Hey all. Been very happy as a Koodo customer for over a year now, but ran into a pair of 1 min roaming charges on the last bill. My home is in a spot where I think there is some overlap with the states (I'm on Southeast Vancouver Island) and I've seen it flip just by going to the other side of my bedroom, the extent of my travel.
Am I on the hook for this or is it reversible?
Thanks all, every dollar counts these days.
+4Southeast Vancouver Island is a known spot for this — you're close enough to the US side that your phone can latch onto an American tower without you going anywhere.
Those "1 minute" entries are just how an Easy Roam trigger shows up on the bill — it doesn't mean you made a call. A sent text, a bit of data, or dialling voicemail is enough. If there's a 99999 entry beside it, that's the Koodo/Telus marker for the triggering event.
Once you receive the pdf bill. Download the PDF bill, check pages 3 and 4 to confirm the dates, then submit them through Ask us to review a charge in Self Serve: https://www.koodomobile.com/en/help/ask-us-to-review-a-charge-on-your-bill — accidental roaming like this normally gets credited. Since there are two charges and that tool only handles one at a time, I'll flag a rep for the second.
To prevent it: turn data roaming off and manually select Koodo in the network list instead of automatic.
To avoid this from happening again, make sure to manually select your network to Koodo, so that your phone does not automatically connect to a nearby U.S. cellular tower. You will need to do this every time you restart your phone. https://www.koodomobile.com/en/help/understanding-how-youll-be-charged-while-travelling
In the meantime, I would suggest you to upvote this Idea. Hopefully they will be able to implement this idea in the near future.
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