I have been a Fido customer since 2009 and I have had my current plan since 2013.
I found out today that Fido has increased the rate for my account by $5 per month and the only notice I received was hidden on page 4 of last month's bill. I receive an e-mail telling me my Fido bill is ready each month and then I have to log into a completely useless and frustrating website in order to "see" my bill. When looking at my bill, there was no notice of the coming increase in the "Fido bulletin board" on the summary page. I had to select view billing details and then scroll down to the very bottom to find the notice. No other communication was sent by Fido. I would like the community to tell me "How many people read the Billing Details if the total of your bill is the same as it is every month?"
This is the copy of the notice:
YOUR MOBILE PLAN RATE IS CHANGING
As a long-time customer, we value your loyalty and strive to deliver best in class mobile experiences to you every day. To support ongoing service upgrades that help us consistently deliver the best possible product experience, we periodically need to adjust the pricing of our plans. As a result, the amount of your monthly service fee for the mobile number listed before this message will be increasing by $5 on the date of your first bill on or after June 1, 2018. Your mobile plan continues to offer great value and is only available to long-time customers like you. All other aspects of your mobile service will remain the same. This change is made in accordance with the CRTC Wireless Code. If you wish to respond to this notice or have any questions, concerns or wish to modify, cancel or enhance your services, please refer to the Contact Us section of this bill. Thank you.
In addition to basically hiding this notification, Fido included the rate increase on my bill dated May 31, 2018. They have at least given me a $5 credit for this bill.
Further investigation, led me to find out that I can have all the services I currently have with Fido on a plan that is $20/month less than what I am paying now and have been paying for the last 5 years.
My billing details show my current plan as:
The details on the Fido website for the new plan state:
So Fido wants me to now pay $65/month (formerly $60/month) for the same services I would receive if I switched to a plan where I pay $45/month.
This is not only shifty billing practices, it is a complete lack of customer service. Fido seems to think that the longer you are with Fido the more you should pay for the same services. Way to go once again Fido for showing me how much you value me as a customer.
I am sorry to see you feel this way. We try not to increase the price of our products and services. However, we sometimes adjust the pricing so we can continue investing in our services and network. We absolutely were not looking to hide this information in any way, the price increase details happens to be found on the same page describing your plan details.
As for changing to the newer plan, we can definitely look into switching the plan over for you! Can you clarify which legal details you were inquiring about for the new plan?
@laurie-ross I am so sorry that was your experience. I have been with Fido myself since 2002 and have always been able to work well with the CSR's . Why not give the mods here on the community site a chance to make it right for you? You may just have a new experience to share in the future on good business models.
So many things can happen to make us feel not important, but I think the good people here may be able to change your mind. Good luck 🍀 hope to hear good news :newspaper: