Good afternoon. We have a roaming charge on our account from January 17, 2026 when my husband drove from Christina Lake to Vancouver. At no time did he go to the States. Please remove the charge. Thank you.
Question
Charged Roaming fee when did not travel to US
+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
Thank you. We have tried to update our phones but it doesn’t seem to accept it.
Thank you for fixing our account.
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