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VPN + Wifi Call = Roaming charge (WRONG)

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chnam
I'm a participant level 1
I'm a participant level 1

September 2023

I was charged wrongly a couple of times in last few months. The Fido system thought I made some calls from outside Canada but indeed I did not leave Canada at all.

 

The culprit is (VPN + Wifi Call). Due to some reason, I have to use VPN to connect back to my home country occasionally. Wifi-call is enabled on my iPhone. The combination of that likely confuses the Fido system.

 

Would the technical team of Fido look into this issue? Everything when I saw the wrong bill, I have to spend at least 20min to explain to a Fido specialist so that he/she would reverse the charge for me.

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KAPABLE-K
MVP MVP
MVP

September 2023

I wouldn't say it is an issue, using a VPN means you are telling your device you are literally in a different place, that's why it is stated in the WiFi calling details, it is actually working as intended. 

 

@chnam you should look into doing split tunneling so only specific programs get connected through the VPN, you can also contact customer service and put a roaming block on your line then it will not allow service if you connect to a location outside of Canada and it will not roam if you actually leave Canada also.



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Cawtau
Senior MVP Senior MVP
Senior MVP

September 2023

Hello Chnam,

 

  Welcome to the community!

 

  Sorry to hear you were not aware that using a VPN set to a different Country could result in possible roaming charges. However, it is mentioned on their Wifi-calling information page:

 

Wifi-calling.jpg

~taken from here.

 

  It is a known issue with all providers offering Wifi-calling. Since the calls were actually made with your VPN set to a Country outside of Canada, I'm not sure whether they will be able to do anything about the charges for those calls.

 

  You should note that this is the community forum and not intended as a venue for customer services. If you wish to discuss the matter you would need to re-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.

 

Hope this helps 😀

 

Cheers

 

Hope this helps 😀

 

Cheers

 

 

 

 

 


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