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Support

What to do when your phone is missing

It’s unfortunate that your phone was lost or stolen. As a Fido customer, you may benefit from various phone replacement options such as phone upgrade with agreement or using your FidoREWARDSTM to help you to get a new phone.

Things to Know

  • Once you report your phone lost or stolen, we will restrict your services. During this period of time, you are still responsible for your monthly charges.
  • The information contained on your SIM card (contacts, text messages) is not stored anywhere else and will be permanently lost if your SIM card is lost.

Report your phone lost or stolen

If a Copy, Forward, Auto-Reply or Distribution List message is sent from Canada to an international phone number, standard international text messaging charges will apply. If a Copy, Forward, Auto-Reply or Distribution List message is sent while roaming, standard roaming text messaging charges will apply. Save with Text Messaging add-ons.

The first step is to report the situation to us. Here's how:

My Account
  • Once you have logged in to your account, click on Lost or Stolen Fido under My Fido Service section and follow the instructions.

Using the Interactive Voice System (IVR)

  • Dial 6-1-1, free of charge, from a Fido Phone or 1-888-481-3436 from any other phone, enter your 10 digits Fido number and press * 1 to access the self-serve menu and follow the instructions.

By calling Customer Service

  • Dial 6-1-1, free of charge, from a Fido phone or 1-888-481-3436 from any other phone and press 2.

Report your phone lost or stolen

If you have reported your phone lost or stolen, you can reactivate by logging into My Account or by calling Customer service.

  • Once you have logged in to your account, click on Reactivate under Phone Reported Lost or Stolen section and follow the instructions.

Or

  • Dial 6-1-1, free of charge, from a Fido phone or 1-888-481-3436 from any other phone and press 2.

What to do if you don’t find your phone

You might want to look for a phone replacement. Click here to see your phone upgrade options.

See full details

You must immediately notify us, at any of the points of contact specified in these Terms, if your Equipment is lost, stolen or destroyed. You are responsible for the cost of replacing your Equipment. If you then wish to terminate your Services, a Device Saving Recovery Fees and/or a Service Deactivation Fee (as applicable) apply in accordance with your service agreement.

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