Unexpected Esim Activation Fee After Device Upgrade

[yoliva]

I recently upgraded my device. As part of the process I needed to change the esim to the new device. I tried to do it online but it didn't work because "an internal service error" After talking to support by phone they told me to go to one of FIDO service points and they would do it instantly. After that I went to the FIDO office and they charged my extra $11 CAD because "that's the way it works" leaving me with no other choice but paying or leave with the new phone that I just bought from them. Can anyone from FIDO take a look at this? Really disappointed...

[Original_Lucy]

Hi there @yoliva , sorry to hear you were charged for switching your esim. Unfortunately,  when you require assistance and an agent assists you, there is a fee. We are a community forum here, but you may want to reach out to customer service by using one of the methods Here and see if they will waive the fee.