2nd Line discount

[ellapineda]

Hi! 

I used to get a second line discount on my account but since December when I upgraded my plans I no longer receive the discount. From my understanding when I switched my husband over I would be getting 10% off throughout the duration on having the line. Please help me out and clarify this issue. 

Thanks 

Elle

[ellapineda]

Hey @KAPABLE-K!

We're so happy to have had you with us through the years and I would love to explain the promos in detail.

The older promo we had was 10% off for as long as you kept an eligible plan. That promo did expire and it will be removed if you switch to an ineligible plan or if the promo has been active on your line for more than 24 months.

Since October 2018 we have released a new version of that promo for new lines being added to existing accounts as we do understand it was a popular option for our customers. The new version of the promo allows you to get 10% off for 24 months. If the primary line gets cancelled, the discount is removed. Also, not all plans may be eligible so it's important to check with the agent changing your plan to know if the promo will stay with your new plan if you decide to change plan.

I hope this clarifies things  

[FidoRachel]

Hey @ellapineda, welcome to the community! 

We'd have to access your account to determine what happened, I'll send you a PM.

Don't hesitate to message us directly on Facebook or Twitter whenever you have specific questions related to your account. 

[FidoNick]

Hey @ellapineda!

We haven't heard back, was this resolved?

Let us know what happened, I'm certain the info will help others!

[DaveNepean]

I've just had exactly the same experience.  I accepted an offer to upgrade my plan and lost the 2nd line discount as a result.  There had been no warning of any sort that this would happen in the process of accepting the offer.  And the online rep I talked to basically said there was nothing he could do.  I've asked to have the issue escalated and he said I would get a call back in the next 48 hours.  We'll see what becomes of that. 

Anyone with two lines on a plan with a discount on the 2nd line should be aware that if you accept one of their special retention offers, you will lose your 10% 2nd line discount.  Factor that in when considering whether they are making you a particularly generous offer.

[FidoKenny]

Hello @DaveNepean 

We appreciate your feedback concerning this particular promotion. I would like to see what was discussed with you for your Fido account.

I'm sending you a PM to get this looked into. Talk to you soon.  

[KAPABLE-K]

@DaveNepean,

I share in your disappointment, I've been with Fido 15yrs now and I currently have 5 lines with them guess how many have the 2nd line discount, zero!

The second line discount has become a bait and switch now, they tell you the discount stays as long as you keep the line but as soon as you switch the plan they take it away. I believe they even change the policy on the 2nd line discount now, it only lasts for 24 months and then it goes away. They do not tell you that when trying to sell you another line though.

[FidoNick · Accepted solution]

Hey @KAPABLE-K!

We're so happy to have had you with us through the years and I would love to explain the promos in detail.

The older promo we had was 10% off for as long as you kept an eligible plan. That promo did expire and it will be removed if you switch to an ineligible plan or if the promo has been active on your line for more than 24 months.

Since October 2018 we have released a new version of that promo for new lines being added to existing accounts as we do understand it was a popular option for our customers. The new version of the promo allows you to get 10% off for 24 months. If the primary line gets cancelled, the discount is removed. Also, not all plans may be eligible so it's important to check with the agent changing your plan to know if the promo will stay with your new plan if you decide to change plan.

I hope this clarifies things  

[DaveNepean]

@KAPABLE-K, I hope you are taking a hard look at the competition.  Fido is unfortunately gambling that switching to too much work and customers will stick around and tolerate the abuse.  

[KAPABLE-K]

@FidoNick it does clarify things, bait and switch.

[chemistua]

Was so sad when I learn that 10 % discount is no longer available.

That is ridiculous -, especially for loyal clients.

I'd rather keep my second line discount then change the plan (apparently, paying more after the change). So they wanted not to give a discount and I decided not to pay them more.

[tcasc67]

I am on the phone with Fido.  My husbands line no longer is receiving the 10 percent discount even though Ive been with Fido since 2017 and paying through the ears.  I have not upgraded my primary line and was promised this discount on additional line for the duration of my plan.  Fido decided to sneek in the cancellation into my next bill hoping I would not notice the cancellation notes.  How very deceitful.  Maybe a new carrier is worth investigating!

[FidoKenny]

Hello @tcasc67

You're right, the 2nd line discount expired. Our current plans still offer good value. I do invite you to keep an eye on our Promo page for upcoming offers

You can find our promo page here.

[Onutza]

Anyone here complained to CCTS? Or escalated this to the office of the president? I have a friend who is a lawyer and says this is not right, if Fido thinks they can do whatever they want this is basically breaching contracts. If you entered into an agreement and you’ve respected your end by paying monthly the other party can not change terms of the agreement unless it is somehow in your favour by providing more services for the same amount of money or by giving you a discount. 

I just received my monthly bill with the same issue and I am escalating this to the office of the president. The rep i was talking too was unable to explain to me why the line suddenly became not eligible , after I asked him to provide a clear answer which I can use in my complaint he simply backed up and said he will escalate this for me. I have insisted and he started to say things about cost of life increasing and so are the plans and when I said this is unacceptable and breach of contract he would simply repeat that someone from the office of ten president will contact me. 

[Cawtau]

Hello Onutza,

  Welcome to the community!

  I'm sorry, but I don't understand why people think that promotions and discounts should be provided indefinitely. I understand your point is about breach of contract. However, are you currently subsidising phones? If not, then you're not under contract. Your plan(s) would be on a monthly basis. Your lawyer friend should have told you to read the Terms & Conditions:

  We may change any aspect of a Month-to-Month Service and the corresponding Agreement, as long as we give you at least 30 days’ prior written notice. We may also change aspects of a Term Service and the corresponding Agreement, other than a key term as defined in the Canadian Radio-television and Telecommunications Commission’s (CRTC) Wireless Code, upon at least 30 days’ prior written notice to you. In either case, we will send you the written notice by bill message, text message, letter or e-mail and will explain the change and when it will take effect (Section 2c).

  We will apply a discount, promotion or benefit to your account as long as you remain eligible for it. We may check your eligibility from time to time, and if you become ineligible to receive that discount, promotion or benefit for any reason, we may remove it, and/or transfer your Service to a comparable Service plan (Section 3f).

  Have you had the discount for 24 months? That could be the reason your line(s) is/are not eligible. As stated in the solution above, the new promotion provides the discount for 24 months.

Hope this helps 😀

Cheers

[Onutza]

We think the promotion Fido promised for as long as we keep the additional line in use shall be honored, it’s that simple.

And no, it hasn’t been 24 months since this line has been on this specific plan, not at all. When I questioned the customer rep about the eligibility criteria he didn’t quite know what to clearly answer , he said something about cost of life increasing, about the line being on a loyalty plan, after I pointed out it wasn’t he backed up by saying no supervisor is available and that’s it , if I’m not happy to call later and wait one hour over the phone to see if MAYBE a supervisor wants to take the call but they can simply refuse. Way to go Fido! 

Third, just because we don’t buy new phones from Fido every 2 years it doesn’t mean that Fido can suddenly just remove things as it pleases, as I have been told over the phone by a customer rep.  I wrote my complaint to  CCTS, I guess they will decide. Seems to me that loyalty means absolutely nothing’s no to Fido, we’ve been customers since more than 10 years and your attitude seems quite arrogant.