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Set up service fee

Arvalledor
I'm a Participant Level 2
I'm a Participant Level 2

The website says "pay no setup service fee when you activate any device online", I purchased a byop plan, and got charged with the set up service fee. Will i get that service fee refunded once i actually acitvated the sim in my phone?

9 REPLIES 9

Raghuanth_13
I'm a Participant Level 1
I'm a Participant Level 1

Hello Team, I purchased it eSIM from Fido store. The store person told setup fee will be waived. Still I am seeing the Setup fee in my bill statement. Can you help me on this?

Hey @Raghuanth_13! Philippe here.

 

To clarify, did you activate a new account with us or did you just purchase the SIM card for one of your existing lines?

 

If you did activate a new line, you would have to pay the activation fee if you did it in store, unless there was a promotion that covered that at the time. In that case, the credit is usually added on your second or third invoice after activation.



yriyadh
I'm a Contributor Level 1
I'm a Contributor Level 1

Hi, I have an existing tablet plan that i needed to change to get the new tablet plan and a tablet. it seems the fido chat says there is a 50 dollars setup fee. is that normal? I could do that online but how can i keep my existing tablet number so i had no choice to call for change. am i missing something here? could i just do it online and avoid this? 

Hey @yriyadh! Philippe here. I hope you're doing well. Smiley

 

The $50 fee is a standard charge for activations or hardware upgrades. Normally, this charge is waived when performing these actions online through our website, but it's not possible to do this with an existing tablet plan online at this time. That said, we'll be happy to see what we can do for you if you're interested in a new tablet.

 

You can just request a PM from the community for that and we'll be happy to assist you!



FidoKenny
Moderator
Moderator

Hello @Arvalledor and welcome to the Community.

 

How did you activate your plan? Did you contact the customer service or activated at one of our stores?

 

If so, this would be the reason why you were charged the setup fee.

 

Let us know. 

 


 

 

 

 

 

 

 



Arvalledor
I'm a Participant Level 2
I'm a Participant Level 2

I purchased the plan, received the sim card but have not used it yet as my phone hasnt arrived. How should i activate to ensure the set up fee is waived?

 

Hi @Arvalledor Smiley

 

The plan needs to be purchased directly on Fido.ca for the set-up fee to be waived.

 

Contacting customer service to do the activation or going in store automatically triggers the fee!



Arvalledor
I'm a Participant Level 2
I'm a Participant Level 2

I did purchase from fido.ca but still got charged 😐

Thanks for confirming @Arvalledor!

 

We're going to take a look, I'm sending you a private message Smiley