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Hi there,

I received a $10 roaming charge on my December bill. The charge is from December 16th, I was in Fort Erie, but never crossed the border. My phone should not have connected. I would like to have the charge removed from my bill. 

Thank you

Hello ​@Yelrah 

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 day with the charge and confirmed accidental roaming. A $10 credit was applied for the fee and will update within 3-5 minutes in the Self Serve account. 

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