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I was in incorrectly charged for roaming on October 11 while on a flight from Halifax to Ottawa and again during the return flight from Ottawa to Halifax on October 13. Could you please reverse the $28.00 in charges

Hi @Gord 

We could not identify an account based on the log in method you used here. You can log out of the Community and when you log in, use the Self Serve option, as shown in the picture below and we would gladly look into that for you: 

 

I was in incorrectly charged for roaming on October 11 while on a flight from Halifax to Ottawa and again during the return flight from Ottawa to Halifax on October 13. Could you please reverse the $28.00 in charges

 

Hello @Gord 

Thank you for authenticating. 

Sometimes the device is going to catch the network on the other side.

It's a world-wide situation, since the device settings are set to automatically search for the strongest signal.

You can change that in the settings of the device and set it to Manual Network Selection, after it's done searching, you select Koodo and it stays connected to Koodo, even near the border.

I would also advise to keep Data Roaming off while in Canada. This will avoid any accidental charges. We have a great help page here: https://community.koodomobile.com/plans-services-232910/easy-roam-understanding-how-you-will-be-charged-while-traveling-7811296

 

We verified the days with the charge and confirmed accidental roaming. A credit was applied for the fees and will update within 3-5 minutes in the Self Serve account. 

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