Fido Mobile

My overall rating

FIDO: IF I COULD GIVE MINUS OUT OF 10 I WOULD. TERRIBLE CUSTOMER SERVICE. TERRIBLE PROVIDER. IF YOU SIGN UP WITH THEM YOU WILL REGRET IT. YOU CAN NOT EVEN ACCESS YOUR FIDO.CA ACCOUNT TO VIEW YOUR OWN BILL THAT YOU'RE PAYING AND REMOVE THE EXTRA ADD...   +

FIDO: IF I COULD GIVE MINUS OUT OF 10 I WOULD.

TERRIBLE CUSTOMER SERVICE. TERRIBLE PROVIDER. IF YOU SIGN UP WITH THEM YOU WILL REGRET IT. YOU CAN NOT EVEN ACCESS YOUR FIDO.CA ACCOUNT TO VIEW YOUR OWN BILL THAT YOU'RE PAYING AND REMOVE THE EXTRA ADD ON-S YOU NO LONGER REQUIRE!! DO NOT GO WITH FIDO. WORST EXPERIENCE I HAVE EVER HAD. I'VE BEEN A CUSTOMER FOR 6 YEARS, THEY HAVE CHANGED. DO NOT SIGN UP WITH FIDO. THEIR CUSTOMER SERVICE REPS HAVE NO EMPLOYEE# ASSOCIATED WITH THEM, THUS THERE IS ZERO ACCOUNTABILITY TO DO ANYTHING TO ASSIST YOU. THEY WILL WASTE HOURS OF YOUR TIME FOR A SIMPLE REQUEST, LIKE " I NEED TO SEE MY BILL BEFORE PAYING IT" BY PUTTING YOU ON HOLD, LITERALLY "PRETENDING" TO DO THINGS TO HELP OR TRANSFERRING YOU TO SOMEONE ELSE UNTIL THE CUSTOMER SERVICE LINE IS CLOSED. HISTORY OF MY SIMPLE REQUEST TO VIEW THE BILLS I'M PAYING (AND HAVE ACCESS TO CHANGE THE EXTRAS) BELOW. KEEP IN MIND THIS IS JUST TO GET ACCESS TO SEE WHAT I OR YOU ARE PAYING FOR:

CALL #1) I can not log in to my FIDO.CA account. Even though I provide the CORRECT email address, CORRECT account number and CORRECT password, I can not login. I go through the "lost user name and password" process (even though I have not lost either), and your system says it will send me an email with instructions to reset. I DO NOT receive any email and check my spam folder...no email.

So I call your customer service line. I go through the same process with your customer service agent, who says he “sent me a text with info on how to reset”. I DID NOT receive the text message he claimed to send. So he says he "sent it to my email". I check my email and same thing, NO EMAIL in my inbox or spam folder. He says “well hang up the phone and wait 20 MINUTES MAYBE you'll get an email by then”. Frustrated I hang up and wait.
20 MINUTES later I DO receive an automated email regarding resetting my password. I click on the link and get the message "This link has expired please re-enter your account number and your postal code to begin a new request". SO I REDO THAT and get another email 2 minutes later, click on the link and it says "This link has expired please re-enter your account number and your postal code to begin a new request" again, same problem!!! I have been a FIDO customer for 6 years and so is my partner. It is a requirement that I’m able to see my bills before I pay them. Why am I SUDDENLY not able to access my account AND why can’t your customer service agents send me a simple text or email...? Is this an issue with the customer service agent? Or is this FIDO? My partner's contract is coming to an end at the end of next month. He will be looking elsewhere if this continues! THEY DO NOT CARE.

CALL #2) I then talk to a SECOND customer service agent who is unable to even send me my present bill info through email. She says she can only tell me VERBALLY through the phone…I ask her to verbally explain the bill and she is only able to account for PART of what I’m being charged. She says she’ll forward me to your IT support so I can get a written STATEMENT of what my bill entails. She forwards me to I.T. I was on hold for 20 MINUTES until I hung up, realizing that they close after 5 pm on weekends...she had transferred me at 4:57pm knowing I wouldn’t get through.

CALL #3) I talk to a THIRD customer service agent the next day, explain that I am getting no results from customer service and I ask him to put me directly thru to I.T. He says “well lets see if I can help you. Hold please” I explained the situation above with the other 2 reps in detail and said “please don’t put me through the same loop of not actually helping me. He responds “YA I'M PROBABLY NOT GOING TO BE ABLE TO DO ANYTHING TO HELP YOU, JUST LET ME FIND OUT, HOLD PLEASE..."…I'm put on hold (for 15mins) until fido customer service is closed. HUNG UP ON.

CALL#4) After much time explaining the above the new FIDO "CUSTOMER SERVICE" agent puts me on hold for 5 mins then I hear the phone ring and A ROGERS I.T. guy answers!!?????!!!!!!

I was transferred to a Roger’s I.T. support guy and he told me they do not fix FIDO WEBSITE ISSUES and that it was an issue for the Fido customer service desk. I explained 3 FIDO CUSTOMER SERVICE AGENTS were not able to help me get access to my Fido.ca account. Please escalate this issue so that it is actually taken care of. As a customer I have a right to login to my account so I can make necessary changes and read my bill statements! THE ROGERS I.T. GUY HELPS ME BY SENDING ME VIA EMAIL A COPY OF MY FIDO BILL.    -