Fido
Reviews and Complaints

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[protected]

since 25. Nov. 2022

And

Customer care not picking phone ,। Continue call 1 hour but waiting only nobody pick-up the call ,। Very bad service

gurbir singh

h3n2v8

Tried to fix my problem on line unsuccessfully.

Tried to fix it with Jack.

Chat said I needed to speak with a live chat but none was available and to check back later.

Phoned customer service. Has been close to 1 hour and 30 mins waiting to speak to someone.

Went back on line to see if I could have a live chat. Has been almost that long a wait again.

Worse customer service I have had.

When I contacted Fido customer services, the representative made the offer: changing my current plan but apply $25 credit for 12 months. However, when the bill came out, there is no credits applied and actually made my whole bill $30 more expansive and much less data.

When I called their customer services, the representative passed the buck around among different departments, and no one can offer any advice to tell me why is the issue and how to fix. I've been putting on hold for many hours, and no one could offer any help. After putting customers on hold, the reps. are just disappeared. Being a loyal customer for more than four years, this is not the service any customer should deserve.

I called 13th September 2022 because I received an abnormally high bill and was told that my banking info was changed and the payment bounced back. I had been with Fido for over 13 years and never changed my bank info and all my cards are up to date. I was given the last 4 digits of the card updated on my file without my permission and a number that doesn't belong to me. Clearly someone at Fido made a mistake with an unauthorized access to update my bank information without my consent or authorization and the card number is unknown to me. When I called in September, the agent understood and corrected my account and removed the extra charges and I paid all that was owed accordingly. My bill payment also went through on 23 Oct 2022. Now my recent bill is showing an abnormally high amount again. I called today 14 November 2022 and stayed on the phone with agent Sheveta, id # [protected] for more than 2 hr 20 minutes and nothing was resolved and she insisted that it might be with my credit card. This is totally impossible as my TD credit card is fully active with a credit limit of $5K and O use this card only for my Fido bill pyt. I requested a Supervisor callback but was told I was 7th position in the queue and have the option to wait for a callback. I wasted so much time on the phone already today and this has affected my work. I cannot afford to waste anymore of my work day for a mistake that Fido did on my account. My invoices looked so messed up and I am unable to make any sense of this mess. This is totally unacceptable to be having such a hard time after being a loyal customer for over 13 years. I request my bill to be corrected accordingly and all double charges or late or returned fees waived asap. I am a cancer survivor and already deal with so many health challenges on a daily basis and cannot take any more unnecessary stress for some mistake on Fido's part. This is totally unacceptable and shameful. Please help. I will definitely change provider in the future. Thanks.

Sheetal Ramkissoon, [protected]

So i bought phone on contract in 2020 but i lost it in 3 months and as I didn’t had any insurance so they refused to help so rather than paying whole thing i bought another phone by apple and was still using fido sim and plan.

And after 2 years of being a loyal customer today they sent me the bill of $617 for next month and when i called them to enquire about charges they said the Long distance 1000 mins free got expired last month so here is charges for this month.

But i get 100’s of texts about my internet usage, plans and contests.

If they can send those messages why didn’t they send me the alert message that am getting charged or your plan is about to expire like any warning or heads up.

They fool the customers by not informing them the right info.

I told them that my dad is really sick and sm going India next week and i can send you thr medical documents or even tickets if you think am lying because he is very sick and i just made calls to india to see if he is doing okay and as it was pandemic which is still not over yet, they should try to be more kind and sensitive about people’s situation as due to pandemic everyone was stuck and now am finally gonna meet them after 2.5 years and they charging me like $617 for nothing but the profit they wanna make no matter what the situation is.

Its really sad and disheartening of being a customer to the company that really never care about it’s customers.

I have been a long time Fido customer. I even left for Telus once and came back but their customer service is horrendous. I used their lackluster "Ask Jack" platform and had a terrible experience. Once I connected with an actual agent, after all the prompts, it still took over an hour and a half to resolve my simple issues. I had two reasons for contacting Fido: cancel Fido Roams and unlock my account. I had entered my password incorrectly a few times and got locked out. The agent on the platform left me waiting for an hour to resolve the first issue (Fido Roams) and then when I asked about the second issue I was given copy and pasted instructions on how to REGISTER my account. My account was clearly already registered. When I called Fido to complain about my experience they said there was nothing they could do and apologized for my experience. Then they offered me a preexisting phone plan that was being offered regardless of my calling in to complain. So they offered nothing but a useless apology. Thanks for wasting my time Fido and reminding me why I left the first time.

Side note: If a Fido agent responds to these comments please do not recommend contacting you through social media. I do not have any. Also what is the point of saying that you will email the "Ask Jack" transcript and then never do it. It has been 2 weeks and still no transcript.

This happened September 15, 2022.

Long time customer, sudden major issue, forced to change providers

September 15 2022

I have been a customer for 14 years, love the customer service until today.

About 6 weeks ago I was given notice to call in as I was overusing extended service. I called. The agent said it must be a misnomer and that all was well and not to worry. Great.

Today without as much as a text, a call or an email my service went dead.

I am living on a boat access only property and having no phone could mean a safety concern if I run into trouble.

I called in from my bf's phone (who is also on Fido and has no issues), they passed me to the Loyalty department.

JORDAN from Loyalty said there was absolutely nothing he can do and that I needed to go to another provider.

He also said that even though I was not given warning and had no service today he would not issue me a credit even for just the day!

WOW honestly. I am appalled by this lack of service and compassion.

I bought a new phone from fido made a contract with fido regarding my monthly bill payment and my month device payment ,

My monthly plan was 45$ + Tax

and monthly device payment was 25 $ + Tax after applying the fido promotion ,

They committed that they will be providing me with promotion monthly till the end of 24 month contract,

Now just after the end of 1 month they have started to charge me 39$ and something monthly.

I have talked to the customer care regarding this they always say that we dont have any notes that it would be 25$ after promotion and I even showed them the contract I signed with FIDO, and they always ask me to visit the store from where i bought the phone , the store is approx 20 kms from my home and why should I visit the store,when i have made a contract with fido and everything is on my profile.

My details are :

Name : Pranshu Mittal

Ph No: [protected]

I recently had a chat with a customer service, and it took me 10 minutes to connect with the specialist, however, the specialist’s attitude was rude and condescending. She kept saying “I can’t hear you and have a good day.” Given that I was using my home phone, and it is very surprisingly that the specialist cannot hear anything. I am certain that I didn’t mute the call. In the second attempt my mother decided to activate her phone number, so she dialed that Mandarin service line. However, the other agent answered the phone number saying “your phone number is a prepaid number so there’s only English and French service.” Later, my mom transferred to Mandarin service line and Fido responded my mother that we have to wait for an hour. I have to say, the overall customer service line is very disappointing. In particular, the discrimination for Chinese service line. Back in 2019, my mother and I decide to use Fido because of “Chinese service line.” Unfortunately, we have to leave Fido because of poor service.

Good morning,

FIDO account: [protected]

Below message was sent to [protected]@likewize.com and to [protected]@hotmail.com as a separate email.

I am taken aback at the apparent lack of communication between FIDO, Likewise and LG electronics and the lack of internal customer support in resolving this matter in a timely manner. Please let me explain the chronology of events with supporting documentation attached.

Some time in late April, following a request to FIDO to get my cell phone repaired, I received a courtesy phone.

On May 19th, I received an envelope (see attached) with my repaired phone and instructions to return my Samsung courtesy phone. The instructions indicated to attach the “enclosed” return label on the envelope provided, however NO return label was included. I therefore called FIDO customer service and they sent me the attached return label (Likewize Device Pro 4150 Mainway, Burlington, ON). The next day, on May 20th, I attended the Orleans Canada Post office to return the phone ( see Canada post receipt attached).

To my surprise my June FIDO bill came with a charge of $300.00 for the non return of the courtesy phone. On July 20th, I accessed the FIDO on-line text feature “Jack” and spent 1h06 minutes texting with an agent to provide all the necessary information to track down the phone (see attached copy of conversation). I was informed that my account would be adjusted in a few days.

Today, August 17th, nothing has been done to address this issue. I contacted Rachel this morning at 9:30 (Interaction ID # I1872959273) and was told to contact LIKEWIZE to track down the phone.

I have copied all of you on this email. I would be extremely grateful if you would take appropriate steps to resolve your internal miscommunication to determine where this phone is. This is not the customer’s responsibility. I have followed the process and fulfilled my obligation.

As a clue to this confusion, it might be helpful to note that the address on the envelope in which my repaired phone was included comes from LG electronics in Markham, ON ( not Likewize). Is it possible that FIDO emailed me the incorrect return address (LIKEWIZE) when the courtesy phone should have been returned LG electronics?

Attached you will find:

- Envelope I received from LG electronics with my repaired phone and instructions to return courtesy phone (no return label included)

- Label received by email (see email attached) from Fido/Rogers to return the phone to LIKEWIZE

- Canada Post receipt dated May 20th confirming return of courtesy phone

- Copy of my first communication with on-line FIDO rep providing requested information to resolve the issue and adjust my bill

Please make the necessary inquiries and arrangements to adjust my bill. I consider that I have fulfilled my responsibility as a customer of FIDO by following the proper procedure and providing the appropriate information on two occasions. Now, I expect FIDO to fulfill their responsibility to support me as a loyal paying customer.

Thank you

Marie-France Dedieu

1709 Hunter’s Run Dr., Ottawa, ON K1C 6Z4 – Cell: [protected]

tarjinder kaur

Dear All,

I have purchased Samsung S 10 handset worth CAD $ 900/- from the fido provider on 18 may 2020 (Cell no. [protected]) paying the full amount to the fido store manager Surrey B.C location Ravi - below is the e transfer copy. Please check with fido the EMI number and other details I have the screen shot of sign in account which was created in june 2020, since the phone was taken back from me, but i have the e transfer copy under store managers name. The handset turned out faulty within one month of purchase, when i reported the same to store manager and fido providers (below is the chat history) they said its samsum was is at faulty and not a provider. My concerns are as follows:

1. As the customer, what are my rights if I am not satisfied or give a faulty product that was under warranty but no support was given by the provider or manufacturer?

2. Who would be responsible to pay off my money?

3. What is the compensation for the stress given to the customer?

4. Handset was given back to the store manager. And he gave me an apple phone on a 2 years contract enclosed is the contract. He has taken the handset back and promised to give me $900 credit in my billing, but no credit was given and no call from fido, in this case, can I sue the company and ask for compensation?

5. Also, I tried calling Samsung and they advised me to call the service provider and try to solve the issue with them. Doesn't the manufacturer responsible for not providing customer support for the under-warranty phone?

Hello,

I am writing regarding the outage that occurred in July 2022. This affected all Rogers and Fido customers for a span of few days.

While we are now offered a few days worth of credit, my issue is a little bigger. I was traveling during this time and completely reliant on my phone to keep me connected with family, friends as well as my business contacts, which was part of my reason to travel.

I am requesting that Fido waive the bill for the entire month of July as a show of good customer relations as this has not been managed with enough care.

I called on Jun11 at 9:13 am (PST) and spoke to Adekunlee. I was trying to get a long distance phone call charge I received from Amazon call back station reversed. Adekunle went through all possible security questions including the last 4 digits of my driver’s license! He then proceeded to take over 30 min to go through my account only to come back to say he couldn’t reverse the charge.

When I tried to request to speak to his supervisor or manager he started to indicate they wouldn’t be able to do anything for me & started to sell me a long distance plan!

After another hour & a half of waiting on the line to speak to the supervisor, no resolution was provided. After 2 hours, I’m still on the phone waiting and being told I’m next on the line for the past 30 min.

I had been a customer of theirs when the company first started, but left for a few years to join Virgin after experiencing a decline in customer service. I had a similar situation occur (re. Amazon Charge) when I was with Virgin & had no problems getting the fee reversed. After a couple of years there I thought I’d return to Fido to support a Canadian company. To my dismay, this was the service I received. It was horrible. I’m now planning on leaving again.

For the past couple of weeks I have been unable to access my account details online even though I can sign into my account. Instead of the account details all I get is a message pushing Fido's Prepaid Service Plans. I believe this was done intentionally to push customers on to one of their monthly recurring prepaid plans. While I am currently a prepaid customer I renew manually each month and have no interest in going on one of their recurring prepaid plans. All I want to do is be able to get my account details showing what calls were made, received and balance available on my account. Right now I can not get any of these. Their false excuse, when I do get through, is that they on working on restoring service. It does NOT take two weeks to restore service.

I was on travel for few weeks. As per FIDO roaming , $15/day is charged when user receives call or sends SMS on international roaming. However, I was charged $15 even when no call/SMS was done for the month of May 2022. Also, there is no intimation when such a charge is done. Very Dissatisfied.

In the prior bill of April 2022, the billing was OK.

Fido provided me with a connection in 2020, and they told me that this was the finest option they had. I signed up for it, only to discover later that the plan I chose has an expiration date. I purchased my SIM card at one of your FIDO locations at Fairview Mall. Shiv, an associate, was present at the time and assisted with everything. However, on June 1 2022, I requested assistance with my bill (high charges). Before, an employee named Bhavna/ Bhavya spoke with me and stated she could only waive the charges for one day for $15, but the guy from the loyalty group indicated we might not be able to because she was a junior and didn't understand what she was saying. Furthermore, the association with a loyalty group named Johnny as what he told was really impolite. I work in customer service as well, and if you can't deliver on what you claim, what's the sense of being a loyal Fido customer? I told the person on duty to inform me of the dues so that I may pay it off and get rid of it. And he was obnoxious. Fido, thank you for providing the worst service possible. Have a wonderful day.

I was told I have a 1000 minutes international call to ANY country but when I use it I have to pay for the service that was already included in my package. My April 2022 bill have an extra charge of $92. To crown it all, the customer service is very poor. Please don’t go near them if you value your money. You have been warned.

The company overcharge me when I when on vacation, such scammers, I find the same plan much better in telus #fidosucks

I called customer service today April 15 2022 several time in the morning around 9:30 am until 11 am

1: I was placed on hold several time music playing in back ground

rep never told me put ,me on hold

2; then he never came back to call

3: asked for 5 pieces of id then said it not me on file /

4: I said its impossible i have the same account for over 1 year

5: advised \I am a student with a disability low income

6; reason for my call billing issue went up by over 50.oo

7: for this in voice i always pay 41.oo per month

8; had to call 4 times never received proper care for mu issue

9; advised require same billing up till end of this year

10: I am a full time student with disability can t afford any increases

11: I asked for credit because i had called over 4 times and never received any help

12: still waiting for a call back with proper resolution

13; I have been calling fido for the past 6 month every month because billing is never correct

14; and this is time consuming for me as a disability takes away from my studies and grade have been affected as a direct result of constant calling