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US roaming data charges/

KellyMarcil
I've Been Around

I just received my bill and noticed that my husband's phone had been charged almost 50.00 for roaming charges. I phoned Rogers to inquire about this. A complaint was logged as my husband does not text and does not travel. There are 50 calls on his bill. I did not receive a call back so I phoned back and got the most unhelpful Rogers employee who gave me information that was incorrect and just plain rude. First off he did not tell me that the complain would take a bit to look into and did not even see my inquriy from the day before. Secondly I asked him just what roaming charges were. His reply was they are international charges made to another country. My reply was we do not make calls to other countries. He also failed to tell me that these charges are have to be made when you are travelling outside of Canada. Well my husband has not been outside of Canada in over 20 years. He then proceeded to tell me then someone else is using his phone.  I told him that was not possible because he is the only one that has access to his phone.  He then said well these are legitimate charges and that somone else must have used his phone. Number one who does this respresentative think he is saying that. My husband does not text period, used his phone for one minutes in the month of May and does not travel anywhere so for this guy to be so disrespectful I was very upset. This matter needs to be cleared up immediately. My husband's phone and my phone should not have texting charges on them because we do not text and this is why we have a very basic plan. My sister has also been fighting with Rogers over this very same issue. Her husband does not text either and they do not travel outside of Canada. It is ridiculous that an employee is telling me I am using a service that we clearly are not. This is clearly a mistake and I do not to be phoning back again regarding this. Your employee took the stand of "oh too bad it's on your bill then pay it"...I will not tolerate this as a customer. I have been a very good customer for Rogers. My bill is paid on time all the time and will not pay for a service that i did not use period. How does this happen for people to be gettiing these charges they are not using??? These bogus charges have to looked into. I wonder how many other people are being charged and don't realize. 


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53 REPLIES 53

Re: US roaming data charges/

Gdkitty
Resident Expert
Resident Expert
Unfortunately you will need to call back to get any escalation on this.

Call back and ask to speak to a manager.
While on that call get a ticket/transaction number as well as the manager name.

Worse case if the manager does not do anything you can use this to escalate it to the office of the president.


Re: US roaming data charges/

Nipek1989
I've Been Here Awhile

Do you live near a boarder by chance?  Sometimes these phones pick up other towers which causes you to incur roaming fees for instance if you live in windsor its very easy to pick up an at&t signal and you can potentially pick up these roaming fees. You may not even notice that your phone is switching networks. 

 

Rogers can put a roaming block on your phone if for any reason you are on a boarder.  

 

Another thing is did your phone say they were incomming roaming text or outgoing? If you don't have a text messaging package and you get incomming messages you will be charged fees or if someone has your phone number you could receive premium text messaging charges etc.

 

If your husband has never texted before thats a little fishy, to refrain from having these issues at all they can even put a text block on it.

 

Ask to speak to rogers managment office they will be able to look at the bill to see where these charges are coming from regardless. Normally though you have to physically send a text message to be billed for one but who knows what had happened with the network.  

Re: US roaming data charges/

arnkong
I've Been Here Awhile

We went to the US this past long weekend. When we got to the border I turned off the data on both phones not to incur and surprised charges. Got my bill and what do you know, was charged $7.99 each for data roaming. I looked at the usage and it's for 64KB and 197KB. I called Rogers and explained that we turned our data usage off.The rep was very rude and not very helpful. He told me the charges are legitimate becuase I agreed to use data. I asked him how did I agree when I turned it off, he told me that I agreed to the pop-up message from Rogers to use data while in the states. I am not sure what he was talking about as we didn't see any pop-ups and never agreed to use data. I tried to explain this to him and he keeps telling me that the charge should've been a lot more; I asked how so, if he could tell me exactly how much data I used and for what. He keeps saying that I sent a text msg....this is infact true but it has nothing to do with the data used in question and it was a msg sent from Canada to US on another date and not while in the US.

I explained to him that we received a text msg from Rogers saying that we are Roaming while at the border but no pop-up to accept to use data.

He keeps saying that I accepted to use data from the pop-up and then he decided to transfer me to TechSupport?. After 30 mins on hold I disconnected.

 

Does anyone know what he is talking about? I will be calling back to dispute the charges later today when I have more time.

 

Re: US roaming data charges/

Hockey821
I Plan to Stick Around
These stories are fishy.. As if you have DATA Roaming OFF. There should be no charges. Aslong you have a domestic texting plan it's free incoming texts and calls. ASLONG you don't answer. So you must of done something.

Re: US roaming data charges/

When i was in Niagra a month ago.. it jumpped to a AT&T US tower.. now i have roaming data OFF always on my phone period, so i wasnt generaly worried.
But when it did this, i guess as soon as it noticed i was on the AT&T network, it sent me a text, saying any data would be at the roaming rate, etc.  But i DID get a text warning (there is no confirmation or anything though, just a warning).
Now, if you have your preferences for rogers contacting you with texting off.. it may restrict getting these messages.



Re: US roaming data charges/

Hockey821
I Plan to Stick Around
Yes regardless if you have DATA roaming off Rogers always sends the rates to you so you know just in case. There is no worry If you have the data off. As incoming and calls and texts are free while roaming aswell aslong u don't answer. I don't see why people are always getting charged they must leave data ON or using the phone alot.

Re: US roaming data charges/

arnkong
I've Been Here Awhile

Like I said, I turned DATA off when we got to the border. We did received a text when we entered the US saying we are roaming and after I turned the DATA OFF.

We used the phone to make one call when we got there - which I will pay. We later bought a SIM card from T-Mobile to make local calls as Rogers roaming rate is $1.45 per min. 

I occasionally used my phone via wifi while DATA was still off. 

@Hockey821, If my story is fishy, how come I didn't get charged $7.99 for each of the 5 days I was in the US?

We are frequent traveler to the US and this is the first time this has happened. We always turned the data off when we got to the border. 

I was just asking if Rogers has a new 'pop-up' system that you need to accept in order to use DATA while roaming.

It was 64 Kilobyte and 197 Kilobyte of data used according to Rogers bill.

Re: US roaming data charges/

Hockey821
I Plan to Stick Around
Oh my bad. So you you did have Data Roaming OFF. So no data should be charged to your account what so ever. The new 7.99/50MB plan is added to every account automatically when u start using data in USA. As I said before texts and calls incoming is free. So if you did only 1 call the charges to your account should be 1.63 a minute with taxes.

Re: US roaming data charges/

diveman1980
I'm a Reliable Contributor

I heard this issue a few months ago from another provider. you can get roaming charges just from leaving your phone on. And what they told this person to do was remove their sim card while they're in another country and connect only to wifi.

Re: US roaming data charges/

Hockey821
I Plan to Stick Around
No way. That's not true at all. I have AT&T sim and T-Mobile sims I use in Canada sometimes you don't get charged for incoming texts and calls. As long you have Data off your good to go.

Re: US roaming data charges/

Hockey821
I Plan to Stick Around
If that statement was true I would have huge bills. I never get a bill for roaming unless I actually send a text or answer a call.
That statement would only be true if people left the DATA ON. As the phone would continually fetch data..

Re: US roaming data charges/

Meowmix
I'm a Trusted Advisor
Hello Hockey821


Once again, we all don't get the same bills. So if u don't get charged, does not mean others will not get charged. Once i go home tonight, i can show u around 4-5 forums of people complain that they got charged. It seems you think because u don't get charged, others won't.

Re: US roaming data charges/

Hockey821
I Plan to Stick Around
I know we don't have the same bills but we all have Similar plans. Everyone who goes roaming to USA or anywhere with no plan and uses pay per use like I do is the same with everyone. Rogers States that If data is OFF there is no worries. There is no charge for incoming texts or calls. Only if you call you get charged. I have pictures proof to prove it from a Rogers live chat. People who complain about being charged is people who don't know how to use there phone outside of Canada and think they can use it the same and leave on DATA roaming which is the big factor in these horror stories. Enough Said.

Re: US roaming data charges/

arnkong
I've Been Here Awhile

I agreed that once the DATA is off  there is no charged. Rogers don't inform customers to turn off data while roaming. Customers who know this will turn it off, but what about customers who is not aware of this? Not everyone is a frequent traveller.

This is lack of communication on their part and their customer service rep always jump to conculsion

 

Also, I believed in my case I was probably on the AT&T/T-Mobile network around the Fort Erie area, we went through the Peace bridge border. The charge could be from receiving emails while we were in the Fort Erie area, as the data usage is pretty low (64 KB). I don't mind paying that, if that be the case, but $8 for 64kb is highway robbery.

Re: US roaming data charges/

This is currently being discussed on the ideabox forum area.

 

Rogers brought out a new data thing.. 7.99 for up to 50mb or data.. for one day.

At about 1mb or just over... this is CHEAPER than some of the previous base rate prior.
But for people in that under 1mb.. its MORE expensive.

We have asked for at least some separation.. a flloating value up to 1mb, when over, it falls in the 7.99 thing.



Re: US roaming data charges/

Hockey821
I Plan to Stick Around
Yes Rogers should make it more informative about Data and roaming to people who don't know about roaming .. As for the 7.99 charge for 50MB, if you use ANY data even 1KB you will be charged 7.99... At that point I guess use the data up to 50MB To get your money's worth.. If you don't want any charges leave Data off so the 7.99 won't happen. But Rogers Should change it as if the person by accident does turn on Data for a sec there should be a 2MB limit before they issue the 7.99..

Re: US roaming data charges/

Yes, back last year, I went to the US for the day (I travel there very frequently) and needed to check if something was open (it was a holiday) so used my phone to check their website and then was charged around $8 for checking one website. I found that ridiculous to be honest considering that's all I did and have since just turned off the Data when I travel in the US (so only WiFi will work).

Re: US roaming data charges/

Hockey821
I Plan to Stick Around
Yup well data was more expensive last year as it didn't have the 7.99/50MB.. But that's the way to do it.. Leave data off so at least you can get texts and calls if u wanna answer..

Re: US roaming data charges/

Wireless_Roamer
I Plan to Stick Around

I hear this roaming issue all of time with different providers! Are these customers turning their data roaming off close to the border? All you need to do is jump to a US tower while sitting waiting to cross and BAM your roaming! I turn my data off on my IPhone long before crossing and have never had an issue. I'm in the US over 20 times in a year with no issues! 

Re: US roaming data charges/

Hockey821
I Plan to Stick Around
Ya that's the right thing to do! Leave data off and your fine. You can still get calls and texts but incoming is all free. If you answer you know you got charged.. All these stories about high bills is because people are using there data like at home and leaving it ON...