Rogers new $20 unlimited mobile browsing plan an error? [Update 5]
[Update 5] AppleInsider’s report today on a new Rogers wireless $20 unlimited on-device browsing package called the $20 Communicate Value Pack got me super excited about finally having a data plan worthy of my iPhone:
Canadian wireless carrier Rogers Communications, often criticized for its exorbitant data rates, has just introduced a $20 per month unlimited data plan that could knock out one more barrier to an official iPhone launch in Canada.
The Toronto, Ontario-based carrier said customers could start adopting the new plan, dubbed the $20 Communicate Value Pack, beginning today. In addition to unlimited on-device mobile browsing, it also offers 2500 standard outgoing text messages, 1000 outgoing picture or video messages, call display and voicemail.
I immediately called Rogers to find out more about the package and sign up if it was true. I was connected with a sales rep who seemed adamant that the unlimited browsing was limited to a 3 month promotion period, afterwhich it was limited to 5MB of data. So I jumped on Rogers website and found the plan listed exactly as AppleInsider had reported here and here. I took the following screenshots, just to prove it, in case the website changes:
I pointed this out to the customer service rep, and she seemed to disagree on what the website actually said, continuing to argue that the unlimited browsing was for the promotion period only, no matter how hard I tried to convince her that the website didn’t mention that at all. So I asked to speak with a supervisor. After a good five minutes on hold, the supervisor finally came on and after she was sure where I was coming from, she put me on hold for another five to ten minutes before coming back, apologized sincerely and explained that it was an error on the Rogers.com website. The plan is only a 5MB data plan, with unlimited browsing for only the first 3 months. Apparently I raised a serious shitstorm over at Rogers HQ, because she said they were working to have the error corrected on the website, and thanked me for bringing it to their attention.
Needless to say, I was quite disappointed, but pleasantly surprised when she then offered to credit my current $10/10MB data plan AND give me unlimited data for the next 6 months. I guess I couldn’t argue with that deal. I would have rather been able to pay $20/month for unlimited data forever, but 6 months of unlimited data for free is a pretty good consolation prize. I guess I was so pleasantly surprised because for once Rogers actually offered to try and make me happy without me having to get mad or threaten to cancel my service. If I’m really lucky, Rogers will actually start offering an unlimited data plan for $20/month by the time my 6 month freebie expires. 
If any of you actually manage to get the $20 plan as was advertised above, or a sweet payout like I got, please post your experience in the comments below or discuss it in the Art Of Geek forums!
Update 1 - 2/6/2008, 2:35 pm: Well, if the plan posting on Rogers website is a mistake, they’re taking their sweet ass time correcting it. I’m starting to doubt the information provided by the rogers reps I spoke to, but I would caution anyone adding this plan to their iPhone to be extra careful that you have them confirm that it will work with an iPhone, and make a note of the person’s name and the date and time of your call to Rogers in case they try to bill you additional charges. The fine print listed on the first page I link to above states the following:
* Plan includes unlimited on-device mobile browsing only. Plan is available on select phones only (PDAs such as Blackberry or Windows Mobile devices, PC cards and non-Rogers certified devices are not eligible). Data usage incurred on ineligible devices, incurred while tethering (using device as wireless modem for laptop) or incurred using non-Rogers (3rd party) applications downloaded to your device will be subject to pay-per-use charges of 5 cents/KB.
That sounds a lot like Rogers might very well be able to get out of honoring the “unlimited on-device browsing” for iPhone customers by claiming that it’s not one of the ’select phones’, or is classified as a PDA, or is ‘a non-Rogers certified’ device. I have to say though, if they do want to play hardball, they’re going to have a bit of a legal issue if their customer service reps aren’t explaining this to customers and the fine print is missing from the 2nd link I posted detailing what’s included in the plan.
Update 2 - 2/11/2008, 4:05 pm: The news has finally been picked up by the mainstream media. CBC.ca posted this article earlier today: Rogers ‘unlimited’ cellphone plans draw fire.
Update 3 - 2/11/2008, 4:25 pm: Ars Technica is covering the story as well: Rogers Unlimited data plan not so unlimited after all. Do you think if they get enough bad publicity over this that they might do something about it? Yeah, I know, wishful thinking. This is Rogers we’re talking about…
Update 4 - 2/12/2008, 6:20 pm: The Register, a little late to the party, has also picked up this story: Rogers wraps ‘unlimited’ mobile browsing in small print
Update 5 - 3/7/2008, 1:30 pm: Well, I just got screwed. Just got my Rogers bill, and they have switched me to the $20 Communicate Value Pack, even though I had explicitly told them I didn’t want my plan to change. Now I’m being told they can’t put things back the way they were because the $10 Mobile Internet Plan no longer exists. They still can’t give me a straight answer about the iPhone and the $20 Communicate Value Pack or $7 Unlimited on-device mobile browsing. So in 6 months when my unlimited data runs out, I’m probably going to have to either take a cut in data usage, or start paying more than I used to, maybe even for less data than I was getting before. The Data representative told me they only have $30/8MB or $60/30MB plans available now. This is progress?!?
27 comments February 5th, 2008