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

Hey @SH75,

 

The message we were referring to was the one Welcome one that we send when your device connects to a foreign network: "Hi, it’s Fido: Welcome to the U.S.! You’ve got Fido Roam with your plan, so go ahead and use your plan's existing data, talk and text like you do at home. As of February 6th, 2020 the rate is $8/day (+ taxes) in the U.S. Happy travels! Questions? Check out www.fido.ca/m/roam or call +1-514-933-3436 (free)."

 

In addition to the welcome text message which details the regular rates you would be charged, you can also check roaming rates from our website. We also have a useful article on the Community that you can check out to learn more. 

 

If the Data Roaming is left ON, your smartphone will connect to data in the background for various reasons, as many applications automatically search for online updates whenever the device is on.

 

I hope this helps clarify a bit. 



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Re: Beware of the Fido Roam

So if a phone owner is traveling and gets the warning message to go ahead and use Fido Roam (even though it had been requested to be turned off), that tells you that it has in fact been reactivated without your request.

 

So if the phone owner is already in a different country when they get your message by text, how can the Fido Roam be deactivated??

 

Can the person deactivate Fido Roam without contacting Fido by making a phone call, or sending a text message, or using LTE? Any of those activities will trigger a flat roaming charge.

 

PS: Europe is $12 per day( or maybe that has increased as well?)

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Re: Beware of the Fido Roam

Yes I keep getting the run around same answer. Basically Fido counts on the fact that people who are not smart phone savvy would just assume we will not be charged if we DO NOT use the phone otherwise the message sent would say welcome abroad blah blah blah and at the end of the message in BOLD it should state if you do not TURN OFF DATA you will be charged whether you use the phone or not. I'm sure at few extra words could be added to our welcome abroad message so save us all hundreds of dollars. 

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Re: Beware of the Fido Roam

Hey @storminne

 

Even when you're out of the country and wish to be un-enrolled from Fido Roam, you can contact us via live chat, or by private message over Facebook or Twitter. If you don't have access to an internet connection when roaming, you can also call in by dialling our international number from your Fido device. You can find the number here: https://fido.ly/35FucaV. Also, the call is free when you call our customer service line. 😊

 

An agent will be able to deactivate Fido roam from there. 



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Re: Beware of the Fido Roam

Hey @SH75 ,

 

The text message we send out is to inform of the applicable charges should usage take place. Within the same text message, we do provide a link to our web page about fido roam and also provide a phone number where the customer can reach us for any inquiries. Also, the call is free if you call the number mentioned from your fido device! 

 

It's important to always review our information before travelling to ensure you won't generate any unwanted roaming charges. You can always reach a live rep by calling in, via Live Chat or via Facebook or Twitter. We're here to help. 😊  



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Re: Beware of the Fido Roam

The website info and phone number should be replaced with a very simple message TURN OFF DATA OR YOU WILL BE CHARGED that simple. Please stop with all the long drawn out replies..its a money grab. FIDO HAS ALREADY RIPPED ME OFF FOR 120 DOLLARS AT LEAST LET ME HAVE THE LAST WORD. Its sickening.

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Re: Beware of the Fido Roam

Rest assured, we aren't trying to rip people off. 

By all means, we do thank you for the feedback!   



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Re: Beware of the Fido Roam

I am quite upset with this Fido Roam and no way to turn it off myself. since I travel on BC Ferries and yesterday in Victoria Automatically was charged the $8 when I was in fact in Canada. this is not satisfactory if I have to phone everytime to dispute these charges

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Re: Beware of the Fido Roam

Hey @davidfabbro,

 

We understand unwanted charges are never fun and we don't want you to have any such surprises on the bill either, especially being in Canada. We have measures in place to prevent any accidental roaming though. It's also good to know that connecting to an American tower will not incur he charge, but only if a usage is made while connected.

 

You can contact us through these channels if you wish to opt-out of Fido Roam.

 

 



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