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Roaming charges that should not apply

W

how do I get roaming charges reversed that should not apply.  US roaming.  Working in Whitby Ontario, never left Canada.  Assuming tower across lake Ontario from the US was stronger.  Only received one email stating roaming was started, but had 2 separate charges.  At no time did the email ask if I wanted to activate the charges. 

Best answer by Oliver C

Hi there,

so you’re correct, sometimes this happens where a US tower is stronger than the one closest to you. This can happen for many reasons.

Did the charges already show up on your most recent bill? If they did, can you specify the dates of the charges you would like reviewed? After which I can flag a rep to take a look.

Going forward, if you turn off roaming in your device settings and change your carrier selection from automatic to Koodo, this should help prevent it occurring again in the future. More info can be found in the link. 🙂

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

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    • Oliver C
    • Mobile Master
    • April 4, 2025

    Hi there,

    so you’re correct, sometimes this happens where a US tower is stronger than the one closest to you. This can happen for many reasons.

    Did the charges already show up on your most recent bill? If they did, can you specify the dates of the charges you would like reviewed? After which I can flag a rep to take a look.

    Going forward, if you turn off roaming in your device settings and change your carrier selection from automatic to Koodo, this should help prevent it occurring again in the future. More info can be found in the link. 🙂

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

    Just a guy trying to help out 🙂
    Boa_Guy Koodo
    Flo Koodo
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    • Boa_Guy Koodo
      Boa_Guy Koodo
    • Flo Koodo
      Flo Koodo
    Georgia Koodo
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    Hi ​@Wazzer, we’ve checked the charges you mentioned and as they are accidental roaming we have added a credit to your account, you can check it out in your self-serve.

    To avoid future charges please make sure that the data roaming is off in your phone settings and you are manually connecting to the Koodo network.

    For more information on 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

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    Flo Koodo
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      Goran
    • Flo Koodo
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