Wrong account holder in profile

[tlktlk]

 I was the Rogers account holder for both a mobile and home accounts. When my ex and I split in 2018 I transferred the home account to him. Everything seemed fine until I switched my mobile plan to Fido at the end of this January. Now the accounts are linked again. I got his bill. Then he updated his information on his end and it changed mine and he got my bill. We have tried contacting Rogers (him) and Fido (me). We are getting no where. The latest information I got was that he needed to contact Fido. He has never been a Fido customer. I signed the contract. I forwarded him that information about contacting Fido but nothing so far. This is should not have happened. I think that the database information got reverted when I switched and it is not our fault. Why should we be having to spend hours trying to resolved it because of a mistake by Fido/Rogers. II wish that I hadn't switched to Fido. 

[tlktlk]

Hi @FidoSaad 

Thanks for responding. 

No I did not get a ticket number. 

I was able to login yesterday to my account as that was how I did the chat. After they helped me I was having intermittent issues logging into the app. Today though I can't login at all. 

I have screenshots from Monday and they look different from yesterday when it worked. I unfortunately didn't screenshot it. Perhaps there was a system wide change in the way it looks. I would like to make sure all is okay with my account now. 

[FidoSaad]

Thanks for the update!

It may take a few days to have the changes take effect. We can also suggest resetting your password when trying to sign in on Fido.ca. This usually does the trick if your online profile didn't properly link or synchronize with your account.

That said, if you're still unable to log in and the situation remains unresolved, please reach out to us and we'll be happy to follow up.

[tlktlk]

Thanks. I tried changing my password and I am still having problems. I will wait a few days and see if it fixes itself. Luckily I can login via Chrome but the app isn't working. I should also mention that I have two accounts. The new one was abandoned after it was determined that a TOR wasn't necessary to resolve my issue. Maybe once that second one disappears things will work. If I choose it I get a spinning circle. 

[tlktlk]

I tried another chat session to get my problems resolved today. I still cannot login using the app and it was suggested that I go to a Fido store. While trying to figure things out that tentative half set up account still existed with my exes email address! My email address was taken off it.  I will wait a few days and then I guess if things are still not working try a store. I am concerned that people at the store may not be technical support specialists. Their skill sets are more towards selling plans, etc.  

[tlktlk]

How long does it take for tentative accounts to be deleted? My ex got an email from Fido today which I assume is because of the tentative account having his email address. Just a reminder he has never been a Fido customer but is a current Rogers customer. 

Thanks for any help/info that you can provide. 

[FidoSaira]

Hello @tlktlk,

Thank you for the details!

Tentavive accounts are never activated on our end. To clarify, as long as no number was associated to the account and you did not activate a sim, it will be remain as such. 

However, if a sim was ordered, the account holder will need to contact us to cancel it.

[tlktlk]

Thank you for your reply. 

I have no idea what was done because the Fido support person started creating it in an attempt to resolve my initial problem and was going to do a TOR but found a different way to "resolve" my problem.

I still cannot login to the app as the primary account holder.

If I could I would just start over.  I am very frustrated and feel like I am wasting my time because no one can resolve my issues. I keep hoping that the issue will resolve itself when/if that tentative account disappears. 

[tlktlk]

I was in a mall with a Fifo kiosk and  asked for help in person. He spent some time with me checking and trying various things with no luck. I still can not log in as primary account holder in the app. Only in the web browser.

[FidoLony]

Hey @tlktlk,

We do thank you for the updates!

That said, we would suggest you to reach out to our support team here so we can perhaps flag this issue to ensure you can get proper access to the app. 

[tlktlk]

Are some methods of contacting your support team better than others in my case? I think that my case is more complicated and I need someone higher than 1st level to resolve it. So far I have just been using chat. I don't want to be on hold for long periods of time. 

[FidoAlex]

Hey @tlktlk, Alex here! 

Anyone from our customer service team will be able to help you with this, no matter what method you use to get in touch. That being said, if you prefer not to stay on the phone for a long period of time, you might prefer to speak with us on social media or through the live chat on our website. 

[tlktlk]

My ex contacted Fido and then I spent 3 hours in a chat with support and fingers crossed that it is resolved. It is hard for me to tell for sure since things look different online (website) and I can't log into the app. I am getting the "Something went wrong Sorry we've hit a snag. Please check back later." Error. I will wait a couple of days. I need a break.

[FidoSaad]

Hey there @tlktlk !

Welcome to the Community

Sorry to hear what happened and I hope that our agents were able to assist you in resolving the situation.

Just to confirm, did they provide you with an ETR or a confirmation/ticket number?

In regard to your access on Fido.ca, when was the last time you were able to sign in and access your account?

Let us know!