roaming charge

Can you give some more details? What date were you charged for? Were you close to a US border?

Grab your detailed bill PDF from Self Serve (pages 3-4 show exact charges like what tower pinged or SMS triggered it). That’ll pinpoint the cause; often just a quick phone “ping” near border towers or live voicemail.

To fight it next time: Airplane mode on, SIM out, *and* data off (data roaming toggle alone misses voice/SMS pings). Full details here: https://www.koodomobile.com/en/help/understanding-how-youll-be-charged-while-travelling.

Once you see the bill breakdown, and confirm what the charge is for I can flag a rep if it looks wrong; they can verify and adjust. What does Usage in Self Serve say under data/calls/SMS? 

I use my phone for work, I cant have it on airplane mode. I believe the charge is on Jan 13. I haven't gone to the states. Please fix this. This happens almost every bill, you need to deal with it. Not me, Im paying Koodo, not the other way around.

I will flag a rep for you. However, keep in mind that you can easily prevent these charges by disabling roaming on your phone.

To add on to Sophia, you should turn off data roaming to avoid any further unexpected charges, especially if you plan to continue to make calls and send text messages while abroad.

This is something that can be done on your end to stop data leakage on your phone due to an automatic connection to a nearby U.S. cellular tower. You can refer to this link for instructions.

Hello ​@Marcb1 

We verified the day with the charge and confirmed accidental roaming. A credit was applied for the fee and will update within 3-5 minutes in the Self Serve account. 

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.

You can check the link offered by ​@Robert T for more details.