Prepaid account usage

[Nd15]

i have prepay acct, i cannot see my usage nor my bill , i used to see them.  Being prepaid customer i cannot speak to anyone to find out why this is. Can anyone help 

[VRaccoon]

the same pronlems!

Nobody answers

[tbzhvGDcByqVWVw]

Well I just joined Fido prepaid account. I'll leave to those vendors who allow online management.

[Cawtau]

Hello Nd15,

  Welcome to the community!

  Are you not able to view your usage via your My Account? As I understand, you have a pre-paid account. However, those types of accounts don't have monthly bills since payment is required prior to usage. Did you previously have a post-paid account?

  Fido does have a dedicated customer service line for prepaid accounts: 1888-482-3436 (see here). You might consider contacting them for further assistance.

Hope this helps 😀

Cheers

[Nd15]

I understand how it works but I used to be able to see usage and billing with my prepaid acct

[banana-bread]

No, it looks like prepaid customers cannot manage their account online anymore. I'm not sure when this change came into effect, but previously we could do convenient things like check usage, bill history and top up. Hope this changes back, because this reduces accessibility - not everybody can call or visit a store. I don't understand the change at all. It does not make any sense that a telecom giant's customers can't manage their accounts online. This is a huge barrier.

[Nd15]

going to store does not help either. No solutions there.  They show my minutes used as overage minutes. Looks like they have no use for prepaid accts

[FidoPhilippe · Accepted solution]

Hey @Nd15! Philippe here. I hope you are doing well.

Online support including top-up or plan changes for your prepaid account is no longer available. You can manage your account by calling us at 1-800-575-9090 and using our automated system or visit your nearest store. We sincerely apologize for the inconvenience these changes have caused.

[KLEE]

You are right.  I can not get any further with the agent on CHAT !

[Nd15]

Thank you

[Nd15]

Seems most people including myself would like to know why is there no explanation either by phone to billing or at the stores. What's the big secret?

[jwaldr1]

Is it true that prepaid accounts can no longer set up their account to auto-refill? I think you have to manually call in to refill your prepaid account every month or risk losing your minutes! It is incredible and insidious how Fido is making life harder for prepaid account holders...

[FidoFaiza]

Thanks for your feedback, @jwaldr1. We'll pass it along. 

[Geer1]

Very disappointed in Fido. As a deaf customer I am not abe to use their pre paid service. 

It's 2023, excluding disabled people is so 1999! 

[FidoSaira]

Hello @Geer1,

Thank you for reaching out! We apologize for the delay as well.

We’re committed to providing support for customers with special needs (e.g. visual, hearing, mobility or cognitive impairments) for all our products and services. Customers who are hard of hearing, deaf or speech impaired may use Message Relay Service (MRS) or Video Relay Service (VRS) to communicate over telephone. 

Link to our Relay Services and Sign Language Interpreter Services Accessibility page can be found here.

Customers may also visit a Fido store where an agent can speak on their behalf with a Fido prepaid care specialist. Please note, there are no fees to transact with Prepaid Customer Care.