Incorrect Roaming Charges

I’ll flag a rep to check out the charges. Just make sure you’re logged into the community using your self serve credentials.

Going forward, I suggest you turn off roaming in your device settings and that you change your carrier selection settings from automatic to manual and then Koodo. This should help prevent this from happening again. It may even be worth considering a Can/US plan, this would negate further charges and allow you to roam in the USA for free if you plan to travel there or go close to the border. These can be found if you go to change your plan in self serve.

Note the carrier selection change may have to be done again if you restart your device. More info can be found below. 🙂

https://www.koodomobile.com/en/help/understanding-how-youll-be-charged-while-travelling

Hi ​@smj 

We have reviewed the details and we have been able to remove the roaming charges since they were triggered due to accidental data roaming, feel free to check the details in your self serve account when you get the chance.

We recommend switching data roaming off and also switch to manual network and select Koodo, this would prevent the connection to a US tower when near the border.

For more info about how to prevent accidental roaming charges, please check out this article https://community.koodomobile.com/plans-services-232910/easy-roam-understanding-how-you-will-be-charged-while-traveling-7811296

Also, feel free to check the available  plans in your self serve account, as you might be eligible for a Canada-US plan: https://www.koodomobile.com/en/help/changing-your-rate-plan

With a Canada-US plan, there will be no fees for when the phone picks a US tower while near the border,. On top of that, you can use your phone without additional charges in US (some exceptions apply). More about Canada-US plans, you can find here https://www.koodomobile.com/en/help/traveling-with-your-canada-us-rate-plan