Hi there ​@nemer 

We can definitely look into that for you. Unfortunately we could not authenticate the account through the log in method used here. You can log out of the community and when you log back in, use the Self Serve option, as in the following picture: 

Let us know when it is completed. 

Thanks so much, I have completed this.

Hello ​@nemer 

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. 

Great, thank you!

Hi Again! I just did a quick scan through my other bills and noticed the same thing happened with my June 2024 bill (there were 6 roaming charges). Again, I did not leave the country so should not have been charged. In future, I will make sure data roaming is off. Thanks again for your advice/help!

 

Hi ​@nemer 

Unfortunately, the charges on June are outside of the disputing period. Koodo gives 30 days period to dispute any charge that you do not agree with (in case of roaming, it may extend to 90 days in case the charges appear on the bill later). You can check the Service terms here https://www.koodomobile.com/en/service-terms

If you wish to dispute the charges further, please schedule a call back or you can send us a message on social media using the links at the bottom of this page.