Sorry... another post about lack of customer service...

[Ash333]

What with the virtual assist & mandatory callback as the only option..... before Fido started to change to that, did Fido ask customers first or consult with customers about the changes?....I really don't think so....I think Fido is laying off staff to save money & that's why Fido is forcing Virtual Assist & callback on customers...if you want the customer experience to be better then let us call directly to the customer service number to directly talk with an agent...same with chat let it be easier to chat with an agent & get rid of the self serve part, the majority of customers don't want self serve when we are paying high prices as it is already.

[KAPABLE-K]

Hello @Ash333.

I’m truly sorry to hear about the challenges you’ve been facing with Fido’s customer service. It’s incredibly frustrating when you’re trying to resolve an issue and feel like you’re not getting the support you deserve. Your experience matters, and it’s understandable to feel let down, especially if you’ve been a loyal customer.

I know virtual assistants and automated callback systems can sometimes feel impersonal or like a barrier to getting help. I’ve been there too, looping through menus or waiting for a call that doesn’t come as expected. But I’ve also found that these systems aren’t always a bad thing and aren’t meant to replace human support entirely. Virtual assistants can often handle straightforward tasks—like checking a balance or resetting a password—quickly, which frees up human agents to focus on more complex issues like yours. Callbacks, while not perfect, are designed to save you from long hold times, letting you go about your day instead of being glued to the phone. Of course, this only works when the system follows through promptly, and it sounds like that might not have been your experience.

If you’re still stuck, here are a few steps that might help:

• Try reaching out via Fido’s social media (like Facebook or X). Sometimes these channels get a quicker response.
• If you’ve already done that without luck, you could escalate by submitting a formal complaint through Fido’s website.
• This community is also a great place to connect, where you can share your issue. Someone here might have faced something similar and found a workaround.

You’re not alone in this.

[Ash333]

Before callback I was able phone fido customer service and speak to an agent at least within 5 or 6 minutes....plus you haven't addressed my concern that there are customers such as myself who would rather speak to an agent or chat online with an agent instead of the mandatory self serve....we pay enough as is & now have to pay $20 (or $40) because the agent to the phone changed my plan toma cheaper one on the phone when there was no option to change it to the cheaper plan when I tried to change manual on my account it only made to more expensive...also the phone I upgraded to a about 10 days ago or so will be my last phone upgrade as I don't ever want to be stuck in a contract....plus I can't return (I got it delivered via  Fed Ex) because I made the mistake of throwing out the packaging it came in