Cannot upgrade Online Suddenly

Cannot upgrade Online Suddenly

Cannot upgrade Online Suddenly

SOLVED
xjordanx
I'm a Participant Level 2

Cannot upgrade Online Suddenly

Was working before i got all the way to the confirmation page earlier and decided to save it for later to consult the wife on weither it was in the budget to get the new phone and now when i go back i suddenly cannot get past step 2 i get

 

We're sorry, this information is currently not available online. If you need help with your account, please call 1-888-481-FIDO (3436)

 

 

Tried everything i can think of to get the plan and phone i selected before but nothing works

Accepted Solution

Re: Cannot upgrade Online Suddenly

Solved by I'm a Participant Level 2 xjordanx

I tried logging out clearing browser data a new browser etc etc but nothing would let me go past the second page

 

I ended up just waiting untill the next morning to try again and was able to make it through the process online my plan changed so i assume i will get notification about the new phone in a day or so

View solution in context
22 REPLIES 22
Sairaphais
I'm a Contributor Level 1

Sorry to jump into mid question - but the same issue occurs for me, I've been on hold with fido call rep for 35 minutes twice already and each time I get a voice automated message saying they cannot pick up my call. 

 

I've been trying to upgrade online since yesterday morning and still nothing except that error message. I've tried clearing my cache and cookies and nothing has changed. 

 

Please help

 

thanks!!

Hi @xgamen and @Sairaphais

 

@xgamen, Thank you for your feedback! We're glad to read you were able to go through with your order. Smiley 

 

@Sairaphais, Were you able to process your order after all? Have you tried using a different browser as well? 

 

 



Sairaphais
I'm a Contributor Level 1

I tried different browsers too and clearing cache, in-cognito but it still didn’t work. I know the offer ends Monday so please provide any assistance 

 

thanks

Hey @Sairaphais! We'll be happy to help you. Smiley

 

You can reach us here for assistance or we can send you a PM via the community.



Sairaphais
I'm a Contributor Level 1

If you could PM me that would be appreciated

 

thanks! 

Tomi2
I'm a Participant Level 2

I can't upgrade my device online

Hello @Tomi2,

 

What kind of issues are you having when you try to upgrade your device?

 

Let us know!

 

 



SarahB
I'm a Participant Level 2

I cannot upgrade my phone or change my plan online either.

 

I have tried 2 browsers, 2 computers and my phone and I always get a popup with the error "ppc_ineligible_errorcodeMsg". I would like to be able to make the changes without having to spend ages calling in and without getting charged the $40 fee. 

Hey @SarahB

 

Looks like there might be something going on with your plan or your account that is currently preventing you from placing an order for a phone upgrade.

 

I'll send you a PM so we can look into that together. Smiley

 

Talk soon!



Nitrogen
I'm a Participant Level 1

Same issue here. This is not fair.

FidoJulien
Moderator (inactive)

Hey @Nitrogen

 

Have you tried clearing your cache and deleting your cookies? Also, did you try a different browser?



xjordanx
I'm a Participant Level 2

Apologies I made it to the payment page not the confirmation.

Hey @xjordanx

 

Welcome to the Community !

 

If you log out of your Fido.ca My Account completely (close your Web page and open a new one) and log back in, are you able to restart the process with the same choices that you made?

 

You can always try another type of browser to see if the same thing occurs.

 

If it does, don't hesitate to contact us Smiley



xjordanx
I'm a Participant Level 2

I tried logging out clearing browser data a new browser etc etc but nothing would let me go past the second page

 

I ended up just waiting untill the next morning to try again and was able to make it through the process online my plan changed so i assume i will get notification about the new phone in a day or so

Hey @xgamen

 

We don't want our customers to experience any such difficulties when they are accessing their account or ordering new phones! 

 

Have you tried to clear cookies and cache as well to see if that helps?

 

 

 



xgamen
I'm a Participant Level 2

No, nothing helped. 

 

Then, it was about an hour later, I tried again. It worked. So, I believe it may be something to do with your server load. 

 

But, then, again, I think the error message must be more clear. If I knew it was due to the load, I could just try again later time. but, then, again, you could even add more additional resource to avoid this kind of problem in the event of 'black friday' shopping season. I am an engineer myself. So, I know this things happen. But, you gotta be more clear for sending specific message instead of 'generic-call-me' message. 

 

This is my two cents. 

 

Cheers. 

 

 

Thanks for the update @xjordanx

 

Let us know if anything Smiley



valensky
I'm a Participant Level 1

For years this has been happening but now I want to use the feature to upgarde my phone and then plans.  No matter what browser I choose, no matter what phones I select I ALWASY get the following error when I click "continue" after having a new phone and plan in my upgrade basket:

"We're sorry, this information is currently not available online. If you need help with your account, please call 1-888-481-FIDO (3436)"

 

Does anybody have a way to fix it?  I called Fido and they have no idea and instead want me to do it on the phone with them an pay $25 and not quality for website promotions.  Very frustarting.

Hey valensky!

 

I moved your post here since it's about the same thing.

 

Are you still getting the same issue? Have you tried clearing your cache and cookies to see if that helps?

 

Keep us posted!



xgamen
I'm a Participant Level 2

I just get this message while I am trying to upgrade phone & plan online for this black friday deal. 

 

I logged in, upgrade device->chose Samsung A50-> choose the plan (your exclusive) -> then, there was a pop up saying I have an offer for $200 credit ->accept -> add-on screen->click 'Continue Shipping Address' on the bottom of browser window. Then, boom!

 

We're sorry, this information is currently not available online. If you need help with your account, please call 1-888-481-FIDO (3436)

 

--

 

This happens ALL THE TIMES now: tried close browser, open again, logout/in again, used chrome/safari on Mac (OS X, 10.13), and, tried on different macs... etc. Same problem.

 

It sounds like a problem an year ago, and, now. Maybe, you guys don't want this to work on Online so that we call customer support.... ?

 

puzzled on the quality of software engineering here...