How to File a Complaint About Fido
Fido is a Rogers brand. Here is where your complaint actually goes, and what to write when you get there.
Fido is a wireless and internet brand owned by Rogers Communications, running on the Rogers network.
Last updated: November 6, 2026
Most Fido complaints go to the CCTS, not the CRTC. Billing errors, unauthorized charges, contract disputes and service that does not work as sold are all CCTS matters. The CCTS is free, independent of Fido, and can order billing corrections and compensation of up to $5,000. You can reach it at 1-888-221-1687.
Reaching Fido First
1-888-481-3436 — Monday to Saturday, 9am to 7pm Eastern. Closed Sunday.
Where to File
| Your Issue | Where to File |
|---|---|
| Billing errors, unauthorized charges, contract disputes | CCTS |
| Service that does not work as sold, dropped calls, slow data | CCTS |
| Being held to a contract term you were not told about | CCTS |
| Misleading advertising | Ad Standards / Competition Bureau |
| How the rules themselves are set | CRTC |
Fido at the CCTS: The Numbers
From August 2024 to July 2025, the CCTS accepted 1,877 complaints about Fido: 7.9% of every complaint it took in, and number 4 among all providers. In the six months from August 2025 to January 2026 it accepted 2,080, up 156% on the same six months a year earlier.
Fido drew more complaints in the first half of 2025-26 than in the whole of the previous year, and the CCTS singled it out as the fastest-growing of the five most-complained-about providers. Nearly all of them (94%) were about wireless service.
What Fido customers complain about
The issues raised most often in Fido complaints the CCTS concluded in 2024-25, using the CCTS's own labels:
- Incorrect Charge — 14.5% of issues raised
- Credit/refund not received — 13.7% of issues raised
- Disclosure Issues — 9.6% of issues raised
If yours is one of those, you are not an edge case, and the template further down is written for exactly that kind of dispute.
Sources: CCTS 2024-25 Annual Report and 2025-26 Mid-Year Report open data, counted by acceptance date. Contains information licensed by CCTS under its data license. See every provider ranked.
Before You File
The CCTS expects you to have tried to resolve it with Fido first, so do this part properly — it is also what makes your complaint concrete.
- Contact Fido through the support route above and note the date, who you spoke to, and any reference or ticket number.
- Write down what you are actually asking for: a refund of a specific amount, a charge removed, a contract cancelled without penalty.
- Keep your bills. The bill showing the disputed charge is the single most useful document you have.
Escalating Beyond Front-Line Support
Fido runs its own complaint page rather than sending you to Rogers. Start with a specialist on the number above, or schedule a callback from that page, and get a reference number. For a wrong bill, the page's Request a review option opens Fido's online assistant, which takes billing disputes; Fido says it responds within 5 business days. Fido's complaint page no longer links to its online management-team form, but the form still works at its own address: fido.ca/forms/fido-resolve-a-concern if you sign in with Fido My Account, or fido.ca/forms/resolve-a-concern-non-customer-fido if you don't. Keep a copy of what you send. The written route is a letter to Fido Customer Service, Share a concern, 70 Assomption Blvd, Moncton, NB E1C 1A1. You do not need to escalate any further inside Fido before going to the CCTS.
Revised November 6, 2026: Fido's complaint page no longer links to its online management-team form, but the form still works at its own address, so this guide gives it again. (Revised October 26, 2026: the form disappeared from Fido's complaint page.)
Resolve a concern or complaint with Fido (opens on their site)
For the wider picture, see our Rogers complaint guide.
Fido does not publish an 'ombudsman' or an 'Office of the President'. If that is what you are searching for, the independent body you want is the CCTS.
We track the rules that decide what lands on your bill
Activation and cancellation fees were banned in June 2026, and by April 2027 providers must let you cancel online. We follow the CRTC proceedings behind rules like those, and email our list when something is actually decided.
Filing with the CCTS
Fido appears on the CCTS participating-provider list as Fido, so a complaint can be filed against it directly.
- Go to the CCTS complaint form
- Select Fido as your provider
- Describe the issue and the steps you have already taken
- Include your account number, any reference numbers, and copies of the relevant bills
- The CCTS contacts Fido on your behalf, and the provider gets 20 days to resolve it before the CCTS investigates further
There is a one-year deadline. The CCTS will not act on a complaint brought more than one year after you knew, or ought to have known, the facts behind it. There is a limited exception: up to 18 months, if you raised it with the provider within the first year and you were both still trying to resolve it after the year was up. If your dispute is older than that, file anyway and explain when you found out.
Free Complaint Template
Fill in the bracketed details and paste this into the CCTS form. Factual and specific beats long and angry:
"I am a Fido customer (account [number]). Since [date], [describe the problem — e.g. I have been billed $X per month for a service I did not order / my promised credit of $X has not been applied / my service has not worked as contracted]. I contacted Fido on [dates] and spoke with [names/reference numbers]. I was told [their response]. The issue remains unresolved. I am seeking [specific resolution: refund of $X, removal of the service and a credit for all charges since [date], cancellation without penalty]. I have copies of my bills and my contract available."
Two Rules Worth Knowing
- Since June 12, 2026, providers may not charge a fee for activating or changing a plan, or for cancelling a cellphone plan that has no subsidized device on it. What the ban covers.
- By April 26, 2027, providers must let you cancel or change an internet or cellphone plan through self-service tools, with changes taking effect immediately to the greatest extent possible. What changes in 2027.