Fido Roam - Charged with Data Off and Roaming Off (12 to 24 kb)

I'm a Participant Level 1 gigibecalli
I'm a Participant Level 1

Fido Roam - Charged with Data Off and Roaming Off (12 to 24 kb)

Hello all, 


I'm writing hoping to get a better understanding on what happened.


I went to the States for about 7 days.

Left on Sunday, came back following Saturday.


Here's my data usage:

- Sunday: 8776 kb

- Monday: 12 kb

- Tuesday: 20 kb

- Wednesday: 24 kb

- Thursday: 13 kb

- Friday: 17 kb

- Saturday 13 kb


I used my phone with roaming and data on on Sunday to find an address and phone number. Beyond that, I turned both cellular data and roaming off. 


However, I got charged for Sunday, Tuesday, Thursday and Saturday. The CS agent told me the data charges those other days happened in the morning around 6-7am (when  I was certainly sleeping). But because of the 24hrs rule, that's why i got charged only every other second day. Fine on this point.


BUT! She said it's likely because my WiFi assist (available verbatim on ios 9+), and on Android (as a different name). I have Android. I checked to find out what this function would be called as; finally found it in Developer options, it's called Mobile data always active, and it's off. I couldn't find it with her on the phone to tell her that, but she was sure it would be that. Despite me telling her that:

- I had cellular data and roaming off

- i have 2 data tracking apps, and none of them show any cellular or roaming use from Monday to Saturday. She said that maybe it was those apps... lady, data was OFF and one app would catch the other should that be the case.


She suggested calling back if I find this "wifi assist" option and it's off indeed so they can investigate further. But before I do that and spend another hour on the phone trying to explain that it cannot be from my side, perhaps anybody else might have a better idea on how to approach this.


I would like to continue using Fido roam when I need to, but at this point it's not worth it if I have to fight these bills every single time. Could I get a server/ip data log for those days to look at them myself? 


Thanks in advance!


Essential phone, android 9, latest July security patch.

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Re: Fido Roam - Charged with Data Off and Roaming Off (12 to 24 kb)

Hello @gigibecalli


I went over what you explained and if the data +roaming were both off, you shouldn't get charges on your end.


We would need to go over your account to investigate on what happened.

I'm sending you a PM now to get this looked into. Talk to you soon.

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