fido/content on false false [Cookie] = [dtCookie==3=srv=10=sn=F1B795A5937A805275B2C5BE3AE420E3=perc=100000=ol=0=mul=1] [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/)] [X-dynatrace-Origin-URL] = [https://www.fido.ca/consumer/content/covid19-faqs?icid=bu-supotcon-sshp1fcsup-03272019] [Connection] = [Keep-Alive] [Host] = [www.fido.ca] [Pragma] = [no-cache] [Accept-Encoding] = [gzip] [X-WebLogic-Force-JVMID] = [381503453] [True-Client-IP] = [18.208.132.33] [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] = [FW3;1415312027;10;-725278338;31334267;7;-1151093806;307] [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] = [18.208.132.33, 173.205.76.77] [X-dynaTrace-Application] = [1%3B1%3B02988af77a4c58f7] [X-Forwarded-For] = [18.208.132.33, 173.205.76.77] [X-dynaTrace-RequestState] = [agentId=0xd4c5217e&pathDepth=1] [Accept-Language] = [en-US,en;q=0.5] [X-ruxit-Apache-ServerNamePorts] = [www.fido.ca:8443] bu-supotcon-sshp1fcsup-03272019 content covid19-faqs /nac/#/choose-phone /phones /nac/#/choose-plan?type=byod promotions /pages/#/internet mobile/add-ons mobile/travel Network coverage mobile/prepaid-cell-phone-plans tablets /web/page/portal/Fido/Accessories fido-home-phone mobile/lte-hotspots https://rogersbank.com/en/fido_mastercard_details? 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 easyloginriverpage support getcurious_faq Store Locator storelocator 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 =3=srv=10=sn=F1B795A5937A805275B2C5BE3AE420E3=perc=100000=ol=0=mul=1

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com.rogers.livesite.controller.form.EmailArticleFormController sendEmailArticle fido/content on false false component.support.content.article. [Cookie] = [dtCookie==3=srv=10=sn=F1B795A5937A805275B2C5BE3AE420E3=perc=100000=ol=0=mul=1] [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/)] [X-dynatrace-Origin-URL] = [https://www.fido.ca/consumer/content/covid19-faqs?icid=bu-supotcon-sshp1fcsup-03272019] [Connection] = [Keep-Alive] [Host] = [www.fido.ca] [Pragma] = [no-cache] [Accept-Encoding] = [gzip] [X-WebLogic-Force-JVMID] = [381503453] [True-Client-IP] = [18.208.132.33] [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] = [FW3;1415312027;10;-725278338;31334267;7;-1151093806;307] [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] = [18.208.132.33, 173.205.76.77] [X-dynaTrace-Application] = [1%3B1%3B02988af77a4c58f7] [X-Forwarded-For] = [18.208.132.33, 173.205.76.77] [X-dynaTrace-RequestState] = [agentId=0xd4c5217e&pathDepth=1] [Accept-Language] = [en-US,en;q=0.5] [X-ruxit-Apache-ServerNamePorts] = [www.fido.ca:8443] bu-supotcon-sshp1fcsup-03272019 content covid19-faqs on =3=srv=10=sn=F1B795A5937A805275B2C5BE3AE420E3=perc=100000=ol=0=mul=1 /default/main/internet/fido/WORKAREA/common en_US k33nuhma 2020-03-16 11:19:26 true site/support k33nuhma templatedata/site/support/data/mobile/covid19-faqs 1590614161 2020-05-27 17:16:36 /default/main/internet/fido/STAGING /default/main/internet/fido covid19-faqs 1590608610399 2020-05-27 17:16:36 /default/main/internet/fido/WORKAREA/common/templatedata/site/support/data/mobile/covid19-faqs templatedata/site/support/data/mobile/covid19-faqs 1 true covid19-faqs ab, bc, mb, nb, nl, ns, nt, nu, on, pe, qc, sk, yt en, fr Billing & Account Management customer prepaid, regular customer_care faqs 1566932063732 COVID-19 FAQs | Fido Here’s everything you need to know about COVID-19 COVID-19 FAQs <h2>Billing</h2> <p>&nbsp;</p> <p><strong>What happens if I can't pay my bill right now due to the public health situation?</strong></p> <p>Beginning March 16<sup>th</sup> until June 30<sup>th</sup>, 2020 we will ensure accounts will not be suspended or disconnected for any customers experiencing financial difficulties. In addition, we will support our customers facing financial uncertainty because of COVID-19 with more flexible payment options. During this time, you won&rsquo;t be required to inform us of recently made late payments.</p> <p><strong>Can I still pay my Fido bill in-store?</strong></p> <p>To help ensure the health and safety of our customers and employees during COVID-19, we&rsquo;re not accepting bill payments in-store at this time.<strong></strong></p> <p><a href="https://www.fido.ca/consumer/content/how-to-make-a-payment">See other ways to pay your Fido bill</a></p> <p>&nbsp;</p> <h2>Wireless services</h2> <p>&nbsp;</p> <p><strong>If I have a limited voice bucket plan will I be charged overage for Canadian phone calls? </strong></p> <p>No, we will automatically be waiving long distance charges for wireless and wireless home phone customers for calls to anywhere in Canada between March 16<sup>th</sup> and June 30<sup>th</sup>, 2020.</p> <p><strong>If I have a province-wide or local calling plan and call outside of my included area will I be charged?</strong></p> <p>We are waiving long distance charges and local charges for wireless and wireless home phone customers for calls to anywhere in Canada between March 16<sup>th</sup> and June 30<sup>th</sup>, 2020.</p> <p><strong>Will I need to call in to receive credits?</strong></p> <p>No, charges will automatically be removed for Canada wide long-distance charges for customers who use these services between March 16<sup>th</sup> and June 30<sup>th</sup>, 2020.</p> <p><strong>Will I be able to see my credits on my online account?</strong></p> <p>Charges will automatically be removed from your account, you will not see charges online or on your bill.</p> <p><strong>Will my Canada-wide long distance prior to March 16th be credited onto my account?</strong></p> <p>We will be automatically removing Canada-wide long-distance charges for postpaid customers who use these services between March 16<sup>th</sup> and June 30<sup>th</sup>, 2020. Fees incurred outside of this time frame will be charged.</p> <p><strong>Does my Wireless Home Phone service include Canada-wide long distance?</strong></p> <p>Yes</p> <p><strong>Will international long-distance calls be waived?</strong></p> <p>At this time, only Canada wide calling charges are being waived for Fido postpaid and prepaid customers.</p> <p><strong>What dates will Canada-wide long distance be waived?</strong></p> <p>Between March 16<sup>th</sup> and June 30<sup>th</sup>, 2020.</p> <p><strong>Are Fido Prepaid roaming charges being waived?</strong></p> <p>Currently there is no change to the current Fido prepaid roaming charges outside of Canada.</p> <p><strong>Will you be waiving data overages?</strong></p> <p>We are not waiving wireless data overages at this time. However, select Fido plans include Data Overage Protection which automatically pauses mobile data once you reach 100% of your plan's data limit.</p> <p>Not sure if you are on an eligible plan? Just log into <a href="https://www.fido.ca/consumer/easyloginriverpage?showModal=true">My Account</a> and go to your mobile dashboard, where your data usage is displayed. Look for a shield icon near your &lsquo;Remaining data&rsquo;. If the shield icon is displayed your plan includes Data Overage Protection.</p> <p>It&rsquo;s easy to switch to a plan with Data Overage Protection. Simply <a href="https://www.fido.ca/consumer/easyloginriverpage?showModal=true">log into My Account</a> and select <strong>Plans</strong> under the <strong>Shop</strong> menu to get started.</p> <p><strong>And don&rsquo;t forget&hellip;</strong> Most of our data, talk &amp; text plans include <a title="Learn how to get 5 extra hours of mobile data" href="https://www.fido.ca/consumer/mobile/databytes">5 extra hours of mobile data</a> every month. That&rsquo;s 1 hour, 5 times a month for those moments you need it most. Get the Fido My Account app from your app store to start using your 5 extra hours of data.</p> <p><strong>Are any changes being made to the Device Return and Exchange Program?</strong></p> <p>Yes. We&rsquo;re making the following changes to better serve our customers:</p> <ul style="font-size:1.6rem;"> <li>If you made an in-store purchase between March 1 and May 10, 2020 inclusive, you&rsquo;re eligible for a return or exchange in-store until July 31, 2020.</li> <li>DOA (Dead On Arrival) devices can be replaced with the help of <a href="https://www.fido.ca/consumer/contact-us/my-fido-services/call-us">Technical Support</a>. </li> </ul> <p><strong>Why have I received a message from Fido on behalf of the Government of Canada?</strong></p> <p>You are currently travelling abroad and the Government of Canada has asked that we send you this message on its behalf in light of the current public health situation:</p> <p><em>Fido Msg: This is a message to Canadians traveling abroad from the Government of Canada.</em></p> <p><em> </em></p> <p><em>Registering online will help the Government contact you: bit.ly/3b8SM5A<br />For emergency assistance, email sos@international.gc.ca or call +1 613 996 8885<br />You can also contact a Canadian embassy or consulate: bit.ly/2TXpVvo<br />You can find travel advisories here: bit.ly/2x62Uxz</em></p> <p><strong>Where can I get more information about the Government&rsquo;s recommendations for Canadians currently travelling abroad? </strong></p> <p>Please visit the links or contact the phone number in the text message you received. You can also visit the Government of Canada&rsquo;s website directly at Canada.ca.</p> <p><strong>What can I do if I am having network connection issues?</strong></p> <p>Unfortunately, network issues do happen from time to time and your cell phone service may be affected.</p> <p>To find out if there&rsquo;s a wireless or mobile service outage in your area, please visit the <a href="https://www.fido.ca/consumer/mobile/network-aid">NetworkAid</a> page.</p> <p>&nbsp;</p> <h2>Home Internet services</h2> <p>&nbsp;</p> <p><strong>I&rsquo;m on a limited home internet plan with a data usage cap &ndash; what do I do if I go over my data limit?</strong></p> <p>To give our customers more flexibility and peace of mind, we are temporarily lifting data usage caps on our Fido Home Internet plans so that any data usage starting on March 13<sup>th</sup>, 2020 will not be applied to your monthly data allotment.</p> <p>Please keep in mind that usage amounts are reflected on your statements in the month after they were incurred so you may still see charges from previous months.</p> <p><strong>How long will the temporary data lift be in effect?</strong></p> <p>The temporary lift on data usage caps is in effect until June 30<sup>th</sup>, 2020. We will continue to monitor the developing situation and will assess if any further changes are needed.</p> <p><strong>Which plans are covered by the temporary data lift?</strong></p> <p>Any customer on a Home Internet plan that includes monthly data usage amounts.</p> <p><strong>How can I take advantage of the offer?</strong></p> <p>There is nothing you need to do to take advantage of this offer. We will automatically waive any additional data usage on your account.</p> <p>&nbsp;</p> <h2>Stores/Locations</h2> <p>&nbsp;</p> <p><strong>Are Fido stores and locations still open?</strong></p> <p>Currently, most of our retail locations are closed until further notice. <strong></strong></p> <p>However, some locations across Canada will remain open and operate under reduced business hours. We will continue to support customers at these locations for essential services only, including:<strong></strong></p> <ul style="font-size:1.6rem;"> <li>Phone repair and loaner phones</li> <li>Critical device activation</li> <li>Urgent SIM card swap and replacements that cannot await regular shipping timelines</li> <li>Urgent modem swaps if hardware is defective only</li> </ul> <p id="prepaid"><a href="https://www.fido.ca/consumer/storelocator">See our Store Locator</a> for more information.</p> <p>&nbsp;</p> <h2><a style="color:black" href="#prepaid">Prepaid</a></h2> <p>&nbsp;</p> <p><strong>I am a Fido prepaid customer. Where can I go to top up my account now that many Fido stores have closed?</strong></p> <p>Customers can top-up through Fido My Account online using a voucher or credit card. Alternatively, there are over 10,000 essential retail locations across Canada where you can purchase a Fido voucher, including:</p> <p><strong>Grocery stores</strong></p> <p>Loblaws, Provigo, Maxi, Sobeys, IGA, Super C, Metro, Walmart, No Frills, Real Canadian Superstore, Food Basics, Fresh Co, Fortinos, Zehrs, Safeway, Adonis<br /><br /><strong>Drug stores</strong></p> <p>Shoppers Drug Mart, Pharmaprix, Jean Coutu, Uniprix, Proxim, Pharmachoice, Familiprix, Brunet<br /><br /><strong>Gas Stations</strong></p> <p>Esso, Petro-Canada, Shell, Husky, Pioneer, Canadian Tire Gas+, Ultramar, Groupe Harnois, Chevron, Provi-Soir, MacEwen, Mobil<br /><br /><strong>Convenience stores and Others </strong></p> <p>Gateway Newstands, 7-Eleven, Rabba Fine Foods, Hasty Market, Daisy Mart, Mac's, Couche-Tard, Circle K, AMDEQ, Quickie, D&eacute;panneur 7 Jours, Zesty Market, Canada Post, Boni-Soir</p> COVID coronavirus corona COVID-19 Virus FAQ sur la COVID-19 | Fido Voici tout ce que vous devez savoir sur COVID-19. FAQ sur la COVID-19 <h2>Facturation</h2> <p>&nbsp;</p> <p><strong>Que faire si je ne peux pas payer ma facture en raison de la situation de sant&eacute; publique?</strong></p> <p>Entre le 16 mars et le 30 juin 2020, nous nous engageons &agrave; ne pas suspendre ni d&eacute;brancher les services des clients qui &eacute;prouvent des difficult&eacute;s financi&egrave;res. De plus, nous aiderons nos clients qui font face &agrave; l&rsquo;incertitude financi&egrave;re en raison de la COVID-19 en offrant des options de paiement plus flexibles. Pendant cette p&eacute;riode, vous ne serez pas tenu de nous informer de vos r&eacute;cents retards de paiement.</p> <p><strong>Puis-je toujours payer ma facture Fido en magasin?</strong></p> <p>Afin d&rsquo;assurer la sant&eacute; et la s&eacute;curit&eacute; de nos clients et de nos employ&eacute;s pendant la pand&eacute;mie de COVID-19, nous n&rsquo;acceptons pas de paiements de facture en magasin pour le moment.</p> <p><a href="https://www.fido.ca/consumer/content/how-to-make-a-payment?setLanguage=fr">D&eacute;couvrez d&rsquo;autres fa&ccedil;ons de payer votre facture Fido</a></p> <p>&nbsp;</p> <h2>Les services sans-fil</h2> <p>&nbsp;</p> <p><strong>Si j&rsquo;ai un forfait avec un lot d&rsquo;appels limit&eacute;, des frais d&rsquo;utilisation exc&eacute;dentaire seront-ils port&eacute;s &agrave; mon compte pour les appels effectu&eacute;s au Canada?</strong></p> <p>Non, on annulera automatiquement les frais d&rsquo;interurbain pour les clients du service sans-fil et de la T&eacute;l&eacute;phonie r&eacute;sidentielle quant aux appels effectu&eacute;s partout au Canada du 16 mars au 30 juin 2020.</p> <p><strong>Si j&rsquo;ai un forfait d&rsquo;appels locaux ou &agrave; l&rsquo;&eacute;chelle de la province et que j&rsquo;appelle &agrave; l&rsquo;ext&eacute;rieur de la zone incluse dans mon forfait, des frais seront-ils port&eacute;s &agrave; mon compte?</strong></p> <p>Non, on annule automatiquement les frais des appels locaux et les frais d&rsquo;interurbain pour les clients du service sans-fil et de la T&eacute;l&eacute;phonie r&eacute;sidentielle quant aux appels effectu&eacute;s partout au Canada du 16&nbsp;mars au 30&nbsp;juin 2020.</p> <p><strong>Devrai-je vous t&eacute;l&eacute;phoner pour recevoir les cr&eacute;dits? </strong></p> <p>Non, les&nbsp;frais d&rsquo;interurbain partout au Canada seront automatiquement supprim&eacute;s pour les clients qui utilisent ces services entre le 16&nbsp;mars et le 30&nbsp;juin&nbsp;2020.</p> <p><strong>Pourrai-je voir mes cr&eacute;dits sur ma facture en ligne?</strong></p> <p>Les frais seront automatiquement supprim&eacute;s de votre compte. Vous ne verrez pas les frais en ligne ni sur votre facture.</p> <p><strong>Mon compte sera-t-il cr&eacute;dit&eacute; des frais d&rsquo;interurbain partout au Canada engag&eacute;s avant le 16&nbsp;mars?</strong></p> <p>On supprimera automatiquement les frais d&rsquo;interurbain partout au Canada pour les clients du service postpay&eacute; qui utilisent ces services entre le 16&nbsp;mars et le 30&nbsp;juin&nbsp;2020. Les frais engag&eacute;s en dehors de cette p&eacute;riode seront port&eacute;s &agrave; votre compte.</p> <p><strong>Mon service T&eacute;l&eacute;phonie r&eacute;sidentielle inclut-il les appels interurbains partout au Canada? </strong></p> <p>Oui.</p> <p><strong>Les frais li&eacute;s aux appels interurbains internationaux seront-ils annul&eacute;s?</strong></p> <p>&Agrave; l&rsquo;heure actuelle, seuls les frais pour les appels faits partout au Canada sont annul&eacute;s pour les clients des services postpay&eacute; et pr&eacute;pay&eacute; de Fido.</p> <p><strong>Pour quelles dates les frais d&rsquo;interurbain partout au Canada seront-ils annul&eacute;s?</strong></p> <p>Du 16&nbsp;mars au 30&nbsp;juin.</p> <p><strong>Les frais d&rsquo;itin&eacute;rance du service pr&eacute;pay&eacute; de Fido sont-ils annul&eacute;s? </strong></p> <p>&Agrave; l&rsquo;heure actuelle, les tarifs d&rsquo;itin&eacute;rance &agrave; l&rsquo;ext&eacute;rieur du Canada du service pr&eacute;pay&eacute; de Fido ne changent pas.</p> <p><strong>Allez-vous annuler les frais d&rsquo;utilisation exc&eacute;dentaire de donn&eacute;es</strong></p> <p>&Agrave; l&rsquo;heure actuelle, nous n&rsquo;annulons pas les frais d&rsquo;utilisation exc&eacute;dentaire de donn&eacute;es sans-fil. Toutefois, certains forfaits de Fido comprennent la Protection d&eacute;passement de donn&eacute;es qui met automatiquement vos donn&eacute;es sur pause lorsque vous atteignez la limite de votre forfait.</p> <p>Vous ne savez pas si vous &ecirc;tes abonn&eacute; &agrave; un forfait admissible? Ouvrez une session dans <a href="https://www.fido.ca/consumer/easyloginriverpage?setLanguage=fr">Mon&nbsp;Compte </a>et acc&eacute;dez &agrave; votre tableau de bord mobile, o&ugrave; votre utilisation de donn&eacute;es est affich&eacute;e. Cherchez une ic&ocirc;ne de bouclier situ&eacute;e pr&egrave;s de vos &laquo; donn&eacute;es restantes &raquo;. Si l&rsquo;ic&ocirc;ne de bouclier s&rsquo;affiche, votre forfait comprend la Protection d&eacute;passement de donn&eacute;es.</p> <p>Passer &agrave; un forfait qui comprend la Protection d&eacute;passement de donn&eacute;es est facile. Vous n&rsquo;avez qu&rsquo;&agrave; ouvrir une session <a href="https://www.fido.ca/consumer/easyloginriverpage?showModal=true">Mon Compte </a> et &agrave; s&eacute;lectionner <strong>Forfaits</strong> sous le menu <strong>Magasiner</strong> pour commencer.</p> <p><strong> N&rsquo;oubliez pas!</strong> La plupart de nos forfaits Donn&eacute;es, appels et textos comprennent <a title="D&eacute;couvrez comment obtenir 5 heures de donn&eacute;es mobiles en extra" href="https://www.fido.ca/consumer/mobile/databytes">5 heures de donn&eacute;es mobiles en extra</a> chaque mois. C&rsquo;est 1 heure de donn&eacute;es, 5 fois par mois &agrave; utiliser quand vous en avez le plus besoin. T&eacute;l&eacute;chargez l&rsquo;appli Mon Compte &agrave; partir de votre boutique d&rsquo;applis et commencez &agrave; utiliser vos 5 heures de donn&eacute;es en extra.</p> <p><strong>Des changements sont-ils apport&eacute;s au programme de retour et d&rsquo;&eacute;change d&rsquo;appareils?</strong></p> <p>Oui. On apporte les changements suivants afin de mieux servir nos clients&nbsp;:<strong></strong></p> <ul style="font-size:1.6rem;"> <li>Si vous avez effectu&eacute; un achat en magasin entre le 1<sup>er</sup> mars et le 10 mai 2020 inclusivement, vous pouvez faire un &eacute;change ou un retour en magasin jusqu&rsquo;au 31 juillet 2020.</li> <li>Les appareils d&eacute;fectueux &agrave; l&rsquo;arriv&eacute;e peuvent &ecirc;tre remplac&eacute;s avec l&rsquo;aide du <a href="https://www.fido.ca/consumer/contact-us/my-fido-services/call-us">Soutien technique</a>. </li> </ul> <p><strong>Pourquoi Fido m&rsquo;a-t-il envoy&eacute; un message de la part du gouvernement du Canada?</strong></p> <p>Vous &ecirc;tes actuellement en voyage &agrave; l&rsquo;&eacute;tranger et le gouvernement du Canada nous a demand&eacute; de vous envoyer ce message en raison de la crise de sant&eacute; publique actuelle :</p> <p><em>Info Fido : Message du gouvernement du Canada &agrave; l&rsquo;intention des Canadiens en voyage &agrave; l&rsquo;&eacute;tranger</em></p> <p><em> </em></p> <p><em>Vous inscrire en ligne aidera le gouvernement &agrave; vous contacter&nbsp;: bit.ly/3b8SM5A<br />Pour demander de l&rsquo;aide d&rsquo;urgence, envoyez un courriel &agrave; sos@international.gc.ca ou composez le +1 613-996-8885<br />Vous pouvez aussi contacter l&rsquo;ambassade canadienne ou le consulat&nbsp;: bit.ly/2TXpVvo<br />Vous trouverez des avertissements aux voyageurs ici&nbsp;: bit.ly/2x62Uxz</em></p> <p><strong>O&ugrave; puis-je en savoir plus au sujet des recommandations du gouvernement aux Canadiens envoyage &agrave; l&rsquo;&eacute;tranger?</strong></p> <p>Veuillez consulter les liens ou composer le num&eacute;ro de t&eacute;l&eacute;phone indiqu&eacute;s dans le message texte que vous avez re&ccedil;u. Vous pouvez &eacute;galement visiter le site web du gouvernement du Canada sur Canada.ca</p> <p><strong>Que puis-je faire si j&rsquo;ai des probl&egrave;mes avec ma connexion r&eacute;seau?</strong></p> <p>Malheureusement, des probl&egrave;mes de r&eacute;seau surviennent &agrave; l&rsquo;occasion, et cela peut avoir une incidence sur votre service de t&eacute;l&eacute;phonie cellulaire.</p> <p>Pour savoir s&rsquo;il y a une panne du service mobile ou sans-fil dans votre secteur, consultez la page <a href="https://www.fido.ca/consumer/mobile/network-aid?setLanguage=fr">InfoConnexion</a>.</p> <p>&nbsp;</p> <h2>Service Internet r&eacute;sidentiel</h2> <p>&nbsp;</p> <p><strong>Mon forfait Internet r&eacute;sidentiel a un plafond d&rsquo;utilisation que dois - que dois-je faire si je le d&eacute;passe?<br /></strong></p> <p>Pour offrir &agrave; nos clients plus de souplesse et de tranquillit&eacute; d&rsquo;esprit, on l&egrave;ve temporairement les plafonds d&rsquo;utilisation de donn&eacute;es de nos forfaits Internet r&eacute;sidentiel de Fido, de sorte que toute utilisation effectu&eacute;e &agrave; partir du 13&nbsp;mars&nbsp;2020 ne sera pas calcul&eacute;e dans votre limite mensuelle.</p> <p>N&rsquo;oubliez pas que l&rsquo;utilisation figure sur votre facture du mois qui suit celui o&ugrave; elle a &eacute;t&eacute; effectu&eacute;e. Vous pourriez ainsi voir des frais pour les mois pr&eacute;c&eacute;dents.</p> <p><strong>Combien de temps la lev&eacute;e temporaire du plafond d&rsquo;utilisation de donn&eacute;es sera-t-elle en vigueur?</strong></p> <p>La lev&eacute;e temporaire du plafond d&rsquo;utilisation de donn&eacute;es est en vigueur jusqu&rsquo;au 30&nbsp;juin&nbsp;2020. On continuera de suivre l&rsquo;&eacute;volution de la situation et &eacute;valuera si d&rsquo;autres changements sont n&eacute;cessaires.</p> <p><strong>Quels sont les forfaits concern&eacute;s par la lev&eacute;e temporaire du plafond d&rsquo;utilisation de donn&eacute;es?</strong></p> <p>Tous les clients abonn&eacute;s &agrave; un forfait Internet r&eacute;sidentiel assorti d&rsquo;un plafond d&rsquo;utilisation mensuelle de donn&eacute;es.</p> <p><strong>Comment puis-je profiter de l&rsquo;offre?</strong></p> <p>Vous n&rsquo;avez rien &agrave; faire pour profiter de cette offre. On annulera automatiquement tous les frais d&rsquo;utilisation exc&eacute;dentaire de donn&eacute;es port&eacute;s &agrave; votre compte.</p> <p>&nbsp;</p> <h2>Magasins et points de vente</h2> <p>&nbsp;</p> <p><strong>Les magasins et les points de vente de Fido sont-ils toujours ouverts?</strong></p> <p>Pour le moment, la plupart de nos magasins sont ferm&eacute;s jusqu'a nouvel ordre.</p> <p>Cependant, certains magasins Fido partout au Canada demeurent ouverts avec des heures d&rsquo;ouverture r&eacute;duites. Dans ces magasins, nous continuerons &agrave; soutenir les clients pour les services essentiels seulement, notamment :</p> <ul style="font-size:1.6rem;"> <li>R&eacute;parations et pr&ecirc;ts de t&eacute;l&eacute;phones</li> <li>Activations essentielles d&rsquo;appareils</li> <li>&Eacute;change et remplacement urgents de cartes SIM qui ne peuvent pas attendre les d&eacute;lais de livraison habituels </li> <li>&Eacute;change de modem urgent si le mat&eacute;riel est d&eacute;fectueux uniquement</li> </ul> <p id="prepaid"><a href="https://www.fido.ca/consumer/storelocator?setLanguage=fr">Consultez notre localisateur de magasin</a> pour en savoir plus.</p> <p>&nbsp;</p> <h2><a style="color:black" href="#prepaid">Pr&eacute;pay&eacute;s</a></h2> <p>&nbsp;</p> <p><strong>Je suis cliente du service pr&eacute;pay&eacute; de Fido. O&ugrave; puis-je aller pour r&eacute;approvisionner mon compte &eacute;tant donn&eacute; que de nombreux magasins Fido sont maintenant ferm&eacute;s?</strong></p> <p>Les clients peuvent r&eacute;approvisionner leur compte en ligne avec Mon Compte de Fido &agrave; l&rsquo;aide d&rsquo;une carte de r&eacute;approvisionnement ou d&rsquo;une carte de cr&eacute;dit. Sinon, ils peuvent acheter une carte de r&eacute;approvisionnement dans plus de 10&nbsp;000&nbsp;commerces de d&eacute;tail qui offrent des produits de premi&egrave;re n&eacute;cessit&eacute; partout au Canada, dont ceux-ci&nbsp;:</p> <p><strong>&Eacute;piceries</strong></p> <p>Loblaws, Provigo, Maxi, Sobeys, IGA, Super C, Metro, Walmart, No Frills, Real Canadian Superstore, Food Basics, Fresh Co, Fortinos, Zehrs, Safeway, Adonis<br /><br /><strong>Pharmacies</strong></p> <p>Shoppers Drug Mart, Pharmaprix, Jean Coutu, Uniprix, Proxim, PharmaChoice, Familiprix, Brunet<br /><br /><strong>Stations-service</strong></p> <p>Esso, Petro-Canada, Shell, Husky, Pioneer, Canadian Tire Gas+, Ultramar, Groupe Harnois, Chevron, Provi-Soir, MacEwen, Mobil<br /><br /><strong>D&eacute;panneurs et autres commerces </strong></p> <p>Gateway Newstands, 7-Eleven, Rabba Fine Foods, Hasty Market, Daisy Mart, Mac's, Couche-Tard, Circle K, AMDEQ, Quickie, D&eacute;panneur 7 Jours, Zesty Market, Canada Post, Boni-Soir</p> COVID coronavirus corona COVID-19 Virus 6LfFoRATAAAAAF4k8pYifmzO12cKXzERsY-nUGdh

COVID-19 FAQs

Billing

 

What happens if I can't pay my bill right now due to the public health situation?

Beginning March 16th until June 30th, 2020 we will ensure accounts will not be suspended or disconnected for any customers experiencing financial difficulties. In addition, we will support our customers facing financial uncertainty because of COVID-19 with more flexible payment options. During this time, you won’t be required to inform us of recently made late payments.

Can I still pay my Fido bill in-store?

To help ensure the health and safety of our customers and employees during COVID-19, we’re not accepting bill payments in-store at this time.

See other ways to pay your Fido bill

 

Wireless services

 

If I have a limited voice bucket plan will I be charged overage for Canadian phone calls?

No, we will automatically be waiving long distance charges for wireless and wireless home phone customers for calls to anywhere in Canada between March 16th and June 30th, 2020.

If I have a province-wide or local calling plan and call outside of my included area will I be charged?

We are waiving long distance charges and local charges for wireless and wireless home phone customers for calls to anywhere in Canada between March 16th and June 30th, 2020.

Will I need to call in to receive credits?

No, charges will automatically be removed for Canada wide long-distance charges for customers who use these services between March 16th and June 30th, 2020.

Will I be able to see my credits on my online account?

Charges will automatically be removed from your account, you will not see charges online or on your bill.

Will my Canada-wide long distance prior to March 16th be credited onto my account?

We will be automatically removing Canada-wide long-distance charges for postpaid customers who use these services between March 16th and June 30th, 2020. Fees incurred outside of this time frame will be charged.

Does my Wireless Home Phone service include Canada-wide long distance?

Yes

Will international long-distance calls be waived?

At this time, only Canada wide calling charges are being waived for Fido postpaid and prepaid customers.

What dates will Canada-wide long distance be waived?

Between March 16th and June 30th, 2020.

Are Fido Prepaid roaming charges being waived?

Currently there is no change to the current Fido prepaid roaming charges outside of Canada.

Will you be waiving data overages?

We are not waiving wireless data overages at this time. However, select Fido plans include Data Overage Protection which automatically pauses mobile data once you reach 100% of your plan's data limit.

Not sure if you are on an eligible plan? Just log into My Account and go to your mobile dashboard, where your data usage is displayed. Look for a shield icon near your ‘Remaining data’. If the shield icon is displayed your plan includes Data Overage Protection.

It’s easy to switch to a plan with Data Overage Protection. Simply log into My Account and select Plans under the Shop menu to get started.

And don’t forget… Most of our data, talk & text plans include 5 extra hours of mobile data every month. That’s 1 hour, 5 times a month for those moments you need it most. Get the Fido My Account app from your app store to start using your 5 extra hours of data.

Are any changes being made to the Device Return and Exchange Program?

Yes. We’re making the following changes to better serve our customers:

  • If you made an in-store purchase between March 1 and May 10, 2020 inclusive, you’re eligible for a return or exchange in-store until July 31, 2020.
  • DOA (Dead On Arrival) devices can be replaced with the help of Technical Support.

Why have I received a message from Fido on behalf of the Government of Canada?

You are currently travelling abroad and the Government of Canada has asked that we send you this message on its behalf in light of the current public health situation:

Fido Msg: This is a message to Canadians traveling abroad from the Government of Canada.

Registering online will help the Government contact you: bit.ly/3b8SM5A
For emergency assistance, email sos@international.gc.ca or call +1 613 996 8885
You can also contact a Canadian embassy or consulate: bit.ly/2TXpVvo
You can find travel advisories here: bit.ly/2x62Uxz

Where can I get more information about the Government’s recommendations for Canadians currently travelling abroad?

Please visit the links or contact the phone number in the text message you received. You can also visit the Government of Canada’s website directly at Canada.ca.

What can I do if I am having network connection issues?

Unfortunately, network issues do happen from time to time and your cell phone service may be affected.

To find out if there’s a wireless or mobile service outage in your area, please visit the NetworkAid page.

 

Home Internet services

 

I’m on a limited home internet plan with a data usage cap – what do I do if I go over my data limit?

To give our customers more flexibility and peace of mind, we are temporarily lifting data usage caps on our Fido Home Internet plans so that any data usage starting on March 13th, 2020 will not be applied to your monthly data allotment.

Please keep in mind that usage amounts are reflected on your statements in the month after they were incurred so you may still see charges from previous months.

How long will the temporary data lift be in effect?

The temporary lift on data usage caps is in effect until June 30th, 2020. We will continue to monitor the developing situation and will assess if any further changes are needed.

Which plans are covered by the temporary data lift?

Any customer on a Home Internet plan that includes monthly data usage amounts.

How can I take advantage of the offer?

There is nothing you need to do to take advantage of this offer. We will automatically waive any additional data usage on your account.

 

Stores/Locations

 

Are Fido stores and locations still open?

Currently, most of our retail locations are closed until further notice.

However, some locations across Canada will remain open and operate under reduced business hours. We will continue to support customers at these locations for essential services only, including:

  • Phone repair and loaner phones
  • Critical device activation
  • Urgent SIM card swap and replacements that cannot await regular shipping timelines
  • Urgent modem swaps if hardware is defective only

See our Store Locator for more information.

 

Prepaid

 

I am a Fido prepaid customer. Where can I go to top up my account now that many Fido stores have closed?

Customers can top-up through Fido My Account online using a voucher or credit card. Alternatively, there are over 10,000 essential retail locations across Canada where you can purchase a Fido voucher, including:

Grocery stores

Loblaws, Provigo, Maxi, Sobeys, IGA, Super C, Metro, Walmart, No Frills, Real Canadian Superstore, Food Basics, Fresh Co, Fortinos, Zehrs, Safeway, Adonis

Drug stores

Shoppers Drug Mart, Pharmaprix, Jean Coutu, Uniprix, Proxim, Pharmachoice, Familiprix, Brunet

Gas Stations

Esso, Petro-Canada, Shell, Husky, Pioneer, Canadian Tire Gas+, Ultramar, Groupe Harnois, Chevron, Provi-Soir, MacEwen, Mobil

Convenience stores and Others

Gateway Newstands, 7-Eleven, Rabba Fine Foods, Hasty Market, Daisy Mart, Mac's, Couche-Tard, Circle K, AMDEQ, Quickie, Dépanneur 7 Jours, Zesty Market, Canada Post, Boni-Soir