Being charged for $48 for 3 events when travelling aboard with data roaming turned off

[Hollies]

I am travelling out of the country. The data roaming was turned off. However, there were SMS sent from Bell when I arrived the other countries. These SMSs are being charged for $16 per event. So far, there are 3 events with a charges of $48 for nothing I have done. Should Bell be responsible for the charges for the SMS they sent and not having customers to bear the cost? This is ridiculous!!!! If Bell is not removing the charges, I will be switching to other service provider. 

[WelshTerrier · Accepted solution]

Good Day & Welcome to the Bell Community Forum.

Thank you @Hollies for posting your concern.

Roam Better is activated when your SIM card connects to a network outside of Canada & you are enrolled in Roam Better. Receiving standard incoming text messages (SMS) does not count as roaming usage and will not trigger a daily roaming fee. If you reply to a message or send a new text, it counts as active roaming and will instantly trigger your daily Roam Better package.

If you do not wish to use Roam Better, simply remove your SIM card prior to leaving Canada & connecting to another international network. You will still be able to use your device to manually connect to a Wi-Fi network & Bluetooth. You are not charged for using Wi-Fi or Bluetooth if your device is in Airplane mode and/or if your Bell SIM has been removed prior to connecting to a network outside of Canada.

While outside of Canada, making and receiving calls, sending text messages, checking your voicemail, and using data (including Instagram, Whatsapp, or TikTok, etc., and sharing or receiving a picture via text) all count as Roaming usage and / or Pay Per Use usage rates.

Unbeknown to you, keeping your device data turned on may also trigger roaming usage, as most applications on your device refresh content in the background, resulting in data usage & roaming charges.

Powering your device on & activating an eSim or dual SIM for travel SIM outside of Canada will also trigger data usage & roaming charges.

Bell International Roaming : Overview of Bell’s international roaming options

 You can avoid all future roaming charges by unsubscribing from Roam Better. You will need to call BELL Mobility. Taking this feature off via online is not available.

There are two options available for you:

1. Ask the Bell Mobility representative to unsubscribe you completely or
2. Place a restriction on roaming that allows you to activate roaming on a need be basis.

To unsubscribe from Roam Better - with home data, please contact Bell Mobility at: 1-800-667-0123  or dial *611 from any Bell mobile device. It can be removed immediately while you are online with the service representative.

Thank you for reaching out to the Bell Community Forum.

Take care 

[Hollies]

First of all, mine is an eSIM which I had switch it off before travelling that I cannot remove it. Secondly, I had never enroll into sort of Better Roam program as getting a data sim in overseas countries as easy. And finally, those events charges were a result of Bell sending me SMS not myself using using the eSIM. Why do I have to pay for Bell's SMS? Why Bell is sending these kind of marketing SMS to my number? Every time Bell sent a SMS costing the customer to pay $16 per event. This is NOT acceptable. I demand that Bell has to remove these charges, or otherwise, this complain should be lodged to the Canadian Radio-television and Telecommunication Commission (CRTC). 

I believe there are so many users had or have been suffering from same kind of harrassment. This is a principle that customers should not be responsible for paying for Bell's marketing or operating cost. This is simply NOT RIGHT!!!!

[BellAntonie]

Hey there @Hollies , 

Welcome to the community and thanks for reaching out. 

We wanted to jump in and confirm that the information provided by @WelshTerrier above is correct and the reception of Bell SMS's would not trigger roaming charges, as incoming text messages do not trigger roaming instances.

If you've received text messages from Bell, this indicates that your eSIM was not turned off, as a Bell SMS can only be received if the Bell SIM/eSIM is connected to a network.

In the instance that you've only turned your eSIM off after the reception of the said messages, this means that your mobile phone had access to the network and any of the usage type indicated in the accepted solution above can trigger a roaming instance. 

When it comes to the feature Roam Better, it is a standard feature that is part of various rate plans and can be seen on your plan description on your service agreement and/or plan details in MyBell. If you wish to remove Roam Better from your account, you can remove it in MyBell. 

Let the community know if you have more questions. 

[Jag28]

I have the same issue and was charged exactly same amount. I have never made a call while in other country, how come I was charged $48? I didn’t know that I have roam better feature on my account until I received the bell’s message and instantly turned off my cellular data. Why I was being charged? This is not the kind of service I expected from bell where customers are being charged for the service they never used and being silently added by bell. Please either remove this charges from my bill or give me credit in my next bill. 

[Bigvee-TO · Accepted solution]

@Jag28 @Hollies 

The charge is not for the text/SMS. That is just what you see and blame. The charge is for your phone connecting to a service provider outside of Canada. Your phone may have sent and received data unbeknownst to you. 

BigVee-TO