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com.rogers.livesite.controller.form.EmailArticleFormController sendEmailArticle fido/content on false false component.support.content.article. [Cookie] = [dtCookie=AD326F510E9AB0D4B29DA9C8E32115AE] [Akamai-Origin-Hop] = [2] [Accept] = [text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8] [User-Agent] = [CCBot/2.0 (https://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] = [54.163.19.57] [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;-1015308853;29209118;2;-1015308853;29209118;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] = [54.163.19.57, 184.51.35.233] [X-dynaTrace-Application] = [Fido.ca] [X-Forwarded-For] = [54.163.19.57, 184.51.35.233] content wireless-code en on AD326F510E9AB0D4B29DA9C8E32115AE 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 1541778112 2018-11-09 10:43:45 /default/main/internet/fido/STAGING /default/main/internet/fido wireless-code 1541778150849 2018-11-09 10:43:45 /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"> <p>The Code addresses several key areas:</p> <ul> <li><strong>Critical Information Summary:</strong> Understanding your Fido wireless account is easier than ever. Whenever we provide you with a wireless service agreement, we 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> All new devices will be sold unlocked and any existing Rogers 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> 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 count toward the $50 domestic data overage cap.</li> </ul> <p>Please visit the CRTC's website for <a href="https://crtc.gc.ca/eng/phone/mobile/prepay.htm" target="_blank">more information</a>.</p> </div> </div> </div> <p><a name="DDOfaq"></a></p> <h3>Domestic data overage cap 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>If the charges on my wireless lines exceed the $50 domestic data overage cap, will my data be paused?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer4" class="collapse"> <div class="faq-answer"> <p>Unless you&rsquo;ve pre-consented to pay additional data charges, when your account reaches $50 in domestic data overage charges in a single bill cycle, data access will be paused on your account. You will continue to have access to voice and text services.</p> <p>However, any line on your account with data remaining will continue to have uninterrupted data access until it&rsquo;s plan&rsquo;s data allowance is used up, even if data is currently paused after your account has reached the $50 data overage cap.</p> <p>To restore data access for the remainder of the bill cycle, the account holder or an authorized user must consent to additional data overage charges.</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 $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>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 plan&rsquo;s 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="answer6" 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 $50 domestic data overage cap.</p> <p>If you have a flex data plan, all incremental data charges beyond the base tier monthly service fee count toward the $50 domestic data overage cap.</p> </div> </div> <h3>Data roaming cap FAQs</h3> <div class="faq-container"> <div class="faq-question"> <h4>If the data roaming charges on my wireless lines exceed the $100 data roaming cap, will my data roaming be paused?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer7" class="collapse"> <div class="faq-answer"> <p>Unless you&rsquo;ve pre-consented to pay additional data roaming charges, when your account reaches $100 in data roaming charges in a single bill cycle, data roaming will be paused for all lines on your account.</p> <p>You will continue to have access to voice and text roaming services (and Fido Roam daily fees or roaming pay-per-use rates still apply, even if data roaming remains paused).</p> <p>To restore data roaming access for the remainder of the bill cycle, the account holder or an authorized user must consent to additional data roaming charges.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>Will data roaming access for all my wireless lines be paused when my account reaches the $100 data roaming cap?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer8" class="collapse"> <div class="faq-answer"> <p>Yes, all lines on your account will have their data roaming access paused. Data roaming access can be restored if the account holder or authorized user consents to additional data roaming charges.</p> <p>If no action is taken, data roaming access will be paused until the end of your bill cycle. However, you will still be able to use voice and text roaming services (and Fido Roam daily fees or roaming pay-per-use rates still apply, even if data roaming access remains paused).</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="answer9" 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, Fido Roam daily fees along with data roaming pay-per-use, travel pack and roaming data add-on charges are included in the data roaming cap.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>How is my Fido Roam data use counted toward the $100 data roaming and $50 domestic data overage caps?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer10" class="collapse"> <div class="faq-answer"> <p>The Fido Roam daily fee will only 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 treats any data you use, whether in Canada or at a Fido Roam destination, as domestic data usage coming out of the domestic data allowance included in your plan.</p> <p><a href="https://www.fido.ca/consumer/mobile/travel">Find out more about Fido Roam</a></p> </div> </div> </div> <h3>Data cap notifications and authorized users FAQs</h3> <div class="faq-container"> <div class="faq-question"> <h4>Who gets notified when my account&rsquo;s data access has been paused? And how will you notify us?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer11" class="collapse"> <div class="faq-answer"> <p>Once an account&rsquo;s data access 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 access on your account.</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="answer12" 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>The account holder and authorized users can also consent in MyAccount. See below to learn more.</p> <ol> <li>Sign in to <a href="http://previewls.fido.ca/consumer/easyloginriverpage">MyAccount</a> on Fido.ca</li> <li>From the Overview screen, scroll down and select <strong>Restore data acess</strong> in the <strong>ACCOUNT PREFERENCES</strong> section.</li> <li>Review the data cap message and click <strong>Restore Data Access</strong>. You&rsquo;ll see a message confirming that data access has been restored for your current bill cycle.</li> <li>Restart your device.</li> </ol> <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="answer13" class="collapse"> <div class="faq-answer"> <p>You can sign in to MyAccount to manage who can restore data access on your account. When selected as an <strong>Authorized user</strong>, this person can authorize additional charges after reaching the cap. See below to learn more.</p> <p><strong>Note:</strong> You must be the Account Holder to complete these steps.</p> <ol> <li>Sign in to <a href="http://previewls.fido.ca/consumer/easyloginriverpage">MyAccount</a> on Fido.ca</li> <li>From the Overview screen, scroll down to the <strong>ACCOUNT PREFERENCES</strong> section and click <strong>Manage who can restore data access</strong>, or click on <strong>Profile &amp; Settings</strong> and click on <strong>Add/Manage authorized users</strong></li> <li>Use the toggle next to each phone number to select Yes or No to allow the user for that line to authorize additional charges</li> <li>Click Confirm authorized user or Remove authorized user.</li> </ol> <p>You&rsquo;ll see a message confirming your account permissions have been updated.</p> <p>The account holder can also <a href="https://www.fido.ca/consumer/contact-us">contact us</a> to manage which lines can authorize additional charges.</p> </div> </div> </div> <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 paused?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer14" 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>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. You may also opt-out of the domestic data overaqe and data roaming caps altogether (see below for step-by-step instructions).</li> </ul> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h4>How do I opt-out of the domestic data overage and data roaming caps?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer15" class="collapse"> <div class="faq-answer"> <p>If you want to opt-out of automatic notifications and blocks to data access after reaching the data caps (domestic or roaming), you can do this on MyRogers. See below to learn more.</p> <p><strong>Note:</strong> You must be the Account Holder to complete these steps.</p> <ol> <li>Sign in to <a href="http://previewls.fido.ca/consumer/easyloginriverpage">MyAccount</a> on Fido.ca</li> <li>From the Overview screen, scroll down to the <strong>ACCOUNT PREFERENCES</strong> section and click <strong>Manage who can restore data access</strong>, or click on <strong>Profile &amp; Settings</strong> and click on <strong>Add/Manage authorized users</strong></li> <li>Scroll down the page and check the box next to Do not notify me and do not pause my data access when my account reaches.</li> <li>Review the confirmation message and click <strong>Confirm<strong>.</strong></strong></li> <strong><strong> </strong></strong></ol><strong><strong> <p>The <strong>Do not notify</strong> section will now appear in red.</p> </strong></strong></div> <strong><strong> </strong></strong></div> <strong><strong> </strong></strong></div> <strong><strong> <div class="faq-container"> <div class="faq-question"> <h4>If I consent to domestic data overage charges above the $50 cap, does that mean I&rsquo;ve also consented to data roaming charges above the $100 cap (or vice-versa)?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer16" class="collapse"> <div class="faq-answer"> <p>No, each data cap is separate. The account holder or an authorized user needs to consent to each one individually.</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="answer17" class="collapse"> <div class="faq-answer"> <p>Text message notifications regarding the data caps are sent from <strong>3339</strong>.</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="answer18" 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>How will I get a copy of my service agreement?</h4> <span class="action"> <em class="rui-icon-plus"></em></span></div> <div id="answer19" 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> <p>Watch more videos describing <strong>terminology commonly used in wireless contracts</strong>. Videos are presented in American Sign Language (ASL) with English captions and an audio voiceover.</p> <ul> <li><a href="https://youtu.be/dfOVRbTY3x8">Contract and Billing - Financial Obligations</a></li> <li><a href="https://youtu.be/EPcAW-bw7L4">Contract and Billing - Getting Started</a></li> <li><a href="https://youtu.be/575IkXgu_as">Contract and Billing - Important Info</a></li> <li><a href="https://youtu.be/-BVSOlvinjc">Coverage and Network</a></li> <li><a href="https://youtu.be/w91pQl9Dtew">Devices and Technical Support</a></li> <li><a href="https://youtu.be/b4c8sjzTIb8">Features and Services</a></li> <li><a href="https://youtu.be/pFnhfB0BQkA">Plan Types and Add ons</a></li> </ul> </strong></strong></div> 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, les frais quotidiens du service <strong>Fido Nomade<sub>MC</sub></strong> ainsi que les frais de donn&eacute;es en itin&eacute;rance factur&eacute;s &agrave; l&rsquo;utilisation et les frais de l'option Donn&eacute;es en itin&eacute;rance sont compris dans le plafond des donn&eacute;es en itin&eacute;rance.</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> <p>Vous pouvez voir d&rsquo;autres vid&eacute;os expliquant la <strong>terminologie employ&eacute;e dans les contrats de services sans fil</strong>. Les vid&eacute;os sont en langue des signes qu&eacute;b&eacute;coise (LSQ) avec des sous-titres en fran&ccedil;ais et une narration audio.</p> <ul> <li><a href="https://youtu.be/_ZA-FH1a9LE">Appareils et soutien technique</a></li> <li><a href="https://youtu.be/GjvSC3dt2vc">Contrat et facturation - Avant de commencer</a></li> <li><a href="https://youtu.be/vXBpaHHPs4k">Contrat et facturation - Obligations financi&egrave;res</a></li> <li><a href="https://youtu.be/V-fsTqz8fUY">Contrat et facturation - Renseignements importants</a></li> <li><a href="https://youtu.be/bn_2xpnn5ow">Couverture et r&eacute;seau</a></li> <li><a href="https://youtu.be/BCPllfZpBv4">Types de forfait et services suppl&eacute;mentaires</a></li> <li><a href="https://youtu.be/bBIUm-1-fMQ">Options et services</a></li> </ul> 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:

The Code addresses several key areas:

  • Critical Information Summary: Understanding your Fido wireless account is easier than ever. Whenever we provide you with a wireless service agreement, we 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: All new devices will be sold unlocked and any existing Rogers 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: 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 count toward the $50 domestic data overage cap.

Please visit the CRTC's website for more information.

Domestic data overage cap 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.

If the charges on my wireless lines exceed the $50 domestic data overage cap, will my data be paused?

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

However, any line on your account with data remaining will continue to have uninterrupted data access until it’s plan’s data allowance is used up, even if data is currently paused after your account has reached the $50 data overage cap.

To restore data access for the remainder of the bill cycle, the account holder or an authorized user must consent to additional data overage charges.

Will data access for all my wireless lines be paused when my account reaches the $50 domestic data overage 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 plan’s 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 $50 domestic data overage cap.

If you have a flex data plan, all incremental data charges beyond the base tier monthly service fee count toward the $50 domestic data overage cap.

Data roaming cap FAQs

If the data roaming charges on my wireless lines exceed the $100 data roaming cap, will my data roaming be paused?

Unless you’ve pre-consented to pay additional data roaming charges, when your account reaches $100 in data roaming charges in a single bill cycle, data roaming will be paused for all lines on your account.

You will continue to have access to voice and text roaming services (and Fido Roam daily fees or roaming pay-per-use rates still apply, even if data roaming remains paused).

To restore data roaming access for the remainder of the bill cycle, the account holder or an authorized user must consent to additional data roaming charges.

Will data roaming access for all my wireless lines be paused when my account reaches the $100 data roaming cap?

Yes, all lines on your account will have their data roaming access paused. Data roaming access can be restored if the account holder or authorized user consents to additional data roaming charges.

If no action is taken, data roaming access will be paused until the end of your bill cycle. However, you will still be able to use voice and text roaming services (and Fido Roam daily fees or roaming pay-per-use rates still apply, even if data roaming access remains paused).

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, Fido Roam daily fees along with data roaming pay-per-use, travel pack and roaming data add-on charges are included in the data roaming cap.

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

The Fido Roam daily fee will only 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 treats any data you use, whether in Canada or at a Fido Roam destination, as domestic data usage coming out of the domestic data allowance included in your plan.

Find out more about Fido Roam

Data cap notifications and authorized users FAQs

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

Once an account’s data access 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 access on your account.

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.

The account holder and authorized users can also consent in MyAccount. See below to learn more.

  1. Sign in to MyAccount on Fido.ca
  2. From the Overview screen, scroll down and select Restore data acess in the ACCOUNT PREFERENCES section.
  3. Review the data cap message and click Restore Data Access. You’ll see a message confirming that data access has been restored for your current bill cycle.
  4. Restart your device.

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?

You can sign in to MyAccount to manage who can restore data access on your account. When selected as an Authorized user, this person can authorize additional charges after reaching the cap. See below to learn more.

Note: You must be the Account Holder to complete these steps.

  1. Sign in to MyAccount on Fido.ca
  2. From the Overview screen, scroll down to the ACCOUNT PREFERENCES section and click Manage who can restore data access, or click on Profile & Settings and click on Add/Manage authorized users
  3. Use the toggle next to each phone number to select Yes or No to allow the user for that line to authorize additional charges
  4. Click Confirm authorized user or Remove authorized user.

You’ll see a message confirming your account permissions have been updated.

The account holder can also contact us to manage which lines can authorize additional charges.

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

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

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. You may also opt-out of the domestic data overaqe and data roaming caps altogether (see below for step-by-step instructions).

How do I opt-out of the domestic data overage and data roaming caps?

If you want to opt-out of automatic notifications and blocks to data access after reaching the data caps (domestic or roaming), you can do this on MyRogers. See below to learn more.

Note: You must be the Account Holder to complete these steps.

  1. Sign in to MyAccount on Fido.ca
  2. From the Overview screen, scroll down to the ACCOUNT PREFERENCES section and click Manage who can restore data access, or click on Profile & Settings and click on Add/Manage authorized users
  3. Scroll down the page and check the box next to Do not notify me and do not pause my data access when my account reaches.
  4. Review the confirmation message and click Confirm.

The Do not notify section will now appear in red.

If I consent to domestic data overage charges above the $50 cap, does that mean I’ve also consented to data roaming charges above the $100 cap (or vice-versa)?

No, each data cap is separate. The account holder or an authorized user needs to consent to each one individually.

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

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

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.

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.


Watch more videos describing terminology commonly used in wireless contracts. Videos are presented in American Sign Language (ASL) with English captions and an audio voiceover.

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