I’m writing to express my deep frustration with the customer support service I received from Fido. Unfortunately, this has been one of the worst customer service experiences I’ve had.
Firstly, it was extremely difficult to communicate with the representatives. They struggled to understand what I was saying, and it was equally difficult for me to understand their responses. Clear and effective communication is essential for resolving customer issues, and this was sorely lacking throughout the entire interaction.
Every simple question I asked was followed by long hold times—sometimes up to 5 minutes or more per query. The process felt painfully slow, inefficient, and repetitive. I ended up spending nearly two hours on the phone with no solution to my issue, which is completely unacceptable.
What’s even more disappointing is the fact that customers are expected to book a callback just to speak to someone. There’s no direct way to connect with support in a timely manner. If a company is offering essential services like mobile connectivity, then prompt and accessible customer service should be a priority.
I also find it very disheartening that despite being in Canada and paying high monthly fees for mobile service, we are left with such poor support. It feels like customers are being ignored once their bills are paid, and basic concerns are treated as an afterthought.
This is not just about one bad call—it’s about the consistent difficulty in getting meaningful help when something goes wrong. I had two such experiences in the past, and this most recent one just confirmed that things are not improving.
Given this experience, I’m now seriously considering switching back to Rogers, where I’ve had more professional and responsive support in the past. Fido’s current service model does not reflect the standard expected in today’s competitive telecom environment.
Thank you for your time, though I genuinely hope this feedback is taken seriously and used to improve the support experience for future customers.
Sincerely,
A very disappointed (but formerly loyal) customer
