How to turn off Easy Roam?!

  • 1
  • Question
  • Updated 2 weeks ago
EasyRoam is easy to activate, but very inconvenient to deactivate. The plan's "stickiness" is a problem when you want to pay the per use rates for phone calls and SMS messages. Koodo makes the problem worse by not telling you when the daily rate is charged. 

Case in point: I was in Mexico with EasyRoam activated, and received an incoming phone call. My Koodo account was charged the daily $10 EasyRoam rate but I received zero notification of this charge on my phone until I got my bill a month later. So a $1 call or $0.75 text message just cost me $10. Each day. This is NOT shock-free billing! 

It seems the only way to deactivate EasyRoam is to call Koodo customer service and request them to do it for you. Really?!!!  Why can't this be done via SMS or the self-serve portal? It is telling that Koodo does not provide instructions on the self-serve site for disabling the plan.

Conclusion: EasyRoam should automatically expire every 24 hours unless customers reactivate the daily plan via SMS. 
Photo of Scott L.

Scott L.

  • 140 Points 100 badge 2x thumb
  • shocked, annoyed, disappointed, frustrated

Posted 1 month ago

  • 1
Photo of Mayumi

Mayumi, Mobile Master

  • 111,976 Points 100k badge 2x thumb
You activated EasyRoam.  So, you knew you will get charged daily fee if you used it everyday/every time you used your phone, correct?

You received phone call for how long?  Pay per use rates for call in Mexico is $1.50/min

I don't agree that EasyRoam should expire every 24 hours.  But I wish that I will be able to disable it through self serve whenever I want/need.
Photo of Allan

Allan, Mobile Master

  • 53,374 Points 50k badge 2x thumb
You can disable it through selfserve. Click view rate plan, manage add-ons and then remove it
Photo of Scott L.

Scott L.

  • 140 Points 100 badge 2x thumb

I activated Easy Roam in November 2017 by responding to an SMS text when I went to the U.S. Deactivating EasyRoam was not so obvious or easy. I did not see it in self-serve. Even now, the Koodo FAQ does not explain how to do this. Even Koodo support representatives did not advise me of this option. 

If an SMS text can activate Easy Roam, an SMS text should also deactivate it.


Photo of Mats

Mats

  • 7,572 Points 5k badge 2x thumb
You added easy roam to your account then used your phone in Mexico and you're surprised you weren't notified there would be an easy roam charge? Plus you didn't use your phone very much and are unhappy that you were charged easy roam rate instead of pay per use rates? Why did you sign up for easy roam and then expect pay per use rates because you didn't use your phone very much.

As soon as any data is used or you make a call or send a text easy roam 24 hour clock starts.

It should be able to be removed from self serve. I can see a point to your conclusion but that might annoy more people than it will help.
Photo of Scott L.

Scott L.

  • 140 Points 100 badge 2x thumb
I activated Easy Roam in November 2017 by responding to an SMS text when I went to the U.S.. 
Deactivating EasyRoam was not so obvious or easy. I did not see it in self-serve. Even now, the Koodo FAQ does not explain how to do this. Even Koodo support representatives did not advise me of this option. 
Photo of Mats

Mats

  • 7,572 Points 5k badge 2x thumb
There is no FAQ on how to do it. In this thread and in another you were shown how to do it through self serve which is by just removing the easy roam add-on under "manage add-ons". Are you saying you still can't or don't know how to do it?
Photo of Dinh

Dinh, Mobile Master

  • 27,608 Points 20k badge 2x thumb
Scott,
Easyroam is considered as an Add-on to your plan.

The approach/instruction to get it on or take off is going through selfserve. The instruction is general. You can find it here: https://www.koodomobile.com/help/changing-your-add-ons
Photo of Mats

Mats

  • 7,572 Points 5k badge 2x thumb
Here is a FAQ on easy roam. Close to the bottom there is the question can I can cancel easy roam. The answer is yes by calling *611 from your cellphone. So the FAQ needs to be updated or the only way to cancel it is by calling Koodo.

https://www.koodomobile.com/help/easy...
Photo of Ranjan

Ranjan, Official Rep

  • 27,624 Points 20k badge 2x thumb
Easy Roam can indeed be added/removed directly in Self Serve - I just validated on my personal account.
I've just flagged the Help article to our team Mats - hoping to have this updated asap to reflect this. At launch, it was indeed only removable by an rep, but the change was mad shortly thereafter to allow customers to manage this like any other add-on - as was pointed out above.
(Edited)
Photo of Mats

Mats

  • 7,572 Points 5k badge 2x thumb
Scott as per your other question about when easy roam is triggered and getting notified about it. Looks like they are looking in to it.
<br

https://community.koodomobile.com/koo...
(Edited)
Photo of David

David, Mobile Master

  • 85,966 Points 50k badge 2x thumb
My other concerns have not been addressed. Namely, when the daily Easy Roam charge is triggered by some qualifying event, why is the customer not advised at the time?

Two reasons have come to light:
  • The reporting to Koodo from the partner carrier is not instantaneous. Thus they get a notice some hours later stating a trigger event occurred at HH:MM, and bill you from that time.
  • Most individuals recognize a trigger event, if they are trying to be cautious about expenditures; they have Data Roaming off until needed, they reply to texts as they wish, and they answer phone calls, rather than letting them go to VM.

 
(Edited)