Disconnected.Rogers Live Chat 12:57 PM  Connecting...12:57 PM  Connected. One of our Rogers specialists will be with you shortly. Please standby, you will receive an alert when we're available to help.12:59 PM  Support session established with Darcy.

12:59 PM Darcy:Thank you for choosing Rogers, home of Rogers First Rewards. You’ve reached Darcy in our Customer Care Live Support team, how can I help you today?

12:59 PM bo zhang:Hi, I want to upgrade my internet service

12:59 PM bo zhang:my account: 239185491804

1:00 PM bo zhang:please check and suggest a higer level for my internet.

1:00 PM bo zhang:I should have a discount for 30%

1:00 PM Darcy:I can certainly take a look into this for you. In order to access your account, I will require some information from you. Please click on the following secure link to enter your personal information. You will notice I requested a four digit PIN. If you do not have one associated to your account, please leave this field blank.

1:00 PM bo zhang:for internet service.

1:01 PM Darcy:https://safesend.rogers.com/?ut=c985310c785a3198aa5046e716bf6a494b5bc2716292a21cc628424b190542f2&vq=y

1:02 PM bo zhang:I don't know what account Pin is.

1:02 PM Darcy:Thanks for that, I will now be about 2-3 minutes to access the account.

1:02 PM bo zhang:thank you.

1:04 PM Darcy:I have this open now and will just need to review the account.

1:04 PM bo zhang:sure1:05 PM  Connecting...1:05 PM  Connected. One of our Rogers specialists will be with you shortly. Please standby, you will receive an alert when we're available to help.1:05 PM  Support session established with Darcy.

1:11 PM Darcy:Okay, have you been on our website to view the newly released internet packages? I believe the most similar package that would offer you higher speeds with a lower cost would be the Hybrid Fibre 60 package.

1:12 PM bo zhang:could you please give the detail?

1:13 PM bo zhang:I currently have TV and internet combined, TV have origial price, internet have price with 30% discount.

1:14 PM bo zhang:can I get upgrade to a higher level based on my previous term.

1:14 PM bo zhang:current term.

1:15 PM Darcy:It offers up to 60 Mbps download speeds, up to 10 Mbps upload speeds with 120 GB of usage for $69.99/month. I will look into this for you to see if an upgrade would effect your discount.

1:16 PM bo zhang:thank you. but my current internet bandwidth is 140 GB, your suggestion for 120 GB is less.

1:17 PM Darcy:You would be able to get the same package with an additional 200 GB for an extra $15. So the package with 320 GB of usage would be $84.99.

1:19 PM bo zhang:320 GB is too much for me, could you please figure out one in the middle?

1:19 PM Darcy:It looks like I would be able to make the change for you. You would be required to go to a Rogers store to swap out your modem for a newer model.

1:20 PM Darcy:Unfortunately there is no amount in the middle available, the amounts in various packages are 70 GB, 120 GB, 320 GB, or 350 GB.

1:21 PM bo zhang:I have heard there is 270 GB option.

1:23 PM Darcy:Yes, there is actually a 270 GB option, the reason I did not think to mention it though is because it is part of a lower package. You would be able to get Hybrid Fibre 30 with 270 GB of usage for $76.99. The speeds on this are up to 30 Mbps download, and up to 5 Mbps upload.

1:24 PM bo zhang:that is ok for me, could you please check if I can get this upgrade on current term.

1:28 PM Darcy:Yes it does appear that I can change this for you, you will still be required to go to a Rogers store to change your equipment.

1:29 PM bo zhang:please help to count how much I have to pay extra for this upgrade?

1:34 PM Darcy:You will be paying $29.49 for the package now, instead of $42.65 and you won't be charged for the equipment rental anymore.

1:36 PM bo zhang:you mean I can get 270 GB for 29.49 per month?

1:36 PM Darcy:That is with your discount, yes.

1:39 PM bo zhang:got you, thanks, could you please help to upgrade my internet to 270 GB, effectively from this month.

1:39 PM Darcy:It will take effect whenever you pick up the equipment, when are you able to make the change?

1:40 PM bo zhang:I can do it right now, can you please upgrade my service first, then I will take my model for change in your store immediately. are your store open today?

1:41 PM Darcy:Yes, but I have to see when you are able to make the change before applying the updates. Yes they are.

1:42 PM bo zhang:so what is my steps? go to store, exchange the model, then ask you to do upgrade from the store ?

1:45 PM Darcy:No, it is done now. You will have up to 5 days to exchange the equipment and the change will take place when you hook up the new modem.1:46 PM  Connecting...1:46 PM  Connected. One of our Rogers specialists will be with you shortly. Please standby, you will receive an alert when we're available to help.1:46 PM  Support session established with Darcy.

1:46 PM bo zhang:that is greate, appreciate very much. this service will make effective this month?

1:47 PM Darcy:It will take place when you hook up the new modem.

1:48 PM Darcy:Is there anything else I'd be able to assist you with today?

1:49 PM bo zhang:yes, please help to check why 'Account Balance: $130.57' in my account on the web?

1:55 PM Darcy:I am unable to look into it the actual bill, it is not generated in our system yet so I can't see the actual charges. Although we would be able to discuss this further when the actual bill is out.

1:55 PM Darcy:But I do see the charge that you mention, I am just unable to see an explanation of the charges yet.

1:58 PM bo zhang:my normal payment is 72.47 per month. so I suppose I will pay 74.32 this month since updading effective this month?

1:59 PM bo zhang:74.32 is total price for TV cable and internet access.

1:59 PM Darcy:Yes you will pay that now, and then you will see all of the updated charges on the next bill.

2:01 PM bo zhang:so if I get more charge for this month, which showed 'Balance: $130.57' on my account, how can I deal with that then?

2:03 PM Darcy:Well you can chat back and we will be able to see what the actual charges are for, it may just be that it is charges for 2 months.

2:03 PM Darcy:But it will explain it all when the bill comes out.

2:05 PM Darcy:Is there anything else I'd be able to assist you with today?

2:06 PM bo zhang:but I worry my bill will get increasing this month, eventhough I am still under 140 GB currently. final confirmation: so I can consume totally 270 GB this month by contract ?

2:08 PM Darcy:No it will not, it will adjust all the charges. It is much easier to follow when you see how they are laid out on the bill. You will have the 270 GB of usage when you go to the store and get the new equipment.

2:09 PM bo zhang:Appreciate very much, Darcy, it is very nice to talk with you.

2:09 PM Darcy:Thank you for your loyalty, your business is appreciated. Take care and I hope you have a great day. For your reference, your Session ID is: 2899314612:09 PM  Darcy has ended the session.

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could you please send