Post Dial Delay & Incoming Call Delay

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Post Dial Delay & Incoming Call Delay

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.

 

 

 

Accepted Solution

Re: Post Dial Delay & Incoming Call Delay

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!

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Message 1 of 37
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I'm a Contributor Level 1 SlimchanceJohn
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Re: Post Dial Delay & Incoming Call Delay

Ok, found it, I just sent you a message, thanks
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Message 16 of 37
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I'm Helpful Level 1
I'm Helpful Level 1

Re: Post Dial Delay & Incoming Call Delay

Update for everyone: I received a text message at 12:22 MST today for the ticket they opened for me, saying, "Hello, this is Fido. I just wanted to let you know that we are still working on your network issue that was reported yesterday. -Service a la clientele Fido"

 

Missed a few calls today (according to WhoCalled) - phone never rang.

 

@SlimchanceJohn: I'll send you my ticket number privately (we both have the same issue) - not sure if they have a way of attaching your account to that ticket as well? You can mention that to them the next time you chat with them. Saves you the extra work of explaining.

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Message 17 of 37
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I'm a Contributor Level 1 SlimchanceJohn
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Re: Post Dial Delay & Incoming Call Delay

Ok thanks for the info, at least you got a text answer back .  I sent a" help!" letter to the so called  "presidents office" on Monday thinking i would hear back in a day or so, however nothing, zipo, zero, zilch, nada 4 days out now.  President of what? 

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Message 18 of 37
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I'm a Participant Level 1 marroush
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Re: Post Dial Delay & Incoming Call Delay

Hi everyone!

 

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

 

Thanks,

 

m.

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Message 19 of 37
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I'm Helpful Level 1
I'm Helpful Level 1

Re: Post Dial Delay & Incoming Call Delay

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.

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Message 20 of 37
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I'm a Participant Level 3 Leonardo32
I'm a Participant Level 3

Re: Post Dial Delay & Incoming Call Delay

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 Smiley

 

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

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Message 21 of 37
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I'm Helpful Level 1
I'm Helpful Level 1

Re: Post Dial Delay & Incoming Call Delay

@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.

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Message 22 of 37
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I'm Helpful Level 1
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Re: Post Dial Delay & Incoming Call Delay

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.

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Message 23 of 37
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Community Specialist
Community Specialist

Re: Post Dial Delay & Incoming Call Delay

Hi everyone,

 

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

 

Thanks for your input.



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Message 24 of 37
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I'm a Participant Level 3 Leonardo32
I'm a Participant Level 3

Re: Post Dial Delay & Incoming Call Delay

nice to hear that something was done for you CEO Smiley

 

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!

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Message 25 of 37
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I'm a Participant Level 3 Leonardo32
I'm a Participant Level 3

Re: Post Dial Delay & Incoming Call Delay

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.

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Message 26 of 37
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I'm a Participant Level 2 SteveTherrien
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Re: Post Dial Delay & Incoming Call Delay

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 Smiley

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Message 27 of 37
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I'm a Contributor Level 1 SlimchanceJohn
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Re: Post Dial Delay & Incoming Call Delay

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.

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Message 28 of 37
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Community Specialist
Community Specialist
Solution

Re: Post Dial Delay & Incoming Call Delay

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!



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Message 29 of 37
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I'm a Participant Level 1 McGus
I'm a Participant Level 1

Re: Post Dial Delay & Incoming Call Delay

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

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Message 30 of 37
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