Beware of the Fido Roam

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Beware of the Fido Roam

If you have a Fido Pulse plan, Fido will have enabled (whether you wanted it or not) the Fido Roam plan. You might think you can just ignore it if you have no interest in using their roaming services but that is not the case. There are in fact a few sneaky little gotchas that may cost you upwards of $180 in extra charges on your next bill if you aren't fully informed. Read on.

 

It used to be that when you arrive in a destination country, you'd recieve a text message informing you that you were roaming and that pay-per-use roaming charges would apply. You would then even be given some roaming package you could choose to opt-in to. Cool!

Not the case anymore. Now with Fido Roam enabled, what happens it that once you arrive in your destination country, you'll recieve a text message that looks something like this:41945306_10155496318011734_1795333541324652544_n.jpg

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

It would be very easy to think that by just not turning on your data (and data roaming) you'd be ok BUT that is not the case at all. There in lies the grand trap that cost me a small chunk of change! 

 

You will automatically enable Fido Roam services for a 24 hour period at whatever cost was specified in the initial text if you simply send a text message OR recieve an MMS message (a text with a picture) OR recieve a call and reject it (rather than letting it ring and go to voicemail). You won't have any idea that you activated it either until you get your bill at the end of your billing cycle. Further more, you can't even disable it from your customer account portal, you need to either get onto live chat or call a customer service representative to have them disable it!

 

I have a dual-SIM phone and in my case, it used to be that upon leaving, I'd disable Fido's data and enable my host countries data plan and I'd be free and clear. If I recieved a text or call on my Fido line, I could simply respond to it and pay the one time usage fee... turns out this year, that wasn't the case and rather than paying $10.50 for sending about 14 text messages I was dinged $84! Now that's one hell of a markup in price! 

 

I highly recommend you disable Fido Roam ASAP before travelling and instead, get a SIM chip for the country you are visiting. You will almost ALWAYS get a far superior deal to any roaming package Fido offers you! 

 

Going forward, here is what FIdo should do:

1) When the roaming plan has been activated for a 24 hour period, you should recieve a text message indicating it has been activated and should also give you the exact time it will be deactivated (as it lasts for a 24 hour period).

 

2) There should be a quick and easy way to opt out by text message.

 

3) It should NOT be automatically enabled on any plan, instead users should be able to opt-in to it like before.

 

4) It should be easily enabled/disabled via the customer service portal as opposed to having to actually have a customer service rep do it for you.

 

I don't forsee any of these happening though because there is money to be made as data overage and roaming charges bring HUGE dollars to telecom providers. 

 

Hope this helps someone from falling into this trap because if you think Fido will reimburse you, you are sorely mistaken. You will be told that their roaming policies are "clearly laid out" on some part of their site for anyone to read... sadly this is all after the fact that you've fallen into the trap!

 

Now cue the customer service reps and community mods to chime in with their copy-pasted responses indicating how sorry they are that I feel this way and that it's not for everyone and so on....

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Re: Beware of the Fido Roam

Hey @Fredyo!

 

Thanks for your feedback! That's certainly a lot of points to cover and I promise not to copy/paste anything. Smiley

 

I just have a few points to clarify there:

 

1. We extended Fido Roam to everyone so all our customers can take advantage of it while traveling. In general, there's more value in using Fido Roam then pay-per-use. Hence why we went with the opt-out model rather than the opt-in one.

 

2. Although we extended this to everyone, you do have the options to opt-out anytime to use our pay-per-use rates. Those rates and Fido Roam information can be found here.

 

3. Usage that triggers Fido Roam includes making or receiving a phone call, retrieving voicemails, sending a text (receiving is free), sending/receiving a picture message or using data. Rejecting a call will not trigger Fido Roam.

 

That all being said, I completely understand if Fido Roam doesn't meet your particular needs. We will certainly take all your other suggestions in consideration.

 

If you would like to discuss you billing, I would be quite happy to send you a PM to discuss it further with you. Smiley

 

Let me know.

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Re: Beware of the Fido Roam

you don't understand the main point, Fido hides the ways to avoid these charges.

Fido plays dirty with its customers.

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Re: Beware of the Fido Roam

you informed us after the charges are applied, you should ask first, then charge. Why is that so hard to understand?

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Re: Beware of the Fido Roam

I have now called 3 times over the past 2 years to have Fido Roam turned off on my phone. Each time I have been promised by the agents that it had been turned off and each time I have received the fixed roaming charges when travelling afterward. I just spent 2 hours on the phone this time to supposedly get the charges reversed.

 

The agent said I could look at the service details for my phone account on the web to confirm that Fido Roam was turned off. I asked him to find that for me and after he looked for awhile he came back and told me that you cannot see it on-line. That the only option was to call an agent each time before I travelled to confirm that it was off. .....That is ridiculous!!!

 

This has cost me a lot of money over the past couple of years. I will now be looking for another phone provider.

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Re: Beware of the Fido Roam

Hey @storminne

 

Thank you for connecting with us through the Community and sharing your feedback!

 

Rest assured this isn't the experience we aim to provide our customers with and we're sorry that you had to go through this. We want your experience to be seamless. That said, if you had contacted us to opt-out of Fido Roam and it wasn't done, please reach out to us and we'll make sure to rectify the situation on our end. We can also send you a PM from here.

 

It's good to know that we normally send our customers email confirmation when the opt-in or opt-out of a feature too. Had you checked your emails?

 

As for Fido Roam, you can always confirm your enrollment status by texting the word ROAM to 222 from your device.



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Re: Beware of the Fido Roam

I asked but the agent said he could not send a confirmation email. No confirmation email was sent.

 

I do not want to try texting ROAM because I'm afraid it may turn on the feature. If I am still a customer I will call before I travel the next time to confirm Fido Roam is OFF.

 

Fido should have the default set to OFF and that a person needs to call in to activate it. If all you do while traveling is phone or text (not use data), the per minute rates are always less than triggering the flat rate charge.

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Re: Beware of the Fido Roam

Yes, this also just happened to me $120 in charges I have been billed for nothing.  I have been a long time customer also and basically was told to make sure I know how to use the features on my phome.  I don't expect to be billed for something I'm not aware of. Very poor customer service, it's enough for me to change provider's when my contract is up for my 3 phone lines with Fido.

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Re: Beware of the Fido Roam

Hey @SH75,

 

Thank you for sharing your feedback with the Community.

 

We understand that unwanted charges are never fun and we don't want our customers to have any such surprises on their bills either!

 

Keep in mind that only a usage made through the Fido sim card will trigger a charge. If you do not make any usage, there is no fee. We also make sure to send a text notification to our customers when they connect to a local tower in a covered destination about the charges they will incur if any services are used.

 

Did you receive the sms notification?

 

That said, Fido Roam is enabled on all our postpaid plans automatically. You can opt-out by contacting customer service and have pay-per-use rates going forward.

 



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Re: Beware of the Fido Roam

The problem is that I have requested 2 times in the past to have my phone service deleted from the Fido Roam feature. Each time I was promised by the agent that I had been deleted. After returning from trips I found that I had been charged the flat rate daily fee after having made only a one minute phone call or sent one text in a day. A $12 charge for one text sent is much more than a $.75 charge or $2 call that I was expecting to incur.

 

Most of the time I took the agent's promise that the feature had been cancelled but it was never done. Each time when I called after the fact the agent said they would need to search the archive records to determine that I had indeed asked for Fido Roam to be turned off. The last time after 2 hours on chat, the agent finally confirmed that the records said I had indeed requested it be turned off and offered a refund.

 

I no longer can trust that the Fido Roam is OFF and I must call in prior to any trips I take. I suggest that any other users do the same or they will end up with unwanted charges. The default that Fido sets is to automatically have Fido Roam activated which means that you will be charged $12 for a single $0.75 text or a $2.00 one minute phone call. Be aware!

 

My advice is that people should make note of the date and time or save printouts of any chat conversations with Fido agents that they may have because they will otherwise deny having such notifications from you and deny any credits for their faults.

 

Just speaking from past experience......

 

 

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Re: Beware of the Fido Roam

No I never recieved that message, I got a message saying I have Fido roam for 12 dollars a day well I already knew that.  What it should say is if you don't want to be charged turn the Data off because you will be charged whether you use the phone or not.

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Re: Beware of the Fido Roam

I hooked onto WIFI at the Hotel, unknowingly being charged anyways.

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