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com.rogers.livesite.controller.form.EmailArticleFormController sendEmailArticle fido/content on false false component.support.content.article. [User-Agent] = [CCBot/2.0 (https://commoncrawl.org/faq/)] [X-dynatrace-Origin-URL] = [https://www.fido.ca/consumer/content/device-protection] [Accept-Encoding] = [gzip] [True-Client-IP] = [3.235.56.11] [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] = [FW4;1415312027;10;-2136985174;126713699;7;-1151093806;1387;de41;2h01;3h80a031aa;4h078d7f63] [X-WebLogic-KeepAliveSecs] = [30] [Proxy-Client-IP] = [3.235.56.11, 23.46.238.140] [X-dynaTrace-Application] = [1%3B1%3B02988af77a4c58f7] [X-ruxit-Apache-ServerNamePorts] = [www.fido.ca:8443] [Cookie] = [dtCookie==3=srv=10=sn=945895BA5F6AB79A0450A58A7736A521=perc=100000=ol=0=mul=1=app:02988af77a4c58f7=1] [Akamai-Origin-Hop] = [2] [Accept] = [text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8] [Connection] = [Keep-Alive] [Host] = [www.fido.ca] [Pragma] = [no-cache] [X-WebLogic-Force-JVMID] = [812583381] [Via] = [1.1 v1-akamaitech.net(ghost) (AkamaiGHost), 1.1 akamai.net(ghost) (AkamaiGHost)] [TE] = [chunked;q=1.0] [X-Akamai-CONFIG-LOG-DETAIL] = [true] [Cache-Control] = [no-cache, max-age=0] [X-DataStream-Session-Id] = [4f7b6c79-61077a40-e01946] [X-Forwarded-For] = [3.235.56.11, 23.46.238.140] [X-dynaTrace-RequestState] = [agentId=0x80a031aa&pathDepth=1] [Accept-Language] = [en-US,en;q=0.5] content device-protection on =3=srv=10=sn=945895BA5F6AB79A0450A58A7736A521=perc=100000=ol=0=mul=1=app:02988af77a4c58f7=1 /default/main/internet/fido/WORKAREA/common en_US j6ho4rkf 2017-08-24 18:33:04 true site/support j6ho4rkf templatedata/site/support/data/mobile/device-protection 1626876387 2021-07-21 12:37:23 /default/main/internet/fido/STAGING /default/main/internet/fido device-protection 1626876423041 2021-07-21 12:37:23 /default/main/internet/fido/WORKAREA/common/templatedata/site/support/data/mobile/device-protection templatedata/site/support/data/mobile/device-protection 1 true device-protection ab, bc, mb, nb, nl, ns, nt, nu, on, pe, qc, sk, yt en, fr Mobile customer faqs Activation, HardwareDeliveryManagement, LostOrStolen HardwareReturnExchange HardwareIssue 1475676769454 FAQs about Premium Device Protection plans | Fido Premium Device Protection protects you if your device is damaged, malfunctioning, or lost/stolen. Here are the details about how this program from Fido works. What you need to know about Premium Device Protection <!-- table td, th { padding: 30px; } --> <p><strong>Premium Device Protection</strong><sub>TM</sub> gives you peace of mind by offering comprehensive protection for a low monthly fee in case your device is damaged, malfunctioning, or lost/stolen*. Plus, your first broken phone screen is repaired on us!</p> <p>Here are all the details about how Premium Device Protection from Fido works.</p> <p style="font-size: 14px;">* Loss/theft protection is not available in Quebec.</p> <!--EN--> <h2>The basics about Premium Device Protection</h2> <!--Q1--> <div class="faq-container"> <div class="faq-question"> <h3>Can I get Premium Device Protection plans with devices on the Fido Payment Program?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer1" class="collapse"> <div class="faq-answer"> <p>Yes! You can get Premium Device Protection plans for our devices financed through the <strong>Fido Payment Program</strong><sub>TM</sub>, including iPhones, iPads, and Android phones and tablets.</p> </div> </div> </div> <!--Q2--> <div class="faq-container"> <div class="faq-question"> <h3>When can I add a Premium Device Protection plan to my account?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer2" class="collapse"> <div class="faq-answer"> <p>You can add Premium Device Protection plans to your account within 60 days of purchasing and activating a new device or upgrading to a new Fido device.</p> </div> </div> </div> <!--Q3--> <div class="faq-container"> <div class="faq-question"> <h3>What Premium Device Protection plans do you have, and how do they differ?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer3" class="collapse"> <div class="faq-answer"> <p>We offer two Premium Device Protection plans:</p> <ul style="list-style: none"> <li>1. <strong>Premium Device Protection for Apple featuring AppleCare Services</strong>, which is available only for iPhone 5 or later and iPad. </li> <li>2. <strong>Premium Device Protection for Android</strong>, which is available for all Android phones and tablets.</li> </ul> <p>Both plans offer comprehensive protection for accidental damage, device repair as soon as the same day, and replacement if your device is lost or stolen.* Plus, your first broken phone screen is repaired on us as long as there&rsquo;s no other damage to your device!</p> <p style="font-size: 14px;">* Loss/theft protection is not available in Quebec.</p> </div> </div> </div> <!--Q4--> <div class="faq-container"> <div class="faq-question"> <h3>Are there any additional fees for my Premium Device Protection plan outside of the monthly fee?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer4" class="collapse"> <div class="faq-answer"> <p>Yes. We apply repair and replacement processing fees for the following services once your service request is approved. Please note that you can&rsquo;t use prepaid credit cards to pay any processing fees:</p> <table style="width: 100%;" border="1" cellpadding="10"> <thead> <tr> <th style="padding: 10px;">Device/Plan</th> <th style="padding: 10px;">Premium Device Protection for Apple featuring AppleCare Services</th> <th style="padding: 10px;">Premium Device Protection for Android</th> </tr> </thead> <tbody> <tr> <td style="padding: 10px;">Phones</td> <td style="padding: 10px;">Screen repair: $39* <br /> Other repair: $129 <br /> Replacement for loss/theft: $150 &ndash; $400**</td> <td style="padding: 10px;">Screen repair: $39*<br /> Other repairs: $129<br /> Replacement for loss/theft: $150 &ndash; $400**</td> </tr> <tr> <td style="padding: 10px;">Tablets</td> <td style="padding: 10px;">Repair: $49 <br /> Replacements for loss/theft: $150 &ndash; $400**</td> <td style="padding: 10px;">Repair: $49* <br /> Replacements for loss/theft: $150 &ndash; $400**</td> </tr> </tbody> </table> <p>For more details about our processing fees, please visit <a href="https://www.brightstarprotect.com/fido/">https://www.brightstarprotect.com/fido</a></p> <p>* The processing fee is $0 on your first phone or Android tablet screen-break repair as long as there is no other damage to your phone.</p> <p>** Replacement processing fees vary between $150 &ndash; $400 depending on your device cost. Loss/theft protection not available in Quebec.</p> </div> </div> </div> <!--Q5--> <div class="faq-container"> <div class="faq-question"> <h3>If I sign up for a Premium Device Protection plan, am I &ldquo;locked in&rdquo; until the end of my wireless contract?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer5" class="collapse"> <div class="faq-answer"> <p>Not at all! Our Premium Device Protection plans are offered on a month-to-month basis, and you can cancel at any time without cancellation fees.</p> </div> </div> </div> <!--Q6--> <div class="faq-container"> <div class="faq-question"> <h3>I enrolled in a Premium Device Protection or Device Protection Lite plan before May 5, 2021. Is anything changing for me?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer6" class="collapse"> <div class="faq-answer"> <p>If you signed up for Premium Device Protection or Device Protection Lite before May 5, 2021, there may be some changes to your protection. Please visit <a href="https://www.brightstarprotect.com/fido/notification-en-ca/">www.fido.ca/dp-updates</a> for further details.</p> </div> </div> </div> <h3>How device repairs and replacements work</h3> <!--Q7--> <div class="faq-container"> <div class="faq-question"> <h3>How do I submit a service request? Is there a limit to the number of times I can get my device repaired or replaced?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer7" class="collapse"> <div class="faq-answer"> <p>Submitting a service request online is easy with our how-to guide.</p> <p>However, there are some limits on how many times you can get your device repaired or replaced:</p> <ul> <li><strong>For iPhone and iPad:</strong> You can get up to get up to 3 fulfilled service requests for your protected device in a rolling 12-month period, including up to 2 repairs for accidental damage from handling and 1 replacement for loss or theft.* Once you reach this limit, you can still submit service requests for malfunctions after this point. </li> <li><strong>For Android phones and tablets:</strong> You can get up to 3 fulfilled service requests for your protected device in a rolling 12-month period, including up to 2 repairs for accidental damage from handling and/or out-of-warranty malfunction and 1 replacement for loss or theft.* Once you reach this limit, your Premium Device Protection will be cancelled and you will no longer be charged. </li> </ul> <p>* Loss/theft protection is not available in Quebec.</p> </div> </div> </div> <!--Q8--> <div class="faq-container"> <div class="faq-question"> <h3>If my device is replaced or repaired, will Premium Device Protection still apply to my updated device?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer8" class="collapse"> <div class="faq-answer"> <p>Yes. Your replaced or repaired device* is still protected as long as you are enrolled in the Premium Device Protection plan.</p> <p>* Loss/theft protection is not available in Quebec.</p> </div> </div> </div> <!--Q9--> <div class="faq-container"> <div class="faq-question"> <h3>How long does it take to get a repair or replacement device?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer9" class="collapse"> <div class="faq-answer"> <p>Most repairs can be done the same day and you can receive a replacement device as early as the next day.</p> </div> </div> </div> <!--Q10--> <div class="faq-container"> <div class="faq-question"> <h3>If I need to get a replacement device, will it be the same make and model as my original? Will it be brand new or refurbished?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer10" class="collapse"> <div class="faq-answer"> <p>Your device will be replaced with one of like kind and quality with comparable features and functionality to your original device. Replacement devices are new or refurbished at the program&rsquo;s discretion and depend on what we have available.</p> <p>Our Android replacements come with a 1-year warranty and our Apple replacements come with an ongoing warranty for as long as you remain enrolled in a Premium Device Protection plan.</p> </div> </div> </div> <!--Q11--> <div class="faq-container"> <div class="faq-question"> <h3>If my device malfunctions within the original warranty period, should I file a service request through Fido or contact the manufacturer directly?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer11" class="collapse"> <div class="faq-answer"> <p><strong>For Apple devices:</strong> If your device malfunctions at any time during your enrollment in Premium Device Protection, or if your device is lost/stolen* or damaged while you have a Premium Device Protection plan, you should file a service request for your device at <a href="https://www.brightstarprotect.com/fido/">https://www.brightstarprotect.com/fido</a> or call <a href="tel:1-866-327-3399">1-866-327-3399</a>.</p> <p><strong>For Android devices: </strong>If your device malfunctions within a year of purchase, please contact us and we can help with finding repair or replacement options covered by your warranty. However, if your device was lost/stolen* or damaged outside of the original warranty period and you are enrolled in Premium Device Protection, you should file a service request for your device at <a href="https://www.brightstarprotect.com/fido/">https://www.brightstarprotect.com/fido</a> or call <a href="tel: 1-866-327-3399">1-866-327-3399</a>.</p> <p>* Loss/theft protection is not available in Quebec.</p> </div> </div> </div> <!--Q12--> <div class="faq-container"> <div class="faq-question"> <h3>My device was lost, stolen, damaged, or has started malfunctioning outside of the manufacturer&rsquo;s warranty period. When should I file my service request?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer12" class="collapse"> <div class="faq-answer"> <p>If you have a Premium Device Protection plan, you should file a service request as soon as something happens to your device so that you can get reconnected as soon as possible.</p> <p>Note: Loss/theft protection is not available in Quebec.</p> </div> </div> </div> <!--Q13--> <div class="faq-container"> <div class="faq-question"> <h3>If I have Premium Device Protection and upgrade my device, will the protection apply to my new device or my old one?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer13" class="collapse"> <div class="faq-answer"> <p>If you already have Premium Device Protection and get a new device or add a line through Fido, confirm that you want your protection to continue and the new device will be protected.</p> <p>However, if you switch devices in a different way (such as just putting your SIM card into a new phone you bought from a third party), you will have to cancel Premium Device Protection on your old device and enroll your new device.</p> <p>If you replace a device through Premium Device Protection, your replaced device will be protected.</p> </div> </div> </div> <!--Q14--> <div class="faq-container"> <div class="faq-question"> <h3>Are there any conditions surrounding getting the first broken phone screen repaired at no extra cost?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer14" class="collapse"> <div class="faq-answer"> <p>You&rsquo;ll get your first broken phone screen repaired at no extra cost as long as there&rsquo;s no other damage to your phone. After your first broken phone screen, all other broken phone screen repairs will incur a processing fee of $39. If your phone has any other damage in addition to a broken screen, the processing fee will be $129.</p> </div> </div> </div> <!--Q15--> <div class="faq-container"> <div class="faq-question"> <h3>What repair options are available for my device?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer15" class="collapse"> <div class="faq-answer"> <p>Once you&rsquo;ve started a service request, you can choose from the following options to repair your device:</p> <ul> <li><strong>Mail-in:</strong> You can mail your device in for repair.</li> <li><strong>Walk-in:</strong> You can visit a designated repair location in your area.*</li> <li><strong>Mobile technician visit:</strong> You can schedule an appointment with a mobile technician to visit you at your location.*, **</li> </ul> <p>* Our walk-in and mobile technician visit options are dependent on your device, your location and the type of damage. Your options will be presented to you when you submit your service request.</p> <p>* Mobile technician visits are currently available only for Android devices. Your repair options are dependent on your device, your location and the type of damage. Your options will be presented to you when you submit your service request.</p> </div> </div> </div> Device Protection premium device protection phone repair fix phone repair phone FAQ sur les programmes Protection supérieure de l’appareil | Fido La Protection supérieure de l’appareil protège votre appareil en cas de dommages, défectuosités, perte ou vol. Voici comment fonctionne ce programme de Fido. Ce que vous devez savoir sur la Protection supérieure de l’appareil <p><strong>La Protection sup&eacute;rieure de l&rsquo;appareil</strong><sub>MC</sub> vous assure la tranquillit&eacute; d&rsquo;esprit en vous offrant une protection compl&egrave;te moyennant des frais mensuels modiques en cas de dommages, de d&eacute;fectuosit&eacute;, de perte ou de vol de votre appareil*. De plus, votre premier &eacute;cran de t&eacute;l&eacute;phone bris&eacute; sera r&eacute;par&eacute; sans frais!</p> <p>Voici tous les d&eacute;tails sur le fonctionnement de la Protection sup&eacute;rieure de l&rsquo;appareil de Fido.</p> <p style="font-size: 14px;">* La protection contre la perte et le vol n&rsquo;est pas offerte au Qu&eacute;bec.</p> <!--FR--> <h2>Protection sup&eacute;rieure de l&rsquo;appareil : les bases</h2> <!--Q1--> <div class="faq-container"> <div class="faq-question"> <h3>Puis-je obtenir la Protection sup&eacute;rieure de l&rsquo;appareil pour un appareil financ&eacute; dans le cadre du Programme de paiement Fido?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer1" class="collapse"> <div class="faq-answer"> <p>Oui! Vous pouvez obtenir la Protection sup&eacute;rieure de l&rsquo;appareil pour nos appareils financ&eacute;s dans le cadre du <strong>Programme de paiement Fido</strong><sub>MC</sub>, y compris les iPhone et iPad ainsi que les t&eacute;l&eacute;phones et tablettes Android.</p> </div> </div> </div> <!--Q2--> <div class="faq-container"> <div class="faq-question"> <h3>&Agrave; quel moment puis-je ajouter la Protection sup&eacute;rieure de l&rsquo;appareil &agrave; mon compte?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer2" class="collapse"> <div class="faq-answer"> <p>Vous pouvez ajouter un programme Protection sup&eacute;rieure de l&rsquo;appareil &agrave; votre compte dans les 60 jours suivant l&rsquo;achat et l&rsquo;activation d&rsquo;un nouvel appareil ou le changement vers un nouvel appareil de Fido.</p> </div> </div> </div> <!--Q3--> <div class="faq-container"> <div class="faq-question"> <h3>Quels sont les programmes Protection sup&eacute;rieure de l&rsquo;appareil et en quoi diff&egrave;rent-ils?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer3" class="collapse"> <div class="faq-answer"> <p>On offre deux programmes Protection sup&eacute;rieure de l&rsquo;appareil :</p> <ul style="list-style: none"> <li>1. <strong>Protection sup&eacute;rieure de l&rsquo;appareil pour Apple qui comprend les services AppleCare,</strong> offert uniquement pour iPhone 5 et les mod&egrave;les plus r&eacute;cents et les iPad. </li> <li>2. <strong>Protection sup&eacute;rieure de l&rsquo;appareil pour Android,</strong> offert pour tous les t&eacute;l&eacute;phones et toutes les tablettes Android. </li> </ul> <p>Les deux programmes offrent une protection compl&egrave;te en cas de dommages accidentels, la r&eacute;paration d&rsquo;appareil &agrave; partir du jour m&ecirc;me et le remplacement si votre appareil est perdu ou vol&eacute;*. De plus, faites r&eacute;parer votre premier &eacute;cran de t&eacute;l&eacute;phone bris&eacute; sans frais, &agrave; condition que votre appareil ne pr&eacute;sente aucun autre dommage.</p> <p style="font-size: 14px;">* La protection contre la perte et le vol n&rsquo;est pas offerte au Qu&eacute;bec.</p> </div> </div> </div> <!--Q4--> <div class="faq-container"> <div class="faq-question"> <h3>&Agrave; part les frais mensuels, y a-t-il des frais suppl&eacute;mentaires pour la Protection sup&eacute;rieure de l&rsquo;appareil?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer4" class="collapse"> <div class="faq-answer"> <p>Oui. On impose des frais de traitement de r&eacute;parations et de remplacement pour les services suivants une fois votre demande de service approuv&eacute;e. Veuillez noter que vous ne pouvez pas utiliser de cartes de cr&eacute;dit pr&eacute;pay&eacute;es pour vous acquitter des frais de traitement :</p> <table style="width: 100%;" border="1" cellpadding="10"> <thead> <tr> <th style="padding: 10px;">Appareil/Programme</th> <th style="padding: 10px;">Protection sup&eacute;rieure de l&rsquo;appareil pour Apple qui comprend les services AppleCare </th> <th style="padding: 10px;">Protection sup&eacute;rieure de l&rsquo;appareil pour Android</th> </tr> </thead> <tbody> <tr> <td style="padding: 10px;">T&eacute;l&eacute;phones</td> <td style="padding: 10px;">R&eacute;paration d&rsquo;&eacute;cran : 39 $* <br /> Autre r&eacute;paration : 129 $ <br /> Remplacement en cas de perte ou de vol : 150 $ &agrave; 400 $**</td> <td style="padding: 10px;">R&eacute;paration d&rsquo;&eacute;cran : 39 $* <br /> Autres r&eacute;parations : 129 $ <br /> Remplacement en cas de perte ou de vol : 150 $ &agrave; 400 $**</td> </tr> <tr> <td style="padding: 10px;">Tablettes</td> <td style="padding: 10px;">R&eacute;paration : 49 $ <br /> Remplacements en cas de perte ou de vol : 150 $ &agrave; 400 $**</td> <td style="padding: 10px;">R&eacute;paration : 49 $* <br /> Remplacements en cas de perte ou de vol : 150 $ &agrave; 400 $**</td> </tr> </tbody> </table> <p>Pour plus de renseignements sur les frais de traitement, consultez <a href="https://www.brightstarprotect.com/fido/fr-CA/">https://www.brightstarprotect.com/fido</a>.</p> <p>* Les frais de traitement sont de 0 $ pour la premi&egrave;re r&eacute;paration de bris d&rsquo;&eacute;cran de t&eacute;l&eacute;phone ou de tablette Android dans la mesure o&ugrave; votre appareil n&rsquo;a pas subi d&rsquo;autres dommages.</p> <p>** Les frais de traitement pour le remplacement varient entre 150 $ et 400 $ selon le co&ucirc;t de l&rsquo;appareil. La protection contre la perte et le vol n&rsquo;est pas offerte au Qu&eacute;bec.</p> </div> </div> </div> <!--Q5--> <div class="faq-container"> <div class="faq-question"> <h3>Si je m&rsquo;abonne &agrave; un programme Protection sup&eacute;rieure de l&rsquo;appareil, serai-je contraint de le conserver jusqu&rsquo;&agrave; la fin de mon contrat de service sans-fil?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer5" class="collapse"> <div class="faq-answer"> <p>Pas du tout! La Protection sup&eacute;rieure de l&rsquo;appareil est offerte au mois, et elle peut &ecirc;tre annul&eacute;e sans frais en tout temps.</p> </div> </div> </div> <!--Q6--> <div class="faq-container"> <div class="faq-question"> <h3>J&rsquo;ai souscrit au programme de Protection sup&eacute;rieure de l&rsquo;appareil ou &agrave; la Protection de base de l&rsquo;appareil avant le 5 mai 2021. Est-ce que quelque chose changera pour moi?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer6" class="collapse"> <div class="faq-answer"> <p>Si vous avez souscrit au programme de Protection sup&eacute;rieure de l&rsquo;appareil ou &agrave; la Protection de base de l&rsquo;appareil avant le 5 mai 2021, il se peut que des changements aient &eacute;t&eacute; apport&eacute;s &agrave; votre couverture. Vous trouverez de plus amples renseignements au <a href="https://www.brightstarprotect.com/fido/notification-fr-CA/">www.fido.ca/nouvelles-pa.</a></p> </div> </div> </div> <h3>Fonctionnement des r&eacute;parations et des remplacements d&rsquo;appareils</h3> <!--Q7--> <div class="faq-container"> <div class="faq-question"> <h3>Comment dois-je proc&eacute;der pour soumettre une demande de service? Y a-t-il une limite quant au nombre de fois o&ugrave; je peux faire r&eacute;parer ou remplacer mon appareil?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer7" class="collapse"> <div class="faq-answer"> <p>Il est facile de soumettre une demande de service en ligne avec notre guide pratique.</p> <p>Cependant, il y a certaines limites quant au nombre de fois o&ugrave; vous pouvez faire r&eacute;parer ou remplacer votre appareil :</p> <ul> <li><strong>Pour iPhone et iPad :</strong> Vous pouvez pr&eacute;senter jusqu&rsquo;&agrave; 3 demandes de service pour votre appareil prot&eacute;g&eacute; au cours d&rsquo;une p&eacute;riode de 12 mois cons&eacute;cutifs, dont 2 r&eacute;parations en cas de dommages accidentels dus &agrave; la manipulation et un remplacement en cas de perte ou de vol*. Une fois cette limite atteinte, vous pourrez tout de m&ecirc;me soumettre des demandes de service pour d&eacute;fectuosit&eacute;s. </li> <li><strong>Pour les t&eacute;l&eacute;phones et tablettes Android :</strong> Vous pouvez pr&eacute;senter jusqu&rsquo;&agrave; 3 demandes de service pour votre appareil prot&eacute;g&eacute; au cours d&rsquo;une p&eacute;riode de 12 mois cons&eacute;cutifs, dont 2 r&eacute;parations en cas de dommages accidentels dus &agrave; la manipulation ou de d&eacute;fectuosit&eacute;s non couvertes par la garantie, ainsi qu&rsquo;un remplacement en cas de perte ou de vol*. Une fois cette limite atteinte, votre Protection sup&eacute;rieure de l&rsquo;appareil sera annul&eacute;e, et vous n&rsquo;aurez plus de frais &agrave; payer. </li> </ul> <p>* La protection contre la perte et le vol n&rsquo;est pas offerte au Qu&eacute;bec.</p> </div> </div> </div> <!--Q8--> <div class="faq-container"> <div class="faq-question"> <h3>Si mon appareil est remplac&eacute; ou r&eacute;par&eacute;, la Protection sup&eacute;rieure de l&rsquo;appareil s&rsquo;appliquera-t-elle &agrave; mon nouvel appareil?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer8" class="collapse"> <div class="faq-answer"> <p>Oui. Votre appareil de remplacement ou r&eacute;par&eacute;* demeure prot&eacute;g&eacute; tant que vous &ecirc;tes inscrit au programme Protection sup&eacute;rieure de l&rsquo;appareil.</p> <p>* La protection contre la perte et le vol n&rsquo;est pas offerte au Qu&eacute;bec.</p> </div> </div> </div> <!--Q9--> <div class="faq-container"> <div class="faq-question"> <h3>Combien de temps faut-il attendre pour obtenir un appareil de remplacement ou r&eacute;par&eacute;?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer9" class="collapse"> <div class="faq-answer"> <p>La plupart des r&eacute;parations peuvent &ecirc;tre effectu&eacute;es le jour m&ecirc;me, et vous pouvez recevoir un appareil de remplacement d&egrave;s le lendemain</p> </div> </div> </div> <!--Q10--> <div class="faq-container"> <div class="faq-question"> <h3>Si je dois obtenir un appareil de remplacement, sera-t-il de la m&ecirc;me marque et du m&ecirc;me mod&egrave;le que celui que je poss&eacute;dais? S&rsquo;agira-t-il d&rsquo;un appareil neuf ou remis &agrave; neuf?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer10" class="collapse"> <div class="faq-answer"> <p>Votre appareil sera remplac&eacute; par un autre du m&ecirc;me genre et de m&ecirc;me qualit&eacute;, et dot&eacute; de caract&eacute;ristiques et de fonctionnalit&eacute;s comparables. Les appareils de remplacement sont neufs ou remis &agrave; neuf &agrave; la discr&eacute;tion des responsables du programme et selon la disponibilit&eacute;.</p> <p>Nos appareils de remplacement Android sont assortis d&rsquo;une garantie de un an, et nos appareils de remplacement Apple sont assortis d&rsquo;une garantie continue tant que vous demeurez inscrit &agrave; un programme Protection sup&eacute;rieure de l&rsquo;appareil.</p> </div> </div> </div> <!--Q11--> <div class="faq-container"> <div class="faq-question"> <h3>Si la d&eacute;fectuosit&eacute; de mon appareil survient pendant la p&eacute;riode de garantie initiale, dois-je faire une demande de service aupr&egrave;s de Fido ou communiquer directement avec le fabricant?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer11" class="collapse"> <div class="faq-answer"> <p><strong>Appareils Apple :</strong> Si une d&eacute;fectuosit&eacute; survient pendant que vous &ecirc;tes inscrit &agrave; la Protection sup&eacute;rieure de l&rsquo;appareil ou si votre appareil est perdu, vol&eacute;* ou endommag&eacute; pendant cette p&eacute;riode, vous devez soumettre une demande de service pour votre appareil &agrave; <a href="https://www.brightstarprotect.com/fido/fr-CA/">https://www.brightstarprotect.com/fido</a> ou composer le <a href="tel:1-866-327-3399">1-866-327-3399</a>.</p> <p><strong>Pour les appareils Android :</strong> Si une d&eacute;fectuosit&eacute; survient au cours de l&rsquo;ann&eacute;e qui suit l&rsquo;achat, veuillez communiquer avec nous, et on vous aidera &agrave; trouver des options de r&eacute;paration ou de remplacement couvertes par votre garantie. Cependant, si votre appareil a &eacute;t&eacute; perdu, vol&eacute;* ou endommag&eacute; apr&egrave;s la p&eacute;riode de garantie initiale ou si vous &ecirc;tes inscrit &agrave; la Protection sup&eacute;rieure de l&rsquo;appareil, vous devez soumettre une demande de service pour votre appareil &agrave; <a href="https://www.brightstarprotect.com/fido/fr-CA/">https://www.brightstarprotect.com/fido</a> ou composer le <a href="tel: 1-866-327-3399">1-866-327-3399</a>.</p> <p>* La protection contre la perte et le vol n&rsquo;est pas offerte au Qu&eacute;bec.</p> </div> </div> </div> <!--Q12--> <div class="faq-container"> <div class="faq-question"> <h3>Mon appareil a &eacute;t&eacute; perdu, vol&eacute;, endommag&eacute; ou a commenc&eacute; &agrave; mal fonctionner apr&egrave;s la p&eacute;riode de garantie du fabricant. &Agrave; quel moment dois-je envoyer ma demande de service?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer12" class="collapse"> <div class="faq-answer"> <p>Si vous avez la Protection sup&eacute;rieure de l&rsquo;appareil, vous devez soumettre une demande de service d&egrave;s qu&rsquo;un incident survient afin de pouvoir r&eacute;utiliser votre service le plus rapidement possible.</p> <p>Remarque : La protection contre la perte et le vol n&rsquo;est pas offerte au Qu&eacute;bec.</p> </div> </div> </div> <!--Q13--> <div class="faq-container"> <div class="faq-question"> <h3>Si j&rsquo;ai la Protection sup&eacute;rieure de l&rsquo;appareil et que je change d&rsquo;appareil, la protection s&rsquo;appliquera-t-elle &agrave; mon nouvel ou &agrave; mon ancien appareil?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer13" class="collapse"> <div class="faq-answer"> <p>Si vous avez d&eacute;j&agrave; la Protection sup&eacute;rieure de l&rsquo;appareil et que vous obtenez un nouvel appareil ou ajoutez une ligne par l&rsquo;interm&eacute;diaire de Fido, indiquez que vous voulez que votre protection se poursuive, et le nouvel appareil sera prot&eacute;g&eacute;.</p> <p>Cependant, si vous changez d&rsquo;appareil d&rsquo;une autre fa&ccedil;on (par exemple, en pla&ccedil;ant simplement votre carte SIM dans un nouveau t&eacute;l&eacute;phone achet&eacute; aupr&egrave;s d&rsquo;une tierce partie), vous devrez annuler la Protection sup&eacute;rieure de l&rsquo;appareil de votre ancien appareil et inscrire votre nouvel appareil.</p> <p>Si vous obtenez un appareil de remplacement dans le cadre de la Protection sup&eacute;rieure de l&rsquo;appareil, votre appareil remplac&eacute; sera prot&eacute;g&eacute;.</p> </div> </div> </div> <!--Q14--> <div class="faq-container"> <div class="faq-question"> <h3>Y a-t-il des conditions li&eacute;es &agrave; la r&eacute;paration sans frais du premier &eacute;cran de t&eacute;l&eacute;phone bris&eacute;?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer14" class="collapse"> <div class="faq-answer"> <p>Vous profiterez d&rsquo;une premi&egrave;re r&eacute;paration sans frais en cas de bris d&rsquo;&eacute;cran de t&eacute;l&eacute;phone, &agrave; la condition que votre t&eacute;l&eacute;phone ne pr&eacute;sente aucun autre dommage. Apr&egrave;s le premier bris d&rsquo;&eacute;cran de t&eacute;l&eacute;phone, tous les autres bris d&rsquo;&eacute;cran entra&icirc;neront des frais de traitement de 39 $. Si votre appareil pr&eacute;sente d&rsquo;autres dommages en plus d&rsquo;un &eacute;cran bris&eacute;, les frais de traitement s&rsquo;&eacute;l&egrave;veront &agrave; 129 $.</p> </div> </div> </div> <!--Q15--> <div class="faq-container"> <div class="faq-question"> <h3>Quelles sont les options pour la r&eacute;paration de mon appareil?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer15" class="collapse"> <div class="faq-answer"> <p>Une fois que vous avez fait une demande de r&eacute;paration, vous pouvez choisir parmi les options suivantes :</p> <ul> <li><strong>Envoi par la poste :</strong> Vous pouvez envoyer votre appareil par la poste afin de le faire r&eacute;parer. </li> <li><strong>En personne :</strong> Vous pouvez vous rendre &agrave; un centre de r&eacute;paration d&eacute;sign&eacute; dans votre r&eacute;gion*. </li> <li><strong>Visite d&rsquo;un technicien sur place :</strong> Vous pouvez planifier un rendez-vous avec un technicien qui se rendra &agrave; l&rsquo;emplacement de votre choix*, **. </li> </ul> <p>* Nos options pour la visite en personne et la visite d&rsquo;un technicien sur place d&eacute;pendent de votre appareil, de votre emplacement et du type de dommage. Des options vous seront pr&eacute;sent&eacute;es lorsque vous soumettrez votre demande de service.</p> <p>** La visite d&rsquo;un technicien sur place est actuellement seulement offerte pour les appareils Android. Vos options pour la r&eacute;paration d&eacute;pendent de votre appareil, de votre emplacement et du type de dommage. Des options vous seront pr&eacute;sent&eacute;es lorsque vous soumettrez votre demande de service.</p> </div> </div> </div> protection d'appareil, device protection protection supérieure d'appareil réparation téléphone réprarer téléphone réparation écran réparation 6LfFoRATAAAAAF4k8pYifmzO12cKXzERsY-nUGdh

What you need to know about Premium Device Protection

Premium Device ProtectionTM gives you peace of mind by offering comprehensive protection for a low monthly fee in case your device is damaged, malfunctioning, or lost/stolen*. Plus, your first broken phone screen is repaired on us!

Here are all the details about how Premium Device Protection from Fido works.

* Loss/theft protection is not available in Quebec.

The basics about Premium Device Protection

Can I get Premium Device Protection plans with devices on the Fido Payment Program?

Yes! You can get Premium Device Protection plans for our devices financed through the Fido Payment ProgramTM, including iPhones, iPads, and Android phones and tablets.

When can I add a Premium Device Protection plan to my account?

You can add Premium Device Protection plans to your account within 60 days of purchasing and activating a new device or upgrading to a new Fido device.

What Premium Device Protection plans do you have, and how do they differ?

We offer two Premium Device Protection plans:

  • 1. Premium Device Protection for Apple featuring AppleCare Services, which is available only for iPhone 5 or later and iPad.
  • 2. Premium Device Protection for Android, which is available for all Android phones and tablets.

Both plans offer comprehensive protection for accidental damage, device repair as soon as the same day, and replacement if your device is lost or stolen.* Plus, your first broken phone screen is repaired on us as long as there’s no other damage to your device!

* Loss/theft protection is not available in Quebec.

Are there any additional fees for my Premium Device Protection plan outside of the monthly fee?

Yes. We apply repair and replacement processing fees for the following services once your service request is approved. Please note that you can’t use prepaid credit cards to pay any processing fees:

Device/Plan Premium Device Protection for Apple featuring AppleCare Services Premium Device Protection for Android
Phones Screen repair: $39*
Other repair: $129
Replacement for loss/theft: $150 – $400**
Screen repair: $39*
Other repairs: $129
Replacement for loss/theft: $150 – $400**
Tablets Repair: $49
Replacements for loss/theft: $150 – $400**
Repair: $49*
Replacements for loss/theft: $150 – $400**

For more details about our processing fees, please visit https://www.brightstarprotect.com/fido

* The processing fee is $0 on your first phone or Android tablet screen-break repair as long as there is no other damage to your phone.

** Replacement processing fees vary between $150 – $400 depending on your device cost. Loss/theft protection not available in Quebec.

If I sign up for a Premium Device Protection plan, am I “locked in” until the end of my wireless contract?

Not at all! Our Premium Device Protection plans are offered on a month-to-month basis, and you can cancel at any time without cancellation fees.

I enrolled in a Premium Device Protection or Device Protection Lite plan before May 5, 2021. Is anything changing for me?

If you signed up for Premium Device Protection or Device Protection Lite before May 5, 2021, there may be some changes to your protection. Please visit www.fido.ca/dp-updates for further details.

How device repairs and replacements work

How do I submit a service request? Is there a limit to the number of times I can get my device repaired or replaced?

Submitting a service request online is easy with our how-to guide.

However, there are some limits on how many times you can get your device repaired or replaced:

  • For iPhone and iPad: You can get up to get up to 3 fulfilled service requests for your protected device in a rolling 12-month period, including up to 2 repairs for accidental damage from handling and 1 replacement for loss or theft.* Once you reach this limit, you can still submit service requests for malfunctions after this point.
  • For Android phones and tablets: You can get up to 3 fulfilled service requests for your protected device in a rolling 12-month period, including up to 2 repairs for accidental damage from handling and/or out-of-warranty malfunction and 1 replacement for loss or theft.* Once you reach this limit, your Premium Device Protection will be cancelled and you will no longer be charged.

* Loss/theft protection is not available in Quebec.

If my device is replaced or repaired, will Premium Device Protection still apply to my updated device?

Yes. Your replaced or repaired device* is still protected as long as you are enrolled in the Premium Device Protection plan.

* Loss/theft protection is not available in Quebec.

How long does it take to get a repair or replacement device?

Most repairs can be done the same day and you can receive a replacement device as early as the next day.

If I need to get a replacement device, will it be the same make and model as my original? Will it be brand new or refurbished?

Your device will be replaced with one of like kind and quality with comparable features and functionality to your original device. Replacement devices are new or refurbished at the program’s discretion and depend on what we have available.

Our Android replacements come with a 1-year warranty and our Apple replacements come with an ongoing warranty for as long as you remain enrolled in a Premium Device Protection plan.

If my device malfunctions within the original warranty period, should I file a service request through Fido or contact the manufacturer directly?

For Apple devices: If your device malfunctions at any time during your enrollment in Premium Device Protection, or if your device is lost/stolen* or damaged while you have a Premium Device Protection plan, you should file a service request for your device at https://www.brightstarprotect.com/fido or call 1-866-327-3399.

For Android devices: If your device malfunctions within a year of purchase, please contact us and we can help with finding repair or replacement options covered by your warranty. However, if your device was lost/stolen* or damaged outside of the original warranty period and you are enrolled in Premium Device Protection, you should file a service request for your device at https://www.brightstarprotect.com/fido or call 1-866-327-3399.

* Loss/theft protection is not available in Quebec.

My device was lost, stolen, damaged, or has started malfunctioning outside of the manufacturer’s warranty period. When should I file my service request?

If you have a Premium Device Protection plan, you should file a service request as soon as something happens to your device so that you can get reconnected as soon as possible.

Note: Loss/theft protection is not available in Quebec.

If I have Premium Device Protection and upgrade my device, will the protection apply to my new device or my old one?

If you already have Premium Device Protection and get a new device or add a line through Fido, confirm that you want your protection to continue and the new device will be protected.

However, if you switch devices in a different way (such as just putting your SIM card into a new phone you bought from a third party), you will have to cancel Premium Device Protection on your old device and enroll your new device.

If you replace a device through Premium Device Protection, your replaced device will be protected.

Are there any conditions surrounding getting the first broken phone screen repaired at no extra cost?

You’ll get your first broken phone screen repaired at no extra cost as long as there’s no other damage to your phone. After your first broken phone screen, all other broken phone screen repairs will incur a processing fee of $39. If your phone has any other damage in addition to a broken screen, the processing fee will be $129.

What repair options are available for my device?

Once you’ve started a service request, you can choose from the following options to repair your device:

  • Mail-in: You can mail your device in for repair.
  • Walk-in: You can visit a designated repair location in your area.*
  • Mobile technician visit: You can schedule an appointment with a mobile technician to visit you at your location.*, **

* Our walk-in and mobile technician visit options are dependent on your device, your location and the type of damage. Your options will be presented to you when you submit your service request.

* Mobile technician visits are currently available only for Android devices. Your repair options are dependent on your device, your location and the type of damage. Your options will be presented to you when you submit your service request.