Hello J-D-M,
Welcome to the community!
Sorry to hear of your issues while trying to upgrade your device. I can't speak to what was communicated between yourself and the customer service representatives. However, much of your issue seems to stem from:
@J-D-M wrote:...Due to my being an existing Fido account holder, the agent, with her supervisor’s blessing, opened a new account for me. Upon receipt of the upgraded device, I would port my existing number out of Fido, and then back in and attach it to the new Samsung device. ..
That seems unnecessarily complicated for a simple hardware upgrade. I'm not sure what the reasoning was for that convoluted upgrade, but in your dealings with customer service, are you sure they were aware you had two accounts? It would be unusual for customers to have two accounts. Some customers might have two lines on the same account, but having two accounts could have lead to some confusion.
You claim that during your most recent dealings with customer service, the agents did not understand the issue. After reading your post, to be honest, I'm not sure I understand the issue either. You received two phones, send one back. Fido does offer their 15-day satisfaction guarantee. I understand that you feel that you know your issue, however, are you effectively relaying your concerns to customer service? For example, in your post, it wasn't until more than halfway into your post that you mention a Samsung tablet. Nowhere before had you referred to a tablet.
Again, I don't know what was discussed with customer service. However, if more than one customer service representative does not understand your issue, perhaps you need to better explain your issue to them. Communication is reciprocal. If one party can't fully express their concerns, the other party cannot fully understand those concerns. If they weren't aware of all of the relevent information (ie two accounts etc), they might not have been able to fully familiarise themselves with your situation.
Hope this helps 😀
Cheers
Hey everyone! Thanks for taking the time to share your experiences.
We always aim to provide great customer service, so I'm sad to hear @J-D-M and @Risers were disappointed by their recent interactions with us. 
We would hate to see you leave, so please don't hesitate to contact us and we'll do our very best to help.
Should you wish to discuss the situations through the Community instead, we can definitely talk about it in PM.
Let me know!
Hello again,
Thank you for the reply.
@J-D-M wrote:.. If you re-read my original text that you copied and pasted, you'll see that the agent and supervisor were aware of the account and offered the new account as a means to port out and back in...
I understood that the supervisor gave their blessing to open the new account. My point was that the port out and port back in seems unnecessarily complicated. I don't think that would be something that was done unless requested to do so.
@J-D-M wrote:..What I'm looking for is a solution. ..
For what are you trying to find a solution? You received two phones but you only want one phone so return one of the phones. Perhaps that's not the issue. Is it that you have two accounts? Porting your number out to another provider will automatically cancel the Fido line associated with that number. Unless you have other services on that account, the line cancellation should also close that account. If you did wish to port your phone number, it would be the new provider who would need to request the port out from Fido. You should note that for security reasons, there may be a time frame within which multiple number ports can not be performed.
You say you have been quite clear about your situation. However, multiple people apparently don`t seem to understand the issue. When more than a couple of people can`t seem to understand, there is breakdown in communication. It might seem clear to you, but it may not be clear to others.
If you would like assistance with your issue, you would need to contact customer service. Alternatively, you might consider sending @FidoSolutions a PM. Once they verify some information, they will also be able to access your account. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.
Cheers
Hello again,
Thank you for the additional information. Things are finally starting to make some sense.
@J-D-M wrote:..Thanks for the reco to contact customer service. Been there, done that, got the chat logs to show for it. I'd hoped by coming here there would be another avenue to connect with an actual Fido agent who might be able to sort this out....
Unfortunately, this is a public forum and any account issues do need to get done by customer service or via private message. Even if a moderator were to reply, they would either send you a PM or ask if you would like to be sent a PM. My suggestion to send FidoSolutions a PM was to get that ball rolling for you.
As to which phone belongs to which account, the phones` serial number and IMEI should be listed in your account(s) at the time of purchase. The phone numbers should also be listed on your accounts. If you are trying to port out your number to another provider and back, you should use the phone listed on your new account. As mentioned previously, porting out your number would cancel your current line with Fido.
Cheers
