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Service Interruption

FidoStephen
Community Manager
Community Manager

UPDATE: 

We have been listening to our customers from across the country who have told us how significant the impacts of the outage were for them. We know that we need to earn back their trust, and as a first step, we have increased the value of the credit. We will be automatically crediting our customers with the equivalent of five days service on their August bill. We will continue to work around the clock to restore Canadians’ confidence in us.

 

Click here for FAQs

 

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We value you as a customer and are committed to keeping you connected. Due to the service outage which occurred on July 8th, you will see a credit on your August bill. Once your August bill is ready, sign into Fido My Account to view your bill and applicable credit.

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We have now restored services for the vast majority of our customers and our technical teams are working hard to ensure that the remaining customers are back online as quickly as possible. As our services come back online and traffic volumes return to normal, some customers may experience a delay in regaining full service. Once again, we sincerely apologize for the disruption this has caused our customers and we will be proactively crediting all customers. You do not need to contact us for the credit as it will be automatically applied to your account.

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We are currently experiencing an outage across our wireline and wireless networks and our technical teams are working hard to restore services as quickly as possible.


On behalf of all of us at Fido, we sincerely apologize to our customers, and we will continue to keep you updated as we have more information to share, including when we expect service to be back up. Thank you for your patience as we work to resolve this issue.



61 REPLIES 61

ZeePee
I'm a Contributor Level 2
I'm a Contributor Level 2

Haha!!! Fido don't care for the customer service or keeping up with their commetments!

I am waiting for my phone for more then a month now which was expected to be delivered after a week of placing the order!!! But even the FIDO's PRESIDENT OFFICE also basically politely told me to do whatever you want but we don't care! LOL!!! And still you want us to believe right?!

Jacky2017
I'm a Participant Level 1
I'm a Participant Level 1

you said "We know that we need to earn back their trust", but why you fido still treat your customers differently?

someone got $25 compensation for the outrage and others can only get 5 days credits? Didn't we experience the same problem in July? that's weird.

I don't think this can earn back anyone's trust, even worse, will lost more and more customers as we see you fido shows no respect to everyone.

ZeePee
I'm a Contributor Level 2
I'm a Contributor Level 2

I am still waiting I guess... you still got lucky!

Amibuggy
I'm a Participant Level 1
I'm a Participant Level 1

Just got my bill. I don't see anything! Why is fido saying in the August bill but nothing shows for so many people? How long? September bill? 

ZeePee
I'm a Contributor Level 2
I'm a Contributor Level 2

You are not alone! Hang tight and keep waiting and hoping! Haha

The bill you received this month (August) is from the month of July, you cannot get a bill for a service that has not been given, on August you receive the bill for the service used on July, right now we are still adding for the cycle bill of August, at the end of the month the cycle ends and you get the bill from August cycle at the beginning of September which must have the credit applied

Hello FollowThePolo,

 


@FollowThePolo wrote:

The bill you received this month (August) is from the month of July, you cannot get a bill for a service that has not been given, on August you receive the bill for the service used on July,....


  That statement isn't entirely correct. With post-paid services, every billing cycle includes charges for the upcoming month plus any overage or additional charges (ie long-distance) from the previous month. So we are billed for the next month's plan as well as any additional usage from last month.

 

Hope this helps 😀

 

Cheers

 

 

 

 

 

 


jassipawar
I'm a Participant Level 2
I'm a Participant Level 2

I have checked my current Bill, there is nothing about Credit in it..

 

Your current bill is for the month that is running (August) , the bill you got corresponds to the service you where given on the previous monyh of July, you will get August bill at the beginning of September 

DeepakAnand
I'm a Participant Level 1
I'm a Participant Level 1

I got the bill today but I don't see any credit for 5 days. Whats is wrong?

FidoUsre
I'm a Participant Level 2
I'm a Participant Level 2

if i shift to a cheaper plan, hope i still get the 5 day credit based on my plan rate at the time the ourage happened? can some body please confirm?

Gaur
I'm a Participant Level 3
I'm a Participant Level 3

How exactly are you working to gain back the trust???? Inflating our bill and then giving back credit. I was in a two year contract for 35$ monthly, i just received my July bill with $ increase in the amount. My number is *** *** ****. This is crazy customer service. Have spent 2 hours since morning trying to contact a Fido agent. Was able to connect with 6 agents since morning both on phone and live chat - all of them abruptly ended the session in the middle of the conversation - Prashanth from Montreal and Isaac from Toronto and many more.

 

Fido - the most unethical company ever! Mafia company!

ZeePee
I'm a Contributor Level 2
I'm a Contributor Level 2

Keep banging your head but no one cares!!! I am seriously thinking to switch!

Loca0879
I'm a Participant Level 1
I'm a Participant Level 1

Fido is just bs. They can most certainly afford to give their customers at least one month free for the bs we all went through. Some of us were literally stranded with no way to get to where we needed to go or pay for anything!!!!! I was down for 3 days. This is not gaining our trust back. It's time to make a switch and look for a better company.

ZeePee
I'm a Contributor Level 2
I'm a Contributor Level 2

No one cares for your trust and loyalty! Look for parallel alternatives which i myself is doing!

Tobias2021
I'm a Participant Level 1
I'm a Participant Level 1

Haven't seen any credit yet, I'll be honest if it's not there soon I'm done with Fido and Rogers for good.  As much as I dislike the competition this is foolishness.  I'll give it till the the 1st of August and we'll see what happens.

Hey everyone! 

 

To clarify, the credit for the outage will appear on the bill dated in August.
Depending on when your billing cycle ends, you might receive the August bill in September.

 

You'll see the bill date at the top of the page, on the PDF invoice. Smiley 

Should you have any questions in regards to your account, don't hesitate to reach out to customer service for assistance! 



Mistake
I'm a Participant Level 1
I'm a Participant Level 1

This is a lie though. I just got my August bill and there is no credit. I called and was told this "automatic" credit is going to take 2-3 billing cycles to be applied, so if I don't get it next month or the month after then I can call back and no one is able to fix it and I will just have to wait. This company is absolutely ridiculous and I should have canceled my plan a long time ago.

ZeePee
I'm a Contributor Level 2
I'm a Contributor Level 2

their customer service and loyalty department knows nothing! guys on phone offers stuff which their manager doesn't even know about! and then you hear the harp playing from the top, lol!

Hey @ZeePee !

 

We've replied to your other post, here