No Network Coverage Abroad & Impossible to Reach Support

[Julm8]

Hello,

I am currently abroad in Germany, and my Fido SIM card has no network coverage. For over a week, I have been trying to contact customer support, but every attempt has been met with refusals, unhelpful automated responses, or complete dead ends.

Whenever I try to get help from a real agent, I am sent to a chatbot that keeps looping me back to the same useless options. It tells me I should fix the issue myself through self-service, which is not possible, or it redirects me to the same support chat, where—guess what—the exact same bot gives me the same unhelpful responses again!

I even reached out via Facebook and X (Twitter) in the hopes of finally speaking with a real person. Instead, I received the exact same support chat link that the bot in the app gives—only to enter the chat and face the same useless bot responses again! This is a never-ending cycle of frustration and incompetence.

I do not understand why my SIM card has no coverage when it should be working regardless of whether my plan includes roaming or not. But if coverage is somehow restricted, I am not even able to find out why, because I cannot reach a real support agent! How is this acceptable customer service? I need an urgent response and a real solution, not another automated message redirecting me to the same broken system.

I am extremely dissatisfied with Fido’s service. Due to your lack of proper support, I am experiencing serious problems and inconveniences. I do not want to use roaming, make calls, or send SMS—I just need my number to receive SMS authentication codes.

[Cawtau]

Hello Julm8,

  Welcome to the community!

  you should note 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 be able to address your issue.

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@Julm8 wrote:

...I do not understand why my SIM card has no coverage when it should be working regardless of whether my plan includes roaming or not....

  Does your plan include roaming? Alternatively, had you blocked roaming on your line? If you wish to use services abroad -- even if only to receive SMS -- it does matter whether your plan includes roaming or not. If your plan does not include roaming or you have blocked roaming on your line, you would likely not be able to connect to foreign cellular towers.

  That said, have you tried to manually select the phone's network to see if a different local network would allow access? Have you verified that Airplane or flight mode is disabled? I understand that question might be overly simplistic for some people. However, for others, it can get overlooked.

  While I understand you have already attempted to contact them, if you would like assistance with your matter, you would need to contact customer service. I understand you are currently outside of Canada. They do have a number to call From Abroad. Have you attempted to contact them during their availablity times in Canada? If you had only attempted to contact them by local time, that could be a reason you were not able to connect with live customer service.

  I also understand you did not want someone to redirect you to contact customer service. However, the community is not customer service. We are fellow customers. We are not in any position to assist with your matter.

Hope this helps 😀

Cheers