Why is 611 menu changed? Voice only prompt and no entering numbers since Feb or March 2025

[grateful1]

Fido,

Why have you made your menu on 611 voice only navigation?  How is that considered accessible?  So much easier when the option to press numbers to get to certain services was in place rather than yelling (if you have a literal voice) at a computer who goes in circles saying it doesn't understand you or ignores what you say and never offers the option to press a number to advance in the menu.  The only option to enter a number is for French vs English and then it's all verbal tell us what you want (except entering credit card info).

Please bring back the number menu option so the menu is accessible more than it is now. Thanks.

[Cawtau]

Hello Grateful1,

  If you were not aware, you should note these forums are community-driven and not intended as a venue for customer services. We do not have access to customers' accounts nor would we be in any position to make changes to their interactive voice response (IVR) system.

  I understand you have attempted to contact customer service via 611. However, have you tried to call them using their 1-888 number (see link above)? I called that number recently and it used the phone's keypad. Unless they updated that system as well, it's possible it might still take keypad inputs. I don't remember the full sequence of inputs I used, but I was able to speak with customer service.

Hope this helps 😀

Cheers