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Improvement and correction in Fido Website

I'm a participant level 1
I'm a participant level 1


Hopefully some one will be able to guide and resolve-

Have taken a prepaid number and wanted to change the plan  & also retain the number  in storage for long period as would be returning back to canada after 4/5 months. Approached the chat facility on website as calling would be very expensive however was advised that the solution can only be by calling on the prepaid customer care and not by chat.No email exists where we can write to for facilitating the changes also. On going through web site observed that it says- You can reach us from your mobile device from any country for free by dialing + 1 514 925-4590. To dial +, hold down 0 until the plus symbol (+) appears.. However  the fido specilaist confirmed that i will be charged even if i use fido number as will be charges for the roaming as you will be using network form India so any call made will  cost you $3.50+taxes per minute and text $0.75+taxes per text.

Have the following suggestion to make-

1. Request for email id where we can also write and get concerns resolved as calling is very expensive from abroad.

2. Inacse the number mentioned  as above where it clarifies that call will be free to that helpline of fido is not so and it will be charged then the subject matter be corrected as it would lead to heavy call charges  while the user will feel its free.

Request if someone can get in touch with me on mail so that I can get my concerns addressed and resolved since the Fido specialist was unable to provide any resolution/mrthod of getting in touch from abroad except by calling the customer care which will be very expensive. 



Hey @TM2266,


Welcome to the Community!


We definitely appreciate your feedback regarding the information mentioned on our website. I'm unsure why we would've mentioned you would incure charges if you use your Fido phone to call us even while overseas as the number mentioned ( +1-514-925-4590 ) is definitely free of charge. You even have the option of making a collect call in order to call us if you use a landline. Our prepaid team also does have a direct line at this number: 1-888-482-3436, though there isn't an international number. My recommendation would be to contact our Customer service and requested to be transfered over to Prepaid. 


That being said, the only way to contact our Prepaid team will be over the phone. Our regular customer service teams also provide support over Twitter, Facebook and Instagram, though prepaid teams are only over the phone. There isn't an e-mail for contact either, but your feedback is noted. 


Hope this helps.