FAQs
 
  1. Why did I get the message, “You have reached 75% or 100% of your monthly usage allowance”?
  2. Why am I not being charged for additional usage on my bill, when the usage tool on rogers.com is telling me I exceeded my allowance?
  3. Why wasn’t I notified that I went over my monthly usage allowance? I never received an email or an onscreen usage notification.
  4. Why do additional usage charges differ between tiers?
  5. I don’t think it’s fair that I can be charged for usage when I get spam and pop-up windows.
  6. Why am I suddenly being charged? I wasn’t before.
  7. Does this mean I should use the Internet less to avoid paying more?
  8. What are the monthly usage allowances for my Rogers Hi-Speed Internet service?
  9. Will I be charged if I go beyond my monthly usage allowance?
  10. I would like to know my Internet usage at all times. How can I do this?
  11. What is my “usage period”?
  12. Can I review usage from previous months?
  13. How can I calculate my additional usage and charges?
  14. When will I be billed for additional usage?
  15. Do Rogers Yahoo! ADSL Hi-Speed Internet and Rogers Portable Internet also have monthly usage allowances?
  16. Can I carry over my usage from this month to the next?
  17. Do additional usage charges apply to Ultra-Lite, Lite, Express and Extreme customers?
  18. Can I purchase more usage to increase my monthly usage allowance?
  19. How will additional usage charges appear on my bill?
  20. What is usage?
  21.  

Why did I get the message, “You have reached 75% or 100% of your monthly usage allowance”?

Your Rogers Hi-Speed Internet service includes a certain amount of usage every month. When you approach 75% of this amount, you’ll receive a message warning you that you’re nearing your limit. Reach 100%, and you’ll receive another one. We do this to keep you informed. We also provide a tool on rogers.com that allows you to track your usage, so you won’t have to rely on these notifications. It’s important to keep track – once you go beyond your monthly usage allowance, you’ll be charged for any additional usage. 

 

Why am I not being charged for additional usage on my bill, when the usage tool on rogers.com is telling me I exceeded my allowance?

Your bill includes any usage charges from your previous month of service. But the usage tool on rogers.com shows usage charges from your current billing cycle. The charges you see on the usage tool today will appear on your next Rogers invoice. The tool gives you a more “real time” view of your usage. You’ll therefore have a better understanding of your online activity, so you’ll always know whether your service tier is meeting your needs. The usage tool also lets you see your usage for the past six months.

 

Why wasn’t I notified that I went over my monthly usage allowance? I never received an email or an onscreen usage notification.

There could be many reasons: Does anyone else in your home use the Internet? Perhaps they received the onscreen usage notification and dismissed it. Do you have another email address – one that isn’t listed on your account? Have you checked your @rogers.com email address? If you don’t have one, go to www.rogers.com/begin to register today.

 

Why do additional usage charges differ between tiers?

Different service tiers serve different customer needs. Allowances and additional usage charges have been set to fit those needs and to reflect how customers who subscribe to each tier use the Internet.

 

I don’t think it’s fair that I can be charged for usage when I get spam and pop-up windows.

Although they’re inconvenient, spam and pop-ups accumulate very little usage. It would take several hundred thousand emails, for example, for you to reach your usage allowance. But we understand your concern. That’s why Rogers Yahoo! Mail offers free spam protection. To access Rogers Yahoo! Mail (your @rogers.com email address), go to www.rogers.com/begin and register today.

Back to Top ^

Why am I suddenly being charged? I wasn’t before.

We’re committed to meeting our customers’ needs. And because people are doing more and more online, the cost of meeting those needs for faster, more reliable service is increasing. As a result, our service tiers are now based on speed and usage. We understand that our customers use the Internet in different ways, so those who need more usage can switch service tiers or pay for additional usage on a monthly basis. This way, each tier accurately reflects how you use the Internet. This also allows us to maintain competitive monthly rates for all of our customers.

 

Does this mean I should use the Internet less to avoid paying more?

We understand that customers are using the Internet more and more every day. We’ve therefore set our usage allowances at very generous levels. In fact, more than 90% of our customers will be well below their usage allowance each month. We want all of our customers to get the most out of their Internet service. That’s why we’ve created a usage notification tool (available at rogers.com) – to let you know when you’re reaching your usage allowance. Our goal is for you to feel free to use the Internet as you always have – without any surprises on your bill.

 

What are the monthly usage allowances for my Rogers Hi-Speed Internet service?

Each Rogers Hi-Speed Internet service offers a generous monthly usage allowance.

 

Click here to view our Internet services and associated usage allowance.


Note for Lite customers: If you signed up for Lite before July 21st, 2010, your usage allowance remains at 25GB. Additionally, if you are a Lite customer living in the Atlantic, your usage allowance remains at 25GB. Note for Extreme customers: If you signed up for Extreme before July 21st, 2010, your usage allowance remains at 95GB. Additionally, if you are an Extreme customer living in the Atlantic, your usage allowance remains at 95GB.

 

Will I be charged if I go beyond my monthly usage allowance?

Yes. If you exceed your monthly usage allowance, you will be charged as follows:

Ultra Lite – $5.00/GB to a maximum of $100.00
Lite – $4.00/GB to a maximum of $100.00 *
Express – $2.00/GB to a maximum of $100.00
Extreme – $2.00/GB to a maximum of $100.00
Extreme Plus – $2.00/GB to a maximum of $100.00
Ultimate – $1.00/GB to a maximum of $100.00

*Note for Lite customers: If you signed up for Lite before July 21st, 2010, your additional usage charges remains at $2.50/GB. Additionally, if you are a Lite customer living in the Atlantic, your additional usage charges remains at $2.50/GB

Back to Top ^

I would like to know my Internet usage at all times. How can I do this?

To give you the maximum level of monitoring, we update the usage tool on a daily basis. You can view your usage at any time. We'll also send you an online message when you reach 75% and 100% of your usage allowance. We recommend monitoring your usage with the tool on rogers.com. If you use less than one megabyte in a day, no usage will be recorded.

 

What is my “usage period”?

Your usage period is the same as your billing period. For example, if your bill date is the 18th, your usage period would run from April 18th to May 17th. Therefore, if you were an Express customer with a monthly usage allowance of 60 GB, your usage would be reset to zero on May 18th, and you?d have another 60 GB of usage for the next usage period of May 18th to June 17th. To see your usage period, please sign in at www.rogers.com and select "Usage Details" on the main Customer Service page, in the Internet dashboard.

 

Can I review usage from previous months?

Yes. You can see a daily overview of your usage for the current and previous month, as well as a monthly overview of your usage for the last six months.

 

Back to Top ^

How can I calculate my additional usage and charges?

The usage tool tracks your usage in megabytes. To convert your usage into gigabytes and calculate your additional charges, follow these steps:

1. Over usage = (“Total Usage” MINUS “Service Includes”) DIVIDED BY 1,024
2. Round to the nearest gigabyte
3. Over-usage charge = Over usage in GB (from Step #1) MULTIPLIED BY $1.25

For example:
Total Usage: 128,522 MB
Service Includes: 90,000 MB

Therefore:
1. Over usage in GB = (128,522 – 90,000) / 1,024 = 37.62 GB
2. Round to the nearest gigabyte = 38 GB
3. Over-usage charge = 38 X $1.25 = $47.50

 

When will I be billed for additional usage?

Depending on your bill date, you’ll be billed for additional usage either one or two months after you use it.

If your Rogers services appear on more than one invoice, you’ll be billed for additional usage one month after you use it. If your Rogers services appear on one invoice, you’ll be billed for additional usage two months after you use it. If you receive bimonthly, quarterly, semi-annual or annual billing, you’ll be billed for additional usage one month after you use it.

 

Do Rogers Portable Internet also have monthly usage allowances?

Rogers Portable Internet has monthly usage allowances. But Rogers does not currently charge ADSL or Portable customers who exceed them.

 

Can I carry over my usage from this month to the next?

No. Unused usage cannot be carried over. Your usage allowance applies to each billing period and is reset at the start of each billing cycle.

 

Do additional usage charges apply to Ultra-Lite, Lite, Express and Extreme customers?

Yes. Additional usage charges apply to all Rogers Hi-Speed Customers.

 

Can I purchase more usage to increase my monthly usage allowance?

We offer five tiers of service, and each comes with a different usage allowance. The best way to increase your monthly usage allowance is to select the level of service that best meets your needs. You can also choose to pay for additional usage each month on a per-gigabyte basis.

 

How will additional usage charges appear on my bill?

Additional usage will appear as a “Usage Charge” under the Internet Services section of your bill.

 

What is usage?

Usage is the amount of content transferred to and from your modem while you’re online.  It is generally measured in megabytes (MB) or gigabytes (GB). Different online activities consume different amounts of usage.

Back to Top ^