Hello,
I see multiple charges on my account for roaming each showing 1 min duration. (Dec 9, Dec 11, Dec 13, Jan 1)
I live near the border and sometimes my phone picks up the US networks. I did not travel on those days.
Could you please help me take those charges off my account?
Thank you,
Best answer by Darius Koodo
Hello
We have reviewed the details and we have been able to remove the roaming charges on the dates of Dec 9,11 and 13 since they were triggered due to accidental data roaming, feel free to check the details in your self serve account when you get the chance.
The charge on the 1’st of January was for sending text messages from Canada to US. This is not a roaming charge.
We recommend switching data roaming off and also switch to manual network and select Koodo, 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
Those 1‑minute Easy Roam charges are from your phone briefly connecting to a US tower near the border, even if you didn’t travel.
Koodo bills roaming when your phone registers on a foreign network and sends/receives calls, data, or outgoing texts. Receiving regular SMS is free, but things like voicemail or background data can trigger it.
To confirm, did the charges show up on your most recent bill or are they showing as pending charges?
If you did not travel during that time and the charges show on your most recent PDF bill, a rep can be notified on this platform and they can take a look.
Going forward though, I suggest you check out this article on how to prevent roaming charges, this should help from the issue re-accruing. Also, if you happen to travel to the US at all, it may be worth considering switching to a CAN-US plan. This will allow you to use the US network for free, in Canada or in the US.
Understanding how you'll be charged while travelling | Koodo Mobile
To avoid this from happening again, you can manually select your network to Koodo, so that your phone does not automatically connect to a cellular tower. You will need to do this every time you restart your phone.
In the meantime, you may want to upvote this idea. If there are enough votes, Koodo may consider this option in the future.
Those 1‑minute Easy Roam charges are from your phone briefly connecting to a US tower near the border, even if you didn’t travel.
Koodo bills roaming when your phone registers on a foreign network and sends/receives calls, data, or outgoing texts. Receiving regular SMS is free, but things like voicemail or background data can trigger it.
Yes they already appear on the bill. Thank you for your help
+4Hello
We have reviewed the details and we have been able to remove the roaming charges on the dates of Dec 9,11 and 13 since they were triggered due to accidental data roaming, feel free to check the details in your self serve account when you get the chance.
The charge on the 1’st of January was for sending text messages from Canada to US. This is not a roaming charge.
We recommend switching data roaming off and also switch to manual network and select Koodo, 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
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