in free money just for printing Maclean’s. They get the same for Chatelaine, Canada’s version of Reader’s Digest, and Canadian Living.

In fact, more than a dozen well-known magazine titles get a cool million plus from the federal government, just for… existing.

Ironically, Canadian Heritage defends the subsidy program as an effort to ensure “Canadians have diverse Canadian print magazines, non-daily newspapers, and digital periodicals.” Canadian publishing, much like its telecommunications marketplace, is increasingly about as non-diverse as you can get, as a handful of giant corporations consolidate their ownership of most major print publications. Transcontinental and Rogers together account for half of the top 50 magazines in Canada. Smaller titles are fading through a combination of increasing postal rates and decreasing interest on the part of an online-0bsessed culture.

The Ottawa Citizen thinks it has all gotten out of hand:

The central problem with this government program is that big magazines don’t need government help and the little ones aren’t worth it. A really generous observer could see public value in Atlantic Horse & Pony, Modern Dog or Hardware Merchandising, but this is Canadian culture writ extremely small.

The magazine program clearly helps prevent a Darwinian reduction in the astounding number of Canadian magazines. Thus we have Big Buck Magazine ($40,521) a quarterly periodical devoted to deer hunting. Subscribers who enjoy pictures of dead animals might also like Western Canadian Game Warden ($18,626), Ontario Monster Whitetails ($8,488) or The Canadian Trapper ($5,303).

Farm publications are soundly supported, including Canadian Ayrshire Review ($12,319), Canadian Cattlemen ($158,952) and Cowsmopolitan Dairy Magazine ($16,504). It includes no sex tips, by the way. The biggest beneficiary is The Western Producer, a weekly farm newspaper that takes in nearly $1.6 million.

Religious publications also do well, including Canadian Mennonite ($152,957), Mennonite Brethren Herald ($85,590), The United Church Observer ($191,592) and Presbyterian Record ($156,373).

Even the satirical magazine Frank collected $57,517 from the taxpayers, surely one of its best pranks.

[...] The taxpayers might not get much value from the Canada Periodical Fund, but the Conservative government is making the most of it. In the Canadian way, the magazine and weekly newspaper grants have been turned into pork. Local MPs announce these silly little grants, using standard language about how the giveaway contributes to the economy and the diversity of Canadian content.

A few thousand dollars could do wonders for most digital versions of small print publications, all without killing trees and wasting energy delivering them to a dwindling number of readers. But giant-sized conglomerates like Rogers don’t need the handouts. Not when the company enjoys a revenue largesse from its current holdings. You cannot promote diversity handing out checks to companies that would like nothing better than to use the money to merge and acquire their way to an increasingly concentrated media marketplace. Nobody has proved that better than Rogers Communications.

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Rogers Abandoning Portable Internet Service: Internet Overcharging 3G in Rural Canada’s Future

Phillip Dampier — Wed, 14 Dec 2011 16:21:53 +0000

Rogers Communications has mailed letters to rural Canadians announcing it will cease operation of its Portable Internet wireless broadband service effective March 1, 2012.

The service, which uses the Inukshuk Wireless network, delivers Internet access to over 150 communities across mostly rural-northern Canada, where DSL and cable broadband is simply unavailable. Customers were paying $45 a month for up to 3Mbps service with a 30GB usage cap.

Rogers’ decision will now force most of those customers to use the company’s far more expensive 3G wireless network, which runs far slower and has substantially lower usage allowances. How much more expensive? Rogers’ 3G customers choosing the company’s 3G Flex data plan will pay between $94-104 a month (depending on speed), for a plan with a 15GB usage allowance. Overlimit fees run $10/GB. Customers using 20GB on Rogers’ 3G Flex will pay the company $144-154 a month for slower service.

“The price disparity is absolutely enormous,” says Stop the Cap! reader Ted who uses Rogers Portable Internet service in Val Caron, Ont., located north of Sudbury. “You might as well not bother using the Internet at all at these prices.”

Ted says Rogers Portable Internet was never a perfect solution, but it was priced similarly to what larger city residents pay for broadband.

“It’s not really WiMax, which came after Rogers introduced the service, and the speeds and ping times can be appalling if you don’t have good reception, but it was affordable,” Ted says. “Using 3G service means even slower speeds and lower caps at double the price, which is typical for Rogers.”

Ted points out the 30GB one receives on the Portable Internet service for $45 would correspond to a bill for $25o on 3G — five times the price for worse service.

“I am talking to my wife about buying the Rocket Hub [Roger's device for mobile broadband] so we have something, because Bell has told us not to expect DSL anytime soon,” Ted notes. “Rural Canada cannot catch a break.”

The other option rural Canadians have is satellite Internet access, but providers like Xplornet have faced withering criticism from customers for poor speeds, network speed throttling, and usage caps.

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Inside Rogers’ Pick and Pay TV Pilot Project: A-la-carte It Isn’t, Say Annoyed Subscribers

Phillip Dampier — Tue, 13 Dec 2011 17:10:45 +0000

A-la-carte cable: Still not on Rogers' menu

Carol Jameson simply can’t afford to spend $70 a month for cable television any longer. Although Canada’s economy is doing better than some, Jameson’s husband recently had to endure a pay cut, and the costs of raising their two teenage children are not getting any lower. The London, Ont. Rogers Cable customer ran several kitchen table meetings to discuss what expenses could be cut from the family budget. Her teenage son and daughter targeted the family’s landline telephone — an archaic curiosity of the past for today’s cell-phone-obsessed youth, and cable-TV, which they saw as increasingly irrelevant.

“Just don’t touch the Internet connection,” Carol was advised.

Despite concerns from her sports-addicted husband, Jameson decided to start shopping around, and definitely decided the days of their landline was over. In her neighborhood, “shopping around” meant choosing from Rogers Cable or a satellite TV provider. Bell’s Fibe — fiber to the neighborhood — service was not up and running in her part of London.

“I had settled on a basic satellite package and keeping Rogers’ broadband and called the cable company to share the bad news,” Carol tells Stop the Cap! “But when I tried to cancel, I was transferred to someone who said I could stay and pick and choose only the channels I wanted to watch and pay for.”

Carol was shocked Rogers had a solution for her high cable bill that it never bothered to share until she tried to cancel.

“You can’t find a thing about this deal online or even on the phone with Rogers’ customer service, and who would think to ask after years of getting dozens of channels we never watch,” Jameson says.

Carol was being pitched Rogers’ new “Pick and Pay” service, currently undergoing a five month trial in the London area.

“I was offered the service until March 2012, after which I was advised to call Rogers back and discuss my options after the trial ends, if it ends,” Jameson tells us.

Rogers’ “Pick and Pay” is a modified a-la-carte suite of offerings. It does not allow customers to pick and choose only the channels they wish. It instead asks customers to sign up for a $20 basic cable package containing local broadcasters and certain other channels Canadian telecommunications regulators want all Canadians to have access to, and several channels Rogers wants their customers to have (home shopping, The Fireplace, Aquarium, and Sunset Channels, etc.) Beyond that, customers can choose from mini-packages of Canadian superstations, U.S. broadcast stations, and digital music. Customers then select 15, 20, or 30 channels of their choosing ranging in price from $26.38-$33.48 per month.

“It’s better than $70 a month, but not by too much,” Carol says.

Carol and her husband decided to consider the offer, but found an exact list of channels hard to come by.

“That’s not a problem limited to me,” Carol reports. “The Globe & Mail featured Rogers’ new cable package and the customer in that case had to obtain a photocopied list of channel choices because Rogers didn’t have one online.”

Carol ended up with the 20 channel add-on package and the U.S. network station suite, which runs $28.41 and $3, respectively. That means her cable TV bill dropped to $52 a month, just over $22 a month less.

Rogers' scarce photocopied channel listing for their "Pick and Pay" package, obviously removed from an employee's three-ring binder.

“But here is where Rogers gets you by your pocketbook,” Carol warns. “You have to take Rogers’ phone service with the deal, so now the landline is back, although they charge less than Bell.”

Jameson also notes these prices do not include mandatory extras:

$4.49 – Digital terminal rental (per TV)
$2.99 – Digital service fee
$0.70 – Local Programming Improvement Fund Fee
+ G.S.T. (taxes)

“So much for the savings,” Carol says.

The Globe & Mail speculates the Rogers’ trial is rigged to convince Canadian regulators there is little interest in a-la-carte cable, at least the way Rogers has packaged it (and kept it hidden from public view):

In September, the Canadian Radio-television and Telecommunications Commission said that it had received complaints from consumers about being forced to pay for too many channels they do not watch, and that it expects cable and satellite companies to change that. The CRTC ordered all TV providers to report back by April on what actions they have taken to give subscribers more choice.

But cable and satellite executives have told the CRTC in hearings that there is no consumer demand for cheaper, “skinny basic” packages that offer fewer channels at lower cost than today’s basic TV packages. And some think that Rogers will use the London example to tell the CRTC that there isn’t much demand for the product.

Customers like the Jameson family might end up unwittingly proving Rogers’ point.

“After all of the extras, we rejected the plan and were all ready to switch to satellite and keep the broadband, but at the last minute Rogers offered us new customer pricing on their standard package for a year if we agreed to stay, and we did,” Carol tells us. “A-la-carte cable is exactly what we need, but this isn’t it. Maybe that is why Rogers keeps it a secret.”

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Canadians Trash Their Cell Phone Options: Bad Service, Worse Value; Koodo Rates Highest

Phillip Dampier — Tue, 06 Dec 2011 19:44:45 +0000

Canadians overwhelmingly rate their mobile phone providers poor for value, telling Consumer Reports they are paying too much and getting far too little coverage and service in return.

The 2011 Consumer Reports Wireless Survey (subscription required) shows Canada’s largest cell companies are generally awful in the estimation of 15,000 Canadians polled for the survey. At the very bottom of the barrel are mega-carriers Bell Mobility and Rogers, both rated lousy for service and customer support.

“You can always do better than Rogers and Bell, no matter what other carrier you can think of,” says Thierry Duluis, a Stop the Cap! reader in Quebec. “Biggest does not mean best.”

Consumer Reports agrees. It top-rated Koodo, a no-contract carrier owned and operated by western Canada’s phone company Telus. Koodo is a relatively new player, only launching service in 2008, but has since built a reputation for lower prices and reasonably good service to the majority of populated regions across Canada. But Koodo’s data plans can be expensive and confusing. A $5 data starter plan delivers 25MB of data, and automatically increments: 26MB-100MB = $10, 101MB-300MB = $15, 301MB-1GB = $20, 1.01GB–3GB = $30, + 2¢/MB above 3GB. A alternative plan with a 2GB data allowance runs $25 a month with a 2¢/MB overlimit fee.

Consumer Reports

Ironically, several wireless brands owned by large Canadian phone and cable companies scored higher than their respective owners. Koodo scored higher than Telus Mobility. So did Fido, which is a wholly-owned subsidiary of Rogers.

Regional SaskTel, which operates in Saskatchewan, received an admirable rating from the consumer magazine, primarily because of its slightly better customer service. But no carrier, prepaid or postpaid, did extremely well across all categories. Canadians are frustrated by cell phone prices that are often higher than what their American neighbors pay, and are often accompanied with stingy usage allowances.

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What Spectrum Crunch? Rogers Caps Your Data Usage But Plans Unlimited LTE Video-on-Demand

Phillip Dampier — Thu, 01 Dec 2011 16:18:10 +0000

Wireless operator (and cable company) Rogers Communications likes to spend big dollars pushing the message Canada is in the midst of a wireless spectrum crunch — a big reason why it wants “equal treatment”-bidding in upcoming spectrum auctions that may include “set-asides” exclusively for emerging Canadian wireless competitors.

But apparently the spectrum shortage only impacts areas outside of the province of Quebec, because Rogers plans to experiment with a new LTE wireless video on demand service it plans to pitch Quebecers, perhaps as early as next year.

Rogers CEO Nadir Mohamed told the Montreal Gazette the cable company intends to enter the Quebec market with an “over-the-top” on-demand video service, distributed over Rogers’ growing LTE wireless broadband network. While Mohamed was quick to say this doesn’t mean Rogers intends to launch a full-scale competitive invasion against provincial providers Videotron, Ltd., and Bell Canada Enterprises, it is pre-emptively getting into the business of serving cord-cutters who drop traditional cable packages to watch online video.

The new service is expected to be accessible on phones, tablets, and Internet-enabled televisions and video game consoles, presumably through a wireless Internet adapter.

Mohamed

“Video for wireless has huge potential for growth,” Mohamed told the Gazette. “It’s sort of the mirror image of (how cable evolved), which went from video, to data to voice.”

Nothing eats bandwidth like online video, and Rogers traditionally caps this and other usage on their mobile wireless network, citing spectrum and capacity shortages. But Rogers sees few impediments serving up certain kinds of online video: namely their own.

That’s not a message the company continues to deliver consumers on its “I Want My LTE” website, part of a robust lobbying effort to get its hands on as much new spectrum as possible, even if it means locking out would-be competitors. In fact, leaving the impression the company has spectrum to spare is so politically dangerous, Mohamed took the wind out of his own announcement by mentioning, as an aside, their networks still don’t have enough capacity to deliver full-motion video to a large number of customers at the same time.

“I think wireless networks in the foreseeable future will not have the capability to deliver full-motion video to a large number of customers at the same time, even with LTE,” he said. “So what you will see is an integration of wired and wireless, where the wireless network will off-load the traffic to a wired network.”

Rogers’ decision to limit the service, both in scope and range, is also designed to protect itself (and other cable operators) from unnecessary competition. Rogers won’t offer a full menu of video services outside of its traditional cable system areas in Ontario, New Brunswick, and Newfoundland, and only Quebec residents (where Rogers doesn’t sell cable TV) will have the option of signing up for the wireless video-on-demand service.

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Cogeco’s Days May Be Numbered: Asset Sale Abroad May Provoke Rogers Takeover

Phillip Dampier — Mon, 28 Nov 2011 20:55:56 +0000

Cogeco’s disastrous investment in a Portuguese cable company may be the beginning of the end for the Canadian cable operator. Cogeco, which primarily serves smaller communities in Ontario and Quebec, may eventually find itself the property of Rogers Communications, Inc., particularly if its messy overseas cable operation can be dispensed with soon.

The Financial Post suggests rumors of Cogeco’s increasing efforts to rid itself of Portugal’s Cabovisao could be a prelude to a bigger sale of its Canadian cable operation to Rogers.

Cogeco’s interest in Portugal’s cable industry came after the company determined there were limited opportunities to invest or acquire cable operations in the highly concentrated North American market. In 2006, it spent $660 million to acquire Cabovisao, two years before Portugal felt some of the worst impacts of a global economic crisis that continues to this day.

Cogeco's financial mess in Portugal.

Portugal’s efforts to stabilize its economy have brought widespread salary reductions and tax increases, making luxuries like full-priced cable service untenable. Subscribers have been canceling in droves, either because they found a better deal from a competitor, or because they could no longer afford the monthly bill.

Earlier this summer, Cogeco wrote-off its entire investment in Cabovisao and has been rumored to be shopping the cable system for a quick sale.

One analyst told the newspaper if Cabovisao is for sale, Cogeco may be perceived to be “throwing in the towel” on the strategy of investing abroad — and moreover, paving the way for a takeover by Rogers.

Rogers already holds a nearly one-third equity interest in Cogeco. Being rid of Cabovisao could make Cogeco that much more attractive to Rogers, whose systems largely surround Cogeco’s operations.

The only thing remaining in the way of a wholesale takeover could be the Audet family, which controls the majority of shares in Cogeco. Earlier this summer, it was clear the Audets had no interest in selling, but that may be changing with the unwinding of its international investment strategy.

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Cell Phone Companies Hoarding Cash/Credit for Spending Blitz on Canadian Spectrum

Phillip Dampier — Thu, 13 Oct 2011 20:05:39 +0000

Upcoming wireless spectrum auctions are critically important for some of Canada’s newest players in the cell phone marketplace. Most are working hard to make sure they have plenty to spend to secure new frequencies for advanced wireless services that will help them remain competitive with larger players.

Globalive Holdings, the parent company of Wind Mobile, has convinced backers to provide hundreds of millions of dollars in financing, so long as all of the money is spent on acquiring wireless spectrum.

Wind’s nearly 400,000 customers will appreciate the additional room for growth, and new customers may keep Wind in mind for advanced 4G networks most Canadian providers intend to build and expand into the new spectrum they acquire at an auction next year.

Much of the funding, estimated to approach nearly a half-billion dollars, is coming from Wind’s parent entities, Egypt-based Orascom Telecom and the European conglomerate VimpelCom that acquired Orascom earlier this year. Because the Canadian government is expected to set-aside some of the valued 700MHz spectrum exclusively for bidding among new entrants in the market, Wind could walk away a big winner, particularly if other similar-sized competitors Mobilicity and Vidéotron Ltee./Quebecor have trouble raising enough money to remain competitive in the bidding.

As far as Canada’s largest cell companies are concerned, set-asides are unnecessary and they prefer a winner-take-all auction. Rogers, in particular, has been lobbying hard to convince Canadian officials it needs access to the 700MHz spectrum up for auction to roll out service in rural communities and upgrade networks in larger cities.

Those who feel Canada’s cell phone marketplace is already too concentrated have little sympathy for Rogers’ point of view, and expect an auction free-for-all will mean the largest incumbent players will walk away with everything they can bid on.

Among smaller players, assuming the set-asides are in place, analysts expect Wind will probably secure the most spectrum, but Vidéotron is expected to stay competitive and walk away with at least some frequencies for use in its home province of Quebec. Big losses among the smaller players could fuel calls for additional mergers and acquisitions among those carriers deemed to have been left behind.

The Canadian government is expected to be the biggest winner of all, netting a potential $3-4 billion from the spectrum sale.

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Montréal métro to Get Underground Cell Service by 2013; Wi-Fi Later

Phillip Dampier — Thu, 13 Oct 2011 19:43:24 +0000

A joint venture between Rogers, Videotron, Bell and Telus will bring major improvements in cell phone service in Montréal’s métro by the end of 2013.

Isabelle Tremblay, a spokesperson for the Société de transport de Montréal, which manages the métro system, told the Montréal Gazette there has been a plan in place for several years to have a cellular network in the subway tunnels, which are often cell-phone-free zones because of reception problems.

Montreal métro provides coverage in these areas of Montreal.

None of the carriers involved would confirm the report, originally published in La Presse, but subway cell phone networks are not unprecedented. Both New York and Washington, D.C. have cell service provided by underground antennas. Many trains now also provide Wi-Fi service, and Montréal is expected to be no different.

Tremblay said Wi-Fi would come after cell phone service is established. In most cases, carriers use third party contractors to construct and manage the networks on their behalf. Only existing customers get to access the respective networks.

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