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.
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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
I can definitely understand where you are coming from here, unexpected changes are not fun, but, that said, I am sad to see that you feel as though your loyalty is not appreciated. 10 years is a long time to stick by us and I can assure you that this loyalty has not gone unnoticed.
You should absolutely expect a clear and precise answer about why your discount was removed.
Let's take a closer look at that with you. We'll send you a PM shortly.
Funny thing, it just happened the same thing , the discount was removed for one of our other lines. Waiting for Fido to provide a clear reason before escalating it again to the office of president, CCTS and Better Business Bureau.
the same thing happened to me. After more than 3 years with fido, I suddenly lost my 10% discount for my second line by switching to a more expensive plan.
This is happening while the other providers are offering more interesting programs like Telus family program.
I am sure very unsatisfied and unhappy about this. I always recommended Fido to friends but it could change easily with this king of disrespectful things.
@FidoFaiza I think you are missing @Ardalan1 point the second line discount was being offer as a discount as long as you keep the second line and not the plan I know what @Ardalan1 is talking about because I've said it before even for my account I have 5 lines and none have the second line discount anymore because Fido took it away even though it was sold as a second line discount and not a a plan discount.
Depending on the case, the second line discount is or was compatible with certain plans.
As we mention in our Terms and Conditions:
"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."
That means that if a change of plan takes place and that plan isn't compatible with a discount or offer, it will be removed. With that said, you can always confirm through customer service if the discount is compatible or not.
Hi @FidoFrancois ,
You and @FidoFaiza missed my point. I am not talking about plans. I am telling the 2nd line discount was initially promised to clients who add a second "LINE" to their accounts no matter with which plan.. there was no condition about the plan. I had this discount when I had 2 BYOP plans. I had it when I had one BYOP and one 24 month contract. but suddenly I do not have it now with two 24 month contracts. This is annoying and disrespectful to loyal clients
The discount was for the second "LINE" not for the second "PLAN"!
I kept my second "LINE", so I should have the 2nd "LINE" discount
I assure you that we appreciate our customers' loyalty and we're always aiming to provide the best services and offers to everyone @Ardalan.
As the solution in this thread mentions, as with every promo, some eligibility criteria applies and certain plans are not compatible with the 10% discount. If you changed your plan to one that's not compatible with this offer, it would explain why the discount was removed.
If you'd like to go over the available options for your account or need any clarification about your account, you can reach out to us here or we can send you a PM on the Community.
Let us know!