extended coverage blocked

extended coverage blocked

extended coverage blocked

SOLVED
I'm a Participant Level 3

extended coverage blocked

I live in an area that does not have Fido coverage. There is, however, extended coverage available here. With my former prepaid plan the extended coverage was not accessable. I was sold a monthly plan of Talk and Text (no data) with the promise that I could access Fido through the extended coverage network and I must say that for several months it has worked well with hardly a glitch. 

Now Fido has blocked my access to the extended coverage network. The reason given to me is that my usage of the network was more than "moderate". I use my phone on the regular Fido network when I travel into range but have no reception whatsoever where I live. I cannot find any definition of "moderate" on the Fido website. There is no counter in "My Fido" to indicate what proportion of my usage has been on the extended network. 

When I purchased this plan, it was on the basis of being able to use the extended network. This seems very unfair to me. I feel cheated.

 

 

 

Accepted Solution

Re: extended coverage blocked

Solved by Former Moderator FidoManuel
Hey Ron2!
 
Welcome to the Community!
 
Our Extended Coverage network is at no cost to you. However, Extended Coverage is meant for occasional use only and the policy is outlined in the Fido brochure, your wireless service agreement, as well as on fido.ca. 
Once at least 50% of your recent usage is done within the Extended Coverage network we block your access to the Extended network. You can also get more info on Fido extended coverage here.
You can still use your service on our network. 
 
In your case, since you are living in a zone with Fido coverage, it means that most of your usage is done outside our network. That's why it's been blocked. 
 
Let me know if you have any question!
 
View solution in context
16 REPLIES 16
Former Moderator

Hey Ron2!
 
Welcome to the Community!
 
Our Extended Coverage network is at no cost to you. However, Extended Coverage is meant for occasional use only and the policy is outlined in the Fido brochure, your wireless service agreement, as well as on fido.ca. 
Once at least 50% of your recent usage is done within the Extended Coverage network we block your access to the Extended network. You can also get more info on Fido extended coverage here.
You can still use your service on our network. 
 
In your case, since you are living in a zone with Fido coverage, it means that most of your usage is done outside our network. That's why it's been blocked. 
 
Let me know if you have any question!
 


I'm a Participant Level 3

How do I know when I've reached 50% of my extended coverage usage? How do YOU know when I've reached 50% of my extended coverage usage? Why didn't anyone from Fido inform me that I was approaching 50% of my extended coverage usage before cutting me off? Why did you sell me a plan without telling me that you would cut me off without warning?

If someone lives in an area that does not have Fido regular coverage and only the extended coverage that means Fido can not have that person as a customer because they will eventually be blocked from the extended coverage?



@Ron2 That's not something you can actually track. It's monitored by our systems. 

 

The Extended Coverage is meant to provide you with additional coverage in areas you sometimes travel to. It is meant to be used occasionally and the majority of your monthly usage (talk, text and data) must occur on the Rogers / Fido network.

 

In your case, since you live in an area outside our footprint, it means you're always on the Ext-Fido. Which is why the service has been blocked. 

Sales representatives were advised to review the Extended Coverage policy and we are sorry that this didn't happen. I'll send you a PM to look into that with you. 

 

 

@KAPABLE-K That's kind of right! We have a few customers that live in an out of coverage area (Ext-Fido only) but they are always on the road (covered by our network). When they get home they are on the Ext-Fido but this doesn't get them blocked since most of their usage is done while on the road. That's one example.

Let me know if you have any other question!

 

 

 

 



@FidoManuel once you get blocked does it stay block or can you get unblocked? If that is possible what needs to be done to get unblocked?



Hey @KAPABLE-K ,

 

The restriction will be in place for 30 days, it could be blocked permanently if the usage remains high though! 

 

If you exceed your 50 % Extended Coverage usage limit for four months in a row you'll no longer have access to the EC. We've established these guidelines with other carriers . We also notify you one month in advance that a block may occur. 

 

Don't hesitate if you have more questions. 



I'm a Participant Level 3

Fido will inform you 2 days in advance of cutting you off.

We'll let you know one month in advance and we'll also send you a notification 24 hours prior as well.

 

Did you not get the one month notice ? @Ron2

 

 



I'm a Participant Level 3

2 days

You should also get a notice one month prior  @Ron2

 

. This is strange, I'll send you a PM shortly to look into it.

 

 



I'm a Participant Level 3

Please don't bother. My account is now canceled (after 20 years with Fido).

Alrighty Sad We're sad to hear that. 

 

We're here if you have other questions.



I'm a Participant Level 1

Hello,

 

my service was canceled, which are my options? I will be three more months in the extended coverage area.

 

I will be still paying the monthly fees?? Do I have to cancel?

 

tnks

 

JR

Hey @ricardomine!

 

We definitely wouldn't want to lose you as a customer. However if you are going to be 3 months away from the Fido network it would work out to more than 50% of your usage being done on the Extended Network.

 

I'll send you a PM and we can check it out together! Smiley

 

 

 



@FidoRanya Thanks for the info.



Anytime!