Hi there. I had an Accidental roaming charge on my bill this month. I live right on the US border so roams by accident often. Can I please have this removed from my Bill?
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If it showed up on your bill, let me flag a rep to look into it.
In the future, as your phone was prone to accidental roaming, I recommend you disable automatic carrier selection and manually select Koodo. Also, disable data roaming. That should help. More here https://www.koodomobile.com/en/help/understanding-how-youll-be-charged-while-travelling
Hello
Sometimes the device is going to catch the network on the other side.
It's a world-wide situation, since the device settings are set to automatically search for the strongest signal.
You can change that in the settings of the device and set it to Manual Network Selection, after it's done searching, you select Koodo and it stays connected to Koodo, even near the border.
I would also advise to keep Data Roaming off while in Canada. This will avoid any accidental charges. We have a great help page here: https://community.koodomobile.com/plans-services-232910/easy-roam-understanding-how-you-will-be-charged-while-traveling-7811296
We verified the day with the charge and confirmed accidental roaming. A credit was applied for the fee and will update within 3-5 minutes in the Self Serve account.
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