The opinions expressed in this editorial are those of the author and do not necessarily reflect those of Decima Reports. Question: how many Rogers subscribers does it take to administer a million email addresses? Answer: one. Somehow, we don’t think that’s quite what John Manley had in mind when he foresaw the most connected nation on Earth. News last weekend of a gaping security hole at Rogers Cable’s high-speed Internet service should be a red flag for a company with serious customer service issues. It took my family just a few days to get into a Bell World store and order Sympatico high-speed service and ExpressVu satellite television. Putting our email administration into the public domain was the last straw for us as Rogers Internet and cable customers. We suspect that will be the case for many dissatisfied Rogers subscribers who have suffered such poor service in recent years in which negative-option billing, disturbing breaches of security, and generally rude, insensitive service have been the norm. It doesn’t help that Rogers’ PR shop has consistently exerted a multiplier effect on bad decisions, turning them into nightmares of mismanagement in the media’s eyes. In his latest book, The Future of Ideas, Lawrence Lessig raises some interesting points about AT&T that seem appropriate to re-hash here. He argues that the American phone company, with its monopoly power over telecommunications, acted as a barrier to innovation through tight control of its pipes, and that the Internet was created despite it. But, he argues, the company’s slavish control-freak side was understandable given that its executives took seriously execution of its public trust. Quality of service was paramount, and the company took that responsibility to heart. Bell Canada (AT&T’s monopoly counterpart in Canada), despite a new and competitive regulatory environment, does not seem to have lost that commitment. It still has a corporate memory of monopoly days, when consumer dissatisfaction registered immediately at the CRTC. Rogers, on the other hand, seems to care little for what the consumer thinks and my wife and I have finally bailed out. Bell is offering attractive incentives to switch – but the time is coming when it won’t have to.