Martin G.'s dashboard

Martin G. set one of Martin G.'s replies as an official response to "Fido Online Album" in Fido

Martin G. replied on October 13, 2009 18:58 to the question "Fido Online Album" in Fido:

Hi Ayinde,

The direct link is https://picturemessaging.fido.ca/

The link is present on the My Account dashboard, as well as within the Picture & Video Messaging section on fido.ca (http://www.fido.ca/web/content/messag...).

Hope this helps :)

Martin G. replied on September 04, 2009 17:31 to the problem "Why does Fido lie and break promises ?" in Fido:

Hi,

I'm sorry to read that you've had an unpleasant experience with our service. It is not what we're striving for.

We'd like to help and get a better understanding of your issue. Send me your full name, account number (if you have it) and/or Fido phone number and I'll have someone from the Office of the Executive looking into this and will call you back to discuss further. You can send the info at info@fidomobile.ca. Please quote reference number GS017.

Regards,

Martin G
Fido Solutions Inc.

Martin G. replied on September 03, 2009 18:58 to the problem "Can't access Hotspots" in Fido:

Got your email, thank you!

I'm following up with my IT team and will keep you informed.

Martin G. replied on September 03, 2009 15:47 to the problem "Can't access Hotspots" in Fido:

Shaun,

I've heard a couple of reports in the past 24 hours about the hotspot service being unavailable but we do not have many concrete examples.

If you could send me your Fido number and the exact location(s) you've tried, it would help our IT team to investigate. You can reach me at info@fidomobile.ca, please quote reference number GS016.

I will do my best to have this resolved asap.

Martin G. replied on September 01, 2009 13:40 to the problem "email problem" in Fido:

Mr. Chong,

I've checked with Technical Support and they have it is possible that the first time you have received an email following the migration of the service that you have not confirmed or received the subscription text message.

Can you try to send by SMS the word "subscribe" to 3436, and try receiving an email again? That might do the trick.

If not, we'll investigate once we reveive your email with your details.

Regards,

Martin G.

Martin G. replied on September 01, 2009 13:19 to the problem "email problem" in Fido:

Mr. Chong,

I'm sorry to read that you've been having issues with our Email service. On August 18th, we migrated the Email service to a new infrastructure in order to resolve the on-going issues as well as improve the performance and reduce the amount of spam that our customers were receiving.

It is definately not normal that you are not receiving any emails at all. I'd be happy to investigate for you.

Could you please send me an email at info@fidomobile.ca quoting reference #GS015, and include the following information:

- Your name
- Your Fido phone number
- The Fido email address you are using (ie. whether you're using your number such as 4165551234@fido.ca or an alias such as johnsmith@fido.ca).
- As well, to help us troubleshoot the issue, could you ask someone to send you an email, confirm that you have not received it, and tell us the email address from which it was sent as well as the date and time it was sent.

Regards,

Martin G.

Martin G. replied on August 25, 2009 21:08 to the question "Blocking an incoming number on Fido" in Fido:

I really feel your pain (I'm also a victim of numerous telemarketing calls every week). However as I mentionned previously we cannot block their number across the system for legal reasons.

If they are as you say a US-based telemarketing company calling on behalf of a US-based company, they are fully within the law to call you, as the CRTC's DNCL only apply to Canadian-based companies for Canadian numbers and the FCC's DNCL only apply to US-based companies for US numbers.

That's definately a loophole, but ultimately that's a political issue. The ideal would be a North American DNCL. You might want to address this to your local MP.

Martin G. replied on August 25, 2009 20:42 to the question "Blocking an incoming number on Fido" in Fido:

It's pretty common for a telemarketing company to represent dozens, if not hundreds of companies. This shouldn't be an excuse for them to substract from laws and regulations.

It all comes down to the company they're calling you on behalf of. When they call you, they're calling to sell a product for a specific company... that's the customer who's responsible for managing their calling list. If they're not respecting the laws, its not up to Fido to apply the law. Its up to the CRTC/FCC for federal regulations or the police if there's criminal activities.

If you want I can have someone looking into this further. Send me your name and Fido phone number at info@fidomobile.ca quoting reference #GS012.

Martin G. replied on August 24, 2009 14:48 to the question "Blocking an incoming number on Fido" in Fido:

I did a bit of research for you.

If the telemarketing company is calling you on behalf of a Canadian company, they are bound to Canadian laws regardless where their call center is located (US or elsewhere). As such, they must follow the Do Not Call list.

If they are a telemarketing company located in, and calling on behalf of a company located in the US or elsewhere, unfortunately there's not much we can do. The CRTC cannot force foreign companies to follow Canadian laws. If this is the case, and if you feel that this company is abusive, you can always try to submit a complaint to the FCC (the American equivalent of the CRTC).

As for blocking their number at large in the system, it is not possible for legal reasons. As annoying as telemarketers might be to some of us, as long as they are respecting the laws there's not much we can do as a provider.

I hope this answers your question.

Martin G. replied on August 19, 2009 18:35 to the question "Blocking an incoming number on Fido" in Fido:

I apologize if my response seemed copy/pasted, I assure you it wasn't the case. I simply wanted to confirm that these were the only two options.

Note that following your request, a telemarketer have up to 30 days to remove you from their list, so the removal might not be immediate.

Fido unfortunately does not have the necessary systems in place to block phone numbers on a per-account basis.

Martin G. set one of Martin G.'s replies as an official response to "Blocking an incoming number on Fido" in Fido

Martin G. replied on August 19, 2009 15:48 to the question "Blocking an incoming number on Fido" in Fido:

Hi,

Blocking one specific number is not possible by Fido / Rogers.

Since it seems you are getting a call from a telemarketing company, you can ask them to remove you from their list and they are obliged by law to remove you.

Alternatively, you can register to the global Do-Not-Call list. More infos here:
http://www.crtc.gc.ca/eng/telemarketi...

Martin G. replied on August 13, 2009 19:36 to the question "Why my automatic refill is never working?" in Fido:

Ms. Su,

I was advised you spoke with Patrick from Customer Service and that he took care of your issue, and that our technical department is investigating this situation.

Let me know if there's anything else I can do for you :)

Martin G. replied on August 12, 2009 20:54 to the question "Why my automatic refill is never working?" in Fido:

Ms. Su,

Got your email. Someone will call you back shortly!

Martin G. replied on August 12, 2009 20:11 to the question "Why my automatic refill is never working?" in Fido:

Ms. Su,

I'm sorry you've had issues with the Automatic InstantRefill service. We'd like to help.

If you'd like, send me your Fido number at info@fidomobile.ca quoting reference number GS010 and I'll have a technical specialist look into this and will call you back in order to resolve the situation.

Martin G. replied on August 12, 2009 19:07 to the problem "Phantom Data Charges on a phone with no data!" in Fido:

Got your email, thank you.

Someone will call you back after investigating the matter.

Martin G. replied on August 12, 2009 14:53 to the problem "Phantom Data Charges on a phone with no data!" in Fido:

Blocking data on the phone itself is not usually possible, I've rarely seen this. What kind of phone are you using?

In any case, we'd be happy to help and look into this issue for you!

Send me your name and Fido number at info@fidomobile.ca quoting reference number GS009 and I'll have someone calling you back to resolve this.

Martin G. replied on August 10, 2009 14:53 to the problem "Fido sent me an unacceptable bill" in Fido:

I was advised that this issue was resolved. Let me know if I can do anything else to help you :)

Martin G. replied on August 06, 2009 16:48 to the question "Collections Harassment" in Fido:

Hi,

It appears you forgot to write your question... :) How can we help you?