Customer Service is horrible

[SamSzeto]

I have 3 lines from Fido. On Monday, I have received 2 emails saying that 2 of my lines are subject to their Legacy network charges because Fido's record shows they are 3g phones. I tried to call them on Tuesday. After many tries because they are "TOO BUSY" to answer my phone, and their AI is too primitive to be of help, I have finally reached a human in the late afternoon after waiting on hold for 30 minutes. The rep who handled my case tell me that I may need to update my sim cards as I am using 5g phones already. She told me the new sim cards would have show 5g on my phones instead of 4g+. So I agreed to update my sim cards. I assure it was free since she offered. After whatever she did on her computer, she asked me to write down 3 new phone numbers. She told me to call back once I received the sim cards to have my numbers ported to the cards. On the next day, I received an invoice via email. I was charged $44.00 plus $75.00 one time fee for each of my 3 lines. Well, I tried to call Fido 6 times since the morning, and I could not get through. They told me the customer service department open at 9amEST, and they lied. The message kept saying the department is closed. I went to a Roger's store near my house, and they said I need to call Fido customer service to help. 

[Cawtau]

Hello SamSzeto,

Welcome to the community!

  Sorry to hear of your situation. However, you should note these forums are community-driven and not intended as a venue for customer services. We do not have access to customers' accounts nor would we know what was previously discussed.

  While old SIM cards could account for your devices accessing the '3G' networks, that might not be the reason you received those email notices. What devices are you using? I understand your devices might be 5G-capable and might have some compatible bands/frequencies for LTE. However, Fido traditionally have not supported certain services (ie voLTE and/or Wifi-calling etc) on devices or versions of devices they do not sell. Though, that does not necessarily mean people had to purchase from Fido. Fido sells the same Canadian versions of devices as the other Canadian mobile providers as well as local box stores etc. As long as the device was the same version as the one they sold, it was possible for those services to be supported.

  On the other hand, non-Canadian versions of devices (ie US or Global Samsung S series etc) would likely not be supported for those services. In addition, other devices from manufacturers which are not generally sold from Fido or Canadian mobile providers (ie Xiaomi, OnePlus, Oppo, etc) are also likely not to be supported for those services (see here, here, here, here. etc).

   Without voLTE, calls and text messages (SMS and/or MMS) would fall-back to the '3G' network. Is it possible you are using devices which are not supported for voLTE and/or Wifi-calling? That could be the reason your devices are using the '3G' network. I understand that once the '3G' network is decommissioned, limiting voLTE to only Canadian versions of devices they sell will be problematic for other device users. However, I am not aware of any official stance from Fido or Rogers on the matter.

  As mentioned above, we would not know what was previously discussed. As far as I am aware, if you only needed to replace the SIM cards, they should have been able to send you the cards without the need for new lines. Upon receipt of the new SIM cards (not activated), you could have updated the SIM card information online. I believe there is a charge for replacement SIM cards, though. In addition, I'm not sure your device will show 5G with the new SIM cards. As far as I am aware, Fido does not currently offer 5G services (see here).

  I understand you have already attempted to contact customer service. However, they would be the only ones who could provide assistance with your matter.

Hope this helps 😀

Cheers