Can't upgrade online

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I'm a Participant Level 3 timelord1993
I'm a Participant Level 3

Can't upgrade online

 Hi Community Team!

 

I just signed up for Fido a few months back with an unlocked phone on no-term.

 

I have to admit, the website is a little... lacking.

 

When I go to upgrade to a Pixel XL, there are no issues, it lets me get to the payment screen. 

 

When I select an iPhone 7 Plus 128GB, no matter the colour, it gives me a generic error pop-up:

 

'We're sorry, this information is currently not available online. If you need help with your account, please call 1-888-481-FIDO (3436)'

 

Is this an issue related to stock levels? 

 

NB: No other iPhone except the iPhone 7 gives this error.

 

Thanks!

 

 

 

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Former Moderator FidoChristina
Former Moderator

Re: Can't upgrade online

Hey @timelord1993

 

Welcome to the community Smiley

 

Thanks for letting us know about the error message that comes up. Does this happen with all iPhone 7 PLUS or just the 128gb?

 

Let us know!



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I'm a Participant Level 3 timelord1993
I'm a Participant Level 3

Re: Can't upgrade online

Hi @FidoChristina,

 

I just tried with the 256GB and the 32GB, and the error came up again.

 

I tried with the iPhone 6S Plus 128GB Gold, and it also gives me the error.

 

Some notes - I was advised that for the first 31 days of my new services, as I was a previous Rogers/Fido client, I would not be able to upgrade, however, that time has since passed and I am able to access the hup system.

 

Thanks!

 

 

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Moderator
Moderator

Re: Can't upgrade online

Thanks for the reply @timelord1993

 

Just to get more details about this issue, did you get a chance to try with different browsers to see if you get the same result?

 

(Mozilla Firefox, Google Chrome, Internet Explorer)

 

Let me know Smiley

 

 



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I'm a Participant Level 3 timelord1993
I'm a Participant Level 3

Re: Can't upgrade online

Hi @FidoKenny,

 

Tried using IE (which made me very sad), and received them same error.

 

I currently use Chrome.

 

Another interesting thing, when you move over to the 'Select option add-ons', I am forced to select a voicemail option, even though I have the iPhone Value Pack already.

 

It won't let me progress past the add-on stage, no matter what I do.

 

Thanks!

 

 

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Moderator
Moderator

Re: Can't upgrade online

@timelord1993

 

Just another information to confirm with you.

Do you use your phone number as a username for your account on Fido.ca?

Or do you use your email address?

 

This can affect the information you see on your end. Let me know Smiley

 

 



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I'm a Participant Level 3 timelord1993
I'm a Participant Level 3

Re: Can't upgrade online

Hey @FidoKenny,

 

I used my username - as I ported my number and my port number doesn't allow me to sign-in.

 

My clickthrough is Login -> Services -> Mobile -> Upgrade my device

 

Thanks

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Moderator
Moderator

Re: Can't upgrade online

@timelord1993

 

 

Let's take a look at this together.


I'm sending you a PM now.

 

Talk to you soon !!



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