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Question

accidental roaming charges

  • December 20, 2025
  • 2 replies
  • 33 views

Hi there

 

I have accidental roaming charges again. I follow all directions on how to avoid, they simply do not work consistently. I live close to the USA but as you’ll see have not entered the USA.  Please remove the charges thanks

2 replies

Allan M
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  • Mobile Master
  • December 20, 2025

I’ll flag a rep to take a look for you.


Flo Koodo
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  • Official Rep
  • December 21, 2025

Hi ​@dfefdfdfd 

We have reviewed the details and we have been able to remove the roaming charge since it was triggered due to accidental roaming, feel free to check the details in your self serve account when you get the chance.

We recommend switching data roaming off and also switch to manual network and select Koodo in the phone settings, this would prevent the connection to a US tower when near the border.

For more info about how to prevent accidental roaming charges, please check out this article https://community.koodomobile.com/plans-services-232910/easy-roam-understanding-how-you-will-be-charged-while-traveling-7811296

 

Also, feel free to check the available  plans in your self serve account, as you might be eligible for a Canada-US plan: https://www.koodomobile.com/en/help/changing-your-rate-plan

With a Canada-US plan, there will be no fees for when the phone picks a US tower while near the border,. On top of that, you can use your phone without additional charges in US (some exceptions apply). More about Canada-US plans, you can find here https://www.koodomobile.com/en/help/traveling-with-your-canada-us-rate-plan