on =3=srv=10=sn=789F0D5B87E09ACFFC3F395F6B243811=perc=100000=ol=0=mul=1 Filter by result type Missing required field(s) in component. Brand OS (Optional) Top Support Links Select Topic Model OR, choose the product or service you need help with here Most Popular Look for a wireless device you need help with /pages/Fido/support/navigation One Column Page /pages/Fido/support/navigation mainContent[0] Support Navigation Filter By Support Topic true /content/Shared/Guided Navigation/Support Landing MainContent 1 contentslot ContentSlot.jsp content/Shared/Guided Navigation/Support Landing/Category - EN Navigation Container true false ?N=2484452033+770765067&Nr=AND%28Language_D%3AEN%2CProvince_D%3AON%29 /support/navigation 153 /pages /pages/support/navigation /Fido Mobile rui-icon-wireless wireless Dimension_Management.csv 3 Category_Mobile /cms/images/Esupport/icons/lob/wireless.png Mobile false ?N=2484452033+3921168528&Nr=AND%28Language_D%3AEN%2CProvince_D%3AON%29 /support/navigation 21 /pages /pages/support/navigation /Fido Internet rui-icon-internet internet Dimension_Management.csv 2 Category_Internet /cms/images/Esupport/icons/lob/internet.png Internet false ?N=2484452033+3954442613&Nr=AND%28Language_D%3AEN%2CProvince_D%3AON%29 /support/navigation 52 /pages /pages/support/navigation /Fido Billing & Account Management rui-icon-account wireless Dimension_Management.csv 1 Category_Billing & Account Management /cms/images/Esupport/icons/lob/wireless.png Billing & Account Management false default content/Shared/Guided Navigation/Support Landing/Category - EN navigation[0] Category refinementmenu Category Category guidednavigation /pages/Fido/supportLanding/spotlights/mostPopular Navigation State Most Popular page /pages /support/navigation /pages/support/navigation /Fido 2 Language_D N 291 /Language_D/EN /support/navigation 534126392E4FF28FBF75DEAAE97FE03C 1 /pages ?N=2484452033&Nr=AND%28Language_D%3AEN%2CProvince_D%3AON%29 /support/navigation /pages /pages/support/navigation /Fido /pages/Fido/support Dynamic Page Slot /content/Fido/Support Landing Page 1 pageslot /pages /support /pages/support /Fido content/Fido/Support Landing/Default Suppport Landing Support Landing Page content/Fido/Support Landing/Default Suppport Landing SupportLanding_Searchbox[0] Search Box AutoSuggestPanel 1 1 contentslottypeahead What Can We Help you With? Ask us! Comment pouvons-nous vous aider? Demandez-nous! content/Fido/Support Landing/Default Suppport Landing SupportLanding_Navigation[0] Main Content Slot Filter By Support Topic true /content/Shared/Guided Navigation/Support Landing MainContent 1 contentslot ContentSlot.jsp content/Shared/Guided Navigation/Support Landing/Category - EN Navigation Container true false ?N=2484452033+770765067&Nr=AND%28Language_D%3AEN%2CProvince_D%3AON%29 /support 153 /pages /pages/support /Fido Mobile rui-icon-wireless wireless Dimension_Management.csv 3 Category_Mobile /cms/images/Esupport/icons/lob/wireless.png Mobile false ?N=2484452033+3921168528&Nr=AND%28Language_D%3AEN%2CProvince_D%3AON%29 /support 21 /pages /pages/support /Fido Internet rui-icon-internet internet Dimension_Management.csv 2 Category_Internet /cms/images/Esupport/icons/lob/internet.png Internet false ?N=2484452033+3954442613&Nr=AND%28Language_D%3AEN%2CProvince_D%3AON%29 /support 52 /pages /pages/support /Fido Billing & Account Management rui-icon-account wireless Dimension_Management.csv 1 Category_Billing & Account Management /cms/images/Esupport/icons/lob/wireless.png Billing & Account Management false default content/Shared/Guided Navigation/Support Landing/Category - EN navigation[0] Category refinementmenu Category Category guidednavigation /pages/Fido/supportLanding/spotlights/mostPopular Navigation State Most Popular content/Fido/Support Landing/Default Suppport Landing SupportLanding_Spotlights[0] Main Content Slot Trending Support Topics true /content/Shared/Spotlights/Support Landing/Default MainContent 20 contentslot ContentSlot.jsp See All spotlight Spotlight Records spotlight-records content/Shared/Spotlights/Support Landing/Default/Static Records - EN /_/R-%2Fconsumer%2Fcontent%2Fcovid19-faqs_EN /pages/support /Fido 0 COVID prepaid regular 1566932063732 COVID-19 FAQs | Fido <h2>Delayed response to mailed inquiries</h2><p>&nbsp;</p><p><strong>I sent an inquiry to Fido by mail. What happens to my letter?</strong></p><p>The health and safety of our customers, employees and communities is our top priority. Due to COVID-19, many of our employees are currently working remotely with no access to our mailrooms. This means there will be a delay in our response to <strong>any letter sent to us after March 22, 2020</strong>.</p><p>If you sent us a letter recently or are thinking of writing to us, please contact us through:</p><ul><li><a href="https://www.fido.ca/consumer/contact-us/my-fido-services/live-chat">Chat</a></li><li><a href="https://www.fido.ca/consumer/contact-us/my-fido-services/call-us">Phone</a></li><li><a href="https://www.fido.ca/consumer/contact-us/my-fido-services/facebook-messenger">Facebook Messenger</a> </li><li><a href="https://www.fido.ca/consumer/contact-us/my-fido-services/twitter">Twitter</a></li><li><a href="http://www.fido.ca/community">Fido Community page</a></li><li>Other ways: <a href="https://www.fido.ca/contactus">Fido.ca/contactus</a></li></ul><p>&nbsp;</p><p><strong>Can I expect a response to my letter? When can I start sending mail again?</strong></p><p>Unfortunately, we&rsquo;re unable to guarantee a response time given the current situation. We encourage you to use our <a href="https://www.fido.ca/consumer/myaccount-selfserve-transactions">free online services</a> if you&rsquo;d like to make a payment or make changes to your account more conveniently.&nbsp;</p><p>For quicker response to any of your questions, please contact us through <a href="https://www.fido.ca/consumer/contact-us/my-fido-services/live-chat">chat</a>, <a href="https://www.fido.ca/consumer/contact-us/my-fido-services/call-us">phone</a>, <a href="https://www.fido.ca/consumer/contact-us/my-fido-services/facebook-messenger">Facebook Messenger</a> or <a href="https://www.fido.ca/consumer/contact-us/my-fido-services/twitter">Twitter</a>, or by visiting <a href="https://www.fido.ca/contactus">fido.ca/contactus</a>. There&rsquo;s also our community page, <a href="http://www.fido.ca/community">fido.ca/community</a>, where you can get support from our helpful Fido community 24/7.</p><p>&nbsp;</p><p><strong>I received a message about downloading a COVID Alert app. Is this spam?</strong></p><p>No. The message is legitimate and sent on behalf of the Government of Canada.</p><p>&nbsp;</p><p><strong>I received a message about a COVID Alert app, encouraging me to download it. Can I get some more information about it?</strong></p><p>The message was sent on behalf of the Government of Canada. For more information please contact 1-833-784-4397 or refer to the following <a href="https://pm.gc.ca/en/news/news-releases">government website</a> for the News Release titled &ldquo;New mobile app to help notify Canadians of potential COVID-19 exposure now available&rdquo;</p><p>&nbsp;</p><p>&nbsp;</p><h2>Mobile/Wireless services</h2><p>&nbsp;</p><p><strong>Are any changes being made to the Device Return and Exchange Program?</strong></p><p>Yes. We&rsquo;re making the following changes to better serve our customers:</p><ul><li>DOA (Dead On Arrival) devices can be replaced with the help of <a href="https://www.fido.ca/consumer/contact-us/my-fido-services/call-us">Technical Support</a>. </li></ul><p style="font-weight: bold;">&nbsp;</p><p style="font-weight: bold;"><strong>Why have I received a message from Fido on behalf of the Government of Canada?</strong></p><p>You are currently travelling abroad and the Government of Canada has asked that we send you this message on its behalf in light of the current public health situation:</p><p><em>Fido Msg: This is a message to Canadians traveling abroad from the Government of Canada.</em></p><p><em> </em></p><p><em>Registering online will help the Government contact you: bit.ly/3b8SM5A<br />For emergency assistance, email sos@international.gc.ca or call +1 613 996 8885<br />You can also contact a Canadian embassy or consulate: bit.ly/2TXpVvo<br />You can find travel advisories here: bit.ly/2x62Uxz</em></p><p style="font-weight: bold;">&nbsp;</p><p style="font-weight: bold;"><strong>Where can I get more information about the Government&rsquo;s recommendations for Canadians currently travelling abroad? </strong></p><p>Please visit the links or contact the phone number in the text message you received. You can also visit the Government of Canada&rsquo;s website directly at Canada.ca.</p><p style="font-weight: bold;">&nbsp;</p><p style="font-weight: bold;"><strong>What can I do if I am having network connection issues?</strong></p><p style="font-weight: bold;">&nbsp;</p><p>Unfortunately, network issues do happen from time to time and your cell phone service may be affected.</p><p>To find out if there&rsquo;s a wireless or mobile service outage in your area, please visit the <a href="https://www.fido.ca/consumer/mobile/network-aid">NetworkAid</a> page.</p><p style="font-weight: bold;">&nbsp;</p><h2 style="font-weight: bold;">Home Internet services</h2><p style="font-weight: bold;">&nbsp;</p><p>I&rsquo;m on a limited home internet plan with a data usage cap. How do I check my internet usage to make sure I don&rsquo;t go over my data limit?</p><p>The temporary lift on data usage caps (March 13-June 30, 2020) has ended and you can now visit <a href="https://www.fido.ca/myaccount">fido.ca/myaccount</a> to check internet usage for your account anytime. You can find more details <a href="https://www.fido.ca/consumer/content/internet-view-usage">here.</a></p><p>We&rsquo;ve also got helpful tips on<a href="https://www.fido.ca/consumer/content/internet-data-notifications"> data usage notifications</a> and <a href="https://www.fido.ca/consumer/content/internet-manage-usage">managing internet usage</a> . For internet packages with unlimited usage, please visit <a href="https://www.fido.ca/homeinternet">fido.ca/homeinternet</a>.</p><p style="font-weight: bold;">&nbsp;</p><h2 style="font-weight: bold;">Stores/Locations</h2><p style="font-weight: bold;">&nbsp;</p><p><strong>Are Fido stores and locations reopening soon?</strong></p><p>Fido is safely reopening stores to serve you better.</p><p>The health and safety of our customers and team members continues to be our top priority. We&rsquo;re closely monitoring the unique situations in each province and city and following guidance from your provincial governments to ensure we can safely provide essential services to Canadians when and where they need it.</p><p><a href="https://www.fido.ca/consumer/storelocator">See our Store Locator</a> for more information.</p><p style="font-weight: bold;"><strong>What measures are being taken inside Fido stores to keep customers safe?</strong></p><p>As we reopen stores in your neighbourhood, here are some of the measures in place to keep you safe:</p><ul><li>Increased cleaning of common areas</li><li>Frequent, thorough handwashing</li><li>Frequent wiping of all surfaces</li><li>Practising physical distancing &ndash; limited number of customers allowed in-store at a time</li><li>Temporarily cashless &ndash; only credit and debit cards accepted</li></ul><p>When visiting a Fido store, please follow your local and provincial government guidelines regarding wearing masks and other PPE. You can also contact your local Fido store for our most up-to-date information on in-store safety procedures.</p><p style="font-weight: bold;">&nbsp;</p><h2 style="font-weight: bold;"><a style="color:black" href="#prepaid">Prepaid</a></h2><p style="font-weight: bold;">&nbsp;</p><p style="font-weight: bold;"><strong>I am a Fido prepaid customer. Where can I go to top up my account? </strong></p><p>Customers can top-up through <a href="https://www.fido.ca/myaccount">Fido My Account online</a> online using a voucher or credit card. Alternatively, there are over 10,000 essential retail locations across Canada where you can purchase a Fido voucher, including:</p><p><strong>Grocery stores</strong></p><p>Loblaws, Provigo, Maxi, Sobeys, IGA, Super C, Metro, Walmart, No Frills, Real Canadian Superstore, Food Basics, Fresh Co, Fortinos, Zehrs, Safeway, Adonis<br /><br /><strong>Drug stores</strong></p><p>Shoppers Drug Mart, Pharmaprix, Jean Coutu, Uniprix, Proxim, Pharmachoice, Familiprix, Brunet<br /><br /><strong>Gas Stations</strong></p><p>Esso, Petro-Canada, Shell, Husky, Pioneer, Canadian Tire Gas+, Ultramar, Groupe Harnois, Chevron, Provi-Soir, MacEwen, Mobil<br /><br /><strong>Convenience stores and Others </strong></p><p>Gateway Newstands, 7-Eleven, Rabba Fine Foods, Hasty Market, Daisy Mart, Mac's, Couche-Tard, Circle K, AMDEQ, Quickie, D&eacute;panneur 7 Jours, Zesty Market, Canada Post, Boni-Soir</p><p>&nbsp;</p> corona faqs COVID Primary Teamsite_Spark 10 Support COVID-19 FAQs | Fido EN /consumer/content/covid19-faqs_EN TeamsiteArticles COVID-19 COVID-19 FAQs | Fido faqs Support corona coronavirus COVID COVID-19 Virus COVID-19 FAQs | Fido Billing & Account Management Support Fido coronavirus <h2>Delayed response to mailed inquiries</h2><p> </p><p><strong>I sent an inquiry to Fido by mail. What happens to my letter?</strong></p><p>The health and safety of our customers, employees and communities is our top priority. Due to COVID-19, many of our employees are currently working remotely with no access to our mailrooms. This means there will be a delay in our response to <strong>any letter sent to us after March 22, 2020</strong>.</p><p>If you sent us a letter recently or are thinking of writing to us, please contact us through:</p><ul><li><a href="https://www.fido.ca/consumer/contact-us/my-fido-services/live-chat">Chat</a></li><li><a href="https://www.fido.ca/consumer/contact-us/my-fido-services/call-us">Phone</a></li><li><a href="https://www.fido.ca/consumer/contact-us/my-fido-services/facebook-messenger">Facebook Messenger</a> </li><li><a href="https://www.fido.ca/consumer/contact-us/my-fido-services/twitter">Twitter</a></li><li><a href="http://www.fido.ca/community">Fido Community page</a></li><li>Other ways: <a href="https://www.fido.ca/contactus">Fido.ca/contactus</a></li></ul><p> </p><p><strong>Can I expect a response to my letter? When can I start sending mail again?</strong></p><p>Unfortunately, we’re unable to guarantee a response time given the current situation. We encourage you to use our <a href="https://www.fido.ca/consumer/myaccount-selfserve-transactions">free online services</a> if you’d like to make a payment or make changes to your account more conveniently. </p><p>For quicker response to any of your questions, please contact us through <a href="https://www.fido.ca/consumer/contact-us/my-fido-services/live-chat">chat</a>, <a href="https://www.fido.ca/consumer/contact-us/my-fido-services/call-us">phone</a>, <a href="https://www.fido.ca/consumer/contact-us/my-fido-services/facebook-messenger">Facebook Messenger</a> or <a href="https://www.fido.ca/consumer/contact-us/my-fido-services/twitter">Twitter</a>, or by visiting <a href="https://www.fido.ca/contactus">fido.ca/contactus</a>. There’s also our community page, <a href="http://www.fido.ca/community">fido.ca/community</a>, where you can get support from our helpful Fido community 24/7.</p><p> </p><p><strong>I received a message about downloading a COVID Alert app. Is this spam?</strong></p><p>No. The message is legitimate and sent on behalf of the Government of Canada.</p><p> </p><p><strong>I received a message about a COVID Alert app, encouraging me to download it. Can I get some more information about it?</strong></p><p>The message was sent on behalf of the Government of Canada. For more information please contact 1-833-784-4397 or refer to the following <a href="https://pm.gc.ca/en/news/news-releases">government website</a> for the News Release titled “New mobile app to help notify Canadians of potential COVID-19 exposure now available”</p><p> </p><p> </p><h2>Mobile/Wireless services</h2><p> </p><p><strong>Are any changes being made to the Device Return and Exchange Program?</strong></p><p>Yes. We’re making the following changes to better serve our customers:</p><ul><li>DOA (Dead On Arrival) devices can be replaced with the help of <a href="https://www.fido.ca/consumer/contact-us/my-fido-services/call-us">Technical Support</a>. </li></ul><p style="font-weight: bold;"> </p><p style="font-weight: bold;"><strong>Why have I received a message from Fido on behalf of the Government of Canada?</strong></p><p>You are currently travelling abroad and the Government of Canada has asked that we send you this message on its behalf in light of the current public health situation:</p><p><em>Fido Msg: This is a message to Canadians traveling abroad from the Government of Canada.</em></p><p><em> </em></p><p><em>Registering online will help the Government contact you: bit.ly/3b8SM5A<br />For emergency assistance, email sos@international.gc.ca or call +1 613 996 8885<br />You can also contact a Canadian embassy or consulate: bit.ly/2TXpVvo<br />You can find travel advisories here: bit.ly/2x62Uxz</em></p><p style="font-weight: bold;"> </p><p style="font-weight: bold;"><strong>Where can I get more information about the Government’s recommendations for Canadians currently travelling abroad? </strong></p><p>Please visit the links or contact the phone number in the text message you received. You can also visit the Government of Canada’s website directly at Canada.ca.</p><p style="font-weight: bold;"> </p><p style="font-weight: bold;"><strong>What can I do if I am having network connection issues?</strong></p><p style="font-weight: bold;"> </p><p>Unfortunately, network issues do happen from time to time and your cell phone service may be affected.</p><p>To find out if there’s a wireless or mobile service outage in your area, please visit the <a href="https://www.fido.ca/consumer/mobile/network-aid">NetworkAid</a> page.</p><p style="font-weight: bold;"> </p><h2 style="font-weight: bold;">Home Internet services</h2><p style="font-weight: bold;"> </p><p>I’m on a limited home internet plan with a data usage cap. How do I check my internet usage to make sure I don’t go over my data limit?</p><p>The temporary lift on data usage caps (March 13-June 30, 2020) has ended and you can now visit <a href="https://www.fido.ca/myaccount">fido.ca/myaccount</a> to check internet usage for your account anytime. You can find more details <a href="https://www.fido.ca/consumer/content/internet-view-usage">here.</a></p><p>We’ve also got helpful tips on<a href="https://www.fido.ca/consumer/content/internet-data-notifications"> data usage notifications</a> and <a href="https://www.fido.ca/consumer/content/internet-manage-usage">managing internet usage</a> . For internet packages with unlimited usage, please visit <a href="https://www.fido.ca/homeinternet">fido.ca/homeinternet</a>.</p><p style="font-weight: bold;"> </p><h2 style="font-weight: bold;">Stores/Locations</h2><p style="font-weight: bold;"> </p><p><strong>Are Fido stores and locations reopening soon?</strong></p><p>Fido is safely reopening stores to serve you better.</p><p>The health and safety of our customers and team members continues to be our top priority. We’re closely monitoring the unique situations in each province and city and following guidance from your provincial governments to ensure we can safely provide essential services to Canadians when and where they need it.</p><p><a href="https://www.fido.ca/consumer/storelocator">See our Store Locator</a> for more information.</p><p style="font-weight: bold;"><strong>What measures are being taken inside Fido stores to keep customers safe?</strong></p><p>As we reopen stores in your neighbourhood, here are some of the measures in place to keep you safe:</p><ul><li>Increased cleaning of common areas</li><li>Frequent, thorough handwashing</li><li>Frequent wiping of all surfaces</li><li>Practising physical distancing – limited number of customers allowed in-store at a time</li><li>Temporarily cashless – only credit and debit cards accepted</li></ul><p>When visiting a Fido store, please follow your local and provincial government guidelines regarding wearing masks and other PPE. You can also contact your local Fido store for our most up-to-date information on in-store safety procedures.</p><p style="font-weight: bold;"> </p><h2 style="font-weight: bold;"><a style="color:black" href="#prepaid">Prepaid</a></h2><p style="font-weight: bold;"> </p><p style="font-weight: bold;"><strong>I am a Fido prepaid customer. Where can I go to top up my account? </strong></p><p>Customers can top-up through <a href="https://www.fido.ca/myaccount">Fido My Account online</a> online using a voucher or credit card. Alternatively, there are over 10,000 essential retail locations across Canada where you can purchase a Fido voucher, including:</p><p><strong>Grocery stores</strong></p><p>Loblaws, Provigo, Maxi, Sobeys, IGA, Super C, Metro, Walmart, No Frills, Real Canadian Superstore, Food Basics, Fresh Co, Fortinos, Zehrs, Safeway, Adonis<br /><br /><strong>Drug stores</strong></p><p>Shoppers Drug Mart, Pharmaprix, Jean Coutu, Uniprix, Proxim, Pharmachoice, Familiprix, Brunet<br /><br /><strong>Gas Stations</strong></p><p>Esso, Petro-Canada, Shell, Husky, Pioneer, Canadian Tire Gas+, Ultramar, Groupe Harnois, Chevron, Provi-Soir, MacEwen, Mobil<br /><br /><strong>Convenience stores and Others </strong></p><p>Gateway Newstands, 7-Eleven, Rabba Fine Foods, Hasty Market, Daisy Mart, Mac's, Couche-Tard, Circle K, AMDEQ, Quickie, Dépanneur 7 Jours, Zesty Market, Canada Post, Boni-Soir</p><p> </p> corona coronavirus COVID COVID-19 Virus Here’s everything you need to know about COVID-19 AB BC MB NB NL NS NT NU ON PE QC SK YT COVID-19 FAQs | Fido Support /consumer/content/covid19-faqs Support Billing & Account Management customer b_Support prepaid regular /consumer/content/covid19-faqs_EN Billing & Account Management COVID Support COVID COVID-19 Virus corona coronavirus customer_care COVID-19 FAQs | Fido corona coronavirus COVID COVID-19 Virus prepaid regular Virus /consumer/content/covid19-faqs_EN /_/R-%2Fconsumer%2Fcontent%2Fconfigure-unlocked-device-guide_EN /pages/support /Fido 0 regular 776 <p>If you are using a mobile phone that you have purchased outside of Canada or from a different carrier, you should be able to use it with Fido as long as it is &ldquo;unlocked&rdquo;.</p><div class="gray-bg"><h3>Things to Know</h3><ul><li><strong>Your device must be compatible with the Fido network,</strong> which uses GSM, UMTS, HSPA and HSPA+ at 850 MHz and 1900 MHz. To access <strong>LTE</strong> network, the phone must be compatible with: <ul><li>700 MHz on Band 12;</li><li>1700/2100 MHz on Band 4;</li><li>2600 MHz on Band 7.</li></ul></li></ul><p>How to find this information? Refer to the manufacturer's official website.</p><p>If you are unsure of how to check the frequencies your device supports, try the manufacturer's official website and search for the specifications for your particular phone/smartphone model;</p><ul><li>If your device is locked, it needs to be unlocked by the original carrier it was bought from.</li><li>If your device is not compatible, consult our latest selection of <a href="/web/Fido.portal?_nfpb=true&amp;_pageLabel=devices&amp;lang=en">phones and devices;</a></li><li>To use your unlocked device, you must have an active Fido SIM card:</li></ul></div><h3>If your SIM card is already activated:</h3><ul><li>Simply insert your SIM card into your mobile phone or smartphone.</li></ul><h3>If your SIM card is not activated yet:</h3><ul><li>Activate your Fido service with one of our plans: <ul><li><a href="/web/Fido.portal?_nfpb=true&amp;_pageLabel=activation_land&amp;lang=en">Online</a></li><li>Over the phone (<strong>1-866-302-FIDO (3436)</strong>)</li><li>In a Fido store.</li></ul></li></ul><h3>To purchase a SIM card:</h3><ul><li>Visit your nearest <a href="/web/page/portal/Fido/StoreLocator">Fido store</a> or buy it <a href="/web/page/portal/Fido/SmartCard">Online</a> </li></ul><div class="support-divider-primary">&nbsp;</div><h3>Once activated, configure your device settings</h3><div class="faq-container"><div class="faq-question"><h3>How to configure an iPhone</h3><span class="action"> <em class="rui-icon-plus"></em> </span></div><div id="answer1" class="collapse"><div class="faq-answer"><ul><li>Insert your Fido SIM card and turn the iPhone on;</li><li>You will be asked to activate your phone; <ul><li>Follow the wizard on the screen to complete the activation. Activation can be done over Wi-Fi (depending on your software version) or by connecting to your computer and using iTunes.</li></ul></li><li>After you finish the activation, your iPhone will be set up properly to use the Internet on the Fido network.</li></ul></div></div></div><div class="faq-container"><div class="faq-question"><h3>How to configure an Android device</h3><span class="action"> <em class="rui-icon-plus"></em> </span></div><div id="answer2" class="collapse"><div class="faq-answer"><p>Android is available on many devices and different versions exist in the market. Some of the names and information or settings below may vary depending on the device you have. This guide was made to provide instructions on as many devices and versions of the Android OS as possible starting from Android version 2.0.</p><ul><li>Tap on <strong>Settings &gt; Wireless &amp; Networks &gt; Mobile Networks &gt; Access Point Names</strong>;</li><li>Once on the APN screen, press the <strong>Options</strong> button on the device;</li><li>Tap on <strong>New APN</strong></li><li>Enter a name into the <strong>APN Name</strong> field.</li><li>Please insert the following APN settings:<p><strong>APN Settings:</strong></p><ul><li><strong>APN:</strong> Fido-core-appl1.apn</li><li>If you have a LTE device, use the following setting: <strong>LTEMOBILE.APN</strong></li></ul><p><strong>MMS (Picture &amp; Video Messaging Settings):</strong></p><ul><li><strong> MMSC:</strong> http://mms.fido.ca</li><li><strong>MMS Proxy:</strong> 205.151.11.13</li><li><strong>MMS Port:</strong> 80</li></ul></li><li>Leave the following fields blank: <strong>Proxy, Port, User Name, Password, Server</strong></li><li>Press the Options button on your device, tap on <strong> Save</strong> in order to save the APN settings. </li><li>Restart the phone and try browsing the Internet.</li></ul><p><strong>NOTE:</strong> The created APN will show up on the APNs screen. To activate the APN, tap on the radio button located in front of APN.</p></div></div></div><div class="faq-container"><div class="faq-question"><h3>How to configure a BlackBerry device</h3><span class="action"> <em class="rui-icon-plus"></em> </span></div><div id="answer3" class="collapse"><div class="faq-answer"><p>The required BlackBerry service books will be sent to your phone, and the messaging and browser settings will be automatically configured. If the operating system is prior to OS5, set up your browser settings to use the WAP Browser.</p><ul><li>Select any browser on the home screen;</li><li>Select the <strong>Menu</strong> button, then <strong>Option</strong>;</li><li>Select <strong>General Properties</strong> then, <strong>Default Browser</strong> and <strong>WAP Browser</strong>;</li><li>To validate the OS version, go to <strong>Option</strong> then <strong>About</strong>.</li></ul><p>If you have any problems accessing the Internet on your phone, get help in the BlackBerry browser menu.</p></div></div></div><div class="faq-container"><div class="faq-question"><h3>How to configure other smartphones</h3><span class="action"> <em class="rui-icon-plus"></em> </span></div><div id="answer4" class="collapse"><div class="faq-answer"><p>Please refer to the user guide from the phone manufacturer for instructions. You might need the following information.</p><p><strong>APN Settings:</strong></p><ul><li><strong>APN:</strong> Fido-core-appl1.apn</li><li>If you have a LTE device, use the following setting: <strong>LTEMOBILE.APN</strong></li></ul><p><strong>MMS (Picture &amp; Video Messaging Settings):</strong></p><ul><li><strong> MMSC:</strong> http://mms.fido.ca</li><li><strong>MMS Proxy:</strong> 205.151.11.13</li><li><strong>MMS Port:</strong> 80</li></ul></div></div></div><div class="faq-container"><div class="faq-question"><h3>How to configure a mobile phone (non smartphone)</h3><span class="action"> <em class="rui-icon-plus"></em> </span></div><div id="answer5" class="collapse"><div class="faq-answer"><p>Please refer directly to the user guide from the phone manufacturer's for instructions. You might need the following information.</p><p><strong>WAP Settings:</strong></p><ul><li> <strong>APN:</strong> wap.fido.ca</li><li><strong>MMS Proxy:</strong> 205.151.11.11</li><li><strong>MMS Port: </strong> 80</li></ul><p><strong>Internet Settings:</strong></p><ul><li><strong>APN:</strong> internet.fido.ca</li><li><strong>MMS Proxy:</strong> 205.151.11.11</li><li><strong>MMS Port:</strong> 80</li></ul><p><strong>MMS (Picture &amp; Video Messaging Settings):</strong></p><ul><li><strong>APN:</strong> mms.fido.ca</li><li><strong>MMSC:</strong> http://mms.fido.ca</li><li><strong>MMS Proxy:</strong> 205.151.11.13</li><li><strong>MMS Port:</strong> 80</li></ul></div></div></div> How to configure an unlocked device | Fido Support how_tos roaming_travel Primary 10 Teamsite_Spark Support How to configure an unlocked device | Fido Support EN /consumer/content/configure-unlocked-device-guide_EN TeamsiteArticles How to configure an unlocked device | Fido Support roaming_travel how_tos Support How to configure an unlocked device | Fido Support Mobile Support Fido <p>If you are using a mobile phone that you have purchased outside of Canada or from a different carrier, you should be able to use it with Fido as long as it is “unlocked”.</p><div class="gray-bg"><h3>Things to Know</h3><ul><li><strong>Your device must be compatible with the Fido network,</strong> which uses GSM, UMTS, HSPA and HSPA+ at 850 MHz and 1900 MHz. To access <strong>LTE</strong> network, the phone must be compatible with: <ul><li>700 MHz on Band 12;</li><li>1700/2100 MHz on Band 4;</li><li>2600 MHz on Band 7.</li></ul></li></ul><p>How to find this information? Refer to the manufacturer's official website.</p><p>If you are unsure of how to check the frequencies your device supports, try the manufacturer's official website and search for the specifications for your particular phone/smartphone model;</p><ul><li>If your device is locked, it needs to be unlocked by the original carrier it was bought from.</li><li>If your device is not compatible, consult our latest selection of <a href="/web/Fido.portal?_nfpb=true&_pageLabel=devices&lang=en">phones and devices;</a></li><li>To use your unlocked device, you must have an active Fido SIM card:</li></ul></div><h3>If your SIM card is already activated:</h3><ul><li>Simply insert your SIM card into your mobile phone or smartphone.</li></ul><h3>If your SIM card is not activated yet:</h3><ul><li>Activate your Fido service with one of our plans: <ul><li><a href="/web/Fido.portal?_nfpb=true&_pageLabel=activation_land&lang=en">Online</a></li><li>Over the phone (<strong>1-866-302-FIDO (3436)</strong>)</li><li>In a Fido store.</li></ul></li></ul><h3>To purchase a SIM card:</h3><ul><li>Visit your nearest <a href="/web/page/portal/Fido/StoreLocator">Fido store</a> or buy it <a href="/web/page/portal/Fido/SmartCard">Online</a> </li></ul><div class="support-divider-primary"> </div><h3>Once activated, configure your device settings</h3><div class="faq-container"><div class="faq-question"><h3>How to configure an iPhone</h3><span class="action"> <em class="rui-icon-plus"></em> </span></div><div id="answer1" class="collapse"><div class="faq-answer"><ul><li>Insert your Fido SIM card and turn the iPhone on;</li><li>You will be asked to activate your phone; <ul><li>Follow the wizard on the screen to complete the activation. Activation can be done over Wi-Fi (depending on your software version) or by connecting to your computer and using iTunes.</li></ul></li><li>After you finish the activation, your iPhone will be set up properly to use the Internet on the Fido network.</li></ul></div></div></div><div class="faq-container"><div class="faq-question"><h3>How to configure an Android device</h3><span class="action"> <em class="rui-icon-plus"></em> </span></div><div id="answer2" class="collapse"><div class="faq-answer"><p>Android is available on many devices and different versions exist in the market. Some of the names and information or settings below may vary depending on the device you have. This guide was made to provide instructions on as many devices and versions of the Android OS as possible starting from Android version 2.0.</p><ul><li>Tap on <strong>Settings > Wireless & Networks > Mobile Networks > Access Point Names</strong>;</li><li>Once on the APN screen, press the <strong>Options</strong> button on the device;</li><li>Tap on <strong>New APN</strong></li><li>Enter a name into the <strong>APN Name</strong> field.</li><li>Please insert the following APN settings:<p><strong>APN Settings:</strong></p><ul><li><strong>APN:</strong> Fido-core-appl1.apn</li><li>If you have a LTE device, use the following setting: <strong>LTEMOBILE.APN</strong></li></ul><p><strong>MMS (Picture & Video Messaging Settings):</strong></p><ul><li><strong> MMSC:</strong> http://mms.fido.ca</li><li><strong>MMS Proxy:</strong> 205.151.11.13</li><li><strong>MMS Port:</strong> 80</li></ul></li><li>Leave the following fields blank: <strong>Proxy, Port, User Name, Password, Server</strong></li><li>Press the Options button on your device, tap on <strong> Save</strong> in order to save the APN settings. </li><li>Restart the phone and try browsing the Internet.</li></ul><p><strong>NOTE:</strong> The created APN will show up on the APNs screen. To activate the APN, tap on the radio button located in front of APN.</p></div></div></div><div class="faq-container"><div class="faq-question"><h3>How to configure a BlackBerry device</h3><span class="action"> <em class="rui-icon-plus"></em> </span></div><div id="answer3" class="collapse"><div class="faq-answer"><p>The required BlackBerry service books will be sent to your phone, and the messaging and browser settings will be automatically configured. If the operating system is prior to OS5, set up your browser settings to use the WAP Browser.</p><ul><li>Select any browser on the home screen;</li><li>Select the <strong>Menu</strong> button, then <strong>Option</strong>;</li><li>Select <strong>General Properties</strong> then, <strong>Default Browser</strong> and <strong>WAP Browser</strong>;</li><li>To validate the OS version, go to <strong>Option</strong> then <strong>About</strong>.</li></ul><p>If you have any problems accessing the Internet on your phone, get help in the BlackBerry browser menu.</p></div></div></div><div class="faq-container"><div class="faq-question"><h3>How to configure other smartphones</h3><span class="action"> <em class="rui-icon-plus"></em> </span></div><div id="answer4" class="collapse"><div class="faq-answer"><p>Please refer to the user guide from the phone manufacturer for instructions. You might need the following information.</p><p><strong>APN Settings:</strong></p><ul><li><strong>APN:</strong> Fido-core-appl1.apn</li><li>If you have a LTE device, use the following setting: <strong>LTEMOBILE.APN</strong></li></ul><p><strong>MMS (Picture & Video Messaging Settings):</strong></p><ul><li><strong> MMSC:</strong> http://mms.fido.ca</li><li><strong>MMS Proxy:</strong> 205.151.11.13</li><li><strong>MMS Port:</strong> 80</li></ul></div></div></div><div class="faq-container"><div class="faq-question"><h3>How to configure a mobile phone (non smartphone)</h3><span class="action"> <em class="rui-icon-plus"></em> </span></div><div id="answer5" class="collapse"><div class="faq-answer"><p>Please refer directly to the user guide from the phone manufacturer's for instructions. You might need the following information.</p><p><strong>WAP Settings:</strong></p><ul><li> <strong>APN:</strong> wap.fido.ca</li><li><strong>MMS Proxy:</strong> 205.151.11.11</li><li><strong>MMS Port: </strong> 80</li></ul><p><strong>Internet Settings:</strong></p><ul><li><strong>APN:</strong> internet.fido.ca</li><li><strong>MMS Proxy:</strong> 205.151.11.11</li><li><strong>MMS Port:</strong> 80</li></ul><p><strong>MMS (Picture & Video Messaging Settings):</strong></p><ul><li><strong>APN:</strong> mms.fido.ca</li><li><strong>MMSC:</strong> http://mms.fido.ca</li><li><strong>MMS Proxy:</strong> 205.151.11.13</li><li><strong>MMS Port:</strong> 80</li></ul></div></div></div> roaming_travel If you are using a mobile phone that you have purchased outside of Canada or from a different carrier, you should be able to use it with Fido as long as it is “unlocked”. AB BC MB NB NL NS NT NU ON PE QC SK YT How to configure an unlocked device | Fido Support Support /consumer/content/configure-unlocked-device-guide Support Mobile consumer b_Support /consumer/content/configure-unlocked-device-guide_EN regular Mobile roaming_travel Support How to configure an unlocked device | Fido Support /consumer/content/configure-unlocked-device-guide_EN regular /_/R-%2Fconsumer%2Fcontent%2Fchange-provider-text_EN /pages/support /Fido 0 regular 1581118218376 <p>Got a strange text about transferring your Fido number to another carrier? Report it at 1-866-405-8694. Here&rsquo;s what else you need to know.</p><p>When you request to port out your phone number to another carrier, you&rsquo;ll get a text from us that looks like this:</p><p><em>Fido has received a request to transfer your telephone number to another Service Provider. If you did not authorize, contact Fido urgently at <strong>1-866-405-8694</strong>.</em></p><p>If you didn&rsquo;t make this request, contact us immediately at the number above. For any other questions about your Fido services, contact us <a href="https://www.fido.ca/consumer/contact-us "><span style="text-decoration: underline;">here</span></a>.</p> Got a Text About Transferring Phone Number to Another Provider? | Fido DetailsSmartphone transfer number Wireless Primary 10 Support /consumer/content/change-provider-text_EN Wireless top_news 866, 405, 8694, 18664058694, 1-866-405-8694 port fido number port out transfer number transfer phone number Fido AB BC MB NB NL NS NT NU ON PE QC SK YT Support Got a Text About Transferring Phone Number to Another Provider? | Fido /consumer/content/change-provider-text Support customer /consumer/content/change-provider-text_EN regular Got a Text About Transferring Phone Number to Another Provider? | Fido /consumer/content/change-provider-text_EN regular transfer number top_news port fido number Teamsite_Spark Got a Text About Transferring Phone Number to Another Provider? | Fido EN Got a Text About Transferring Phone Number to Another Provider? | Fido transfer phone number TeamsiteArticles Support Got a Text About Transferring Phone Number to Another Provider? | Fido Wireless Mobile Support DetailsSmartphone port out <p>Got a strange text about transferring your Fido number to another carrier? Report it at 1-866-405-8694. Here’s what else you need to know.</p><p>When you request to port out your phone number to another carrier, you’ll get a text from us that looks like this:</p><p><em>Fido has received a request to transfer your telephone number to another Service Provider. If you did not authorize, contact Fido urgently at <strong>1-866-405-8694</strong>.</em></p><p>If you didn’t make this request, contact us immediately at the number above. For any other questions about your Fido services, contact us <a href="https://www.fido.ca/consumer/contact-us "><span style="text-decoration: underline;">here</span></a>.</p> Got a strange text about transferring your Fido number to another carrier? Report it at 1‑866‑405‑8694. 866, 405, 8694, 18664058694, 1-866-405-8694 DetailsSmartphone port fido number port out transfer number transfer phone number Wireless Mobile b_Support DetailsSmartphone Mobile Support transfer number Wireless 866, 405, 8694, 18664058694, 1-866-405-8694 port fido number port out transfer number transfer phone number customer_care 866, 405, 8694, 18664058694, 1-866-405-8694 port fido number port out transfer number transfer phone number 866, 405, 8694, 18664058694, 1-866-405-8694 /_/R-%2Fconsumer%2Fcontent%2Fpartial-prorated-charges_EN /pages/support /Fido 0 regular 811 <p><!-- <mce:script mce_src="/cms/v45/js/support-6.js" type="text/javascript"></mce:script> --></p><div><!--<h2>To get your account balance</h2>--><h2>Partial Charges</h2><p>When you change your mobile or internet plan before the end of your billing cycle, you&rsquo;ll see partial charges on your next bill. This accounts for the new plan or services you&rsquo;re now using and the old services you stopped using before your billing cycle ended.</p><p>Here&rsquo;s what you need to know about partial charges on your bill:</p><ul><li>Your monthly billing cycle starts on the billing date assigned to you, and that billing date may not be on the same date your services were activated.&nbsp;</li><li>&nbsp;Your first Fido bill will include any partial charges for services from the activation date until your assigned billing date, as well as full charges for the coming month.</li><li>If you make changes to your plan or subscribe to any add-ons (that recur monthly), you&rsquo;re charged for only those days that you&rsquo;ve subscribed to it.&nbsp;</li><li>Recurring monthly service charges will show up in the <strong>Monthly charges</strong> section of your bill, while partial charges for prorated services will be in the <strong>About your first bill</strong> or <strong>Changes since your last bill</strong> sections.</li></ul><p>Here are some examples of when you would see partial charges (if made before your next billing cycle start date):</p><ul><li>Activate an add-on</li><li>Remove an add-on</li><li>Change your plan</li></ul><p><strong>Tip: </strong>If you wish to avoid partial charges, we recommend you make any add-ons or monthly plan changes on the first day of your billing cycle.</p><h2>Final Bill</h2><p>On your final bill, you&rsquo;ll find the charges for services you used until the cancellation date of your service. If you&rsquo;re a Fido mobile customer on a term, an Early Cancellation Fee will apply if your service is cancelled before the end of your term. For more info, please refer to your Fido service agreement!</p></div><!-- /.bloc_content --><!-- /.support_6 --> Understanding partial charges on your bill | Help & Support | Fido Primary partial charges Wireless 10 Support /consumer/content/partial-prorated-charges_EN Wireless faqs Activate an add-on charges monthy bill partial charges prorated Fido monthly AB BC MB NB NL NS NT NU ON PE QC SK YT Support Understanding partial charges on your bill | Help & Support | Fido /consumer/content/partial-prorated-charges Support consumer /consumer/content/partial-prorated-charges_EN regular Understanding partial charges on your bill | Help & Support | Fido /consumer/content/partial-prorated-charges_EN regular partial charges faqs Activate an add-on Teamsite_Spark Understanding partial charges on your bill | Help & Support | Fido EN Understanding partial charges on your bill | Help & Support | Fido monthy bill TeamsiteArticles Support Understanding partial charges on your bill | Help & Support | Fido Wireless Billing & Account Management Support prorated <p><!-- <mce:script mce_src="/cms/v45/js/support-6.js" type="text/javascript"></mce:script> --></p><div><!--<h2>To get your account balance</h2>--><h2>Partial Charges</h2><p>When you change your mobile or internet plan before the end of your billing cycle, you’ll see partial charges on your next bill. This accounts for the new plan or services you’re now using and the old services you stopped using before your billing cycle ended.</p><p>Here’s what you need to know about partial charges on your bill:</p><ul><li>Your monthly billing cycle starts on the billing date assigned to you, and that billing date may not be on the same date your services were activated. </li><li> Your first Fido bill will include any partial charges for services from the activation date until your assigned billing date, as well as full charges for the coming month.</li><li>If you make changes to your plan or subscribe to any add-ons (that recur monthly), you’re charged for only those days that you’ve subscribed to it. </li><li>Recurring monthly service charges will show up in the <strong>Monthly charges</strong> section of your bill, while partial charges for prorated services will be in the <strong>About your first bill</strong> or <strong>Changes since your last bill</strong> sections.</li></ul><p>Here are some examples of when you would see partial charges (if made before your next billing cycle start date):</p><ul><li>Activate an add-on</li><li>Remove an add-on</li><li>Change your plan</li></ul><p><strong>Tip: </strong>If you wish to avoid partial charges, we recommend you make any add-ons or monthly plan changes on the first day of your billing cycle.</p><h2>Final Bill</h2><p>On your final bill, you’ll find the charges for services you used until the cancellation date of your service. If you’re a Fido mobile customer on a term, an Early Cancellation Fee will apply if your service is cancelled before the end of your term. For more info, please refer to your Fido service agreement!</p></div><!-- /.bloc_content --><!-- /.support_6 --> When you subscribe to an add-on or change your monthly price plan before the end of your bill cycle, partial charges may apply. Activate an add-on charges monthly monthy bill partial charges prorated Wireless Billing & Account Management b_Support Billing & Account Management partial charges Support Wireless Activate an add-on charges monthy bill partial charges prorated Activate an add-on charges monthy bill partial charges prorated charges /_/R-%2Fconsumer%2Fcontent%2Finternet-modem-install_EN /pages/support /Fido 0 regular 511 <p>You can get up and running with your new Fido modem and WiFi in just minutes. No matter your Fido modem model, just follow the easy steps below.</p><p><embed width="560" height="315" src="https://www.youtube.com/embed/3KSvq_Kv56o?rel=0"></embed></p><p><strong>Before you start</strong>:</p><p>Make sure you pick the best spot for your modem:</p><ul><li>Choose a central location that&rsquo;s close to where you access WiFi the most.</li><li>Keep it visible! Avoid placing it inside or behind cabinets or furniture.</li><li>Maintain space from appliances, electronics and metal, concrete, or glass.</li><li>Keep the modem upright and elevated on a shelf or table.</li></ul><p><strong>Connecting your modem:</strong></p><p>To get started, remove the modem from the protective packaging, including any plastic film that may be covering modem vents or panels.</p><ol><li>Plug your Fido modem coax cable to a coax wall socket (the connector looks like a circle with a dot in it).</li><li>Plug your modem into a power source. Use the power cord provided.</li><li>Your modem's indicator lights will begin to turn on. The modem will be online in just a few minutes, once the @ symbol located on the front of the modem stops flashing and remains lit.</li></ol><p><strong>Set up your home WiFi network</strong> (Use your smartphone, tablet or computer to get started with Fido Easy Connect):</p><p><strong>Tip</strong>: If you've already set up your devices to connect to a particular WiFi network name and password, you can apply these to your new modem.</p><ol><li>Make sure that&nbsp;your <a href="https://www.fido.ca/consumer/content/internet-connect-devices">device&rsquo;s WiFi is turned on&nbsp;</a>(usually through a Settings or Connections option).</li><li>Check for available WiFi networks and connect to the one named Fido*****-EasyConnect (the asterisks are just the last digits of the serial number labelled on your modem).</li><li>Open a web browser and follow the simple steps on-screen to test your modem connection and customize your home WiFi network names and password.</li></ol><p>Your device will disconnect to finalize the setup.<br /><br />Don&rsquo;t forget, you&rsquo;ll want to update any devices you have set to automatically connect to your old WiFi network names and passwords.&nbsp;</p><p><strong>Optional steps:</strong></p><p><strong>Connecting directly to your modem: </strong>You can connect a gaming console or any device with an Ethernet port directly to your modem using the Ethernet cable provided.<br /> <strong><br />Sharing a coax outlet: </strong>If you want to use one coax outlet for both your modem and a TV, use the coax splitter with the additional coax cable provided to connect your modem.<strong><br /></strong></p><p><strong>Want to customize your settings manually or change your password?</strong></p><p>If you prefer to manually customize your settings instead of using Fido Easy Connect, or if you want to change your password in the future,&nbsp;<a href="https://www.fido.ca/consumer/content/internet-change-wifi">check out the steps here.</a></p> Easy install - How to set up Fido modem and WiFi | Fido Support DetailsWirelessGateway Fido modem Hitron Modem Primary 10 Support /consumer/content/internet-modem-install_EN Hitron Modem how_tos Fido modem self install self installation wifi WiFi Fido AB BC MB NB NL NS NT NU ON PE QC SK YT Easy install - How to set up Fido modem and WiFi | Fido Support Support /consumer/content/internet-modem-install Support customer /consumer/content/internet-modem-install_EN regular InstallationAndSetUp Easy install - How to set up Fido modem and WiFi | Fido Support LifeCycleStage /consumer/content/internet-modem-install_EN regular Fido modem how_tos wifi Teamsite_Spark Easy install - How to set up Fido modem and WiFi | Fido Support EN Easy install - How to set up Fido modem and WiFi | Fido Support WiFi TeamsiteArticles Support Easy install - How to set up Fido modem and WiFi | Fido Support Modem Internet Support DetailsWirelessGateway self installation <p>You can get up and running with your new Fido modem and WiFi in just minutes. No matter your Fido modem model, just follow the easy steps below.</p><p><embed width="560" height="315" src="https://www.youtube.com/embed/3KSvq_Kv56o?rel=0"></embed></p><p><strong>Before you start</strong>:</p><p>Make sure you pick the best spot for your modem:</p><ul><li>Choose a central location that’s close to where you access WiFi the most.</li><li>Keep it visible! Avoid placing it inside or behind cabinets or furniture.</li><li>Maintain space from appliances, electronics and metal, concrete, or glass.</li><li>Keep the modem upright and elevated on a shelf or table.</li></ul><p><strong>Connecting your modem:</strong></p><p>To get started, remove the modem from the protective packaging, including any plastic film that may be covering modem vents or panels.</p><ol><li>Plug your Fido modem coax cable to a coax wall socket (the connector looks like a circle with a dot in it).</li><li>Plug your modem into a power source. Use the power cord provided.</li><li>Your modem's indicator lights will begin to turn on. The modem will be online in just a few minutes, once the @ symbol located on the front of the modem stops flashing and remains lit.</li></ol><p><strong>Set up your home WiFi network</strong> (Use your smartphone, tablet or computer to get started with Fido Easy Connect):</p><p><strong>Tip</strong>: If you've already set up your devices to connect to a particular WiFi network name and password, you can apply these to your new modem.</p><ol><li>Make sure that your <a href="https://www.fido.ca/consumer/content/internet-connect-devices">device’s WiFi is turned on </a>(usually through a Settings or Connections option).</li><li>Check for available WiFi networks and connect to the one named Fido*****-EasyConnect (the asterisks are just the last digits of the serial number labelled on your modem).</li><li>Open a web browser and follow the simple steps on-screen to test your modem connection and customize your home WiFi network names and password.</li></ol><p>Your device will disconnect to finalize the setup.<br /><br />Don’t forget, you’ll want to update any devices you have set to automatically connect to your old WiFi network names and passwords. </p><p><strong>Optional steps:</strong></p><p><strong>Connecting directly to your modem: </strong>You can connect a gaming console or any device with an Ethernet port directly to your modem using the Ethernet cable provided.<br /> <strong><br />Sharing a coax outlet: </strong>If you want to use one coax outlet for both your modem and a TV, use the coax splitter with the additional coax cable provided to connect your modem.<strong><br /></strong></p><p><strong>Want to customize your settings manually or change your password?</strong></p><p>If you prefer to manually customize your settings instead of using Fido Easy Connect, or if you want to change your password in the future, <a href="https://www.fido.ca/consumer/content/internet-change-wifi">check out the steps here.</a></p> This installation guide outlines the easy steps to set up your internet modem and home WiFi. DetailsWirelessGateway Fido modem Hitron Modem self install self installation wifi WiFi CGN3AMF Internet b_Support CGN3AMF DetailsWirelessGateway Fido modem Hitron Internet Modem Support Fido modem WiFi self install self installation wifi customer_care Fido modem self install self installation wifi WiFi CGN3AMF self install /_/R-%2Fconsumer%2Fcontent%2Frepair-faq_EN /pages/support /Fido 0 device repair regular 1571245257174 Phone Repair & Courtesy Phones - Fido <p>From on-device diagnostics to courtesy phones, the Fido Repair Program helps you stay connected if something unexpected happens to your device.</p><p>&nbsp;</p><div class="hidden-xs" style="background-color: white;padding: 10px 20px 20px 20px;border-radius: 3px;box-shadow: 0 1px 4.9px 0px rgba(0,0,0,0.25)"><div><h2 style="font-weight: 700;">STAY CONNECTED WITH THE FIDO REPAIR ONLINE</h2></div><div><br /> <ul style="font-size: 15px;font-weight: 400;"><li> Initiate and keep track of your phone repair 24/7 </li><li> Due to COVID-19, only a few stores remain open for essential services. Please start your repair online or through technical support </li><li> Receive a courtesy phone at no charge while your mobile phone is being repaired </li></ul></div><div><button class="btn btn-primary" style="background-color: #FEE600;color: black;font-weight: 600;margin-top: 12px;"> <a style="color: black" href="https://www.fido.ca/pages/?icid=ba-supottx-sshp1fcsup-03272029#/myaccount/repair-claim"> GO TO REPAIR PROGRAM </a> </button></div></div><div class="visible-xs" style="background-color: white; padding: 10px 36px 20px 36px;border-radius: 3px;box-shadow: 0 1px 4.9px 0px rgba(0,0,0,0.25)"><div><h2 style="font-weight: 700;font-size: 20px;">STAY CONNECTED WITH THE FIDO REPAIR ONLINE</h2></div><div><br /> <ul style="font-size: 15px;font-weight: 400;"><li style="line-height: 1.6;"> Initiate and keep track of your phone repair 24/7 </li><li style="line-height: 1.6;"> Due to COVID-19, only a few stores remain open for essential services. Please start your repair online or through technical support </li><li style="line-height: 1.6;"> Receive a courtesy phone at no charge while your mobile phone is being repaired </li></ul></div><div><button class="btn btn-primary" style="background-color: #fee600; color: black; font-weight: 600; margin-top: 14px; width: 100%;"> <a style="color: black" href="https://www.fido.ca/pages/?icid=ba-supottx-sshp1fcsup-03272029#/myaccount/repair-claim"> GO TO REPAIR PROGRAM </a> </button></div></div><p>&nbsp;</p><p><strong>With the Fido Repair Program, you'll get:</strong></p><p>&nbsp;</p><ul><li><strong>Speedy walk-in repairs:</strong> Samsung, LG, Huawei and Google devices can be repaired in hours, not days, withour walk-in service at select locations.</li><li><strong>Real-time tracking:</strong>&nbsp; Keep track of the progress of your repair 24/7.&nbsp; We'll also send you notifications to ensure you can monitor your device repair every step of the way.</li><li><strong>Constant connectivity:</strong>&nbsp; Access to a courtesy phone, so you can stay connected while your device is under repair.</li><li><strong>Device Toolbox:</strong>&nbsp; On-device diagnostics and helpful information to prevent or resolve many common issues.</li></ul><div><br /></div><div><strong>I have a problem with my device.&nbsp; Where do I begin?</strong></div><div><br /></div><div><table border="1"><tbody><tr><td style="padding: 15px;"><strong>Device</strong></td><td style="padding: 15px;"><strong>What to do next</strong></td><td style="padding: 15px;"><strong>What to expect</strong></td></tr><tr><td style="padding: 15px;">&nbsp;Smartphones</td><td style="padding: 15px;"><p>Start with the <strong>Device Toolbox:</strong> the online troubleshooting and repair process within the <a title="Using My Account Mobile App" href="https://www.fido.ca/consumer/content/using-My-Account-mobile-app" target="_blank">Fido My Account App</a></p><p>Additionally, we also offer a <a title="Repair Portal" href="https://www.fido.ca/pages/?icid=tl-supmbctx-rmpd-fcwrls-1022199#/myaccount/repair-claim">Repair Portal</a> where you can initiate and track your repair.</p><p>You can also reach out to our technical support experts or visit your local <a title="Store Locator" href="https://www.fido.ca/consumer/storelocator" target="_blank">Fido store</a></p><p>Your proof of purchase or receipt may be required to verifiy warranty eligibility.&nbsp;</p></td><td style="padding: 15px;"><p>A diagnostic test will be performed to assess the condition of the device and battery.&nbsp;</p><p>Common issues may be resolved with with helpful tips</p><p>Based on your device model and warranty eligibility, you'll receive recommendations or solutions</p><p>Defective device? You'll receive instructions to submit for repair:</p><p><strong>Walk-in repair:</strong>&nbsp; typically takes a few hours in a select location.</p><p><strong>Mail-in repair:</strong>&nbsp; Mail-in from your location or from a store.&nbsp; Repairs typically take 1-2 weeks.</p></td></tr><tr><td style="padding: 15px;">Tablets, Rocket Sticks, Hubs, And Wireless Home Phones</td><td style="padding: 15px;"><a title="Contact Us" href="https://www.fido.ca/contactus" target="_blank">Contact</a> customer service</td><td style="padding: 15px;"><p>Troubleshooting</p><p>Based on your device model and warranty eligibility, you'll receive recommendations or solutions.</p><p>If defective, the device will be replaced under warranty with a <a title="Certified Pre-Owned Devices" href="https://www.fido.ca/consumer/content/certified-pre-owned" target="_blank">certified pre-owned</a> unit.</p><p>&nbsp;</p></td></tr></tbody></table></div><div><br /></div><div><strong>Keep in mind, before starting a repair you should:</strong></div><div><ul><li>Backup all personal data.&nbsp; All data will be erased during the repair process.</li><li>Erase your data to help protect it.</li><li>Remove all security locks and passcodes.</li><li>Remove the SIM card and all accessories (e.g. phone case, memory card) as they will not be returned and a credit will not be issued for these items.</li><li>Check your email regularly or go online for updates.</li><li>During the repair, you are still responsible for all monthly service fees.&nbsp; We offer courtesy phones to help you stay connected while your device is under repair.</li></ul></div><div><br /></div><div><strong>How does Device Toolbox work?</strong></div><div><br /></div><div>Our on-device diagnostics will run a series of tests and offer helpful information to prevent or resolve many common issues.</div><div><br /></div><div>If you're troubleshooting with our Technical Support experts, you can opt in an dallow them to view specific information about your device:</div><div><ul><li>Battery</li><li>Storage</li><li>Connectivity</li><li>Data</li><li>Service</li></ul></div><div><br /></div><div><strong>How does the on-device diagnostic affect my privacy?</strong></div><div><br /></div><div>Your privacy is of paramount concern to us: no photos, media, contacts or other information will be shared.&nbsp; Please visit our <a title="Privacy Policy" href="https://www.fido.ca/consumer/terms/privacy-policy" target="_blank">Fido Privacy Policy</a> for more information.</div><div><br /></div><div><strong>How do I get started with the Device Toolbox?</strong></div><div><br /></div><div>To get started, download the <a title="Using Fido My Account Mobile App" href="https://www.fido.ca/consumer/content/using-My-Account-mobile-app" target="_blank">Fido My Account App</a> to your device via the App Store or Google Play Store and follow the steps.</div><div><br /></div><div><br /></div><div><strong>My device doesn't show up in the list, how do I get it serviced?</strong></div><div><br /></div><div>The repair program supports devices purchased and activated on the Fido network.&nbsp; If your device is not listed above, <a title="Contact Us" href="https://www.fido.ca/contactus" target="_blank">contact us</a> and provide the agent with your device's IMEI so we can activate it on your wireless account.</div><div><br /></div><div><br /></div><div><strong>How does the walk-in repair option work?</strong></div><div><br /></div><div><ul><li>If you go through the repair process online or through technical support, and the issue cannot be resolved through troubleshooting, you can get a referral to a walk-in repair location that's convenient for you. <ul><li>The repair typically takes a few hours.</li><li>You can access a courtesy phone from a nearby <a title="Store Locator" href="https://www.fido.ca/consumer/storelocator" target="_blank">Fido store</a> should you need a loaner device while yours is being repaired.</li></ul></li></ul><ul><li>Once received, the walk-in repair specialists will inspect the device. <ul><li>If the device is under warranty, they will complete the repair at no charge.</li><li>If out of warranty, we will contact you with the repair quote for you to accept or reject the charges.</li><li>An estimate fee still applies if the repair charges are rejected.</li></ul></li></ul></div><div><ul><li>After the repair is completed, you'll receive an email notification to pick up your device.</li></ul></div><div><br /></div><div><br /></div><div><strong>How does the mail in repair option work?</strong></div><div><br /></div><div><ul><li>If you go through the repair process online or through technical support, and the issue cannot be resolved through troubleshooting, you will receive a shipping waybill and instructions on how to send in your device for repair.&nbsp; Alternatively, you can take it to a store to have it processed and mailed to the repair facility. <ul><li>The process usually takes 1-2 weeks.</li><li>A courtesy phone can be shipped to you should you need a device to use in the meantime.</li><li>If your dropped off your defective device at a Fido store, you can also pick up a courtesy phone from there depending on availability.</li></ul></li></ul><div><ul><li>Once received, the repair facility will inspect the device. <ul><li>If the device is under warranty, they will complete the repair at no charge.</li><li>If our of warranty, we will contact you with the repair quote for you to accept or reject the charges.</li><li>An estimate fee still applies if the repair charges are rejected.</li></ul></li></ul><div><ul><li>After the repair is completed, the device will be returned directly to you or to the drop-off location, depending on where it was sent. </li></ul></div><div><br /></div><div><strong>How do I track my repair and stay notified?</strong></div></div><div><br /></div><div>You can initiate and track your repair via the <a title="Repair Portal" href="https://www.fido.ca/pages/?icid=tl-supmbctx-rmpd-fcwrls-1022199#/myaccount/repair-claim " target="_blank">Repair Portal</a>, at a <a title="Store Locator" href="https://www.fido.ca/consumer/storelocator" target="_blank">Fido Store</a>, or by <a title="Contact Us" href="https://www.fido.ca/contactus" target="_blank">contacting</a> customer service.</div><div><br /></div><div>When starting the repair, make sure your enter the correct contact information so you can receive status notifications.<br /></div></div><div><br /></div><div><br /></div><div><strong>How do I return my courtesy phone?</strong></div><div><br /></div><div>Please return the courtesy phone to the <a title="Store Locator" href="https://www.fido.ca/consumer/storelocator" target="_blank">Fido Store</a> from where you received it.&nbsp; If it had been shipped directly to you, please return it using the same kit.&nbsp; If the courtesy phone is not returned within 14 days of receiving your repaired device, a Non-Return Fee will apply.</div><div><br /></div><div><br /></div><div><strong>What are the costs associated with a repair?</strong></div><div><br /></div><div><br /></div><div>An in-warranty repair is free.</div><div><br /></div><div>However, costs may be incurred for the following:</div><div><br /></div><div><ul><li>If the device is out of warranty: <ul><li>A Repair Estimate Fee will apply.</li><li>If your choose to accept the repair quote, the repair fee will be charged and the Repair Estimate Fee will not apply in this case.</li></ul></li><li>If the courtesy phone has been returned in a locked, unusable state or damaged by physical impact, submersion or unauthorized software modifications, then a fee will apply.</li><li>If the courtesy phone is lost or stolen, a Non-Return Fee will apply. Courtesy phones must be returned within 14 days of receiving your repaired device.</li><li>A deposit may be required for prepaid and Credit Limit Monitoring (CLM) customers.</li></ul><div><a title="Device Warranty" href="https://www.fido.ca/consumer/content/device-warranty" target="_blank"><br /></a></div><a title="Device Warranty" href="https://www.fido.ca/consumer/content/device-warranty" target="_blank"> </a><div><a title="Device Warranty" href="https://www.fido.ca/consumer/content/device-warranty" target="_blank">About the Warranty</a></div><div><br /></div><div><strong>What warranty comes with my phone?&nbsp; How do I know my phone is still under warranty?</strong></div><div><br /></div><div><strong>New Devices</strong></div><div>Warranties vary by manufacturer but most are supported for a period of up to twelve (12) months from the original date of purchase provided that products are free from workmanship or material defect caused by misuse.</div><div><br /></div><div><strong>Certified Pre-Owned Devices</strong></div><div>Refer to the certified pre-owned page for warranty information.</div><div><br /></div><div>If the device is experiencing an issue within the first 15 days of purchase, simply contact the place of purchase for troubleshooting.&nbsp; If the device is defective, you may be eligible for a replacement.</div><div><br /></div><div>Check your warranty status</div><div><br /></div><div><strong>What is covered by the warranty?</strong></div><div><br /></div><div>Ultimately, warranty eligibility is determined by the manufacturer based on their assessment.</div><div><br /></div><div>A device is typically considered out of warranty if any one of the following conditions are met:</div><div><ul><li>Device was purchased beyond the warranty period (i.e. the warranty is 12 months and the device was purchased 15 months ago)</li><li>The device was subject to damage from physical impact or submersion.</li><li>Unauthorized software modifications such as rooting have been made to the device.</li></ul></div><div><br /></div><div><strong>What should I do if I have an out-of-warranty or damaged phone?</strong></div><div><br /></div><div>Even if your phone is not covered by the manufacturer's warranty, you can still send it in for repair.&nbsp; An estimate fee will apply and a quote to complete the repair will be provided to you.&nbsp; If you choose to accept the quote and proceed with the repair, the estimate fee will not be charged, only the repair charge will apply.</div><div><br /></div><div><strong>Related Articles:</strong></div><div><br /></div><div><a title="Device Protection and Apple Care FAQ" href="https://www.fido.ca/consumer/content/device-protection">Learn about Device Protection and Apple Care for added protection</a></div><div><br /></div><div><br /></div></div><div><br /></div><div><br /></div> repair program faqs device repair Primary Teamsite_Spark 10 Support Phone Repair & Courtesy Phones - Fido EN /consumer/content/repair-faq_EN TeamsiteArticles Phone Repair & Courtesy Phones - Fido faqs Support device repair phone repair repair program Phone Repair & Courtesy Phones - Fido Mobile Support Fido phone repair <p>From on-device diagnostics to courtesy phones, the Fido Repair Program helps you stay connected if something unexpected happens to your device.</p><p> </p><div class="hidden-xs" style="background-color: white;padding: 10px 20px 20px 20px;border-radius: 3px;box-shadow: 0 1px 4.9px 0px rgba(0,0,0,0.25)"><div><h2 style="font-weight: 700;">STAY CONNECTED WITH THE FIDO REPAIR ONLINE</h2></div><div><br /> <ul style="font-size: 15px;font-weight: 400;"><li> Initiate and keep track of your phone repair 24/7 </li><li> Due to COVID-19, only a few stores remain open for essential services. Please start your repair online or through technical support </li><li> Receive a courtesy phone at no charge while your mobile phone is being repaired </li></ul></div><div><button class="btn btn-primary" style="background-color: #FEE600;color: black;font-weight: 600;margin-top: 12px;"> <a style="color: black" href="https://www.fido.ca/pages/?icid=ba-supottx-sshp1fcsup-03272029#/myaccount/repair-claim"> GO TO REPAIR PROGRAM </a> </button></div></div><div class="visible-xs" style="background-color: white; padding: 10px 36px 20px 36px;border-radius: 3px;box-shadow: 0 1px 4.9px 0px rgba(0,0,0,0.25)"><div><h2 style="font-weight: 700;font-size: 20px;">STAY CONNECTED WITH THE FIDO REPAIR ONLINE</h2></div><div><br /> <ul style="font-size: 15px;font-weight: 400;"><li style="line-height: 1.6;"> Initiate and keep track of your phone repair 24/7 </li><li style="line-height: 1.6;"> Due to COVID-19, only a few stores remain open for essential services. Please start your repair online or through technical support </li><li style="line-height: 1.6;"> Receive a courtesy phone at no charge while your mobile phone is being repaired </li></ul></div><div><button class="btn btn-primary" style="background-color: #fee600; color: black; font-weight: 600; margin-top: 14px; width: 100%;"> <a style="color: black" href="https://www.fido.ca/pages/?icid=ba-supottx-sshp1fcsup-03272029#/myaccount/repair-claim"> GO TO REPAIR PROGRAM </a> </button></div></div><p> </p><p><strong>With the Fido Repair Program, you'll get:</strong></p><p> </p><ul><li><strong>Speedy walk-in repairs:</strong> Samsung, LG, Huawei and Google devices can be repaired in hours, not days, withour walk-in service at select locations.</li><li><strong>Real-time tracking:</strong> Keep track of the progress of your repair 24/7. We'll also send you notifications to ensure you can monitor your device repair every step of the way.</li><li><strong>Constant connectivity:</strong> Access to a courtesy phone, so you can stay connected while your device is under repair.</li><li><strong>Device Toolbox:</strong> On-device diagnostics and helpful information to prevent or resolve many common issues.</li></ul><div><br /></div><div><strong>I have a problem with my device. Where do I begin?</strong></div><div><br /></div><div><table border="1"><tbody><tr><td style="padding: 15px;"><strong>Device</strong></td><td style="padding: 15px;"><strong>What to do next</strong></td><td style="padding: 15px;"><strong>What to expect</strong></td></tr><tr><td style="padding: 15px;"> Smartphones</td><td style="padding: 15px;"><p>Start with the <strong>Device Toolbox:</strong> the online troubleshooting and repair process within the <a title="Using My Account Mobile App" href="https://www.fido.ca/consumer/content/using-My-Account-mobile-app" target="_blank">Fido My Account App</a></p><p>Additionally, we also offer a <a title="Repair Portal" href="https://www.fido.ca/pages/?icid=tl-supmbctx-rmpd-fcwrls-1022199#/myaccount/repair-claim">Repair Portal</a> where you can initiate and track your repair.</p><p>You can also reach out to our technical support experts or visit your local <a title="Store Locator" href="https://www.fido.ca/consumer/storelocator" target="_blank">Fido store</a></p><p>Your proof of purchase or receipt may be required to verifiy warranty eligibility. </p></td><td style="padding: 15px;"><p>A diagnostic test will be performed to assess the condition of the device and battery. </p><p>Common issues may be resolved with with helpful tips</p><p>Based on your device model and warranty eligibility, you'll receive recommendations or solutions</p><p>Defective device? You'll receive instructions to submit for repair:</p><p><strong>Walk-in repair:</strong> typically takes a few hours in a select location.</p><p><strong>Mail-in repair:</strong> Mail-in from your location or from a store. Repairs typically take 1-2 weeks.</p></td></tr><tr><td style="padding: 15px;">Tablets, Rocket Sticks, Hubs, And Wireless Home Phones</td><td style="padding: 15px;"><a title="Contact Us" href="https://www.fido.ca/contactus" target="_blank">Contact</a> customer service</td><td style="padding: 15px;"><p>Troubleshooting</p><p>Based on your device model and warranty eligibility, you'll receive recommendations or solutions.</p><p>If defective, the device will be replaced under warranty with a <a title="Certified Pre-Owned Devices" href="https://www.fido.ca/consumer/content/certified-pre-owned" target="_blank">certified pre-owned</a> unit.</p><p> </p></td></tr></tbody></table></div><div><br /></div><div><strong>Keep in mind, before starting a repair you should:</strong></div><div><ul><li>Backup all personal data. All data will be erased during the repair process.</li><li>Erase your data to help protect it.</li><li>Remove all security locks and passcodes.</li><li>Remove the SIM card and all accessories (e.g. phone case, memory card) as they will not be returned and a credit will not be issued for these items.</li><li>Check your email regularly or go online for updates.</li><li>During the repair, you are still responsible for all monthly service fees. We offer courtesy phones to help you stay connected while your device is under repair.</li></ul></div><div><br /></div><div><strong>How does Device Toolbox work?</strong></div><div><br /></div><div>Our on-device diagnostics will run a series of tests and offer helpful information to prevent or resolve many common issues.</div><div><br /></div><div>If you're troubleshooting with our Technical Support experts, you can opt in an dallow them to view specific information about your device:</div><div><ul><li>Battery</li><li>Storage</li><li>Connectivity</li><li>Data</li><li>Service</li></ul></div><div><br /></div><div><strong>How does the on-device diagnostic affect my privacy?</strong></div><div><br /></div><div>Your privacy is of paramount concern to us: no photos, media, contacts or other information will be shared. Please visit our <a title="Privacy Policy" href="https://www.fido.ca/consumer/terms/privacy-policy" target="_blank">Fido Privacy Policy</a> for more information.</div><div><br /></div><div><strong>How do I get started with the Device Toolbox?</strong></div><div><br /></div><div>To get started, download the <a title="Using Fido My Account Mobile App" href="https://www.fido.ca/consumer/content/using-My-Account-mobile-app" target="_blank">Fido My Account App</a> to your device via the App Store or Google Play Store and follow the steps.</div><div><br /></div><div><br /></div><div><strong>My device doesn't show up in the list, how do I get it serviced?</strong></div><div><br /></div><div>The repair program supports devices purchased and activated on the Fido network. If your device is not listed above, <a title="Contact Us" href="https://www.fido.ca/contactus" target="_blank">contact us</a> and provide the agent with your device's IMEI so we can activate it on your wireless account.</div><div><br /></div><div><br /></div><div><strong>How does the walk-in repair option work?</strong></div><div><br /></div><div><ul><li>If you go through the repair process online or through technical support, and the issue cannot be resolved through troubleshooting, you can get a referral to a walk-in repair location that's convenient for you. <ul><li>The repair typically takes a few hours.</li><li>You can access a courtesy phone from a nearby <a title="Store Locator" href="https://www.fido.ca/consumer/storelocator" target="_blank">Fido store</a> should you need a loaner device while yours is being repaired.</li></ul></li></ul><ul><li>Once received, the walk-in repair specialists will inspect the device. <ul><li>If the device is under warranty, they will complete the repair at no charge.</li><li>If out of warranty, we will contact you with the repair quote for you to accept or reject the charges.</li><li>An estimate fee still applies if the repair charges are rejected.</li></ul></li></ul></div><div><ul><li>After the repair is completed, you'll receive an email notification to pick up your device.</li></ul></div><div><br /></div><div><br /></div><div><strong>How does the mail in repair option work?</strong></div><div><br /></div><div><ul><li>If you go through the repair process online or through technical support, and the issue cannot be resolved through troubleshooting, you will receive a shipping waybill and instructions on how to send in your device for repair. Alternatively, you can take it to a store to have it processed and mailed to the repair facility. <ul><li>The process usually takes 1-2 weeks.</li><li>A courtesy phone can be shipped to you should you need a device to use in the meantime.</li><li>If your dropped off your defective device at a Fido store, you can also pick up a courtesy phone from there depending on availability.</li></ul></li></ul><div><ul><li>Once received, the repair facility will inspect the device. <ul><li>If the device is under warranty, they will complete the repair at no charge.</li><li>If our of warranty, we will contact you with the repair quote for you to accept or reject the charges.</li><li>An estimate fee still applies if the repair charges are rejected.</li></ul></li></ul><div><ul><li>After the repair is completed, the device will be returned directly to you or to the drop-off location, depending on where it was sent. </li></ul></div><div><br /></div><div><strong>How do I track my repair and stay notified?</strong></div></div><div><br /></div><div>You can initiate and track your repair via the <a title="Repair Portal" href="https://www.fido.ca/pages/?icid=tl-supmbctx-rmpd-fcwrls-1022199#/myaccount/repair-claim " target="_blank">Repair Portal</a>, at a <a title="Store Locator" href="https://www.fido.ca/consumer/storelocator" target="_blank">Fido Store</a>, or by <a title="Contact Us" href="https://www.fido.ca/contactus" target="_blank">contacting</a> customer service.</div><div><br /></div><div>When starting the repair, make sure your enter the correct contact information so you can receive status notifications.<br /></div></div><div><br /></div><div><br /></div><div><strong>How do I return my courtesy phone?</strong></div><div><br /></div><div>Please return the courtesy phone to the <a title="Store Locator" href="https://www.fido.ca/consumer/storelocator" target="_blank">Fido Store</a> from where you received it. If it had been shipped directly to you, please return it using the same kit. If the courtesy phone is not returned within 14 days of receiving your repaired device, a Non-Return Fee will apply.</div><div><br /></div><div><br /></div><div><strong>What are the costs associated with a repair?</strong></div><div><br /></div><div><br /></div><div>An in-warranty repair is free.</div><div><br /></div><div>However, costs may be incurred for the following:</div><div><br /></div><div><ul><li>If the device is out of warranty: <ul><li>A Repair Estimate Fee will apply.</li><li>If your choose to accept the repair quote, the repair fee will be charged and the Repair Estimate Fee will not apply in this case.</li></ul></li><li>If the courtesy phone has been returned in a locked, unusable state or damaged by physical impact, submersion or unauthorized software modifications, then a fee will apply.</li><li>If the courtesy phone is lost or stolen, a Non-Return Fee will apply. Courtesy phones must be returned within 14 days of receiving your repaired device.</li><li>A deposit may be required for prepaid and Credit Limit Monitoring (CLM) customers.</li></ul><div><a title="Device Warranty" href="https://www.fido.ca/consumer/content/device-warranty" target="_blank"><br /></a></div><a title="Device Warranty" href="https://www.fido.ca/consumer/content/device-warranty" target="_blank"> </a><div><a title="Device Warranty" href="https://www.fido.ca/consumer/content/device-warranty" target="_blank">About the Warranty</a></div><div><br /></div><div><strong>What warranty comes with my phone? How do I know my phone is still under warranty?</strong></div><div><br /></div><div><strong>New Devices</strong></div><div>Warranties vary by manufacturer but most are supported for a period of up to twelve (12) months from the original date of purchase provided that products are free from workmanship or material defect caused by misuse.</div><div><br /></div><div><strong>Certified Pre-Owned Devices</strong></div><div>Refer to the certified pre-owned page for warranty information.</div><div><br /></div><div>If the device is experiencing an issue within the first 15 days of purchase, simply contact the place of purchase for troubleshooting. If the device is defective, you may be eligible for a replacement.</div><div><br /></div><div>Check your warranty status</div><div><br /></div><div><strong>What is covered by the warranty?</strong></div><div><br /></div><div>Ultimately, warranty eligibility is determined by the manufacturer based on their assessment.</div><div><br /></div><div>A device is typically considered out of warranty if any one of the following conditions are met:</div><div><ul><li>Device was purchased beyond the warranty period (i.e. the warranty is 12 months and the device was purchased 15 months ago)</li><li>The device was subject to damage from physical impact or submersion.</li><li>Unauthorized software modifications such as rooting have been made to the device.</li></ul></div><div><br /></div><div><strong>What should I do if I have an out-of-warranty or damaged phone?</strong></div><div><br /></div><div>Even if your phone is not covered by the manufacturer's warranty, you can still send it in for repair. An estimate fee will apply and a quote to complete the repair will be provided to you. If you choose to accept the quote and proceed with the repair, the estimate fee will not be charged, only the repair charge will apply.</div><div><br /></div><div><strong>Related Articles:</strong></div><div><br /></div><div><a title="Device Protection and Apple Care FAQ" href="https://www.fido.ca/consumer/content/device-protection">Learn about Device Protection and Apple Care for added protection</a></div><div><br /></div><div><br /></div></div><div><br /></div><div><br /></div> device repair phone repair repair program Problems with your cell phone? Learn more about the Fido Repair program — including loaner phones, quick walk-in repairs, and on-device diagnostics. 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