Popular Plans


Fido
Fido By the Day - Unlimited Incoming
-
Minutes
-
Text
-
Data
$1.00
per day
Compare Compare  
Compare Compare  
 
Fido
Fido By the Day - Unlimited Evenings and Weekends
-
Minutes
-
Text
-
Data
$1.00
per day
Compare Compare  
Compare Compare  
 
Fido
Fido $10.75 By the Month
50
Minutes
50
Text
-
Data
$10.75
per month
Compare Compare  
Compare Compare  
 
Fido
Fido $15.75 By the Month
-
Minutes
Unlimited
Text
-
Data
$15.75
per month
Compare Compare  
Compare Compare  
 
Fido
Fido $25 Talk and Text
100
Minutes
Unlimited
Text
-
Data
$25.00
per month
Compare Compare  
Compare Compare  

Popular Phones


LG Q6

  • 7 /10
  • $0 - $579
Reviews

Apple iPhone X

  • 9 /10
  • $1319 - $2892
Reviews

LG V30

  • 8 /10
  • $0 - $1169
Reviews

Popular Tablets



What You Need to Know


Owned by Rogers, Fido has offered service throughout Canada for more than a decade. As a separate brand from Rogers, subscribers enjoy access to both Fido and Rogers’ networks as well as free roaming on partner networks with a supporting device.

Fido offers both prepaid and postpaid services. Postpaid plans run between $25 and $105 per month before add-ons and fees. Prepaid plans run between $16 and $70 per month before add-ons and fees.

Looking to pick up a phone to go with your service? Fido’s Plus plans make device financing simple.

What’s Good?

  • No-contract plans available
  • Bring your own device plans
  • Multi-tier phone financing
  • Most plans include unlimited messaging
  • Flat-rate per-day roaming plans for frequent travelers
  • Canada-wide calling on most plans

What’s Bad?

  • Basic services are there but little offered to differentiate its service from other carriers

Show more

Notable Features

Fido Roam: For as little as $5 a day you can unlock roaming in more than 300 countries.

Fido Pulse Plans: Pulse plans include 6 months of premium Spotify access for music lovers looking to listen on the go. Fido Roam is also included for worry-free traveling.

Circle Calling: Calls between numbers on the same account for plans with Circle Calling do not count against your monthly minute allotment.

Awards and Recognitions

How's the Network Coverage and Speed?

Fido claims their network--a combination of Fido’s and Rogers’ networks--covers more than 93% of Canadians.

Data from OpenSignal does not cover Fido’s network specifically, instead they combine it with Rogers. A breakdown of the Fido/Rogers network by type is as follows:

  • 61% LTE (4G)
  • 29% HSPA+ (4G)
  • 7% UMTS (3G)
  • 3% HSPA (3G)

You can check coverage and network types in your area at the Fido support page.

Notable considerations include:

  • Coverage areas noted as “Extended” require an HSPA+ or LTE device for connectivity
  • Use of “Extended” coverage service is limited to no more than 50% of your usage over a three month period.

In the 2016 PC Magazine study “Fastest Mobile Networks in Canada,” merges the Fido and Rogers networks. However, the networks ranked third on the national level with an average LTE download speed of 43.20Mbits/sec. The average national upload speed was 21.80Mbits/sec.

Additional data from OpenSignal shows an average 4G LTE download speed for 16.9Mb/sec and an average 3G download speed of 2.2Mb/sec. 4G upload speeds measured at 7.5Mb/sec with 3G coming at 0.7Mb/sec.

Does Fido Charge Roaming Fees?

For most Fido calling plans--those labeled Canada-wide--you won’t pay roaming fees for any calls placed inside Canada.

Roaming for travel to the U.S. or internationally is covered using pay as you go (PAYG), Fido Roam or destination-specific travel add-ons. Fees vary between prepaid and postpaid services.

Postpaid Roaming Fees

If you are traveling to the U.S. you’ll find add-ons with combinations of talk, text, and data. These add-ons are available per-day or per-month with prices ranging from $5 to $80.

PAYG rates in the US include:

  • $1.45 per minute for voice
  • $0.75 per sent text
  • $7.99 per day for up to 50MB of data

For international travel, you’ll find similar add-ons. Also available per-day or per-month, these packages vary in price by location.

  • European Travel Packs range from $10 to $95.
  • Asian Travel Packs range from $10 to $125.
  • African Travel Packs range from $10 to $200.

PAYG rates differ based on region. For the latest pricing, check the Fido support page.

Prepaid Roaming Fees

Prepaid roaming fees are structured slightly differently. You’ll find a flat per-minute fee by region regardless of add-ons. However, data add-ons are available to help reduce costs. Texts are billed at $0.75 each regardless of location.

Per-minute voice rates are as follows:

  • US: $2.00
  • Europe: $2.50
  • Asia, Middle East, Latin America: $3.50
  • Africa: $4.50

If you’re traveling to the US, Roaming data passes are available in sizes ranging from 2MB to 500MB. Costs start at $5 per day and top out at $100 per month.

International passes start at 2MB and top out at 75MB. Prices range between $15 and $225.

For more information on prepaid roaming fees, check the Fido support page.

What About Long Distance Fees?

Most Fido plans include Canada-wide calling with no long distance fees. However, the lowest priced prepaid and postpaid options may only include local calling.

For international calls, rates differ by country. However, Fido offers a few add-ons to help if you plan to make frequent international calls.

Fido Value Pack: For $5 per month you can unlock premium calling rates that drastically lower the per-minute charge for international calls.

U.S. Long Distance Add-On: For $15 per month you can call the US using your monthly minute allotment for no per-minute charge

Prepaid customers have access to the above-mentioned Fido Value Pack as well as a North American Long Distance Preferred Rate Add-on. For $5 per month, this add-on makes calls to the U.S. only $0.10 per minute.

You can find more about specific calling rates per country and additional options on the Fido support page.

Does Fido Offer Wi-Fi Calling?

Yes. If you have a supported phone, they allow calling over Wi-Fi at no additional charge. They do not currently offer an app for Wi-Fi calling on non-supported phones.

For device compatibility and usage information, check their Wi-Fi Calling page.

How About Voice over LTE (VoLTE)?

Yes. Fido supports both Voice and Video over LTE. If you're on a Fido Pulse plan, video calls are included in your monthly rate. For other plans, local video calls are included but long-distance video calls are billed at $0.35 per minute.

For phone compatibility and usage information, consult their Fido VoLTE page.

Can I Tether My Mobile?

You won’t pay extra charges to enable tethering on your Fido smartphones or hotspots. However, remember that data used by other devices tethered to your phone will count toward your monthly data allotment.

Do They Offer Data Rollover?

No, Fido does not offer any form of data rollover.

Do They Offer Add-ons or Bundles?

Yes! All plans include voicemail service, call waiting, balance notifications, call display and the Fido Mobile Internet Portal.

Additional offerings differ between prepaid and postpaid services.

Prepaid add-ons include:

  • $10 to $30 per month for data add-ons
  • Data passes in one-day to one-month intervals
  • $5 to $10 per month for additional text messages to numbers in Canada
  • $4 to $10 per month for additional international text messages

Postpaid add-ons include:

  • $4 per month for premium voicemail with text
  • $3 per month for call forwarding
  • $7 to $15 per month for data top-ups
  • $1 to $10 for data passes
  • $13 per month for the Fido Value Pack--includes reduced long-distance and international rates, call forwarding, name display, and Fido Device protection

Do They Offer Bring Your Own Device/Sim-Only Plans?

Yes! Fido supports most unlocked GSM, UMTS, HSPA and HSPA+ devices.

For LTE access your device must support:

  • 700MHz on Band 17
  • 1700/2100MHz on Band 4
  • 2600MHz on Band 7

You can find additional information on using your own device with Fido on their support page.

Do They Require a Credit Check?

There are no credit checks for prepaid service. However, monthly service agreements may require a credit check. At the time of writing, this is a "soft" credit check. This means fewer chances of an impact on your credit score.

Items needed include 1 of the following:

  • Canadian Driver's Licence
  • Canadian SIN Card or Letter
  • Canadian Credit Card

Plus 1 of the following:

  • Valid Canadian Driver’s License (Not applicable if used as one of the items above)
  • Valid Canadian or Foreign Passport
  • Work Visa
  • Department of Defense ID
  • Permanent Resident Card
  • Native Indian Status Card
  • CNIB Card
  • Valid, Government-Issued Provincial/Territorial Photo ID
  • Possession and Acquisition License (PAL)

NOTE: Credit checks from carriers that pull your credit bureau report may impact your credit score. If you're not sure the best options for your credit profile, we suggest contacting the carrier directly before attempting to obtain service.

For more information on credit check requirements and how they might affect your account, consult their Credit Limit Monitoring page.

What About Activation and SIM Fees?

Fido charges a one-time $25 activation fee for every new line of service.

They also charge a $25 upgrade fee for processing phone upgrades.

However, both fees are waived if you complete the process online.

To bring your own phone or tablet, you'll need a Fido SIM.

SIM kits are available for $10 through their online store.

Does Fido Charge an Early Termination Fee?

If you have a contract agreement or device finance balance remaining, there will be a fee for you to cancel service with Fido. The Fido Terms & Conditions state:

“Unless otherwise set out in the Materials, if you agree to subscribe to any Term Services, you may be subject to an early cancellation fee, as described in an Agreement ("Early Cancellation Fee"), for the early cancellation of your Term Service prior to the end of the applicable Commitment Period. Any decrease in your Commitment Period may be subject to a fee. If your Term Service is terminated prior to the end of the Commitment Period, you will pay us an Early Cancellation Fee as specified in your Agreement for that Term Service, plus taxes.”

Unfortunately, the exact formula to calculate this fee isn’t listed anywhere on the site or forums. However, our best estimate is that you would owe--at a minimum--the remaining balance for your device financing agreement with a possible administrative fee.

For more information on Fido’s early termination fees, we recommend contacting Fido and discussing the issue with one of their representatives.

Can I Port My Number To or From Fido?

Fido follows all Local Number Portability guidelines allowing you to transfer your number from an existing landline or mobile line to your new Fido line of service.

Requirements are as follows:

  • The account from which you are transferring the number must be assigned to the same name and address as your Fido account.
  • The account you’re transferring from must be in good standing--including payment of any fees resulting from the porting of the number.

Fido claims that completing porting requests takes between 1 hour and 3 business days.

For more information on starting the number porting process, refer to Fido’s support page.

Will They Unlock My Phone?

Fido will unlock any Fido phone provided the following conditions are met:

  • Your Fido account must be in good standing
  • If you received a discount on your device, you must have active service for 90 days before unlocking
  • If you purchased your device from a third-party seller, you must have active service for 90 days before unlocking

According to CRTC Wireless Code regulations effective December 2017, they must unlock your phone free of charge upon request.

For more information about unlocking your Fido phone through Fido, check their support page.


For additional questions about Fido pricing, features, and coverage, be sure to check out our Fido Q&A Forum. It’s filled with questions and answers from people like you looking to get the most out of their mobile service!

If you spot any errors or missing information, please let us know! It's appreciated and will help make this page better for everyone.


Voice network: GSM 850 / 1900 MHz
Data network: GPRS, EDGE, HSDPA, HSPA+

Fido Customer Service

Mailing Address:
800 de la Gauchetiere West, Suite 4000 Montreal, Quebec H5A 1K3

Phone Number:
888-481-3436 (or 611 from your cell)

Helpful Links

Official Website, Facebook, Twitter, Coverage Maps, Manage Your Account


Review Fido:

Help inform others by sharing your experience with Fido

Reviews (3.2/10 Avg. rating)


Darn, there are no reviews yet for this carrier.

Mirela

After 20 years I am disappointed, embarrassed and sad.

After 20 years I am disappointed, embarrassed and sad. It used to be a great company but not anymore. New contract $600 more, on top of the old plan, for a $500 phone. Offered "$47.40 Credit - Goodwill". Thank you for your "charity" . Looking for switching, along with my husband, my son and my father.

After 20 years I am disappointed, embarrassed and sad. It used to be a great company but not anymore. New contract $600 more, on top of the old plan, for a $500 phone. Offered "$47.40 Credit - Goodwill". Thank you for your "charity" . Looking for switching, along with my husband, my son and my father.

Less

Hey Mirela, 


I'm not sure I understand what happened, could you clarify? Did you upgrade your phone and change your plan? 


- Amanda

AsMike

Bought LG g5 on phone plan with device protection. But mistake

Will be breaking the two year phone contract when my wife finishes her term with Rogers.  Bought LG G5 phone in June 2017 and went on 3 GB plan for 75 a month and paying a device warranty protection.  The Wi-Fi stops working on phone in January 2018 and deleting apps and resetting the phone as well as disconnecting  battery doesn't  work to fix.  Now I burn through my data if I continue to use that phone.  ...

More

Will be breaking the two year phone contract when my wife finishes her term with Rogers.  Bought LG G5 phone in June 2017 and went on 3 GB plan for 75 a month and paying a device warranty protection.  The Wi-Fi stops working on phone in January 2018 and deleting apps and resetting the phone as well as disconnecting  battery doesn't  work to fix.  Now I burn through my data if I continue to use that phone.  


I had three options when talking with Fido customer service in store:

1. Contact Azurion insurance and pay 200 dollar deductible to get a new LG G5 or refurbish mine.  Btw Azurion is who is getting the device protection payments and why would I pay extra for this phone? At least Best Buy had the decency of taking your phone back when paying their device protection and giving you credit towards a new phone like they did when I bought and replaced my Nexus 4 with them.  

2. Contact  LG manufacturer for the warranty protection.  Considering this was the third LG phone I had that broke (G3) or was defective (Nexus 4, G5) in the last two and half years, I decided I had enough of LG phones.

3. Go to Costco and buy an unlocked Samsung Galaxy A5 (2017) phone unlocked.  Knowing this  would cost me the most money right now, and the least in the long term, I decided on this option rather than pay more money later on when I likely get another defect LG G5  replacement  phone.


I obviously cancelled the device protection as it is useless to me now.  Will likely be breaking the contract towards the end of 2018.  The device protection deductible made the decision for me Fido.  The least you could do is take the phone back at factory settings and I wouldn't  have to pay the rest of the phone.  But we know what you will tell me that won't be possible and now I am stuck with a phone that will burn my data if I use it.



Less

He Asmike! 


We're sad to see that you feel this way about the device protection plan. We'd hate to see you go over this. Please send us a PM on Facebook Messenger or a DM on Twitter and we'll check out your options. 


- Amanda

Rick

Stay away

Zero client service on an undeserved charge.  If you go with Fido get used to getting stonewalled.  It works for them, I suppose.  I can't even get hold of them to cancel my service. Welcome to the machine....



Hey Rick,  Saira here from Fido's Social Media Team.


I'd be happy to look into this with you and find a solution!


Don't hesitate to reach out to us on Facebook Messenger or in DM on Twitter. 


- Saira


MJ

Fido blocked my phone TWICE in last 10 days for NO REASON, only because Fido Stores are operated by compleete imbecilles.

Like some body had already said: " INCOMPETYENCE AT ITS BEST"

MJ

Waste of time


Hey MJ!  Saira here from Fido's Social Media Team.


That doesn't sound right at all. What happened?


I invite you to send us a message on Facebook or Twitter so we can sort everything out together!


- Saira

Lara

Incompetence at its best

It's like being with Rogers but in a yellow colour. Their customer service is merely a roadblock of parrots and excuses for lousy policies, and managers who have no power to influence any changes even in the longterm. 

Hey Lara!


What happened? 


Don't hesitate to hit us up on Facebook messenger or by DM on Twitter. I;m sure we can make it right. :)


- Amanda

John

Brutal coverage in my area.

They promised good coverage. My phone connects to a Fido tower that is far away instead of connecting to close Telus towers. This burns up my battery and I drop calls all of the time.

Hi there John!

Gabrielle here from Fido. :)

We'd love a chance to further troubleshoot this with you, feel free to message us on Facebook or Twitter so we can take a closer look at your situation together!

- Gabrielle

Saron

Forcing another company coustmer to change to fido and lies their r same company

I was chatr user and all my family members ,befor 1month fido called me and they offer me lg4 phone for free but to change my plan and i told them i cannot afford 80$/month so they told me 20%off so offer lg4 and to change my plan to 60/month so i still say no i cannot afford it so the guy was insisting then i agree and he didnt mention its from fido nothing he dont tell me we fido then he transfer me to the another guy to give my details and my adress in the last this person told me how to make payment to fido i say no im chatr user and the guy befor u never mention this fido and i refuse to change to fido today i recive bill from fido 89.57$ and i dont recive phone or sim card befor 1week i topup my chatr so this is the worst company and they make to many ppl this trick especialy to newcomer in canada .

I was chatr user and all my family members ,befor 1month fido called me and they offer me lg4 phone for free but to change my plan and i told them i cannot afford 80$/month so they told me 20%off so offer lg4 and to change my plan to 60/month so i still say no i cannot afford it so the guy was insisting then i agree and he didnt mention its from fido nothing he dont tell me we fido then he transfer me to the another guy to give my details and my adress in the last this person told me how to make payment to fido i say no im chatr user and the guy befor u never mention this fido and i refuse to change to fido today i recive bill from fido 89.57$ and i dont recive phone or sim card befor 1week i topup my chatr so this is the worst company and they make to many ppl this trick especialy to newcomer in canada .

Less

Hi there Saron! 

Gabrielle here from Fido's social media team. 

It seems there was some kind of confusion around the activation of your line and I can assure you that we want everything to be as clear as possible for you. Don't hesitate to reach out to us through Facebook Messenger or Twitter DM and it'll be our pleasure to review what happened together.

- Gabrielle

Pavel

Good Job!

I just got new 6S at Skynet - Haney Place Maple Ridge! Thanks to Jon and Miranda for help! Very appreciate! Good Job Fido! 


Thanks for the feedback about your store experience, Pavel! We love to hear that and rest sure that we'll pass the message to Jon, Miranda and the team at the Fido store at Haney Place Mall :) - Jallil

Katica

Fido - money grab for imaginary services!

I was a  Fido customer for several years, but recently they became a money grab company with very poor service.

It is about their bills and plans that they do not follow. I was supposed to pay around $38 monthly and do not use internet on my cellphone or very rare, just shortly to check emails.  But recently they started charging for data that they claim was over my plan of only 300 MB. It easily went over than amount when my phone downloaded updates itself, plus couple times checking my emails. It was actually not possible to see on my online account what these data were, so I am highly suspicious about it.  So, instead of paying around $38 a month, often I ended up by paying more than $50, and not sure what I was paying for. If I used more internet, it would be more than $100 a month....

More

I was a  Fido customer for several years, but recently they became a money grab company with very poor service.

It is about their bills and plans that they do not follow. I was supposed to pay around $38 monthly and do not use internet on my cellphone or very rare, just shortly to check emails.  But recently they started charging for data that they claim was over my plan of only 300 MB. It easily went over than amount when my phone downloaded updates itself, plus couple times checking my emails. It was actually not possible to see on my online account what these data were, so I am highly suspicious about it.  So, instead of paying around $38 a month, often I ended up by paying more than $50, and not sure what I was paying for. If I used more internet, it would be more than $100 a month.

The last thing that I got before deciding enough is enough, is when I got 44.44 to pay until October 26th, which was my payment date. I saved that info in a file that I keep for Fido (I have separate files on my computer for all services I pay), but several days after I noticed that amount was  changed to $ 48.66 in my online account, although the billing was done and it was still much before the last payment day of October 26th. That means they are changing bills however they want and thinking we are stupid to notice that!

I tried to contact them but realized thet arranged their phone service a way that customers cannot reach them!  And there is no email address for contact. I wanted to talk to someone there, but it was not possible. 

So, this is the way to tell them why I terminated their fraud services!

Stay away from Fido, they are a fraud company!



Less

Katica

Just to add - my Fido plan was for Calgary, Alberta. 


Hey Katica! 

Amanda here from Fido's Social Media Team. 


We're sad to see you go!  

Don't hesitate to reach out to us on Facebook Messenger or in DM on Twitter. We'd be happy to clarify everything with you! 

- Amanda


Katica

Hi Amanda,


Sorry, it is too late. By the way, I do not use Facebook and Twitter and it was not possible to reach Fido by the phone or email. So, I had it enough, and I am speaking publicly about it.


Hey Katica! Jallil here from Fido's Social Media Team.

Our mission is to help, understand and clarify what happened. We're available on different channel and if you can't reach out by phone or on Facebook/Twitter, our Live Chat is also an option so we can get more details and check out what/why you've been charged for.

See you there!

- Jallil


Mimmo

I just called Fido to purchase a new phone and to possibly increase my data plan.   I asked how many Fido dollars I had to use towards a new phone and if they had a promotion on upgrading plans.  Talking to what sounded like an overseas customer service rep, he told me that Fido Dollars haven't been around since 2015.  They stopped the service Jan 2015. (funny I never got the MEMO).  He said they introduced this new service of Data Bites which is 5 Free Hours of Data per month.  Upon hearing this I was upset considering that again, had I not called, and had I not asked about my Fido Dollars I never would have hear about this new promo.  Well i asked to speak to his manager. who pretty much told me that the company has no interest in finding a solution to the problem I had.  Not in those exact words, but instead of trying to find a solution to my discrepancy or trying to resolve it, he said that I am free to seek out other providers if I don't like the way Fido does business.  That's your first reaction when someone calls with a complaint??? Seriously???? I got more customer service from the 45mins of being on hold listening to the On Hold Music then from these idiots.  Who does the hiring over there? and what's with the offshore call centre shit??? Part of the reason I stayed with you guys for so long was because you employed locally on a national level.  I used to call and get reps who knew about the phones, weren't monotone, happy to look into altering my plan to save me money, and now I get someone who is able to put me to sleep if it wasn't for having to ask him to repeat everything twice because I can't understand what he's saying.  I was asked do I want an Iphone or an Android.  When I said android, he said okkkkkaaaayyyy..........(pause)..........do you want a Galaxy S8? Well I want something that has a really good camera and is also very durable. Okkkkaaay........................(pause)......do you want an IPHONE? No, they are a bit expensive. Okkkkaaayyyyy (pause)....do you want a Galaxy S7? Iphone 6? LG? You idiot are you just listing off the phones that you guys offer without knowing the specs?  I asked you what is durable and has a really good camera I didn't call to play Guess What F'n Phone I Don't Know that I Want!!!!!!!!!!

Hear me out for a sec......The company removed Fido dollars in 2015, and the only form of notifying the customer was if the customer called in, and via the bill (as I was told by the customer service rep).  Quick show of hands, how many people here actually look through their entire bill?? If your bill is a plan that generally amounts to the same $ value every month give or take a couple dollars, do you really look through the bill for promotional offers??? Odds are, you have pre authorized payments from your bank to pay off your phone expense every month.  So if Fido knows that a large amount of their customers pay via preauthorized payments (info that is easily available to the marketing department), and probably don't look at their bill especially if it's e-billing, then how can I truthfully say that I as a company want you, the customer, to know about expiring services/promotions and new services/promotions.  If your marketing department is doing it's job and measuring the effectiveness of it's efforts/campaigns, you would research and test the following hypothesis:  What percentage of customers who pay via pre authorized bank/credit card payments, that opted for e-billing, actually view their entire bill????  How often do people here actually go to the Fido website unless they are looking to change their plan or upgrade their phone? I imagine people are too busy nowadays to actively check a company's website for it's promotional offers.  I have a theory :  If Fido really cared about it's customers they would send a Text Message to all customers who qualify for a promotion a notification text.  I said this to the manager and his response was, "we don't do that because it is very invasive to a lot of people and they get annoyed".  Very understandable, but i'm calling bullshit, deflection.  YOU SEND ME A TEXT WHEN MY DATA IS ABOUT TO EXPIRE ASKING ME IF I WANT TO BUY MORE AT A DISCOUNTED RATE RIGHT???? Is that not invasive? It is but, you give me the option to OPT OUT of receiving further notifications.  AMAZING, so why not send one promo text to all customers ONCE and give them the same option to OPT OUT?  The ones who don't care about the money they spend will opt out adn the ones who do care (which I assume is everyone in this economy lol) will not find it invasive at all.  And if they call to say it is, and to stop sending them texts you can tell them, "we truly value you as a customer and to show that we want to notify you of how to save money with this new service Data Bytes that we began recently".   It's because they don't really care.  I understand a business can only operate when it generates revenues and ultimately profits, but by giving value to your customers in the products and services you provide not by being a sneaky.  If i'm the type of person who doesn't care about saving money then I'll opt out.

They introduced this Data Bytes marketing campaign but fail to effectively notify their customers that they can access 5 free hours of data just by logging into this promo app or through the website.  What's wrong with the marketing department over there???  Or are they actually not telling you there is a free way to not go over your data??? Every purchaseable option for data is provided to you and access to it is literally at your fingertips, however, the new apparently value added service you provide that differentiates you from other carriers, you make  a treasure hunt?  Of course because if they wrote in big bold letters that there is a free way to not go over your data useage well then how can they make money on overage data charges or selling you small packages of data towards when your data is about to expire.  

You had a service (Fido Dollars) that was working well enough for about 10 years (if it wasn't effective you wouldn't have kept it going for 10 years).  Cool.  So you introduce this new promo campaign of 5 free hours of data with Data Bytes. Yet the only effort you put into notifying the customer is on their bill ONCE on the introductory month of the promo and on the website.  But wait every time I'm about to go over my data you send me a text? WTF?!?!  

Now I can do 1 of 4 things according to the text message for almost used up montly data.  I can Reply "1" to add 300MB for $7, Reply "2" to add 1GB for $15, Reply "A" to add 2 GB for 20$.  That's amazing because I can purchase data at a cheaper rate than the overage rate.  THANKS FIDO!!! But WTF AM I NOT BEING TOLD ABOUT THE "TUCKED AWAY HIDDEN IN THE CORNER OF YOUR WEBSITE" OPTION THAT YOU SAY YOU WANT YOUR CUSTOMERS TO KNOW ABOUT AND THIS IS THAT I CAN GET 5 FREEEEEEE HOURS OF DATA PER MONTH?????? HOURRS NOT EVEN MB OR GB!!! HOURSSSS!!! Ohhhh so you'll only make it look like you're helping your customers save money on DATA OVERAGE charges, because you're banking on them buying one of those PURCHASEABLE options.  I dug a little further and if you click on the link in that same message that says "Find tips and tricks to manage your data usage at http://fido.ca/datatop-ups" guess what?  The process of being able to use those 5 free hours of data through Data Bites is nowhere to be found.  So much for Tips and Tricks.  More like just Trickery.  Maybe it doesn't apply to all customers.  Fine, but Top Ups don't apply to all customers either yet you have several FAQs pertaining to how to become eligible, who is eligible already, how much Top Ups are etc.  Anything to sell you and get you to spend even more money than these ridiculously overpriced billing charges you will find lavishly spread over their website.  However, the one thing they do offer that is helpful, isn't so obvious.

 Logic and reasoning states that based on the purpose, a) Save the customer money or b) Get the customer to spend more money, by disguising it as a savings, the company has not only put more effort towards money grabs from customers without providing any more value added services, but also making an increasingly less effort to offer it's true cost saving promos to the customer.  When questioned, all they have to say is, well the promos are there on our website that you probably rarely visit and we sent you a notification on the bill you probably never read.  

So I have to ask? Has Fido and it's sweet innocent playful dogs gone over to the dark side and put on three piece suits saying if you don't like who I am you can f off?  Based on the conversation I had with this rep and his attitude, and his inability to want to retain me as a customer, it seems like the corporate culture at Fido has drastically changed from being a company that cared about a loyal customer to one that after 45 mins of being on hold waiting for a rep, a 10 min conversation with a customer service rep, and a  3min long conversation his manager, that they don't value customer loyalty or the customer in general, new or old.  In fact, remember how I started the call with "Hi I'm looking to purchase a new phone and upgrade my plan" it seems like the compnay is going to shit because the reps they use can't don't even value the profitablity or generating sales for the company, or they are just plain stupid!! HELLOOO MCFLYYYY!!! I SAID I WANTED TO SPEND MONEY!!!! ALL I ASKED FOR WAS TO GO OVER MY BILLING AND BE CREDITED THE AMOUNT OF DATA I'VE GONE OVER SINCE JUNE!!!! The first idiot said he won't credit me the money, and then gave the phone to the second idiot, without telling him that I was primarily interested in buying a new phone and upgrading my plan!! Oh and guess how much I went over my DATA since June???? $10......10 f'n dollars............who does the hiring and training for these overseas call centres? Like seriously? If these tools aren't trained to spot a sale everytime someone calls, more than one person is not doing their job right.  So not only did you not want to credit me $10 in order to make potentially thousands of dollars over another 10 years of loyal business from me. You've now lost a customer, and have to spend even more money now to gain a new one.  Furthermore, the potential impact of this post and the realisation of other people who have been treated similarly can result in several, my dozens, maybe hundreds of subscribers dropping Fido as their carrier.  So let's do the math, avg bill 80/month x 12 months= $960/year x 10 years = $10000 revenue x Several (5) Customers = $50000 OR $10000 lost revenue x Dozens (12) Customers = $120,000 OR $10000 x Hundreds (100) = $1M lost revenue over the next 10 years?  Because some idiot couldn't spot a sale via a $10 credit that would have not only made the customer happy but kept you on track for effort towards keeping me for another 10years.  It doesn't take much to keep a customer for that long.  Keep your prices competitive, hire the right employees who actually go through the customer profile noticing things like degree of loyalty, avg dollar spent per year in excess monthly billing, and maybe just maybe realise that it's ok to credit someone $10 for a valid reason if they begin the conversation with "Hi I would like to buy a new phone and upgrade my plan".

The only reason I stayed with Fido for so long was because any time I had an issue, someone living in this country was there to tend to it in a resolution style approach.  Their  approach now seems to be this: find the cheapest help we can outsource, send an idiot to train them, employ less Canadians, and just teach them "Fido's way or the highway".  

You purposefully do not make the effort to effectively notify your customers of marketing promotions that will save them money, which results in high customer satisfaction, ultimately resulting in customer retention.  After all customer retention is cheaper than customer attainment.  Especially when other carriers are entering the market offering much better plans and who's network coverage is getting better and better.  

Not to mention having to speak to someone who says they are in customer service, yet the only provision of valued service to the customer was notifying me of what it would cost for me to relieve myself of my business with Fido.  I used to call customer service whenever I had a problem and would talk to fellow Canadians in Halifax or Quebec.  Now I have to deal with someone overseas who doesn't understand what Canadian Customer Service means or isn't smart enough to spot a sale and close me??? I'll be switching as soon as the balance on my contract is over.  Thanks for 10 years of satisfying cell phone service, and 3 years of horrible, painful, potentially fraudulent, useless customer service.  You've actually motivated me to do a research study on this entire theory of mine.  All of my opinions are just that....my own opinions based on my experiences, however, clearly I'm not the only one who feels like the company has become so bottom line focussed that they are forgetting all the values that kept them in the game for so long and directly impacted their likelihood for success 

Maple

Solid coverage, good customer service

The coverage is good around the Toronto area, I've had a good experience with the customer support. The prices are quite high, but cheaper than Bell and Rogers. I switched from Wind, the coverage I got was truly awful. 

Thanks for taking the time to share this! We really appreciate the feedback! - Amanda 



Fido Question?

Visit the Fido Q&A Forum to get answers, ask a question or help others.