Let me flag a rep to help you out.
Hello @alysha_Coop
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
We verified the days with the charge and confirmed accidental roaming. A $28 credit was applied for the fees and will update within 3-5 minutes in the Self Serve account.
Hey Darius, thanks for your message! I see you are hot on this topic with many customers experiencing the same thing.
Thanks for the info link, I will check that out!
Although I have done these recommended steps before and it either does not work, resulting in roaming charges, OR, it does work but renders the device useless with no access to calls or texts…. Soooo, although there are possible solutions to actually stopping the roaming charges, it doesn't necessarily help paying customers access their full Koodo services, simply because of location and I suppose stronger cell towers on the US side….. if I am understanding correctly.
Is a long term solution for this possible? or will Canadian west coast koodo customers have to take this at a disadvantage?
Appreciate your feedback Darius, and thank you for reversing the charge! ~ Alysha
The only way to avoid roaming charges is to manually connect to the Koodo network and keep the data roaming off in your phone settings.
If this a frequent issue you may also be interested in a Canada-US plan, you can find more information on these plans here https://www.koodomobile.com/en/help/traveling-with-your-canada-us-rate-plan
Although I have done these recommended steps before and it either does not work, resulting in roaming charges, OR, it does work but renders the device useless with no access to calls or texts…. Soooo, although there are possible solutions to actually stopping the roaming charges, it doesn't necessarily help paying customers access their full Koodo services, simply because of location and I suppose stronger cell towers on the US side….. if I am understanding correctly.
Is a long term solution for this possible? or will Canadian west coast koodo customers have to take this at a disadvantage?
To clarify, Roaming and roaming charges happen when you connect to a foreign (non-canadian) network (a roaming network). This typically occurs when you are in a foreign country.
Since canada borders the US, sometimes customers near the border may accidentally connect to a US network. This is accidental roaming. However you are saying due to poor coverage in your area you are voluntarily connecting to the US network. If you do this, you will get charged for roaming as you are voluntarily connecting to the US network. The ongoing issue is the not roaming charges that you are annoyed with. Changing your network settings to manual will indeed solve this issue. Your issue is with coverage in your area.
Short term, Koodo is not going to be able to just put up a new tower. Your best solution maybe to go into your self serve and switch to a Canada-US plan and then you can connect to any canada or US tower without any roaming charges.