Recently I moved from Nova Scotia to Ontario. My (8 year) cellular plan was coming to an end with Telus, so I decided to switch to Fido as they had a good deal. At first, everything was great. The rep I had been dealing with offered me a bundle with home internet, the price beat my current provider so I agreed and they shipped me a modem, no questions asked.
This is where it gets annoying: The rep never asked me what kind of internet setup my apartment currently has. I only discovered this upon receiveing the new modem and not being able to plug it in anywhere. So I called him, and it went straight to voicemail. I did so for the next couple days, always straight to voicemail. So I call a general customer service line, wait multiple hours on hold and never get answered. Then the holidays hit so I gave it a rest for a couple weeks to let Christmas and New Years pass. On January 2nd I began calling my rep again, still straight to voicemail every time. Same deal with general lines, 2+ hours of holding and no answer.
I turned to online chat. Even after selecting the right options, each agent I was connected to seemed to be in a random department, none could help. Finally I connected with one who could help me in technical support, he agreed to send a tech over to assess my issue with the modem-- this was all I ever wanted. Just someone to setup the modem and understand what system it was using.
Today (when the tech was supposed to arrive) the tech calls me, asks me if I live at [random address], I tell him no and repeat my address. He asks me to text it to him. So I do, he calls again 30 minutes later and asks for the address again so I repeat it. He hangs up. Finally he calls me again and says he can't come because he is literally based out of a different municipality (he's in scarborough, I'm in toronto.)
FIDO, this is absolutely embarassing and disrespectful to me as a paying customer. It has only been a month and I am entirely regretting my decision of getting involved in your company. As I type this, I'm 1.5 hours into another hold loop, just praying I can get through to someone human.
Please just help me and stop ignoring your customers.
Terrible is to put it mildly.
Try to speak to a person! Live Chat says:
Sorry to hear about your recent experience. We're busier than usual during the holidays though rest assured that we're doing our best to answer all our customers.
Though our wait times are longer than usual, please note that you can also reach out to us using these methods, we provide support on other channels as well
Hope this helps!