Fido Omdömen 

Two months ago I had a sales call from FIDO asking me why I had cancelled my cell phone account. I told him that I had moved to a cheaper service that FIDO couldn’t match. He told me that he could. He proceeded to tell me about a better offer than the service I was currently using.

This is where the sales script became deceptive. He told me that he would need my driving license number to run a credit check to see if I was eligible for the new offer. I gave him the information but told him that I would consider it but that I was most likely done with FIDO. He told me that if I decided to go for it that would be great and that if I didn’t then that was totally fine.

I literally thanked him for being so straightforward and matter of fact.

What he did not tell me was that he had just opened up a new account in my name and that I now had 15 days to cancel it or I would be billed whether I elected to use FIDO or not.

A month later I received a warning from Equifax that a new account had been opened up in my name. Later that day I received a bill of $121 from FIDO for an account that I didn’t know had been opened in my name.

I immediately called FIDO and explained in detail the deception of the sales call. After 110 minutes of being on hold I finally reached a manager. He had no empathy and did not like my accusation of unauthorized account. When I pushed him that I needed this resolved on the call he told me that there is no one available that had the power to close down this account. He had a nasty tone and said that I had in fact authorized the account by providing my driver’s license number and that I was myself to blame.

He arranged for me to receive a call from the office of the president of FIDO.

On that call I explained in detail the exact conversation that had occurred on the sales call using a deceptive sales script, and resulting in an unauthorized account.

I asked the representative of the office of the president about 5 questions. To 4 of the 5 questions his answers were “I must be very careful and do my due diligence before I can respond to that” and “I need to carefully listen to the sales call but I am very sorry to hear about your situation.

When I asked him do you personally believe that I authorized this account he gave me an emphatic “yes, you authorized this account.” On this answer he did not need to do his “due diligence” or to be “very careful”. He showed his predisposition to finding against me and in favor of FIDO without a moment’s hesitation.

All other answers from him expressed deep sorrow and careful answering.

Within two days, the account had been closed and the bill had been cancelled. If I had not had such a detailed explanation of the sales script and documentation of the name and conversation of each person that I had spoken to FIDO’s rep’s gas-lighting attempts and argumentative practices may have been successful.

After several days of frustration and multiple phone calls I had finally gotten through to someone who had the ability to close down the account and reverse the bill though I received no compensation for time lost and frustration. Beware of sales calls from FIDO.

To Global News Consumer Watchdog,

I am writing to report a troubling experience I have had with Rogers Communications / Fido over the past year. Despite months of attempts to resolve the matter directly with the company, including escalation to the Office of the President, the situation has caused significant financial and personal stress.

The issue began in February 2025, when my phone was stolen while I was in Playa del Carmen, Mexico. I contacted Fido to report the theft and was told they would send a replacement phone. However, the replacement device was not new — it was a used phone that I was required to finance under a new two-year plan, and I was placed on a more expensive contract than expected.

Because I was in Mexico at the time, the replacement phone was shipped to Canada and then forwarded to me by a friend.

When I reviewed the new plan and the cost of the phone, I contacted Fido to ask why the device was so expensive. I never received a clear explanation. Shortly afterward, the replacement phone began experiencing serious issues, including:

• The phone would not ring when calls came in
• Random shutdowns
• The only way to know someone was calling was by looking at the screen

I contacted Fido numerous times and worked with multiple technicians, but the problem was never resolved. When I later returned to Canada and tried to address the issue in person, I was told the phone would need to be verified. This resulted in many hours on the phone and repeated escalations, including contact with the Office of the President, but no meaningful solution was provided.

During this process I requested copies of all communications and records related to my account, but Fido refused to provide them.

I also filed a complaint with the CCTS (Commission for Complaints for Telecom-television Services). Even then, Fido continued to stall and did not cooperate with several requests.
Eventually Fido agreed to replace the device, but again sent me a used phone at the same cost. My original phone was black, but I was told there were no black units left in their entire system, so I was sent a used apricot-coloured device instead.

While in Mexico, that phone also malfunctioned. Because Fido does not ship replacement devices internationally, I had to arrange for another phone to be shipped to Canada and then personally brought to Mexico by a friend. I returned the defective phones to Rogers using the same arrangement.

Despite this, Rogers claimed they never received the returned devices and shortly before Christmas attempted to withdraw approximately $3,700 from my bank account.

Thankfully I noticed the withdrawal attempt in time and had to block Rogers from accessing my account and place a stop-payment order to protect myself financially.

I spent many more hours on the phone with Rogers explaining the situation. I provided shipping receipts and documentation to a representative from the Office of the President, Enrique Takouan.

After reviewing the receipts, Rogers eventually “found” the returned phones and issued refunds for them. However, even after doing so, they continued attempting to withdraw approximately $1,900 from my account.

Having a telecommunications company repeatedly attempt to withdraw thousands of dollars from my bank account — especially right before Christmas — was extremely stressful and financially disruptive.

While some managers I spoke with were sympathetic, once the issue was handled by the Office of the President, I felt there was very little concern for the customer experience or the stress this situation caused.

I have email correspondence and documentation supporting this entire timeline.

I am reaching out because I believe this situation raises broader questions about how large telecom companies treat customers when billing disputes arise, and how difficult it can be for consumers to resolve issues even after escalating through official complaint channels.

If your team would like to review the documentation or discuss this further, I would be happy to provide any additional information.

Sincerely,

Jason Murphy

Bonjour... si j'avais pu mettre 0 étoile , je l'aurais mis. je ne conseille à personne FIDO . je suis avec No Name mobil depuis 2 mois ... à date je suis très très satisfait.... Prix / Qualitè / service / réseau bell.... tout est excellent.
Merci No Name mobil/ sans Nom mobil réseau bell.
Dany.

I am extremely disappointed with the level of customer service and support provided by Fido.

I purchased the $70 UK Travel Pass roaming package for my younger son while he was travelling in Europe, and it did not work even once during his trip. He was unable to make calls, send texts, or use data, and the only way he could contact me to confirm he had arrived safely was through WhatsApp while connected to hotel Wi-Fi.

Attempting to get support was incredibly frustrating. There was no option for immediate assistance or troubleshooting — instead, I had to wait several days for a scheduled callback appointment. When I finally did speak with someone, no meaningful troubleshooting or resolution was provided. I was simply told that the roaming pass had been “activated,” despite the fact that none of the services actually functioned.

I then submitted a request for a credit through Fido’s online form, only to have it declined with no proper explanation, escalation process, or opportunity to speak directly with someone who could address the issue fairly.

The entire experience highlighted a very poor customer service structure: limited access to live representatives, delayed support, ineffective troubleshooting, and no reasonable escalation path for unresolved issues.

Paying customers should not be left without communication access while travelling internationally, especially when they have paid extra for a roaming package that fails completely. Don’t bother with Fido unless you’re prepared for disappointment and incompetence. Extremely frustrating experience from start to finish.👎 if I could give it no stars I would!

I’ve been a Fido customer for over 8 years, since 2018, and my overall experience has gradually gone from positive to increasingly disappointing.

Fido used to be a budget-friendly and customer-oriented carrier, but over time, it has become noticeably worse in several areas. Monthly plans have steadily increased in price, rising from around $25 to as high as $45 and even basic services such as temporary suspension/number holding have gone from around $6/month to $15/month, which feels like a significant and unjustified increase.

In addition, the device financing/lease program often makes phones more expensive than buying directly from the manufacturer, which is misleading from a value perspective. Promotional offers, especially during Black Friday, also feel inconsistent or not as transparent as expected.

Customer service has also become harder to reach, with long wait times and difficulty getting through by phone. I have also experienced multiple billing errors over the years, which required repeated calls to resolve.

Overall, what used to be a reliable and affordable carrier now feels less customer-focused and less transparent than before.

Loyalty over the years does not seem to be rewarded. At this point, I have decided to switch providers once my lease ends in six months.

I HATE Fido's Tech support policy change. You make us schedule a call back that is "NEXT DAY" when the issue is URGENT. I have no data and I need to wait for a call back that is scheduled not even on the same day? What a joke of a customer service department. Today I was supposed to receive a call at 9:30am - NO CALL!!!! THis is totally unacceptable. FIX this ROGERS...no wonder so many customers HATE your customer service. Another reason to switch to Bell!!!

This is the worst phone provider ever. they charged me for 2 years for a plan that they failed to send it's sim to me and as a result i never activated or used that plan. i raised my concern to them thinking it was a fraud because i totally forgot about that plan, and they did not cancel it and they kept charging me even after opening 2 fraud cases. the never removed the outstanding payment since i opened the fraud case, and they made me change my credit card as they stated it was a fraud! they even could not investigate the matter properly to know it was a plan that i requested 2 years ago that they never processed, i never activated and i never used which clearly shows on their end!
i cancelled every service with Fido, i don't recommend them to anyone. Employees are incompetent and they don't know how to track or investigate things. they only know how to charge people with services that they never provide.
Worst experience ever, glad that i cancelled my services with them.

I called to terminate my line on feb this year. After the customer service guy got all information the line was cut off . I assumed that he will call me back , or he already cancelled it . They kept billing me every month , I kept calling every month to tell them I cancelled the account . Every time they say, we will deal with that and don't worry . They never did, until I got phone call from collection company. Their representatives not only incompetents but they lie too . Then asked to talk to a manager from Canada , he said I'm not allowed to do that. When I demanded that , he switched me to a Canadian lady . She admitted that the first guy didn't do a good job. She said when the phone call cut off , he can't call you back to finish the termination. She was lying too, since when you call any IT or any good company's representative, they ask you what is the phone number I can call you back at when the call cuts off. In spite the fact that they hurt my credit score,and it wasn't my fault , she refused to cancel the bill , she just gave me $80 discount from $300 bill . In order to save her a*s,she emailed me a termination report dated on May which is fraudulent since the termination should be on Feb. When I told her that I will give them negative report,she didn't care.It looks like she is used to get poor reports. STAY AWAY OF THIS COMPANY !!

It has oneof the worst customer services .
Mr Manher ( superviser !! )

Charging me $75 dollars because I didn't change my new card number right away, yet they actually received their payment the same day that it was due? OMG!

I wanted to set up an account. It forced me to call for anything.
The number was an automated system that wouldn't allow you to set up an account - literally not part of the menuing. How does this company get customers? They make it virtually impossible to onboard.
Stoopid.

I'd give it a ZERO star rating if it was an option. Their tech support is absolutely horrible and is lacking technical experience as well as good communication skills.

Wouldn't even think of this company. Friend got frauded out of a pixel iPhone. They said they couldn't cancel the phone number and he still has to pay for a iPhone that is not even in his position. Got a run around from fido Roger's people should make a lot better choice.

If I could give a zero I would give it to you! Terrible service

I canceled my fido account in December of 2024 and I am still getting charged. I was give a free note pad as a gift for signing up with fido. What I didnt know was that there was a phone number associated with it which I was being charged for. When I canceled my account they never cancelled this number so I was continually charged for it. I finally paid the amount owing so that I can finally get rid of them, but now apparently I am being charged for data. It is never ending and I feel I am being harassed. Never Fido, Never Rogers.

I had a fantastic experience at the Hudson Bay Center. Hitash was the primary person serving me and was incredibly patient, helpful, and supportive while looking into which charger would connect with my car. Nik also assisted in the process, and together they made sure I got the guidance I needed. It’s rare to receive such excellent service, and I truly appreciate it!!

Absolute garbage customer service! I tried 3 times to get a callback in one evening, and all 3 calls were an absolute joke! Nothing was accomplished as all 3 callbacks had ridiculous noise in the background! Tv or a public event, no idea, but definitely not a professional setting! I couldn't hear him and he even said he can't hear me..yeah...because of the insane noise in the background! 3 calls within 2 hours, different people, same exact result! Goodbye fido..i didn't sign up to a company who keeps increasing my prices and offering less, and when i try to understand why, i'm sent to a rep in india where he's operating out of a crowd in public and nothing can be heard!

I was a Fido customer for seven years, and unfortunately, the quality of both customer service and network reliability steadily declined over time. I frequently experienced dropped connections when switching between towers, which became increasingly frustrating. When I contacted customer support regarding these issues, the responsibility was often placed on me rather than the service itself.
Due to these ongoing concerns, I decided to switch to TELUS, a provider I had previously used without any issues. However, the process of porting my phone number from Fido was unnecessarily difficult and time-consuming. It felt as though my number was being withheld, despite it belonging to me and being fully eligible for transfer.
As a result, I have filed an official complaint with the appropriate regulatory authorities regarding my experience with Fido and Rogers. Throughout the process, I was disconnected multiple times during calls, and the only reliable way to reach support was through a callback system that could take up to two business days for each inquiry.
What should have been a simple cellphone provider switch ended up taking an entire day due to repeated delays and complications in releasing my number. Overall, the experience was extremely disappointing and unprofessional.

Very bad customer service, I can resolve my issue, I would not recommend fido to anyone!

Don't contact me after 18 months for a bill they claim I owed. What a sham of a company.