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Fido reviews first appeared on Complaints Board on Oct 19, 2007. The latest review Long Distance Minutes was posted on Oct 12, 2021. The latest complaint Roaming charges was resolved on Sep 13, 2021. Fido has an average consumer rating of 4 stars from 211 reviews. Fido has resolved 166 complaints.

Fido Customer Service Contacts

611 (Mobile Services (From Fido Phone)
388 (Internet Services (From Fido Phone)
+1 888 481 3436 (Mobile Services)
+1 888 236 3436 (Internet Services)
+1 514 933 3436 (United States)
+1 514 925 4590 (International)
+1 866 888 3436 (Mandarin and Cantonese)
800 De La Gauchetière Street West, Suite 4000
Montréal, Quebec
Canada - H5A1K3
Mon8:00 AM - 9:00 PM
Tue8:00 AM - 9:00 PM
Wed8:00 AM - 9:00 PM
Thu8:00 AM - 9:00 PM
Fri8:00 AM - 9:00 PM
Sat9:00 AM - 5:00 PM
Sun9:00 AM - 5:00 PM

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Fido Complaints & Reviews, Page 3

Feb 27, 2020

The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
FIDO — mobile phone service

Fido lures with fake offer and then cheats customers. I'm totally aghast by how I was duped into getting...

Dec 17, 2019

The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
FIDO — charges on my line

I got my line on Friday 29th Nov 2019 from Sales guy called Ali at Best Buy # 926, Missisauga. I told him i...

Nov 17, 2019

FIDO — making a false promise

I called Fido customer service on last Friday 15 nov n they offer me in 70$ plan with a 0$ down payment I...

Surrey

The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
FIDOover billing and fraud

I was called through phone by a fido representative and told that I will be provided with international call, 5 gb data and other features but when I got the bill it was for 527.56 dollar instead of 45 dollars + tax, as they are saying international call was not included in my plan, but i took the offer only because they said they are giving international call. As I am international student this is the worst thing that happened in my entire life, these kinds of fraud from a reputed company like fido make me sick. I cant afford to pay the amount and also I don't want to pay such an amount for a fraud billing done by fido .I hope the concerned authority will take actions against these fraud in behalf of my name, and also to solve this issue as soon as possible

JOE SOJAN THALIATH
FIDO NUMBER:[protected]

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    • Updated by joe sojan · Nov 11, 2019

      Respected sir,
      I am here to inform that I was called through phone by a fido representative and told that I will be provided with international call, 5 gb data and other features but when I got the bill it was foe 527.56 dollar instead of 45 dollars + tax, as they are saying this was not included in my plan. As I am international student this is the worst thing that happened in my entire life, these kinds of fraud from a reputed company like fido make me sick. I cant afford to pay the amount and also I don’t want to pay such an amount for a fraud billing done by fido .I hope the concerned authority will take actions against this company in behalf of my name .

      JOE SOJAN THALIATH
      FIDO NUMBER:[protected]

    • Fido's response · Nov 13, 2019

      Hey Joe,

      Claudia here from Fido's Social Media team! I'm really sad to learn about your experience, I definitely understand that a higher than expected bill is of great concerns! Send us a private message on Facebook or Twitter and we'll be more than happy to go over the account with you and see how we can sort this out!

      -Claudia

    Respond
    Nov 01, 2019

    The complaint has been investigated and
    resolved to the customer's satisfaction
    Resolved
    FIDO — terrible service from store clerk

    November 1st, 2019 at 7:30pm in Cedarbrae Mall, Fido Store. Called Fido customer service to open up a new...

    Toronto

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    The complaint has been investigated and
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    FIDOsms service

    Hi Team,

    I have recently port my phone number from Lucky to Fido mobile. After that i am not able to receive any verification text message sent from bank at the time of transferring money from my account.
    I have checked that i am not able to received any short code text from the number 242-223 number which was working before with my old Lucky mobile provider. However other text even from 242-222 number also coming the text.

    I also contact the FIDO service but as i informed that if the sms is coming from other CIBC short code no like 242-222, then it might be the issue from bank side. But CIBC also told me that there is nothing to do from their end.

    My mobile no is [protected] and using iphone 6s with latest iOS 13.1.3.

    Please help me to understand that who can solve my problem.

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      • Fido's response · Oct 26, 2019

        Hey Arijit!

        We'd love to help.
        Please reach out to us on Facebook or Twitter so we can have a look into your account.

        - Allan

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      FIDOcell phone

      This company has charged me over 4 grand in a 6 week span, all in data chargers. I clicked on the extra data for 10 and 30 dollars, somehow they came up weith 4g. This has to be illegal and I am gwtting every govermnet agancey possible involved on this one. The fact that this companyu is owned by Rogers, explains it all.

      I will do everything I can to bring these guys to justice. I know I will fail at this but hopefully I can at least inform other potentials that will undoubtedly be frauded by Fido and or Rogers.

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        • Fido's response · Oct 18, 2019

          Hey there, this definitely isn't the kind of experience we want you to have and it is far from our intention. If there is a legit billing mistake on your bill, we will do everything we can to fix it. Please send us a message on Facebook or Twitter so we can take a second look.

          -AnthonyZ

        Respond
        Oct 04, 2019

        The complaint has been investigated and
        resolved to the customer's satisfaction
        Resolved
        FIDO — promised product not received

        Was promised 1000 mins of International calling on converting to Fido from Chatr under an ongoing promotion...

        The complaint has been investigated and
        resolved to the customer's satisfaction
        Resolved
        FIDOwronged and tricked by customer service

        Hello,

        I dont usually complain. However, I feel that I was scammed by a company that I enjoyed their service for almost 5 years.

        I needed to upgrade my phone and there was a nice offer at a sister company Of Fido(the company I am with). So I called them to see if they had any offers and the agent I talked to told me I had two loyalty offers that could be applied simultaneously one worth $150 and the other worth $100 with a total sum of $250 deduction of the downpayment on the phone since I had been with them for a very long time. This happened on the 14th of September 2019

        However, the catch was he couldn't apply the offer for me unless I reserved the phone and changed my plan to a bigger plan. I agreed to i since I found that the final sum was beneficial still. After the agent applied all the necessary changes he told me since the phone is still on a reservation status and not officially released the $250 discount can only be added once the phone is released in 10 days. I called the company back in 10 days they told me the offer was expired however, the second agent told me he would try to reapply yet since the fault is not mine.

        I received a confirmation from the second agent that now the offer will be applied and he sent me a note reference ID and told me to wait until the branch store I reserved the phone at to call me and then I can show them the reference ID and they would apply the offer.

        Three weeks later (October 3rd, 2019), I received a call that the phone has reached the store. So I went there very excited and happy to receive the phone I had waited for 3 weeks for. However, they told me I had to pay the full amount associated with the plan and there was no offers to apply. I called the company's customer service and gave them a brief summary of the story and asked them to look into my account and have a look at the old records. I was shocked after wards to hear that the offer is invalid and that all the changes I did to the account including subscription to a more expensive plan, waiting for 3 weeks and rejecting the offer of the other company was all for nothing. The agent was polite enough but the supervisor I was transferred to was very very rude and it was shown that she didn't want to help at all she didn't offer any solutions or any explanation even for how the situation has reached to this point.

        I feel like I was scammed and tricked into changing my plan and forced to reserve a phone ( cost $40)and wait for it and all this so that they for force me to buy it from them and not go to the other company. The funny thing is that after all this they tell me this is our loyalty plan. So I am getting scammed because I am loyal to their company for 5 whole years.

        I feel really wronged and tricked and I just wish that my complaint can reach someone that can do something about it in the company since their supervisors are clearly not caring enough about their customers whether they are loyal or not.

        I feel sad that this company would treat me this way since I did in-fact enjoy their service for 5 years and I expected them to care more about their customers not necessarily by deducting the money ($250) that was promised to me but at-least by being kind enough to explain the situation with some common sense to how did this situation even happen.

        Thanking you.

        wronged and tricked by customer service

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          • Fido's response · Oct 05, 2019

            Hey Hazem20,

            Claudia from Fido's Social Media team here reaching out.
            I assure you that this really isn't a representation of the experience we want to provide our customers. We truly appreciate your long time loyalty and I'm sorry if your recent experience made you feel otherwise, it's definitely not what we want.
            Can you send us a private message on Facebook or Twitter? We'd like to take a closer look at your account.
            Hope to talk soon.

            -Claudia

          Respond
          Oct 02, 2019

          The complaint has been investigated and
          resolved to the customer's satisfaction
          Resolved
          FIDO — customer service (1hr 49 min wait), roaming and international fees

          Fraud alert, awful company! I just wasted over 2.5 hours of my time, 1 hour 50 minutes on hold awaiting to...

          Oct 01, 2019

          The complaint has been investigated and
          resolved to the customer's satisfaction
          Resolved
          FIDO — offer of free tablet retracted

          When making a billing inquiry to Fido Customer Service yesterday (Sep 30, 9.30 AM) I was offered and accepted...

          Sep 30, 2019

          The complaint has been investigated and
          resolved to the customer's satisfaction
          Resolved
          FIDO — sim

          I changed my Fido sim thrice in 4 months because I couldnt hear the other person kn the line after 10 minute...

          Scarborough (toronto)

          The complaint has been investigated and
          resolved to the customer's satisfaction
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          FIDOroaming

          Such a Ripped Off
          Ive been a loyal customer of Fido for 10 years, it was alright before and now theyre such a ripped off. I dont mind paying if I know I use there Service BUT I did not use it at all...I went to US for the First time and they charge me 25$ on roaming for 3 days eventhough I didnt use it andt old me i did a phonecall and messages...which is not true. They are so unfair charging people for not using it..I am switching to a different network provider. I AM VERY DISAPPOINTED. ..even told me i made a call to a friend whose just next to me and who even forget her phone. HOW crazy is that.I would never use this network ever again!!!

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            • Fido's response · Sep 30, 2019

              Hey!
              Thank you so much for being with us for so long, it means a lot.

              We definitely don't want to see you go and we'd be more than happy to have a second look into your account to figure out what happened.
              Please reach out to us through our Social Media channels so we can further assist you.

              - Allan

            Respond
            Sep 29, 2019

            FIDO — customer service and credit department

            My name is Serguei Serdiouk. My opinion about Fido is completely horrible. Company irresponsible. I pay my...

            Toronto

            The complaint has been investigated and
            resolved to the customer's satisfaction
            Resolved
            FIDO[protected]

            Hi,

            My name is Nasir Khalique Qureshi. I have to complaint that I am a user of FIDO for the last 4 years and for this specific number I was given an offer of 4GB data + 3GB Bonus data without change of price. Afterwards it was withdrawn. I was also promised by the agent to reverse $10 of data overage on this number but that was also not done. Today I spoke to another agent Joe and he implied that I am lying. Please check the call records and verify that I what I am saying is correct and provide the new plan without a change in price on the the [protected].

            My other complaint is that every time I call Fido helpline an agent has a different offer. It seems like it depends on the mood of the agent if he or she wants to offer something. Fido should standardize offers for long term customers to avoid these conflicts.

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              • Updated by Nasir Qureshi · Sep 26, 2019

                Please contact me on [protected] for this complaint. I have 4 lines from FIDO

              • Fido's response · Sep 28, 2019

                Hey Nasir,

                That is certainly not the impression we want you to have of us. We'd love to take a look at what happened on your account. Please reach out to us through our Social Media channels so we can better assist you.

                - Saira

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              FIDOmisrepresentation information about usage of data

              I am writing in regard to my line [protected]. I received a text from fido that I have used 90% of my data on 21st September 2019 (3 days before my bill cycle) when I checked I was left with 0.88gb. As my requirement, I added 1 GB of data by paying $15 but when I checked my usage before 1 day of my billing cycle on 23rd September 2019 it showed me I have 5.94gb of data. Upon calling to customer service I heard the very unsatisfying response that sorry we cannot do anything and I choose to add extra data and i will be charged for $15. I believe the misrepresentation of my data usage led me to add extra data and the response I heard back was not satisfying and this issue should be considered so I cannot be charged extra in the future again.

              misrepresentation information about usage of data

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                • Fido's response · Sep 25, 2019

                  Hey,

                  Claudia here from Fido's Social Media team. I'm sad to learn there was some confusion around your data last month. We'd love to take a second look into this with you, please send us a private message on Facebook or Twitter when you get the chance.
                  Hope to talk to you soon!

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                FIDOfido extra

                I cannot believe the pathetic service I have received regarding a FidoExtra offer that appeared on my account. 3 times i was reminded of the offer, which at this point I decide to take the offer. I visit store number one. They agree that the offer is valid, however they are out of stock. I ask if they can tell me what store has availability. The response: No, we don't have that information. I decide to visit another store. Yes, the offer is valid, but we don't have any stock. And we probably will not have stock for a couple of weeks. Again I ask, can you tell me what store has stock. No, we cannot.

                I go to Facebook to talk to support. Shaun looks at my account and mentions that this offer is not available to me. I send screen shots of the offer. He asks me to contact the number that is on the offer. I go ahead and do this.

                I connect with someone whom i could barely understand. He says that this is not his department, and would have to transfer me. Why in the hell would you post a number on an offer, but its not the correct department. I get transferred. I speak to a woman, who know very little of the offer. I explain to her, and follow instructions on the offer page on my phone. She then proceeds to tell me that the offer is not available to me, but tries to see what she can do. 25 minutes on the phone and nothing. Her response when she returns is, this offer will come up again, why don't you wait till then. Are you kidding me!!! Its you that pushed this deal on me, not the other way around. And now all i get is frustration and denial of the offer.

                I go back to Shaun and proceeds to tell me to visit a bunch of stores. This is where it gets ridiculous. He says its only offered in-store. However the ad states that its available in store or by calling the number provided.

                I give up FIDO... I should know better than to contact anyone with the company, and just stick with paying my bills. This has been a complete screw up, and I didn't even want the offer in the beginning, as you have screwed up before on offers.

                I am seriously considering changing providers over this. You make an offer that does not even exists. I have now spoken to 5 people and all either have no clue what I am talking about or they just are poorly trained. I really cant remember when I have dealt with so much stupidity. I'm on my last nerve, and just about to leave FIDO once and for all.

                fido extra
                fido extra

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                  • Fido's response · Sep 18, 2019

                    Hey there, thank you for explaining the situation thoroughly. We're sad to hear that your experience was not a good one and this is certainly not what we aim for. We would be more than happy to see what can be done. Send us a private message through one of our social media channels like Facebook or Twitter if you would like to contact us.

                    -AnthonyZ

                  • Updated by DeeJay Alex · Sep 18, 2019

                    I did go through social media - and they could not help either.

                  • Fido's response · Sep 20, 2019

                    Thanks for letting us know. Please reach out to us again, we'd like to take a second look into this with you!

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                  FIDOfake xtra offer

                  I am a fido customer ([protected]). On 13 sep 2019, I received an offer in xtras which tell me that I can get a 0$ tablet on a free 2-year tablet plan. But when I went to a fido store, the people there told me that in my account, there is no this offer. I have tried to contact fido customer service by phone and by facebook, they just told me that it is a glitch that's causing me to see that in Fido Xtra, without any solution.

                  fake xtra offer
                  fake xtra offer
                  fake xtra offer
                  fake xtra offer

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                    I have contacted the fido Commission for Complaints for Telecom-television Services. they agree to give me the offer

                    • Fido's response · Sep 17, 2019

                      Hey there! I'm sad to hear you had some issues with this offer. When somethings like this happens, we strongly recommend to send us a message to see what we can do. At least this was settled with a positive outcome.

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                    FIDOmobile

                    Worse customer service i ever had. I had my contract cancelled with fido and went to rogers. Then i forgot i had a balance with fido and i tried to go back to them to finish my contract, apparently i cant do that anymore since my contract is cancelled. I called rogers and they said all they have to do is to send in a request and that they get this problem everytime. so I called fido back and they said they cant revive my contract anymore and now im stuck with a 400 termination fee. This the worse phone company i have been on. Customer service is the worse with this one.

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                      • Fido's response · Sep 08, 2019

                        Hey there! Philippe here.

                        That's certainly not the experience we expect to provide. Please send us a private message via Facebook or Twitter and we'll be happy to help you. :)

                        Until then, have a great day!

                        -Philippe

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                      FIDOfido committed but not fulfilled on my new plan

                      FIDO / Cheating and not fulfill what was committed for a new plan
                      US
                      Add a Comment
                      Am expecting to have a feedback from Fido by today Sept. 07, 2019 by email to re-solve my complaint. Feel deeply disappointed with Fido and hoping I have the feedback soon after this complaint submitted again!!

                      Quote:-
                      Your Chat Transcript
                      Hotmail
                      /
                      收件箱

                      [protected]@Fido.ca
                      收件人﹕
                      [protected]@hotmail.com

                      6/9 下午2:01

                      General Info
                      Chat Start Time: 09/06/2019 02:34:39 PM
                      Chat End Time: 09/06/2019 04:31:15 PM
                      Chat URL: https://www.fido.ca/pages/#/my-account/overview?easylogin=true
                      Referer URL:
                      Name: WING
                      Email: [protected]@hotmail.com
                      Phone:
                      Initial Question:

                      Chat Transcript
                      02:34:39 PM [WING] ...Transferred from Virtual Assistant chat...
                      02:34:40 PM [WING] https://chat.fido.ca/#/f/history?vaid=43d7dd94-08aa-45f2-bff7-abb9cfdb3383
                      02:35:02 PM [Daniel] Fido LiveANSWERS Hey! I'm Dan. Nice to meet you! I just need a second to pull up your account and review your request. Thanks! :)
                      02:35:38 PM [Daniel] Hello Wing, I hope you are well, I see you haven't received the right model of phone you ordered?
                      02:36:32 PM [WING] Yes, I feel being treated from Fido!! If this issue cannot be fixed, I will definitely go into public at once!
                      02:37:30 PM [WING] Should be cheated not treated!!
                      02:38:27 PM [Daniel] Oh i'm sorry that happened Wing, I certainly wouldn't want you to feel cheated. I will definitely help you process a device Swap to get you the right phone that you originally wanted.
                      02:39:03 PM [Daniel] Please just allow me a couple of minutes to get this all started and to look through the notes and I will personally sort this all out for you so there are no more troubles.
                      02:39:52 PM [WING] ok, take your time as I never request any P30 Lite model so far!!
                      02:47:20 PM [Daniel] Sorry about the wait my whole system crashed and restarted but i'm back and I will still be able to help you out, no worries.
                      02:49:13 PM [Daniel] Do you have everything still in the box?
                      02:49:22 PM [WING] For time saving, you may refer to the recap on my early discussion;
                      02:49:24 PM [WING] Quote
                      02:49:35 PM [WING] 返回 封存 移動 刪除 濫發郵件 Your Chat Transcript Hotmail / Fido Mobile [protected]@Fido.ca 收件人﹕ [protected]@hotmail.com 1/9 下午5:06 General Info Chat Start Time: 09/01/2019 06:03:16 PM Chat End Time: 09/01/2019 07:36:39 PM Chat URL: https://www.fido.ca/pages/#/my-account/overview?easylogin=true Referer URL: Name: WING Email: [protected]@hotmail.com Phone: Initial Question: Chat Transcript 06:03:16 PM [WING] ...Transferred from Virtual Assistant chat... 06:03:18 PM [WING] https://chat.fido.ca/#/f/history?vaid=99edb161-d306-4152-8252-8165c2110a35 06:03:34 PM [Ramandeep] Fido LiveANSWERS Welcome to Fido! It will be my pleasure to chat with you today. May I start with your full name please? 06:03:51 PM [WING] Wing On Alphan Chan 06:04:17 PM [Ramandeep] Hi, how are you doing today, Wing ? 06:04:26 PM [WING] Am fine, thanks 06:04:37 PM [Ramandeep] I can see that you're logged into your fido.ca account which is awesome as you're fully authenticated:) 06:05:20 PM [WING] hi, just would like to continue your last offer to re-new my plan which expect due on Sept. 28, 2019. 06:05:48 PM [Ramandeep] If I am correct you're inquring about the offer that was made on Aug 23rd? 06:07:39 PM [WING] Yes, in addition, please also see if you can increased the data from 6GB into 10GB as Telus did also able to offer me same fee mobile phone and 10GB at same plan price. 06:08:25 PM [Ramandeep] I can really understand your point of view here Wing for sure I will have a deep look into it for you. 06:08:51 PM [Ramandeep] I do see that you were offered Google Pixel 3 64gb and Huawei p30 on $0 down on Aug 23rd. 06:09:51 PM [WING] Yes, but I prefer to take Huawei P30 at 128GB model. 06:10:21 PM [Ramandeep] Ok sure, allow me few minutes to have a look into it for you. 06:14:01 PM [Ramandeep] Thanks for your patience! I'm still working on it. Please bear with me:) 06:14:29 PM [WING] noted, thanks 06:18:30 PM [Ramandeep] Thank you for your patience I have looked into it for you and wanted to confirm that we can get you the Huawei P30 on $0 down on small tier plan. You can also keep the current plan as it. In case if you're looking to add more data then we can get you: The $70 plan comes with: Unlimited Canada-wide anytime calls 8 GB (No Surprise Data Overage) Unlimited text/picture/video msgs from Canada to Canadian, U.S. and international cells Call Display (Number only) Mini Voicemail (max 3 msgs, can be upgraded to 35 msgs) Circle Calling™ Fido Roam™ Data Overage Protection 5 FREE hours of data (1 hour, 5 times per billing cycle) with Data Bytes™ 06:18:48 PM [Ramandeep] Or 14gb for $80. Both plan are small tier plans. 06:21:09 PM [WING] I mean to keep same $65 but increased into 10GB which Telus can able to offer me and so I do believe Fido can offer same to loyal customer too. Your thoughts?? 06:22:09 PM [Ramandeep] I can understand how Telus offer can be appealing. Keep in mind though that the sign-up deals are often not to be renewed or only for a fixed period of time. Each company has its advantages, I agree, but considering your loyalty and the offer made, Fido remains a competitive company for its amazing advantages, such as Fido LiveANSWERS, FidoTRADE, Fido Roam and Data Bytes and Data Overage Protection. Plus our newest addition Fido XTRA makes our plans even more unique. 06:22:53 PM [Ramandeep] But I have looked deeply into it for you and wanted to confirm that we can get you one time $35 as a credit on doing upgrade. 06:25:13 PM [WING] Noted thanks but wondering If pre-authorized monthly payment can help to meet my expectation too?? 06:26:04 PM [Ramandeep] I do apologize to say Wing but I'm not able to understand your last inquiry, can you confirm it in bit more details. Thanks! 06:28:26 PM [WING] I mean to have pre-authorization thru my credit card on mothly basis where Fido can get my payment automatically on monthly basis. 06:30:27 PM [Ramandeep] Oh yes you can setup the pre authorized monthly payment through credit card I can send you an email for your convenience that will help you to change the method of payment. 06:31:10 PM [WING] Do you mean this payment method can help to meet my 10GB data epxectation too?? 06:33:37 PM [Ramandeep] Well, just to confirm with you that monthly payments will be taken from the pre authorized credit card which does not relate the data with it. But let me see what we can do for you. 06:34:44 PM [WING] noted and awaiting 06:37:03 PM [Ramandeep] I have looked into it for you and wanted to confirm that we can get you 3gb for 3 months with your current plan, in market the value of this data bonus is $80 but we can offer you for free or we can get you 5gb for 2 months on current plan and in market market the value of this data bonus is $120. What do you say? 06:39:20 PM [Ramandeep] We can offer the 5gb for 2 months free of charge. 06:40:15 PM [WING] If you trace back my previous data usage record, am seldo, m to use more than 5 or 6GB data. But just feel more comfortable if my current plan can get in-line with other reputable service provider too. Can you double check for me plaease? 06:44:26 PM [Ramandeep] Just to double clarify that you're looking to get more data at the current price you're paying? 06:44:43 PM [WING] Yes. 06:45:24 PM [Ramandeep] I can really understand your point of view here Wing I have looked into it for you an wanted to confirm we can get you the 7gb for $75 on small tier with $10 off for 12 months on doing upgrade. The plan comes with: Unlimited Canada-wide calling, Unlimited text, picture and video messages from Canada to Canadian, US and international numbers, Call Display, Call Waiting, Conference Calling, Mini Voicemail and 5 extra hours of data (1 hour, 5 times per billing cycle) with Data Bytes and Data Overage Protection. Data Overage Protection is a feature where your Fido Mobile data is automatically paused once you reach 100% of your plan's data limit. So you'll never get a surprise overage charge. 06:47:42 PM [WING] Did double confirm to you to meet same $65 instead of paying more?? 06:49:19 PM [Ramandeep] I can really understand what you are trying to say here Wing with the $10 off for 12 months you'll only need to pay $65+taxes for 7 gb data, the in market price for this plan is $75. 06:52:48 PM [WING] Do you mean that Fido can accept $65 for 7Gb data for my upcoming new plan together with $0 Huawei P30 with 128Gb for my upcoming new plan?? Beside, there will have a $35 cash credit which can be deducted on my new plan too?? Please confirm my same understanding. thanks. 06:54:44 PM [Ramandeep] Just to confirm with you that we can get you the Huawei P30 on $0 down on $75 mall tier plan with 7gb data + $10 off for 12 months on the plan + $35 one time credit which will appear on your next bill. Sounds Good? 06:57:36 PM [Ramandeep] Small* 06:58:12 PM [WING] Noted with many thanks. Understand that the new plan start up fee $35 can be wavied too if I can do on-line. Correct me if I am wrong?? 07:00:08 PM [WING] Be frank, as am just don't want to wait the old plan due on Sept. 28 and trying not to pay the outstanding $29.?? old plan fee. If so, I can start my new plan right away. Can you check and confirm too?? 07:02:03 PM [Ramandeep] Well, Wing your current contract is going to end on 09/28/2019 and the remaining device balance for current contract is $0 so you can do the upgrade today. You can definitely save the $35 setup by choosing to do upgrade online at Fido.ca but just to confirm with you that on doing you would not get the $10 off for 12 months on the $75 small plan + won't get the extra $35 credit as well. But I can do is I can do the upgrade for you and instead of the $35 credit I can get you the $50 one time credit which will cover the $35 setup fee also you'll have extra $15 credit on your next bill. 07:04:39 PM [WING] It sounds great if I can start the new plan without any liability of the old contract. If so, please go ahead to arrange the new plan for me. Big thanks and highly appreciated. 07:05:47 PM [Ramandeep] Ok sure, we can proceed with the upgrade for you. 07:06:31 PM [WING] Let me know anything needs my follow up. thanks 07:07:01 PM [Ramandeep] Sure, no worries. 07:07:29 PM [Ramandeep] Can you confirm the 4 digit code that I have sent on [protected] via text? 07:08:21 PM [WING] 1245 07:08:55 PM [Ramandeep] Thank you very much for confirming that Wing. 07:09:30 PM [Ramandeep] These are some points related to the plan: If you reach your data limit at any point during your bill cycle, we'll pause your data access to prevent you from incurring data overage charges. • To continue using data after we pause you, add additional data right from your phone by using My Account (app or web). You can also add data by responding to the text message we'll send you. Fido XTRA You can access Fido XTRA through the My Account App to get new deals and giveaways every Thursday. 5 Extra Hours of Data • Your Fido Pulse plan gets you 5 extra hours of data: 1 hour, 5 times per billing cycle. You can start a session once every 24 hours, even after we've paused your data. • You'll need to log into the Fido My Account app to start a session or check your usage. • You must be on the Fido network (e.g. can't be on extended network, roaming or Wi-Fi). Once a session starts, the 1 hour countdown can't be paused or stopped. • When the session is over, you'll get a Flash SMS letting you know the session has ended. Streaming won't stop though; you'll just continue using the data included in your plan. Sounds Good? 07:12:24 PM [Ramandeep] You haven't replied in a while, still there? 07:12:58 PM [WING] yes, am there 07:13:13 PM [Ramandeep] These are some points related to the $10 off for 12 months: We will add the discount to your account by your third bill. It will stay on your account for 12 months. You will lose the discount if you change your plan to a plan that is not compatible. Sounds Good? 07:14:02 PM [WING] ok 07:14:13 PM [Ramandeep] Just to confirm we only offers the P30 in black color. 07:14:50 PM [WING] ok, noted and should be in 128Gb. 07:15:48 PM [Ramandeep] Yes that's correct. 07:15:57 PM [WING] Great. 07:16:07 PM [Ramandeep] Allow me few minutes to change the plan and will send the order for the device afterwards. 07:16:20 PM [WING] Noted and awaiting 07:16:55 PM [Ramandeep] Wing, there's quite a bit of information to go through before we continue. Take the time you need to read and let me know if you have any questions. :) I'll be happy to answer them. You'll receive your order in 3 to 5 business days. Most customers in the Greater Montreal, Toronto and Vancouver areas will receive their order within 2 business days. Your agreement will start now and we'll send you a copy of your service agreement. Your subsidy is associated to a specific plan category and it's good to know that downgrading your plan category will incur fees. Your satisfaction guarantee is valid for 15 days from the shipping date. Between 16-365 days, you can return a defective device in a participating store for diagnosis or repair. We'll send you an e-mail to confirm your order, another with the info related to your phone such as your proof of purchase and another one with the tracking info. If the package includes a new SIM card, you can activate it through My Account. If you wish to pay anything else, other than the device, we will need to take a separate payment. A $35 Transaction Fee, any existing subsidy balance (if applicable) and applicable taxes will show on your next bill. If your invoice is triggered the same day as the transaction you will see a credit for your phone payment on your next invoice and the phone cost on the following invoice when the handset will be shipped. You can review this info later by visiting the Fido Community at http://fido.ly/2k4VcvR Can I confirm the delivery address with you now? 07:18:43 PM [WING] yes, please 07:19:40 PM [Ramandeep] Is your current address is: 102-XXXXXXX ST COQUITLAM BC 07:20:05 PM [WING] Bingo 07:20:34 PM [Ramandeep] Ok perfect allow me couple of minutes to finish the upgrade for you and will get back to you once done please stay connected. 07:20:46 PM [WING] ok 07:23:17 PM [Ramandeep] These are some points related to the 2gb data bonus that is offered with the plan as the plan comes with 5gb+2gb= 7gb: We will add your data bonus to your account by your second bill. You can keep this bonus as long as you stay on a plan that is eligible. 07:23:40 PM [WING] ok 07:24:44 PM [Ramandeep] Alright perfect. 07:25:20 PM [Ramandeep] The plan has been changed and now will send the order for the device. 07:25:54 PM [WING] Great 07:30:28 PM [Ramandeep] Thank you very much for your amazing patience Wing the upgrade has been done and you'll get an email confirmation in next 24 to 48 hrs also you'll see the change in your next bill as well. 07:31:15 PM [WING] Great and if there is anything I have to wait further?? 07:31:30 PM [Ramandeep] Well, that's all. 07:32:04 PM [WING] Great with may thanks. 07:32:29 PM [Ramandeep] You are much welcome:) I want to congratulate on getting the new device! 07:32:35 PM [Ramandeep] Is there anything else, I can do to make your experience with Fido even better? 07:34:16 PM [Ramandeep] You haven't replied in a while, still there? 07:35:14 PM [Ramandeep] I know time is very important; it's okay if you have to go, but I'll have to go as well to assist other people. Let me know if you're still online. 07:36:36 PM [Ramandeep] It seems that you're busy because I haven't heard from you yet. Therefore, I have to close this chat. I've left clear notes in your account so feel free to come back on the chat and we'll be glad to continue where we left off. Thanks for using Fido!
                      02:50:05 PM [WING] Unquote
                      02:50:44 PM [Daniel] Thank you.
                      02:53:54 PM [Daniel] I am currently working on the exchange process and documenting everything so there will be no further troubles, thank you for your patience and assistance with this.
                      02:56:46 PM [Daniel] Is the shipping address for the phone you wanted still

                      102-XXXXX ST
                      COQUITLAM BC

                      You will receive an email notification once we ship the device. You will also receive your order within 3 to 5 business days.
                      02:57:23 PM [WING] Yes, mailing address is correct.
                      02:57:27 PM [Daniel] Thank you.
                      02:57:46 PM [WING] Let me know how to deal with the current package P30 Lite??
                      02:58:51 PM [Daniel] You have 10 business days to ship the original device, or we will bill your account for its full value. Please use the return waybill included with the new device. Please make sure you include the original box with all of its contents (phone and accessories). Keep your SIM card.
                      03:00:02 PM [WING] By the way, just want to make sure
                      03:00:26 PM [Daniel] I'm on my side going to send a case off for the Back Office Team and explain the situation, the phone you got and the phone you originally wanted, once the phone is at the fido Warehouse and fido receives it they will make any adjustments and ship you the Huawei P30 128gb model.
                      03:01:26 PM [WING] Great! I will keep the sim card provided and return the whole package by today.
                      03:02:00 PM [WING] By the way, please confirm that the re-send P30 should be a new one and not used one??
                      03:02:35 PM [Daniel] Correct.
                      03:03:25 PM [WING] In addition, realized that my on-line account is bearing 8Gb plan but am just able to use 7Gb data limit. Can you upgrade into 8Gb too to avoid confusion??
                      03:04:31 PM [Daniel] I will look into that after i'm finished with the swap, it's a bit of a lengthy process but i'm almost done. :)
                      03:05:22 PM [WING] Noted and awaiting. Thanks
                      03:09:37 PM [Daniel] Wing as I make this case, there are going to be charges and credits for the difference the price for the P30 Is $240 On the Small plan you are currently on. I do see the past representative quoted it on $0 So i'm going to double check the loyalty pricing and if not I will speak to my support.
                      03:12:02 PM [WING] Sorry, this is a done deal and am not going to pay anything extra!! Sorry about that. Let me know Fido's final before I take all necessary action taken!!
                      03:13:15 PM [Daniel] Of course Wing, i'm doing everything I can to get you what you were originally wanted.
                      03:23:28 PM [Daniel] Thank you for your patience Wing, if you did want to choose another model we can certainly do that but i'm afraid we don't honor the pricing anymore. If you would like what I could do is offer you a $100 Pricing off a different model on your current plan. for example the Samsung S9 Is $120 On a Small plan, if you wanted to exchange it for that then I could mention to have the $100 applied to that and it would only be $20 Or if you wanted to just fully return the phone you received you could do that as well.
                      03:27:40 PM [WING] This sounds really bad for Fido and not to fulfill a confirmed deal to a loyal customer. In this case, I will public and let the pulbic to give me a fair judgement.
                      03:31:00 PM [Daniel] I understand and really sorry to hear about this. Especially when you have been with fido for so long. I will send a full report to that agent so that he may be coached to prevent this form happening in the future, would you like me to set up the process for the return of the phone so that you may be refunded?
                      03:32:04 PM [WING] If t
                      03:33:46 PM [WING] If Fido admitted the fault, why Fido is not taking any responsibility. I have no interest to Fido internal affairs but my customer right only on all confirmed deal!!
                      03:36:14 PM [Daniel] Fido is only able to help in any way they can, we are not able to honor the pricing. I would certainly help you with that if I could to make this easier for you. The other options I could help you with is doing a full return of the phone, or you could look at getting another phone model and we can go over those options together I do not mind.
                      03:37:48 PM [WING] This is totally not a solution for a done deal!!
                      03:38:22 PM [Daniel] I understand these may not be the solutions you are looking for but these are the two solutions available.
                      03:38:56 PM [Daniel] I do want to help you throughout this process but these are the only options available since Fido is not able to honor the pricing.
                      03:39:05 PM [WING] Am just want Fido to deliver what was committed, very simply!!
                      03:39:46 PM [Daniel] I understand that.
                      03:40:31 PM [Daniel] But the solutions I have given above are the only solutions you could take aside form not returning the phone you have now.
                      03:41:55 PM [WING] NO, I will definitely not accepting th P30 Lite model to replace my preferred one.
                      03:43:26 PM [WING] Since my original plan which should be due on Sept. 28, am still holding my right to complete the old contract unless being override by the new one!!
                      03:44:10 PM [Daniel] Okay, then I would recommend returning it so it all can be reversed because how the return policy works is you have to send us the device within 10 business days, or Fido will bill your account for its full value.
                      03:46:49 PM [WING] Noted with thanks. Can you let me know which Fido dept. or contact person or phone number should I get in touch with for this complaint?? Thanks
                      03:48:41 PM [Daniel] That would be through me, I can explain it in the form that I am reporting the agent for this mistake. Their Team leader will receive it and pass it forward and coach the agent on it as well.
                      03:49:58 PM [WING] No, this is not the answer, I need this for media to get in touch with Fido direct and explain where is the customer right!!
                      03:51:09 PM [Daniel] Then you will have to hold with me as I speak with my support.
                      04:05:00 PM [Daniel] Thank you for your patience Wing, my support is looking into seeing what they can do to get the phone for $0 I really do appreciate this.
                      04:07:18 PM [Daniel] Still with me? :)
                      04:07:33 PM [WING] Yes,
                      04:08:50 PM [Daniel] Okay wonderful because I have some good news, I spoke with my support and they are going to put you on a similar plan to what you are paying now It's $70 with 6GB unlimited talk and text, this will bring the P30 Down to $0 Wing!
                      04:09:18 PM [Daniel] and then once that's done we can do the exchange process again.
                      04:10:26 PM [WING] Sorry, the original deal was 7Gb at same old price $65 and a new P30??
                      04:11:10 PM [WING] Please don't waste my time anymore and just let me know all the key contacts at once!!
                      04:13:55 PM [Daniel] I will let them know.
                      04:16:19 PM [Daniel] Okay wing, I have spoken to my support and a Supervisor is going to be contacting you within an hour. I'm just going to get everything set up for them. Can you please give me a number so that they can contact you please?
                      04:17:55 PM [WING] Sorry, am not interested at all to talk anything more. Either fulfill the confirmed deal or let me know all the key constacts, thanks.
                      04:20:46 PM [Daniel] The only option right now would be to have a supervisor call you back now i'm getting everything set up they are just going to need a number to reach you on so they can talk to you about the original deal.
                      04:22:18 PM [Daniel] They are wanting to speak to you.
                      04:24:08 PM [WING] Sorry, I have no time as am having a dentist appointment within 30 minutes. So I have to go now. If any good news, please email me [protected]@hotmail.com. thanks. Otherwise, I will have to contact all medias by tomorrow. Thanks for attention.
                      04:27:05 PM [Daniel] okay, I am sending an E-mail to my supervisor and they will fill out what they need to for the escalation. Everything is all documented.
                      04:27:54 PM [WING] Great, and thanks for all your help and effort regardless the final outcome.
                      04:28:51 PM [Daniel] Yes, I want to thank you again for your patience, I wish I could have gotten this resolved for you but hopefully it gets sorted out for you in the end, was there anything else I can help you with in the meantime?
                      04:29:24 PM [WING] Not at the moment, thanks. Have a good day.
                      04:29:49 PM [Daniel] Thank you Wing, you have a good weekend.
                      04:31:14 PM [Daniel] I want to take the time to thank you for choosing Fido! I really wish we could've found a solution to your satisfaction today, however, I hope that you have an awesome day nonetheless!

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                        RESOLVED

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                        • Fido's response · Sep 10, 2019

                          Hey Wing! Pierre from the Fido Social Media team here. I am sad to see that you weren't able to get this sorted out during our last interaction. We would love the chance to take another look into this and verify all available updates on your account. Send us a message on Facebook or Twitter and we'll be glad to check it out for you from there!

                          -Pierre

                        • Updated by Wing Chan · Sep 11, 2019

                          Hi Pierre, thanks for your response. Would you please send me an email message so that we can discuss further regarding my complaint under my email address [email protected] Sorry that I don't have account under both Facebook and Twitter.

                        • Fido's response · Sep 11, 2019

                          Hey Wing! Philippe here. :)

                          The best way to get in tough with us is via Facebook or Twitter. You can also find other ways to contact us here:

                          https://www.fido.ca/consumer/contact-us?setLanguage=en

                          Just mention that you posted on Complaints Board.

                          -Philippe

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