ASKJACK FAQ

To chat with ASKJACK:

1. Look for the ‘Need Help?’ button or the ASKJACK icon.
2. Start your chat session!

When you start a chat session with ASKJACK, just enter your question or choose one of the available options. If you ask for account-specific questions, you’ll need to log in to My Account.

If you need to restart your session, you need to end your current conversation and start a new one.

ASKJACK can answer general questions about Fido products and services. It can also help manage your account when you sign in.

Here are some examples of what ASKJACK can do for you:

• Set up a payment arrangement
• View your Fido bill
• View your usage
• Set up your Voicemail
• Make a payment

If ASKJACK can’t help with your question, you can schedule a callback and one of our specialists will contact you to help.

Absolutely! ASKJACK is available in both French and English.

Before asking for a callback, make sure Fido’s number (1-888-481-3436) isn’t blocked.

Here’s how you can schedule a callback with ASKJACK:

1. Let ASKJACK know that you’d like to schedule a callback.
2. AskJACK will start to schedule a callback for you. If you’re not signed in to My Account, you’ll be asked to do so. 
3. Select the date and time that works best for you. 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. Expect your callback to be within 30-60 minutes of your chosen time. We’ll make 3 attempts to connect with you if you don’t answer the callback.

When you get the callback, answer it and say “Hello”. Listen to the prompts and select the option you prefer:

• To connect with a specialist, select 1.
• If you can’t talk right now and would like us to call back a few minutes later, select 2.
• If you’d like to cancel the callback, select 3.

You’ll receive a text  letting you know you that you're about to receive your callback. If you miss our call, don’t worry! We’ll try 2 more times to reach you. If you missed all 3 call attempts, you’ll have to chat with ASKJACK to schedule a callback for another time.

Make sure you haven't blocked Fido’s phone number (1-888-481-3436). If you’re still not getting a callback, try scheduling a new callback  with a different number. You can use the phone numbers in your contact information for scheduling.

If needed, you can update your contact information.

You cancel or reschedule your callback in 3 ways. You can do them before your scheduled callback time.

• Via the callback confirmation text or email. 
• Through the My Appointments section in My Account (online and app)
• By letting ASKJACK know you want to reschedule or cancel

You can also cancel the callback right when you receive the call.  Before talking to a specialist, select 3 during the voice prompt.