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4.2 289 Reviews

How responsive is Fido's customer service?

230 Resolved
59 Unresolved
On the path to perfection 🏔️
Fido has a very responsive customer support, but for a perfect rating, they’d need to visit ComplaintsBoard more frequently to check complaints and respond to them promptly 😉 As for reviewers, we can advise them to carefully read customer complaints (both positive and negative) and note aspects that can help in efficient problem-solving.
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2:22 pm EDT
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Fido rude employee at westwood mall fido booth

The girl working at the Fido booth is always rude and portrays racist attitude, doesn't want to answer questions and always tells you to wait. Many of our employees at the woodbine racetrack have experienced this. She possesses no customer service skills. My question is that why do you have people like these serving customers, seems like they're in the wrong profession. You cannot work as a customer service representative if you are always agitated by customers. Please do something about it or someday you're gonna get sued.

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1:42 pm EDT
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Fido about my billing and usage

Hello
am visitor here.I face too much problem due to billing method of fido.I buy fido sim ([protected] my account no. Is [protected]) on dated july'2017 from surrey against plan 70$ to 90$/month.I already pay total 1552$ to fido from july'2017 to till date.Last month april 20 my was disconnet.Then i pay 200$.Again my was disconnect on date april'30.Now on date may 10 again my phone was disconnect.I dont know whats the system here for billing.I already pay $1552 total to fide but in my billing 290$ is balance.How its possible.There is a gap in my billing or usage.I need my usage from july'2017 to till date.I can't pay more know.According to fido center or my plan my total bill is 1090$ till date .How its $1800 pl check and revert asap.I have only one line on my name.

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1:30 am EDT
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Fido internet

I don't know why even though Fido has been in the business for a long time they are not very smart in doing internet business. A technician come to house to do internet installation. He spends 30 min drilling and finally able bring the cable inside the house (he does not have any fishing tool to bring the cable inside the wall. So he is struggling for 15 min to get wire go thru). Finally, he finds out the underground cable is broken. Should the technician check the outside cable first for signal before wasting his time to drill and bring the cable inside the house? He then decide to run the cable on the tree for over 30 meters from my neighbors (2 houses from my houses). This cable will be hang over 5 trees and across the front yard then land on the wall of my house.
Seeing this mess, I say NO. This is a dangerous trap especially in a wind storm like last Friday May 4, 2018. The technician phone Fido to cancel his work. Later that afternoon, I bring the modem to Fido to return to Fido. I phone and phone, wait and wait for 1 hour to contact customer service to cancel. Until that time the store will accept my modem and give me the receipt.
I wait the whole beautiful day for nothing. The technician wastes half of day to try to do his work and he won't get pay because the job is not done.
My suggestion: 1 Always check the cable outside first! If it does not work, stop! just tell customer no we can not do it. Fido is not available at your address.
2/ Improve the communication. Every time the technician or the customers call Fido, they have to wait min 10 to 15 minutes and Fido said "wrong department!" then you have to wait for another 10 to 15 min (even though the use the same number for mobile or internet department 1 (888) 481-3436)
Summary: Fido (Rogers) is an abusing employer. Unreliable service provider. Stay away from them if you don't want to waste your time.
You should also read this article on the internet

http://www.cbc.ca/comedy/rogers-call-centre-employee-fired-for-treating-customer-with-respect-1.4189678

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2:11 pm EDT
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Fido fido/phone plan

I felt really really bad today because of the Fido phone plan company staff. I got a phone plan from this company because they gave me a really cheap plan. However it wasn't actually cheap. At first they gave me about $57 bill for 3gb data only plan. They said that it will be $15 next month but I wanted to make sure. So I kept asking them about it, and they kept saying it will be only $15. I asked if there is any extra fee and they said no it is ONLY $15. I trusted them so I paid about $57 for the first month's bill because they said I just have to pay $57 only once. Next month will be $15 (WITHOUT ANY EXTRA FEE) but this month they charged me $30.57 again so I went to the store where I got this plan because I really wanted to complain about it. It didn't work at all. They just wanted my money. Even when I asked at the first time "why did I get an extra charge?" they said I didn't pay last month's fee. But I did pay it and I'm sure that they said I only have to pay extra money for the first month.They just make no sense. The other guy said I had to come to the store before I get the bill. How can I know if I will be paying $30.57 bill if they didn't give me any information about it? he also said I had to pay for it because I got a special plan. I wouldn't get this plan if I had to pay like this because I also had to pay $20 extra because of calling.They kept changing what they said. I felt like they just wanted me to pay the money without me questioning them even though I clearly was not happy about my situation.He even threatened to charge me (SEVERAL TIMES)$50 if I don't want this plan after I complained. This just shows how defensive and guilty they have to be They did not help me at all with my concerns.I just gave up and went back to my home. Even though it was really terrible for me because I was in another phone plan company and i was with them like 2 or 3 months so I paid membership fee there as well and I just changed because this Fido company guys said they have cheap plan but I'm paying a lot again. I can't even change my phone plan now because I'm leaving Canada soon. I don't trust them at all anymore. It was seriously the worst customer service I've ever had. This company made my worst experience with phones in Canada .I never even make reviews but I want to do it this time because i hope it won't happen to other people. Actually I read people complaining about this company. I realized that there is lots of happening like this to other customers too. I just want all my money back that I spend with this company and apologize.

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6:16 pm EST
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Fido fido internet

Hi there,

I called the fido customer care so I can pay or do payment arrangements for my fido internet. Initially the customer care agent was setting up my account since I can not use same email for both mobile and internet. And they had an error creating the account and keep transferring the call. For every agent I had to explain my problem from first. Also if I was asking any questions or if they were not able to fix the problem they transfer to some voice mail and disconnect the call. So I have to start calling again.

I have spent more than 3 hours talking to the customer care. Anyways, when I was talking to the credit department, they said they can't do any payment arrangements since they don't trust me. Also they wanted me to pay without even seeing the bill or how much I been billed every month. One of the agent even told me that I don't need to check the bill and can just pay because he is paying through auto payment with his credit card. They were so rude that I asked to disconnect my internet and they replied when am I going to return the modem.

This is not the way how customer care talk to the customers. Also none of the agents were able to fix my account or answer my questions but instead they are ready to disconnect the service immediately.

I am so frustrated and also humiliated. When I actually called customer care to pay and to do payment arrangements and set up online account so I can see my bills, they were so rude and not helping. Instead made me frustrated and humiliated.

I need a proper answer from fido for all these and please let me know what is the further steps to proceed with my complain

Incident date: feb 22, 2018

Regards,
Priyanka

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11:48 am EST
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Fido fido customer service

I switched to Fido on Jan 5th 2018 and I have the worst experience with customer service! I got two wireless plans and for both still shows the previous owner's names. I called customer service and was on hold for 1 hour and finally "Mandeep" answered and she wasn't useful at all. she couldn't fix the problem and put me on hold constantly. and after half an hour she said she can't fix it and she transfers me to another department and I have to be on hold for 55 minutes! I mean it's ridiculous! and when I asked her to talk to a supervisor she said for that I also need to be on hold for another half hour! she didn't care at all. and she put me on hold again for another 10 minutes. the customer service and hours on hold sucks!

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3:42 pm EST
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Fido mobile & customer service

I switched mine and my wife's plan from Rogers to Fido to get the new $60 for 10GB plan. I went to the store and made the switch seamlessly. The next day I attempted to sign in on the My Account App and had no luck as it stated my phone number was still associated to Rogers. I called to set up my voicemail and the message stated that my phone number is not recognized. I attempted to call the [protected], that rings and rings and then the line goes dead and I just tried again and it is now a voice service from Wells Fargo! Fido has not made any statements in the media about any issues or network problems. This is completely unacceptable and with all these bad reviews I fear I made a mistake. I know all the mobile companies in Canada do not know what customer service means anymore but at least with Rogers you can speak to someone directly. Even on this site, I see response that request customers to contact them via Facebook or Twitter! Ridiculous. IF someone at Fido really gives a shyte, could you at least let the customers know what's going on? Or did you simply not realize that offering a plan like this may actually make you busy! Foresight is a novel thing!

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7:09 pm EST
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Fido no access to fido account online and last bill

Hi,
My cousin cosigned for me for a cell phone with Fido in Dec 2014 because I was a newcomer to Canada. In summer 2015, I called and had the contract transferred to my name alone. In Nov 2017, I cancelled my contract and they told me that I will continue to have access to Fido online to view my last bill and previous bills for up to 18 months. I tried to log on a few days ago, and I couldn't. I called customer service and they told me that I no longer have access and only my cousin has access now. How can she have access to my account when my contract has been in my name since Summer 2015? This is really weird to me. So I didn't receive my last bill, I don't know how much I owe them... My account number was [protected]

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1:34 am EST
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Fido mobile phone

I email you almost 4 month ago that I want to stop my $12 insurance plan as I already lost my phone.I even called to fido customer center but they are still charging me for insurance plan. I already paid the fido bill 4 month ago. I don't understand what's the point of these customer services if you are not ready to solve our problems. I am paying for your insurance services frim last 10 month that to without any reason. so will you please stop charging me for your insurance service.

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1:01 pm EST
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Fido unprofessional support team

I am very disappointed with the technical support team. I hate the blaming game that they play. Me and my wife we have both new IP 8 Plus from Apple and we just recently switched to Fido and we are unable to have LTE coverage only 3G.

We made 2 calls but unsuccessful result. We did the factory reset our phones, we reactivate our SIM but still no dice. They even ask us if we bought the phones from black market. This is seriously an insult.
This is 2017 and we live in the greater part of Montreal not some place in the desert. They insist us to check with Apple store.

Finally, we went to the Fido Store in Laval to check out. Again same story, the clerk at first insist we call FIDO support for services coverage and check with the Apple store. I insist him that there is nothing wrong with our phones and could you change our SIM cards. We did check our self the FIDO forum community and apparently a lot of people did have the same issues and one of the solution suggested was to change the SIM card.

Apparently changing the SIM cards did work for us and both of our phones did have the LTE network now.

There should be a better training then this, the FIDO community forums is more help full than the live representative.

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4:58 pm EDT
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Fido I am complaining about my bill with fido, and lack of communication.

On the 17 of October 2017, I received a voice mail stating that I owned them $500.00, and I needed to pay $195.00 now. I have a flip phone and I do not believe that this is at all possible for the model of my phone, that would mean I had not pay for 10 months. On the 17 of September I did by $150.00, and they said I would be back to normal. I cannot get in touch with them, everytime I call there number, and I have searched all of the internet for a phone number that I could reach them at, and I have not found a way to contact them. My phone # is [protected] because I can not access my account either, or you can email me at [protected]@outlook.com.
Truly Karren Owen

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4:26 pm EDT
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Fido tablet

I got a tablet over the phone. with customer service fido. They sent it to me in the mail. from day 1 I had problems with it. I went to the store 9 days after I had received it. They were very unprofessional and rude. The gut who first started helping me. took off to help someone else. ledt me standing there. the manager. was suppose to take care of getting the problem fixed.6 weeks later. she sends me a message saying they cant get a hold of alcatel. and I need to come get tablet and deal with problem myself. Telling me p.s. dont give my staff a hard time when you come in. problem is still pending and its 2 months later.

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10:33 pm EDT
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Fido closing my fido account

I lost my phone 4 month ago. and I called customer service to know if I can claim new phone as Ihad a protection plan of my phone. they said I dont have any insurance plan. I requested them to close my account as I want to clear all my account. after a month I got mail that I had not paid my monthly bill then I again called them and they said that they just deactivated my account so I have to pay my bill and now they are going to close my account as a result I paid a bill of 170 and again after ome month they sent me mail of not paying my bill and I again called them and told them to close my account and request them to stop charging my about my phone protection plan. this is really frustrating I paid 2 month bill without using that phone. although now they closed my fido account and send me remaining bill that I need to pay to close the contract but they are still charging my about mobole protection plan saying that its my phone insurance plan. whats the point of this insurance plan when I don't have phone.

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Update by kamaljit kamaljit
Jul 08, 2017 10:47 am EDT

first of all thank you for replying me back. secondly as I told you I lost my phone so I don't have my fido account information. thirdly I wat you to stop charging me for mobile protection plan as they are still charging me. and I want to know the amount of money left to clear my fido account. I called them and they told me that they will send me bill before 1 july but I didnot get that.

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Fido 7 days service, fido charges me $249.79, worst people on the planet

Opened an account on june 26th 2017, returned it on july 3rd 2017, fido sent me a bill for $249.78, called in customer service, trying to get some results, nothing coming out...

Fido employee told me use whatever data I want from june 26th to june 27th, it would be free because my cycling date starts on 27th. So I used 1.03gb on the 26th... Now they are charging me for all of the date been used...

I have never seen such customer service, such un-acknowledged services reps either in the store or over the phone...

Its a huge disappointment overall, I would never recommended anyone to fido. I dont even understand how a company like this managers its own business without disappointing customers.

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Fido unethical behaviour and phone billing

This incident took place on May 3rd 2017. I have been a costumer with Fido since September 2013 and have always been charged outstanding amounts such as 300$ per month although my plan might have been a 40$ plan. This year my contract was coming to an end and so I decided to pay my remaining balance and just move companies because my whole paycheck would go to Fido and as an international student with multiple expenses that became a monthly stress. So I went in store and requested to pay the full remaining amount. And I made the total payment cash. Right after leaving the store I called costumer service to request the cancellation of my account so I can go to a different company and be able to keep my number. Unfortunately, the agent told me that such thing wouldn't be possible because the payment would take 3-5 business days to go through and so I had to wait. However, the agent suggested that the request for the cancelation has went through and that the days that I had to wait would simply just be redeemed and I didn't have to worry about it. So I waited 5 days and on May 8th I called to verify that my account can officially be canceled and after they confirmed I took my number to my new company.
Two months later, today I opened my school email and I noticed that I have received a Fido email that has a total of 295$ billing. Shocked, I called costumer service and at first they were also surprised. However, the excuse was that this amount is of my April balance. I argued saying that this can't be true since I already paid April by May 3rd! And the agent insisted that I had to pay the balance otherwise it would have to go into collections. I requested to speak to a supervisor and she also said that I shouldn't be surprised that I am seeing this amount. Her comment was sarcastic, rude and I could tell that she is not willing to help me or u understands where I am coming from!
I am currently really stressed, frustrated and disappointed. I feel like I have been lied to because I was never told anything about this amount before I leave the company instead I was mislead by the agent that everything is okay and I have nothing to worry about.
I am really annoyed and saddened that no-one from the company wants to take responsibility for the wronged way of communication and inappropriate way of handling the situation the agents showed.
And I am left owing 295$ and not knowing nothing about it!
I desire that the amount would be redeemed and I would not receive any emails or any kind of communication with the company no longer. Moreover, I am deeply saddened that I even suggested the company to multiple of my friends and they going through the same struggle!
Hope you can help out at least!

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FIodora
, US
Jun 16, 2017 11:57 pm EDT

Can you not read you stupid idiot, there is nothing you. I do not wish to contact you idiots any longer. Terry.

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10:05 am EDT
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Fido phone replacement

Purchased a samsung galaxy S5 neo phone through Fido. The software got corrupted after less than 6 months of use and became unusable. I had replacement protection plan on the phone at a cost of $12/month. When I called, I was first misled to believe that I had to call an insurance company to replace the phone. That was wrong as the insurance company advised me that Fido would replace the phone where it was under 6 months old. I then called Fido again and received the worst possible service to the point whereas, I became so frustrated with the misinformation from several agents, dropped calls and complete lack of accountability that to keep my sanity, I determined the only course of action, to avoid this horrible service ever again, was to completely absolve myself of ever having to deal with Fido ever again.

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Update by jimmerstick
Jun 09, 2017 1:14 pm EDT

Unfortunately, the nearest place for me to return the phone to Fido to have it fixed is 150 kilometers away from me, and after going a day without the phone mentioned above, and having been given the run around by several Fido representatives, and wasting 2 hours of my time by being passed around from Fido agent to Fido agent and hung up on while on hold, I called and completely canceled my service with Fido, as any restitution offered was completely insulting. Apparently my business was not wanted, as when I called to cancel, there was no attempt by any agent of Fido to try and keep me as a customer. I will now add a 5th phone to my existing companies business plan through Bell.

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JF Amprimoz
, US
Aug 13, 2019 12:30 am EDT

How is this considered resolved? The company screwed this guy and the customer service was terrible, then they offered him lousy compensation from a retention perspective, so he left. The "resolution statement" is completely inaccurate.

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FIodora
, US
Jun 16, 2017 11:59 pm EDT

Why not stfu instead of pretending to care. I had a issue with u idiots as well and you gave one of your [censor] replies. Just stfu and leave us all alone.

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11:17 am EDT
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Fido regarding my phone bill

I am an international student. complaining about my Fido mobile bill . i took this Fido connection last year with 62$ per month bill . i use this connection mostly for the local usage and internet .first two months i payed 62$ as my mobile bill after it increases like 150 and then it going up . as i am an student i can't afford the bill so i called the customer care and asked for a detailed bill .but the customer executive is not willing to give a detailed instead of giving me the bill she told me that we can resolve your problem by choosing other option in mobile bill. i asked 3-4 times for the detailed bill calling in different times . they are not willing for that and last December i lost my sim card and i called them to cancel my phone number . i thought the mobile service was cancelled .but i don't know two days back i received a letter from a collection agency named Gatestone to pay back an amount of $ 1, 133.31.I am not using this no for along time and i thought this no was cancelled . now what i have to do i don't know my email had some issues so i didn't noticed that they are sending me the bill .my problem is i am international student this is a big issue for me that collection agency recovery and all will affect my stay in Canada . one more issue is i don't know what to do to resolve this problem . as i am student i payed a big amount as my fees and for my stay in Canada please help me to resolve this problem this, my humble request .

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Fido fido mobile service

Fido is worst mobile service I have ever used. I am really frustrated with you guys. You can comply to the plan been offered to me prior to the deal. I was offered a plan of 45$ dollars with 1000 mins international calling, 3gb data, canada wise calling. without informing me, the company changes the plan after 5 days of installation. its been 5 months i have been using fido. the company managers are every month accepting and declining to accept this plan for me. 1 month I get this plan, next month the new supervisors declines it.. its been 3 times with me. providing the case number and manager name I1045656260 - jainish.

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Fido i'm complaining regarding the bluffing in billing

Hi my name is Hafsa I have an a/c with Fido [protected].2months back I got a plan on promotion scheme fr20$. I have already told the guy that I m not working so I need the cheapest Plan they have. For the first time They billed me40$..although my nerves breaked but I thought may be they have included activation and stuff.2ndtime they billed350$. I was shock to hear they say 100 weekday min as monthly. I have asked a lot of people regarding this they said weekday is mon-fri if they mention more then would be 2;3;4 week r a month. And they also have not mentioned the incommings would be charged. I have data in my plan which I never have used.
So I feel that I don't owe this money as I m
Already a very careful person when spending. I will take it to social media and
Court.. I expose fido as much I can.. that how they bluff innocent people.

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Fido unethical behaviour

Have been a regular customer from last 15 years but soon gonna switch to Rogers or Bell . The fido agent @ 128st -84 Ave Surrey named M.Khaira is kind of rude and never provides accurate information . This Feb, my niece got a new phone from him and he lied that everything is fine but actually it had some software and battery issues for which she had to pay almost 200$ to Apple care. Also, he made a plan for 65 $ which is intially 6 GB data and unlimited canada wide calling, international texting and 5$ for international roaming. Quite unethical and if you complain or try to deactivate your account or bill payments he will reply in such a weird and arrogant manner. Many times my friends tried to give feedback about him to Fido care but nobody cares. This is not appropriate how you treat your customers who are loyal customers with fido for 15 long years. Quite unethical and intolerant . #self -respect# inhumane# arrogance # loyality matters # not happy # soon to be a rogers customer .

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Use this comments board to leave complaints and reviews about Fido. Discuss the issues you have had with Fido and work with their customer service team to find a resolution.