No tracking or order information on my account

[Since2007]

Since my home phone system is retiring  I was told to place the order the new device/adapter for the home phone. It has been over a month. Meantime, 

- I got the confirmation of the order when I placed the order.

- 5 days later, I got the message that the device is backordered. 

- When I checked my account last week, the order information was there under "my order" 

- Today I paid my bill and checked the order. "NO ORDER" - What?!?!?!?! Where is my order information?! 

I do have the email and detailed about my order and backorder information. However, my account is not showing any trace of my order of home phone device. 

It took me: over 5 phone calls, over 5 hours waiting and numerous conversations with the customer servicevrep, to just PLACE the order. The rep toge me that it would take 2-4 weeks. Sure. I can wait. 

But now, it shows nothing about my order?

My phone is retiring and the service would be no longer available from July without the device. And there is no sign of my order and it is totally unknown when I can receive the device. 

I have been using Fido since 2007. Lately, there has been more disappointment than helpful service. 

The rep told me that the device will be shipped without any charges. But where is the device? 

[FidoVan]

Hey there @Since2007,

Sorry to read about your experience. If that hasn't done yet, please reach out our Migration Team at 1-855-720-9035 so they can assist you with your order. 

For more info about our 3G network retirement, you can follow the link below:

https://www.fido.ca/support/mobility/3g-network-retirement-everything-you-need-to-know

[Since2007]

I have talked to the migration team multiple times. I have waisted my time good 10 hours total to just get through the waiting to talk to someone. Unfortunately, no one has the proper answer to solve the problem. 

Additionally, I have received the email about all these extra chargnes: 

- $5 Monthly charges for the new device for 24 months ($120). 

- $ 75 one time set up fee for the new device. 

When I made the order, I was told that there would not be any extra fee. Even the email mentioned that there will be no cost to upgrade the device. When I talked to the migration team, they told me that I will see the $120 credit to cover the cost of device which would will show up my bill ($5) for 24 months. There was no single mention about the $75 set-up fee. 

To be honest, my device is even backorder and I even don't have the device in my hand. But, I get these charges that should not be charged. How could you explain this? 

Unfortunatlye, your answer did not give me any proper answers. If it was that easy - just call to the team and get assisted, I could have done long time ago before I get this frustrations for last two months. 

[FidoAnthony]

Hey @Since2007 

We understand your frustration. We would love to help you remove those charges, however, in order to do so, we will need to access your account via our customer service team. Feel free to re-contact us here

We'll be happy to help you! 

[Since2007]

Hello Anthony,

Although I appreciate your response, I had to go through another waiting lines to "re-connect" the fido rep regarding this issue. And honestly, I was not getting through another 20min ish - I gave up. I do have a job and work to do. I cannot just wait on the phone hours and hours to try to "re-connect" whenever the fido causes the problems and charge me extra fees. I am getting really tired about this. Instead of referring me here and there through AI or waiting lines, please provide the actual solid assist. 

Thank you. 

[Since2007 · Accepted solution]

Finally, everything is sorted out and my phone and account are all settled. 

Thank you for some fido agents who tried very hard to help me and sort the issues. As much as I was frustrated, I really appreciate those who listened to me and sorted things out. Thanks.