Cannot upgrade Online Suddenly

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I'm a Participant Level 2
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

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Re: Cannot upgrade Online Suddenly

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

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Message 1 of 23
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I'm a Participant Level 2
I'm a Participant Level 2

Re: Cannot upgrade Online Suddenly

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

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Re: Cannot upgrade Online Suddenly

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



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Message 3 of 23
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I'm Qualified Level 1
I'm Qualified Level 1

Re: Cannot upgrade Online Suddenly

My appologies for jumping in with a Q.

 

If we contact the Fido rep for a phone upgrade do we have to pay the $25.00 upgrade fee? 

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Re: Cannot upgrade Online Suddenly

Hey @EFTC

 

The $25 transaction fee is a one-time fee applicable for the processing of your line activations or hardware upgrades.

 

You can avoid paying this fee if you process your order online. Find more details about it here.

 

If you're having any issue, I'd be more than happy to help.

 

Let me know!

 

 



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I'm a Participant Level 2
I'm a Participant Level 2
Solution

Re: Cannot upgrade Online Suddenly

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

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Message 6 of 23
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Re: Cannot upgrade Online Suddenly

Thanks for the update @xjordanx

 

Let us know if anything Smiley



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Message 7 of 23
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I'm a Participant Level 1
I'm a Participant Level 1

Re: Cannot upgrade Online Suddenly

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.

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Former Moderator
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Re: Can't Upgrade My Device Online

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!



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Message 9 of 23
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I'm a Participant Level 2
I'm a Participant Level 2

Re: Can't Upgrade My Device Online

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... 

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