Fido Reviews 3,122

The AI customer service is purposely frustrating and poorly optimized in the hopes customers will give up rather than try to have their issues addressed. I was simply trying to return a call I had received which turned into a half hour headache trying to navigate the AI systems only to have to wait a full week for a customer service rep to call me back.
The purpose of these AI customer service options to to get customers used to the idea of having no more customer service. I would be 100x happier just walking to a location rather than the false promise of phone service. Phone service is not something fido supports anymore, it's not designed to be useful, it's built to suck. It's job is to have people so frustrated after the interaction they never want to make an attempt to contact customer support ever again.

I joined up with fido over halfway into November from.rogers because it was a black Friday deal. I had then look into my bill bevause on the black Friday deal it says 0.00 activation fee on it. I still have the picture saves of the new plan. Fido is going against their plan and charging me $192 on my first bill. I was told that I would only have to pay the 2 months worth which was $90 . Fido is going against their plan and it's called false advertisement. Be aware of fido with their deal Plans. I am recommending maybe switching off fido plan now because of this.

I had big problems when I first signed up. I took a 2-yr plan with a pre-loved phone that was to cost $25/month for the 2 yrs, then I would own it.

The first phone they sent didn't work. They sent a second and I returned the first. The second worked fine. I received my first bill and it was for over $3,000. They billed me the full cost of 2 phones. When I phoned the agent asked for proof I returned the first phone, which I didn't have. I admitted I didn't have it but stood my ground. He insisted they didn't receive it. After some searching he found proof that it had been received. (Phew!!) Long story long, it took MONTHS to get a normal bill from them. I would phone each time I received a bill and a very nice agent would read through the notes on my file and assure me that it would all be straightened out when I received my next bill, except that for several months that was not the case. I was still being charged outright for two phones plus interest. So now when I phoned, I not only wanted that outright charge to be removed for the two phones, but I also wanted the interest to be reversed. After several months, I finally got a regular bill from them, but I was still being billed interest. I wouldn't let it go. I kept phoning every month until they finally got rid of the interest charges. I think it was a good six months before I had a correct bill from them. Oh, and the calls always took over an hour. The agent would have to read through the notes, ask me questions, then try to digest the story. It was never quick.

I told them at the time that when this contract was over, I was out of there. I tried to get them to cancel the contract on the grounds that they couldn't get it right, but of course they wouldn't do that. I didn't think they would, but it was worth a try. Now the two years is up and I want to be gone so I phoned them today and to my surprise, you can't actually speak to a person. You speak to a disembodied voice that sets up a later appointment for you. So I called on a Sunday afternoon and will get a callback from somebody on Wednesday afternoon. That's how long it takes to actually speak to someone. Customer service from this company is just awful. I ended up with a different company offering much lower charges for much more data. Very happy.

It's very sad that Fido doesn't want their staff to have to deal with their customers. If they keep it up, they won't have to worry because customers will move along. I called another provider today and within a minute I had somebody on the phone who was very helpful. Listen up, Fido. You're making a mess of things.

Poor customer service. They don't back up what they say. They sent me an email removing add-ons 2GB/$25 and giving us 10 GB free. I asked why free, was told it was my lucky day???? then turned around 2 weeks later and charge us $75 for 6 GB that was used. I can't even find an add on through the website of 2GB/$25 .... Who would even pay that? I said that was part of the 10 free. They don't stand behind their actions and will only reverse $50 when I could have gotten 8GB/$20 to start withand see that offer on the website. Very sneaky, poor service and pathetic for a billion dollar company 😠

Fido’s practices are confusing and unfair. They are pressuring customers to replace phones by insisting that devices which have worked flawlessly for years are no longer compatible with their updated network. On top of that, they are imposing a $75 penalty for not being on this new network.
What makes the situation worse is the lack of proper customer support. There is no direct live customer service available, and customers are forced to schedule an appointment just to speak with someone, even for urgent billing issues.
Despite multiple attempts, they refused to reverse the charge. This approach is unacceptable and demonstrates a lack of respect for customers. As a result, I am moving all company lines to another provider. I will not be doing business with Fido again and strongly recommend others stay away.

Poor customer service. Increase fee without notice and force you to change new plan.

I was with Fido for a little over a year, and during that time my monthly bill increased from $76 to almost $100. I called to see if they could make any adjustments to bring it back down, but even getting in touch with a human was a struggle. Their new AI system couldn’t offer me a reasonable time slot to speak with an agent — it kept suggesting times much later in the day or even the next day. When I asked for a specific time, it told me that wasn’t possible. I eventually hung up because I couldn’t get a suitable appointment. Ironically, I was able to book one easily through the online chat bot.

When I finally spoke with an agent, the experience went downhill quickly. I had trouble understanding them, and it seemed like they were having trouble understanding me as well. Despite being very clear about why I was calling, they kept offering me more expensive plans with extra features I didn’t need. I repeated multiple times that I wasn’t looking for new services — I simply wanted my price returned to what it had been.

I also asked to be transferred to the retention department, since I was calling as a courtesy before switching carriers. It took asking three times before I was finally told that Fido no longer has a retention department at all. Throughout the call, the agent regularly interrupted me and didn’t allow me to finish my sentences, which felt unprofessional and frustrating.

By the end of the conversation, nothing had been resolved. When the agent asked if there was anything else they could help me with, I told them I was still waiting for actual assistance. Later that same day, I switched to another provider.

Since then, Fido has been calling me to offer new plans to win me back. I explained my previous experience and said I wouldn’t return even if they matched my old plan, because the customer service has declined significantly since I first joined them in 2009. During one of these follow-up calls, the agent actually hung up on me mid-conversation — which perfectly illustrated the reason I left.

Fido needs to take a serious look at their customer service. The agents are difficult to understand, they interrupt customers, and they seem limited in what they’re allowed to do. Removing the retention department was a mistake — that was the last line of defense that could have kept my business for years to come.

I genuinely hope Fido reflects on these issues and improves, because losing customers over a small yearly price increase shouldn’t be happening. In the meantime, I’m paying less at a competitor and getting a better plan.

I went to the Rogers store at Promenade.
I dealt with Uwais---This guy was amazing--
professional/ knowledgeable/ and most importantly worked with me.
He gave me the best plan for my wife and I on Fido.
I will certainly refer my friends/ relatives / and business associates to Uwais!

I switched to Fido because of a good deal they were giving on the new Google pixel 10 pro XL, on the website it said the month payment would be 59.60$, I have a photo of the website as proof, they continue to charge me over 100$ saying that was not the monthly price for the phone!! Stay away from this company!!

I wanted to leave 0 stars but had to put 1. I have been with fido for a decade, they charged me a suspension fee of 75 dollars for being a month late on payment. Not only did i have to wait 3 days for a call back, but when I finally spoke to them, they could not answer why I have a suspension charge when my line has not been suspended. The manager would not remove it. So I ask to speak to the manager and at first he declined, I asked for his info and the all the agent could give me was that his name is Mohammed, what? No full name, no ID, no badge, just my name is Mohammed. This is a manager in Canada? Who won't give the proper credentials and says all i can tell you is my name is Mohammed? Fido has fallen and is a trash company and I will never do business with them as long as I live, disrespectful, rude, and belittling people. They're losing an 1300 dollar a year account for 75 dollars. Save yourself the headache and stay away from this trash company who treats customers who have been with them for decades like they're worthless.

Fido is misleading. They are forcing customers to change their phone by claiming that devices which previously worked perfectly no longer support their new network. On top of that, they are charging an unjustified $75 fee for not using this new network—despite the fact that my five-year-old phone is technically incompatible with it.

They refused to remove this charge. This practice is unacceptable and lacks transparency. As a result, I am switching providers for all the smartphones used by my company. I will not use Fido again and strongly advise others to avoid them.

Terrible products and non-existent customer service, would highly recommend anyone reading this to just get a VOIP or a prepaid plan from a large retail, same amount of services for 1/2 to 1/4 the price.

Worst phone service, horrible customer service. Everything is just horrible. I’m surprised how they are still in business. They are definitely not prioritizing customer service or loyalty. I would not recommend this service for any one in Canada especially as a new comer. It will be one of the worst decisions you could ever make. Thank me later.

This has been one of the most frustrating and disappointing customer service experiences I have ever had.

I followed the proper process to suspend my mobile line before traveling. While I was abroad, with zero usage (no calls, no data, nothing), my line was reactivated without my consent and I started receiving monthly bills.

For months, I tried to resolve this:

Contacted customer care multiple times

Called 611 repeatedly and was promised callbacks that never happened

Used online support channels with no real solution or accountability

Despite not using the service at all, I kept receiving new charges, late fees, and warnings, month after month. No one took ownership of the issue. It felt like the system only knows how to send bills, not help customers.

Being charged continuously for a service you never used, while customer care is unreachable or ineffective, is unacceptable. This experience left me feeling ignored, helpless, and disrespected as a customer.

This is poor customer treatment, and absolutely not what I expect from a major telecom provider.

Would not recommend based on customer care alone

So if I could I would give a negative review I need one question answered that was it one question. I was told by that stupid bot they have it would be 5 days to get a call back , well I went to Rodger’s in the mall and got the answer to my question.Well Fido you can shove your business and your Jack bot where the sun dont shine,and to the female who phoned back on the fifth day. You are useless ! Iam gone to a different provider.

I don't know what's happened to Fido but after nearly 2 decades, I'm leaving. I called because I need help with my phone, it's a tech issue but yet their AI system wouldn't even let me sit on hold, which I would have done, no instead I'm forced to make an appointment, either tomorrow or Saturday. WTH!! I'm having technical issues with my phone and I have to wait at least a day? And of course it's only at times when I'm at work and can't be on the phone with tech support. Who came up with that brilliant plan? If I'm calling right now, it's because this is when I need help and this is when I have time to sit and wait! Not to mention in the last three months my bill has gone up at least four dollars, no warning, no reason, nothing. Bye fido, here's my cancelation paperwork, GO FETCH!

Very bad customer care. Online chat is worst.
Worst ever service provider.
I spoke and got a $5 loyalty discount, instead of deducting it to my bill, they added $5.
Now cannot call back until tomorrow.
What a joke.
Going to bell, they provide better services.

They deserve a zero

Keep charging me roaming fees even tho I am nowhere near the states, over 200$ so far

Crooks

I canceled 2 cell lines and 1 house line . Fido keeps increasing my bill. Not easy to reach out .fido keeps making up rules everyday. Stay away from this cell provider.

If I could give fido a big zero rating I would. Customer service and tech suport absolutely horrid. As of Dec 15 25 you will not be able to get real human customer service representatives One has to use the virtusl assistance then Fido will call back you at a time they pick but of course they do not call you back. So no human representatives to voice concern rather if you have tech issues or ant other issue. When did get a real human rep. They knew nothing. Even your phone wS not working and you have proof they still claimed nothing wrong their end. Do not do not do not give fido roger any businesss horrid horrid horrid service . Shame on Rogers and Fido you a the worst company going. All your concerned is about making a fast buck.