Hard now even more to connect with an agent

[Ash333]

Before it was easy....on the phone now you have to only option of callback ....if I want to talk with an agent on the phone I don't want to wait around for a few hours, as I'd want to talk to an agent at least within 15 minutes....your chat options online is now more difficult as Fido has made it hard for customers to navigate it in order chat with an agent...it usually says "sorry we are unable to help you".....it seems Fido now wants our services to be only self serve..... customer service has gone completely downhill.

[1Minique]

I scheduled a call back from Fido when I was at the store this morning since the customer service robot is useless and hangs up the line everytime I call. The callback is now 30 minutes past and Fido has not called back. I have no text and call options on my cell. I have a 5G phone and I confirmed 6 times in the past months that I do NOT have a 3G line but Fido blocked my service and is charging me $84 !!!!  Horrible service or lack of service !!

[devangmadhani]

I am going to change from Fido to some other company because Fido is not giving an easy option to talk to a human being. Tried a lot and getting frustrated.

[Marimoonz]

Hi, recently i changed to ROGERS, they said as i left the contract early that the ywill credit me half of the month. 

Now, i've recieved a full bill. I can't chat with a agent and can't do 611 since i'm not with them anymore. When i call their number directly, the robot asks me questions and it loops since I don't have an account number now. I've tried everything. 

Can somebody help me ?

Thanks !

[FidoPhilippe]

Hey @Marimoonz! I hope you're doing well. 😊

Have you been able to get in touch since your last post? You can reach us directly by using the methods found here.

Let us know.

[soupers604]

it's all virtual assist. can't even get to 1 real person. Requested for a call back and they left a voicemail with not an actual person talking. 

Service is garbage. 

[FidoValerie]

Hey @soupers604 ! 

We do offer customer service over the phone, where you can speak to someone in regards to your account. It's definitely possible that a callback was offered so you didn't have to wait on hold, however.

Did you end up getting the assistance you needed? 

[soupers604]

No. I scheduled a call back and when it was the scheduled time, I answered and no one from Fido answered. It was a complete waste of time requesting for a call back. I have called to schedule ANOTHER callback (3rd one now) and I have yet to talk to an actual human. 

[FidoValerie]

That's strange! We'll forward your feedback to the appropriate team. 

Hoping you get a resolution as quickly as possible. Keep us posted.  

[FidoAnthony]

Hey @Ash333 

We're still available for our customers via live chat or by calling our customer service team at 1 (888) 481-3436

For our live chat, you can reach us here 

[truoni]

It says: "Chatting with a specialist is no longer available."

I was expecting a call Saturday. Made time for it. It never arrived.

Now the phone lines are jammed.

[Ash333]

As I've mentioned before I've tried live chat but now it now says live chat is no longer available.

[flas99]

It's simply not accurate to claim that Fido support is available via chat or phone.

I'm trying to make a straightforward change that isn't possible through the website.

The virtual assistant, "Jack," told me I needed to chat with a specialist and asked if I wanted to be connected. However, every time I'm presented with options, regardless of my selection, I receive a message saying, "Sorry, we can't help you," and then the chat disconnects. Clearly, the chat option is not functional.

Next, I tried calling customer service. The virtual assistant answered and asked what I needed. When I requested to "block international calling," it misunderstood, repeatedly asking if I needed help with roaming. Even after clarifying multiple times—four or five repetitions—I ultimately had to give up without any resolution or even an option to schedule a callback. Clearly, calling doesn't work either.

Finally, I attempted the "Resolve your concern" option on the website. After carefully filling in all required details and submitting, I encountered an error message stating, "Sorry, we can't complete your request now, please try later."

I've been a Fido customer for many years, but the quality of support has significantly declined and is now deeply frustrating.

[Ash333]

Plus chat options now are now even more confusing to navigate to chat with an agent...Fido needs to get rid of Virtual Assistant and let customers directly speak to an agent right away instead of the callback...this is not improving customer service or or improving customers experience...it's made it worse.

[FidoValerie]

Thank you for your feedback, as we're constantly working on improving self-serve options as well as the IVA and AskJack!

We also want to make sure our customers have a good experience when reaching out for additional support, and the callback system makes it so you don't have to wait on hold.

Should you have general questions about the service, the Fido Community is also a great place to ask.  

[Ash333]

Just let us call directly to speak to an agent....I did use callback and had to talk to an agent and the only available time for callback was a few hours later... before when you called customer service to directly each an agent generally it took less than a few minutes....so callback has definitely not improved customer service...plus no one has told me why Fido has made it difficult now to navigate the chat options in order to chat with an agent...we pay a lot of money for our cellphone services...so it should be easy to connect with an agent...instead now Fido just wants it to be all self serve basically.

[Ash333]

Customer service has gone downhill and it's obvious just by reading other customers complaints.

[Ash333]

I just phoned that number about returning a new device and it's all virtual assist now.