Western Canada Network Upgrade Project: FAQs
We’re upgrading our services in your area in an effort to bring you a better wireless experience. If we’re working in your area you may notice some service interruptions. We’ll be sure to let you know when they may affect you, as well as when they’re complete. We apologize in advance for the inconvenience, but we’re confident that this upgrade will improve your experience with us.
For more information, please see the FAQs below.
I heard Fido is making changes to the network in Western Canada. What’s happening and what is the benefit for customers?
Fido is replacing the physical equipment on its network towers in an effort to deliver a better mobile voice and data experience to customers. These changes will enable more of our customers to access the 700MHz spectrum (radio waves that carry cellular signals) as well make LTE available in places not previously accessible. The good news for customers is this improvement will provide:
- An even better and more extensive LTE network for customers.
- Improved signal quality in basements, elevators and in buildings with thick concrete walls.
- A strengthened LTE signal on their devices, resulting in faster speeds (with less likelihood of dropping to lower data speeds) and a more consistent data experience.
Will there be any impacts to my service?
Customers will experience degraded voice/text and data service while these changes are being made. There may be interruptions as the equipment is being upgraded, causing some dropped calls or fast busy signals. Customers using data may experience a slower connection or no connection for a short period of time. Upgrades will take place during non-peak periods in order to limit the impact on our customers.
Why can’t this network upgrade occur at night, during regular maintenance hours?
Unlike regular maintenance, which we can complete remotely and at night, this network upgrade requires our technical staff to be on site during the day. By scheduling this work in off-peak day hours, our technical staff can complete this as quickly as possible with a minimized service disruption.
For how long will the upgrades affect the network in my area?
These upgrades may cause intermittent disruptions to your service for up to a few hours total, over a two-week period.
Will calls to 9-1-1 be impacted?
Customers will still be able to contact 9-1-1 through our network or any nearby carrier networks.
How will I know when changes are being made in my area?
We will contact customers through text and e-mail (select customers, in 2015) 24 hours prior to the start of network improvements, letting them know when improvements will begin and when we expect them to be complete. Network improvements will happen across Western Canada over the course of the next several months.
The work will be done in stages and any service interruptions will not be widespread – they will be limited to a small local area at any one time.
Will I have to pay extra to benefit from this improved network?
No, there will be no additional cost to the customer. The goal is to provide all customers with better network coverage and speed so that they can maximize their Fido experience.
What happens if I don’t notice an improvement in my services?
You should notice improvements, especially when streaming video. You should also notice improvements to LTE service in areas where you might have dropped down to slower speeds in the past. We encourage you to wait until the upgrades in your area are complete. We think you’ll notice an improvement!