Hello CamiloAlvear09,
Welcome to the community!
Sorry to hear of your situations. However, you should note these forums are community-driven and not intended as a venue for customer services. We do not have access to customers' accounts nor would we be in any position to address your matter or forward it to customer service.
With regards to your issue, had you activated the eSIM (see here). I understand that suggestion might seem obvious, but some people might have assumed installing the eSIM is the same as activating it.
@CamiloAlvear09 wrote:
...I also bought a new phone for my wife through Fido. The activation date was set for a month later (because it was supposed to be shipped later), but the phone arrived early — and it’s not active....
That's strange. I understand you noted the activation was set for a later date. However, in similar cases, the plan activation usually happens at time of purchase. Customers have complained that their monthly plan charges had begun yet they had not received their devices. I'm not familiar with changes Fido may have made to allow delayed activations.
To clarify, though, does your wife have existing Fido services or is she a new customer? If she has existing Fido services, she should be able to place her old SIM in the new phone. Alternatively, she could update the SIM card information online (see here). It would be important to remember that she would need to receive a verification text message to her old SIM card.
I understand you have already attempted to call customer service. Unfortunately, they do not offer customer services via email. In addition, I believe they no longer offer customer services via social media. As far as I am aware, there should be an option for a call-back to speak with customer service.
Hope this helps 😀
Cheers
