Speak with a live agent

[Goel18]

I have scheduled 3 call backs but didn't get any. I tried chatting with a live agent through Ask Jack and it says no longer available on multiple occasions. I want to close my account because this is terrible customer service and I'm just annoyed with this **bleep**. 

[Goel18]

Every time I'm getting the callback it goes straight to voicemail. I've been waiting around using my phone in case it rings but it never does. The calls go straight to voicemail and I have no help at this point. I keep scheduling callbacks but the phone never rings. This is just so frustrating. 

[Cawtau]

Hello Goel18,

Welcome to the community!

  Sorry to hear you're having a difficult time reaching customer service. I understand the new system is not ideal. That said, is your phone set to block Unknown callers or to block SPAM/SCAM calls? If it is, that could be a possible reason why the calls are going to voicemail without ringing your phone.

  You should note these forums are community-driven and not intended as a venue for customer services. We would not have access to customers' accounts nor would we be in any position to assist you with your matter. You would need to contact customer service again and reschedule another call-back. Hopefully, disabling those settings will allow you to receive their call.

Hope this helps 😀

Cheers

[Goel18]

Hi,

I don't believe I have this setting on my phone set up. I get plenty of spam calls all day long so I'm not sure why Fido calls wouldn't go through. 

Also, I do know that this is a community driven forum but this is what happens when you have customers that are so frustrated with the lack of customer service. How else do I get in touch with a representative? I have tried both available methods from Fido, the callback and Ask Jack. Nothing seems to work.  If there's an email address to get in touch with an agent with regard to my concerns, please let me know with

Thanks for your reply anyway. 

[Cawtau]

Hello again,

  Fair enough. Unfortunately, I don't believe Fido offers customer service via email. In addition, they appear to have removed their social media venues from their contact page.

  Regrettably, I'm not aware of any other means of contacting customer service for assistance.

Cheers

[FidoFaiza]

Hi @Goel18 

Sorry to hear you're having trouble reaching a Specialist. To add to @Cawtau's point, have you checked your voicemail to see if Fido may have left a message?

[Goel18]

Hi @FidoFaiza 

The voicemail was a continuation of the automated call asking me to pick a number for a specific option. There was no call back information or contact. I waited with the phone in my hand for the time slot I was to expect the call but the phone never rang. It just went straight to voicemail and I had no other option. I have no setting that blocks calls out so I'm not sure what is going on. 

Thanks anyway. 

[FidoValerie]

Thank you for providing that information! Your feedback is important, as we're constantly working on improving the IVA and the callback system.

That said, did you end up receiving the assistance you needed? 

[Goel18]

Thank you for your time. I'm unsure how to proceed at this moment but I appreciate your response. I guess I will go to a kiosk and try to find a way to get in touch with a live agent through them somehow. Just such a frustrating experience. 
Thanks again.