charged for overages while travelling, though i had travel add on

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  • Updated 2 weeks ago
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I have charges for overages while travelling even though I had the travel add-on. how come? its and extra $100 on top of the add-on
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Darcy George

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Posted 2 weeks ago

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Goran, Mobile Master

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Well easy roam let's you use your regular plan, so if you ended up incurring more than your data allotment in usage for example you're going to get overages. Did you get your bill yet for it? If so, check page 3 and see if your usage in general was above what your plan includes.
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Camilo_A

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Hi there!

Hoping that everything went well during your trip!

Quick question, Were you on a cruise? Or did you use your phone while on a plane? if yes, most likely you were connected at satellite network and that is definitely not covered by easy roam...

When your bill is ready, take a look, or even, go to your Self Serve account and under usage you can see the break down of your usage day by day...

Enjoy! 
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Darcy George

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didn't use up my plan data, was all while I was in transit flying across atlantic.
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Goran, Mobile Master

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So your phone was in airplane mode the whole time as well?
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Darcy George

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I had turned on airplane mode and didn't touch my phone.
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Goran, Mobile Master

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And it was only during your flight time the charges and not any other time
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Darcy George

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it was luftansa and they offered internet, but didn't bother with using the phone.

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Camilo_A

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That might be the reason why... check your usage in Self Serve... If you see periods where there is data usage and you were not charged, it means your Easy Roam definitely worked, and it was only during that moment in flight when you were not covered since easy roam does not work while connected to a satellite network! 
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Goran, Mobile Master

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Except OP is saying that airplane mode was on the entire time
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Camilo_A

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We both know that if airplane mode is on, no usage will be possible...
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Darcy George

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I hit the button to turn it on, and put my phone away. Didn't take it back out til the flight landed in montreal.

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Mats

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Looks like you missed hitting that button.
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Dennis, Mobile Master

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What does it say exactly on your downloaded pdf e-bill from your self serve?
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Mats

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Goran and Camilo(twice) have both asked him this question. I dont think he wants to answer it lol.
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Dennis, Mobile Master

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I dont give up as easily
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Darcy George

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my bill cycle isn't up, i can only see from my data usage view.


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Goran, Mobile Master

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You'll have to wait until then for a detailed breakdown.
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srlawren

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@Darcy okay forgive me if this seems like stupid questions but what add-on exactly were you using, and where were did you travel to?  The reason I'm asking is that $100 if I'm not mistaken is the billing cycle cap for EasyRoam charges.  So if you used your phone at least 10 days overseas, you would get charged $10 per day that it was used and then hit the cap.  Just a guess here.
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Darcy George

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i had added the intl easy roam onto my phone when i left to go to porugal/spain i used my phone like normal while there and everything is good for the days i was there. the trip home i put my phone in airplane mode, but was still charged for 118.55mb of data, at the cost 94.90. i don't have a bill yet as my bill cycle is not over, but i can see it in my usage view.
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Bernard, Official Rep

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It doesn't look like airplane was properly hit Darcy. We have records indicating that your phone was connected in the air which Easy Roam (just like satellite connection on cruises) does not cover. Because this is a public forum can't really share more however if you send us a private message of Facebook we can give you more details.