Fido
Reviews and Complaints

I've been with Fido for over 6 years when Bell gave a better offer. One week after signing with new provider Fido contact me and offered me a very nice deal and I said: "yes, I want to go back to Fido.".
Then nothing happened. I have called Fido few times but it looks like no one is able to proceed with my request. It's been a while waiting for Fido to take an action.

I paid deposit while activating my new fido number they said that they will pay me back after a year I didn't receive the same and now when I am trying to het it back they are saying I didn't pay them any deposits while it shows me on my service agreement.

They are jus concern about that there system doesn't show anything like that but what about my service agreement which is still showing.

I am a long time customer of Fido. I received a message from Fido indicating that I was running low on minutes as I only had 460 minutes in total on my plan. I decided to upgrade my plan to unlimited minutes which I did on line as many of Fido sites indicated it should be done that way. However, when I got my bill I was charged over $30.00 extra for minutes that I used?. I called customer service and was told it was because I changed the plan and the old plan didn't cover these minutes? I was told that because I did this on line they could not reverse these charges. I followed their instructions and was still penalized. Companies that manipulate seniors should not be trusted in my opinion. I know it is not a large amount but customer service would not address this issue and told me it is always done this way. Very very poor way to treat a customer

I am a loyalty member for over 20 years and have referred over 6 customers during this time. I have absolutely never left Fido and now my plan is to leave.
I never get any discounts or deals as a loyalty member. But all I asked for today was to price match a Rogers promo with a Fido promo (same phone and same everything else exept the monthly price is much higher with Fido).
After what felt like 2 hours on the phone, the employee refused to pass me to a higher authority, I asked about 4 or 5 times to speak to Customer Care's Supervisor, and she denied each time. The excuses were that she could do the same as supervisor. But I know it was just to get commission or to not get in trouble.
2 hrs later the issue was not resolved and she even tried to offer me a much worse plan, by giving me less GB and charging me $40 extra dollars on top of my bill on a monthly new phone plan that should have been only $15 extra add on. I pay $45 and she wanted to charge me $90 and take away some of the benefits I already had for samsung S20 FE. 125gb. She said I would have to get a worse plan in order to have the phone. In the end she said it was fine if I want to cancel and close my account and move with another provider and there would be no issue if they lost a loyalty member to another provider. The whole entire time I was very nice and respectful as well. I am actually discusted as a Loyalty member how I have been treated today and the last 20 years. I have always paid my bills, never had issues on my side, and have referred more people than the average customer without getting any referral credits since they said they don't do credits anymore unless it is online referral. My payments are also taken out automatically so there is never a late charge. I have so much anxiety from speaking to them and dread having to speak to Fido for any matter.

Dear Sir,

Sub: Fido service for number [protected]

I had two mobile plans with Fido, after about a year in plan Fido offered a free Samsung tablet to me.

After the both mobile plans were over, they continued charging me 15 dollars tab for the tablet. I called them about 5 months back and they told my tablet tab is balance and i would have to pay it off for another 5-6 months. Since I was using the tablet at home using wifi connection, I requested them to send me a SIM card for data only plan. They offered me 3 GB data only plan for 15 dollars, whereas there regular data only plan was 4 GB for 10 dollars.

After I installed the Fido SIM card on my old phone, my wife continued using the phone and made some calls within Canada, surprising it was going. I was told earlier by Fido representative that it is a data only SIM card and it wouldn't allow voice calls.

Today on feb 4, 2021 I called Fido to check when my Fido tablet data only plan is getting over and discovered that they have charged me CAD $1235 (one thousand two hundred thirty five dollars) extra for voice calls (outgoing and incoming ) and texts within Canada. The customer represtative name of Fido was Kunal (employee no# 69258). I requested him to consider reasonable charges for voice calls and texts and offered to pay the amount of unlimited Canada wide calling and texting plan. He refused to consider that and told there is nothing he could do in this regard.

As the extra charges for voice calling / receiving and text within Canada is obviously several times higher than the normal rates, I feel they have just extorted the money out of my bank account through a registered credit card.

I request you to please look in to the case and resolve it at the earliest. Please let me know if you need any further information / clarifications.

Thanks & Regards,

Akshat Agrawal
232 Cougar Ridge Dr SW
Calgary, AB
Canada, T3H 4X2
Mob: [protected]

I am writing today about the worst experience I have ever had with fido. In November I was a victim of phone fraud, called fido help 5 times only to find I could not understand a word they were saying, fed up, finally got someone I could understand, went to the store to get new sim card and was told all was good by staff. Received my next bill, fido charged me a cancellation fee, a reconnection fee, long distance charges etc. It took me over a month of frustration, 6 trips into the fido store to finally get this straightened out, unacceptable! This pathetic experience cost me hours of time (my rate is $40/hr) loss of work hours, cost of gas back and forth not to mention the added frustration of this whole experience. I received emails almost daily threatening to cut my services (no communication with in your departments whatsoever). I received no compensation for anything even though the store manager said he would do something, (have not heard from him since) and just received another bill with an extra $30 charge on it for overage I did not do, again, unacceptable. My contract is soon over (thank God), I will never use fido or rogers again and will warn everyone to stay away from them both, if this is how fido deals with their long term clients, or any client for that matter, they should be shut down, just a bad joke!

Good day,

I hope you are doing great and everything coming on well with you?

I was thinking since the last time I brought this human error from FIDO that has dented my credit was brought to your account in /JulyAugust 2020 everything ought to have been resolved by now but to no avail as I have just be declined another credit because of this mistake of FIDO.

PLEASE, FOR THE UPTEENTH TIME, HAND THIS REQUEST TO AN EXPERT IN YOUR OFFICE FOR AN IMMEDIATE RESOLUTION AND COMPLETE REMOVAL FROM MY CREDIT RATING.

I have discussed this extensively with both Transunion and Equifax, both credit bureaus reiterated the fact that FIDO is the only organization that can correct this error made by FIDO.

If again, after this last email, my request for removing this late payment of 60-89 days late payment (which never happened) is not removed from my credit rating I shall be seeking appropriate redress in a court of law.

I have been with Fido since 1998, I never really had any problems till this year. I went to renew my 2 year contract and was expecting the same plan with a new phone, boy was I wrong first off I went to a location where they told me they could not access my account due to my ID being a different name, which by the way is the same ID I used to open my account in 1998. Which made me upset, then when I asked to see a manager the employee told me the "manager will tell you the same thing" to which I said you aren't even going to call him over. Again he said the manager would tell me the same thing. I left with no help. I called on my phone to be placed on hold for 30min. After speaking to someone that was useless and could not help, I asked to speak to a manager on the phone they said it would at least 45 min. After waiting all that time, I spoke with a manager and she looked up my extensive history, and told me the best she could do is give me a $45 plan and I would have to pay for a phone on top which would put me at $65-$75 after taxes. I explained I was not working due to the pandemic, and I could not afford a plan that expensive. They said thats all they could do. They said that it was the cheapest plan the have. So I shopped around and found shaw which is way cheaper. They have no respect for long term customers and when they sent me the last bill they did nit even include a invoice to actually show me the breakdown so they can charge me service fees to transfer over to a new carrier.

I am telling now leave FIDO and let them sink, they do not deserve your hard earned money, or any sympathy they are doing to them selves.

I have called Fido customer service many times. I left Fido 2 years ago. Waiting for my refund My phone number: [protected] My e-mail: ue.70 @ yahoo.com My address: 36 Santa Amato cres Thornhill L4J OE9 Ontario

I called fido customer service many times. I left Fido 2 years ago. I'm waiting for my refund
My phone number: [protected]
My email: ue.[protected]@ yahoo.com
My address: 36 Santa Amato cres Thornhill
L4J 0E9 Ontario

Fido charged me for overage data for $50 when we never do this. We have been customers of Fido since 2006 and now suddenly we see ourselves being charged for apps that we did not purchase and overage data that we never go over. I have tried to contact them many times. For the apps they have reimbursed me after many calls but for the overage data they still have not. They can't even explain what the overage data we went above. Their supervisor was supposed to contact me after verifying on their end, which he did so twice to let me know he is still investigating but since then, which was about 3 weeks ago, they have not contacted me at all nor reimbursed my money.

i ordered my samsung S10 phone on July 22nd after losing mine .
The agent told me they had certified preowned in stock and would i like to save some money that way.i agreed and was told 3 business days for delivery.
After 7 days I began calling to find out what was happening and was to
ld by several agents that the order had been read and it was at the warehouse.
On August 4th I called and was told there were none in stock and thats why i had not yet received it.
If not for the recomendation of your staff i would have ordered the new one and i would have my phone'.
Yesterday I changed my order to a new one.
In total thats 15 days without a phone, t
13 of them since I ordered my replacement.
Now I am being told up to 7 days for delivery.
I will be paying for a month of service that did not receive.
This whole affair has been causing me undue stress.
I am hoping Fido will do something to alleviate this

I came back to Fido (Win back offer) phone + device plan. Over the call it said a different finance plan for the device but in bill its showing up as higher price. Its just so frustrating to get it clarified with the operators even though calling them several time.
Every month I need to spend at least 10 hours to explain issue with the billing and about my credits.
They didn't keep the plan what we discussed over the call. I never expected this from Fido, with this type of customer services.
Now, they are saying we can't offer you what you discussed with our operators. I am in 24 months contract plan, so its really disheartening to still continue with FIDO. I was really satisfied with my previous operator which provided me better plan and service.
Really, I future I will never ever recommend anyone to opt for FIDO service.

Contacting Fido regarding the 2 phones I ordered I wanted to replace my two phones that I have so I was browsing on the web.As I was on vacation in Ontario, I received a call from your rep and I told him that yes I am going to replace my phones but will wait till I get home to Alberta in Aug.! or 12th he said that is not a problem he would just ship them to me in On. if I have a address of where I am staying I provided him one.He gave me a ID interaction I1525015074 .When I received info that items have shipped I was shocked that they were shipped to my home address in Alberta I called Fido and was assured that the phones would get to me in Ontario not to worry that it would be corrected as I would see when they send me Canada Post tracking # aday latter I get the # but the address is the same I call Fido again get the answer he can fix it. told to wait I did he comes back told to wait again after 45 or 50 min.
of wasted time he comes on and said nothing he could do as of covid 19.
all to gether to this point I wasted 2.5 hours of time on phone when I am on vacation. A lot of broken promises and still will not see my new phones till I get home. This whole process has caused me and my wife a lot of unnecessary stress as we are both senior citizens.
Alex Stevens

Re: FIDO - Unauthorized and unjustified charges for data roaming.

I was charged for roaming during a 14 day vacation in a up-scale resort in Mayan Riviera, Mexico.
That was between 6 February and 20 February.

I set the phone to the Flight Mode when I got on the plane at the Vancouver Airport, and turned it off when I returned to Vancouver.
When I got back, my invoice showed 5 roaming charges on random days as follows: Feb 6, 7, 8, 9 - no charge. Feb10 - charge, Feb11, 12, 13, 14 - no charge, Feb15, 16 - charge, Feb 17 - no charge, Feb18, 19 - charge, Feb20 - no charge. I used the phone in the same manner every day, no change from one day to another. I did not fiddle with the Flight Mode to turn it on and off the entire stay in Mexico.

I tried to resolve the issue with Fido staff via Chat line, 2 operators and a supervisor. I have told/re-told them what happened 4 times. Their explanations for the charges, and their suggestions (below) made no sense to me, and bordered on the ridiculous.

The Flight Mode description says: it turns off all network connections, including calling, texting, internet access, WiFi, and Bluetooth. It further says that The Flight Mode automatically disables the Phone Visibility function, thus it disallows other devices to find your phone and transfer files.

There was an excellent WiFi throughout the resort, everywhere. Better than in any other resort I visited in Mexico in the past. There was no need to use roaming for anything. All I did was browsing on the internet over the WiFi.

I did not make any calls or send text messages, and nobody called or texted me either, except for a welcome message from Fido several days after the arrival. I believe that was on Feb10, and that should not even trigger a charge. I did not respond to it since I was not interested, and do not remember exactly what it said. Nevertheless, I would expect that Fido would need my consent before charging for it. Something like "Here is our roaming offer. Do you accept it? Yes? or No?". It would be so simple and fool-proof. Arguments over roaming overcharges would be eliminated. What would also be eliminated is an easy money stream for Fido for services not requested. Furthermore, I am not sure how it was possible to receive the Fido message. By the definition of the The Flight mode (above), it should have prevented the phone (Galaxy S10e) from receiving it. It appears that it did not work. Searching the internet forums shows it apparently happens fairly often. Since I bought the phone directly from Fido, that would make it Fido's problem. I did not fiddle with the Flight Mode to turn it on and off the entire stay in Mexico. Based on the random dates of charges, I would have to change the setting at least 5 times. Even if somehow I turned it off by accident, it certainly did not happen 5 times. That makes no sense. I actually think that if Fido did not send me the welcome message (which the Flight Mode was supposed to prevent from receiving), I probably would not end up being charged for roaming in the first place.

The first lady at Fido I talked to told me that Fido advises customers to take out the Sim-card to make sure they would not end up with roaming charges. Firstly, this is a clear admission that Fido is aware that overcharging for roaming can be a problem. Secondly, nobody from Fido advised me of that, and I do not find this advice is anywhere on Fido website or in the Fido Service Agreement. Thirdly, to do so, would limit the use of my phone, in case I had to go outside of the WiFi area, and actually wanted to do roaming (I would have to put the Sim-card back in). Forcing this measure onto customers would probably also breach the contract.

Then she told me that the WiFi was probably weak in some areas, and therefore the phone switched to roaming. That reasoning does not make sense because the phone is not supposed to switch to roaming when the Flight Mode is on. It is supposed to prevent it. Also, I was there with friends, one of them also with Fido, others with Telus. We were pretty much always together, and at or close to the centre of the resort. And nobody ended up with a roaming charge.

Later, another lady, a supervisor, told me that there is a "roaming disable" button on the phone, and I should have used it. My phone only has the Flight Mode. Then she suggested she could somehow disable the roaming at her end, to make sure it does not happen again. I told her I might consider it next time I go abroad, but not now. Why would she even suggest it? I can only assume that is because she is well aware that roaming is not a full-proof operation? None of them were able or willing to give me an email or postal address for the Fido Office of the Ombudsman. I could not find it anywhere on the Fido web page either.

I have no idea how these random roaming charges came to be, I am a customer, not a telephone technician. All I know is that I did not use the phone in a roaming mode. Why is there a charge on some days and not on others, totally random. I did not fiddle with the Flight Mode to turn it on and off the entire stay in Mexico. I had no reason to do that. Browsing on the internet is all I did. And that kicks in the WiFi mode first, before going to the mobile signal under any circumstances (same as when I am home) regardless whether it is disabled by the Flight Mode or not.

It appears that there is a problem somewhere between Fido and the Mexican operator or a problem with the phone. I suspect the Mexican operator somehow knew that I was there, just like Fido did, and somehow, probably randomly, managed to take advantage of it. I do not control if or how they charge Fido. Obviously, this is not the first time Fido encountered this type of a problem, just check the Fido forums. But the problem is not with me and charging a customer for it is not a solution. I am sure Fido could take steps to (almost) eliminate the problem if they really wanted to. I do not intend to be taken advantage of by anyone. I am very unhappy about this matter. It needs to be made right, and the charges reversed. Meanwhile, I will get off the auto-pay option, and start paying the next invoices while withholding the roaming overcharge amount.

Fido lures with fake offer and then cheats customers.

I'm totally aghast by how I was duped into getting Fido service with a fake offer by their customer care agent and then being asked to put up with it for the rest of my contract period. 

I'm new to Canada and I was looking for a good mobile service provider for my Canadian number. My sister had a Fido connection and suggested I reach out to them. On November 26th, 2019 I spoke with one of their agent, Jason (Ph no: +[protected]; Extn: 5531). He put together a (device + service) black friday plan for me @ CAD $45/month with no activation fee! I was told that to avail this plan I will have to be part of my sister's existing account. He added that I could later switch to separate account in 2-3 months and continue with the offer as is. However, things did not turn out as promised and lies, deceit and misinformation is all I've been provided since then. 

Few days later when I called them to confirm my plan, I was to told that CAD $45 plan was arrived at with a $10 credit to the original plan CAD $55 plan. I was informed that it'd be included in subsequent bill...a fake promise that never materialised.

On February 10th, 2020 as it was told to me initially, I switched to a separate account. Agent Ashleigh was the one I spoke with. I was expecting that at least now the credit would be applied and I'd get the promised offer...BUT NO! I got a CAD $101 (i.e. $55 bill + $35 activation fee plus taxes). I just couldn't believe what I was seeing.

On February 14th, 2020 when I contacted the customer care no. I was forwarded to an agent who goes by name, Hador (pardon me if I spelt it wrong). He told me that he would get things in order and the credit would be applied in next bill. He promised to call back by February 20th, 2020 to confirm the same. As you'd have guessed by now, the call never came. I again reached out to customer care team and this time spoke with one, Abdul (chat ref.no: I [protected]). He stated that he understood my pain and said that he would do a priority escalation of the matter. He promised that the issue will get resolved in 48 hours. So I waited...again in vain!

Today, February 27th, 2020 I reached out to Fido Customer team again. I spoke with one, Rob who SHOCKINGLY told me that I cannot have the offer of CAD $ 45 as it became null and void when I created a separate account. Adding that he wasn't sure why I was not told about it earlier, he apologised and stated that there's nothing he could do and I will to pay the amount mentioned in the bill. He said, I could speak to a supervisor if I wished to. Though I was totally dejected, I was determined to continue fighting my case.

After waiting for over 90 minutes on phone I spoke with one Ms. Suzanne (pardon me if I spelt it wrong). Spoke with her for over 40 minutes and repeated the sequence of events. She agreed that I have been mislead with a fake promise by all the previous agents barring Rob who tried to set record straight. She apologised and offered to compensate me with additional data. I said, I'd be happy to get what I was promised and needed nothing extra. She responded stating she can't provide me what was originally promised and can only compensate with extra data (that I didn't need!). Upon pressing her further, she stated that she would escalate the matter further to her higher up and see if it can be resolved. She said, I'll be receiving a call in 48-72 hours. 

And so...the wait continues! Frankly speaking, I'd be really surprised to hear back from them. Each call to customer care team takes many hours of valuable time. After all the fake assurances and having never received a call back from them, I wouldn't be exaggerating when I say that I have been cheated, lied to and held to ransom for the contract period. #fidocheats

- Ajith R Krishnan

I got my line on Friday 29th Nov 2019 from Sales guy called Ali at Best Buy # 926, Missisauga. I told him i need a line for making calls to Kenya, so he sold me one at CAN65 which he told me includes 1000 International Minutes, unlimited local calls & 10GB Data. Line No: [protected], name Jitendra Sonigra. Before flying out on 13th Fri, i went to FIDO store and they said Kenya was not included in the list, yet i had made calls! As a client its not my fault at all to be charged bill of CAN 202 as i got wrong info.
So im writing to you for help & rectification from my side. My witness was my cousin Arvind Bharkhada no. [protected], as he took me & heard everything.
If i knew about the high charges, i would never buy the line! Coz its cheaper calling from Kenya to Canada.
So writing early to clear myself and re-use the line when im back in Canada, i have attched the receipt and SIM Card in pictures uploaded
Regards
Jitendra Sonigra
P.O.Box [protected],
Nairobi, Kenya.
Cell: +[protected]
+[protected]