My latest Fido headache... :-(

Archived from groups: alt.cellular.fido (More info?)

Voice mail number is +15149921123 no ?

"Amur_" <amur_@nospam.sympatico.ca> wrote in message
news:WVc5e.22566$Fy3.1264071@news20.bellglobal.com...
> Actually, I had one headache which became several once I tried to reach
> Fido to talk to a human being.
>
> Once upon a time (meaning up until about a week and a half ago) I could
> get into my voice mailbox from my cell phone by dialing my cell phone #
> and then entering my password at the prompt.
>
> Not anymore. Now when I dial my own # from my cell phone, I get the
> usual series of beeps as the phone tries to connect, and then in less than
> 4 seconds the call is dropped. Every time. I can still get into my voice
> mailbox from any landline by dialing my cell #, just not from the phone
> itself. I *can* get into it by holding down the '1' key for several
> seconds, but I honestly just wasn't in the habit of doing that.
>
> Anyway, being merely puzzled by this change, I called Fido's 888 # to
> ask if the change was due to my phone or their service. This where my
> annoyance turned into a headache. I spent 5 minutes going in circles in
> the voice menus.
>
> Is it just me, or wasn't there a time when you could get to 'Technical
> Support,' and thus a human being, in 2 or 3 steps? You can't do that any
> more - the option isn't in the menu anymore. And pressing zero gets you,
> "That is not a valid selection." I finally had to select the option for
> reporting my phone as lost or stolen to get through to someone. And the
> kicker was, as I explained my situation and my difficulty with the menus
> and finally pointed out that I'd had to choose the 'lost or stolen' option
> to reach her, she was surprised. Surprised that I'd chosen the 'lost or
> stolen' option, that is. Shouldn't she have been *expecting* me to report
> the phone as lost or stolen? Wasn't my call supposed to be directed to
> her for that express purpose? Isn't that what the voice menus are
> supposed to do? It seems like Fido has us jumping through thosse hoops
> just to make it look like they're working hard to satisfy the customer,
> while in the end our calls just get thrown at the first available CSR...
>
> She was unable to explain why the 'dial your own # from your cell' thing
> wasn't working anymore. She did promise to follow it up with Technical
> Support (hope she had better luck finding them than I did) and call me
> back. That call back never came. And that's okay - I wasn't counting on
> the information beyond fulfilling curiousity. Plus, it's pretty much the
> kind of reliability I've come to expect from Fido. :-(
>
> She also couldn't explain the changes in the voice menus. She put me on
> hold, then came back and told me in the future I should basically do what
> I'd already done, only next time pick 'report a change of address.'
>
> Okay, fine. But why is Fido setting up a system that forces paying
> customers to screw around before they can get the support they're paying
> for?
>
> Keep it up, Fido. Just a little more of this nonsense and I'll finally
> dump my non-contract account and be done with you turkeys. :-(

Archived from groups: alt.cellular.fido (More info?)

Ming wrote:
>
> Your Voice mail number is +15149921123 no ?

NO! that is *MY* voice mail number :-) :-) :-) :-) :-) :-)

Once they are done with turning the Microcell antennas into Rogers
antennas or scrap, it will be interesting to see how they next tackle
integration of the other services such as voice mail, GPRS gateways (the
APNs) and the SMS centres.

Obviously, they'll keep all those "variables" in existance, but they may
simply reroute them to Rogers infrastructure. (or in the case of the WAP
APN, Rogers has outsourced it to some outside shop if I remember correctly).

It will be interesting to see if any of the Microcell GPRS
infrastructure remains and becomes used for all of Rogers (SMTP servers,
APN, WAP gateways etc).

Archived from groups: alt.cellular.fido (More info?)

JF Mezei wrote:

> Once they are done with turning the Microcell antennas into Rogers
> antennas or scrap, it will be interesting to see how they next tackle
> integration of the other services such as voice mail, GPRS gateways (the
> APNs) and the SMS centres.
>
> Obviously, they'll keep all those "variables" in existance, but they may
> simply reroute them to Rogers infrastructure. (or in the case of the WAP
> APN, Rogers has outsourced it to some outside shop if I remember correctly).
>
> It will be interesting to see if any of the Microcell GPRS
> infrastructure remains and becomes used for all of Rogers (SMTP servers,
> APN, WAP gateways etc).


This is gonna make me a Usenet cop, but... couldn't all that have
gone into a new thread? What does that have to do with a really bad,
really confusing, really annoying customer service experience??

Archived from groups: alt.cellular.fido (More info?)

Why don't you dial the Fido VM number instead of you phone number. Probably
work a whole lot better :-)

"Amur_" <amur_@nospam.sympatico.ca> wrote in message
news:WVc5e.22566$Fy3.1264071@news20.bellglobal.com...
> Actually, I had one headache which became several once I tried to
> reach Fido to talk to a human being.
>
> Once upon a time (meaning up until about a week and a half ago) I
> could get into my voice mailbox from my cell phone by dialing my cell
> phone # and then entering my password at the prompt.
>
> Not anymore. Now when I dial my own # from my cell phone, I get the
> usual series of beeps as the phone tries to connect, and then in less
> than 4 seconds the call is dropped. Every time. I can still get into
> my voice mailbox from any landline by dialing my cell #, just not from
> the phone itself. I *can* get into it by holding down the '1' key for
> several seconds, but I honestly just wasn't in the habit of doing that.
>
> Anyway, being merely puzzled by this change, I called Fido's 888 # to
> ask if the change was due to my phone or their service. This where my
> annoyance turned into a headache. I spent 5 minutes going in circles in
> the voice menus.
>
> Is it just me, or wasn't there a time when you could get to
> 'Technical Support,' and thus a human being, in 2 or 3 steps? You can't
> do that any more - the option isn't in the menu anymore. And pressing
> zero gets you, "That is not a valid selection." I finally had to select
> the option for reporting my phone as lost or stolen to get through to
> someone. And the kicker was, as I explained my situation and my
> difficulty with the menus and finally pointed out that I'd had to choose
> the 'lost or stolen' option to reach her, she was surprised. Surprised
> that I'd chosen the 'lost or stolen' option, that is. Shouldn't she
> have been *expecting* me to report the phone as lost or stolen? Wasn't
> my call supposed to be directed to her for that express purpose? Isn't
> that what the voice menus are supposed to do? It seems like Fido has us
> jumping through thosse hoops just to make it look like they're working
> hard to satisfy the customer, while in the end our calls just get thrown
> at the first available CSR...
>
> She was unable to explain why the 'dial your own # from your cell'
> thing wasn't working anymore. She did promise to follow it up with
> Technical Support (hope she had better luck finding them than I did) and
> call me back. That call back never came. And that's okay - I wasn't
> counting on the information beyond fulfilling curiousity. Plus, it's
> pretty much the kind of reliability I've come to expect from Fido. :-(
>
> She also couldn't explain the changes in the voice menus. She put me
> on hold, then came back and told me in the future I should basically do
> what I'd already done, only next time pick 'report a change of address.'
>
> Okay, fine. But why is Fido setting up a system that forces paying
> customers to screw around before they can get the support they're paying
> for?
>
> Keep it up, Fido. Just a little more of this nonsense and I'll
> finally dump my non-contract account and be done with you turkeys. :-(

Archived from groups: alt.cellular.fido (More info?)

Super Dave wrote:
> Why don't you dial the Fido VM number instead of you phone number. Probably
> work a whole lot better :-)


I do. Now.

My beef is with Fido making getting help such a PITA. That, and the
ongoing joy of dealing with CSRs who can't answer any questions about
changes in the system...

Archived from groups: alt.cellular.fido (More info?)

Amur_ wrote:
> This is gonna make me a Usenet cop, but... couldn't all that have
> gone into a new thread? What does that have to do with a really bad,
> really confusing, really annoying customer service experience??

Because the furry 4 legged fido CSRs are also going through big upheaval
and learning curve and they are not informed of all the technical
changes that are really going on. Some of the big ones, they'll learn
quickly. But the more obscure ones, they really won't know much.



BTW, I just tried dialing my own number in montreal and I got to voice
mail prompting me for my password.

So it is likely that you are living in an area where they have already
switched to Rogers' network and you'll find many fido functions no
longer available.

Archived from groups: alt.cellular.fido (More info?)

In article <WVc5e.22566$Fy3.1264071@news20.bellglobal.com>,
Amur_ <amur_@nospam.sympatico.ca> wrote:
>
> Once upon a time (meaning up until about a week and a half ago) I
>could get into my voice mailbox from my cell phone by dialing my cell
>phone # and then entering my password at the prompt.
>
> Not anymore. Now when I dial my own # from my cell phone, I get the
>usual series of beeps as the phone tries to connect, and then in less
>than 4 seconds the call is dropped. Every time.

For what it's worth, it's not just you. I don't know when it
changed, because I normally call the voicemail number, but
just now I called my own number and got beep-beep-beep-nothing
instead of voicemail as I used to get.

David
--
----------------------------------------------------------
David Gaudine, Systems Analyst, School of Graduate Studies
Concordia University, Montreal davidg@alcor.concordia.ca

Archived from groups: alt.cellular.fido (More info?)

C/S is not what it used to be - the Rogerization of them has taken its
toll.

It's too bad, because I found all of them rather friendly in the old
days, with their cute Quebecois accents and all (well, the girls
anyway).

Now they all have quite an attitude.

That said, the new hiptop2 is quite a good little toy with a great
data plan. It's very cool when the network is up.

Archived from groups: alt.cellular.fido (More info?)

JF Mezei wrote:

> Because the furry 4 legged fido CSRs are also going through big upheaval
> and learning curve and they are not informed of all the technical
> changes that are really going on. Some of the big ones, they'll learn
> quickly. But the more obscure ones, they really won't know much.


I missed the connection. Maybe next time you could be a little more
obvious for the people who are slow like me. ;-)

It seems that they have yet to be informed of any changes at all. ;-)




> BTW, I just tried dialing my own number in montreal and I got to voice
> mail prompting me for my password.
>
> So it is likely that you are living in an area where they have already
> switched to Rogers' network and you'll find many fido functions no
> longer available.


My area has gone Rogers. My main page on my phone now says:

ROGERS
www.fido.ca

Resistance is futile! :-(

Archived from groups: alt.cellular.fido (More info?)

Amur_ wrote:
> I missed the connection. Maybe next time you could be a little more
> obvious for the people who are slow like me. ;-)

The 4 legged furry reps who answer the phone for Fido don't work for
Rogers, and it is Rogers that is driving all the decisions on network
changes. So the Fido CSRs cannot realistically be informed of all the
changes that are happening, some of which may be temporary "glitches"
that happen between phases of a planned roll-out and which may go away later.

Here is a question:

if you go to new york and dial your own fido number, does you phone go
to voicemail the way it does when you do it while on the fido network ?

If it doesn't work while roaming in the USA, then it won't work while
roaming on Rogers.