Rogers is doing a trial of new firmware to resolve known latency issues with Hitron modems. As a Fido customer they will not accept us into the trial. Does Fido have the ability to push out this update if requested?
i am concerned with doing voice over ip with the amount of jitter caused by these modems.
** Edited to add labels **
Solved! Go to Solution.
Yes I have spoken with them and they are providing zero value. The first time I called the support reps denied knowing anything about this issue and suggested I bring my modem back in for a replacement. Now via chat they are totally acknowledging the issue but have no clue as to when it will be resolved. Fido has no workaround what so ever for customers that enable the router in bridge mode which tells me that they never tested this before going to production.
Sorry to see that the issue with your modem was not resolved yet.
Like @FidoPierre mentioned, it's definitely something that we are looking into.
We will forward this to our support team. As soon as we have more information on our end, we will definitely let everyone no here on the Community.
Meanwhile, if you need any assistance with your Fido account, don't hesitate to let us know and we will send you a PM.
For the first time ever I have to give credit to Rogers on this. Rogers totally came through and pushed a firmware update to my modem today. Thank you Rogers!!!! So far the bridge modem issue seems resolved after running a few tests.
Fido support on the other hand is terrible!!! 1st they denied the problem existed, then they admitted that they have a problem but could do nothing to help me. I have also been promised a call back from Fido management and have not heard a peep. Fido in short your customer support sucks! Fido you were nothing but a barrier to problem resolution. Fido I would suggest you get your act together if you want any customer retention. If you are going to have 'technical' support they should all understand simple networking terms. I was dumbfounded to here that Fido techincal support had no idea what bridge mode is or what NAT or double NAT is.
I have no doubt that this will all fall on deaf ears.
Again thank you Rogers, without your help I would be moving back to TekSavvy.
Hey @pasteusername !
I want to assure you that we're here and your feedback has not fallen on deaf ears. I can understand that you didn't have the best experience with us to date, and for that I offer my sincere apologies. We strive to offer competent and efficient service, and would love nothing more than to assist you with any questions or concerns you may have .