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Great service, some suggestions

I'm a Participant Level 2
I'm a Participant Level 2

A bit of background - My home phone had an issue that when endtering numbers in response to any automated system the first number generally repeated. A couple of hours and this was confirmed as a problem awaiting a software upgrade. A month or so later the problem was still there. A call told me how to do the update but it wouldn't happen. More calls and I was told I'd get an exchange which arrived the next day, Sunday of the May long weekend! All is now well.


Once Fido moves they really move!


At all times service was very polite but there were two problems I think could be addressed. (a) If there is a known problem it shouldn't take two hours to convince first and second level support to pass me to third level support who immediately know what was wrong. (b) Each time I call I shouldn't have to go through the whole process of why I know it's not my phone or house wiring that is the problem, there ought to be a note on my file.


Other than that, very annoying issue, the phone has worked very well.


***Edited to add labels*** 


Former Moderator
Former Moderator

Thank you for taking the time and sharing this feedback @hiluna! Smiley 


I'll be sure to forward it to the right people!