We recently went away and were sure to turn OFF the cellular roaming on the phone settings before we left to ensure no charges were made - can you please explain why I’m being charged when the phone was not capable of roaming?
The phone was attached to WIFI ONLY and was never used on the foreign cellular network - please correct this.
Hi there
We verified the days with the charges and found that the Easy Roam was triggered by sent text messages while Roaming.
You can also check the usage in the Koodo Usage section.
I will also include a help page with details on how roaming is charged: https://community.koodomobile.com/plans-services-232910/easy-roam-understanding-how-you-will-be-charged-while-traveling-7811296
From what can be verified, the charges are valid. If you want to further investigate, feel free to schedule a call-back through the Koodo Assist or send us a private message via Social Media, through the links on the bottom right of the page.
How can charges be applied when roaming is turned OFF on the device - either you guys have sent us a faulty device where the settings mean absolutely nothing or there is an error in billing. Cellular was OFF the entire time we were away so the charges are not accurate. Please correct on your end.
Got it. Sorry for not clarifying that in my above post. The devices have a setting that can turn off Mobile Data usage while roaming. This setting only affects mobile data usage, all other services work as normal for texting and airtime. More details on that on the apple website.
We also specify this in the link shared above:
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