Fido Customer Service

I have been a Fido customer for approximately 20 years. I upgraded my phone and plan the other day and received confirmation emails for both.

I then received an email several hours later saying my plan had been changed back to the plan I had been using previously. I checked my account and saw that it was suspended. After 4 hours on the phone with customer service, I was finally informed that the transaction was flagged as fraud for some reason and cancelled and that I would have to go back online and place it again. I did so and saw that now the price of the device was over double the price as the promotion had ended.

Spent another 2 hours on the phone with customer service trying to get the deal I had locked in days before, however they told me I was out of luck even after informing them that if that was the case I would have to take my business elsewhere. Pretty crazy to be so loyal and then get treated with such blatant disregard, I work in customer service myself and this would never fly in my industry.

Fido is a worst cotumer services

-100 start worst customer service never again they no awnser phone bla bla and more garbage

I am giving one star because there is no choice to pick below one star or else it would be no star or negative. very bad customer service. I got my son (data and talk and text) and daughter (talk and text) on Fido. Month later I port my phone from other service provider to Fido that's when problem started. they send me invoice charging for incoming calls. I called the company which took hour and half. They acknowledge by saying when system generate invoice this type of mistakes do happen. They said it will be fixed. Nothing happened for 2 months and they abruptly disconnect all our 3 phone connections. My daughter walks to bus stop to and from home. Now suddenly she is without phone. We all know the crime rates are on incline in Toronto city. Very unsafe. Very unprofessional. I called them today again which took 1 hour and 10 minutes on the call with account services which she acknowledge all incoming calls are free. She also acknowledge that all incoming calls are free. She said let me transfer you to my supervisor who has ability to help you in terms of fixing invoice and phone got disconnected. I have to call again. This time again different person but acknowledge same thing earlier and told me that she will transfer me to supervisor. This time it took another 45 minutes on top of hour with her. Finally after over 1 hour and 45 minutes, supervisor came on the phone. This guys are trained to make you feel they are here to help you. He started negotiation what should be right amount I believe I should pay. My point is if you are right than why are you negotiating in the first place. No one wants to loose hard earn money. When I told them the amount I owe them should be 3 plans times plan amount plus tax is the amount I owe them as none of the 3 plans exceed the monthly limit any given time which they acknowledge. I spent 3 plus hours on single call and gave up. I have cell phone for 20 plus years same number. Never missed any payment any month and now suddenly all drama. Never ever again with Fido. Anyone reading it, TRUST ME. NOT WORTH A PENNY.

Do not go for Fido. They have worst customer service and they also lie. They should not be in the business.

This is the worst experience l ever had with a phone network. My monthly bill was supposed to be $40 per month, but they've always charged me an outrageous amount of a minimum of $120 per month. It's either one story or the other. The last one that irritates me the most is that l was charged for days of roaming that didn't work. No calls or messages was received and l was still charged for it even though l switched off my data cos there was no network on my phone anyway. No law says l must switch off my phone outrightly or l can't use my wifi because l have a career tagged on my phone. I called to cancel the service and it was another headache before it was done. I am disappointed. ?

Furthermore all your response is talk to us on Facebook or twitter. Why?? Because I guess at this point you'll take even bad comments because it's still advertising. So sad and pathetic. Can't wait until the competition comes in maybe in a few more years. By the looks of all your reviews I'm hoping the CRTC will eventually step in!!

Customer for over 20 years with Fido. I bought phone online like they promote. You pick the phone once you get confirmation. Didn't receive the confirmation so I called them Sima advised me that the system is down but I do remember seeing your two phones. I could only pick them up with confirmation emails. I Never received email so I went to the kiosk and was told my 2 phones went back because I didn't pick it up in 3 days. I advised them I'm still haven't received a confirmation email. Was told to contact the email company. (Really don't try to make me feel like I'm a dumb illiterate person when it comes to technology) I truly do not feel that the employees at Lougheed Mail Kiosk (Sima) have any desire to serve Coquitlam Clientele. They truly need to work in an environment where they feel comfortable with. Specially if you're having a problem speaking the English language work in an environment where they understand your English. Whenever you walk by the Fido kiosk the employees are so lazy they do not want to help you but yet Fido has about 5 employees doing nothing.. Try calling Fido 611 it rings and says your hold time is 3 hours or it says their not available. Fido pay your employees better so they care about your customers. Read all your reviews. Do you feel shameful at all?? Or, are you to busy working out your family issues. Truthfully I guess when the owners are dysfunctional(see the news) I guess that's why some of the employees they hire are dysfunctional. So sad to see your reviews so poor not just here but go read the website, trust pilot and the list goes on of how people feel about your customer service. I think you need to re-train your employees for customer service it will benefit you as allowed to losing your business to Shaw,kuddo and the list goes on.

I am struggling to get the issue resolved .third class company have a motive to loot money .from innocent Canadians , I have all recordings searching where to submit .but it's such a 3 rd class

The worst customer service ever they play with people's mind. It is very hard and complicated to reach them and once you enter to their chat profile they ask repetitive questions. I am so frustrated by their service.please make it easy to the people to solve the problem. Thanks

Fido ASK JACK is such a waste of time. Has never been able to resolve any issues. No help at all. When one requests for call back the call back time is scheduled for 2 days later.
VERY Frustrating and Disappointing

We (My wife & me) were fido customer for last few years ... a few days ago we both switched to Bell because of way better offer .In fact we got a promotion package on the Phone plan/Cellphone/Home internet /Fibe TV & land line.

Then all of sudden we got several calls from Fido "so called" Winback team , receiving an interesting offer and insisting to get back to fido. we accepted the offer and the Fido guy over the phone did all identifications /credit check and all registration stuff.

while we are waiting to get our new Phones & Simcards by Mail , we canceled Bell's supplementary package (required for promotion) , Then guess what....

Fido stuff didn't arrive update at all / couldn't reach them , called Fido customer service several times , left 2-3 note to send our Package ASAP.... ,then today some one from Fido called us and offer apologize for not being able to provide their promised offer and instead offered other plan or switching to Rogers which was way less than our Ex-contract with Bell!!!!

Really don't know what to say....this is just insane ... never seen or heard something like this..

Now we lost our Bell offer , have to return our cellphone to Bell in 3 days ,or have to pay huge penalty for not returning the phones , while didn't receive Fido Sim & Phone.


Based on my experience "Fido" runs on lies to people and held no responsibility to its promises and promotional offers...


This is obsolutely unacceptable way to treat customers.....

I hope someone from Fido will reach out to fix the issue ASAP.

I tried to speak with someone at Fido Solution about changing my plan and the Chat person was horrible. did not seemed to know the products and keep offering me even more expensive or or services without the once I needed. Impossible to to speak with someone and never receive a call or proper answer. I was with Fido Phone for over 20 years and they missed an opportunity to keep me as a loyal customer. Had no choice to change provider as I felt not appreciated as a customer.

I've been a loyal Fido customer for over 15 years. With three phone lines. My wife and son included along with mine. So approximately I've spent in the ballpark of $40,000.00 ( Forty thousand dollars).in the last two months I've been lied to, cheated and received the most incompetent help I have ever experienced from any company I have ever dealt with in my life. I'm 67 years old so I've dealt with a lot of companies in my time.

Received a call from Best Buy Mobile (a marketing group engaged by the Telcos) stating that I can keep my plan and for a small incremental charge, I would get a S21. I agreed. The next day, I get an email claiming that I signed up for a Iphone14 pro and the charge will be $77 per month. I called Fido and told them I was being scammed. The CS rep. said that there could have been a miscommunication. Told her that I was android user and have always used Samsung devices and my monthly data usage is 1GB so for me to switch an Iphone and a 40GB plan was absurd. She said she could send a ticket for the phone to be returned but my old plan would no longer apply and I would need to pay almost $30 more per month to keep my old plan. What a scam. I'm done with these phone companies. So tired of their shenanigans. Asked her to pull up the recording to show that I signed up for the Iphone and she went silent. Complete bait and switch.

Absolutely useless.
Rude, dismissive, accusatory, insults, and the old excuse of, "we can't do that for you because you didn't purchase it directly from us" Please tell me where is says that in order to receive proper customer service on a product or service, that you must purchase it from their store or website??? Don't buy your phone and service from Costco because you will be told that is a different kind of sale, do they can not address anything for you.... Seriously?????
Costco sells, it does not have any control over Fido products or services.
Ohhhj and they tell you not to switch to Rogers.... they claim they are the same, so the service won't be any better... hmmmm does Rogers realize that they are being linked in with Fido's horrible customer service? Fido may use Rogers, but they are not the same, if they were there would be no need for Fido, which is exactly what I told them.

Requested a call back for 4:30, they called at 7:57 and offered no apology until I brought it to their attention.I did not understand why I would need to pay a connection fee for an upgrade.The response I received was everyone does it. Well sinceI have to pay a connection fee anyways may as well look at another provider. Obviously does not matter to them.

Impossible to reach them. Always directs you to just jack. Agist! Then you go to just jack and it's a long wait and it disconnects you. I've been with Fido forever but I might just cancel if this doesn't get fixed

I recently upgraded Certified iphone 12 on my plan. I'm not happy with condition of it. The health of battery is at 90%. Online it says usually around 10 months it gets to 90%. I asked for a replacement phone which had battery health 84%, worse than the first one I received. It says on Fido ads like new or slightly used. This doesn't fall in that category. To me this is false advertising. Last person I chatted with Maria at Fido. I said phone should only have around 95%. I thought that was a fair solution. She said
Maria - Fido Specialist 10:15:47 AM ET
like new phone but battery is used
Maria - Fido Specialist 10:16:01 AM ET
like new the look of the phone
Maria - Fido Specialist 10:16:50 AM ET
when you says 95% is like asking to check phone battery 1 by 1
Maria - Fido Specialist 10:17:19 AM ET
you still can return it
I was not satisfied with her comments. According to her phone can have 50% battery health and still be ok. I have been with Fido for many years with 4 cell phone contract. This is leaving me unhappy still. I will have think of switching once my contracts are up.

I know we are a small fish for you as a customer but I would like to let you know that your system is terrible
Returned my modem thr next day after canceling my service and I was chsrged for 1 day rental
RIDICULOUS !!!

One month with Fido, two lines, and already planning to find another phone provider . Long story short, winback called offering me a good promotion, but the first month bill I was hit with a bill of 200 dollars!! I'm sad and mad at the same time because I spent 6 hours on phone trying to solve this issue and explain that my line is under a winback promotion.. but they don't care.. just putting you on hold until you loose patience! Going for another provider asap!

This company is honestly sickening. Been here for many years enduring their nonsense and am finally done with it. Random roaming charges when I have airplane mode on and roaming off, refusal to refund admitted errors, and a one-time-per-life refund of one roaming charge (yes - that means one day of a seven day trip even if they charge you every day). They have a policy that they won't do bill disputes after 30 days. I was out of the country and unable to call (so as not to obtain more of their terrible roaming charges) so I was beyond this time limit (by two weeks). I asked where I could see this policy and was told "we don't advertise this to customers," presumably to suck money out of us. I was awarded back the data that I already pay for and had randomly revoked in place of my $45 of incorrect roaming charges. Will be switching companies ASAP. Disgraceful.

I am customer of the fido. I have done payments online for a long time. Every time during login, Fido gives promotions , which appears as a separate window. So, to get access to my profile, I need to close this window 1st. A couple of weeks ago, I was logging to my account, and the promotion window appeared as usual, but this time, it was a mistake on the website, so I can not close the promotion window. Does not matter what you do it still stays in front of your account, and you can not close it. At the same time because I couldn't get access on my Fido account, I was not able to make any payments. I called Fido customer service. They told me this is on my end problem. I said no, it's not my, and during my conversation with Fido, I logged in from 2 different laptops and cellphone. The problem was the same. Finally, customer service told me that they will start an investigation and after will report me when it will be fixed. I was waiting for the result from them the result but no answer from Fido. 2 days ago, I got a message that you missed your payment due date and will be charged for that. Since I am in the USA right now on vacation, I dont have access to my profile. I called customer service and asked: why they didn't call, text, email... or anything else did to inform me regarding my login problem. They told me nothing was at your problem, so it was a problem on my end. I was so angry at them. As I mentioned above, Fido service is terrible. They had a problem, but they denied it and put this on the customer.
I didn't loggin to check what happened with logging problem yet. I will be home today and see maybe my login issue still exists and I am sure Fido will still says that this is my problem. I see it like that: you can't pay your bills online due to our website mistake, this is your problem with late payment. If you still cannot make payment because we did not fix this issue dont worry we will add some more late fees for you.
Terrible, terrible customer service!

Fido as a company does not care about you at all. They will give you services that are simple nicely stated services that suddenly everything they told you about what you are getting doesn't matter at all. They can give you some other random service and they will forcefully charge you for what they did not include in the service which is exactly what you had asked for and called for and they promised that was included. They are horrible and will treat you like trash at high level. But some of the people you will call are ok and nice they just don't have any authority.

Dear Fido Customer Service,
I am writing to express my disappointment with the prepaid card service I received from Fido. I have always been satisfied with the service provided by your company. However, my recent experience has left me feeling frustrated and dissatisfied.
On June 12th, I changed my mobile phone account to a prepaid card service before leaving Canada. I had contacted two of your staff prior to my departure just to make sure that the switching would be done as requested. My understanding was that the prepaid card service would allow me to receive text messages while I was in Hong Kong. Unfortunately, when I have not been able to receive any text messages since I arrived in Hong Kong on 13 June.
I called your customer service department a week ago to have this issue fixed. I was told that my prepaid card had not been activated and that the staff I talked to would activate it for me afterwards. However, up to now, I still haven't been able to receive any signal out of my sim card nor do I receive any text messages.
I tried calling customer service for prepaid card again, but there were neither options available that suit my needs nor agent that I could talk to for resolving the problem.
I am extremely disappointed with the level of service I have received from Fido. I expect better from your company. I am now requesting to cancel my prepaid card services.
Thank you for your attention to this matter.
Sincerely,
Christopher

I went in to Fido to upgrade my phone and the attendant Noom was so helpful. She showed me several options and phoned around to get the one I wanted . She is a definite asset to this company. Thanks Noom

After waiting one month called Fido today about roaming charges on my account the previous customer service employee apparently was not knowledgeable on how to correct problem. This morning after speaking to an awesome person Adam was able to correct my issue in five minutes which apparently was a very easy fix if you knew what you were doing. Happy Fido customer, you should have more employees like Adam thanks

Just had an amazing customer service experience with Arian at Fido. Hats off to you and thanx for taking the time.

David from the hotline was the best! 10/10

I have been a fido customer for the past few years and I have never had a problem. I just purchased a new phone and the young staff member (Noor) at the booth in the Lynden Park Mall Brantford ON was very knowledgeable and friendly. She was training another staff member at the time and her patience and explanation were outstanding. 5* all the way around

Nice experience over at the Dearfoot branch, shout out to Kale who made all the transactions easy & make you feel valued as a customer, this guy knows what he's doing. Fido has always given me good offers & services. Kudos!

I called Fido helpline no. today for my issues with some payment issues as I made my Phone Bills 2 month in advance, however I didnt know more about my Plan that Intl minutes doesnt include USA in my plan so very quickly Ms. Maria (Location Ontario) helped me resolve this issue by offering a compensation being newcomer in Canada. She was such a great help and quick in issue resolution. We need more people who actually listen and care to help customer understanding the reputation of company is associated with them.
Thanks you Maria. You were really a great help & kind :) keep up the good job

I called fido helpline no. today for my issues with internet gb , first 2 times i was asked to wait and got hunged up. Then my call was answered by John in vancouver location I1800488404 and i explained him my problem. He was such a great help. He looked up into best plans for me understanding my situation , kept me on quick hold but was amazing customer service rep. We need more people who actually listen and care to help customer understanding the reputation of company is associated with them.
Thanks you john . You were really a great help

Hi,
I am ur customer gurpreet gill I called to customer care and I got very good service the call attendant name is Daigreann. She is so calm and patience. She explained every step very peacefuly. I liked to talk her.
Thanks

Excellent customer service and support from Effie at the Montreal office. I have so much more confidence in Fido after speaking with such a friendly person. High five!

Really really helpful and kind-hearted personnel. I give much credit to a lady that assisted me today ?. Thank you so much! I'll be sure to make an angel out of the snow lol!

I had amazing costumer service! The two employees Prateek and Khaleel helped my family with no problems at all, they are great in costumer communication. We entered the store unsure and left satisfied. 10/10

So since May 12/021 I called to close my one of two internet accounts . Today I found out the first Rep didn't close my account . I just not got an email that my account will be closed by June 10/2020 , however they are closing the wrong account of the two internet accounts ! Mary was such a great Rep today. , but is closing the wrong account ! 3 phone calls about my account ! Why are people not great at listening! Now I have to call again !

alright, I dont know how to start this but, I just want to thank a sales rep. named (shout out to this guy and the manager (forgot to ask the name) who're very, informative, patient and helpful even if it was last minute. The guy was so nice and told me about whats happening and what not, he was also more than willing to lend us his employee discount if we want to purchase other items. I dont know about all the negative comments on the other side but we've been with fido for almost a decade now and there is not plan on switching anytime soon.. or never!

I've been reading some of the nasty comments about Fido. I'm absolutely appalled at some of the derogatory language. Who's rude? Anyway, I don't believe them. I've been with Fido for ten years and have had very few problems. Those were resolved without issue. As for those squawking about overages, try dialing *3337. I use it regularly to keep track of my data and airtime usage, so there's no excuse if I do go over. Otherwise, I don't expect Fido to babysit me. And as far as waiting to speak to a rep is concerned, I usually get right through. Occasionally, I have waited 10 or 15 minutes at most. Generally, my experience with Fido has been excellent.

I went to the Fido Booth at Yorkdale mall, the service was poor. The lady was not informed about products and had computer issues. I left and went to the Fido Booth in Woodbine Center. Trey was amazing! Not only was she professional, Trey took the time to explain products, options and general information. It's hard to find good customer service these days and I hope Fido values this great employee.

Had a rep call me and ask if I'm happy with service. I said yes. He asked if I could suggest any thing I would like to see. I said "Less cost" just kind of off the cuff. He said he could have someone from different department call me and review my current package and explore options. Great customer service rep called back. We discussed my current package and realized I was over using my data. It was determined that it was the phone. She offered me a $270 credit. She also suggested looking into my phone settings.

Just had the BEST customer service that I can remember. Unfortunately I don't remember the agent's name but she was so polite, thorough and extremely helpful in handling my situation (which involved an astronomically high bill due to a scam). She kept me on hold for a long time but checked in every 5 minutes to keep me posted and updating me on what she was doing and when she finally got me she was able to resolve an extremely complicated and stressful issue.

Overall I would say FIDO's services are ok - but this particular agent just raised the bar for the entire organization. I only wish that I remembered her name :(

But please do not hesitate to reach out to me for further details and information. I want to make sure the agent gets the recognition she deserves!

Been with Fido over 15 years never had problem with them.

Great service for sure, no idea why people are complaining. Seems like a lack of understanding on their part and a severe lack of patience.

Never had a problem speaking with any FIDO rep

Solid 8/10

Hi there I just want to comment about the customer service I received today when purchasing my new phone from wireless world north hill fido store.

Alexasandra did a great job in answering all my questions as well as provide exceptional customer service!

I hope i enjoy the service and the product

Been with Fido from last 10 years. Any issues I had over the course of time were resolved in a very reasonable manner.

Their plans suck, you say?

No doubt but at least Fido makes an effort to provide great customer service unlike the big 3.

Been with Fido prepaid since January 2000. Never had a problem with the service. Never had a bad experience with the staff. Most of the problems occur because people are not familiar with their plan,enter into a contract and use a credit card.

Been with FIDO since 1997 and to be honest I never had any problems, a few issues here and there but they came to a satisfactory end.

Only thing I don't like are the zombies calling 3 days after I missed payment, really?...calm down 15 years with you guys.

I'll give FIDO 7 out of 10.

New fido customer (2 phones on $56 plans).
First call to customer service.
Spoke with lovely girl from south of Ottawa.
Had 3 issues:
1)billing mistake because of computer glitch while 2nd phone being set up at purchase time (Future Shop) - fixed
2)set up visual voice mail plus - done
3)set up internet account login (2 phones on one account) - done
All issues addressed successfully and to my absolute satisfaction.

I find it ridiculous the number of compaints about fido representatives and customer service,i am a fido representaive myself. I have only worked her for 6 mths but I can tell all you people that you are way to quick to judge. ALL FIDO REPS ARE NOT LIKE THIS! I am an employee who prides myself on doing a good job and being able to assist my customers. I have never hung up on a client, I have never been rude to a client. I apologize if you have bad expierence with fido reps but referring to us all in a derogatory sense is not fair. You need to remember we are people just like you. We have feelings and for me to read this and see what people think is ridiculous. We like all you people have a job to do and we have rules that we have to follow. If someone came to your job and started telling you how to do wouldnt you get little angry. We dont judge you when you call in with questions or concerns, we do our best to help with the situation at hand. I have never personally had any complaints about my customer service skills and have had many people actually take the time to tell my supervisor how well I am doing. I goes to show you that every person is different every situation is different. Next time you post something negative take a minute to think about the person your hurting on the other side. Nobody like being insulted including us. Fido is not a bad company, no matter what company you deal with you are going to get irresponsible and uninformative reps but we arnt all like that. So please think before you post. Your talking about someones wife,child,mom, grandchild etc and for the record most employees are college/university educated so we arn't idiots and we are well trained. Some reps are just lacking some of the basic skills needed. But the rest of us are more than qualified to do the job right.