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.
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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?
@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!
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.
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?
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!