Purcased the 30 All US package, got a text saying I dont have roaming!

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I purchased the 30All US package before leaving Canada and received an email confirmation.

After I crossed to border I received a text from Koodo saying I don't have a roaming package. WTF so what is it? Am I covered or not?
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Alison Barton

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  • confused and frustrated

Posted 2 years ago

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Robert, Mobile Master

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Hello Alison

What did the SMS say exactly? Copy and paste the Texte here
(Edited)
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Sophia, Mobile Master

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You are covered.... However, you will need to add the (free) roaming addon to your plan. Very confusing and I wish Koodo would change it!
(Edited)
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BobTheElectrician

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This is only the 4th post regarding roaming SNAFU that I have replied to TODAY.

C'mon Koodo. Please make this a little simpler. Nothing makes a customer more hot under the collar than to pay for a service in advance, find out they can't use it, and have no way of actually contacting the mothership by phone while they are travelling without going through a lot of hoops. To add insult to injury, if they are overseas there is no phone service at all.
(Edited)
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Goran, Mobile Master

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There's definitely been a huge surge of these questions in the last few days.
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Kate Thompson

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The same thing happened to me just yesterday when I crossed into the States. Then I couldn't get data even though I'd paid for the 10ALL plan. Then I tried again and got a text message saying I already had that...but I still couldn't get any data. Frustrating. Last year when I got 10ALL it worked fine. Please fix this and give me an extension of the missed day(s) or credit for the useless day. I haven't been anywhere today to check if I have data. Thanks.
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Bernard, Official Rep

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@ Kate, you are covered. Would be great if you could post a screenshot of the text you received so we can get to the bottom of this. Thanks!
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Kate Thompson

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Ok. I'll figure out how to do a screen shot if I can. Thanks to you, too.
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Jordan Reynolds

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I'm having the same issue.  I received a notification that it was activated before I left Canada, but as soon as I entered the US I got the notification that I had no roaming package.  If I look at my add-ons, it shows the $40 10ALL package, and trying to text 10ALL to 4545 again says that the addon "has already been enabled on my account"

The only $0 roaming addon I can find is roaming voice, which fails to activate when I try.

No idea if I'm covered or not right now.
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Bernard, Official Rep

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You are. Can you pls post a screenshot of what you got upon crossing the to the states? 
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Tammy Goulding

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I have the same issue bought the 10ALL and got a message when we got to the states. Am I covered, was the message just an error?
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Bernard, Official Rep

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Yes, you are covered, I see the add-on on your account and that you also received an text confirmation about its expiry date etc.
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Bernard, Official Rep

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@ Alison You are covered! Can you pls post a screenshot of the text you received upon crossit to the states?
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Alison Barton

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Tiz

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There are so many post regarding roaming. I cannot believe that Koodo did not do anything regarding this problem. Most probably Koodo needs to hire a space scientist to figure out and fix a problem that somebody else could fix in minutes. Did I say minutes? most probably I should seconds. Just a bit of good will and CUSTOMER SERVICE.
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Kate Thompson

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Those screenshots above match what i saw. Please fix this! This is two days gone out of the 10 i signed up for. Thanks.
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Kate Thompson

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WHEN you fix this problem, it would be very helpful if you sent each of us a text message specific to our situations, so we don't have to keep checking this forum. Thanks.
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Kate Thompson

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So why can't i still use my data? Getting very frustrated.
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Bernard, Official Rep

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Looks like you are able to text, right? Is your data by any chance turned of on your phone settings? 
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Kate Thompson

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Yes, I'm able to text, though I can't receive photos in texts, even when using wifi where I'm staying. Even when I turned data on I could not access the internet. I tried that several times in different locations.
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Bernard, Official Rep

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In that case it sounds like the US network that you are on may not have the strongest signal where you are. Also, pls check if your roaming data is turned on on your phone.
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Mayumi, Mobile Master

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I thought MMS are excluded for roaming add-ons.
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Bob Root

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I am having this same problem -- my screenshots match those above.  How do I fix it?  
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Kate Thompson

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Ok. Got it. For anyone who has an LG phone: I went into Settings --> Tethering & networks --> Mobile networks --> Mobile data.

Melissa, why was this necessary this time but not last year when I used the same 10ALL add-on?
Thanks.
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Melissa, Employee

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Usually Data roaming is turned off by default on your phone...unless if you manually turn it on/off.  Koodo doesn't have any control over the basic settings of your phone. If something is disabled from your phone, the only way that it can work is by it being turned back on from your phone settings.  Did you purchase a new phone since last year? Perhaps it also has to do with a software update too.
(Edited)
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sarah

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Hi there, I am experiencing the same issues as stated above. Purchased the ALL40 add on , received confirmation it was active and when I landed in the U.S received a text saying I did not have the roaming add-on. Any chance this text is a mistake and I am covered?

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