Hello Roselieg,
Welcome to the community!
Sorry to hear you've incurred unexpected roaming charges. The Fido Roam charge incurs when your device uses Fido Services abroad. That is, the charge will incur when you make/receive calls, send text messages or your device uses data outside of Canada (see here).
I understand you purchased a Holafly eSIM. However, as far as I am aware, that service is only for data (see here).
@roselieg wrote:
.... I used the text with my phone off, data off only Holafly was on. ...
I cannot comment on the settings of your phone. However, if you used your device for texting (SMS/MMS), those messages would have been sent using your Fido SIM since Holafly does not provide that service.
I also understand you used Wifi when available. However, had you used Wifi-calling? There seems to be some misunderstanding regarding Wifi-calling. I'm not sure how people have gotten the impression that Wifi-calling does not use the networks. However, that is not true. While the calls and messages do not transmit via cellular towers, they still use the networks via the internet gateway (see image here). The cellular towers and Wifi are merely alternate means of accessing the networks. Calls and messages would not be able to complete or get sent/received without the networks. As such, using Wifi-calling is technically using Fido services. However, they have allowed certain usage to be free from additional charges. All the messages and calls you receive (from anywhere in the world) will be taken from your plan's voice minutes and messaging limits. As well, all Wifi-calling messages and calls you make to a Canadian phone number while abroad won't incur long-distance or roaming charges (see link above).
Hope this helps 😀
Cheers
Hello PriyankaG,
Welcome to the community!
Sorry to hear you were not able to use your device abroad as you would have liked. However, as already mentioned, service and coverage would be limited by the local foreign networks. In addition, had you verified your device was compatible with the networks in the region? Asia tends to use different bands/frequencies than those used in North America.
I understand you could did not make or receive any calls. However, you should note that roaming usage is more than just calls. While it may have been intermittent, it appears your device was able to use data. The Fido Roam charge incurs when you use Fido services (Talk, Text or Data).
If you noted that the local networks were not going to be sufficient for your needs, you could have enabled Airplane or Flight mode for the remainder of your trip. Enabling that setting should have prevented any further roaming charges. You could have then manually enabled Wifi when required.
Hope this helps 😀
Cheers
Hello NadiaRol,
@NadiaRol wrote:
....I made and received calls using exclusively the WiFi and my phone was on Airplane Mode. Still, Fido has the guts to charge me 15$ for each day, although on my Invoice it's clearly identified as calls using WiFi. ...
I understand you had been using Wifi-calling. However, are you aware that some Wifi-calling usage is considered roaming? If your calls and/or text messages -- while abroad -- were made to non-Canadian numbers, that usage would be considered roaming (see link above).
@NadiaRol wrote:
....how to prevent from using the Mobile network which is: to enable Airplane mode and turn off Data transmission. Which is EXACTLY what I did, the proof is most of my calls are identified as WIC and WOC (using wifi). ...
You make a distinction between using Wifi to make/receive calls and the network. I'm not sure how people have gotten the impression that Wifi-calling does not use the networks. However, that is not true. As you note, the calls you made are logged as WIC or WOC. That means the calls must have gone through the networks. If the calls transmitted entirely over the internet (ie FaceTime) and not through the networks, Fido would not have any record of such calls.
While the calls and messages do not transmit via cellular towers, they still use the networks via the internet gateway (see image here). The cellular towers and Wifi are merely alternate means of accessing the networks.
In addition, the fee for Fido Roam is charged when your device uses your Fido services. Making and/or receiving calls with your Canadian phone number abroad is using Fido Services. Yes, Fido makes allowances for Wifi-calling usage to Canadian numbers, but it is still technically using their services.
Were the calls and/or messages you sent to non-Canadian phone numbers? If so, those calls/messages would be considered roaming usage.
I also understand this is a difficult time and receiving such a bill even more distressing. If you're unable to make full payment on the bill, you might consider trying to arrange a payment schedule. To make an arrangement, you'll need to contact the credit operations department. It should also be mentioned that any arrangement would be at the discretion of the credit operations team.
Hope this helps 😀
Cheers
Hey @anonymuous,
If you need help with your referral credit, feel free to reach out to us via these methods and we'll happy to take it from there.
Hello Kayhodson,
Welcome to the community!
I can understand it's frustrating incurring roaming charges when you thought your phone would not use data abroad. However, you would only get charged for roaming if there is any usage on your SIM card when abroad. In fact, Fido would not even know you were out of the Country unless the Fido SIM connected to the local networks. Roaming charges will incur when you use your device to make or receive a call, send a text message or use data while abroad. (see here). While receiving SMS would not incur the roaming charge, it's worth mentioning that the data contained within MMS (incoming or outgoing) would be considered roaming data and charged accordingly. You should note that MMS are not solely restricted to pictures or video messages. Messages with subject headers or group messages etc are also considered MMS. In addition, you should note that sending/receiving iMessages while abroad (and not connected to Wifi) would be considered roaming data. Unfortunately, if the usage listed on your bill, your phone did connect the SIM to the foreign networks and use services.
@kayhodson wrote:
... I do not think if you turn your iphone data roaming to "off" you are responsible for how Fido works their end...
I understand you had disabled roaming data on your device. However, the mobile providers have no control over how your device operates. They will only relay what your phone sends or requests. You should note that it's possible disabling iPhone's roaming data setting doesn't necessarily disable all types of data usage (see here, here, here, here, etc). I understand some of those links are dated but there are more recent other examples as well. An explanation I have read is that devices connect to Apple servers for certain essential functions so it is allowed despite data and roaming data settings disabled. Unfortunately, I don't think there's an official solution as Apple tends to deny it's an issue. It's also possible Apple doesn't consider iMessages as data and not disable them as a part of disabling roaming data. They may also view system data different from user data and allow the former despite roaming data settings.
I also understand that may also not be your fault, but it's not the providers fault either. As mentioned, they only provide services your device uses, whether you intended them or not. They cannot force a device to use services.
For future trips, to ensure unintended data usage, you might consider enabling Airplane or Flight modes for the duration of your trip. You could manually enable Wifi when required. I understand those modes would also prevent receiving SMS, however, you would need to know how your phone behaves in order to prevent unintentional data usage.
**edit**
@kayhodson wrote:
...Not to mention they can analyse the data- did you make phone calls, did you send text messages?...
Have you had a chance to view the billing details for those charges? You should be able to do so via your My Account --> Billing & Payments --> View Bill. From there, you can Print or Save a copy of your bill. Alternatively, you can view the details online. If the usage is during your current billing cycle, it is possible the details of usage might not be available until the current cycle ends. While the foreign networks inform a customer's home network of usage, there can be a delay in receiving the actual usage details.**
Hope this helps 😀
Cheers
Hey @Qwerty987654321! Welcome to the Community!
I definitely understand how these charges can be surprising.
I can assure you however that we do not try to hide any information regarding Fido Roam and if you were charged, it means your phone and SIM indeed connected to a non-Canadian network and were used.
When arriving at an eligible destination, you receive an SMS to let you know about Fido Roam.
As per the information given, using your data, sending a text, and making / receiving a call will trigger the charge.
To avoid Fido Roam fees, you have to make sure that your mobile / roaming data is turned off, to not send texts and to not make / receive phone calls.
You can also put your phone on airplane mode, turn off the device or remove the SIM.
While the airplane mode is usually used while on a plane, it is mainly because of the fact that this feature completely prevents any connection to any network, therefore it's a great solution to avoid charges while abroad.
All Fido Roam details can be found here.
If you still need assistance with your account or bill, feel free contact us here.
Hey @Qwerty987654321!
I definitely understand where you're coming from.
Taking out your SIM or putting your phone on airplane mode are only suggestions. If you are being careful with the usage (not making / receiving calls or sending texts), you shouldn't be incurring any fees.
Of course, the data has to be turned off at all times but receiving a regular SMS won't trigger Fido Roam.
The last thing we want is to create confusion, so as per the information given in the Fido Roam SMS welcome message, data, talk and text from your plan are all mentioned as being part of it.
While it's possible to disable Fido Roam, you'd be still charged for roaming at the pay per use rate, which in some cases turn out to be more expensive than the flat daily rate of Fido Roam, which is why we'd rather recommend our customers to be careful.
I really hope this information help you avoid these kinds of charges in the future.
