Hey @Regis1 ,
That's definitely not what we want you to experience
It's not normal that you couldn't reach us for 2 hours! This is definitely not right, I apologize for the experience!
As for the Fido Device Protection, I have it on my end and I think it's useful. I broke the sceen of my phone once and the cost being similar to getting a replacement, I went through with it and I was very satisfied. What exactly makes you think it's not a good product to have ?
Thanks for taking the time to share your feedback about it and I'm sorry about your customer service experience. I hate waiting on hold myself, whenever I call anywhere, so I totally get your feelings about that! What my colleague Manuel was asking (I believe) was to know if the line on which was the phone was lost, was the same line on which the "Device Protection Service" is active. I apologize if that lead to any confusion.
If you need any help in getting a new phone or filing a claim through Asurion, let us know! We're always happy to help whenever we can.