An update for our
valued customers

We know you depend on us and yesterday we let you down – for this we are truly sorry.

A credit equivalent to yesterday’s wireless service fee will be applied to your May bill. This will be done automatically and no action is required by you.

We’re undertaking an in-depth review in partnership with Ericsson. We know this was related to an Ericsson software upgrade that caused devices to be disconnected from our network. We will use the findings of that review to help prevent similar issues from happening again.

Again, we offer our sincere apologies and will work hard to earn back your trust.

Are services back up and running?

Yes! Services are fully restored – you should now be able to use your data, SMS and voice calls as usual.

Will my credit be automatically applied?

Yes, your credit will be automatically applied to your May bill – no action is needed on your part.

What caused these service issues?

We have identified the root cause of the service issues and pinpointed a recent Ericsson software update that affected a piece of equipment in the central part of our wireless network. That led to intermittent congestion and service impacts for many customers across the country.

How will prepaid customers receive a credit?

Prepaid customers (who prepay monthly or annually) will receive a credit based on a day’s worth of their service fee. This credit will be automatically added to their account.

I have already received a credit, will I receive another one?

If you have already received a credit related to the outage on April 19th, you don’t need to take any action and will not be double-credited.

When will I see the credit on my bill?

You will see the credit on your next bill dated on or after May 1st. 

How are you calculating the credit on my bill?

Based on the wireless service plan you had on April 19th, you’ll receive a credit equivalent to the cost of one day’s service fee. If you have any discounts on your wireless account, the credit will be based on the before-discount cost of your service plan.

Will I receive a text message or email that I need to respond to in order to collect the credit?

No, we will not be sending you a text message or email - this credit will be automatically applied to your account. No action is required on your part and you will see the credit on your account on or after May 1.

If you believe you have received a spam text message or email (for example, a text asking you to click on a link to get a refund), please visit The Fido Community.