Post Dial Delay & Incoming Call Delay

[ceo]

Just came to Fido from Chatr...

I have a serious delay with getting a call setup. When I dial out, there's a 6 second (dead air) delay before ringback. When I call my cell phone (on Fido) from a landline, it takes about 14 seconds before my phone even rings (the other side gets dead air for about 6 seconds before hearing ringback). There is no delay when I call 611 (almost instant connection) but that's the only number without an issue.

The device is a Samsung Galaxy S3 and it worked great when I was with Chatr. Under Chatr, there were no delays in getting a call setup (incoming & outgoing). I figured there would be no difference since both companies are technically under the Rogers umbrella. The only major difference I can think of is that this is now a LNP/FMNP (ported) number in the system.

Any advice would be greatly appreciated.

[GowGanda]

Huge amount of "Post Dial Delay" today !!! Whats going on ? Not enough trunks to handle capacity ?

8 second delay from last dialled digit to finally hearing anything.

[haque1]

I see this post is dated 12-18-2012 03:13 PM by Community Specialist FidoStephen and according to the Specialist it should be resolved and I see you said 5 seconds are normal.  So what should be done if the time is more than 5 seconds lie 10-12 seconds ?  I got your service for a year and it's happening from day one over 5 seconds.

[FidoPierre]

Hey @haque1 !

Sorry to hear you're experiencing issues with your calls. Can you give us a little more details?

- Is the same delays impacting both your incoming and outgoing calls?

- What phone model are you currently using?

- Do you know if your phone is on the most recent OS update?

Let us know.  

[marroush]

Hi everyone!

What is the latest update with the ticket(s) opened?

Thanks,

m.

[ceo]

I haven't talked to Fido yesterday but I think the ticket is with the Rogers Voice NOC and they're still working on it. Yesterday, on my Caller ID, I noticed a test call from Rogers @ 18:34 MST and then another call from the Rogers Voice NOC @ 18:57 MST.

[Leonardo32]

Hi guys!

I'm a new FIDO customer from December 8 2012,

got the $56 unlimited deal with the Galaxy nexus at $0 on a 2yr contract...

Right off the bat till now,

im having this exact 'receiving call delay' issue as you guys mention...

Example, if i pick up my home phone and try to call my cell phone,

once i finished inputting my cell number,

there's a good 12 to 15 seconds blank before my cell phone starts to ring!!

it's insane!!

I called customer service many many times since december 8

and issue is still going on...

They did end up opening a ticket since

the issue hasen't been resolved when they made me change my Nexus and SIM card...

So those are ruled out...

Network problem for sure now...

I lost so much time on this calling customer service its insane!!

however, i do feel lucky since i have 15 days to return everything back to FIDO

and cancel my contract without any penalties

So i told them if its not resolved before December 21,

I'm canceling on the 22....

So in an effort to keep me as customer,

they won't make me pay my first bill ...

But my position won't change...

I'm canceling on the 22 if its not fixed...

VIRGINE / KOODO both offer the same $56 unlimited plan as FIDO anyways.

So i'll go with them if i have to!!

Where i bought my phone, at bestBuy mobile,

the seller said that FIDO tech support (rogers) knows about this issue

and that im not the only one experiencing it...

however, most shocking was that FIDO asked the seller to

say to customers that the issue will be fixed in a 6 to 8 weeks time frame!!

So far, no answers about my support ticket...

FIDO is still waiting for an answer from rogers tech support...

it takes 5 business days at most..

ticket opened december 11 so,

december 18, i should post back here with FIDO's answer,

hopefully...

I feel bad for everybody that can't cancel their contract without penalties if any...

I may also note that i made an official complaint by Contacting the Office of the President

after hearing from the Customer Care representative that the manager in place

didn't want to talk to me...

So let's see what the the Office of the President has to say....

If anyone has updates on the situation, please post!!

thx

[ceo]

@Leonardo32: I commenced services on December 8th as well (on a month to month) basis. Doesn't sound like there's a centralized notification system to other Fido customer service representatives. Many people have reported this issue but I was told that I was the only one experiencing the issue and as such, my phone was singled out. They also made me do a SIM Card swap that didn't fix anything.

[ceo]

Update: Received a text message @ 10:05 MST this morning from Rogers.

The text mesage is as follows:

Hello, this is a message from Rogers. We are pleased to report that your wireless ticket #CT******** is resolved. Please call 1-888-***-**** or log on to wireless.rogers.com if you need more help.

Completed a quick test call from a Shaw & Telus line and the delay has been reduced to 5 seconds before ringback. Much better than the long 12 seconds. I'm not sure if they moved me to a different switch or if they completed network related work. If it's network related work, that would result in a significantly reduced dead air period before ringback for everyone.

[SteveTherrien]

I just tested calling from Shaw, Telus, Bell and Virgin, and the ringback delay also seems to be fixed for my number (down to 4-5 secs).

Thanks

[Leonardo32]

nice to hear that something was done for you CEO

im still waiting to hear from FIDO as we speak...

if its fixed for you, and apprently it is,

could you try to find out exactly what the issue was?

just out of ciuriosity,,,,

thanks!

[Leonardo32]

Little update from the Office of the President.

I got a call from them just now...

The guy of course said that he can't do nothing more

since technical support currently works on the situation.

And he even goes a step further saying i'm the 1st client

complaining about this delay isssue which obviously,

im not the only one huh!

Also i asked him,

since u guys fully credited my 1st month because of this,

will you also do the same fornext month if the issue is not fixed?

He said he can't do that.

He added that this situation is costing them alot

and he can't continue to credit me months like that.

So i said ok, then in this case, i'll just cancel my contract on december 22

since im still on my 15days of satisfaction

and on december 23 i'll just sign a new contract which will again

give me another 15days of satifaction.

and i can keep doing this till the situation is fixed.

and this will indeed cost you guys alot more if i do that!

He said im right, but he still can't credit me my next month

if the issue is  still going on...

im going for a STEP4 complaint.

[SlimchanceJohn]

True, you were not the only one with the issue, I complained and never heard back from the captain, however I did get a response back today from a technical rep explaining the repair, In this case it appears like the captain of  the ship is a little out of touch with the  working crew who are aware of the problem, My delay has been reduced to about 5 seconds only now, very much improvement from the previous 12 seconds.  I noticed the improvement around Sunday, I'm sure everyone will be looked after as they are all fully aware of the problem.   Thanks for everyone's input on this subject, if this posting didn't exist things would have been rougher.

[FidoStephen · Accepted solution]

Hi everyone,

This should now be resolved.

Please let me know if you are still experiencing a long delay. A delay of up to 5 seconds is normal. 

Thank you for flagging this everyone!

[McGus]

Hi Stephen,

I'm afraid this issue is not resolved for me. Callers are still experience a long delay after dialing, or are being directed straight to my voicemail (even with phone turned on and getting good reception). If someone could follow up with me on this issue it'd be appreciated as I've had no success with tech support to date. It's proving highly problematic for me and my business!

Thanks

[FidoStephen]

---

@McGus wrote:

Hi Stephen,

I'm afraid this issue is not resolved for me. Callers are still experience a long delay after dialing, or are being directed straight to my voicemail (even with phone turned on and getting good reception). If someone could follow up with me on this issue it'd be appreciated as I've had no success with tech support to date. It's proving highly problematic for me and my business!

Thanks

---

Hi McGus,

Sorry to hear that this issue is ongoing for you. Would you please send me a private message with your phone number so that I can look into this for you? Click on my name, and you will see the option to send me a private message on the right hand side.

Cheers

[ceo]

@FidoStephen: I've tried dialing from a Shaw & Telus a number of times to my relevant Fido number. About 65% of the time, it's about 5 seconds (which is what you consider as accceptable). That's borderline in my books but I'll live with that. About 35% of the time though, I find that the 12 second delay is still there. There are times where I've dialed myself (full signal strength) and it goes straight to voicemail after 12 seconds of dead air. Whatever they've done to reduce the delay from 12 seconds to 5 seconds, can they repeat that success all accross the board? Thank you.

Ironically, there is very little delay on Chatr (a cousin of Fido). I've never seen anything beyond 3 seconds with Chatr...

[Leonardo32]

Hi guys, today, decembre 19th, i went back to BestBuyMobile and totally cancelled my contract.

lucky i was still in my 15days of satisfaction! so no fees for me

main reason was that FIDO said tech support will reach me december 19 to fix my issue.

I said thats my bottom line, if no one calls, im out.

so guess what, of course, no one called, and i stayed home waiting for nothing!!

so i went ahead and canceled my contract.

never seen something like this... bad customer service at its best,

been having issues from day one! (11 days in this mayhem), that enough....

[eskro32]

Hey guys,

quick update, after cancelling my 1st contract for free,

today, i decided to give FIDO a second chance,

so went to the store again, got the same $56 smart plan / 2ry

took the MOTOROLA RAZR HD LTE for $0 with a $50 gift card from the store

i'll report back findings.

and i'll be careful to not overpass my talk time and data so that way,

if anything, i'll still be able to cancel for free again in 15days....

So far, the reception seems far superior then on the Galaxy nexus i had!

no calls drop or no --> TEXT MESS not sent alerts

everything goes through even in my basement.

as far as the delay issue,

best thing is that im currently not experiencing it!

which is a good thing!
Maybe its because i've started fresh with a new cellphone#

and a fresh new FIDO profile, who knows!

currently if i pick up my home phone

and call my cellphone with it

after finishing dialing my cellphone#

there's a 5 second delay before my cellphone starts ringing.

I guess thats way better then 15 seconds.

5 seconds is normal i believe.

what do u guys think a normal delay should be out of ciuriosity?

LTE logo does show up in the top right corner of my phone!

So yeah, so far so good, let's just  hope for the best!

This RAZR HD LTE phone is pretty much on par with the famous GALAXY S3.

do the math,

RAZR HD LTE --> $0 / 4.7" screen /  2530 mAh battery / 1GB Ram / 1.5GHz dual core

vs

GALAXY S3 --> $400 / 4.8" screeen / 2100 mAh battery / 2GB Ram / 1.5GHz dual core

any questions?

[FidoStephen]

Hi everyone,

I've got enough examples, and a master ticket has been opened. I will keep you updated. 

Thanks for your input.

[SteveTherrien]

I just switched from Bell to Fido and I have the same problem with my Samsung Galaxy S2 (I didn't before I switched).

Incoming calls from Shaw or Telus landlines have about 8-10 seconds of silence on the caller's end before they hear it dialing, at which point my phone starts to ring. I had a co-worker use his Bell cellphone to call me, and it rang instantly, so it's not a problem with the phone. A different co-worker (on Virgin) also experiences the 8-10 second delay though.

Outgoing calls take a few seconds to connect, but nothing concerning.

I don't know what switch I'm on, but I'm in Kelowna.