customer support

[BH15]

they took away the customer support on line option!!!!!!!!!!!!!!!  I called three times and got nowhere other than a call back time which i am out of the country and that doesn't work for me.  so i finally spoke to someone on chat who also could not help me at all.  i am so pissed off.  i had to get a code sent to my phone which is on airplane mode while i am not in canada and in order to get the code i had to switch off airplane mode to retrieve it.  i had to do this twice so automatically i will be charged for roaming fees .  i don't even use this phone while i am out of the country.  I am so mad.  In the past, someone was able to help me and the situation was resolved but not this time.  Thinking about changing providers now.  This is unacceptable.

[FidoYasmine]

Hello @BH15 ,

I'm sorry to hear of the poor experience had while trying to find a solution to your concern. We try to make it as easy as possible to find the info you are searching for via our self-serve options and help guides. If assistance is still required, the best option would be to request a call back using our virtual assistant. 

Just to provide some context, when travelling abroad, we definitely recommend keeping your device in Airplane mode wherever possible, especially if you do not plan to use the device and do not want to incur any roaming fees. If you need to receive an incoming text message, there is no charge for this, however, you would want to disable your mobile data and turn Airplane mode off temporarily, to receive the incoming text. Your WiFi should still be accessible if needed. You'll only be charged if you send a text, make or receive a phone call, or use data. Hopefully, that provide some clarification.

Don't forget, you can always search this forum or post a question if you are looking for answers to something specific. We have a lot of helpful community members who are ready and willing to help!

Kind regards,

FidoYasmine