Archive for the ‘Customer experience’ Category

Rogers device subsidies 101: Choose the option that’s right for you

Our friends in legal have asked us to make some edits to this post. In the spirit of transparency, we wanted to let you know that the following text has been changed from when it was originally published. The primary fix is that we’ve re-written to clarify that all customers have a contract with Rogers, even when they choose a no-term, no cancellation fee option.

We know that some of you have had questions about fixed term wireless contracts and why they exist.  What you may not know is that Rogers offers you choices, even when it comes to contracts. You can always be without a fixed term contract with Rogers if you choose to pay full price for your device upfront and pay for your services month-to-month.

Why do I need a fixed term contract?

When you enter into a contract, you receive a device or service at a reduced cost. The benefit of signing up for a 1, 2 or 3-year term is the upfront savings you get on the wireless device you want.

Wireless devices can cost hundreds of dollars depending on the model.   You can choose to skip the fixed term contract and buy your device at full price, but sometimes, getting a break on the cost of that new quick messaging device, smartphone, tablet or RocketStick makes more sense and is easier on your wallet than paying for it outright.

What if I want out of my fixed term contract? What fees apply

We often get questions about cancellation fees and why they exist.  As part of our ongoing commitment to our customers, we’ve implemented a new policy around what happens when customers with a fixed term choose to end their fixed term early.

Here’s the new policy:

  • If you received a device subsidy when you signed up, and you want to cancel your service before the end of your fixed term, you will need to pay the Device Savings Recovery Fee (DSRF), which is based on your device subsidy.
  • You can find the amount of your device subsidy (economic inducement) in your agreement. To calculate the DSRF, just divide the subsidy you received on your device by the length of your contract in months , multiply that number by the months left in your fixed term contract and of course, add applicable taxes.
  • Did you get a bigger subsidy when you signed up because you have a data plan? Rogers offers additional subsidies to customers who sign up for both voice and data plans.
  • The Additional Device Savings Recovery Fee (ADSRF) is charged to subscribers with data plans who cancel prior to the end of their term. You can also find the amount of your data plan subsidy (additional economic inducement) in your agreement.
  • This is calculated the same way as the DSRF, taking into account the months left in your fixed term contract and the initial subsidy provided to you.
  • The one-time service deactivation fee is $12.50 per line and charged to all term customers in provinces other than Quebec and Manitoba if they choose to cancel their services before the end of their fixed term. This fee helps to cover the administrative costs and charges associated with your cancellation.

It’s always important to understand what you’re paying for, which is why we’re trying to make it easier for customers to understand our device subsidies.

Heather is a regular contributor to RedBoard

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Rogers offers premium SMS choices for customers

Rogers Premium SMS servicesThere’s no denying that SMS or texting is a fast, easy way to stay in touch with family and friends. For some, it’s also a way to get the latest sports scores, weather report or make new friends through chat services. These types of texts are called premium SMS and we now give you easy ways to manage these sorts of text messages so you can better keep track of costs, or choose not to receive them.

What is a premium SMS message exactly?

Premium SMS messages often charge an additional fee above standard text messaging costs. The costs usually range from $1 to $10. You can subscribe to a premium SMS service online by inputting your mobile phone number or by texting a specific short code (usually four or five digits). This could include submitting your mobile number on online contests, to win a tablet for example. Always read the terms and conditions before submitting your mobile number online. Regardless of whether a subscription is initiated online or through a mobile device, there is always a two-step activation process. This includes inputting your number online or through your mobile device and sending a confirmation ‘YES’ text to complete the subscription. Once confirmed, you are then charged for the messages until you ask them to stop.

How do I stop them?

If you ever want to stop a premium SMS service, reply with the message ‘STOP’ to the short code and you will be unsubscribed to the service.

What is Rogers doing to help you?

Have you ever signed up for a premium SMS service by mistake only to be charged later? Do you have a teenager who subscribed to a service without your knowledge? We can help. We provide a $40 monthly subscription cap for premium SMS programs, so when your subscription to a premium SMS program reaches $40 you won’t receive any more texts or charges. We have also taken a step to protect our customers from confusing online contests; we are not approving any new third party premium SMS services that run such contests.

We’re the only Canadian carrier to offer several other ways to manage premium SMS services:

  • The option to block all premium SMS so even if you accidentally submit your mobile number online to receive a ‘joke of the day’ you wouldn’t receive a text from a premium SMS service. This will also block SMS from other companies, like SMS flight updates. Don’t worry; you will still be able to receive texts from your friends and family.
  • For premium SMS chat we now send our customers a reminder when they reach $100 for one program, and when they reach $500 we end the program.
  • We provide detailed information on third party premium text message services on your bill, including contact information so if you have questions about a charge, you can easily contact the message provider.

To add the premium SMS block service to your account please contact Rogers Customer Care.

Marina is a regular contributor to RedBoard

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Globe Trotting Mama talks travel and roaming tips

Heather Greenwood-Davis We recently caught up with Heather Greenwood-Davis, who is currently on a year-long worldwide adventure with her husband and two sons.  She is the Globe Trotting Mama – a freelance journalist whose work appears in the Toronto Star, Dabble Magazine, Urbanmoms.ca, Canadian Family Magazine and more.

She is constantly on the move, from one adventure to the next. We were curious to know how a jet setting family like hers spends the holidays. With so many Canadians planning trips abroad over the holidays and 80% of them planning to use technology to stay in touch with friends and family, we wanted to ask Heather how she incorporates her mobile phone into her travels. A recent survey found that almost half (48%) of Canadians will use their mobile phones while travelling during the holidays, so we wanted to know what kind of  roaming advice she has for fellow Canadians in the same boat. We’ve equipped her with Rogers wireless services to keep her organized and connected. With her iPhone powered by Rogers along for the ride, she’s been taking work on the road and keeping in touch with loved ones.

Where are you are right now as we speak (Dec. 9)?

I’m currently in Cape Town with my family. Cape Town is a stunning destination with an incredible history and we’ve been able to spend time at amazing places like the One&Only Cape Town resort where we were fortunate to try out everything from the Kids Club to the Spa.

Keeping in touch is important for Canadians while abroad. More than three-quarters (77%) of those Canadians who plan to use their mobile phones while travelling during the holidays said they would be connecting with family and loved ones. How has it been for you in terms of working on the road and staying in touch with loved ones?

It’s hard enough to find the time to write a postcard when you take a week’s vacation, on a year-long trip it’s that much harder. Being able to stay in touch with family and friends and colleagues while I’m on the road has been incredible. Having my iPhone along for the ride has not only made it convenient to stay in touch but has also allowed me to access to sites like Facebook, Twitter and YouTube. It has made keeping our blog up-to-date that much easier. Without the phone? We’d be out of luck.

How and where will you be celebrating the holidays with your family?

We’ll be in Namibia over Christmas. I’m looking forward to taking the kids on their first safari and exploring the people and cultures in the country. A lot of our travel in Namibia will be self-driven and it’s a real comfort to know that even in its most remote areas we’ll have the ability to connect with the world through our phone.

 Besides your iPhone, what other technology did you bring with you?

We’re travelling with two laptops and a tablet. It seems like a lot but because we’re also teaching the kids as we travel and we opted not to bring a ton of books along, they need to have an instrument they can use to access the web for learning and the tablet is easy enough and rugged enough to withstand their rough play. I need a laptop for my writing and my husband uses the other to help edit photos, update our website  or check sports scores from back home. We are all skype users as well and having the laptops and tablet along with us mean we can chat with family and friends back home easily. It also makes long train rides a little easier on everyone.

Have you been using any travel applications on your iPhone, if so which ones?

I’ve got a ton of favourites and I’m finding new ones all the time.  I like the XE Currency App which helps us figure out new currencies as we go. I like that I can keep a list of currencies showing at the same time which means that even if my head is still in Argentinian Pesos, I can also see how many of those are in my South African Rand.  The kids like to find new language apps as we travel: They liked Busuu for Spanish and Babelingo for Mandarin. We have Expedia and TripAdvisor on our phone as well which means we can find hotels and get reviews to help us make a decision. And then there are also things like the Maps app which (when coupled with roaming) allows me to make sure the cab is taking us where he says he is; and the iTorch4 app which gives us a great flashlight for searching in the dark in shared hotel rooms. And there are so many more that we’re starting to check out – especially given that we are home-schooling the boys this year.

Many Canadians like you will be abroad over the holidays, with their phone in hand, what kind of advice do you have for them?

I love that Rogers new roaming passes means you know how much you’re spending up front. I’ve had the data roaming situation in the past where you think you’re managing your phone well but come home to an astronomical bill. The roaming options work much better at allowing me to stay in control of how much we consume. I’d also remind travellers to make sure they keep an eye on apps that might be running behind the scenes without their knowledge. The simplest way to be sure is to turn off your apps when they’re not in use. That way you can be certain any data that is being consumed by your phone is being done on purpose.

 Thanks Heather. We wish you a happy holiday and look forward to hearing more from you.

Heather will be continuing to travel the world, while connected with Rogers, until July of 2012. We will keep you updated on her journey.

Kaili is a regular contributor to RedBoard

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Take TV into your own hands with Rogers Live TV beta app

Rogers Live TV appIf you’ve ever wished you could have a TV in every room of your house, you’re in luck. Introducing the Rogers Live TV app, currently in beta, that lets you stream live TV on your iPad. The latest in TV innovations, and a first in Canada, this new app gives you the freedom to watch  shows from anywhere in the home.

At launch, customers will be able to stream 20  channels through their iPad, with more channels coming soon. And there is no additional cost to Rogers Live TV.

We’re anticipating a full launch of Rogers Live TV app in early 2012.  A version for Android tablets will be available soon.

How it works:

Step 1: Check eligibility – The Rogers Live TV app is available via WiFi to Rogers digital television customers in Ontario who subscribe to Rogers Hi-Speed Internet with a MyRogers account.

Step 2: Set up your MyRogers profile – If you’re already registered for a MyRogers profile, move on to Step 3. If not, just go here to create your profile. Next, associate your Rogers digital television and Hi-Speed Internet accounts to your MyRogers ID. (You will need the account number found on your invoice).

Step 3: Download the app –Just download the free app from the iTunes app store, log in using your MyRogers profile and start streaming.

Step 4: Start streaming! – You’ll now have a selection of great content to watch on your iPad. Not all channels you subscribe to will be available on the app, but we’ll be expanding the list of channels in the future. Like any WiFi usage, Internet datawill count towards your monthly internet bandwidth allotment.

For more info on Rogers Live TV go to www.rogers.com/livetv or check out the FAQ.

Which rooms in your house will you start streaming in?

UPDATE (December 20, 2011, 11:46 am): The Rogers Live TV app is now available for Samsung Galaxy 10.1 tablets. Download it for free here.

Sharon is a regular contributor to RedBoard

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Coming to an Xbox near you: Rogers on Demand

I’m a huge Xbox fan, and have been for a very long time; I was at one of the launch parties for the first console way back in 2001! It’s the most important part of my home entertainment experience: from blockbuster releases and independent games to custom portals and behind the scenes videos, the console is the centerpiece of my home video experience. As such, I am really thrilled to be involved in one of our most anticipated new projects.

Here at Rogers, we’re always exploring opportunities to bring you the content you love in new and exciting ways. With that in mind, we are excited to announce that Rogers On Demand will be coming to the Xbox 360 in time for the holidays!

Features and Programming

Our application will be a great way to enjoy Rogers On Demand content from anywhere via your Xbox 360, and will integrate seamlessly with the new Xbox dashboard experience. Features will include:

  • A diverse assortment of TV shows like Mad Men, movies, trailers and curated channels such as the Kids & Family Collection
  • Kinect integration including voice and gesture based commands to browse and load content
  • Predictive search to quickly locate the content you’re looking for

Rogers postpaid wireless, home phone and Internet customers can catch-up on shows from Citytv, CBC and CBC News Network, watch movie trailers and more. Rogers cable TV customers have access to premium channel programming that they subscribe to through their existing cable package.

We are constantly working to add new features and content!  Stay tuned as we add more shows and movies to our ever growing library. Let us know in the comments below if there are features that you would like to see on the Rogers On Demand on Xbox 360 experience.

Availability

The application will be available to all Rogers customers who have an Xbox LIVE Gold membership and a Rogers On Demand Online account. If you are already registered at Rogersondemand.com, you will be good to go! If you haven’t registered yet, be sure to set up a free account for access to a selection of great content on the Xbox 360, select Android devices, iPhone and iPad as well as on your computer.

At Rogers, we’re always working hard to provide new experiences on new platforms. Be sure to let us know what you think in the comments section below. You can also connect with us on Facebook and Twitter.

To see the Rogers on Demand application on Xbox in action, check out this short video:

Are you excited about the Rogers On Demand experience on Xbox 360?

Edward is a regular contributor to RedBoard

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Got a sec? Here’s 3 quick TV and wireless tips from Connected Rogers Magazine

Tips on Rogers Products and servicesYou’re busy. We get it. So our friends at Connected Magazine are always putting together what they call “10 second tips:” quick and easy tips to help you get the most out of your Rogers TV and wireless experience. Here are 3 quick ones:

Create a Rogers on Demand Online Playlist

Want to set up a movie marathon? Why not add 15 minute musical interludes to the mix so you can take bathroom or snack breaks? Just set up a Rogers on Demand Online Playlist so you can play TV shows, video clips, music videos and movies without having to return to the main menu. Here’s how:

  1. Register for Rogers on Demand Online. It’s free at http://rogersondemand.com
  2. Sign in and find the shows, movies or clips you like. Click on the + symbol under the item to add it to your playlist
  3. Click My Playlist when you’re done. To watch your items, just click on one and your playlist will start.
  4. After your video is done, you can continue to select other videos from your playlist which will be located down the right side of your screen

Check your monthly wireless usage

Are you going to go over your monthly data? How many minutes do you have left? Here’s three ways to find out:

  1. Go to rogers.com and log into your My Rogers account (or create an account for free). In the wireless section, click Load Wireless Usage and presto! There’s your usage for the month
  2. Download the free My Account app from your device’s app store. Open it and select Check Wireless Usage. Done.
  3. You can also find out your usage on your phone. Select Internet from the main menu or just text HOME to 4836 and select the My Account link from your home page. Click More under My Account.

Create a Rogers on Demand PIN Code

New release movies or sporting events on Rogers on Demand can incur rental charges. To rent anything, you must enter your own code. You probably already know that the default code is set to 0000 but if you want to change your PIN, here’s how:

  1. Press settings twice on your Rogers remote
  2. Scroll down the list and select Purchase: PIN, Press OK.
  3. Scroll through and select Enable to activate your PIN code. Follow the prompts and when complete, press Exit.

Did you find these tips helpful? You can download and print this How-To here which includes the above 3 tips and more. You can also find more handy how-to’s here.

Miranda is a regular contributor to RedBoard

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Feast your eyes on Connected Rogers Magazine, now available on your iPad

Connected Rogers MagazineIf you’re like us here at Rogers, you’re probably starting to notice the number of publications you’re reading on your smartphone or tablet is growing by the day. If you’re a fan of iPad apps for your favourite magazines, then you’re going to like this. Connected Rogers magazine is making the move from the printed page to the iPad with the Connected Rogers magazine app.

Free to download, the magazine iPad app has a ton of helpful how-tos and articles on the newest Rogers smartphones, tablets and internet products. It also has great entertainment features and celebrity interviews with actors from movies or shows featured on Rogers on Demand each month.

The app is designed perfectly for an iPad and includes additional content like photo galleries and embedded videos. You can also easily share Connected Rogers magazine articles on Facebook and Twitter.

Not familiar with Connected Rogers Magazine?

It’s published six times a year and it’s free to Rogers customers in print, online and now on your iPad. The content is focused on ways to help you stay connected through technology and entertainment.

If you’re interested in receiving the print magazine, just sign up for your free subscription at http://connectedmagazine.ca/subscribe

Miranda is a regular contributor to RedBoard

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Get your family a tablet on us

Gift with purchase from RogersWhether you’re a seasoned technology fan or just learning, you’ve probably noticed tablets growing in popularity. This holiday, why not get your family a tablet on us? Starting today, we’ll be giving away a Samsung Galaxy Tab 10.1 as part of a new gift with purchase offer.

Here’s how you get it

  • Get a Tablet when you activate 2 new lines on a voice and data Family Plan on a 3 year term; OR
  • Get a Tablet for $149.99 when you add 1 new line on a voice and data Family Plan on a 3 year term; OR
  • Get a Tablet when you subscribe to TV + Internet on a 2 year term (minimum Digital Basic TV + Lite Internet).

See www.rogers.com/tabletoffer for full offer details and terms and conditions.

What’s so great about the Samsung Galaxy 10.1?

This WiFi + 4G tablet has an amazing 10.1” display, 16 GB memory, 1 GHz dual-core processor, front and rear cameras and GPS support making it powerful, portable and convenient, and it’s valued at $679.99.

The tablet will be your family’s new entertainment centre as it comes preloaded with access to our best entertainment applications like Rogers On Demand, urMusic, Sportsnet and MacLean’s content.

So say you’re looking to get your teens their first cell phones or maybe you’ve been wanting to hook up your TV and Internet to the Rogers network.  Now’s the time to do it.  You will receive a Samsung Galaxy Tab 10.1 on us (with eligible plans above). Tis the season for giving, after all.

Do you have a tablet?  If so, what do you use it for most?

Annemarie is a regular contributor to RedBoard

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Protect yourself and your PC from fraud

Rogers and fraud preventionYou probably spend quite a bit of time on your personal computer, but how well are you protecting it and your personal information?

There are a number of risks out there like  viruses, “malware” (malicious software), hackers, scammers, and more. These risks increase each year.

Recently, some Rogers customers have been targeted by telephone calls from fraudsters posing as technical support agents from reputable technology companies such as Microsoft, Yahoo! or Norton. During these fraudulent calls, customers are told that Rogers has detected a virus on their PC and are asked to provide the caller with remote access to their PC in order to remove the virus and install preventative anti-virus software.

Rogers support agents only ask for remote access to your computer when you have called in for technical support.  If you receive an offer of unsolicited technical support, be aware that the request may be fraudulent.

Here’s how to recognize fraudulent activity:

  • Unsolicited offers of technical support – Rogers does not share customer information with any third parties such as Microsoft, Yahoo or Norton related to potential virus infections or performance issues on your computer. You should refuse any unsolicited offers of technical support, even if the caller claims to be from a reputable company
  • Being asked for confidential information  – Customers contacted by a Rogers agent will never be asked to provide:
    • Confidential information like login names and passwords
    • Credit card information and/or immediate payment for tech support services

By keeping these tips in mind, you can keep yourself and your PC safe.

If you believe you’ve been targeted by fraudulent activity, please contact the Canadian Anti-Fraud Centre at 1-800-495-8501 or http://www.antifraudcentre-centreantifraude.ca/.

Heather is a regular contributor to RedBoard

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Found: your missing smartphone

Rogers Phone FinderYou know the feeling. That moment of panic when you realize you can’t find your phone. Where did I last have it? What if someone took it? Whether it is at a restaurant, in a cab or at home, I seem to forget my phone on a weekly basis.  And I’m not alone in this either. Our research indicates that 31% of Rogers customers lose or misplace their phone at least once per year. The forgetful can now rest easier with the Rogers Phone Finder, an exclusive new service for Rogers customers that helps you locate your lost or misplaced phone.

This service is compatible with all Rogers mobile phones as long as your phone is powered on, connected to the Rogers network and you have registered for this service.  As part of our Handset Protection Guarantee Program, your first 5 lookups per month are free. For any additional lookups per month you will be charged $0.20/per lookup and the charges will appear on your Rogers bill.

Here’s how to get set up:

Register in advance

All you have to do is go to www.RogersPhoneFinder.com on a PC, tablet or smartphone, review the terms and conditions, and register your mobile number. Once you register, you will receive a text message on your mobile phone.   You must reply “Allow” to complete your registration. Once you have registered, you will be able to use the service.

Start locating

If you have misplaced your phone, sign in to www.RogersPhoneFinder.com and a Google map interface will open up. To the left of the screen you will see your phone number and a button “Locate my phone.” Just select the button and click “OK” to confirm that you wish to find your phone’s location. When your phone is located a pop-up window will be displayed, click “OK”.  Your phone’s approximate address and location will come up on the Google map in your browser.

Have you ever lost your phone? Were you able to find it?

Katie is a regular contributor to RedBoard 

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