I was skiing with my wife at Red Mountain in BC. We were both charged $16 for ezroam but we were never in the US. One charge was Feb 28th and one was March 14. We both have roaming data turned off and our phone are both set to Koodo for main service provider. These charges need to be reversed please.
Question
ezroam charge dispute
I’ll flag a rep to check out the charges. Just make sure you’re logged into the community using your self serve credentials.
Going forward, the first thing would be to turn off roaming as you know but I also suggest you change your carrier selection settings from automatic to manual and then Koodo. This should also help prevent this from happening again.
Note some charges may have to be reset if you restart your device. More info can be found below. 🙂
https://www.koodomobile.com/en/help/understanding-how-youll-be-charged-while-travelling
Ok thanks. My roaming data is off and have set my carrier selection to manual now. It was on auto.
Will a rep message me back on this page?
Correct! A rep will respond here as I have. Their response times may vary, but they will respond. If it takes a while I'll give them another nudge 😎
Hello
We have reviewed the details and we have been able to remove the roaming charges since they were triggered due to accidental roaming, feel free to check the details in your self serve account when you get the chance.
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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