fido/content on false false [Akamai-Origin-Hop] = [2] [Accept] = [text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8] [User-Agent] = [CCBot/2.0 (http://commoncrawl.org/faq/)] [Connection] = [Keep-Alive] [Host] = [www.fido.ca] [Pragma] = [no-cache] [Accept-Encoding] = [gzip] [x-dtinit] = [true] [X-WebLogic-Force-JVMID] = [444686973] [True-Client-IP] = [54.224.111.99] [Via] = [1.1 v1-akamaitech.net(ghost) (AkamaiGHost), 1.1 akamai.net(ghost) (AkamaiGHost)] [X-Akamai-Edgescape] = [georegion=288,country_code=US,region_code=VA,city=ASHBURN,dma=511,pmsa=8840,msa=8872,areacode=703,county=LOUDOUN,fips=51107,lat=39.0438,long=-77.4879,timezone=EST,zip=20146-20149,continent=NA,throughput=vhigh,bw=5000,network=aws,asnum=14618,network_type=hosted,location_id=0] [X-dynaTrace] = [FW1;1970801308;-1542218279;72350236;2;-1542218279;72350236;3] [TE] = [chunked;q=1.0] [X-Akamai-CONFIG-LOG-DETAIL] = [true] [X-WebLogic-KeepAliveSecs] = [30] [Cache-Control] = [no-cache, max-age=0] [Proxy-Client-IP] = [54.224.111.99, 184.28.184.60] [X-dynaTrace-Application] = [Fido.ca] [If-Modified-Since] = [Sat, 21 Apr 2018 19:29:06 GMT] [X-Forwarded-For] = [54.224.111.99, 184.28.184.60] content wireless-code en MOBILE mobile getcurious getcurious_cbm Tablets tablets setLanguage en Tablets Plan tablets_plan setLanguage en iphone iphone setLanguage en iphone compare iphone_compare setLanguage en INTERNET /homeinternet promotions support getcurious_faq Store Locator storelocator easyloginriverpage fido fido /login /pages/#/logout /web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart # /web/Fido.portal?_nfpb=true&_pageLabel=fido_search&Ntt= signin-interceptor <li class="visible-xs"><a href="/consumer/storelocator">FIND A STORE</a></li> <li class="visible-xs"><a href="/consumer/storelocator">TROUVER UN MAGASIN</a></li> <li id="shopcart"><a title="Shopping cart" href="/web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart" data-count="$itemsInCart$"><i class="rui-icon-cart"></i><span class="sr-only">shopping cart</span></a></li> <li id="search"><a title="Search" href="#" data-toggle="modal" data-target="#modal-typeahead"><i class="rui-icon-search"></i> Search</a></li> <li id="shopcart"><a title="Shopping cart" href="/web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart" data-count="$itemsInCart$"><i class="rui-icon-cart"></i><span class="sr-only">shopping cart</span></a></li> <li id="search"><a title="Search" href="#" data-toggle="modal" data-target="#modal-typeahead"><i class="rui-icon-search"></i> Recherche</a></li> <div id="shopcart-mob"><a title="Shopping cart" href="/web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart" data-count="$itemsInCart$"><i class="rui-icon-cart"></i><span class="sr-only">shopping cart</span></a></div> <div id="search-mob"><a title="Search" href="#" data-toggle="modal" data-target="#modal-typeahead"><i class="rui-icon-search"></i><span class="sr-only">search</span></a></div> <div id="shopcart-mob"><a title="Shopping cart" href="/web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart" data-count="$itemsInCart$"><i class="rui-icon-cart"></i><span class="sr-only">shopping cart</span></a></div> <div id="search-mob"><a title="Search" href="#" data-toggle="modal" data-target="#modal-typeahead"><i class="rui-icon-search"></i><span class="sr-only">Recherche</span></a></div> en fr ab bc mb nb nl ns on pe qc sk on en

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com.rogers.livesite.controller.form.EmailArticleFormController sendEmailArticle fido/content on false false component.support.content.article. [Akamai-Origin-Hop] = [2] [Accept] = [text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8] [User-Agent] = [CCBot/2.0 (http://commoncrawl.org/faq/)] [Connection] = [Keep-Alive] [Host] = [www.fido.ca] [Pragma] = [no-cache] [Accept-Encoding] = [gzip] [x-dtinit] = [true] [X-WebLogic-Force-JVMID] = [444686973] [True-Client-IP] = [54.224.111.99] [Via] = [1.1 v1-akamaitech.net(ghost) (AkamaiGHost), 1.1 akamai.net(ghost) (AkamaiGHost)] [X-Akamai-Edgescape] = [georegion=288,country_code=US,region_code=VA,city=ASHBURN,dma=511,pmsa=8840,msa=8872,areacode=703,county=LOUDOUN,fips=51107,lat=39.0438,long=-77.4879,timezone=EST,zip=20146-20149,continent=NA,throughput=vhigh,bw=5000,network=aws,asnum=14618,network_type=hosted,location_id=0] [X-dynaTrace] = [FW1;1970801308;-1542218279;72350236;2;-1542218279;72350236;3] [TE] = [chunked;q=1.0] [X-Akamai-CONFIG-LOG-DETAIL] = [true] [X-WebLogic-KeepAliveSecs] = [30] [Cache-Control] = [no-cache, max-age=0] [Proxy-Client-IP] = [54.224.111.99, 184.28.184.60] [X-dynaTrace-Application] = [Fido.ca] [If-Modified-Since] = [Sat, 21 Apr 2018 19:29:06 GMT] [X-Forwarded-For] = [54.224.111.99, 184.28.184.60] content wireless-code en on en /default/main/internet/fido/WORKAREA/common en_US j6ho4rn1 2017-08-24 18:32:55 true site/support j6ho4rn1 templatedata/site/support/data/billing-account/wireless-code 1519678096 2018-02-28 09:39:19 /default/main/internet/fido/STAGING /default/main/internet/fido wireless-code 1519678134375 2018-02-28 09:39:19 /default/main/internet/fido/WORKAREA/common/templatedata/site/support/data/billing-account/wireless-code templatedata/site/support/data/billing-account/wireless-code 1 true wireless-code ab, bc, mb, nb, nl, ns, nt, nu, on, pe, qc, sk, yt en, fr Billing & Account Management Management prepaid, regular faqs Wireless monthly 554 The Wireless Code | Fido Learn about how the Wireless Code affects your Fido Mobile services. The Wireless Code <p>The CRTC&rsquo;s Wireless Code (the &ldquo;Code&rdquo;) came into effect in December 2013. It was updated in 2017 and applies to all wireless service providers in Canada. Fido was one of the original supporters of the Code and believes in giving our valued customers more choice, freedom and control over their wireless services.</p> <p>Customers with accessibility needs are encouraged to watch <a href="#video">The Wireless Code and Your Rights as a Canadian Wireless Consumer</a>.</p> <div class="faq-container"> <div class="faq-question"> <h4>Who the Code applies to:</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer1" class="collapse"> <div class="faq-answer"> <p>Consumers and small business customers. The Code sets consistent standards across the country to provide equal rights for wireless customers, no matter what service provider they are with across Canada.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>What the Code means for you:</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer2" class="collapse"> <div class="faq-answer"> <ul> <li><strong>Critical Information Summary:</strong> Understanding your Fido Mobile account is easier than ever. Now, whenever we provide you with a wireless service agreement, we will also provide you with a critical information summary highlighting the most important aspects of your contract with us. Our version of the critical information summary is called &ldquo;Key Order Information Details.&rdquo; <a href="#CISsection">Learn more</a>.</li> <li><strong>Contract Delivery:</strong> All postpaid customers can receive their contract either in paper format or by e-mail. They can also request a copy of it for free at any time.</li> <li><strong>Device Unlocking:</strong> From December 1, 2017, all new devices will be sold unlocked* and any existing Fido devices held by our customers can be unlocked for free at any time.</li> <li><strong>Domestic Data Overage Cap:</strong> All lines on an account are covered under a $50 domestic data overage cap. <a href="#DDOfaq">Learn more</a>.**</li> <li><strong>Data Roaming Cap:</strong> All lines on an account are covered under a $100 data roaming cap. <a href="#DDOfaq">Learn more</a>.**</li> <li><strong>Trial Period:</strong> Our trial periods are no longer subject to usage limits. Customers have 15 days to try out our service and their wireless device (30 days if you self-identify as a person with a disability).</li> <li><strong>Flex Data Plans:</strong> All incremental data charges beyond the base tier monthly service fee now count toward the $50 domestic data overage cap.</li> </ul> <p>* Some of our existing device inventory will still be locked, but any device sold will come with instructions on how to unlock it.</p> <p><strong>**Wireless Code Implementation</strong></p> <p>The changes to the CRTC Wireless Code took effect on December 1, 2017,and we implemented the vast majority of the changes by this date. The following system changes will not be complete until May 31, 2018; (i) roaming notifications will continue to go to the device user and not the account holder; (ii) the requirement to apply the $50 data cap and $100 roaming cap at the account level if your account has multiple separate data plans (for example, if you have a line with 6GB of data &amp; another with 1GB of data) rather than apply separate caps for each data plan; (iii) combining data overage and one-time data top-ups under a single $50 cap; and (iv) combining travel packs and other roaming pay-per-use fees under a single $100 cap.</p> <p>You can manage your data usage using a variety of ways. To learn more, please visit: <a href="http://www.fido.ca/consumer/content/prevent-data-overage" target="_blank">fido.ca/consumer/content/prevent-data-overage</a></p> <p>If you are impacted by any of these scenarios and have concerns regarding data overage and data roaming charges that exceed the caps, contact Customer Care at <a href="http://www.fido.ca/consumer/contact-us" target="_blank">fido.ca/contactus</a>. Should you not be satisfied with how we resolve your complaint, you can also contact the CCTS. To learn more, you may visit its website at <a href="http://www.ccts-cprst.ca" target="_blank">www.ccts-cprst.ca</a> or call toll-free at 1-888-221-1687.</p> </div> </div> </div> <p><a name="DDOfaq"></a></p> <h3>Domestic data overage and data roaming caps FAQs</h3> <div class="faq-container"> <div class="faq-question"> <h4>If the charges on my wireless lines exceed either the domestic data overage or data roaming cap, will my data be put on hold?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer3" class="collapse"> <div class="faq-answer"> <p>Yes. Unless you&rsquo;ve pre-consented to pay additional data charges, when your account reaches $50 in domestic data overage or $100 in data roaming charges in a single bill cycle, data will be paused for all lines on your account. You will continue to have access to voice and text services.</p> <p>However, if your account reaches one of the data caps and data is paused, any lines on your account with data remaining will continue to have uninterrupted data access until their data allowances are used up.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>Will data access for all my wireless lines be paused when my account reaches the domestic data overage or data roaming cap?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer4" class="collapse"> <div class="faq-answer"> <p>Only lines on your account in overage will have their data paused. Any line on your account with data remaining will continue to have uninterrupted data access until its data allowance is used up.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>What services count toward the $50 domestic data overage cap?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer5" class="collapse"> <div class="faq-answer"> <p>The Code specifies that any amount of domestic data overage, including one-time data add-ons, count toward the cap. Currently, one-time data add-on purchases and domestic data overage charges will be calculated under separate $50 caps.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>What services count toward the $100 data roaming cap?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer6" class="collapse"> <div class="faq-answer"> <p>The Code specifies that any amount a customer pays in data roaming fees must count toward the cap. Currently, only certain roaming pay-per-use charges will be included in the data roaming cap. <strong>Fido Roam<sub>TM</sub></strong> and Travel Packs that include data, and roaming data add-ons are not counted as part of the cap at this time.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>Why aren&rsquo;t all of the data services mentioned above included in the caps on December 1, 2017?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer7" class="collapse"> <div class="faq-answer"> <p>These specific changes to the Code have been complex for us to implement and we need a bit more time. Fortunately, the majority of customers are not impacted by this. If you are impacted, have not consented to additional data charges, and have concerns regarding charges that exceed the caps, please <a href="http://www.fido.ca/consumer/contact-us" target="_blank">contact us</a>.</p> <p>If you have consented to pay for additional data charges, you are responsible for paying for those charges.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>Who gets notified when my account&rsquo;s data has been paused? And how will you notify us?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer8" class="collapse"> <div class="faq-answer"> <p>Once an account&rsquo;s data has been paused, you will receive a pop-up notification and a text message with details on how to consent to additional data charges and restore data.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>I&rsquo;m concerned about phishing? What number will these data cap text message notifications be sent from?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer9" class="collapse"> <div class="faq-answer"> <p>Text message notifications regarding the domestic and roaming data caps are sent from <strong>3339</strong>.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>Who on my account can consent to additional domestic data overage and data roaming charges, and how?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer10" class="collapse"> <div class="faq-answer"> <p>The account holder and any authorized users on the account can consent to additional data charges by responding directly to the data cap text message.</p> <p>When contacting us, only the account holder and Level 1 authorized users can consent to additional domestic data overage and data roaming charges above the $50/$100 caps.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>How do I change who can consent to additional domestic data overage and data roaming charges?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer11" class="collapse"> <div class="faq-answer"> <p>The account holder can manage which lines can authorize additional data charges by <a href="http://www.fido.ca/consumer/contact-us" target="_blank">contacting us</a>.</p> </div> </div> </div> <p><a name="CISsection"></a></p> <div class="faq-container"> <div class="faq-question"> <h4>I&rsquo;m an account holder or authorized user. How can I consent to additional data charges in advance to avoid my data being put on hold?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer12" class="collapse"> <div class="faq-answer"> <p>Text <strong>GO</strong> to <strong>3339</strong> to pre-consent to domestic data overage charges above $50 for your current bill cycle.</p> <p>OR</p> <p>Text <strong>GOROAM</strong> to <strong>3339</strong> to pre-consent to data roaming charges above $100 for your current bill cycle.</p> <p>Keep in mind:</p> <ul> <li>Only account holders and authorized users may pre-consent to additional data charges.</li> <li>You may only consent to additional data charges in advance for your current bill cycle: Follow the above instructions in each bill cycle in which you&rsquo;d like to pre-consent to additional data charges.</li> </ul> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>If I consent to domestic data overage charges above the cap, does that mean I&rsquo;ve also consented to data roaming charges above the cap (or vice-versa)?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer13" class="collapse"> <div class="faq-answer"> <p>No, each data cap is separate. You need to consent to each one individually.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>My data was not put on hold immediately once I incurred data charges above the $50 or $100 data cap. Why did this happen?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer14" class="collapse"> <div class="faq-answer"> <p>Unfortunately, the mix of data products and price plans in some accounts may result in a delay in your data being put on hold. If you didn&rsquo;t consent to additional data charges and were charged above the $50 or $100 data cap, please <a href="http://www.fido.ca/consumer/contact-us" target="_blank">contact us</a>.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>How is my Fido Roam data use counted toward the $50 and $100 data caps?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer15" class="collapse"> <div class="faq-answer"> <p>Once we implement all of the Code requirements, the Fido Roam daily fee will count toward the $100 data roaming cap. However, if you go above your plan&rsquo;s domestic data allowance while using Fido Roam, any data overage you incur will count toward the $50 domestic data overage cap. This is because Fido Roam doesn&rsquo;t distinguish between your domestic and roaming data use.</p> <p><a href="http://www.fido.ca/consumer/mobile/travel" target="_blank">Find out more about Fido Roam</a>.</p> </div> </div> </div> <h3>Contract-related FAQs</h3> <div class="faq-container"> <div class="faq-question"> <h4>What is a Critical Information Summary?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer16" class="collapse"> <div class="faq-answer"> <p>The Wireless Code requires us to provide postpaid customers with a critical information summary whenever we provide a wireless service agreement. The critical information summary is provided to you in addition to your agreement and is a summary of the most important elements of your agreement. Our version of the critical information summary is called &ldquo;Key Order Information Details&rdquo; and it highlights important agreement information including your device subsidy, term, price plan details and monthly fees. The critical information summary gives you a quick and easy way to view the most important parts of your agreement with us.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>What happened to Device Savings Recovery Fee and Economic Inducement?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer17" class="collapse"> <div class="faq-answer"> <p>We have moved to simple plain language in our agreements, so what used to be called a &ldquo;Device Savings Recovery Fee&rdquo; is now simply known as an &ldquo;Early Cancellation Fee&rdquo;. What used to be called an &ldquo;Economic Inducement&rdquo; is now your &ldquo;Device Subsidy&rdquo;. We want to make sure your agreement with us is clear and easy for you to read and understand.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>How will I get a copy of my service agreement?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer18" class="collapse"> <div class="faq-answer"> <p>When you activate or change your services, you may choose to receive a copy of your wireless service agreement via e-mail or paper copy. The choice is yours and this applies to transactions you complete in store, over the phone and online.</p> </div> </div> </div> <p><a name="video"></a></p> <p><br /><a class="support-iframe" style="width: 60%;" rel="https://www.youtube.com/embed/WUwbe1vPrNQ"></a></p> CRTC Device Unlocking Wireless Le Code sur les services sans fil | Fido Apprenez en quoi le Code sur les services sans fil a une incidence sur vos services mobiles Fido. Le Code sur les services sans fil <p>Le Code sur les services sans fil du CRTC (le &laquo; Code &raquo;) est entr&eacute; en vigueur en d&eacute;cembre 2013. Il a &eacute;t&eacute; mis &agrave; jour en 2017 et s&rsquo;applique &agrave; tous les fournisseurs de services mobiles au Canada. Fido a &eacute;t&eacute; parmi les premiers &agrave; appuyer le Code et est d&rsquo;avis que ses pr&eacute;cieux clients doivent avoir davantage de choix, de libert&eacute; et de contr&ocirc;le sur leurs services mobiles.</p> <p>Les clients ayant des besoins en mati&egrave;re d&rsquo;accessibilit&eacute; sont encourag&eacute;s &agrave; visionner <a href="#video">Le Code sur les services sans fil et vos droits en tant que consommateur de services sans fil au Canada</a>.</p> <div class="faq-container"> <div class="faq-question"> <h4>La port&eacute;e du Code :</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer1" class="collapse"> <div class="faq-answer"> <p>Le grand public et les clients des petites entreprises. Le Code &eacute;tablit des normes nationales visant &agrave; donner &agrave; tous les utilisateurs de services mobiles des droits identiques, peu importe o&ugrave; ils vivent au pays ou avec quel fournisseur ils font affaire.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>Ce que le Code signifie pour vous :</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer2" class="collapse"> <div class="faq-answer"> <p>Le Code porte sur plusieurs &eacute;l&eacute;ments cl&eacute;s :</p> <ul> <li><strong>Sommaire des renseignements essentiels :</strong> Il est plus facile que jamais de comprendre votre compte du service mobile de Fido. Dor&eacute;navant, chaque fois que l&rsquo;on vous proposera une entente de service mobile, vous aurez acc&egrave;s &agrave; un sommaire des renseignements essentiels qui mettra en &eacute;vidence les aspects les plus importants de votre contrat avec nous. Notre version du sommaire des renseignements essentiels s&rsquo;intitule &laquo; D&eacute;tails importants de la commande &raquo;. <a href="#CISsection">D&eacute;tails</a>.</li> <li><strong>Livraison du contrat :</strong> Tous les clients du service postpay&eacute; peuvent recevoir leur contrat en format papier ou par courriel. Ils peuvent &eacute;galement en demander une copie sans frais en tout temps.</li> <li><strong>D&eacute;verrouillage d&rsquo;appareil :</strong> &Agrave; partir du 1er d&eacute;cembre 2017, tous les nouveaux appareils seront vendus d&eacute;verrouill&eacute;s* et tous les appareils Fido que nos clients poss&egrave;dent pourront &ecirc;tre d&eacute;verrouill&eacute;s sans frais en tout temps.</li> <li><strong>Plafond des frais d&rsquo;utilisation exc&eacute;dentaire de donn&eacute;es au Canada :</strong> Toutes les lignes inscrites &agrave; un compte sont vis&eacute;es par un plafond de 50 $ pour les frais d&rsquo;utilisation exc&eacute;dentaire de donn&eacute;es au Canada. <a href="#DDOfaq">D&eacute;tails</a>.**</li> <li><strong>Plafond des frais de donn&eacute;es en itin&eacute;rance :</strong> Toutes les lignes inscrites &agrave; un compte sont vis&eacute;es par un plafond de 100 $ pour les frais de donn&eacute;es en itin&eacute;rance. <a href="#DDOfaq">D&eacute;tails</a>.**</li> <li><strong>P&eacute;riode d&rsquo;essai :</strong> Nos p&eacute;riodes d&rsquo;essai ne sont plus assujetties &agrave; des limites d&rsquo;utilisation. Les clients disposent de 15 jours pour faire l&rsquo;essai de notre service et de leur mobile (30 jours si le client s&rsquo;auto-identifie comme une personne ayant une invalidit&eacute;).</li> <li><strong>Forfaits Donn&eacute;es Flex :</strong> Tous les frais relatifs aux donn&eacute;es au-del&agrave; des frais de service mensuels du niveau de base sont maintenant pris en consid&eacute;ration dans le plafond de 50 $ pour les frais d&rsquo;utilisation exc&eacute;dentaire de donn&eacute;es au Canada.</li> </ul> <p>* Certains appareils de nos stocks actuels demeureront verrouill&eacute;s, mais tout appareil vendu sera accompagn&eacute; des instructions sur la fa&ccedil;on de le d&eacute;verrouiller.</p> <p><strong>**MISE EN &OElig;UVRE DU CODE SUR LES SERVICES SANS FIL</strong></p> <p>La mise &agrave; jour du Code du CRTC sur les services sans fil est entr&eacute;e en vigueur le 1<sup>er</sup> d&eacute;cembre 2017 et on avait effectu&eacute; la majorit&eacute; des changements requis &agrave; cette date. Les modifications suivantes au syst&egrave;me ne seront pas effectu&eacute;es avant le 31 mai 2018 : i) la transmission des avis d&rsquo;itin&eacute;rance au titulaire du compte plut&ocirc;t qu&rsquo;&agrave; l&rsquo;utilisateur de l&rsquo;appareil (l&rsquo;utilisateur continuera de les recevoir entre-temps); ii) l&rsquo;exigence li&eacute;e &agrave; l'application des plafonds de 50 $ pour les frais de donn&eacute;es exc&eacute;dentaires et de 100 $ pour les frais d'itin&eacute;rance en fonction du compte lorsque celui-ci comporte plusieurs forfaits de donn&eacute;es distincts (par exemple, si le client a une ligne assortie de 6 Go et une autre assortie de 1 Go), et non &agrave; chacun des forfaits de donn&eacute;es; iii) le regroupement des frais d&rsquo;utilisation exc&eacute;dentaire de donn&eacute;es et des r&eacute;approvisionnements de donn&eacute;es ponctuels sous un plafond unique de 50 $; iv) le regroupement des trousses Voyage et des autres frais &agrave; l&rsquo;utilisation en itin&eacute;rance sous un plafond unique de 100 $.</p> <p>Vous avez plusieurs fa&ccedil;ons de g&eacute;rer votre utilisation de donn&eacute;es. Pour en savoir plus, consultez <a href="https://www.fido.ca/consumer/content/prevent-data-overage?setLanguage=fr" target="_blank">fido.ca/consumer/content/prevent-data-overage</a>.</p> <p>Si vous &ecirc;tes touch&eacute; par l&rsquo;un ou l&rsquo;autre de ces sc&eacute;narios et avez des questions sur des frais d&rsquo;utilisation exc&eacute;dentaire et des frais d&rsquo;itin&eacute;rance de donn&eacute;es d&eacute;passant les plafonds fix&eacute;s, veuillez contacter le Service &agrave; la client&egrave;le &agrave; <a href="https://www.fido.ca/consumer/contact-us?setLanguage=fr" target="_blank">fido.ca/contacteznous</a>. Si vous n'&ecirc;tes pas satisfait de la r&eacute;solution de votre plainte, vous pouvez vous adresser &agrave; la CPRST. Pour en savoir plus, vous pouvez consulter le site web de la commission au <a href="http://https://www.ccts-cprst.ca/fr/" target="_blank">www.ccts-cprst.ca</a> ou composer le num&eacute;ro sans frais 1 888 221 1687.</p> </div> </div> </div> <p><a name="DDOfaq"></a></p> <h3>FAQ sur les plafonds pour les frais d&rsquo;utilisation exc&eacute;dentaire de donn&eacute;es au Canada et de donn&eacute;es en itin&eacute;rance</h3> <div class="faq-container"> <div class="faq-question"> <h4>Si les frais pour mes lignes mobiles exc&egrave;dent le plafond pour les frais d&rsquo;utilisation exc&eacute;dentaire de donn&eacute;es au Canada ou de donn&eacute;es en itin&eacute;rance, l&rsquo;acc&egrave;s &agrave; mes donn&eacute;es sera-t-il suspendu?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer3" class="collapse"> <div class="faq-answer"> <p>Oui. &Agrave; moins que vous ayez consenti au pr&eacute;alable &agrave; payer des frais de donn&eacute;es suppl&eacute;mentaires, lorsque votre compte atteint 50 $ pour les frais d&rsquo;utilisation exc&eacute;dentaire au Canada ou 100 $ pour les frais d&rsquo;itin&eacute;rance au cours d&rsquo;un cycle de facturation, l&rsquo;acc&egrave;s aux donn&eacute;es sera suspendu pour toutes les lignes inscrites &agrave; votre compte. Vous continuerez d&rsquo;acc&eacute;der &agrave; vos services de voix et de textos.</p> <p>Toutefois, si votre compte atteint un des plafonds de donn&eacute;es et que l&rsquo;acc&egrave;s aux donn&eacute;es est suspendu, l&rsquo;acc&egrave;s pour les lignes de votre compte dont le lot de donn&eacute;es n&rsquo;est pas &eacute;puis&eacute; ne sera pas interrompu tant que toutes les donn&eacute;es ne sont pas utilis&eacute;es.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>L&rsquo;acc&egrave;s aux donn&eacute;es pour toutes les lignes mobiles sera-t-il bloqu&eacute; lorsque mon compte atteint le plafond pour les frais d&rsquo;utilisation exc&eacute;dentaire de donn&eacute;es au Canada ou de donn&eacute;es en itin&eacute;rance?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer4" class="collapse"> <div class="faq-answer"> <p>Seules les lignes pour lesquelles il y a une utilisation exc&eacute;dentaire seront vis&eacute;es par la suspension de l&rsquo;acc&egrave;s aux donn&eacute;es. L&rsquo;acc&egrave;s pour les lignes de votre compte dont le lot de donn&eacute;es n&rsquo;est pas &eacute;puis&eacute; ne sera pas interrompu tant que toutes les donn&eacute;es ne sont pas utilis&eacute;es.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>Quels services sont pris en consid&eacute;ration dans le plafond de 50 $ pour les frais d&rsquo;utilisation exc&eacute;dentaire de donn&eacute;es au Canada?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer5" class="collapse"> <div class="faq-answer"> <p>Le Code pr&eacute;cise que tout montant de frais d&rsquo;utilisation exc&eacute;dentaire de donn&eacute;es au Canada, y compris les options de donn&eacute;es ponctuelles, est pris en compte dans le plafond. Actuellement, les achats d&rsquo;options de donn&eacute;es ponctuelles et les frais d&rsquo;utilisation exc&eacute;dentaire de donn&eacute;es au Canada sont calcul&eacute;s dans le cadre de plafonds de 50 $ distincts.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>Quels services sont vis&eacute;s par le plafond de 100 $ pour les donn&eacute;es en itin&eacute;rance?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer6" class="collapse"> <div class="faq-answer"> <p>Le Code pr&eacute;cise que tout montant pay&eacute; par un client pour les frais de donn&eacute;es en itin&eacute;rance doit &ecirc;tre pris en compte dans le plafond. Actuellement, seuls quelques frais d&rsquo;itin&eacute;rance payables &agrave; l&rsquo;utilisation seront inclus dans le plafond des donn&eacute;es en itin&eacute;rance. <strong>Fido Nomade<sub>MC</sub></strong> et les trousses Voyage qui comprennent des donn&eacute;es et des options de donn&eacute;es en itin&eacute;rance ne sont pas comptabilis&eacute;s pour le moment dans le plafond.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>Pourquoi tous les services de donn&eacute;es mentionn&eacute;s plus haut ne sont-ils pas inclus dans les plafonds en vigueur le 1er d&eacute;cembre 2017?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer7" class="collapse"> <div class="faq-answer"> <p>La mise en application de ces changements pr&eacute;cis du Code est complexe et l&rsquo;on a besoin d&rsquo;un peu plus de temps. Heureusement, cette situation n&rsquo;a pas de r&eacute;percussions sur la majorit&eacute; des clients. Si, par contre, vous en subissez les effets, n&rsquo;avez pas consenti &agrave; des frais de donn&eacute;es suppl&eacute;mentaires et avez des pr&eacute;occupations concernant des frais qui d&eacute;passent les plafonds, veuillez <a href="http://www.fido.ca/consumer/contact-us?setLanguage=fr" target="_blank">communiquer avec nous</a>.</p> <p>Si vous avez consenti &agrave; payer des frais de donn&eacute;es suppl&eacute;mentaires, vous &ecirc;tes responsable du paiement de ces frais.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>Qui avertissez-vous lorsque l&rsquo;acc&egrave;s aux donn&eacute;es de mon compte a &eacute;t&eacute; suspendu? Et comment vous y prenez-vous pour nous avertir?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer8" class="collapse"> <div class="faq-answer"> <p>Une fois que l&rsquo;acc&egrave;s aux donn&eacute;es a &eacute;t&eacute; suspendu, un avis s&rsquo;affichera &agrave; votre &eacute;cran et vous recevrez un texto indiquant ce que vous devez faire pour consentir &agrave; des frais de donn&eacute;es suppl&eacute;mentaires et pour restaurer l&rsquo;acc&egrave;s.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>Je m&rsquo;inqui&egrave;te au sujet de l&rsquo;hame&ccedil;onnage. De quel num&eacute;ro ces avis par texto seront-ils envoy&eacute;s?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer9" class="collapse"> <div class="faq-answer"> <p>Les avis par texto concernant les plafonds de donn&eacute;es au Canada et en itin&eacute;rance sont envoy&eacute;s du <strong>3339</strong>.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>Quelle personne inscrite &agrave; mon compte peut consentir &agrave; des frais suppl&eacute;mentaires d&rsquo;utilisation exc&eacute;dentaire de donn&eacute;es au Canada et de donn&eacute;es en itin&eacute;rance, et de quelle fa&ccedil;on?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer10" class="collapse"> <div class="faq-answer"> <p>Le titulaire du compte et tout utilisateur autoris&eacute; peuvent consentir &agrave; des frais de donn&eacute;es suppl&eacute;mentaires en r&eacute;pondant directement au texto relatif aux plafonds.</p> <p>Seuls le titulaire du compte ou un utilisateur autoris&eacute; de niveau 1 qui communique avec nous peuvent consentir &agrave; des frais suppl&eacute;mentaires d&rsquo;utilisation exc&eacute;dentaire de donn&eacute;es au Canada et de donn&eacute;es en itin&eacute;rance au-del&agrave; des plafonds de 50 $ et de 100 $.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>Comment puis-je changer le nom de la personne qui peut consentir &agrave; des frais suppl&eacute;mentaires d&rsquo;utilisation exc&eacute;dentaire de donn&eacute;es au Canada et de donn&eacute;es en itin&eacute;rance?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer11" class="collapse"> <div class="faq-answer"> <p>Le titulaire du compte d&eacute;cide des lignes pour lesquelles des frais de donn&eacute;es suppl&eacute;mentaires peuvent &ecirc;tre autoris&eacute;s en <a href="http://www.fido.ca/consumer/contact-us?setLanguage=fr" target="_blank">communiquant avec nous</a>.</p> </div> </div> </div> <p><a name="CISsection"></a></p> <div class="faq-container"> <div class="faq-question"> <h4>Je suis un titulaire de compte ou un utilisateur autoris&eacute;. Comment puis-je consentir &agrave; l&rsquo;avance &agrave; des frais de donn&eacute;es suppl&eacute;mentaires pour &eacute;viter que l&rsquo;acc&egrave;s &agrave; mes donn&eacute;es soit suspendu?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer12" class="collapse"> <div class="faq-answer"> <p>Textez <strong>OK</strong> to <strong>3339</strong> pour consentir &agrave; l&rsquo;avance &agrave; des frais d&rsquo;utilisation exc&eacute;dentaire de donn&eacute;es au Canada sup&eacute;rieurs &agrave; 50 $ pour votre cycle de facturation courant.</p> <p>OU</p> <p>Textez <strong>OKVOYAGE</strong> au <strong>3339</strong> pour consentir &agrave; l&rsquo;avance &agrave; des frais d&rsquo;itin&eacute;rance de donn&eacute;es sup&eacute;rieurs &agrave; 100 $ pour votre cycle de facturation courant.</p> <p>N&rsquo;oubliez pas :</p> <ul> <li>Seuls les titulaires de compte et les utilisateurs autoris&eacute;s peuvent consentir &agrave; l&rsquo;avance &agrave; des frais de donn&eacute;es suppl&eacute;mentaires.</li> <li>Vous ne pouvez consentir &agrave; l&rsquo;avance &agrave; des frais de donn&eacute;es suppl&eacute;mentaires que pour votre cycle de facturation courant. Suivez les instructions ci-dessus &agrave; chaque cycle de facturation pour lequel vous voudriez donner votre consentement.</li> </ul> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>Si je consens &agrave; des frais de donn&eacute;es suppl&eacute;mentaires pour une utilisation exc&eacute;dentaire au Canada qui d&eacute;passe le plafond, est-ce que cela signifie que je consens &eacute;galement &agrave; des frais au-del&agrave; du plafond de donn&eacute;es en itin&eacute;rance, ou vice-versa?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer13" class="collapse"> <div class="faq-answer"> <p>Non, chaque plafond est calcul&eacute; s&eacute;par&eacute;ment. Vous devez consentir &agrave; chacun s&eacute;par&eacute;ment.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>L&rsquo;acc&egrave;s &agrave; mes donn&eacute;es n&rsquo;a pas &eacute;t&eacute; suspendu imm&eacute;diatement une fois que j&rsquo;ai engag&eacute; des frais sup&eacute;rieurs au plafond de 50 $ ou de 100 $. Que s&rsquo;est-il pass&eacute;?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer14" class="collapse"> <div class="faq-answer"> <p>Malheureusement, la combinaison de produits de donn&eacute;es et de forfaits de certains comptes peut entra&icirc;ner un retard dans la suspension de l&rsquo;acc&egrave;s &agrave; vos donn&eacute;es. Si vous n&rsquo;avez pas consenti &agrave; des frais de donn&eacute;es suppl&eacute;mentaires et que vos frais factur&eacute;s d&eacute;passaient le plafond de 50 $ ou de 100 $, veuillez <a href="http://www.fido.ca/consumer/contact-us?setLanguage=fr" target="_blank">communiquer avec nous</a>.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>De quelle fa&ccedil;on mon utilisation de donn&eacute;es de Fido Nomade est-elle prise en compte dans les plafonds de 50 $ et de 100 $?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer15" class="collapse"> <div class="faq-answer"> <p>Une fois qu&rsquo;on aura rempli toutes les exigences du Code, les frais quotidiens des forfaits Fido Nomade seront pris en compte dans le plafond de 100 $ pour les donn&eacute;es en itin&eacute;rance. Toutefois, si vous &eacute;puisez le lot de donn&eacute;es au Canada compris dans votre forfait en utilisant Fido Nomade, toute utilisation exc&eacute;dentaire de donn&eacute;es sera prise en compte dans le plafond de 50 $ appliqu&eacute; &agrave; une utilisation exc&eacute;dentaire au Canada. En effet, Fido Nomade ne fait pas la distinction entre une utilisation de donn&eacute;es au Canada et en itin&eacute;rance.</p> <p><a href="http://www.fido.ca/consumer/mobile/travel?setLanguage=fr" target="_blank">Apprenez-en plus sur Fido Nomade</a>.</p> </div> </div> </div> <h3>FAQ li&eacute;e aux contrats</h3> <div class="faq-container"> <div class="faq-question"> <h4>Qu&rsquo;est-ce qu&rsquo;un sommaire des renseignements essentiels?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer16" class="collapse"> <div class="faq-answer"> <p>Le Code sur les services sans fil nous oblige &agrave; fournir aux clients du service postpay&eacute; un sommaire des renseignements essentiels avec chaque entente de service mobile. Le sommaire des renseignements essentiels qui vous est remis avec votre entente r&eacute;sume les &eacute;l&eacute;ments les plus importants de celle-ci. Notre version du sommaire des renseignements essentiels s&rsquo;intitule &laquo; D&eacute;tails importants de la commande &raquo; et met en &eacute;vidence des aspects cl&eacute;s de l&rsquo;entente, notamment la subvention pour votre appareil, la dur&eacute;e, les d&eacute;tails du forfait et les frais mensuels. Le sommaire des renseignements essentiels vous permet de consulter rapidement et facilement les parties les plus importantes de votre entente avec nous.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>Qu&rsquo;en est-il des frais de r&eacute;cup&eacute;ration des &eacute;conomies r&eacute;alis&eacute;es sur l&rsquo;appareil et du b&eacute;n&eacute;fice &eacute;conomique?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer17" class="collapse"> <div class="faq-answer"> <p>On a adopt&eacute; un langage plus simple dans nos ententes; ainsi, ce qu&rsquo;on appelait &laquo; frais de r&eacute;cup&eacute;ration des &eacute;conomies r&eacute;alis&eacute;es sur l&rsquo;appareil &raquo; est maintenant connu sous le nom &laquo; frais de r&eacute;siliation anticip&eacute;e &raquo;. Ce qu&rsquo;on appelait &laquo; b&eacute;n&eacute;fice &eacute;conomique &raquo; est devenu &laquo; subvention pour l&rsquo;appareil &raquo;. On tient &agrave; ce que votre entente avec nous soit claire et facile &agrave; lire et &agrave; comprendre.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>De quelle fa&ccedil;on recevrai-je une copie de mon entente de service?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer18" class="collapse"> <div class="faq-answer"> <p>Lorsque vous activez ou changez vos services, vous pouvez choisir de recevoir une copie de votre entente de service mobile par courriel ou en format papier. Le choix vous appartient et il s&rsquo;applique &agrave; vos transactions en magasin, par t&eacute;l&eacute;phone ou en ligne.</p> </div> </div> </div> <p><a name="video"></a></p> <p><br /><a class="support-iframe" style="width: 60%;" rel="https://www.youtube.com/embed/ToE1tAXYB7s"></a></p> CRTC sans fil services 6LfFoRATAAAAAF4k8pYifmzO12cKXzERsY-nUGdh

The Wireless Code

The CRTC’s Wireless Code (the “Code”) came into effect in December 2013. It was updated in 2017 and applies to all wireless service providers in Canada. Fido was one of the original supporters of the Code and believes in giving our valued customers more choice, freedom and control over their wireless services.

Customers with accessibility needs are encouraged to watch The Wireless Code and Your Rights as a Canadian Wireless Consumer.

Who the Code applies to:

Consumers and small business customers. The Code sets consistent standards across the country to provide equal rights for wireless customers, no matter what service provider they are with across Canada.

What the Code means for you:

  • Critical Information Summary: Understanding your Fido Mobile account is easier than ever. Now, whenever we provide you with a wireless service agreement, we will also provide you with a critical information summary highlighting the most important aspects of your contract with us. Our version of the critical information summary is called “Key Order Information Details.” Learn more.
  • Contract Delivery: All postpaid customers can receive their contract either in paper format or by e-mail. They can also request a copy of it for free at any time.
  • Device Unlocking: From December 1, 2017, all new devices will be sold unlocked* and any existing Fido devices held by our customers can be unlocked for free at any time.
  • Domestic Data Overage Cap: All lines on an account are covered under a $50 domestic data overage cap. Learn more.**
  • Data Roaming Cap: All lines on an account are covered under a $100 data roaming cap. Learn more.**
  • Trial Period: Our trial periods are no longer subject to usage limits. Customers have 15 days to try out our service and their wireless device (30 days if you self-identify as a person with a disability).
  • Flex Data Plans: All incremental data charges beyond the base tier monthly service fee now count toward the $50 domestic data overage cap.

* Some of our existing device inventory will still be locked, but any device sold will come with instructions on how to unlock it.

**Wireless Code Implementation

The changes to the CRTC Wireless Code took effect on December 1, 2017,and we implemented the vast majority of the changes by this date. The following system changes will not be complete until May 31, 2018; (i) roaming notifications will continue to go to the device user and not the account holder; (ii) the requirement to apply the $50 data cap and $100 roaming cap at the account level if your account has multiple separate data plans (for example, if you have a line with 6GB of data & another with 1GB of data) rather than apply separate caps for each data plan; (iii) combining data overage and one-time data top-ups under a single $50 cap; and (iv) combining travel packs and other roaming pay-per-use fees under a single $100 cap.

You can manage your data usage using a variety of ways. To learn more, please visit: fido.ca/consumer/content/prevent-data-overage

If you are impacted by any of these scenarios and have concerns regarding data overage and data roaming charges that exceed the caps, contact Customer Care at fido.ca/contactus. Should you not be satisfied with how we resolve your complaint, you can also contact the CCTS. To learn more, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.

Domestic data overage and data roaming caps FAQs

If the charges on my wireless lines exceed either the domestic data overage or data roaming cap, will my data be put on hold?

Yes. Unless you’ve pre-consented to pay additional data charges, when your account reaches $50 in domestic data overage or $100 in data roaming charges in a single bill cycle, data will be paused for all lines on your account. You will continue to have access to voice and text services.

However, if your account reaches one of the data caps and data is paused, any lines on your account with data remaining will continue to have uninterrupted data access until their data allowances are used up.

Will data access for all my wireless lines be paused when my account reaches the domestic data overage or data roaming cap?

Only lines on your account in overage will have their data paused. Any line on your account with data remaining will continue to have uninterrupted data access until its data allowance is used up.

What services count toward the $50 domestic data overage cap?

The Code specifies that any amount of domestic data overage, including one-time data add-ons, count toward the cap. Currently, one-time data add-on purchases and domestic data overage charges will be calculated under separate $50 caps.

What services count toward the $100 data roaming cap?

The Code specifies that any amount a customer pays in data roaming fees must count toward the cap. Currently, only certain roaming pay-per-use charges will be included in the data roaming cap. Fido RoamTM and Travel Packs that include data, and roaming data add-ons are not counted as part of the cap at this time.

Why aren’t all of the data services mentioned above included in the caps on December 1, 2017?

These specific changes to the Code have been complex for us to implement and we need a bit more time. Fortunately, the majority of customers are not impacted by this. If you are impacted, have not consented to additional data charges, and have concerns regarding charges that exceed the caps, please contact us.

If you have consented to pay for additional data charges, you are responsible for paying for those charges.

Who gets notified when my account’s data has been paused? And how will you notify us?

Once an account’s data has been paused, you will receive a pop-up notification and a text message with details on how to consent to additional data charges and restore data.

I’m concerned about phishing? What number will these data cap text message notifications be sent from?

Text message notifications regarding the domestic and roaming data caps are sent from 3339.

Who on my account can consent to additional domestic data overage and data roaming charges, and how?

The account holder and any authorized users on the account can consent to additional data charges by responding directly to the data cap text message.

When contacting us, only the account holder and Level 1 authorized users can consent to additional domestic data overage and data roaming charges above the $50/$100 caps.

How do I change who can consent to additional domestic data overage and data roaming charges?

The account holder can manage which lines can authorize additional data charges by contacting us.

I’m an account holder or authorized user. How can I consent to additional data charges in advance to avoid my data being put on hold?

Text GO to 3339 to pre-consent to domestic data overage charges above $50 for your current bill cycle.

OR

Text GOROAM to 3339 to pre-consent to data roaming charges above $100 for your current bill cycle.

Keep in mind:

  • Only account holders and authorized users may pre-consent to additional data charges.
  • You may only consent to additional data charges in advance for your current bill cycle: Follow the above instructions in each bill cycle in which you’d like to pre-consent to additional data charges.

If I consent to domestic data overage charges above the cap, does that mean I’ve also consented to data roaming charges above the cap (or vice-versa)?

No, each data cap is separate. You need to consent to each one individually.

My data was not put on hold immediately once I incurred data charges above the $50 or $100 data cap. Why did this happen?

Unfortunately, the mix of data products and price plans in some accounts may result in a delay in your data being put on hold. If you didn’t consent to additional data charges and were charged above the $50 or $100 data cap, please contact us.

How is my Fido Roam data use counted toward the $50 and $100 data caps?

Once we implement all of the Code requirements, the Fido Roam daily fee will count toward the $100 data roaming cap. However, if you go above your plan’s domestic data allowance while using Fido Roam, any data overage you incur will count toward the $50 domestic data overage cap. This is because Fido Roam doesn’t distinguish between your domestic and roaming data use.

Find out more about Fido Roam.

Contract-related FAQs

What is a Critical Information Summary?

The Wireless Code requires us to provide postpaid customers with a critical information summary whenever we provide a wireless service agreement. The critical information summary is provided to you in addition to your agreement and is a summary of the most important elements of your agreement. Our version of the critical information summary is called “Key Order Information Details” and it highlights important agreement information including your device subsidy, term, price plan details and monthly fees. The critical information summary gives you a quick and easy way to view the most important parts of your agreement with us.

What happened to Device Savings Recovery Fee and Economic Inducement?

We have moved to simple plain language in our agreements, so what used to be called a “Device Savings Recovery Fee” is now simply known as an “Early Cancellation Fee”. What used to be called an “Economic Inducement” is now your “Device Subsidy”. We want to make sure your agreement with us is clear and easy for you to read and understand.

How will I get a copy of my service agreement?

When you activate or change your services, you may choose to receive a copy of your wireless service agreement via e-mail or paper copy. The choice is yours and this applies to transactions you complete in store, over the phone and online.


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