Fido Customer Service Issues

Hello, I hope you are well. I am facing an issue with my phone bill. I usually pay $70 monthly. However, in January, I unexpectedly had to stay abroad for personal reasons. Despite planning to return to Canada in late February, I stayed longer. I considered suspending my services until June for four months due to my prolonged absence. I attempted to contact customer service via chat but did not receive a satisfactory response. Consequently, I now have a suspended service amounting to $[redacted] for unpaid bills. My friend, who was away for eight months, only had to pay a $40 fee to stop their services. When inquiring about suspending my services, I was initially told it wasn't possible. I find the $[redacted] reactivation fee excessive for unused services. If only I had known I could suspend my services.

As a newcomer to Canada, I recently purchased a SIM card that was supposed to include [redacted] free international minutes. However, I was surprised to see a $92.50 charge for international calls to Sri Lanka, which apparently wasn't covered under the plan. The customer service representative explained that the country wasn't included, but I never received a clear list of covered countries when I bought the SIM. Initially, the seller only focused on making the sale and had me sign the agreement without a thorough explanation. Feeling misled, I unknowingly made calls to Sri Lanka and now face unexpected long-distance charges. I believe this situation is unfair, as my lack of knowledge was exploited and now I'm left to deal with the consequences alone.

Today, August 12th, I upgraded my device at the Wireless booth in Costco. The representative mentioned a $50 activation fee, but suggested I speak with my provider, which is you, as a loyal customer, to potentially waive the fee. I find this fee unjust since I have been a satisfied customer and opted to stay with your service. After contacting JACK, I was referred to a customer service representative who ultimately stated I had to pay the fee and offered no further assistance. This resolution left me dissatisfied and wishing for a better outcome. The suggestion to self-serve does not apply as I had already upgraded and am committed to your plan. I urge for reconsideration of this fee based on my loyalty as a customer.

Hello, my name is Suela Mangelli, a Fido customer residing at 60 Gowan Avenue, Apt. [redacted], East York, Toronto, Canada, M4K 2X9. Recently, I received a Fido Bill dated July 28, [redacted], with charges amounting to $[redacted].36, including a hardware device charge. My mobile account number is [redacted]32. On the bill, there are Hardware charge credits before tax of $1,[redacted].91 and HST of $[redacted].50 associated with the hardware. I only possess a Samsung 21 Plus, which I am paying for monthly based on my Fido contract. I exchanged another cell phone for this, which was returned via mail almost two months ago. I followed all the advised steps to return the device, and it was picked up by the mail courier from my apartment. I expect this matter with the missing device to be resolved promptly and without inconvenience. Your cooperation is appreciated. Thank you.

On Monday, August 16th, I visited Fido in Stratford, Ontario. As an existing Freedom Mobile customer, I sought a new plan, which the staff assured me would be simple. However, it's now Wednesday evening, and my phone number is still not working. I request a refund for the hookup fee. After enduring calls to both Fido and Freedom Mobile, I was left without a solution. It's been a frustrating experience, especially since I had to take time off work to resolve this. I demand a refund and plan to seek service elsewhere due to this poor experience. Please address this promptly. Moving from Guelph to Stratford, I never expected such a disappointing service. Thank you. - C.B.

I have a query about my phone bill. My number, [redacted], was deactivated since October 26, [redacted], when I traveled to China due to the pandemic. I plan to return to Canada on February 26, [redacted]. Despite being in China, I received bills - one for $86 in October and another for a new iPhone monthly plan, which I did not request. I never changed my plan or received the iPhone as mentioned in the recent communication. I urgently need this matter investigated and the charges revised. Please contact me via email at ([redacted]). Thank you.

I am puzzled about the 10GB data usage shown on my bill when I have not used any data on my mobile. I inserted the sim on December 24th and did not use it until December 26th when I only connected to wifi. Even the staff at your Downtown Nanaimo store confirmed minimal data usage of a few kilobytes. I rely on data for navigation, and it's frustrating not to have access as indicated. Furthermore, receiving a bill of $46.24 within just a few days seems unreasonable. I kindly request that this issue be resolved promptly.

I am attempting to switch from my current wired connection to a wireless connection on my router to download an app. However, I am having trouble inputting the correct password at [redacted].[redacted].0.1. I may have to reset the password since I cannot locate the new one. Even though the modem has a passphrase on the back, it is not working. Interestingly, I do not receive an error message when entering the Username.

Hello, I use Fido as my provider, and I recently paused my plan for three months while I travel abroad. I noticed that despite this pause, I am still being charged a monthly fee to retain my number. I am facing issues with the Fido app not working and not receiving any messages, which is essential for me at the moment. I need to be able to receive SMS messages from my number. Could you please address this matter promptly? I would like to inquire if it's feasible to activate my number temporarily for a day to resolve this situation.

Hello, My name is Laya. I had a family emergency in March and had to return home. I have been paying my monthly plan charges of $56.50 in April and May. However, in May, I made an international call which resulted in an additional charge, making the total $92.10, which I have already paid. For June, the estimated bill is $[redacted].11, which includes a charge of $[redacted].01 for June and an erroneous charge of $92.10 from the last bill, which I had already paid. The bill also includes roaming charges that I did not authorize since I have a separate SIM for my domestic use. I am currently unemployed and cannot afford these extra charges. The bill is due on the 17th of June, and I would appreciate it if this could be resolved promptly. Thank you.

I recently purchased a new SIM card from London Drugs but faced challenges during the activation process. London Drugs redirected me to Fido for activation, where I encountered issues online. The system required details from my old SIM, which is inaccessible as my phone is stolen. Unable to resolve this online, I contacted Fido, assuming I could activate it with their assistance. However, I was informed they no longer activate Sims via phone and suggested visiting a store with ID. Unfortunately, my wallet with all identification was stolen, rendering me unable to access accounts due to two-step verification. Activating the SIM is crucial as it would allow me to recover important documents stored in my phone, aiding in bank access, tax purposes, and school registration for my child.

I recently had my phone stolen, which caused a delay in accessing my mobile money wallet to pay off my previous loan. I bought a new SIM card with my details on it and updated the information with my new phone, but the system is not allowing me to apply for a loan. I previously contacted customer service about this issue, as it was not my fault that I was unable to pay on time due to the theft. I have a history of being a loyal customer who usually pays on time, with only one previous delay. I hope you can understand the circumstances, forgive the delay, and reconsider my eligibility for a loan.

I have attempted multiple times to cancel my cellular account with Fido. I no longer want any Fido services and need to cancel immediately due to overdue payments. The two numbers linked to my accounts are [redacted] and [redacted]. I called in October [redacted] to cancel and after waiting on hold for three hours, my request was not fulfilled. I now fear being sent to a creditor which is unacceptable. This conduct goes against my rights as a Canadian citizen. Please cancel all accounts associated with Kirsten Dales promptly. I am deeply disappointed by this experience and will share it with others. Bogus

My family has been with Fido for over 15 years. Recently, my 17-year-old daughter who was on our plan passed away on January 5th. We want to keep her Fido number active as it helps us feel connected to her. Even though she won't be using it, it's a way for us to remember her. We've been loyal customers for about 20 years. Is there a special deal or option available to just keep her number active? We appreciate any assistance in this matter. Thank you.

Dear Sir/Madam, I am reaching out to address my concerns regarding the recent invoice I received from your company. I have observed a roaming fee on the bill that seems unwarranted. On June 6th, my phone was in Vancouver, making it impossible for me to utilize roaming services. I am kindly asking for a thorough review of this discrepancy and a corrected invoice promptly. I would be grateful for an explanation of this charge along with an updated bill. Thank you for considering this issue. Sincerely, Vicky Liang

My husband, Y.G., the account holder for [redacted], traveled to China on June 20, [redacted]. Upon arrival, he discovered the data roaming service was active, so he switched to a local SIM card. After contacting FIDO on June 20, [redacted], the agent promised a refund for any roaming charges and requested a follow-up after receiving the July bill. Upon reviewing the July bill, I noticed: 1. Multiple data roaming charges on June 20, 21, 22, though the card was removed on June 20. 2. I seek the removal of the charge on June 20, as agreed by the agent during the call, with interaction ID I[redacted].

Hello, My name is Josephine Chibuko, and my phone number is [redacted]. I've had my line for about a month, but I've been experiencing issues with connecting to the internet without using Wi-Fi. I live in a basement, and my regular calls and WhatsApp calls are not clear unless I go outside. The network works fine when I'm not in the basement. I'm a student, and it's crucial for me to have reliable internet access for my work. I've spoken to an agent, but due to service fluctuations, they had trouble hearing me clearly. My phone is in good condition and doesn't have connectivity issues as confirmed at your Bramalea City Centre office. I am on a monthly payment plan. Thank you.

As an international student, I arrived in Canada on April 24, [redacted], and was given a Fido SIM card by my agent in India. Despite having not used the SIM card since my arrival, I was surprised to find a bill ready in my spam emails. I do not wish to continue receiving bills for services I have not utilized. As a student, it is financially challenging to be billed for services not used, especially in a foreign country. Please assist me in resolving this issue promptly. Your help will be greatly appreciated.

Hello, I suspect there has been identity theft or cloning of my phone. I have contacted your customer service representatives who have been professional in handling my case. I have noticed discrepancies in my location history on Google Maps, showing me in two places in Steeles, which is accurate, but also in Newtonbrook West on October 3 of this year. Can you verify if that location is accurate? I need to report this to Google Maps to address my concerns. Thank you. You can reach me at [redacted], but please reply to my new email address as I am unsure about the security of my Fido email. Thank you.

I was charged $[redacted].00 for roaming on my last bill. I was in Europe from Aug 29th to Oct 2, [redacted]. I used a 200GB sim in my work phone to Hotspot from my Samsung A71 Galaxy and used hotel WiFi. I have evidence of my cellular data usage and Hotspot usage. I did not use roaming on my Samsung. I refuse to pay these charges and will dispute it in court if needed. I am only willing to pay my regular bill of $72.80. It's frustrating that I cannot speak to a live person about this. Please remove these charges.