Beware of the Fido Roam

I'm a Contributor Level 2 Fredyo
I'm a Contributor Level 2

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....

Accepted Solution

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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I'm a Contributor Level 2 Fredyo
I'm a Contributor Level 2

Re: Beware of the Fido Roam

I'm not buying it. I'm able to send and receive texts in near real time with anyone when I'm abroad there is no reason I couldn't get a text and/or email about Fido Roam kicking in moments after it does. 



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I'm a Participant Level 2 ricksmithers
I'm a Participant Level 2

Re: Beware of the Fido Roam

i just got caught in the same trap. Went to Vegas last December and got Roam enabled.  After I returned to Canada, I assumed it was reset, and i would have to activate it again when i needed it.  I dont look that closely at my bills, so I just noticed that it had been billing me 7 bucks every time i enter the states, even for an hour., for the last 6 months.  i never made or received any calls, or sent any texts. So I assume something must have been using data.


Fido can try to justify it all they want, but it is clear to me that this is an incredibly poorly designed product, and is purposely deceptive and predatory to extract maximum revenue from unaware customers.


I called customer support and have had it disabled, and i certainly will never use it again.  They were unwilling to refund any of these past charges. I will also take this into consideration when making future carrier decisions.

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I'm a Contributor Level 2 Fredyo
I'm a Contributor Level 2

Re: Beware of the Fido Roam

Press them harder for a refund. It took me a while but I had them refund me the difference of what the regular roaming charges should have been and what they were with Fido Roam. I made it clear that  I had no issues paying for regular roaming charges as that's what I was expecting to pay.

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