ASKJACK, Fido's virtual assistant

ASKJACK is ready to help the moment you open a chat on fido.ca. No sign-in needed to get started.

You can use ASKJACK to:

• get answers about Fido products, services and plans
• get step-by-step guidance to make changes or troubleshoot issues on fido.ca

When you sign in to My Account, ASKJACK can also help you:

• dispute a charge
• manage callbacks

Need to speak with a live Fido specialist? ASKJACK can schedule a callback at a time that works for you—no hold time needed.

Select the chat icon on fido.ca to open ASKJACK. Type your question to get started.

Callbacks are scheduled based on availability during regular business hours.

1. Let ASKJACK know you'd like to schedule a callback.
2. Sign in to My Account when prompted (if you're not already signed in).
3. Select the date and time that works best for you. You can also choose an alternate number listed on your account. Keep in mind that we can't call toll-free, international or extension-based numbers.
4. You'll receive a text with your callback confirmation.

Your callback will arrive within 30–60 minutes of your chosen time. You'll get a reminder text 30 minutes before we call. We'll make 3 attempts to reach you—and we'll leave a voicemail on the 3rd attempt if we can.

Before your scheduled callback time, you can reschedule or cancel in 3 ways:

• via your callback confirmation text or email (the link is valid for 7 days)
• through My upcoming appointments in My Account (online or in the Fido app)
• by letting ASKJACK know you want to reschedule or cancel

You can also cancel the moment we call. Before the call connects to a specialist, select 3 during the voice prompt.

If you miss all 3 call attempts, chat with ASKJACK to schedule a new callback.

A few things may prevent you from receiving a callback:

• your phone number is registered on Canada's National Do Not Call List
• you're calling from an international number (we can't schedule callbacks to international numbers)