Ask jack

[LyndaC1]

I just called fido today to ask a question regarding my account , a question ask jack cannot answer but somehow with there new and approved system after being a loyal customer for 17 years  I have to wait 18 hours to speak to a real human!!! Not a good feeling fido  u missed your mark on this feature. 

[Vinaysalaria2]

Hii

[Cawtau]

Hello Vinaysalaria2,

  Welcome to the community!

  Is there something for which you would like assistance? You should note that this forum is community-driven and not intended as a venue for customer services. We do not have access to customers' accounts. If you have some more general questions, feel free to ask them here. However, if you would like to discuss more specific account issues, you might need to contact customer service. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.

Hope this helps 😀

Cheers

[Blackbird_SR71]

what is going on with the customer service, used to be good

[FidoStephane]

Hi @Blackbird_SR71 

To request a callback from a solutions specialist: 

1- Call *611 from your Fido phone

2- Confirm the account for which you are calling

3- Select option 5 

4- A text message will be sent directly to your Fido phone

5- Select the link, and AskJack will open. 

6- Type "Callback" and options will be provided

[Blackbird_SR71]

yeap did that 3 times already, no choice for a call back but just askJack and askJack is not a help

[FidoStephane]

You can schedule a call with our technical support via Ask Jack. 

Please update this community thread once you have a resolution to help future members who may experience this issue. 

Thank you

[Blackbird_SR71]

same here no help at all, and they will leave you hanging with no answers at all

[FidoRania]

Hey @LyndaC1,

Thank you for your feedback. 

We've established the callback feature to avoid our customers having to wait on the line for a long period of time. There may be a delay due to the call volume.

However, we have other ways for customers to contact customer service, such as Live Chat or social media. You can take a look here.

[MCB_52]

FidoRania,

Did you know that even with the call-back feature, you can easily wait over 1h for a call? You might even get an inexperienced agent, who can't understand your request, won't make the effort to assist, and, finally decide to transfer you to another individual but refer the call to a Rogers queue, who will gladly not allow you to finish your sentence, and proceed to disconnect the call. Time to start all over again??