Hi guys,
I am another victim of these Fido Roam Charges while I was in Mexico from Jan 10 to Jan 18. I was conscious about turning off my Cellular Data as well as ensuring the Roaming Data is also off on my phone prior to boarding the flight to Mexico.
When I return and saw the Fido bill, I was surprised by these roaming charges. So I start googling and calling up Fido customer support.
From googling, I found out that this is a very common issue for iPhone users where there are still "leakage" of data usage when the phone has Cellular Data turned off.
The data usage was as follows (the 5M data usage on Jan 10 was prior to boarding the flight):
And I was charged with the following:
So I called customer support and tried to dispute these charges but end up unsuccessful.
My argument is as follows:
1. My Cellular Data as well as Roaming Data was switched off.
2. From the small data usage, it prove that I have no intention to use data at all during my trip and these are somehow glitches in the phone or system that I am not aware about.
3. I have not consented that I wish to use Fido Roam or activate Fido Roam
4. I was not informed that I have activated Fido Roam for each of the days I was charged
Below is their argument saying the charges are valid:
1. There was roaming data usage, it doesn't matter how much so I was charged for the full day
2. They have sent a text message explaining the charges and that Fido Roam was available if I were to use
3. I should have switch on airplane mode or pull out my sim card instead of just turning off cellular data and roaming data
The best they could do is to refund one day worth of charges ($12) and offer me extra data and free long distance call in the next cycle.
I just find this to be ridiculous how they can charge a full day for a 15kb usage (Jan 14th). Also by them sending you a text saying Fido Roam is available you automatically opted-in on the service and they can charge you the moment they detect any usage. They don't even tell you Fido Roam is activated for the full day.
After calling them and speaking to multiple reps with the same result, I now decided to switch to a different carrier and I will be filing a complaint to the Business Bureau and CRTC.
Looks like the SAME happened to me. Unfortunately being New Years Eve, I'll have to deal with this on Tuesday....looking forward to dealing with Fido and expecting BS from whichever rep I get.
I'm expecting I'll have to write to the CCTS to resolve this as last time, that was the only way I got a free months service from referring my cousin to Fido (Fido kept giving me the runaround and denying me the credit referral).
Hello @gloriaP,
Thank you for the details! We definitely understand how surprising it can be to receive unwanted charges.
We definitely believe in being transparent about our services as we know it can have a financial impact for our customers.
All postpaid customers are automatically enrolled to Fido Roam. This also allows them to have access to their services in case of any emergency in a different country. However, being enrolled does not mean customers are automatically charged. The fee is incurred only when a usage is made by the customer on their Fido sim. We also notify our customers via text message about the service and charges they will incur should a usage be made when they connect to a foreign network for the first time. It remains the customers responsibility to reach out to us if they wish to opt-out or take the necessary precautions to not use the service.
If you still require help with your account, you're welcome to reach out to us through these channels.
Hello @Nish3,
Thank you for the information.
Fido Roam charges/usage are validated by the Fido sim in a customer's phone. Having your phone on airplane mode would not allow you to connect to any network and incur Fido Roam charges though.
Did you enable airplane mode on after you arrived in a covered destination or before?
Have you taken a look at your PDF bill so see what you were billed for?
Hey @Lisa83, welcome to the community, Alex here!
Sorry to hear about your experience, this is certainly not how we want things to go and we most definitely would not want to see you leave for another provider.
On our end, we will only charge you if there is usage made while roaming using your Fido SIM card. That is the only way we can track a communication to your device. Billed usage are calls (incoming and outgoing), sent texts (incoming are free), and mobile data.
To avoid any roaming charge, you can start by disabling data roaming on your device. Then put your phone on airplane mode to avoid calls and texts. Doing these 2 steps will disconnect your phone from any network connection, then simply activate Wi-Fi for data usage when available.
In the meantime, please reach out to us using these methods and we'll be happy to ewview the situation.
Hi there @tjones99 and welcome to the Community.
If you still need assistance regarding our Wi-FI calling service and how usage is billed while abroad, please let us know and we'll be able to get in touch with you here in private.
In the meatnime, here's a nice FAQs we have on our website that might answer some of your questions:
https://www.fido.ca/support/mobility/wi-fi-calling
Hope that helps!
Hello Tjones99,
Welcome to the community!
I think you might have misunderstood FidoAlex's post.
@FidoAlex wrote:
. ..To avoid any roaming charge, you can start by disabling data roaming on your device. Then put your phone on airplane mode to avoid calls and texts. Doing these 2 steps will disconnect your phone from any network connection, then simply activate Wi-Fi for data usage when available....
FidoAlex referred to using Wifi for data or internet usage, not Wifi-calling.
I understand your usage was using Wifi-calling. However, were your calls to non-Canadian numbers? 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).
@tjones99 wrote:
...... I should not incur roaming charges when not using cellular provider carrier services but thats is exactly what happens as per the terms and conditions of wifi calling.
Wifi-calling is a Fido service so that usage is using their services. 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. If the calls transmitted entirely over the internet (ie FaceTime) and not through the networks, Fido would not have any record of such calls. Furthermore, calls and messages would not be able to complete or get sent/received without 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.
Hope this helps 😀
Cheers
Hey @Yanidamdama! We would hate to see you go. If you need help with your Fido services, please contact us and we'll be glad to review the situation with you.
Hey @Tamara_t! We're sorry to read about your experience. That's certainly not the way we want you to feel!
Here are a few links on how Fido roam works that you may want to take a look at:
• Roaming FAQ: https://www.fido.ca/consumer/content/fido-roam-faq
• How to ROAM: https://www.fido.ca/consumer/mobile/travel
• Roaming TIPS: https://www.fido.ca/consumer/content/roaming-tips
If you still need help with your services or billing, please contact us through one of our channels and we'll be happy to help you.
Hello Sean_mcnair,
Welcome to the community!
Sorry to hear you've incurred unexpected roaming charges.
@Sean_mcnair wrote:
...Thought I was safe with using signal, wifi calling and other steps I took....
Did you use Wifi-calling to make calls or send messages to non-Canadian phone numbers? If you did, you should note that type of usage would also be considered roaming (see here). Only Wifi-calling calls and messages to Canadian phone numbers would not incur roaming charges.
If your roaming charges are for Wifi-calling usage to non-Canadian phone numbers, that could explain why you didn't receive any Fido Roam notifications. Those would only be received when connected to a foreign cellular network. Wifi-calling does not connect to a cellular network.
Hope this helps 😀
Cheers
Hello Sean_mcnair,
Thank you for the additional information.
@Sean_mcnair wrote:
....Either way if wifi calling charges but doesn't trigger the roam message, how would anyone know that without finding this forum? The FAQ clearly states we will be informed when triggering roaming...
I'm not sure where you saw that information stating we will be informed when triggering roaming. The part of the FAQ you included in your first post even states the text will be received when your device connects to a partner network. As previously mentioned, Wifi-calling does not connect to the local networks.
If people choose to use a service, they should know what that service entails and any limitations etc. That's why they also have the Wifi-calling information page. It does clearly state that outgoing Wifi-calling messages and calls to non-Canadian number will incur the Fido Roam daily charge.
@Sean_mcnair wrote:
...Biggest problem here is the lack of clarity about roam, the info contradicts itself and agents contradict the contradicting info. ..
I understand it's fashionable these days to blame the mobile providers. However, they are clear about the Fido Roam charges. The fee for Fido Roam is charged when your device uses your Fido services. That is, when your device is used to make or receive a call, send a text message or use data while abroad with your Fido SIM (taken from FAQ) -- even is said usage is unintentional.
Contrary to popular belief, the mobile providers will only transmit what their phones transmit or request (except for incoming text messages, see below). In order to prevent roaming charges, customers need to do what is necessary on their devices to prevent that usage. What is necessary, depends on the device, not the mobile providers.
@Sean_mcnair wrote:
... One place on the site says you can receive txt but not send (implies data off , roam on is ok)...
To clarify, modern phones do not have a setting to disable roaming entirely. They do have settings to disable roaming data. However, disabling roaming data does not prevent roaming for voice and messaging. So incoming SMS messages do not incur the charge but does not imply enabling roaming data is okay. Note that receiving MMS (incoming or outgoing) would incur the charge because it includes data. 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.
You might consider disabling any MMS auto-retrieve settings on your phone. You would then receive a SMS notifying of a MMS (no charge) but the data contained would not download automatically. You could then choose whether or not to download the associated data contents. You should also note that, with the exception of Wifi-calling, MMS does not generally get transmitted via Wifi. Downloading MMS while connected to Wifi would likely incur roaming charges. As previously mentioned, some types of usage would be considered roaming.
You noted the data leakage mentioned by the OP. I understand some people have also had their data and/or roaming data disabled. However, people need to know how their devices behave with those settings disabled. As mentioned in some of my previous posts, some phone manufacturers might consider system data differently from user data and allow the former usage despite those settings. Mobile providers have no access over a device's settings. They can't know whether a device had those settings enabled or disabled. They only know usage.
In order to prevent roaming charges, it is usually recommended to disable data and roaming data. However, as mentioned, disabling roaming data does not prevent roaming for voice or text messaging. It would also be recommended to keep Airplane or Flight modes enabled for the duration of trips. You could manually enable Wifi when required. I understand doing so would also prevent incoming SMS or emergency calls. However, people need to know how their devices behave if they intend on keeping their devices available for those services.
@Sean_mcnair wrote:
... Do I really believe that fido can't see roam usage until end of month? absolutely not, does anyone? seriously?? they can see every kb and call but can't see roaming? ..
While it might not take a month for Fido to receive your usage, it does not happen in real-time.
For post-paid roaming, when the user first switches their phone on, the visited network checks in real time whether the home network authenticates the customer and authorises its use abroad... ~ taken from here.
That would result in the Welcoming text message we receive when our phones connect to a foreign network.
...But the data records (CDRs) with the details on each SMS and data session are sent to the home operator with some delay (up to several days).. ~ also taken from link above.
If home networks don't receive usage information in real-time, it's not possible for them to provide customers with notification that a roaming session has begun without a delay.
The situation is different with pre-paid services where a real-time exchange is required to prevent the balance of the roaming customers' accounts from becoming overdrawn. That's likely the reason why pre-paid roaming often costs more than post-paid roaming.
I don't know what usage triggered your roaming charges. If your device did connect to a foreign network, it should have received the Welcome message. You should be able to view the roaming usage in your detailed billing. You should be able to view your bill via your My Account --> Billings & Payments. From there, you should be able to Save or Print a PDF copy of your bill. Alternatively, you should also be able to view those details online.
Hope this helps 😀
Cheers
