Modem swapping issue that is taking 4+ days to resolve

Modem swapping issue that is taking 4+ days to resolve

Modem swapping issue that is taking 4+ days to resolve

Vjollca
I'm a Participant Level 1

Modem swapping issue that is taking 4+ days to resolve

On Sunday, I went to a Fido store to swap a modem. During the swapping, the system glitched and did not fully perform the swap to recognize the new modem against my account.

i have been on the phone with about 20 different people and, and I feel none are taking my matter seriously. It should not take over 3 days to solve this issue.

i have two kids who rely on the internet for their learning, myself and my wife who work from home. We have spent over 100 dollars on cellphone data to try and connect and do the work.

considering COVID-19, FIDO shouod put customers safety first and think about my 9 and 11 year old missing school.
I am very disappointed with Fido technical team that do not reverse the swap than perform the swap correctly, or overwrite the data on the account and force the swap, or on the back end force the data change.

 

1 REPLY 1
FidoPierre
Moderator (inactive)

Hey @Vjollca

 

I am sorry to see you're experiencing these kinds of difficulties with your Fido Home Internet. 


We absolutely understand the importance of having a reliable connection during these times and I am sure that our support teams are doing everything they can to get this sorted out for you as quickly as possible.

 

You can also check-in for updates with our Fido Home Internet Technical Support team through live chat right from here