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Cellular Phone Forum / Providers / Fido / February 2005Fido billing and technical issues...need your advice.
You guys help me out....a bit long but I'm desperate Signed up for that $25 unlimited incoming call + free cell phone plan at the end of January. My first bill cycle only covers the first 4 days of service and they are already billing me $20 of GPRS internet access that I swear to god I haven't used. Fido's CS claimed that I must've pressed the wrong buttons ($20 worth in 4 days) or I am lying. QUESTION 1: I have a Sony Ericsson phone, I stayed the hell away from the connection/internet option since day 1. But are there other features that can count as GPRS access? I talked to FIDO's CS...they basically told me "we charge you GPRS on any function that connects to the internet"...well, which is? QUESTION 2+: They argued that their billing system is fool-proof. Is this true? Can it be my phone's problem or somebody stealing my phone service? I can't really imagine I've used any GPRS access unless I was drunk. Another thing is I've been getting at least two dozen unknown text messages since DAY 1...and getting charged for them too. I called them a week after I activated the service. The CSR says she can't possibly do anything and gave me the brush off (sadly for me, she didn't even bother noting our conversation). Today, I called and talked to another CSR and he told me I must've signed up for some online mailing list or whatever. I've only given my number to my dad, I don't think he would've signed me up for some online mailing list and I already got those messages an hour after I charged my battery for the first time. Told the CS that and his response was "Well, How do I know you didn't?" QUESTION 2: Could it be the person who was using this number before me who signed up for some text message mailing list? Is there anything I can do about this? FIDO's cs must be one of the worst (ok, maybe there are worse..I just haven't met them yet). I called them and had the internet and text messaging services blocked permanently, but I don't think I'm ready for the possibly astronomical bill next month. Anyone had similar experiences? What should be my next plan of action? cos I certainly couldn't think of any... > QUESTION 1: I have a Sony Ericsson phone, I stayed the hell away from > the connection/internet option since day 1. But are there other > features that can count as GPRS access? Not really. GPRS generally requires you knowingly press buttons to use it. The one area that is gray is games. Generally here is the type of uses for GPRS: WAP browser. EMAIL send and receive (POP/IMAP/SMTP, not the email-via-SMS service) MMS (Sending pictures, movies, sounds) HTTP: downloads (generally JAVA games. Some games are setup as a pointer to a web site which has the java code. You are supposed to download it once and then the java is already on your phone. LAPTOP Use: If you connect your laptop to phone and use the phone as an internet modem for pure/raw TCPIP connections. Also, your handset should have a data counter. If it is at 0, then you can be comforted in knwing you haven't use data services, however, you can't use that to prove to Fido that you didn't use it since one can reset this counter. > QUESTION 2+: They argued that their billing system is fool-proof. Your paper bill includes daily GPRS usage. You should take a serious look at the dates where GPRS has been used and compare this against the dates that you began your service with Fido/Rogers. > Another thing is I've been getting at least two dozen unknown text > messages since DAY 1...and getting charged for them too. There are supposedly options to block incoming SMSs. I think you have to go to the web site for that. I can't go to their ill designed web site because they don't use internet standards, they use microsoft standards. Received SMSs are supposed to be free unless they are emails or come from the TAP or WEB site. If you look at the SMSs you should be able to see which number sent them to you. If it isn't a 10 digit normal number, then get FIDO to identify the owner of that special number and/or block any messages from it. If they are emails, then get Fido to block incoming emails. I would ask them if they can find out if this phone number was in use recently and if so, ask them to change your number to one which has not recently been used. This would probably solve your SMS problems. > I called them > a week after I activated the service. The CSR says she can't possibly > do anything and gave me the brush off (sadly for me, she didn't even > bother noting our conversation). Always insist that they note the conversion in your account, especially when you are disputing charges. If they refuse, take their name and call again to mention this. > FIDO's cs must be one of the worst (ok, maybe there are worse..I just > haven't met them yet). They aren't the worse. They aren't as good as they were when Fido started. But if you call a few times, you will hit a good one who will know about the srevices and not try to blame everything on you. > Generally here is the type of uses for GPRS: > > MMS (Sending pictures, movies, sounds) A quick note, if your phone is set up properly (ie, it is a fido-sold phone), you should not be billed GPRS for MMS. MMS are billed at 25c per message, with no extra fees (unless you are outside of Canada). CU >Also, your handset should have a data counter. If it is at 0, then you >can be comforted in knwing you haven't use data services, however, you >can't use that to prove to Fido that you didn't use it since one can >reset this counter. Don't many phones have a lifetime usage counter that can't be easily reset by the user? I know mine does, and although it's technically possible to reset it using a data cable, it's not possible through the interface.  SignatureUsenet is like a herd of performing elephants with diarrhea -- massive, difficult to redirect, awe-inspiring, entertaining, and a source of mind-boggling amounts of sh.t when you least expect it. >>Also, your handset should have a data counter. If it is at 0, then you >>can be comforted in knwing you haven't use data services, however, you [quoted text clipped - 6 lines] > I know mine does, and although it's technically possible to reset it > using a data cable, it's not possible through the interface. My SE T237 allow me to reset the data counter and make appear as if it was just unpacked,about those sms hkchart was receiving, could it be the free sms notification you get when you have voice mail, i do get those, identified as "1020" for the source.hope it help > There are supposedly options to block incoming SMSs. I think you have to > go to the web site for that. I can't go to their ill designed web site > because they don't use internet standards, they use microsoft standards. While having lots of javascript errors and not xhtml 1.0 transitional fido.ca displays fine here with Firefox 1.0+. Also have used it with quite a few other versions of Mozilla and used to use Netscape 4.61. Trying NS4.61 now did crash the browser. Perhaps you need to update your netscape? And yes there are various options for blocking SMS etc. Dave >>QUESTION 1: I have a Sony Ericsson phone, I stayed the hell away from >>the connection/internet option since day 1. But are there other [quoted text clipped - 61 lines] > started. But if you call a few times, you will hit a good one who will > know about the srevices and not try to blame everything on you. Generally here is the type of uses for GPRS: WAP browser. EMAIL send and receive (POP/IMAP/SMTP, not the email-via-SMS MMS (Sending pictures, movies, sounds) HTTP: downloads (generally JAVA games. Some games are setup as a Isn't WAP over GPRS the only data transfert mode availlable to prepaid user ? last time i checked with a CSR it was, WAP being charged by the minute for WAP acces but no straight GPRS acces for say isp pop mail... > QUESTION 1: I have a Sony Ericsson phone, I stayed the hell away from > the connection/internet option since day 1. But are there other > features that can count as GPRS access? I talked to FIDO's CS...they > basically told me "we charge you GPRS on any function that connects to > the internet"...well, which is? If you have the T610, keep in mind that if you don't turn on your keyguard, whenever your phone is in your pocket and up on the joystick is hit, it will connect, thus charging you. Always keep the keyguard on (tip: turn on auto-keylock). > QUESTION 2+: They argued that their billing system is fool-proof. Is > this true? Can it be my phone's problem or somebody stealing my phone > service? I can't really imagine I've used any GPRS access unless I was > drunk. In my experience, if it's on your bill (at least for data), it's because you used it. They don't make this stuff up. Unless it's something really messed up, like having the same SIM card # as another account, or a Rogers account mix-up. Doesn't happen often, but it has happened that 2 people have the same SIM #. > Another thing is I've been getting at least two dozen unknown text > messages since DAY 1...and getting charged for them too. I called them [quoted text clipped - 6 lines] > those messages an hour after I charged my battery for the first time. > Told the CS that and his response was "Well, How do I know you didn't?" As soon as I started getting unwanted text messages, I logged in to fido.ca and disabled internet-originated text messages and email. This way, you just don't get billed for anything, but can still receive from cell phones. > QUESTION 2: Could it be the person who was using this number before me > who signed up for some text message mailing list? Is there anything I > can do about this? It is very possible that this is the case. The phone numbers are usually put into a "recycling" process for about 6 months, then released for a new customer to use. People usually get the picture after 6 months, but computers do not forget as quickly. > FIDO's cs must be one of the worst (ok, maybe there are worse..I just > haven't met them yet). I called them and had the internet and text > messaging services blocked permanently, but I don't think I'm ready for > the possibly astronomical bill next month. > Anyone had similar experiences? What should be my next plan of action? > cos I certainly couldn't think of any... Deal with CS until you reach an agreement. Not much else you can do. Billing errors do occur, and if you get the right person on the line, they can fix it for you. I once got billed for a 200$ for "cancelling" my contract. A call to CS early in the morning (that's when the good csr's are in, imo) fixed all that for me. Good luck! CU > If you have the T610, keep in mind that if you don't turn on your keyguard, > whenever your phone is in your pocket and up on the joystick is hit, it will > connect, thus charging you. That is true. If one is on pre-paid (is it still called Fidomatic ?), GPRS is billed by the minute, not by data charges. So in such cases, you want to make sure your linger time is set to 0 so that as soon as you quit an application that uses GPRS, the virtual link is destroyed. re: MMS. I had been told that MMS charges include only the MMS service and that you muist pay GPRS data fees for actual transfer of data (that is why it was setup to advise you of receipt of MMS message and if you accept the messa, only then does it download it via GPRS). > That is true. If one is on pre-paid (is it still called Fidomatic ?), It is no longer called Fidomatic. Just Fido prepaid. > re: MMS. I had been told that MMS charges include only the MMS service > and that you muist pay GPRS data fees for actual transfer of data (that > is why it was setup to advise you of receipt of MMS message and if you > accept the messa, only then does it download it via GPRS). You do not pay a thing for reception of picture messages (as long as you are in Canada). You can check here for details http://www.fido.ca/portal/mms/promo.jsp. And you do not pay GPRS fees for sending a message when you are in Canada and using the appropriate MMS apn. You will simply pay a 25c fee per message. Messages cannot exceed 50kb, though. It would be nice if you could send a larger MMS (say between 50kb and 100kb) for a fee, like maybe 50c (twice as large, twice the price). > You do not pay a thing for reception of picture messages (as long as you are > in Canada). You can check here for details > http://www.fido.ca/portal/mms/promo.jsp. I think the URL says it all. They now have a promotion. But when MMS first came out, I was specifically told by a 4 legged furry CSR that the MMS charges were above an beyond the GPRS charges for data transfers. But at that time, there was no 50kb limit. > Another thing is I've been getting at least two dozen unknown text > messages since DAY 1... You're not alone on this one. There have been three instances now where my M55 has been bombarded with SMS'. The first time in November over the course of a week, the 2nd at Xmas (a dozen messages in 90 minutes) and again in January. Where the body of the message was supposed to be, it merely gave his 'name' as entered in the address book. I went through the motions of replying to see what the reply # phone would be, and it was his. The messages all showed their source as someone in the phone's addresss book. The fellow is an aquaintance, and not one I'm too fond of. lol Regardless, I can't believe that he would knowingly bombard my phone like with SMS. He'd never sent me an SMS before and we'd only spoken maybe twice on our phones. Now, here's the part where I hang my head in shame - I never followed up on this. I didn't want to talk to the alleged source, and every time a bombardment happened I wasn't in a position to call Fido and ask what the hell was going on. When I was able to call, I'd forgotten. So there's that. You're not the only one. :-) ttyl, Amur_ I haven't received a bill since September. Every month it's a new excuse... Canada Post lost it, the last CSR didn't change the address/wrote down the wrong address/checked the wrong box (pick an excuse), someone may have taken it from my mailbox... I told them I'm not paying until I get a bill. They recommended I sign up for online billing. After six months of calling to get a bill sent to me... no thanks. > You guys help me out....a bit long but I'm desperate > Signed up for that $25 unlimited incoming call + free cell phone plan [quoted text clipped - 34 lines] > Anyone had similar experiences? What should be my next plan of action? > cos I certainly couldn't think of any... >I haven't received a bill since September. Every month it's a new >excuse... Canada Post lost it, the last CSR didn't change the >address/wrote down the wrong address/checked the wrong box (pick an >excuse), someone may have taken it from my mailbox... I told them I'm >not paying until I get a bill. They recommended I sign up for online >billing. After six months of calling to get a bill sent to me... no thanks. While I agree 100%, just make damn sure you're ready, willing and able to pay the bill once it does show up. SignatureHAM AND EGGS: A day's work for a chicken; A lifetime commitment for a pig I paid the bills from September to November based soley on the CSR's word on what my charges were. But enough is enough. I should be able to view what and how I'm being charged. I've refused to pay the bills since then until I can actually see my bill. I called last month to cancel and was told that the person in the retention department would see to it personally that I would get my bill. Still no bill. The cool thing is that I got a promise from her that if nothing shows up, all charges from that day (that I spoke to her) on would be waived. I recorded it. >>I haven't received a bill since September. Every month it's a new >>excuse... Canada Post lost it, the last CSR didn't change the [quoted text clipped - 5 lines] > While I agree 100%, just make damn sure you're ready, willing and able > to pay the bill once it does show up. >I paid the bills from September to November based soley on the CSR's >word on what my charges were. But enough is enough. I should be able [quoted text clipped - 5 lines] >charges from that day (that I spoke to her) on would be waived. I >recorded it. Sweet -- Can Fido cells call 900#s? SignatureFailure is not an option. It's bundled with your software. Update to my billing nightmare story: No bills were ever received for the period from Oct'04 to Jan'05. As mentioned, I stopped paying in December and refused to do so until I see a bill. I called back a week ago to ask if my account had been cancelled, as per the Customer Care person's promise to cancel charges after my January billing date and effectively cancel the account retroactively. That customer care agent refused to answer the phone when I requested to be transferred to her (even though I was assured that she was at her desk). Instead, I was transfered to her manager, who tells me that the agent I'd spoken to never said that and she wasn't even authorised to do what I was claiming she promised to do. When I advised her that I had recorded the conversation, I was told that I couldn't use that in court since it was recorded without consent (what happened to the denial?). When I asked her to go back and listen to the company's record of the conversation, she refused. Nice. Anyhow, I sent one last letter to Fido and asked that someone in a position of responsibility look into the situation before other means of recourse are considered. It's a shame that Fido customer care has come to this. It might be part of the 'Rogerisation' of Fido. I'm glad to report that my Fido AND Rogers Yahoo Hi-Speed were cancelled on the same day I had this conversation with Fido customer care. I'm sure that Rogers won't miss my ninety bucks a month. Hopefully I'm just one of many soon-to-be ex-Fido subscribers, if this is the way they're going to be. >Update to my billing nightmare story: > [quoted text clipped - 14 lines] >happened to the denial?). When I asked her to go back and listen to >the company's record of the conversation, she refused. Nice. Going from memory, doesn't Fido mention that "this call may be recorded" at the beginning of every call? -- If so, it goes both ways. Consent to record the call isn't strictly required, only the knowledge that the call may be recorded, continuing the call without disputing the fact that it is being recorded is sufficient implied consent. Moreover, I'm fairly certain that in Canada only one party needs to give consent anyway, not both parties. Also, just so you're aware, whether the rep has authority or not isn't the customer's concern, that's a matter of representative training and internal policy -- If someone is authorized to act on behalf of the company, the company is effectively held liable for that person's activities (Although the company will have grounds to pursue legal action against the individual if they feel that the individual acted outside the scope of their job) Signature"The only British idiom I know is that fag means cigarette." "Well then tell this cigarette to shut up" > her desk). Instead, I was transfered to her manager, who tells me > that the agent I'd spoken to never said that and she wasn't even > authorised to do what I was claiming she promised to do. It is funny how, when it is to their advantage, they will find all the relevant "logs" in your account, but when it is to your advantage, they conveniently say that they have no record of this or that having been said or done. What you need to do is to get a low level 4 legged furry CSR and ask him/her to tell you what she sees in terms of notes and conversations and get the names/codes of the people with whom you've had contact in the last week. Then, you call the manager and when the manager denies something was said, you tell him that you and and he kjnows it was said and that it is logged in your account. Your experience reminds me of Videotron. The minute you get a problem, the trick is to ensure that you ask for everything to be commented in your account so that you dopn't have to restart from stractch when you start again with a differnt CSR. |
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