I am also trying to talk to a real person. Fido seems to be hiding behind chats. once they are unable or unwilling to answer your question they cut you off from the chat. I asked for transacipt of the conversation which took over 45 min and it was not sent out
Disappointing service. Considering changing providers
I am in exactly the same boat. I was told that the reason I was unable to talk with an agent over the phone last week is they were having issues with their phone lines. I had the exact same experience with the live chat, including the lack of a transcript. In all, it sucked up 2 hours of my day. I thought the phone lines must have been fixed by now, so I tried again today, but it is still not an option. I believe the chat agent lied to me last week, and that the lack of agents to speak with over the phone is Fido's way of saving money by not paying employees to provide this service anymore. Anyway, I tried the live chat option again, made it to the front of the queue and got kicked out. It's ludicrous -- no customer service, and poor cell reception where I live. Fido will not save money if many customers leave because of this.
Customers can find instant answers to their account and services-related questions with our virtual assistant (VA), AskJack. If you need more support, you can use our callback feature to choose a time that works best for you. We also send a text message as a reminder before the callback.
We also offer a variety of other contact methods: https://www.fido.ca/contact