I have a specific problem with my connectivity with my iphone via Fido. After having Apple run a diagnostics on my phone that incidated no hardwared issues but a connectivitiy issue was noted at the exact time I last had the problem. So I knew this was accurate. Apple advised me to call Fido for assitance.
So, i called their 1 888 number and got a virtual system that iniitally put me through the ringer of inaccurately confirming my problem that I was saying and it takes several tries to get "her" to give me better mulitple choice to choose for my problem and finally says that "she" can schedule a call back appointment.
The first time I called about this problem on a Sunday, they gave me options for Tuesday, Wednesday or Thursday. Since I called at a time that was convenient for me to talk on the phone, it was irrating that I now had to wait for a call back that was convenient for Fido. Nevertheless, I Thursday was my next time that i had available and I scheduled it for that day.
This was 4 days after I needed help. There is not option to get immediate help. What if I couldn't make any calls or use my phone for anything? !
Ok. So I get the call as scheduled on Thursday and the customer service rep seem to be knowleadgable and seem to proide me with a solution. Of which only time would tell if it worked. He told me that Fido provides 24hr support. When I told him that their automated system does not offer any immediate assistance...only a scheduled call back at the minimum one or 2 days after my call, he said he never heard that this was happening but that if I called the 1 888 number, that I should dial 611 and I will get immediate help. I doubted this because my understanding was that the 611 was merely speed dialling the 1888 number. But I took his word.
Today, after 2 days noticing that the setting he helped me change had turned off and it hangs when I try to turn it back on, I decided to call 611 to get follow up help. But as I expected, the auto assistant put me through the same ringer as noted above and the soonest call back I can get is tomorrow.
I want to convey to the management of Fido that this is unacceptable customer service! What are people supposed to do if they are having connectivity or other Fido network problems and can't call out or receive any calls?! Wait a day or 2??!!
I'm lucky this time it's a predictable problem but that only happens when I'm on a call for more than 15 minutes and that I don't have a full time connectivity issue. But there needs to be a way to reach a Fido customer service rep immediately?
