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Charged setup service fees

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

Hello, my friend just referred me to buy fido sim and we went to the store to get the sim. The store guy said nothing about my setup service charges while explaining billing. It's $50, it's only been few dats days and I got $100 bill, this is not ethical or acceptable. If guy would have said I would be charge $50 extra over my desired plan I wouldn't have bought this card.

Is this normal practice here? Not telling about hidden charges and be surprised when the bill comes? Highly disappointed 


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

Agreed.  What a scam.  Just went to the UK and got a 20 GB sim for 15 Euro at the airport.  Popped it in and it worked like a charm.  Unlimited texts and calling.  No set up fee.  Friends there have regular providers that charge half of what we are charged in Canada. I get a new phone in Canada, when I've been with Fido for over 10 years and I'm charged 50$ Cdn to set it up.  Set WHAT UP? I used the same sim card and bought the phone on a plan that makes FIDO money.  How is this ethical?  

Hey @atoney !

Welcome to the Community. Smiley


As with many other products and services, we can't really compare our offers to different markets, especially from other countries. 


A lot of factors matter when it comes to pricing, such as the density of the population and the territory to cover. This can affect the costs to maintain the network, and therefore the pricing itself. That said, we do believe we remain competitive within the Canadian market!

As for the set-up fee, this fee allows customers to visit a Fido retail store within 15 days of their purchase to get help from a specialist to set up their device. This includes:

  • Content transfers between devices including device back-up (apps, contacts, pictures, videos, etc.) to the cloud.
  • Installation of cloud back-up services or any third-party apps, or more than 3 apps (provided the customer has their app login information).

This fee applies to all customers but is waived for transactions that you complete through your online account.


Hope this clarifies!

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

Thanks for the reply. I still don't understand the setup fee. I moved the SIM card from the old phone to new phone. Nothing to set up...  seems like a game to mitigate cash flow lost due to pressure by govt and customers to reduce monthly fees. Just my thoughts. 

Hi there @atoney,


We'll send you a PM so we can look into this with you 


Keep an eye on your inbox Smiley 


Hey @imjimil


I'm sorry if there was any confusion regarding this charge! 
The $50 Service Setup Fee is always applicable for new activations or upgrade, as it helps cover the cost associated with activating your device or service on our network. Currently this fee is waived for customers who activate or upgrade their device online. 
It should always be mentioned, and it also appears on your documentation.