I was reviewing our latest bill and noticed that line ***-***-**52 has a roaming charge for Nov 9
he was not in the states on this day, just near the border. Is it possible to fix the charge?
thank you!
Solved
accidental roaming - Nov 9
Best answer by Dinh
Let me flag a rep to look into it for you. In the future since your phone is prone to accidental roaming, please disable automatic carrier selection in the phone and manually select Koodo. That might help
+4Let me flag a rep to look into it for you. In the future since your phone is prone to accidental roaming, please disable automatic carrier selection in the phone and manually select Koodo. That might help
+4Hello
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.
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
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