Hi there @tjakubik 

We can see that this was already addressed in the Social Media conversation earlier. We are glad to see that it was resolved.

 Don’t hesitate to reach out whenever you have any inquiries, we are here to help. 

I had the same issue when down near the Mexican border in south Texas. I left my phone in my car at the border to avoid roaming charges as I walked into Mexico at the border crossing. I was charged over 40 dollars in roaming charges. 

FYI you don’t get charged roaming for a callback to your Canadian number when out of country. But it can work better to get assistance through other means in case you’re worried about incurring roaming from other usage at the same time.

@Darin Thibodeau I’ll flag a rep to assist. I’m surprised to see that happened honestly. My understanding was that American cell towers were more powerful than Canadian and Mexican ones, which is what makes phones switch over close to the border. I’m not sure if it’s dealt with as easily as the Canadian-American border as it’s going from one roaming partner to another.

I’m very familiar with the US cell towers as I live close to the Can/US border, and when I’m driving around Lake Superior, even then I’ll pick up a US tower 200 miles across the water at times, but it’s not an issue as I have a US/CAN plan. As I stated, I walked into Mexico at a drive/walk-over customs border crossing in a rural area of Texas into Progreso Mexico, and I purposely left my phone in the car before I went over twice, as I did not want to chance roaming charges in Mexico, but I was charged anyhow. 40 dollars is not something to walk away from since I was taking the necessary precautions. 

Hello @Darin Thibodeau 

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, if possible, while near the border. 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

We verified the days with the charge and confirmed accidental roaming. A credit was applied for the fees and will update within 3-5 minutes in the Self Serve account