Changes to our mobile network

We’re phasing out older technologies (1900 MHz) on our 2G and 3G networks.

If you received a message, our records indicate you are using a device that relies on 1900 MHz to connect to our 2G or 3G network, and your service will be impacted by our network changes:

• We are happy to offer you a free pre-selected replacement device. Call us at 1-888-481-FIDO (3436) or visit your nearest Fido retail store to take advantage of this offer before May 23, 2021.
• You may also replace your device, at your own cost, to one of your own choosing – check out our current line up here or log into My Account.
• If you replace your current unsupported device with a compatible device by June 7, 2021 your service will continue with no interruption.
• If our records indicate your unsupported device has not been replaced by June 7, 2021 the services connected to the applicable phone number will be suspended. This means you will no longer have wireless service and will not be billed. To reinstate your service please call us at 1-888-481-FIDO (3436) or visit your nearest Fido retail store.
• If there is no action for this phone number during the suspension period, we will permanently cancel this line on September 7, 2021. This means you will permanently lose your mobile phone number, voicemails and current price plan.

During the suspension period the credit balance will remain on your account; if you reactivate your service it will apply to future charges once billing resumes. If you have other services on your account or usage charges (such as long distance) the credit will be applied to the balance of the overall account at the time of suspension.

If the line is cancelled, a cheque for the credit amount will be sent to the billing address on file when the final bill is issued.

 Devices that use the following frequencies are compatible with our network:

It’s good to know that the availability of each frequency listed above varies by cell site, and devices that support more frequencies, both within a network technology and across different network generations, will have access to more wireless coverage.

Our records indicate you are using a phone that will be unsupported after June 7, 2021 and if it has not been replaced with a compatible device by this date, the services connected to the applicable phone number will be suspended and eventually cancelled.

Newer devices from Fido offer many benefits*:

• Improved coverage
• Faster network speeds
• Better quality voice calls
• Access to Extended Coverage
• Network features such as Wi-Fi Calling and VoLTE to stay connected in more places

*May be subject to network, device or plan requirements

Some older LTE phones and LTE phones purchased elsewhere may not be VoLTE compatible which means they connect to our 2G or 3G network to make voice calls and send text messages.

We have identified you are using an LTE device that does not use VoLTE and relies on 1900 MHz to connect to our 2G and 3G networks for voice services. Your device will be unsupported on our network after June 7, 2021.

VoLTE (or Voice over LTE) lets you make calls over our 4G LTE network instead of using traditional 2G or 3G networks. VoLTE gives you more mobile coverage to make voice calls and offers better audio., This service also allows you to talk while browsing at 4G LTE speeds and provides seamless calling (your call doesn’t drop) when moving between our mobile network and Wi-Fi.

Most Fido postpaid customers with an LTE SIM card, a VoLTE-compatible phone and updated device software can take advantage of this enhancement automatically. You can learn more about VoLTE here. If you are having issues enabling VoLTE please contact us.

Devices relying on 1900 MHz to connect to our 2G or 3G network or that are not VoLTE compatible will no longer be able to make 9-1-1 emergency calls on the Fido network in areas where 1900 MHz has been shut down.

A device does not need to be active to call 9-1-1 but it does need a network connection. As Fido is the only 2G carrier in Canada, 2G devices that rely on 1900 MHz will lose their connection to our network and will not be able to dial 9-1-1. 3G devices that rely on 1900 MHz may connect to another carrier’s wireless network to dial 9-1-1 if coverage is available. As the device is not active there will be some limitations. It is important to note if you are disconnected during the emergency call the 9-1-1 operator will not be able to call you back.

To avoid a loss of service please accept our free replacement device or upgrade your device, at your own cost, to a new one of your choosing before June 7, 2021.

If you do not replace your current unsupported device with a device that is compatible with our network you will not have service either in Canada or outside of Canada after June 7, 2021.

To avoid a loss of service please accept our free replacement device or upgrade your device, at your own cost, to a new one of your choosing before June 7, 2021

Call us at 1-888-481-3436 or visit your nearest Fido retail store before to receive your free replacement device, or to reactivate your line if it is suspended.

If you have general questions or require support, please contact us.