Hello Ebere,
Welcome to the community!
I understand it's upsetting to receive unexpected charges. However, just because you did not intend on using your services while roaming does not mean that your phone didn't, in fact, use the services.
@ebere wrote:... I went on vacation last month and my main wayof contact was through the app whatsapp to make calls and because I was in another country I had to pay money for another phone carrier to make calls...
...the top left of the phone that names the carrier was not fido...
To clarify, did you replace your Fido SIM with another SIM from the other country to make calls? If you didn't and your phone connected to a foreign network, that would be considered roaming. When roaming on a foreign network, the name of the local networks show, not Fido (except for within Canada where Fido-EXT would show when connected to extended coverage).
Using your services (ie make/receive calls, send text messages, or use data) while roaming would trigger roaming charges. I understand you might not have thought you used your services. Are you aware that WhatsApp calls may actually be sent via the networks if Wifi strength is insufficient to maintain a call? Did you make any calls thinking you were using another phone carrier (if you didn't switch SIMs)?
It is unfortunate that you were not aware of what roaming services entailed. You are certainly entitled to make your complaint, however, if the usage is on record, your phone used roaming services -- even though you might not have been aware your usage was considered roaming.
For the future, if you do not intend on using your services, you might consider enabling Airplane or Flight mode for the duration of your trips. That should prevent your phone from connecting to foreign networks. You could manually enable Wifi when required.
Hope this helps 😀
Cheers
Hey @ebere,
Thanks for sharing your experience with us.
The last thing we want is to give you a heart attack, I assure you!
When you're using your device abroad, we connect you to a local carrier at your destination. While you do see a different carrier listed on your device, this service is provided through us, and thus the charges will appear on your Fido bill. Keep in mind that your Fido SIM card is in the phone. We have agreements with carriers abroad to provide you with service and to make sure you can stay connected.
There's multiple measures you can take on your end to ensure there's no usage done while abroad:
- You can turn off your roaming directly from your device.
- You can remove your SIM from your phone.
- You can request to have roaming blocked on our end.
That being said, we'll send you a PM so we can review what happened together.
Talk to you soon!
