Skip to main content
Koodo Community

Hi there, 

I was charged an easy roam fee (feb 13th), but I never left Canada. I also did not send any texts during this time. Please reverse these charges. Please also fix your system so that it does not keep doing this. This is the second time in two months that I’ve had to request charge reversals and I’ve never left the country. My understanding is that if I want to avoid this charge, I have to put my phone in Airplane mode. I don’t want to do that - I want to have my phone remain useful to me while I am in my home country. There must be another way...please let me know what it is.  Thank you.

Are these charges on a bill yet? Once they appear on your bill, we can flag a rep to credit the charges. You said this is the second time in 2 months. But I only see you’ve made one post. Did you get the first charge credited yet?

Cell phones worldwide pick the strongest signal to connect to. It becomes an issue when the US has generally stronger signal strength towers compared to Canada that the phone will assume it needs to roam once this situation occurs.

Airplane mode is far from the only otption to prevent this. The following link explains how to change network selection settings on your phone that should prevent this from happening again:

 


Yes, I have already been billed (Feb 13th was the last day of my billing cycle). Please proceed to reverse the charge. Many thanks. 


I’ve flagged a rep to assist with the charges.


Hi ​@lbaldwin 

We have been able to remove the charge since it was due to accidental data roaming.

Please make sure you follow the steps in the link shared by Goran above to learn more about how to prevent accidental roaming when near the border.

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

 


Reply