customer service difficult to contact

[Onang]

hi to all, i wanna share my frustrations to Fido.  I need to cancel one of my cp lines with Fido, tried calling, took 39 mins and 41 sec, no one picked up, i was just listening to their music.  I also used chat, started at 12:45pm. At first, it was Jack but wasn't able to help, it said "A live agent will be best suited to help you.  Thank you! An agent will be with you shortly." That was at 12:47pm, so I was glad, thinking a live agent will be able to help me. Then, another message popped up, "your chat is being transferred to a Live Chat agent. Thanks for your patience."   I waited, and waited, and waited, but no live agent came. Then a message popped out, at 1:09pm, "Do you still need help? Your session will timeout in 2 minutes unless you want to ask something else. Please, feel free!"  WTH!!!! So I just typed the same question I had initially, then it said "We're really sorry we can't assist you. Let's go get you a Live Chat agent."   The outcome? NOONE came to the live chat. I gave up, it was already 2:02pm! Imagine, time wasted for nothing,  from 12:45pm to 2:02pm! So now, instead of just one line to cancel, I'm thinking of cancelling all the other 3 lines in the family and internet.

[lyn5]

Our accounts are under the phone # 226-626-9600 and 519-359-7583

We spoke today about changing our service new plans and were quoted cost of$45.00 x HST = 50.85for 519-359-7583 120 G. and for $65.00 x HST = $73.45 for 226-626-9600 - 160 G.

Total monthly cost = $124.30 I confirmed this price twice before we hung up and your rep. confirmed the fees.

I get the confirmation by email and the rates on the email are $55.00 and $75.00 plus HST = $146.90.  

I was also told that there were no additional fees for the change but I see $15.00 fee being added to each account for making the change.  This is not what we agreed to, Why can't I trust the people I talk to on the phone.  

This is not acceptable and if this is our final cost then please cancel the change and put us back to our former plans.

Bev Seney

[Cawtau]

Hello Lyn5,

  Welcome to the community!

  Sorry to hear of your experience. However, 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 know what may have been previously discussed. As well, since these forums are public, you might consider removing personal details from your post, such as your phone numbers. You should be able to edit your own posts (within an hour of posting) using the circled down arrow at the top right of your post.

  If you would like to discuss your situation, you would need to contact customer service. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.

Hope this helps 😀

Cheers

[zacheus]

I have been trying for over 2 weeks to get through to a customer service rep.  I have been with Fido for about 20 years and I am **bleep** fed up.  I need to transfer the account name to my partners name.  I have even tried calling the stores and they can do nothing.  WTF is up with this company? 

[littlepang001]

Having the exactly same issue today. I need help and have been waited for 1.5 hours through live chat. No one get back to me.

[Sassaidi]

 I have 4 accounts with Fido and find it very hard to get a hold of someone. I am getting the same problem: "Your chat is being transferred to a Live Chat agent. Thanks for your patience." but you wait and nothing happens. Not cool.

[FidoAnthonyZ · Accepted solution]

Hello @littlepang001,

Sorry to hear you're having a hard time getting in contact with us. We're a bit busier during this period but we're here to help. Feel free to contact us over these methods and we'll be happy to help. 

[FidoPhilippe]

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

I'm sad to read that you were having trouble with our live chat. Were you able to get in touch with anyone? If not, you can try contacting us on the other support channels available on this page.

As for the live chat, have you tried to add our site to you security white list or tried to clear ur browser's cookies and cache? That may help you with that.

[FidoJulien]

Hey @Onang

Please reach out to us on these channels and we'll be happy to assist.

Talk to you soon!