Fido Chat Agent

 You are chatting with Arif.Fido Live Chat
6:34 PM  Connecting...
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6:34 PM  Support session established with Arif.
6:35 PM  	Arif:
Fido LiveANSWERS™
Hey, I’m Arif. May I have your full name, your Fido number or account number please?
6:35 PM  	Jaden Lau:
Hello, the Fido number is 604-723-8164
6:36 PM  	Arif:
Thank you
6:37 PM  	Arif:
You will receive in a moment, a link to a secure form where you will need to provide some personal information. This information is used to confirm that you are the account holder, or that you have the authorization to access the account. Please do not put any personal information in the chat window and return here once the information is entered.
6:37 PM  Arif has sent a link: https://livesupport.fido.ca/safesend/PCI/?ut=490d7f0fa6a5cacfded2a38174461e86953fc431c398e611a2b66bfbaec2313e&vq=y&vq=y
6:39 PM  	Jaden Lau:
Hi Arif, please do not hesitate to let me know if the PIN is incorrect
6:40 PM  	Arif:
it worked thanks
6:40 PM  	Arif:
How may I assist you today Jaden
6:40 PM  	Jaden Lau:
Hi Arif, my data cycle began today, January 20th
6:41 PM  	Jaden Lau:
On my Galaxy S6, I have a warning set up to alert me of my data useage; a warning at 200MB, and a automatic shutoff at 300MB
6:41 PM  	Jaden Lau:
According to my device I have marginally exceeded my monthly data usage
6:41 PM  	Jaden Lau:
What concerns me is that I was warned neither by my device, nor by Fido via SMS of my usage
6:42 PM  	Arif:
ooh.. okay
6:42 PM  	Arif:
let me look in to this for you
6:42 PM  	Jaden Lau:
Thank you, Arif.
6:44 PM  	Arif:
hmm okay
6:44 PM  	Arif:
so what i can see so far is that you billing cycle starts on the 16th of every month
6:45 PM  	Jaden Lau:
That's strange; my device displays it on a 30-day cycle
6:46 PM  	Jaden Lau:
on the day that I changed devices between plans, I had it set to display from the 20th of month X to the 19th of month Y
6:46 PM  	Arif:
from the 16th till the 19th you have used 32.829 MB. any usage for today has not been posted as yet
6:46 PM  	Jaden Lau:
Hi Arif, is there any method by which to send a picture attachment?
6:47 PM  	Jaden Lau:
I have my data usage history open, and each begins on the 20th.
6:47 PM  	Arif:
you to me or me to you ?
6:47 PM  	Jaden Lau:
The first listing is September 20th, until October 19th of 2015
6:47 PM  	Jaden Lau:
To you
6:48 PM  	Arif:
no we can not do either.
6:48 PM  	Jaden Lau:
Ah, that's unfortunate then. And my data usage has yet to register on the server?
6:48 PM  	Arif:
so. this is what I understand so far
6:50 PM  	Arif:
the fido billing system refreshes your account on the 17th of every month. If you phone is showing you usage from the 20th to the 19th . you may have used over 300MB but since your Data was refreshed on the 17th you have another 300mb available to you
6:51 PM  	Jaden Lau:
Hi Arif, even if the cycle refreshes on the 17th, it is today, the 20th, that the data in question was used
6:52 PM  	Jaden Lau:
So regardless of when the cycle began, I have still used more than my allotted data in one session
6:52 PM  	Jaden Lau:
and this occurred without any warning from either my device or from Fido
6:52 PM  	Arif:
so from what I can see you have only used 32.8 MB of data
6:53 PM  	Arif:
so from Fidos prespective you still have another 200MB to use before you reach 90% and prompt a usage text
6:54 PM  	Jaden Lau:
Is this simply due to the fact that Fido's servers have yet to 'refresh', so to speak, and update on my usage in that case?
6:55 PM  	Arif:
Todays Usage is still not posted, If you feel that you have used around 270MB just today. That is something we can look in to tomorrow once the system is updated
6:56 PM  	Jaden Lau:
Alright, thank you. Somewhat frustrating that the warning system does not work better, even on my device, and that I will have to go through this explanation process again tomorrow.
6:57 PM  	Arif:
Feel free to chat back in to get an update
6:57 PM  	Arif:
I should still be here
6:57 PM  	Jaden Lau:
Alright, thank you. Should I leave this tab open, in that case?
6:59 PM  	Arif:
No that's okay, You can just ask for me . I'd suggest to wait till Friday
6:59 PM  	Jaden Lau:
Alright, thanks for your help Arif. Hopefully this can be resolved soon.
7:00 PM  	Arif:
my pleasure
7:00 PM  	Arif:
will there be anything else I can assist you with today ?
7:01 PM  	Jaden Lau:
No, that's all for now. Thank you.
7:01 PM  	Jaden Lau:
Actually, sorry
7:02 PM  	Arif:
Yes.
7:02 PM  	Jaden Lau:
I was just wondering why I didn't get a text notification from Fido, assuming that I used over 75% of my allotted data
7:02 PM  	Jaden Lau:
According to My Account on the Fido website, it is already displaying 270MB of usage
7:02 PM  	Arif:
but from what I can see, You have NOT
7:03 PM  	Arif:
fido.ca was experiencing technical issues lately, My own bill shows a balance owing, But I have already paid off my bill.
7:04 PM  	Jaden Lau:
My mistake, My Account does not yet reflect these changes
7:04 PM  	Jaden Lau:
As you said, the report currently only shows approx. 30MB used since the 17th
7:05 PM  	Jaden Lau:
(Which again, is strange that the cycle begins on the 17th given what my device displays)
7:05 PM  	Jaden Lau:
If it is the case that I have used more than my allotted data for the month, what can be done about this?
7:07 PM  	Arif:
if you have actually gone over the allotted data , there will be overage charges on you next invoice
7:08 PM  	Jaden Lau:
Well, no. If this is the case, then it is not my fault for having gone over the limit. At no point did I receive any sort of warning that I was nearing my data usage limit.
7:08 PM  	Jaden Lau:
Why then, if the Fido system was faulty in delivering any sort of warning, is the customer to blame?
7:10 PM  	Arif:
I am not sure if that is the case as yet.
7:11 PM  	Jaden Lau:
Correct; clearly the Fido-side recording of usage has yet to update and reflect any changes for today. But hypothetically, if this is the case, why would the customer be billed if there was no warning?
7:12 PM  	Jaden Lau:
If I am correct in my understanding, Fido sends some sort of alert via SMS after a certain threshold of the user's allotted data has been used; is this correct?
7:14 PM  	Arif:
Yes, Usage msges are sent to customers to advice them of their usage
7:15 PM  	Jaden Lau:
Just to save time later, if I am correct in that I used approx 300MB and I was not notified to reflect this usage, what can Fido do to amend this?
7:15 PM  	Jaden Lau:
Assuming that this is in fact the case, what good is a warning system that is too slow to actually serve its purpose?
7:16 PM  	Jaden Lau:
It's unfair to be charged for the usage when Fido is supposed to notify the user that they are approaching their data limit but failed to do so.
7:16 PM  	Arif:
the billing department have the tools and the billing knowledge to answer this question.
7:17 PM  	Arif:
would you like to speak with them ?
7:17 PM  	Jaden Lau:
Alright then, obviously this is no fault of yours but this has been a disappointing experience with Fido thus far. How may I contact you again later? And yes, it would be helpful.
7:18 PM  	Arif:
If you chat back in on Friday, around this time and ask for me. If I am at the desk , they will connect you to me
7:19 PM  	Jaden Lau:
So I would then include this in the textbox that is available before connecting to the chat service?
7:19 PM  	Jaden Lau:
& yes, an avenue to contact the billing department at this point would be helpful as well.
7:20 PM  	Arif:
here is a phone number for them 1-888-481-3436
7:21 PM  	Arif:
nope, when you chat in , any agent that you get, ask them to transfer to me, there are not many with my name. its impossible for me to hide
7:22 PM  	Jaden Lau:
Alright. I will save a record of this chat, but hopefully this is somehow recorded on Fido's side as well, just in case it is needed next time.
7:23 PM  	Jaden Lau:
You recommended checking again on Friday? (I am wondering as to why I would not check in tomorrow, Thursday.)
7:23 PM  	Arif:
just copy paste the whole thing in a word document or a note pad
7:23 PM  	Arif:
You can, I do not work tomorrow. kinda the only day I have off this week
7:24 PM  	Arif:
I am back Friday onwards
7:24 PM  	Jaden Lau:
Alright, thank you for all your help Arif. Hope we can resolve this soon.
7:25 PM  	Arif:
To be honest I can only go by with what I can currently view. if the situation is what you say it is, I will personally look in to getting some sort of resolution for you
7:25 PM  	Jaden Lau:
A quick question, when is the billing department phone line open? Also, thank-you in advance.
7:26 PM  	Arif:
they are open till 9pm local time. as in your local time
7:27 PM  	Jaden Lau:
Thank you. May I ask when you are working again on Friday, Pacific local time? (Just so I don't accidentally try to re-connect too early.)
7:28 PM  	Arif:
one second lemme google that
7:28 PM  	Arif:
I get in at 5 eastern standard time
7:29 PM  	Jaden Lau:
Sorry, is that 5AM or 5PM?
7:29 PM  	Arif:
5 PM
7:29 PM  	Arif:
so 2 PM for you
7:29 PM  	Arif:
approximately
7:30 PM  	Jaden Lau:
Alright, thank you for all of your help thus far, Arif.