I was incorrectly charged for roaming on my most recent Koodo phone bill for $14, I was still in Canada at that time simply live close to the border and often get roaming charges. Requesting this charge to be reversed.
is there a way I can prevent these charges? Thank you!
Best answer by Georgia Koodo
Hi
The charges was triggered by an outgoing SMS while the phone was connected to an US tower. To avoid future charges please make sure that you are manually connecting to the Koodo network and the data roaming is off in your phone settings.
For more information on 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
+4As the fee already showed up in your bill, Let me flag a rep to look into it,
Regarding the question of avoiding accidental roaming, try to disable data roaming and disable automatic carrier selection in the phone. Manually select Koodo will help (you might have issue with Wifi Calling if you do this though).
+4Hi
The charges was triggered by an outgoing SMS while the phone was connected to an US tower. To avoid future charges please make sure that you are manually connecting to the Koodo network and the data roaming is off in your phone settings.
For more information on 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
Hi Koodo - I had the same thing happen to me. I see here how I can avoid it in the future but is it possible to have the charges waived on my last bill?
Thanks for any answers you can provide!
H
+4Hi Koodo - I had the same thing happen to me. I see here how I can avoid it in the future but is it possible to have the charges waived on my last bill?
Thanks for any answers you can provide!
H
Let me flag a rep to look into it. The easiest way to avoid is to disable automatic carrier selection and disable data roaming in your phone. Manually select Koodo would help.
+4Hi
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.
Please check the link shared above to find more about how to prevent in the future.
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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