Forced to change compatible phone

[Olia1]

The horrible customer service, they force me to change the phone otherwise I need to pay an extra $75 dollars for the bill, because my phone "does not support 4G". But it is not true several times I explained to contact center that I have One plus 9 pro, my husband has One plus 8 pro, both these versions support 4G and 5G, but Fido employees (contact center, supervisor) refused to hear me and tell that through the system, where they check if the phone support 4G, they do not have our phones, so that means that our phones does not support such Internet. They even do not try to check the I formation. They  just read skript and do not try to help and understand. They say that they value customers, but it is a lie, when I told them that we will change the Internet provider, they did not try to do something. HORRIBLE COMPANY AND CUSTOMER SERVICE. 

[Cawtau]

Hello Olia1,

Welcome to the community!

  Sorry to hear of your experience. You should note, though, 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 may have been previously discussed.

  I understand both of your devices might be LTE-capable. However, the issue is not necessarily not being able to access the LTE (4G) network. In fact, if the device has compatible LTE bands/frequencies (see here), they should be able to access data on that network. Rather, you likely being told it does not support 4G because the device is likely reliant on the '3G' network for calls and text messaging.

  You should note that 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/or messages would necessarily fall-back to the '3G' network. Unfortunately, Fido/Rogers intends on decommissioning the UMTS/WCDMA network July 2025. After the '3G' sunset, you would likely not be able to use those devices for calls or text messaging.

  Unfortunately, the customer service representatives won't likely be able to manually verify a device is LTE- or voLTE-capable. Adding the IMEI of an unsupported device to the system won't allow those features to work. 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 do not know if, or when, they might allow voLTE and/or Wifi-calling support for non-Fido (non-Canadian version) devices. 

Hope this helps 😀

Cheers

[Olia1]

Our phones support 4G and 5G but Fido does not care about it, because they do not have somewhere on their list these types of phones and forse to change phones without resolving problem.