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Support

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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