Can't upgrade online

timelord1993

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!

timelord1993

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!

FidoKenny

@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

timelord1993

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

FidoKenny

@timelord1993

Let's take a look at this together.

I'm sending you a PM now.

Talk to you soon !!

FidoChristina

Hey @timelord1993

Welcome to the community

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!

timelord1993

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!

FidoKenny

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