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com.rogers.livesite.controller.form.EmailArticleFormController sendEmailArticle fido/content on false false component.support.content.article. [Cookie] = [dtCookie==3=srv=16=sn=97F4E04499E6DFFDFD2894FF663C002E=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/repair-faq] [Connection] = [Keep-Alive] [Host] = [www.fido.ca] [Pragma] = [no-cache] [Accept-Encoding] = [gzip] [X-WebLogic-Force-JVMID] = [37520967] [True-Client-IP] = [35.175.113.29] [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;16;590475148;79842395;7;-1151093806;516] [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] = [35.175.113.29, 23.36.2.93] [X-dynaTrace-Application] = [1%3B1%3B02988af77a4c58f7] [X-Forwarded-For] = [35.175.113.29, 23.36.2.93] [X-dynaTrace-RequestState] = [agentId=0x2331ef8c&pathDepth=1] [Accept-Language] = [en-US,en;q=0.5] [X-ruxit-Apache-ServerNamePorts] = [www.fido.ca:8443] content repair-faq on =3=srv=16=sn=97F4E04499E6DFFDFD2894FF663C002E=perc=100000=ol=0=mul=1 /default/main/internet/fido/WORKAREA/common en_US jx29e33u 2019-10-16 13:08:38 true site/support jx29e33u templatedata/site/support/data/mobile/repair-faq 1580313013 2020-01-30 15:34:44 /default/main/internet/fido/STAGING /default/main/internet/fido repair-faq 1580312677056 2020-01-30 15:34:44 /default/main/internet/fido/WORKAREA/common/templatedata/site/support/data/mobile/repair-faq templatedata/site/support/data/mobile/repair-faq 1 true repair-faq ab, bc, mb, nb, nl, ns, nt, nu, on, pe, qc, sk, yt en, fr Mobile ChangesPlanUsage customer faqs HardwareDeliveryManagement HardwareReturnExchange 1571245257174 Phone Repair & Courtesy Phones - Fido Problems with your cell phone? Learn more about the Fido Repair program — including loaner phones, quick walk-in repairs, and on-device diagnostics. Phone Repair & Courtesy Phones - Fido Support <p>From on-device diagnostics to courtesy phones, the Fido Repair Program helps you stay connected if something unexpected happens to your device.</p> <p>&nbsp;</p> <p><strong>With the Fido Repair Program, you'll get:</strong></p> <p>&nbsp;</p> <ul> <li><strong>Speedy walk-in repairs:</strong> Samsung, LG, Huawei and Google devices can be repaired in hours, not days, withour walk-in service at select locations.</li> <li><strong>Real-time tracking:</strong>&nbsp; Keep track of the progress of your repair 24/7.&nbsp; We'll also send you notifications to ensure you can monitor your device repair every step of the way.</li> <li><strong>Constant connectivity:</strong>&nbsp; Access to a courtesy phone, so you can stay connected while your device is under repair.</li> <li><strong>Device Toolbox:</strong>&nbsp; On-device diagnostics and helpful information to prevent or resolve many common issues.</li> </ul> <div><br /></div> <div><strong>I have a problem with my device.&nbsp; Where do I begin?</strong></div> <div><br /></div> <div> <table border="1"> <tbody> <tr> <td style="padding: 15px;"><strong>Device</strong></td> <td style="padding: 15px;"><strong>What to do next</strong></td> <td style="padding: 15px;"><strong>What to expect</strong></td> </tr> <tr> <td style="padding: 15px;">&nbsp;Smartphones</td> <td style="padding: 15px;"> <p>Start with the <strong>Device Toolbox:</strong> the online troubleshooting and repair process within the <a title="Using My Account Mobile App" href="https://www.fido.ca/consumer/content/using-My-Account-mobile-app" target="_blank">Fido My Account App</a></p> <p>Additionally, we also offer a <a title="Repair Portal" href="https://www.fido.ca/pages/?icid=tl-ppmbctx-rmpd-fcwrls-1022197#/myaccount/repair-claim">Repair Portal</a> where you can initiate and track your repair.</p> <p>You can also reach out to our technical support experts or visit your local <a title="Store Locator" href="https://www.fido.ca/consumer/storelocator" target="_blank">Fido store</a></p> <p>Your proof of purchase or receipt may be required to verifiy warranty eligibility.&nbsp;</p> </td> <td style="padding: 15px;"> <p>A diagnostic test will be performed to assess the condition of the device and battery.&nbsp;</p> <p>Common issues may be resolved with with helpful tips</p> <p>Based on your device model and warranty eligibility, you'll receive recommendations or solutions</p> <p>Defective device? You'll receive instructions to submit for repair:</p> <p><strong>Walk-in repair:</strong>&nbsp; typically takes a few hours in a select location.</p> <p><strong>Mail-in repair:</strong>&nbsp; Mail-in from your location or from a store.&nbsp; Repairs typically take 1-2 weeks.</p> </td> </tr> <tr> <td style="padding: 15px;">Tablets, Rocket Sticks, Hubs, And Wireless Home Phones</td> <td style="padding: 15px;"><a title="Contact Us" href="https://www.fido.ca/contactus" target="_blank">Contact</a> customer service</td> <td style="padding: 15px;"> <p>Troubleshooting</p> <p>Based on your device model and warranty eligibility, you'll receive recommendations or solutions.</p> <p>If defective, the device will be replaced under warranty with a <a title="Certified Pre-Owned Devices" href="https://www.fido.ca/consumer/content/certified-pre-owned" target="_blank">certified pre-owned</a> unit.</p> <p>&nbsp;</p> </td> </tr> </tbody> </table> </div> <div><br /></div> <div><strong>Keep in mind, before starting a repair you should:</strong></div> <div> <ul> <li>Backup all personal data.&nbsp; All data will be erased during the repair process.</li> <li>Erase your data to help protect it.</li> <li>Remove all security locks and passcodes.</li> <li>Remove the SIM card and all accessories (e.g. phone case, memory card) as they will not be returned and a credit will not be issued for these items.</li> <li>Check your email regularly or go online for updates.</li> <li>During the repair, you are still responsible for all monthly service fees.&nbsp; We offer courtesy phones to help you stay connected while your device is under repair.</li> </ul> </div> <div><br /></div> <div><strong>How does Device Toolbox work?</strong></div> <div><br /></div> <div>Our on-device diagnostics will run a series of tests and offer helpful information to prevent or resolve many common issues.</div> <div><br /></div> <div>If you're troubleshooting with our Technical Support experts, you can opt in an dallow them to view specific information about your device:</div> <div> <ul> <li>Battery</li> <li>Storage</li> <li>Connectivity</li> <li>Data</li> <li>Service</li> </ul> </div> <div><br /></div> <div><strong>How does the on-device diagnostic affect my privacy?</strong></div> <div><br /></div> <div>Your privacy is of paramount concern to us: no photos, media, contacts or other information will be shared.&nbsp; Please visit our <a title="Privacy Policy" href="https://www.fido.ca/consumer/terms/privacy-policy" target="_blank">Fido Privacy Policy</a> for more information.</div> <div><br /></div> <div><strong>How do I get started with the Device Toolbox?</strong></div> <div><br /></div> <div>To get started, download the <a title="Using Fido My Account Mobile App" href="https://www.fido.ca/consumer/content/using-My-Account-mobile-app" target="_blank">Fido My Account App</a> to your device via the App Store or Google Play Store and follow the steps.</div> <div><br /></div> <div><br /></div> <div><strong>My device doesn't show up in the list, how do I get it serviced?</strong></div> <div><br /></div> <div>The repair program supports devices purchased and activated on the Fido network.&nbsp; If your device is not listed above, <a title="Contact Us" href="https://www.fido.ca/contactus" target="_blank">contact us</a> and provide the agent with your device's IMEI so we can activate it on your wireless account.</div> <div><br /></div> <div><br /></div> <div><strong>How does the walk-in repair option work?</strong></div> <div><br /></div> <div> <ul> <li>If you go through the repair process online or through technical support, and the issue cannot be resolved through troubleshooting, you can get a referral to a walk-in repair location that's convenient for you. <ul> <li>The repair typically takes a few hours.</li> <li>You can access a courtesy phone from a nearby <a title="Store Locator" href="https://www.fido.ca/consumer/storelocator" target="_blank">Fido store</a> should you need a loaner device while yours is being repaired.</li> </ul> </li> </ul> <ul> <li>Once received, the walk-in repair specialists will inspect the device. <ul> <li>If the device is under warranty, they will complete the repair at no charge.</li> <li>If out of warranty, we will contact you with the repair quote for you to accept or reject the charges.</li> <li>An estimate fee still applies if the repair charges are rejected.</li> </ul> </li> </ul> </div> <div> <ul> <li>After the repair is completed, you'll receive an email notification to pick up your device.</li> </ul> </div> <div><br /></div> <div><br /></div> <div><strong>How does the mail in repair option work?</strong></div> <div><br /></div> <div> <ul> <li>If you go through the repair process online or through technical support, and the issue cannot be resolved through troubleshooting, you will receive a shipping waybill and instructions on how to send in your device for repair.&nbsp; Alternatively, you can take it to a store to have it processed and mailed to the repair facility. <ul> <li>The process usually takes 1-2 weeks.</li> <li>A courtesy phone can be shipped to you should you need a device to use in the meantime.</li> <li>If your dropped off your defective device at a Fido store, you can also pick up a courtesy phone from there depending on availability.</li> </ul> </li> </ul> <div> <ul> <li>Once received, the repair facility will inspect the device. <ul> <li>If the device is under warranty, they will complete the repair at no charge.</li> <li>If our of warranty, we will contact you with the repair quote for you to accept or reject the charges.</li> <li>An estimate fee still applies if the repair charges are rejected.</li> </ul> </li> </ul> <div> <ul> <li>After the repair is completed, the device will be returned directly to you or to the drop-off location, depending on where it was sent. </li> </ul> </div> <div><br /></div> <div><strong>How do I track my repair and stay notified?</strong></div> </div> <div><br /></div> <div>You can initiate and track your repair via the <a title="Repair Portal" href="https://www.fido.ca/pages/?icid=tl-supmbctx-rmpd-fcwrls-1022199#/myaccount/repair-claim " target="_blank">Repair Portal</a>, at a <a title="Store Locator" href="https://www.fido.ca/consumer/storelocator" target="_blank">Fido Store</a>, or by <a title="Contact Us" href="https://www.fido.ca/contactus" target="_blank">contacting</a> customer service.</div> <div><br /></div> <div>When starting the repair, make sure your enter the correct contact information so you can receive status notifications.<br /></div> </div> <div><br /></div> <div><br /></div> <div><strong>How do I return my courtesy phone?</strong></div> <div><br /></div> <div>Please return the courtesy phone to the <a title="Store Locator" href="https://www.fido.ca/consumer/storelocator" target="_blank">Fido Store</a> from where you received it.&nbsp; If it had been shipped directly to you, please return it using the same kit.&nbsp; If the courtesy phone is not returned within 14 days of receiving your repaired device, a Non-Return Fee will apply.</div> <div><br /></div> <div><br /></div> <div><strong>What are the costs associated with a repair?</strong></div> <div><br /></div> <div><br /></div> <div>An in-warranty repair is free.</div> <div><br /></div> <div>However, costs may be incurred for the following:</div> <div><br /></div> <div> <ul> <li>If the device is out of warranty: <ul> <li>A Repair Estimate Fee will apply.</li> <li>If your choose to accept the repair quote, the repair fee will be charged and the Repair Estimate Fee will not apply in this case.</li> </ul> </li> <li>If the courtesy phone has been returned in a locked, unusable state or damaged by physical impact, submersion or unauthorized software modifications, then a fee will apply.</li> <li>If the courtesy phone is lost or stolen, a Non-Return Fee will apply. Courtesy phones must be returned within 14 days of receiving your repaired device.</li> <li>A deposit may be required for prepaid and Credit Limit Monitoring (CLM) customers.</li> </ul> <div><a title="Device Warranty" href="https://www.fido.ca/consumer/content/device-warranty" target="_blank"><br /></a></div> <a title="Device Warranty" href="https://www.fido.ca/consumer/content/device-warranty" target="_blank"> </a> <div><a title="Device Warranty" href="https://www.fido.ca/consumer/content/device-warranty" target="_blank">About the Warranty</a></div> <div><br /></div> <div><strong>What warranty comes with my phone?&nbsp; How do I know my phone is still under warranty?</strong></div> <div><br /></div> <div><strong>New Devices</strong></div> <div>Warranties vary by manufacturer but most are supported for a period of up to twelve (12) months from the original date of purchase provided that products are free from workmanship or material defect caused by misuse.</div> <div><br /></div> <div><strong>Certified Pre-Owned Devices</strong></div> <div>Refer to the certified pre-owned page for warranty information.</div> <div><br /></div> <div>If the device is experiencing an issue within the first 15 days of purchase, simply contact the place of purchase for troubleshooting.&nbsp; If the device is defective, you may be eligible for a replacement.</div> <div><br /></div> <div>Check your warranty status</div> <div><br /></div> <div><strong>What is covered by the warranty?</strong></div> <div><br /></div> <div>Ultimately, warranty eligibility is determined by the manufacturer based on their assessment.</div> <div><br /></div> <div>A device is typically considered out of warranty if any one of the following conditions are met:</div> <div> <ul> <li>Device was purchased beyond the warranty period (i.e. the warranty is 12 months and the device was purchased 15 months ago)</li> <li>The device was subject to damage from physical impact or submersion.</li> <li>Unauthorized software modifications such as rooting have been made to the device.</li> </ul> </div> <div><br /></div> <div><strong>What should I do if I have an out-of-warranty or damaged phone?</strong></div> <div><br /></div> <div>Even if your phone is not covered by the manufacturer's warranty, you can still send it in for repair.&nbsp; An estimate fee will apply and a quote to complete the repair will be provided to you.&nbsp; If you choose to accept the quote and proceed with the repair, the estimate fee will not be charged, only the repair charge will apply.</div> <div><br /></div> <div><strong>Related Articles:</strong></div> <div><br /></div> <div><a title="Device Protection and Apple Care FAQ" href="https://www.fido.ca/consumer/content/device-protection">Learn about Device Protection and Apple Care for added protection</a></div> <div><br /></div> <div><br /></div> </div> <div><br /></div> <div><br /></div> device repair phone repair repair program Réparation des téléphones et téléphones de prêt | Soutien Fido Problèmes avec votre téléphone cellulaire? Tout sur le Programme de réparation de Fido – téléphones prêtés, réparations sur place et diagnostics sur appareil. Réparation des téléphones et téléphones de prêt – Fido <p>Qu'il s'agisse de diagnostics sur l'appareil ou de t&eacute;l&eacute;phones de pr&ecirc;t, le Programme de r&eacute;paration de Fido vous aide &agrave; garder le contact si votre appareil subit un probl&egrave;me impr&eacute;vu.</p> <p>&nbsp;</p> <p><strong>Gr&acirc;ce au programme de r&eacute;paration de Fido, vous obtiendrez: <br /></strong></p> <p>&nbsp;</p> <ul> <li><strong>La r&eacute;paration rapide, en personne :</strong> Les appareils Samsung, LG, Huawei et Google peuvent &ecirc;tre r&eacute;par&eacute;s en quelques heures, et non en quelques jours, gr&acirc;ce &agrave; notre service sur place dans certains magasins.</li> <li><strong>La suivi en temps r&eacute;el :</strong> Faites le suivi des progr&egrave;s de votre r&eacute;paration, 24 heures sur 24, sept jours sur sept.&nbsp; De plus, nous vous enverrons des avis pour que vous puissez suivre la r&eacute;paration de votre appareil &agrave; chaque &eacute;tape du processus.</li> <li><strong>Une connectivit&eacute; sans interruption : </strong>Acc&egrave;s &agrave; un t&eacute;l&eacute;phone de pr&ecirc;t, pour garder le contact pendant la r&eacute;paration de votre appareil.</li> <li><strong>La bo&icirc;te &agrave; outils : </strong>Des diagnostics sur l'appareil et de l'information utile pour pr&eacute;venir ou r&eacute;soudre de nombreux probl&egrave;mes courants.</li> </ul> <div><br /></div> <div><strong>J'ai un probl&egrave;me avec mon appareil.&nbsp; Par o&ugrave; commencer?</strong></div> <div><br /></div> <div> <table border="1"> <tbody> <tr> <td style="padding: 15px;"><strong>Appareil</strong><br /></td> <td style="padding: 15px;"><strong>Que faire ensuite<br /></strong></td> <td style="padding: 15px;"><strong>&Agrave; quoi s'attendre<br /></strong></td> </tr> <tr> <td style="padding: 15px;">&nbsp;T&eacute;l&eacute;phones intelligents<br /></td> <td style="padding: 15px;"> <p>Commencez par la <strong>Bo&icirc;te &agrave; outils :</strong> le processus de d&eacute;pannage et de r&eacute;paration en ligne de <a title="l'application Mon Compte de Fido" href="https://www.fido.ca/consumer/content/using-My-Account-mobile-app?setLanguage=fr" target="_blank">l'application Mon Compte de Fido <br /></a></p> <p>Au besoin, nous offrons un <a title="Repair Portal" href="https://www.fido.ca/pages/?icid=tl-ppmbctx-rmpd-fcwrls-1022197#/myaccount/repair-claim">Portail de r&eacute;paration</a> o&ugrave; vous pouvez demander une r&eacute;paration et en faire le suivi.</p> <p>Vous pouvez &eacute;galement communiquer avec nos experts du soutien technique ou visiter votre <a title="magasin fido" href="https://www.fido.ca/consumer/storelocator?setLanguage=fr" target="_blank">magasin Fido local<br /></a></p> <p>Votre preuve d'achat ou votre re&ccedil;u peuvent &ecirc;tre exigibles pour v&eacute;rifier votre admissibilit&eacute; &agrave; la garantie.</p> </td> <td style="padding: 15px;"> <p>Un test diagnostic sera effectu&eacute; pour &eacute;valuer l'&eacute;tat de l'appareil et de la pile.</p> <p>Les probl&egrave;mes courants peuvent &ecirc;tre r&eacute;gl&eacute;s au moyen de conseils utiles.</p> <p>Selon le mod&egrave;le de l'appareil et son admissibilit&eacute; &agrave; la garantie, des recommandations ou des solutions vous seront propos&eacute;es.</p> <p>L'appareil est d&eacute;fecteux? Vous recevrez des instructions relatives &agrave; la soumission pour r&eacute;paration :</p> <p><strong>R&eacute;paration sur place : </strong>Habituellement en quelques heures, dans certains magasins.</p> <p><strong>R&eacute;paration par la poste :</strong>&nbsp; L'envoi par la poste &agrave; partir de votre emplacement ou d'un magasin.&nbsp; La dur&eacute;e de la r&eacute;paration est habituellement d'une semaine ou deux.</p> </td> </tr> <tr> <td style="padding: 15px;">Tablettes, cl&eacute;s Internet, Centrales et t&eacute;l&eacute;phones sans fils r&eacute;sidentiels</td> <td style="padding: 15px;"><a title="contactez-nous" href="https://www.fido.ca/contactus?setLanguage=fr" target="_blank">Communiquer</a> avec la service &agrave; la client&egrave;le</td> <td style="padding: 15px;"> <p>D&eacute;pannage</p> <p>Selon le mod&egrave;le de l'appareil et son admissibilit&eacute; &agrave; la garantie, des recommendations ou des solutions vous seront propos&eacute;es.</p> <p>Si l'appareil est d&eacute;fectueux, il sera remplac&eacute; sous garantie par un <a title="appareils d'occasion certifi&eacute;" href="https://www.fido.ca/consumer/content/certified-pre-owned?setLanguage=fr" target="_blank">appareil d'occasion certifi&eacute;</a>.</p> <p>&nbsp;</p> </td> </tr> </tbody> </table> </div> <div><br /></div> <div><strong>N'oubliez pas que, avant de commencer une r&eacute;paration, vous devez avoir effectu&eacute; ce qui suit :</strong></div> <div> <ul> <li>Sauvegarder toutes les donn&eacute;es personnelles.&nbsp; Toutes les donn&eacute;es seront effac&eacute;es pendant le processus de r&eacute;paration.</li> <li>Supprimer vos donn&eacute;es &agrave; des fins de protection.</li> <li>Retirer tous les verrous de s&eacute;curit&eacute; et les mots de passe.&nbsp; </li> <li>Retirer la carte SIM et tous les accessoires (p. ex. &eacute;tui de t&eacute;l&eacute;phone, carte m&eacute;moire), car ils ne seront pas retourn&eacute;s et aucun cr&eacute;dit sera accord&eacute; pour ces articles. </li> <li>Consulter vous courriels r&eacute;guli&egrave;rement ou v&eacute;rifier les mises &agrave; jour en ligne.</li> <li>Pendant la r&eacute;paration, vous serez quand m&ecirc;me responsable du paiement des frais mensuels.&nbsp; Nous offrons des t&eacute;l&eacute;phones de pr&ecirc;t pour vous aider &agrave; garder le contact pendant la r&eacute;paration de votre appareil.</li> </ul> </div> <div><br /></div> <div><strong>Comment fonctionne la Bo&icirc;te &agrave; outils? <br /></strong></div> <div><br /></div> <div>Nos diagnostics sur appareil ex&eacute;cutent une s&eacute;rie de tests et offrent ensuite de l'information utile pour pr&eacute;venir ou r&eacute;soudre de nombreux probl&egrave;mes courrants. <br /></div> <div><br /></div> <div>Si vous effetuez le d&eacute;pannage avec nos experts du Soutien technique, vous pouvez leur permettre de consulter de l'information sp&eacute;cifique sur votre appareil :</div> <div> <ul> <li>Pile</li> <li>Stockage</li> <li>Connectivit&eacute;</li> <li>Donn&eacute;es</li> <li>Service</li> </ul> </div> <div><br /></div> <div><strong>Quelle est l'incidence du diagnostic sur l'appareil en ce qui a trait &agrave; mes donn&eacute;es personnelles? <br /></strong></div> <div><br /></div> <div>Vos donn&eacute;es personelles nous tiennent &agrave; coeur : aucune photo ni aucun m&eacute;dia, contact ou autre renseignement ne sera divulgu&eacute;.&nbsp; Veuillez consulter la <a title="politique de confidentialit&eacute; de Fido" href="https://www.fido.ca/consumer/terms/privacy-policy?setLanguage=fr" target="_blank">Politique de confidentialit&eacute; de Fido</a> pour plus d'information.</div> <div><br /></div> <div><strong>Comment utiliser la Bo&icirc;te &agrave; outils? <br /></strong></div> <div><br /></div> <div>Pour commencer, t&eacute;l&eacute;chargez <a title="l'application Mon Compte de Fido" href="https://www.fido.ca/consumer/content/using-My-Account-mobile-app?setLanguage=fr" target="_blank">l'application Mon Compte de Fido</a> sur votre appareil par l'entremise de l'App Store ou de la boutique Google Play et suivez les &eacute;tapes.<br /></div> <div><br /></div> <div><br /></div> <div><strong>Mon appareil ne figure pas dans la liste. &Agrave; qui m'adresser pour le faire r&eacute;parer?<br /></strong></div> <div><br /></div> <div>Le Programme de r&eacute;paration prend en charge les appareils achet&eacute;s et mis en service sur le r&eacute;seau de Fido.&nbsp; Si votre appareil ne figure pas dans la liste ci-dessus, <a title="contactez-nous" href="https://www.fido.ca/contactus?setLanguage=fr" target="_blank">communiquez avec nous</a> et fournissez au conseiller le num&eacute;ro IMEI de votre appareil afin que nous puissions l'activer dans votre compte sans-fil. <br /></div> <div><br /></div> <div><br /></div> <div><strong>Comment fonctionne le service de r&eacute;paration en personne?</strong></div> <div><br /></div> <div> <ul> <li>Si vous suivez le processus de r&eacute;paration en ligne ou par l'entremise du soutien technique et que le probl&egrave;me ne peut &ecirc;tre r&eacute;solu par le d&eacute;pannage, nous pouvons vous recommander un emplacement pratique o&ugrave; vous pourrez vous rendre pour faire r&eacute;parer votre t&eacute;l&eacute;phone. <ul> <li>La dur&eacute;e d'un er&eacute;paration est habituellement de quelques heures. </li> <li>Vous pouvez acc&eacute;der &agrave; une t&eacute;l&eacute;phone de pr&ecirc;t dans un <a title="magasin Fido" href="https://www.fido.ca/consumer/storelocator?setLanguage=fr" target="_blank">magasin Fido</a> &agrave; proximit&eacute; si vous avez besoin d'un appareil pendant que le votre est en r&eacute;paration.</li> </ul> </li> </ul> <ul> <li>Lorsqu'ils re&ccedil;oivent l'appareil, les sp&eacute;cialistes en r&eacute;paration en personne effectuent l'inspection. <ul> <li>Si la r&eacute;paration est couverte par la garantie, elle sera effectu&eacute;e sans frais. </li> <li>Si la r&eacute;paration n'est pas couverte par la garantie, nous communiquerons avec vous pour vous transmettre le devis et vous demander d'accepter ou de refuser les co&ucirc;ts de r&eacute;paration.</li> </ul> </li> </ul> </div> <div> <ul> <li>Une fois la r&eacute;paration termin&eacute;e, vous recevrez un courriel vous informant que vous pouvez r&eacute;cup&eacute;rer votre appareil.</li> </ul> </div> <div><br /></div> <div><br /></div> <div><strong>Comment fonctionne l'option de r&eacute;paration par la poste?<br /></strong></div> <div><br /></div> <div> <ul> <li>Si vous optez pour le processus de r♪0paration en ligne ou par l'entremise du soutien technique et que le probl&egrave;me ne peut &ecirc;tre r&eacute;solu par le d&eacute;pannage, vous recevrez un bordereau d'exp&eacute;dition avec des instructions sur le fa&ccedil;on d'envoyer votre appareil en r&eacute;paration.&nbsp; Vous pouvez &eacute;galment l'apporter dans un magasin, o&ugrave; il sera trait&eacute; et envoy&eacute; par la poste au centre de r&eacute;paration.&nbsp;&nbsp; <ul> <li>La dur&eacute;e du processus est habituellement d'une semaine ou deux.</li> <li>Pendant cette p&eacute;riode, si vous avez besoin d'un appareil, un t&eacute;l&eacute;phone de pr&ecirc;t peut vous &ecirc;tre exp&eacute;di&eacute;.</li> <li>Si vous avez d&eacute;pos&eacute; votre appareil d&eacute;fecteux dans un magasin Fido, vous pouvez aussi vous y procurer un t&eacute;l&eacute;phone de pr&ecirc;t, selon les disponibilit&eacute;s.</li> </ul> </li> </ul> <div> <ul> <li>Lorsque le centre de r&eacute;paration aura re&ccedil;u l'appareil, une inspection sera r&eacute;alis&eacute;e. <br /> <ul> <li>Si la r&eacute;paration est couverte par la garantie, elle sera effectu&eacute;e sans frais. </li> <li>Si la r&eacute;paration n'est pas couverte par la garantie, nous communiquerons avec vous pour transmettre le devis et vous demander d'accepter ou de refuser les co&ucirc;ts de r&eacute;paration.</li> </ul> </li> </ul> <div> <ul> <li>Une fois la r&eacute;paration termin&eacute;e, l'appareil vous sera retourn&eacute; directement ou sera livr&eacute; au magasin, selon l'endroit d'o&ugrave; il a &eacute;t&eacute; envoy&eacute;.</li> </ul> </div> <div><br /></div> <div><strong>De quelle fa&ccedil;on puis-je faire le suivi de la r&eacute;paration et rester inform&eacute;?</strong></div> </div> <div><br /></div> <div>Vous pouvez demander une r&eacute;paration et en faire le suivi par l'entremise du <a title="portail de r&eacute;paration" href="https://www.fido.ca/pages/?icid=tl-supmbctx-rmpd-fcwrls-1022199#/myaccount/repair-claim " target="_blank">Portail de r&eacute;paration</a>, ou dans un <a title="magasin Fido" href="https://www.fido.ca/consumer/storelocator?setLanguage=fr" target="_blank">magasin Fido</a>, ou encore en communiquant avec la <a title="contactez-nous" href="https://www.fido.ca/contactus?setLanguage=fr" target="_blank">service &agrave; la client&egrave;le</a>.</div> <div><br /></div> <div>Au d&eacute;but de la r&eacute;paration, assurez-vous de l'exactitude des donn&eacute;es que vous avez entr&eacute;es afin de pouvoir recevoir des notifications sur l'avancement de la r&eacute;paration. <br /></div> </div> <div><br /></div> <div><br /></div> <div><strong>O&ugrave; dois-je rapporter mon t&eacute;l&eacute;phone de pr&ecirc;t?</strong></div> <div><br /></div> <div>Veuillez retourner le t&eacute;l&eacute;phone de pr&ecirc;t au <a title="magasin Fido" href="https://www.fido.ca/consumer/storelocator?setLanguage=fr" target="_blank">magasin Fido</a> o&ugrave; on vous l'a remis.&nbsp; S'il vous a &eacute;t&eacute; exp&ecirc;di&eacute; directement, veuillez le retourner en utilisant le m&ecirc;me colis.&nbsp; Si le t&eacute;l&eacute;phone de pr&ecirc;t n'est pas retourn&eacute; dans les 14 jours suivant la r&eacute;ception de votre appareil r&eacute;par&eacute;, des frais de non-retour s'appliqueront.</div> <div><br /></div> <div><br /></div> <div><strong>Quels sont les co&ucirc;ts associ&eacute;s &agrave; une r&eacute;paration?</strong></div> <div><br /></div> <div><br /></div> <div>Les r&eacute;parations sous garantie sont effectu&eacute;es gratiutement.</div> <div><br /></div> <div>Toutefois, des co&ucirc;ts peuvent s'appliquer dans les cas suivants :<br /></div> <div><br /></div> <div> <ul> <li>Si l'appareil n'est plus sous garantie : <br /> <ul> <li>Des frais d'estimation de la r&eacute;paration s'appliquent.</li> <li>Si vous choisissez d'accepter le devis de r&eacute;paration, les frais de r&eacute;paration seront port&eacute;s &agrave; votre compte et dans ce cas, les frais d'estimation de la r&eacute;paration ne s'appliqueront pas. </li> </ul> </li> <li>Si le t&eacute;l&eacute;phone de pr&ecirc;t a &eacute;t&eacute; retourn&eacute; dans un &eacute;tat verrouill&eacute; et inutilisable, ou s'il a &eacute;t&eacute; submerg&eacute; ou endommag&eacute; par un impact physique, ou si des modifications logicielles non autoris&eacute;es y ont &eacute;t&eacute; apport&eacute;es, des frais s'appliqueront.</li> <li>Si le t&eacute;l&eacute;phone de pr&ecirc;t est perdu ou vol&eacute;, des frais de non-retour s'appliqueront.&nbsp; Les t&eacute;l&eacute;phones de pr&ecirc;t doivent &ecirc;tre retourn&eacute;s dans les 14 jours suivant la r&eacute;ception de votre appareil r&eacute;par&eacute;.&nbsp; </li> <li>Un d&eacute;p&ocirc;t peut &ecirc;tre exig&eacute; pour les clients du service pr&eacute;pay&eacute; et pour ceux dont la limite de cr&eacute;dit fait l'objet d'un suivi. </li> </ul> <div><a title="Device Warranty" href="https://www.fido.ca/consumer/content/device-warranty" target="_blank"><br /></a></div> <a title="Device Warranty" href="https://www.fido.ca/consumer/content/device-warranty" target="_blank"> </a> <div><a title="garantie de l'appareil" href="https://www.fido.ca/consumer/content/device-warranty?setLanguage=fr" target="_blank">&Agrave; propos de la garantie</a></div> <div><br /></div> <div><strong>Quelle garantie s'applique &agrave; mon t&eacute;l&eacute;phone? Comment faire pour savoir si mon appareil est toujours couver par une garantie?</strong></div> <div><br /></div> <div><strong>Nouveaux appareils : <br /></strong></div> <div>Les garanties varient selon le fabricant; toutefois, pour la majorit&eacute;, les garanties sont honor&eacute;es pendant une p&eacute;riode maximale de douze (12) mois &agrave; compter de la date d'achat d'origine, couvrant l'appareil contre les d&eacute;fauts de fabrication ou de mat&eacute;riau. &agrave; moins que ces d&eacute;fauts ne soient attribuables &agrave; une utilisation n&eacute;gligente.</div> <div><br /></div> <div><strong>Appareils d'occasion certifi&eacute;s</strong></div> <div>Consultez la page des <a title="appareils d'occasion certifi&eacute;" href="https://www.fido.ca/consumer/content/certified-pre-owned?setLanguage=fr" target="_blank">appareils d'occasion certifi&eacute;s</a> pour plus d'information sur la garantie visant ces appareils. <br /></div> <div><br /></div> <div>Si l'appareil est vis&eacute; par un probl&egrave;me dans les 15 premiers jours de l'achat, vous n'avez qu'&agrave; communiquer avec le lieu de l'achat pour obtenir du d&eacute;pannage.&nbsp; Si l'appareil est d&eacute;fecteux, vous pourriez &ecirc;tre admissible &agrave; un remplacement.&nbsp;</div> <div><br /></div> <div>V&eacute;rifiez la validit&eacute; de la garantie de votre appareil <br /></div> <div><br /></div> <div><strong>Que couvre la garantie?</strong></div> <div><br /></div> <div>L'admissibilit&eacute; &agrave; la garantie est d&eacute;termin&eacute;s par le fabricant en fonction de son &eacute;valuation.</div> <div><br /></div> <div>Un appareil est habituellement consid&eacute;r&eacute; comme non couvert par la garantie si l'une des conditions suivantes s'applique :<br /></div> <div> <ul> <li>L'appareil a &eacute;t&eacute; achet&eacute; apr&egrave;s la p&eacute;riode de garantie (p. ex. la garantie est de 12 mois, alors que l'appareil a &eacute;t&eacute; achet&eacute; il y a 15 mois).</li> <li>L'appareil a subi des dommages caus&eacute;s par des impacts physiques ou par une submersion. </li> <li>Des modifications logicielles non autoris&eacute;es, comme un d&eacute;blocage, on &eacute;t&eacute; apport&eacute;es &agrave; l'appareil.</li> </ul> </div> <div><br /></div> <div><strong>Que faire si mon appareil n'est pas couvert par la garantie ou s'il est endommag&eacute;? <br /></strong></div> <div><br /></div> <div>Si votre appareil n'est pas couvert par la garantie du fabricant, vous pouvez quand m&ecirc;me l'envoyer pour r&eacute;paration.&nbsp; Des frais d'estimation s'appliqueront et un devis pour la r&eacute;paration vous sera remis.&nbsp; Si vous choisissez d'accepter le devis et de faire effectuer la r&eacute;paration, les frais d'estimation ne seront pas factur&eacute;s; seuls les frais de r&eacute;paration s'appliqueront.</div> <div><br /></div> <div><strong>Articles connexe :</strong></div> <div><br /></div> <div><a title="protection sup&eacute;rieure de l'appareil et AppleCare" href="https://www.fido.ca/consumer/content/device-protection?setLanguage=fr">En savoir plus sur la Protection sup&eacute;rieure de l'appareil et AppleCare</a></div> <div><br /></div> <div><br /></div> </div> <div><br /></div> <div><br /></div> appareil brisé dépannage pour problème d'appareil programme de réparation remplacement d'appareil téléphone de prêt 6LfFoRATAAAAAF4k8pYifmzO12cKXzERsY-nUGdh

Phone Repair & Courtesy Phones - Fido Support

From on-device diagnostics to courtesy phones, the Fido Repair Program helps you stay connected if something unexpected happens to your device.

 

With the Fido Repair Program, you'll get:

 

  • Speedy walk-in repairs: Samsung, LG, Huawei and Google devices can be repaired in hours, not days, withour walk-in service at select locations.
  • Real-time tracking:  Keep track of the progress of your repair 24/7.  We'll also send you notifications to ensure you can monitor your device repair every step of the way.
  • Constant connectivity:  Access to a courtesy phone, so you can stay connected while your device is under repair.
  • Device Toolbox:  On-device diagnostics and helpful information to prevent or resolve many common issues.

I have a problem with my device.  Where do I begin?

Device What to do next What to expect
 Smartphones

Start with the Device Toolbox: the online troubleshooting and repair process within the Fido My Account App

Additionally, we also offer a Repair Portal where you can initiate and track your repair.

You can also reach out to our technical support experts or visit your local Fido store

Your proof of purchase or receipt may be required to verifiy warranty eligibility. 

A diagnostic test will be performed to assess the condition of the device and battery. 

Common issues may be resolved with with helpful tips

Based on your device model and warranty eligibility, you'll receive recommendations or solutions

Defective device? You'll receive instructions to submit for repair:

Walk-in repair:  typically takes a few hours in a select location.

Mail-in repair:  Mail-in from your location or from a store.  Repairs typically take 1-2 weeks.

Tablets, Rocket Sticks, Hubs, And Wireless Home Phones Contact customer service

Troubleshooting

Based on your device model and warranty eligibility, you'll receive recommendations or solutions.

If defective, the device will be replaced under warranty with a certified pre-owned unit.

 


Keep in mind, before starting a repair you should:
  • Backup all personal data.  All data will be erased during the repair process.
  • Erase your data to help protect it.
  • Remove all security locks and passcodes.
  • Remove the SIM card and all accessories (e.g. phone case, memory card) as they will not be returned and a credit will not be issued for these items.
  • Check your email regularly or go online for updates.
  • During the repair, you are still responsible for all monthly service fees.  We offer courtesy phones to help you stay connected while your device is under repair.

How does Device Toolbox work?

Our on-device diagnostics will run a series of tests and offer helpful information to prevent or resolve many common issues.

If you're troubleshooting with our Technical Support experts, you can opt in an dallow them to view specific information about your device:
  • Battery
  • Storage
  • Connectivity
  • Data
  • Service

How does the on-device diagnostic affect my privacy?

Your privacy is of paramount concern to us: no photos, media, contacts or other information will be shared.  Please visit our Fido Privacy Policy for more information.

How do I get started with the Device Toolbox?

To get started, download the Fido My Account App to your device via the App Store or Google Play Store and follow the steps.


My device doesn't show up in the list, how do I get it serviced?

The repair program supports devices purchased and activated on the Fido network.  If your device is not listed above, contact us and provide the agent with your device's IMEI so we can activate it on your wireless account.


How does the walk-in repair option work?

  • If you go through the repair process online or through technical support, and the issue cannot be resolved through troubleshooting, you can get a referral to a walk-in repair location that's convenient for you.
    • The repair typically takes a few hours.
    • You can access a courtesy phone from a nearby Fido store should you need a loaner device while yours is being repaired.
  • Once received, the walk-in repair specialists will inspect the device.
    • If the device is under warranty, they will complete the repair at no charge.
    • If out of warranty, we will contact you with the repair quote for you to accept or reject the charges.
    • An estimate fee still applies if the repair charges are rejected.
  • After the repair is completed, you'll receive an email notification to pick up your device.


How does the mail in repair option work?

  • If you go through the repair process online or through technical support, and the issue cannot be resolved through troubleshooting, you will receive a shipping waybill and instructions on how to send in your device for repair.  Alternatively, you can take it to a store to have it processed and mailed to the repair facility.
    • The process usually takes 1-2 weeks.
    • A courtesy phone can be shipped to you should you need a device to use in the meantime.
    • If your dropped off your defective device at a Fido store, you can also pick up a courtesy phone from there depending on availability.
  • Once received, the repair facility will inspect the device.
    • If the device is under warranty, they will complete the repair at no charge.
    • If our of warranty, we will contact you with the repair quote for you to accept or reject the charges.
    • An estimate fee still applies if the repair charges are rejected.
  • After the repair is completed, the device will be returned directly to you or to the drop-off location, depending on where it was sent.

How do I track my repair and stay notified?

You can initiate and track your repair via the Repair Portal, at a Fido Store, or by contacting customer service.

When starting the repair, make sure your enter the correct contact information so you can receive status notifications.


How do I return my courtesy phone?

Please return the courtesy phone to the Fido Store from where you received it.  If it had been shipped directly to you, please return it using the same kit.  If the courtesy phone is not returned within 14 days of receiving your repaired device, a Non-Return Fee will apply.


What are the costs associated with a repair?


An in-warranty repair is free.

However, costs may be incurred for the following:

  • If the device is out of warranty:
    • A Repair Estimate Fee will apply.
    • If your choose to accept the repair quote, the repair fee will be charged and the Repair Estimate Fee will not apply in this case.
  • If the courtesy phone has been returned in a locked, unusable state or damaged by physical impact, submersion or unauthorized software modifications, then a fee will apply.
  • If the courtesy phone is lost or stolen, a Non-Return Fee will apply. Courtesy phones must be returned within 14 days of receiving your repaired device.
  • A deposit may be required for prepaid and Credit Limit Monitoring (CLM) customers.


What warranty comes with my phone?  How do I know my phone is still under warranty?

New Devices
Warranties vary by manufacturer but most are supported for a period of up to twelve (12) months from the original date of purchase provided that products are free from workmanship or material defect caused by misuse.

Certified Pre-Owned Devices
Refer to the certified pre-owned page for warranty information.

If the device is experiencing an issue within the first 15 days of purchase, simply contact the place of purchase for troubleshooting.  If the device is defective, you may be eligible for a replacement.

Check your warranty status

What is covered by the warranty?

Ultimately, warranty eligibility is determined by the manufacturer based on their assessment.

A device is typically considered out of warranty if any one of the following conditions are met:
  • Device was purchased beyond the warranty period (i.e. the warranty is 12 months and the device was purchased 15 months ago)
  • The device was subject to damage from physical impact or submersion.
  • Unauthorized software modifications such as rooting have been made to the device.

What should I do if I have an out-of-warranty or damaged phone?

Even if your phone is not covered by the manufacturer's warranty, you can still send it in for repair.  An estimate fee will apply and a quote to complete the repair will be provided to you.  If you choose to accept the quote and proceed with the repair, the estimate fee will not be charged, only the repair charge will apply.

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