Bad News: Rogers Extends HUP From 12 to 24 Months!

Are you on a contract with Rogers? If you are, after 12 months you are eligible for a Hardware Upgrade Plan (HUP), which means you can upgrade to a new phone. The amount of your discount towards a new handset is based on the annual amount of your cellphone bill (I was unable to use my HUP for the iPhone 3G last July because I was only 10 months into my contract!).

Yesterday, the Boy Genius Report reported that Rogers is quietly extending their HUP for smartphones from 12 months to 24 months for smartphones. I wasn’t sure if this was just a rumor so I contacted one of my sources within Rogers. My contact confirmed that he has seen these exact documents with his very own eyes! Here are details of the document:

**IMPORTANT UPDATE** Change to Hardware Upgrade Eligibility

The Hardware Upgrade Program (HUP) allows eligible customers to upgrade to leading edge data devices. Beginning March 17, the minimum eligibility tenure rule is changing from 12 months to 24 months for customers who wish to upgrade their smartphone and are currently on a data plan or Voice & Data Package.

This follows the March 13 price increase for BlackBerry® devices and reinforces the importance of explaining to customers that HUP eligibility and quoted hardware/plan pricing are subject to change and cannot be guaranteed beyond the time of quotation.

Update to HUP eligibility:

The updated HUP eligibility rule of 24 months minimum tenure since customer’s last upgrade or activation date will be system enforced and no exceptions will be allowed.

12 months eligibility tenure rule remains unchanged for voice-only customers upgrading to a data device.

12 months eligibility tenure rule remains unchanged for customers upgrading from a non-smartphone to a smartphone or data device.

All other standard HUP eligibility rules still apply.

Reasons for the update to the HUP program:

Rogers Wireless heavily invests in providing the latest data devices at affordable prices to our data customers. This update to the Hardware Upgrade Program is designed to achieve cost efficiency in order to continue offering our customers an outstanding selection of the most advanced data devices for the best value.

Along with the growth in popularity of data devices there has also been an improved level of quality and technology that has gone into the line-up over the past years allowing a longer hardware lifespan.

Customer impacts:

Please always check the customer’s account in Vision21 for HUP eligibility to ensure the customer is provided with correct eligibility information.

Customers may have been eligible and now eligibility has been pushed out as a result of the update.

Customers may have been aware of their eligibility prior to the update, but did not take advantage of the program at the time and are currently not eligible as a result of the update.

Positioning:

Rogers Wireless sells devices at a significantly lower price than that which we pay the manufacturer. This update to our Hardware Upgrade Program is necessary in order to allow us to continue offering the best devices at the best value in a fair timeframe for our customers.
The Hardware Upgrade Program eligibility and hardware prices are subject to change without notice.

Please note that the information in this bulletin applies to the standard HUP program, and does not take into consideration any existing promotions that may require different eligibility. Always remember to consult the Sales Central bulletins to read the latest in HUP offers.

Thank you for your continued support.

Here is a picture of the document:

rogers-hup

What Does This Mean For You on Rogers/Fido?

What it means is that if you’re on contract (I’m on a 3 year contract, *sniff*), you will have to wait two years until you will be eligible for the HUP. So let’s say, for example that Apple releases a NEW iPhone this summer and Rogers decides to carry it. We will not be able to upgrade to the new iPhone if Rogers has its way with us.

This is NOT good news for any of us, existing or new customers. I just had my contact check my HUP eligibility date, and it shows I’m eligible as of July 12, 2009. So maybe this new 24 month HUP policy only applies to new customers that have signed on after March 17th. Maybe you guys could check your HUP dates and report back? What worries me is this line:

Customers may have been eligible and now eligibility has been pushed out as a result of the update.

How can we stop this? Well, for starters you can tell everyone you know about this change, or just avoid Rogers altogether. I think we just need to get some more media attention about this issue and try to let everybody get informed. Will you be affected by this new change in HUP policy?

[BGR]

Founder and Editor-in-Chief of iPhoneinCanada.ca. Follow me on Twitter, and @iPhoneinCanada, and on Google+.

  • This should not be surprising, coming from Rogers, but it will still be a major piss off, for a lot of folks. I opted to NOT upgrade to the 3G last summer, when I was eligible for a hardware upgrade, so this summer I should be okay, whether it’s 12 months or 24 months. Speaking of a “new” iPhone this summer, do you think there is any chance Rogers WON’T carry it?

  • This should not be surprising, coming from Rogers, but it will still be a major piss off, for a lot of folks. I opted to NOT upgrade to the 3G last summer, when I was eligible for a hardware upgrade, so this summer I should be okay, whether it’s 12 months or 24 months. Speaking of a “new” iPhone this summer, do you think there is any chance Rogers WON’T carry it?

  • I have always thought about what Rogers would do if a NEW iPhone came out. We know that Rogers is never the first company to get new cellphones, but that might change because they already have an existing agreement with Apple.

    I could see Rogers trying to delay a “new” iPhone until they sell off all of their existing 3G stock, while in the meantime claiming “negotiations with Apple” to kill time.

  • I have always thought about what Rogers would do if a NEW iPhone came out. We know that Rogers is never the first company to get new cellphones, but that might change because they already have an existing agreement with Apple.

    I could see Rogers trying to delay a “new” iPhone until they sell off all of their existing 3G stock, while in the meantime claiming “negotiations with Apple” to kill time.

  • snez

    Do Rogers employees beleive the BS they give them? Anyways… one more reason never to get a contract with Rogers. I was starting to think about getting a new iPhone. I guess Rogers helped my decission. Thanks Rogers for reminding me why I never got a contract with you.

  • snez

    Do Rogers employees beleive the BS they give them? Anyways… one more reason never to get a contract with Rogers. I was starting to think about getting a new iPhone. I guess Rogers helped my decission. Thanks Rogers for reminding me why I never got a contract with you.

  • That’s lousy…but, not unexpected.

  • That’s lousy…but, not unexpected.

  • Guest

    Ouch, sh*tty deal for u customers on contracts. Im enjoying no contracts and unlocked iPhone(s) 🙂

  • Dusty

    Ouch, sh*tty deal for u customers on contracts. Im enjoying no contracts and unlocked iPhone(s) 🙂

  • Bruce

    AFAIK, Fido already had a minimum 24 month tenure for upgrades. (Maybe that’s going up to 36 months now.)

    No exceptions for voice-only customers wanting to upgrade to a voice+data phone either.

    Though the reps did have some leeway to manually upgrade you early if you asked really nicely.

  • Bruce

    AFAIK, Fido already had a minimum 24 month tenure for upgrades. (Maybe that’s going up to 36 months now.)

    No exceptions for voice-only customers wanting to upgrade to a voice+data phone either.

    Though the reps did have some leeway to manually upgrade you early if you asked really nicely.

  • shirley

    Bell implemented the same thing (from 12-18 months).
    Eligibility got pushed back for those who were eligible! how dumb!

  • shirley

    Bell implemented the same thing (from 12-18 months).
    Eligibility got pushed back for those who were eligible! how dumb!

  • Momin

    This won’t effect iPhone customers looking to upgrade to the new iPhone this summer, Apple wouldn’t allow it. There must be atleast a 3 year deal inbetween Apple and Rogers otherwise they wouldn’t even waste their time with canada lol. I’m sure when the new iPhone comes out all existing iPhone customers will have the option of upgrading at close to new customer prices, just like with AT&T.

  • Momin

    This won’t effect iPhone customers looking to upgrade to the new iPhone this summer, Apple wouldn’t allow it. There must be atleast a 3 year deal inbetween Apple and Rogers otherwise they wouldn’t even waste their time with canada lol. I’m sure when the new iPhone comes out all existing iPhone customers will have the option of upgrading at close to new customer prices, just like with AT&T.

  • keith

    I just checked my HUP and it say’s 8/26/2009. I got my iphone in august so nothing has changed for me , so it might be people who sign up after the march 17th date.

  • keith

    I just checked my HUP and it say’s 8/26/2009. I got my iphone in august so nothing has changed for me , so it might be people who sign up after the march 17th date.

  • Kai

    I think this is a big hint that apple is releasing a new iphone. Or that they’re carrying the pre

  • Kai

    I think this is a big hint that apple is releasing a new iphone. Or that they’re carrying the pre

  • Teebs

    That’s some nice rule changing there new CEO! Just because your new doesn’t mean you have to play with the rules.

  • Teebs

    That’s some nice rule changing there new CEO! Just because your new doesn’t mean you have to play with the rules.

  • Mike A

    I need to know if this does affect existing customers. I think it will because of this point:

    “Customers may have been eligible and now eligibility has been pushed out as a result of the update.”

    My iPhone has a severly cracked front screen but is still fully functional. Rather than shell out the $150 to ship it off for a 3rd party repair, I was just going to wait till the summer and do an upgrade. This throws a huge brick wall in front of those plans. Thanks Rogers! To be fair, it’s been a little while since Rogers last did anything to totally screw over it’s customers, so we were due.

    Nice to know they can change the terms of contracts whenever they see fit. Note the fine print, “Rogers reserves the right to do whatever they damn well see fit for however long they damn well see fit to do it.” Rogers 3 yr contract or deal with the devil… hmmm, hell starts looking better and better all the time…

  • Mike A

    I need to know if this does affect existing customers. I think it will because of this point:

    “Customers may have been eligible and now eligibility has been pushed out as a result of the update.”

    My iPhone has a severly cracked front screen but is still fully functional. Rather than shell out the $150 to ship it off for a 3rd party repair, I was just going to wait till the summer and do an upgrade. This throws a huge brick wall in front of those plans. Thanks Rogers! To be fair, it’s been a little while since Rogers last did anything to totally screw over it’s customers, so we were due.

    Nice to know they can change the terms of contracts whenever they see fit. Note the fine print, “Rogers reserves the right to do whatever they damn well see fit for however long they damn well see fit to do it.” Rogers 3 yr contract or deal with the devil… hmmm, hell starts looking better and better all the time…

  • Teen Wolf

    now if a new phone does come out this summer and all 3G clients are allowed to up grade will we lose the 6GB data plan?

  • Teen Wolf

    now if a new phone does come out this summer and all 3G clients are allowed to up grade will we lose the 6GB data plan?

  • LOL! We will soond find out if this affects people IF a new iPhone does indeed come out. Trust me, if Rogers tries to stop people they can expect another PR disaster.

  • LOL! We will soond find out if this affects people IF a new iPhone does indeed come out. Trust me, if Rogers tries to stop people they can expect another PR disaster.

  • Teen Wolf

    So I found out a few things from a friend of mine who is a team leader @ a rogers wireless store. New HUP policy effects ALL rogers clients. And if for some freak of nature rogers allows all the 3G clients to upgrade(if there is one). The 6GB plans will be extended. The plans are grandfathered, not scapped and replace with new ones. And an interesting rumor he has heard,(which neither of us take any real stock in)is a 4GB iPhone nano.

  • Teen Wolf

    So I found out a few things from a friend of mine who is a team leader @ a rogers wireless store. New HUP policy effects ALL rogers clients. And if for some freak of nature rogers allows all the 3G clients to upgrade(if there is one). The 6GB plans will be extended. The plans are grandfathered, not scapped and replace with new ones. And an interesting rumor he has heard,(which neither of us take any real stock in)is a 4GB iPhone nano.

  • Bert Friction

    I hate Rogers. lol 🙁

  • Bert Friction

    I hate Rogers. lol 🙁

  • Interesting, thanks for the news.

  • LOL…you may hate Rogers, but they LOVE you! 😉

  • Interesting, thanks for the news.

  • LOL…you may hate Rogers, but they LOVE you! 😉

  • X1Zero

    Yes it will.
    If you got a “Smartphone” including the iPhone OR have a data plan on your account with the purchase of a “Smartphone” before March 16, 2008, your new upgrade date is 2 years since the purchase of that Smartphone.

  • X1Zero

    Yes it will.
    If you got a “Smartphone” including the iPhone OR have a data plan on your account with the purchase of a “Smartphone” before March 16, 2008, your new upgrade date is 2 years since the purchase of that Smartphone.

  • Richard

    “12 months eligibility tenure rule remains unchanged for voice-only customers upgrading to a data device.”

    If I have voice only and no data, but I am using an iPhone bought from Rogers does this affect me?

  • Richard

    “12 months eligibility tenure rule remains unchanged for voice-only customers upgrading to a data device.”

    If I have voice only and no data, but I am using an iPhone bought from Rogers does this affect me?

  • Sly

    Rogers die die die !!! Oh too late, good. I used to love FIDO till an alien racist entity took it over. Rogers are well known to be thieves. If Videotron get a 3g network and they wil, I will be dumping rogers asap. Helll I’ll probably crack the phone. God I can’t stand Rogers

  • Sly

    Rogers die die die !!! Oh too late, good. I used to love FIDO till an alien racist entity took it over. Rogers are well known to be thieves. If Videotron get a 3g network and they wil, I will be dumping rogers asap. Helll I’ll probably crack the phone. God I can’t stand Rogers

  • Thomas

    This does apply to the iPhone as well.. I just checked my hardware upgrade eligibility and the new upgrade tier is called D2VOICE and it will only let me upgrade to a voice only phone… no data devices – including iphone are in the list!

  • Thomas

    This does apply to the iPhone as well.. I just checked my hardware upgrade eligibility and the new upgrade tier is called D2VOICE and it will only let me upgrade to a voice only phone… no data devices – including iphone are in the list!

  • Len

    Wait, I don’t get it.
    Is it that they won’t give you a discount on a new smartphone, or that they won’t let you BUY a new smartphone (for your existing plan)?

    What if I wanted to dish out some cash on a new iPhone this summer? “NO! We don’t want your money, just to piss you off”…

  • Len

    Wait, I don’t get it.
    Is it that they won’t give you a discount on a new smartphone, or that they won’t let you BUY a new smartphone (for your existing plan)?

    What if I wanted to dish out some cash on a new iPhone this summer? “NO! We don’t want your money, just to piss you off”…

  • Guest

    Well said! lol

  • Dusty

    Well said! lol

  • ElDucker

    The system has not changed my HUP date (as of today, march 21st).

  • ElDucker

    The system has not changed my HUP date (as of today, march 21st).

  • Momin

    alright you can think that but you’ll see when the new iPhone comes around, all current customers will be allowed to upgrade.

  • Momin

    alright you can think that but you’ll see when the new iPhone comes around, all current customers will be allowed to upgrade.

  • Losing Iphone

    This is not good. I lost my iphone recently and am waiting for a HUP. Argh

  • Losing Iphone

    This is not good. I lost my iphone recently and am waiting for a HUP. Argh

  • Phoenix

    I’m really hoping Apple doesn’t allow Rogers to do this! I mean, they allowed early HUPs last year to people who had only had 3 mths into a contract? They better let me get the next iPhone!
    I’m sure I read somewhere that Apple wants everyone to be able to Upgrade yearly to the next iphone…

  • Phoenix

    I’m really hoping Apple doesn’t allow Rogers to do this! I mean, they allowed early HUPs last year to people who had only had 3 mths into a contract? They better let me get the next iPhone!
    I’m sure I read somewhere that Apple wants everyone to be able to Upgrade yearly to the next iphone…

  • kIAN ARSHAM

    IÂ’m so frustrated, Rogers reaping people off. Why is it nobody do anything about it. We have to stop Rogers for over charging us. We all have to do something. Even if we are fine and donÂ’t have problem right know it will be our tern too someday.
    We have to organize some how some demonstration. As we did some how back then and force Rogers to make this 30$ deal. We have to do it again.

  • kIAN ARSHAM

    I’m so frustrated, Rogers reaping people off. Why is it nobody do anything about it. We have to stop Rogers for over charging us. We all have to do something. Even if we are fine and don’t have problem right know it will be our tern too someday.
    We have to organize some how some demonstration. As we did some how back then and force Rogers to make this 30$ deal. We have to do it again.

  • Momin

    that’s absolutely true, apple does want everyone to be able to upgrade early. like in the US with AT&T they allowed all iPhone customers to upgrade to the iPhone 3G regardless of when they purchased the original one. It will be the same with Rogers.

  • Momin

    that’s absolutely true, apple does want everyone to be able to upgrade early. like in the US with AT&T they allowed all iPhone customers to upgrade to the iPhone 3G regardless of when they purchased the original one. It will be the same with Rogers.

  • great information I will keep it in mind

  • great information I will keep it in mind

  • Ron Manke

    If you haven’t already, you can take your phone into an Apple Store, and they will exchange your iPhone (one time only).

    🙂

  • Ron Manke

    If you haven’t already, you can take your phone into an Apple Store, and they will exchange your iPhone (one time only).

    🙂

  • peter

    you guys are taking things for granted. you do realize a upgrade it is courtesy program wireless companies have for customers. not every company has an upgrade every 12 months. most companies have it every 24 months like bell and telus. wireless companies are network companies. they don’t make phones, they buy phone at retail price from the manufautuer and offer the customer at sudsidized cost by going on a term. i wll give an example, pretend customer goes on a 3yr term from 2008 to 2011. they decide upgrade in 2009 on a 3yr tern, so contract will go from 2009 to 2012. so instead your contract ending in 2011, it ends in 2012. so you add 1 more year to the contract and you get upgrade for phone that worth at retail price for $500 to $700 and you pay only $100 or $200. you accomplish this by only extending your term by 1 year. so it doesn’t make sense for the wireless companies. you guys need to have some business and stop whining. upgrade is courtesy program

  • peter

    you guys are taking things for granted. you do realize a upgrade it is courtesy program wireless companies have for customers. not every company has an upgrade every 12 months. most companies have it every 24 months like bell and telus. wireless companies are network companies. they don’t make phones, they buy phone at retail price from the manufautuer and offer the customer at sudsidized cost by going on a term. i wll give an example, pretend customer goes on a 3yr term from 2008 to 2011. they decide upgrade in 2009 on a 3yr tern, so contract will go from 2009 to 2012. so instead your contract ending in 2011, it ends in 2012. so you add 1 more year to the contract and you get upgrade for phone that worth at retail price for $500 to $700 and you pay only $100 or $200. you accomplish this by only extending your term by 1 year. so it doesn’t make sense for the wireless companies. you guys need to have some business and stop whining. upgrade is courtesy program

  • Pingback: Rogers/Fido iPhone 3GS Upgrade Policy Guide()

  • It is very disappointing that this has happened. I was given a direct quote today that Rogers made this policy change quietly at the beginning of May and will not be willing to change it. I am working on an article about this as we speak. I welcome any other feedback or opinions.

  • It is very disappointing that this has happened. I was given a direct quote today that Rogers made this policy change quietly at the beginning of May and will not be willing to change it. I am working on an article about this as we speak. I welcome any other feedback or opinions.

  • alan7

    Peter : “they buy phone at retail price from the manufautuer”

    You cannot honestly believe that. They are buying the phones bulk. If they sell it to the consumer for $200 (even through HUP) you can be damn sure they got the phone for less. HUP is not a courtesy program, it's another way to suck you into renewing your contract and for them to make more money. There is no way any cell provider would sell you a phone for cheaper than what they paid.

  • Nick

    I have only just seen your post that you are, or were, doing an article on this – If that is still the case, I would like to contact you as I have some detailed experience to share on this subject.

  • Pingback: The Absolutely Everything You Need To Know To Buy Or Upgrade To The Rogers/Fido iPhone 3G or iPhone 3GS Post | iPhone in Canada Blog - Tips, Tricks, News, and Tutorials for Canadian iPhone Users()

  • berryhappy

    Because of this change, is this enough reason to cancel you contract with out having to pay the cancellation fee?

  • CO

    i dont have a smartphone. i have a regular phone. i wanted to upgrade to a blackberry and they wont let me. and its been over 12 months since i bought my phone. that document says clearly if im not a smart phone user i can upgrade to a smartphone with the saem 12 month upgrade rule, does it not.
    this is from 2009 this document, does anyone know if it applies for 2010 too?

  • CO

    i dont have a smartphone. i have a regular phone. i wanted to upgrade to a blackberry and they wont let me. and its been over 12 months since i bought my phone. that document says clearly if im not a smart phone user i can upgrade to a smartphone with the saem 12 month upgrade rule, does it not.
    this is from 2009 this document, does anyone know if it applies for 2010 too?