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.
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Good evening Cawtau, I was wondering if you could provide some answers for me.
I work in the UNited States and live in Canada, crossing the border daily like thousands of other Canadians in my city. I have had Telus and Virgin plans prior to Fido.
I have only had Fido since December, 2022...so about 2 months. I have always had Roaming turned off on my phone and never once received charges with Virgin and Telus for "connecting to a foreign network" yet in January I was charged $39 for roaming. The customer service rep told me that they were charges for, get this, "receiving Canadian calls while in the USA even if they were not answered and went to voice mail". Yep, I was charged for a telemarket calling my phone and me not answering it. Never once was I charged by Virgin or Telus in almost 15 years for roaming. Yet here we are with Fido.
Please explain why Fido is charging differently than other Canadian mobile providers MVP Cawtau?
I replied to your other post here.
Unfortunately, I cannot speak as to what was previously discussed when you contacted customer service. However, it's possible the representative was not fully aware of the circumstances which trigger roaming charges. As far as I am aware, having calls go to voicemail and/or rejecting calls to send them to voicemail should not incur roaming charges (see here). However, checking your voicemail would be considered roaming as one must call the voicemail service.
If you have received your monthly bill, you should be able to view which usage triggered the roaming charges via your My Account --> View & Manage bill (or Billing & Payments). From there, you should find the option to Print or Save a PDF copy of your bill. Alternatively, you should also be able to view the details online under Other charges and credits (see here). It's possible those charges were for other usages when your device connected to the local networks.
You should note this forum is community-driven and not intended as a venue for customer services. You might consider re-contacting customer service if you wish them to look into the matter. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.
**edit** Are you using any apps to block SPAM calls? If you are, you should note that while you might not have answered the calls, those apps technically do answer the calls and almost simultaneously hang up as a means of preventing those calls from getting sent to voicemail.**
Hope this helps 😀
Hey Fido and Fido reps, this is not cool and the way to blame customer for not knowing how their phone works is not good customer support.
Instead of blaming the customer and their device, why don't Fido take a look and review the Fido Roam feature as this is something Fido can do to help customers.
Here are my suggestion for Fido:
1. Consider charging roaming by the kb or minute first instead of charging a full day the moment roaming is used.
2. When Fido Roam is actived for that day, consider informing the user each day Fido Roam is activated.
3. Condider asking your overseas network partners why roaming data is used when celluar data is switched off. As I have spoken to tech suppoort from Apple (iPhone) that the data leak is likely due to the SIM carrier trying to ping and find the most optimal network to connect to. They say likey the SIM is bypassing the cellular data settings on IOS devices as there is no data usage logged on any of the apps or system app.
Also, expecting the common user to know how roaming works or know how their phone works to the level you described is just unrealistic. We just turn off celluar data and expects no data will be used and no roaming charges.
Firstly, I don't work for Fido. I understand you feel like it's blaming customers, but they do need to know how their devices behave. I'm not suggesting a full detailed knowledge about the nitty-gritty of how things work. However, turning off data and verifying there is no data usage is helpful. Also, perhaps ensuring background data is not being used unnecessarily by apps. etc.
I also understand customers expect those settings to work as they are intended. However, if they do not, that's an issue with the manufacturer, not the mobile providers.
...3. Condider asking your overseas network partners why roaming data is used when celluar data is switched off...
As mentioned previously, the mobile providers only know usage. If a device is using data when cellular data setting is disabled, that's an issue with the device. The mobile providers have no access to a device's settings to know what settings are enabled/disabled.
I understand your version of what Apple has stated regarding data leakage.
@hk13456 wrote:H...They say likey the SIM is bypassing the cellular data settings on IOS devices as there is no data usage logged on any of the apps or system app.
The mobile providers cannot bypass the device's settings. If that setting allows that type of data to transmit/receive despite it being disabled, that is the way Apple designed their device.
That said, they have also noted elsewhere that their devices might connect to their servers for what they deem to be necessary for proper usage of the devices. Apple might deem it necessary, but it's still data usage.
In order to prevent roaming charges, it is usually recommended to disable data and roaming data. However, it should be noted that 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.
Hey look, if you choose to defend for Fido, then you are representing them in their defense. I don't care if you get paid by Fido or not or who promote you to MVP.
Second, the point is not about why data leaked (in my case). I already accepted that the fact that data can leak even with the cellular data setting turned off. So no point in blaming or arguing who fault it is that caused the data leak. Note that at no point did I blame Fido for the data leakage.
What I am asking here is for Fido to review thier Fido Roam policy so that in future case where there is unexpected data leakage (esp in these small amounts) that Fido customers do not end up getting a hefty bill after their travel. And I have provided good suggestion for Fido to consider. I sincerely hope they will consider these suggestions.
Now, I also thank you for your tech explaination. But your expectation that every phone user knows how their phone works technically underneath the settings, this I cannot agree with. We did what we can to the best of our knowledge to disable cellular data and roaming data. So please don't blame us for not knowing how our phone works and causing the data leakage. And no, pulling out the sim or airplane mode is not an option as we still want to use roaming in case of emergency.
Also, I simply relay what the tech at Apple informed me regarding the cause of the data leak. The way Apple put it is that those settings only prevent iOS and Apps from using data. It doesnt stop / disable the sim from using data or roaming data in this case. If you wish to continue the argument with Apple Tech, please go ahead and call Apple tech support.
... The way Apple put it is that those settings only prevent iOS and Apps from using data. It doesnt stop / disable the sim from using data or roaming data in this case. If you wish to continue the argument with Apple Tech, please go ahead and call Apple tech support.
As mentioned previously, a mobile provider can only note usage. If a device uses data when it is not supposed to, that's an issue with the manufacturer. If you choose to use a device from that manufacturer, it would be up to you to ensure the device does not use data. You would need to contact Apple so they can place measures preventing that usage. It is not a mobile provider's responsibility to know how your device works.
If you choose to not remove the SIM or enable Airplane mode for the duration of your trips, that is certainly up to you. However, that could allow unexpected roaming to occur. It would be your responsibility to ensure your device does not use services when you do not intend for them to be used.
**edit** If you wish, you could opt-out of Fido Roam. Once opted-out, any usage would be on a pay-per-use basis. You would need to contact customer service in order to opt-out. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.**
I was a Telus customer in the past. The rep reviewed the "data usage", like 59kb and instantly reversed the charges.
Fido just being dirty with their tactics...people need to complain to CCTS AND post their negative experience and let others know Fido tactics. I will update my post if Fido reverses their fees....
Opting our of Fido Roam and using pay-per-use is NO solution. New pay-per-use Fido charges for the US are $12 for 50Mb!
Best solution is to buy an eSIM (sent by email) mobile service in US from someone like Mint Mobile for $20/month unlimited calling/10Gb prepaid and pull out Fido SIM card.
Welcome to the community!
Thank you for your input. It is always good practice to be cautious and well-informed with regards to one's services. I never said opting-out of Fido Roam was a solution. I only presented it as an option if customers wished to do so.
Travelling with local SIMs has also always been an option as well. However, switching to local SIMs may not be a solution for everyone either. Yes, local SIMs tend to be cheaper because usage is not considered roaming. It does have drawbacks for some people, though. For one, the local SIM will have a local phone number. Anyone from Canada calling that phone number will likely be charged long-distance for the call. As well, making calls back to Canada will also likely be considered long-distance. In addition, people using local SIMs will have to forward that new number to their contacts. People who don't have that number will not be able to contact the travelling party. Also, depending on travel plans, people may need to forward multiple numbers to their contacts.
While less of an issue with the rising popularity of eSIMs, having to swap out physical SIMs means having to keep track of multiple SIM cards. If one loses their Fido SIM card, they will likely be required to purchase a replacement.
There has always been options for using mobile devices abroad. Some people do like to use local SIM cards. On the other hand, some people do find easier and beneficial to keep using their home provider services and roaming. What's best is up to the individual customer.
Hope this helps 😀
Please go and take your technnical argument with Apple. I am not here to argue with you on why there is leakage or who fault it is that caused the leak.
This is about how Fido Roam charges a full day when there is no intended data use. And how Fido does not inform user that there is a roaming data that cused Fido Roam to be charged. And what Fido can do to help thir valuable customers.
And yes, I am now aware I can opt out of Fido Roam or even ask Fido to disable all data (they said they cannot disable just roaming data, they have to disable all data on that sim). Which will allow me to take roaming call in case of emergency but shield me from the data leak that I don't have a solution for. And I can alway call them to re-enable data after my trip.
I agree with you, it is not the mobile provider's resppnibility to know how each device works. But it is also not our responsibilty to figure out why there is data leak. So please stop accusing us of not using the device properly. So let's just accept there is some sort of possible data leak that we cant prevent. So what can Fido do to help customer not face a hefty bill in this case for data leaks that they do not know or intend to use.
Most user will not know they need to call Fido to disable Fido Roam or Data on their sim the first time.
I never said it was a customer's responsibility to figure out why there was a data leak (or unintended usage). I only noted that it is possible devices are using services without customers' knowledge and they need to be aware of that possibility. I said customers need to know how their devices behave (know unintended usage might be happening); not why it's happening. For yourself, now that you are aware, you are able to take measures to prevent that usage.
**edit** To be clear, I didn't bring it up to blame customers. You are the one who noted:
...3. Condider asking your overseas network partners why roaming data is used when celluar data is switched off...
For whatever reason, Apple allows some data to be used despite those settings disabled.**
You said it is our responsibility to know how our device behaves and it is our responsibility to ensure our device do not use the uninteded service (caused the data leak).
So you are implying we need to figure out why there is a data leak and is our responsibility to prevent it. If your attitude is not putting the blame on customers not using the device properly, I don't know what is.
Again, that was Apple's suggestion when I inquire about the cause of the leak. If you disagree, then please go talk to Apple. I only relay what they suggest.
During your blaming, you mention a new fashion of blaming mobile providers. If you are really concerned about this (clearly not), let me give you a tip: #1: look at customer issues and ask if Fido could have done more to avoid this? Less time dismissing/blaming/accusing/justifying. more time improving the system and clarifying things for dummies like me #2: law/ethics 101: A company is responsible for its employees. Even if they make a mistake or damage, you can't charge the customer for it. I don't think my written commitment was wrong but Fido should have honored not weaseled out. It's a total lose-lose when companies don't follow basic law/ethics.
Firstly, I didn't make comment regarding your previous interaction with customer service because I cannot speak to what was or was not discussed.
Thank you for the one definition of roaming. Other definitions include:
Roaming refers to the service provided by a mobile phone company which makes it possible for you to use your mobile phone when you travel abroad. ~taken from here.
and from the CRTC:
When your phone is roaming, it means you’re able to use your mobile phone outside of your provider’s coverage area. ~taken from here.
That said, the only definition which matters is the one outlined by your service provider. If you choose to use a service, it is your responsibility to know its terms of service and limitations. You chose to use Wifi-calling, you should be familiar with the details in that Wifi-calling page.
I only provided the link to GSM roaming because you claimed you did not believe roaming usage was not in real-time. No one expects customers to have technical degrees in roaming. however, when you claim you don't believe what had been told to you, that warranted the reference.
Help me understand this: I turn off my Data Roam....Put my phone on airplane mode....do not agree to Roam yet when I use the WiFi ONLY in my rental in Mexico, if a SPAM PHONE CALL comes in to my voicemail I get charged $14?! I have 2 phones on my account and have just gotten a HUGE bill.
I am glad to know that I am not the only one who felt that Fido is a scam when it comes to roaming charges. I got $210 new my bill for NO SERVICE. They don't even ask for your authorization. They charge you based on Cellular roaming turned on on your phone. PLEASE BEWARE this company. I am going to file a complaint to consume affair to get back to them. I am highly disappointed and am switching the service. Hope someone will read this and get benefits out of it.
I replied to your other post here.
I understand you feel the issue is with Fido, however, you should note that if your device used services (even without your intention), you would have incurred roaming charges with the other cellular providers as well.
As mentioned in my other post, in order to prevent roaming charges, it is usually recommended to disable data and roaming data. However, it should be noted that 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.
Hope this helps 😀