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Fido Roam Charges when Roaming Data is OFF!

hk13456
I'm a contributor level 1
I'm a contributor level 1

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):

hk13456_0-1581472038093.png

 

And I was charged with the following:

hk13456_1-1581472134501.png

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.

68 REPLIES 68

DanaHickey
I'm a participant level 1
I'm a participant level 1

I also got scammed by these guys. 
Went to mexico in October I used my roaming for 1 day (my last day) and was aware I would be charged 15 $ for that day.
I had my phone wifi on, cellular data Off, roaming off. The wifi at the resort was iffy so my phone would lose connection to the wifi but for some reason Fido charged me 4 days of roaming because of that, even though I used 0 gb of data. I tried getting compensated but they didnt give me anything. 

Josephkhng
I'm a participant level 2
I'm a participant level 2

samething happened to me with 0.01MB and 0.02MB of data usages and got $12 per day with Fido Roaming in US!!!

 

@Fido can you please allow us with an option to disable data roaming from the carrier setup so that we can avoid the charges?  

kiwikid
I'm a participant level 3
I'm a participant level 3

yes its b/s same thing happening to me.  Telus never did this and I will be going back to them.

Its location stuff like finding a cell tower or the correct time zone that causes tiny data usage.  Very basic needs to have travelling beyond your control (unless u take out the SIM or go into airplane mode).  So they are essentilally screwing you on basic functioning phone requirements beyond your control.  I had a sick mother in law and required my cell service on for an emergency call or for say my home alarm company to contact me for same.  Can't do that in flight mode or sim - less.   So essentially they are ripping you off 12-16$ a day by not allowing you basic communication being held in standby.  Awesome PR nice one FIDO!

saidarshini7869
I'm a participant level 1
I'm a participant level 1

Were you successful? what just happened next?

vlasmarias
I'm a contributor level 1
I'm a contributor level 1

Maybe I'm not checking enough, but as far as I can see from checking other carriers' forums, only Fido is saying that Data Roaming set to OFF is insufficient to prevent Roaming.

hk13456
I'm a contributor level 1
I'm a contributor level 1

The way Apple tech rep explains was that it is likely the sim / carrier that you are using trying to "ping" the towers to optimize your connections.

 

Apple did confirm that having the settings off will prevent any Apps or the iOS from using data.  But the sim is still active and can use its services. 

Apple tech also note that it depends on the carrier on how they charge their service.  Like whether these "pinging" will incur data charges or not. 

vlasmarias
I'm a contributor level 1
I'm a contributor level 1

Same thing happened to me. While in Japan, had Data Roaming turned on and still managed to get very negligble amounts of data roaming and still got charged $15 per phone. Then, I spoke with a rep who blamed Apple and suggested turned Data off. After a very, very long discussion with the Rep, the Rep gave me partial credit. After we turned the Data off on the iPhones, on the next month's bill, we again got charged $15 multiple times on negligible data (0.01 MB; 0.17 MB). It basically wiped out the original credits. So at this point, I'm not sure I'm willing to even try Airplane mode. I think the best solution is just to remove the sim or ask Fido to disable the Fido Roaming option (something that I never even asked for in the first place).

kiwikid
I'm a participant level 3
I'm a participant level 3

I did that and disabled the Roam like home and the rep told me that any usage would then be prorated on the 12$/50MB pay per use day rate.  I'm finding that hard to believe (but its recorded the convo) and look forward to that conversation with my next bill when i return back from the US.   Koodo however charges per billing cycle not every 24hrs.  So if you leak data each day and its under 50MB --> one charge not each day b/s

spozzolo
I'm a participant level 2
I'm a participant level 2

The same thing has happened to me. I pay for a different American phone number and use an eSim in order to avoid these fees. I always have my American eSim set as on and turn off my Fido number / data / data roaming the moment I am about to leave the country. I was charged for 6 days in the states whereas one phone number was receiving texts from my Canadian number somehow? This should never have happened? And two days in Mexico for <1mb of data when I was NEVER able to connect.

 

After speaking to two representatives I am able to get ONE credit of $15. 

 

I'm so happy I've been with this obnoxious company for 10 years. When I said I would be looking into leaving Fido I was just told how long it would take to pay off my phone. Thanks y'all I feel very valued. 

Screenshot 2023-01-29 at 12.43.09 PM.png

 

 

amack
I'm a participant level 1
I'm a participant level 1

This jhappened to me during a trip to Romania. I was always diligent about making sure my roaming/ mobile data was OFF and to use Whatsapp or another VOIP app.. but there it was 8 days abroad at $15.. $120 for the privilege.

I fully appreciate that maintaining a mobile network - any network anywhere - requires investment. But to charge customers $15 for a 'ping'  i.e. when my phone connects with another network and there is no real usage, seems PUNITIVE.  My suggestion to FIDO is to do cost recovery in these instances..(it surely can't be $15 for a simple connection) and then to charge their $15 when there is actual usage above and beyond some reasonable amount.

Until then.. flight mode it is. We are poorly served.

Hey @amack,

 

We'll be happy to go over the situation with you

 

There are several ways to reach customer service:

 

 - On the phone (by dialing 611 from your Fido device), you will have a call back option instead of waiting on the line

- Via live chat on Fido.ca

- By writing us a private message on our social networks (Facebook, Twitter, or Instagram).

 

Hope to talk to you soon.



janovjak1
I'm a participant level 1
I'm a participant level 1

So, I did the 611 yesterday gave all the info, have received multiple overage charges (roaming) on two of the four phones on my account, did not approve and was on airplane mode.  After making it through phone prompts I was texted a link, had to fill in a bunch of information and was then on a chat, no help unfortunately.  How do I actually talk to someone? Help please and thank you

Hello Spozzolo,

 

  Welcome to the community!

 

  Sorry to hear you've incurred unexpected roaming charges. I understand you had attempted to disable your Fido SIM. However, if you use your device with a local eSIM, you would need to know how your device behaves when roaming. If your device is dual-SIM, you should note that functionality is not standardised. It may not operate the way you think it does. You should also note that disabling data and data roaming does not disable roaming for voice and messaging. If your device does not have a setting to entirely disable the Fido SIM, that could account for why your device was able to send the text messages.

 

  In addition, you should also note that some phones might consider certain system data differently from user data and continue to allow the former usage despite data and roaming data settings disabled. For example, while disabling data and roaming data should prevent data usage on foreign networks, some mobile manufacturers (ie Apple) does seem to allow some data usage despite those settings disabled.

 

 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). The mobile providers only know usage. If a device is using services when its settings are set not to use them, 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. If you wish to utilise dual-SIMs, there is unfortunately no 100% guarantee your device won't use other services and trigger roaming charges. 

 

  Generally using Wifi for regular internet access will not incur Fido Roam charges. 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).

 

  In order to prevent roaming charges, customers would need to ensure their devices do not use services. I understand some people would consider that blaming customers. Rather, customers need to be responsible for the devices they use.

 

  I understand you only received one roaming notification. Generally, you would receive only one notification for the same roaming destination.

 

Hope this helps 😀

 

Cheers


hk13456
I'm a contributor level 1
I'm a contributor level 1

Hi Cawtau MVP,


Thank you for the lengthly technical reply again.  But you are not helping at all. 

You kept saying customer needs to understand how their device works and prevent using the unintentional services. But other than removing the sim entirely, you were not able to suggest anything else that will guarentee the roaming service to be disabled.

 

What you could do to help is suggest to Fido to change their roaming policy.  And I have made some good suggestions already on this thread. 

It's really sad how many fell victim to this as seen on this thead.  And unless Fido is willing to change, more will continue to fall into this trap. 

Thank you!

Hello again,

 

  Sorry to hear you don't find the information provided helpful. You can certainly make suggestions to Fido. However, I am going to continue to provide information. Suggestions don't really help customers with their current situations.

 


@hk13456 wrote:

...You kept saying customer needs to understand how their device works and prevent using the unintentional services. But other than removing the sim entirely, you were not able to suggest anything else that will guarentee the roaming service to be disabled...


  In other replies, I have noted that it is generally suggested to enable Airplane or Flight mode on devices in order to prevent them from connecting to foreign networks. When that setting works properly, it should also prevent roaming charges. Unfortunately, enabling Airplane mode on that poster's device would not have been an option as doing so would have also prevented the eSIM from connecting as well. Most dual-SIM devices on the market are dual-standby (device only has one set of antennae).

 

  If you wish to keep your device available for emergencies, there is unfortunately no 100% guarantee your device won't use other services and trigger roaming charges. You are blaming the mobile providers for settings on your phone. The mobile providers can only know usage. If your phone connects to the networks and uses services when you do not intend, that is on your device. They cannot force your device to use services.

 

Cheers

 


kiwikid
I'm a participant level 3
I'm a participant level 3

So I'm curious in my situation with a sick mother in law in hospital or perhaps needing an emergency call from a business alarm company while travelling Fido feels I should not have that basic right to leave my phone on in standy connected to a local network,  but rather charge me 12$-16$ a day (with my phone in cell data/Roam off mode)  beacuse tiny location data kB to locate a cell network etc leak through?   Really?  Thats customer friendly?

hk13456
I'm a contributor level 1
I'm a contributor level 1

What you suggested is not helpful and I understand there isn't anything we can do to guarentee the services is disabled without either pulling out the sim or airplane mode like you suggested. 

You are also missing the point.  We don't really care why it happened.  What customer want is not get charged unexpectedly.   And changing the Fido Roam policy can fix this if Fido is willing to change. 

Say if customers are notified when Fido Roam is being charged on that day, they at least can call Fido to get it resolved and not be faced with a hefty bill at the end of the month.  Getting charged for ine day is much better than everyday of their trip. 

Also, Fido can consider charging first by usage until customer reach the daily cap then charged for the full day. This will prevent accidental usage and data leaks to be charged the full day amount.  I think this is fair to both Fido and customers.  Getting charged full day for ~100kb of unintentional usage really sucks. 

 

Also, we are not blaming Fido for how our phone works (I dunno where you got that assumption).  What I am suggesting is a change to the Fido Roam policy so that it is better for the customers since some of these "usage" is unpreventable. 

 

You are welcome to support my suggestion or not.  Please try to stay constructive and being helpful. 

Hello again,

 


@hk13456 wrote:

...  We don't really care why it happened.  What customer want is not get charged unexpectedly. ...


  While you might not care, understanding why it happens is pertinent for others. Providing help isn't necessarily offering a solution you may appreciate. Offering material information is also being helpful.

 

**edit** You do have the option to opt-out of Fido Roam. In doing so, any usage would be on a pay-per-use basis. You can view the pay-per-use rates here. In order to opt-out of the feature, you would need to contact customer service. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above. **

 

Cheers


kiwikid
I'm a participant level 3
I'm a participant level 3

Yes and you still get screwed 12$/50MB per day of use on the first kB.  So how is that any diffrent to roam like home charges???? 

If I use 5MB one day am I only billed  $1.20?   50kB  the next thats 0.1cent?  i.e its prorated to use?

hk13456
I'm a contributor level 1
I'm a contributor level 1

Thank you.  Finally a useful suggestion to call and turn off Fido Roam.


I would also add that you can call Fido to turn off data completely if you do not intend to use Data aboard.   They are not able to just torn off roaming data unfortunately.

 

Both of these suggestion should help future trips if you do want to keep the sim active for emergencies.