Fido F.A.Qs

[shahmiBro]

Battery Performance:

How long should I charge my battery initially?

Please check your phone's user guide to ensure you receive optimum performance for your battery.

How battery performance is measured and by who?

Every phone manufacturer conducts its own talk time and standby time measurements following the standardized procedures below. Fido then validates their findings.

To measure continuous talk time:
In a laboratory setting, a phone with a fully charged battery receives a call and transmits until the battery dies.

To measure standby time:
The same procedure is used as the above, except the phone is turned on but no call is received.

How can the same phone model have different battery performance from person to the next?

The short answer is, everyone uses their Fido differently. In addition to using your Fido to make and receive calls, the following also influence battery performance:
Receiving or sending messages, taking pictures, playing games, listening to music, downloading ringtones, using background lighting, roaming, placing and receiving multiple calls as opposed to just having one long call, as well as weather conditions such as heat, cold and humidity.

What can I do to get better battery performance?

The less applications and features you use, the longer battery will last. But life's too short not to enjoy all the great things on your Fido phone, right? So the best advice is to follow manufacturer's battery charging suggestions and avoid overuse of features like lighting effects and others when you can.

Why is battery performance higher with GSM technology than with other technologies like CDMA?

A phone operating on a CDMA network transmits and receive signals continuously. A GSM phone, on the other hand, transmits and receives signals in micro bursts. This saves an appreciable amount of energy.

[shahmiBro]

Coverage and Roaming:

Why do I sometimes have a weak signal?

Geography. Areas with hills or mountains make getting a strong network difficult.

Indoor areas. Building height, construction materials, and even your location within a structure can have an effect on signal strength.

Fringe areas. Signals are generally weaker on the edge of coverage area.

What I can do if I can't get a signal in a certain area?

Call 611 from your Fido or 1 888 481-3436 to speak with a Customer Service Representative.

Besides my home city, where else in Canada do I have coverage?

Fido's network serves all of Canada major urban areas. Fido monthly plan subscribers also have access to the Rogers Wireless network across Canada.

When I'm roaming, will my phone automatically choose which network to use?

Yes, and it will transfer from network to network seamlessly. You can also switch your phone to another network manually. Please consult guide that came with your phone.

Do my calls follow me while I'm traveling?

Yes, all your calls go directly to your Fido while you're outside country. Callers dial your number as usual to reach you.

Will I be charged for voice messages left for me while I'm roaming?

No, you are not charged roaming fees for voice messages left for you while you are roaming off the Fido network outside of Canada. You will continue to be charged roaming fees to retrieve and listen to your messages while outside of Canada.

Will my text messaging work when I'm traveling?

Yes, you can receive and send text messages just as you do at home. When sending messages from overseas, remember to use "+" symbol and country code before the number (e.g, +1 416 000-0000 for a Toronto number)

Does my Call Display work I'm traveling?

In most places, yes. In the U.S, you'll see the number of the caller for most calls you receive. In other countries, you may not always see the number. Overseas, the number will be displayed in the international dialing format. You can return the call without having to re-enter the number.

Do I have GPRS Internet access when I'm traveling?

Yes, Fido has GPRS roaming agreements in most countries. Check fido.ca prior to your trip for information on available networks.

Will my Picture Messaging work when I'm traveling?

Yes, picture messaging is available in the U.S and on many international partner networks. GPRS roaming charges will apply to all picture messages sent and received.

Does my Voice Messaging service work when I'm traveling?

Yes, as long as your Call Forwarding is set to forward calls to your home region's deposit number. When programming the Voice Messaging deposit number to your Fido, make sure to enter "+" symbol and "1" before the number.

Voicemail Deposit Numbers
Your home region Your home province
Voice Messaging deposit number
Prairies Alberta, Saskatchewan, Manitoba
+ 1 403 612-0982
West British Columbia
+ 1 604 505-0448
East Quebecs, Maritime, Ottawa
+ 1 514 827-5246
Central Ontario (except Ottawa)
+ 1 647 241-3492


How do I access my Voice Messaging service while I'm traveling?

Just press and hold the "1" key on your phone. You can also call your Voice Messaging retrieval number. You'll then be prompted to enter your access code. When overseas, you'll hear this message: "Welcome to Fido message centre. To retrieve your voice messages, enter your 10-digit Fido phone number followed by the pound key" Then just enter your access code as usual.

[shahmiBro]

Internet Access:

What are the advantages of mobile internet access and how does it work?

You can browse the web, send and receive e-mail, download and access files and more on your laptop. Mobile Internet Access works by using one of compatible Fido phones as a wireless modem for computer via USB cable or Bluetooth. The service works in Canada, US and over 130 countries worldwide.

How do I get mobile access?

Just contact Fido Customer Service at 611 or 1 888 481-3436 if you are thinking of subscribing to a monthly data option. If you are looking to get a day pass to use for one day only, then access to your browser and follow the instructions on your screen. The Data Day Pass is only available the day you activate it.

Do I get a Fido e-mail address with it?

Yes. In addition to the e-mail address you received with your Fido phone, you can also register for a free Web-based e-mail account on fido.ca

How do I configure my computer and my e-mail for mobile Internet access?

Use your CD-ROM included with your new Fido phone and follow the installation instructions. When prompted for your Access Point Name, enter internet.fido.ca. Follow by entering the name "fido" and password "fido".

To configure your e-mail account
Find the field refers to POP3, usually under the Options or Preference menu. Once you've located them, in the field SMPT Server, change the address to gprs.fido.ca. You should now be able to receive all of your Fido e-mail on your computer.

To access your corporate intranet or e-mail account, you may need a Virtual Private Network. Please check your company's IT department.

Am I connected automatically when I turn on my computer?

No. After turning on your computer you must establish the connection using the "Modem Manager" supplied with your phone.

Does the mobile Internet slow down when a lot of people on it?

Just like the regular Internet, the mobile Internet can be slower during peak usage times. In addition, mobile Internet transmissions use the same network as voice transmissions which are given priority.

[shahmiBro]

Long Distance:

How will I be charged for making long-distance calls?

If you're within your local calling area, you pay for your airtime as usual plus long distance charges (rates vary depending where you're calling). Outside your local calling area, long distance charges and additional roaming charges may apply.

Do I pay for receiving long-distance calls?

No, you pay only for the airtime you use, as with a local use. If you receive long-distance calls outside of local calling area, charges will apply (rates will vary depending on where you receive the call.)

Do long-distance charges apply when I forward call?

It all depends on where you forward your calls to. If your forward calls to a number within your local calling area, no long-distance charges apply. Call forwarded outsidde your local calling area will incur long-distances charges

Forwarding long distance calls within Canada to the US costs are based on your plan long-distance rates. Call forwarded to other countries will incur long-distance rate

With Fido Canada/USA Long Distance option can I add the 300 long-distance minutes to my regular airtime?

Sorry, your long distance minutes can't be used as a regular airtime minutes, nor they can be carried forward to the next month. Remember that when making long distance calls you're also using airtime.

How do I get Fido's low international long-distance rates?

Activate the International Long Distance option by calling Fido Customer Service at 611 from Fido or 1 888 481-3436. You can then call any of the countries Fido services as long as your call originates from Canada within PCS coverage area. Certain credit restrictions may apply.

How will I be charged if I am subscribed to both 98 Talk Asia Long Distance option and the International Long Distance option?

If you are subscribed to both option, the minutes of usage will be first taken from the 98 Talk Show Long Distance Call and its average rate at $0.08 per minute. This applies to calls made to China, Hong Kong, Taiwan and Singapore only. For calls made to all other countries, you will be charged the International Long Distance option per minute rates.

[shahmiBro]

Prepaid Service:

What is Fido Prepaid Service?

You buy your airtime in advance by choosing a prepaid voucher and airtime rate that suits your lifestyle.

Then add it to your Fido account using your 24/7 by dialing *868.

How can I access my prepaid service and when?

By dialing 611 right from your Fido phone or visiting fido.ca 24/7.

How long does it take for my account to be updated once I've refilled it?

Usually no longer than 15 minutes.

Can I get a refund or credit after purchasing my prepaid airtime (voucher or credit card)?

Prepaid airtime is non-refundable.

How safe is my credit card information?

Fido uses the highest level of security available on the Internet: SSL 128 bit encryption. In addition, only the first six and four last digits of your credit card number appear on our customer service screens.

Do I have to use spoken commands for 611, or can I use my keypad?

611 service is completely voice-automated.

Do I have to use 611, or are there other options?

Everything you do with 611 service can also be done on fido.ca. That includes refilling account with a credit card, activating prepaid airtime vouchers, getting account balance, expiry date, rate information, address changes and much more.

I forgot my PIN. How can I use Fido Prepaid Service?

When prompted for your PIN, just say "I don't know it" You'll be asked to identify yourself with your date of birth and then choose to a new PIN.

How can I speak with a real person?

Should 611 service be unavailable or if you're reporting a lost/found phone, your call will automatically be transferred to a Customer Service Representative.

Also, at any time, you can simply say "Agent" to speak one of the representatives

Which financial institutions are supported?

• Scotia Bank
• RBC Royal Bank
• TD Bank of Canada
• BMO Bank of Montreal

Why can't I use my CIBC (or other non supported bank) with the INTERAC Online top up method?

The financial institutions that are available with INTERAC Online is not regulated by Fido but by Interac.

Are there any other fees?

Additional fees may be possible depending on the financial institution. These may be specified in the legal portion of the web page during the transaction. Please verify with your bank for information.

Are these types of transactions secure?

The Interac Online service doesn't collect or transmit any personal information during the transactions. Only the purchase details necessary to complete the transaction passed over the Internet using industry standard encryption technology called Secure Socket Layer (SSL). The Interac Online service follows industry best practices for site and data security and requires all participants to do the same.

[shahmiBro]

Instant Messaging:

What Instant Messaging (IM) in general?

It lets you exchange messages with your friends, family and colleagues in real time from your computer as well as from your mobile.

How do I get started?

Before you can start to use Fido Instant Messaging client, you'll need to register first for a messaging account with Windows Live Messenger and Yahoo! Messenger on your computer. You can then download the "IM client" application into your phone.

Here's how:

• Launch the mobile Internet browser
• Click Messaging
• Click on Instant Messaging and follow the instructions.

What are IM Services available for me?

Fido Instant Messaging is the most advanced way to chat on your Fido. It lets you access Window Live Messenger (MSN Messenger) and Yahoo! Messenger just like you do on your computer.

What is Fido Instant Messaging?

It lets you access Windows Live Messenger (MSN Messenger) or Yahoo! Messenger in very much the same way you do on your computer. Fido Instant Messaging is truly the easiest way to connect with your friends.

How much does Fido Instant Messaging cost?

• Pay per message
  
  $0.15 for every message sent, receive messages are free.
  
• Pay as a monthly option and save
  
  Select the Instant Message option for only $5 per month and get unlimited Instant Messaging with both Windows Live Messenger (MSN Messenger) and Yahoo! Messenger.
  
• Pay for mobile Internet usage
  
  Windows Live Messenger (MSN Messenger) and Windows Live Mail (Hotmail) via the mobile Internet can be charged at $0.03 per kb or be included in a Data Option.

How can I access Windows Live Messenger (MSN Messenger) and Windows Live mail (Hotmail) from my Fido?

• To access Windows Live Messenger (MSN Messenger)
  
  Simply use the interface on your phone. If your phone doesn't allow this but is WAP-enabled, select the Fido mobile Internet browser, followed by Messaging.
  
• To access Windows Live Mail (Hotmail)
  
  Select the Fido mobile Internet browser followed by Messaging.

Why can't I use ICQ on my Fido?

ICQ has decided to discontinue offering its service to all Canadian mobile carriers. However, you can still chat from your Fido using AIM. If you already have an AIM account, just log on from your Fido. If you don't have one, you can set up for free in no time at aol.com.

[shahmiBro]

Visual Voicemail:

Can I return a call after listening to a message?

Yes, you may by tapping a message then tapping Call Back (appeler). This will place a voice call to the number that left you the message. You cannot, however, return a voicemail to the caller, you must phone the caller.

How do I retrieve or check for voice messages?

Tap Phone > Tap Voicemail > Tap on any message (New messages are indicated with a red circle with number of messages)

Can I forward a voicemail to my email?

No, voicemail cannot be forwarded to another user or to an email address.

How do I reset my voicemail password?

On the main screen Tap settings, phone, Change voicemail password and enter your new password.

My device is set to French but my VVM notifications are in English, how do I correct this?

Tap settings, general, international, language, region - change to Canada. It is important that the language be set to French and the region be set to Canada for all items to display in French.

Can I control the way I listen to a message?

You may tap pause to a message while listening and tap again to resume playback. You may also skip to any point into message by dragging the playhead on the scrubber bar.

Will I be charged for incoming visual voicemail messages?

There is no charge for incoming visual voicemail while in Canada, while roaming outside of Canada visual voicemail messages will be considered as data transmissions and will be billed according to regular roaming rates or the applicable rates from your roaming bundle.

Can I stop incoming visual voicemail while roaming?

Yes, this is done by turning data roaming to off. This will stop visual voicemail and data transmissions while you are roaming outside of Canada.

Tap Settings > General > Network Data Roaming > Off.

[shahmiBro]

Video Calling:

What is Video Calling?

It is live face-to-face communication on your Fido. If both you and your caller have 3G high speed zone, you'll be able to see each other while talking.

How much does it cost?

Pay Per Use

Video Calling Option
50 minutes per month for just $5.

Bonus Offer: Activate the $5 Video Calling option and get unlimited Video Calling for your first 3 months. All calls made with Video Calling will appear in the Voice Summary and Detail sections of your invoice. Taxes and other charges are not included.

How will video calls appear on Fido invoice?

Video calls appear in the Voice Summary section with the type of usage indicated as video. They also appear in the Detail section with the new call type Video Calling.

Can I make video calls when roaming outside of Canada?

Video call roaming is not available yet.

Does WhoCalled work with video calls?

Yes, it works the same way as it does for regular voice calls.

Does Call Display work with video calls?

Yes, you will still see the number of the person calling you the same way as you would do a regular voice call.

Does Call Waiting work for video calls?

No, you cannot receive another video call while you are on a video call. The caller will see the message video call cannot be set up on their phone and they will be prompted with the option to make a voice call.

Does Call Forwarding work for video calls?

Yes, but if you only have the Fido standard Call Forwarding option. Additionally, if you forward your calls to a mobile phone or landline that doesn't have Video Calling service option the person calling you will see a message "Video Call can't be set up" on their screen, prompting them to make a regular voice instead.

Does a video call go to my Voice Messaging when I don't answer?

No, the person calling you will see a message "Video Call can't be set up" on their screen and can be prompted to make a regular voice call instead.

Can I video call someone who's outside the 3G high speed zone or doesn't have a 3G high speed zone?

No, in either of these instances you'll be prompted to convert the video call into a regular voice call before it can be completed.

How do I make a video call?

Simply dial the number and press the video call button. When the caller's phone rings, the internal camera automatically turns on and show their image on your phone's screen.

To use the video calling, you need Fido 3G High-Speed phone and must be in a 3G High-Speed zone.

How do I answer a Video Call?

You receive a message on your screen indicating that you have a video call. If you accept you will automatically see the caller. If you refuse the call, the caller will receive a message on their screen to make a regular voice call. During a video call, each person sees a video of the person they're talking along with a smaller overlaid frame of their own image.

To use the video calling, you need Fido 3G High-Speed phone and must be in a 3G High-Speed zone.

[shahmiBro]

Call Display with Name Display:

What is Call Display with Name Display?

It's a service that lets you see the incoming caller's phone number and NAME on your phone's display even if they're not in your address book. So you'll always know who's calling you.

Who can subscribe to Call Display with Name Display?

Call Display with Name Display is offered to Fido monthly package subscribers only. You must also have a compliant phone to subscribe to Call Display with Name Display.

How much does Call Display with Name Display cost?

Call Display with Name Display is available with the to subscribers to a monthly package:
- $7 per month for Call Display and Name Display
To learn more about Name Display, visit fido.ca/namedisplay or check out our Value packs that include Name Display at fido.ca/valuepacks. If you have any questions, call us at 611, free of charge from your Fido or 1 888 481-FIDO (3436).
Taxes and other charges are not included.

Which Fido phones work with Call Display with Name Display?

Some Fido phones will display both the name and the phone number of the person calling, and some will display only the name or the number. To find out more about the phones that work with Call Display with Name Display.

How can I block my name from appearing on the phone of the people I call?

For occasional usage, you can block your name from appearing by entering #31# before the number you want to call. If you want to permanently block your name and number from appearing on other people's phones, look in the menu of your phone to see if there's a function to permanently block your caller information, or call 611, free of charge, from your Fido or 1 888 481 FIDO (3436).

How will my name appear on the phone display?

The name that appears is the name you provided Fido when you activated your account and the one you see on your invoice. If all your friends know you as Mickey, but the name you provided when subscribing to Fido is Michael, that name will appear on the phones of the people you're calling.

If a phone number is saved in the phone book of my phone and associated with a given name, which name will appear with Call Display with Name Display?

For most phones, the name in your phone book will take precedence over the name in the system. For instance, if a given number in your phone book is associated with the name "Sis," that's the name Call Display with Name Display will show and not your sister's full name. This may not apply for all phones. Please see the attached list for more details about what to expect from your phone model.

Who will see my name?

Fido and Rogers Wireless customers who subscribe to Call Display with Name Display and landline customers nationwide who subscribe to Call Display will see each other's caller information.

I've already asked for my number to be permanently blocked from appearing when I call. Will that apply to my name as well?

Yes. Permanent Call Display blocking applies to both name and number. If you've already asked for your number not to appear on the other phones you call, your name will also be blocked automatically. Please note that the permanent call display blocking feature blocks voicecalls only.

Does it cost anything to permanently block Call Display with Name Display?

Call Display with Name Display blocking is a free service offered by Fido and you're entitled to one free request per year (either blocking or unblocking).

I'm a prepaid service customer so Call Display with Name Display will not affect me, right?

You'll be impacted as well. You may not be able to subscribe to the service but your name will appear on the phone of the people you're calling.

Will my name and number appear when I send a text message (SMS)?

When sending a text message, if your name and number is programmed in the phone book of your friend's phone, they'll see your name, even if you've permanently blocked your name and number. If your name and number is not programmed in their phone book, your number will always appear but your name won't be displayed on their phone screen.

Will French names with accents appear?

Yes, they should be displayed, but accents will not always appear.

On a call that is forwarded from another caller, what caller information will appear with Call Display with Name Display?

Caller information will not show on a call that is being forwarded.

If the call is originating from outside of Canada, what information about the caller will I receive?

The information about a call coming from outside of Canada will appear only as "Unknown."

[shahmiBro]

Text Messaging:

With whom can I exchange text messages?

Almost everyone, including Fido customers and customers of other major USA and Canadian wireless carriers. You can also exchange text messages with friends abroad, however some international GSM operators block incoming text messages.

How do I send a message?

Phone menus vary, but in general:

• Go to the Message Menu
• Select Text, then New Message
• Write your message
• Press OK
• Enter the recipient's 10-digit phone number
• Press Send

How do I read my messages?

When you receive a message, it goes into your inbox. Most phones will notify you with a beep and display an icon of an envelope. Just select the icon to read the text messages. The text messages will be automatically saved in the Message menu on your phone. You can save, delete, reply or forward your messages.

How long can a message be?

You can send and receive messages of up to 160 characters from your phone, and up to 115 characters from fido.ca. If the message is too long for the recipient's phone, it will be divided and sent to two or more messages.

How many messages can my phone hold?

You can store up to 25 text messages. Some phones can store even more.

How can someone tell me a message is from me?

Your phone number will appear in their inbox (even if you have a confidential Fido number)

Will I receive messages when my phone is off?

Yes, the system will try to send the message every 15 minutes for the first hour, then once every one hour for the next three three days.

How do I send an International text message?

To send a text message while roaming enter "+" then the country code, followed by the wireless phone number and press Send.

Before sending your message, make sure your recipient's carrier is supported.

How much does and International text message cost?

To send text messages while traveling:

It costs $0.25 to send a text message from Canada to a customer of international carrier.

Save up to 30% on international text messages by subscribing to an international text message add-on.

Receiving text messages even from international numbers is free.

How do I send a text message while roaming outside of Canada?

To send a text message while roaming enter "+" then the country code, followed by the wireless phone number.

How much does it cost to send a text message while roaming outside of Canada?

While roaming in the U.S or overseas text messages are $0.75 per message sent, Save with a text travel pack.

Receiving text messages , even while roaming is free.

Prepaid text messaging rates:

While roaming in the U.S or overseas text messages are $0.60 per message sent. Received text messages are free.