Fido
Reviews and Complaints

When we were signing our phone plans with a different provider and asking for our phones to be unlocked because we legally own the devices after paying off our tab after our 2 year contract finished, the guy wouldn't give us our unlock codes, constantly repeating the same thing over and over, saying we could not do that. That is illegal, fido. Extremely bad customer service. Rude, condescending and unhelpful customer service reps who do not deserve to be in customer service with the attitude I had to endure from that guy. I had to talk to three different representatives before we could get our phone unlock codes for our devices. I don't regret switching over to freedom. At least they don't gouge out your phone bills. And try to stall with their customer service reps so they could try to deter us from switching to a different service provider. Fido used to be amazing 3-4 yrs ago, now they are absolute trash and that guy I spoke to confirmed it for me.

We went into the Square One FIDO store today. The service representative Ayla was assisting us with our inquiry. While we were waiting, they were calling people who were in queue to service them. Each time they called a name, the FIDO rep Ayla would turn to her colleague and make fun of the name. For example a customer by the name of Saran was next - Ayla turned to her colleague and called the customer "Saran Wrap". Before that poor customer was serviced another person by the name of Osama was ridiculed by Ayla. My family was insulted by her racist and rude behavior. When we called her out, she made an excuse with the system being down to get us out of the store. She lied, because we immediately called the FIDO customer service line and they confirmed that the system wasn't down. When we confronted Ayla with this fact, she just brushed us off and said she's busy with another customer. We have never been so insulted like this in our life. No other mobile service staff has ever treated us his way. Ayla deserves to be fired for her racist and insulting remarks- otherwise maybe this is the employee and company culture of FIDO. Customers beware - FIDO Square One store.

I went to the fido booth at the montreal trust center on novembre 29, 2018 at around 8 pm. The two employees were very rude and unpleasant. I asked them very politely how I can change my plan and although I was speaking in french (because my english is bad), the girl replied in english and talked to me as if I was an idiot for asking how can I change my plan. Then she took her phone and started chating with her friends while I was still there waiting for some guidance or just an answer. I was later told by the other guy who works there that I can call the customer hotline to change my plan.

Extremely unpleasant experience! I work in customer service and this is unacceptable.

my name is Jerry my number is [protected]. I called in to fido customer service on Nov 25 around 4:40pm to cancel my request of renewing my contract and the order of a new phone (Samsung galaxy s9) (this request was done on Nov 23 2018. I did not receive any confirmation email of the device being shipped.) The rep checked and told me it could be canceled and she canceled it for me. I confirmed with her twice that the order is canceled. the next morning I called in to get a confirmation code, another rep stated that the order could not be canceled and I will have to receive the device first and then return it. it is just unacceptable for the first representative to provide me with the incorrect information. I wish to cancel this renewal and cancel the order of the device right now.

My name is sukhbir singh sandhu and my phone is [protected]. I am customer of Fido from last 5 years. I have two phone lines with fido and paying my bells without any delays. I am in contract on both phone lines. For [protected] I have LG g5, and for this phone I complaint in july 2018 that its vibration is not working, network issue, battery issue and gets heat up so early while using. I went to fido store to send it for repair on 18october, 2018 and fido employee checked my phone throughly. Everything was good with phone as he told me. On 8Nov, 2018 I got call from fido employee that LG repair centre send phone back beacuse there is crack on back of phone. So, they can't repair this phone. I went to store to check my phone, and find a crack on camera glass. I told fido employee that it was not there when we sent this phone for repair and you also checked this phone throughly but he refused and said I only checked screen n didn't check from back but I spent more than 30mins in store while sending phone for repair and show everything to fido employee myself. He lied about this and further when I refused about crack he laughed at me and insulted me. I know policies of phone companies that if there is any damage on phone they will not take it for repair, respecting all policies I sent my phone without any damage. Upon my request for giving me LG repair centre contact number and email, they didn't give me and refused to give any detail also. I called myself to LG repair centre and give them every detail fido send me in email when I dropped my phone for repaired and LG employee told they never received my phone in their repair centre. I have interaction number with LG employee. So, fido store employee lied me for repair centre also. They damage my phone and now they are blaiming me. I called fido customer care after everything and they also ignored my comaplaint upon request to talk with supervisor, he refused to talk with me and didnot take my complaint as important. Althrough this I am feeling that being loyal customer from all these years, I have no values. Fido only care for business and its employees. Fido don't care for its customers. Fido store employee lied for his mistake and blaimed me. I will not take phone back without repair. I will keep record of everything and will fight for my values. Hope through this comaplaint someone will contact me and will solve my issue.
Thank you.

Worst provider ever, they overcharge for data without even letting customers know they've gone over- and refuse to even listen when you reach out with your frustrations. I'm out of the country and received a bill for 736$ for a phone I haven't even had turned on in 2 months! My partner has data overages of almost 300$ without being told she is over her usage. I filed a complaint and no one has even gotten back to me. FIDO SUCKS DO NOT EVER DO BUSINESS WITH THEM IF YOU CARE ABOUT CUSTOMER SERVICE OR YOUR CREDIT RATING!

Dear Fido/Wireless client relation department

https://www.wirelesswave.ca/en/contact-wirelesswave/
https://www.complaintsboard.com/fido-b102435

I am experiencing a problem with your store, Wirelesswave, Metropolis at Metrotown, Unit 1136, 4700 Kingsway, Burnaby, BC, V5H 4M1.

On September 18, 2018, I bought a new sim-card and a monthly plan at the Fido/Wirelesswave store. I had my own new phone that I purchased in Ukraine with a 128G memory card. After I purchased the sim-card, the Fido/Wirelesswave employee installed it. I witness the memory card fall out as she manipulated my phone.  I could not see every move the sale person made with my phone behind the counter. I assumed the agent had re-install the memory card with the sim-card while she was setting up my phone. 

On the 28th of October, the phone warned me that the memory was getting low. Assuming that somehow I had not initiated the 128G memory card, I checked through my phone settings. The memory card was not showing up. I checked the memory card slot and found it was empty.

Being a new phone, it took this long to fill up the basic memory card. Not expecting a missing card, there was no reason for me to check it earlier.

I return to the Wirelesswave where I got my Fido plan, on October 30th to report the problem. The salesperson stated it had been too long for him to do anything. He also suggested that someone else may have opened the phone and stole the memory card. This is an unacceptable response.

You will appreciate the fact that a 128G memory card would not have been thrown in the garbage. What happens to the card can only be considered an internal issue at Fido/Wirelesswave.

I have the receipts for the new phone and the memory card purchase in Ukraine and you have my history with the purchase of the Sim-card and monthly plan. I have been a client with Fido for one year and made my plan dormant while I was in Ukraine for about 2.5 months.

I look forward to an immediate response in resolving this issue, either by returning or replacing my memory card.

Regards

Larysa Bohatyrova
[protected]

Worst experience ever, rivals even Bell for customer service. Had to call to get a balance refund issued because apparently your not entitled to your money after closing your account? Told at most a month to issue a cheque because they haven't made it to modern times with electronic payments. Now sitting here with 2+ months past, hung up on three times this evening, wasted three hours only to find out they have no clue when I'll receive my refund. Yet another case has been opened to figure out why they're unable to return my money. Thinking by this point I'm legally a creditor to Fido so the whole $15 + interest late payment should be applying to my balance owing, only seems fair, no?

Manny (i1250732858 ) October 27, 2018
Was very unhelpful and not sympathetic towards my situation at all i was charged over 650$! for using 6GBS of data unknowingly, how is that even a reasonable amount to charge someone per GB, im very upset, i've been a fido customer for years and have never gone over this amount of data on my phone, apparently an app (wifi assist) on my Iphone was switched on since i got a knew phone this month
and switched from wifi to data without my consent while being in a wifi environment, and no one in fido decided to let me know that was an issue prior to charging me so i feel robbed of my money and i seriously hate this company. Worst customer service ever. I was at least hoping for a percentage off this ridiculously overcharged bill after being blind-sighted, but the most they "could do" was a lousy 50$ credit HORRIBLE.
Shows me how much they value their costumers, and how they are taking advantage of them.

I have contacted customer service SIX times in regards to suspending my number while out of the country. Yet I have been billed my full statement + suspension charge twice now.

I have contacted customer service which has credited &removed the charge to my account, assured me the only charge would be the suspension charge (this has happened twice so far) and low * behold I have been charged AGAIN for the full price + suspension.

It is becoming tiresome & ridiculous that I keep getting charged & have to contact customer service again. It seems the only solution I can is to modify my service to the basic $10/mo plan while out of the country since at least then they'll only be able to charge me just slightly more than what I would pay if it were suspended.

If there were another service provider that I could go with, I'd switch over in a second. I just haven't been able to find a replacement.

A month and a half ago, i was at fido store at square one mall. I had the worst service in the world. THE MANAGER threw the phone in my face and said i dont have time for this [censored]... I was HUMILIATED AND INSULTED in front of many people for no reason. I called and complained about it, they kept telling me to wait 2-3 days for the president to call me because its a serious matter. I waited a month no one called me . I called back the manager gave me $150 credit. Even tho i never asked for money. And she said i apologize and the president will call you in 5 days... its been 2 weeks and no one called. I called back today, they told me you accepted the $150 so we closed the case. WHAT ?!
THATS NOT HOW TO DEAL WITH THIS MATTER... im going to court to sue them. I was so nice and never asked for money because money will never solve my problems. But if thats what they think, then okay ... Maybe because im a muslim? Who knows

On last September 21st, I planned to make an upgrade to my plans and also get new devices. I also informed that due to my numbers were from Toronto area and I am living in Calgary, I would like to change them as well. After negociating and getting to an agreement, I decided to go with 2 year plan and pay partially for the devices as I am a Newcommer to Canada and still don´t have credit score.
I made the payment for devices and upgrade lines. They put an order for the devices but this order was cleared due to my change of numbers to Calgary.
Problem 1 is that nobody in FIDO informed about this situation and nobody tried to help knowing they didn´t inform that to me.
Today, a week later I was still waiting for the devices and got in touch with Fido to track devices but I was informed that the order was cleared.
While I was complaining about this, they disconnected me but did not clarify anything to me.

I called today to enquire about extra charges on my bill, a pretty straight forward call and conversation I would think. At first I was told it was from back in July, then after saying that's impossible I was informed it was long distance calls (which makes perfect sense). Instead of handling the situation professionally and addressing the earlier mistake (people are only human I just require an apology or explanation) I was met with irritation.
I asked for it to be escalated as clearly I was being treated like a bother just to be treated like an idiot again and met with sighs and the same ongoing response: to access the bill online instead of calling in ( I stated multiple times I'm not questioning the bill but why I was told wrong information in the first place) and she cannot do anything about our "miscommunication" and to NOT TRUST WHO WE SPEAK TO (she actually said this).
I have lost all trust in this company after such a conversation.
I want this conversation listened to and to be reviewed, so the company can decide for themselves if this is the customer service they want representing them. (i1236085469)
I will be cancelling my service as soon as my plan is up.

Fido as a mobile phone provider:

Terrible customer service. Terrible provider. If you sign up with fido 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.

My wireless home phone is not working since Wednesday (9/12/208) and my wife called the customer service to notify the problem. The first service agent misguided her and no result. She was told that it will take 24 hours to figure out what's going on and will receive a call back from FIDO. Unfortunately, no one called us back and there was an automated message, which says your wireless phone issue has been resolved. My wife called again and this time they told her it might be a box issue. So, she took the box to FIDO service Center and there was a new story begun that she has to buy a new box by paying $65. The box comes with 1 year warranty so they are not responsible for this. Instead of helping your customer in this situation FIDO is just asking for more money. Me and my wife are completely am dissatisfied with FIDO service and still our wireless phone is not working. Please send me the new device or cancel my service. Very bad/poor customer service.

Regards,
Obaid Qureshi
[protected]

I received a letter passed on to me for a bogus bill of 800-900$ for a phone I do not have.
They have tried to send me a new iphone8 by FedEx since June 2018 or thereabouts, but I had not requested it and sent it back each time (at least 3) saying that it is not mine, and not my property or responsibility, and I would start legal proceedings if this continued.
I have had a pay as you go sim but am not in any contract. I haven't even used said sim since June or July as far as I can remember.
I had an option to try two new sims and phone but they were never used and returned as received without strings as this was their policy. I even recorded within their limit of days after telephoning first about an extension since I never had the time to try them or activate them.
Suddenly they haven't listened and are trying to dupe someone into paying a bogus bill for an unwanted/unneeded phone, and I actually haven't used any service for months as I was switching to a new provider.
I do not wish to enter into any verbal comms with them as they have trained sales tactics to coerce unsuspecting victims to be customers.
They should in the very least apologize for this upset and harassment and refund me for my time wasted and undue stress, as my health has been delicate and worsened as a result.
Everything of theirs was returned with my express frustration that they were incorrect and needed to fix their errors.
THANKS.

Hi. my name Joseph Stanley
I was shopping around for a phone company to activate my cell phone and home phone.
I saw Fido in Burlington, On. mall 777. Guelph line. I try there system for Couple days didn't
work for me. it says in there Invoice Terms and condition. 15 days satisfaction Guarantee
I Return there item to the Burlington, mall. office .I told the lady .your system. not working
for me .I ask the lady please Cancel Account # [protected]. For my cell. Phone it was.#[protected]
and home. #.it was [protected].April.26.2018
She took every thing back and give me REFUND. $73.45. and she ask me to call Customer Service
1-888. 481 3436 and tell them about the Cancellation .I did call Customer Service .April.26.2018.
I told them Account # [protected]. has been Canceled. My cellphone and home phone.

Now every month they still send me a Bill. I explain to them Account # Has been Canceled April 26.2018
I Email to them a Copy of the invoice of the Cancellation and the Refund .I have no Business with Fido

I Email a letter to the [protected]@wdna.ca I attach a copy of the Invoice the Cancellation And the Refund
and copy of the letter I Email to Customer Service.
I was hoping he can help me. who are this people .? how they can do this. I'm a senior 77 years old

Sincerely

Joseph Stanley August.27.2018
y

I contact fido online charge asking why they charged me 25 dollors re returned payment for my late payment. And its telling me my bank is charging me this fee? which doenst make sense at all.
so I called the customer service number, they told me they will charge me 25 dollors once i did the late payment.
I was like did u guys all work for fido ?
can fido at least tell me the reason I am paying for this extra charge?

I was applauded that a cell company Fido recently sent me an active sin card number in the mail, the delivery service was from UPS. When I got a bill from Fido I just got my sin card & not placed it into my phone yet to activate it at all. I called them up to inquire & the customers service representative said that they always send out active sin cards as customers complaint about the inactive ones. This a ludicrous thing to do as many things get lost in transit. a lady on the phone was unable to help me either to remove the charges that where on my account to just get my phone up and running. they told me also that I could suspend my service for 7 dollars a day.

I have had the worst experience with fido. I switched from chatr to fido and it has been one big mistake.
I first got the connection way back in march, 2018 and I have not been able to use internet at all. I have made many trips to the fido store and none were able to solve the issue. I was never told that I would not be able to access internet from my phone.
I have an unlocked phone and the phone worked fine with the previous connection chatr.
After three months I received a mail stating that the bill generated was about $182 even though I have never been able access internet from my phone. When I called the customer care, the representatives could not show rectify my problem and also, had every bad attitude. A lady by the name sharon/shannon especially spoke every rudely to me. I was told a number of reasons why internet was not working and she also said that representatives at the store did a good job when they could not fix the issue and sent me back saying that they would look into it because she felt that it was good customer service when they tried to assure everything was fine when it actually wasn't. Nothing was fine. Nobody ever told me that fido wouldnt work on my phone for three months. Everytime I visited the store, I waited for an hour trying to get the problem fixed and was sent back saying that the problem was fixed when it never was.
I received the worst treatment from the supervisor sharon/shannon when I asked if atleast the bill can be adjusted as it was not my fault. If I was made aware of the fact that fido doesnt work on my phone, I would have switched to another connection but I wasnt told of this. The supervisor and the others I have spoken to think that its my fault that I didnt get a phone that was compatible with fido. But, what bothers me is that why wasnt I made aware of this when I got the connection? Or even when I made so many trips to the store regarding the issue? I feel really frustrated that no one ever told me about this.
Worse still, I was treated like I was trying to cheat or something when I asked for bill adjustment. Shannon/sharon offered a $15 credit for the inconvinience caused. I really think that I have been charged unfairly. And when I said I ll pay it through the app, she said that she would follow up tomorrow and see if I have paid the bill and then credit it. Why was she treating me like a criminal?
I feel really bad that I have spent so much money on fido that was of no use to me. I first got the sim card for $25 and then charged $40 every month even when I requested many times the problem be solved. I was dragged for 3 months and I gave up.
I really dont like the way shannon the supervisor spoke to me. She had really bad attitude and spoke very rudely and even suggested that I get a new phone and she would help me get on a new plan for new phone. And I am in no position to afford a new phone. And I also told her that im not in a position to afford new phone. She did not solve the issue and showed really bad attitude. The worst attitude ever.
I dont mind paying what I owe but I feel this is unfair.
Stay far away from this company as they will never solve the problem and try to rip you off your hard earned money at every single chance by suggesting more ripping off schemes like new phones and new plans. They dont care about the customer and treat you like [censored] when you call customer care. The customer care people are super rude and dont care anything about your problem and just want to disconnect the call as soon as possible. And also they give you stupid reasons which is really annoying.