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Dispute Roaming Charge

  • February 18, 2026
  • 6 replies
  • 62 views
J

Hi there, 

I was charged a roaming free on Jan 31 however I never entered the US. I was over 50km away from the US border.  I would like to dispute the $16 charge on my bill. 

I have since turned off roaming on my phone. 

Thank you. 

Best answer by Dennis

Do you see the easy roam charge on your detailed pdf ebill when you logoin to your self serve?

 

To prevent this in the future, please change your network settings from Automatic to Manual and then select Koodo when you are near the border.  Note that this may need to be reapplied after a phone restart

 

 

6 replies

D
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  • Dennis
  • Mobile Master
  • Answer
  • February 18, 2026

Do you see the easy roam charge on your detailed pdf ebill when you logoin to your self serve?

 

To prevent this in the future, please change your network settings from Automatic to Manual and then select Koodo when you are near the border.  Note that this may need to be reapplied after a phone restart

 

 

Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
    J
    • jumboshrimp
    • Author
    • Beginner
    • February 18, 2026

    Yes I do. It is the only “other charge” on my bill. 

    M
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    • MilkyWay
    • Mobile Master
    • February 18, 2026

    Let me flag a rep for you.

    Flo Koodo
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    • Flo Koodo
    • Official Rep
    • February 18, 2026

    Hi ​@jumboshrimp 

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

    For more info about how to prevent accidental roaming charges, please check the article shared by ​@Dennis  above.

    M

    hi there i was charged for 2 day roaming charges on Feb 13th and Feb 15th. I made sure to not use my data for the days i was away to avoid these charges. I did not use my phone while I was im America.  can you assist me in reviewing these charges.

    G
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    • Goran
    • Mobile Master
    • March 4, 2026

    ​@mcintyrehailey 

    I can flag a rep to see if the charges can be refunded, but there’s no guarantees, as they were out of country. Let me know if you’d like me to do so.

     

    Did you just not use data, or did you turn off data roaming in your phone settings?

     

    For future reference, you ideally want to remove “international data roaming” within your add-ons, which prevents data from being provisioned at all while roaming. Sometimes turning off data roaming won’t actually keep it 100% off. You can also remain in airplane mode or remove your Koodo sim/ turn off your Koodo esim in settings. 

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