Data roaming charges while Cellular Data is off

[SomeScreenName]

One of the phones on my plan went to the US for a month. They turned Cellular Data off in Canada and didn't turn it back on until they got back. They were charged for 4 days of roaming for data events while there, and no one can explain why. One customer service rep said it was because WiFi assist was turned on, but apple says that WiFi assist won't switch to cellular if you are roaming. How do I know what really happened so it doesn't happen again for the other travel to the US we have planned?

[dks]

Thank you for your question. The point my colleague @WelshTerrier is making is that whether an action is subscriber-initiated or not, the sending or receiving of texts in the US or internationally involves the use of chargeable data. Please see the Bell Terms of Service document found here for more information; specifically S. 19. on p. 4. which specifically refers to Wireless Services usage Charges. 

[WelshTerrier]

Good Day.

Thank you for your insight & feedback on what you consider to be SMS texting.

The Bell Community Forum is a place for you to ask questions, find answers and share your thoughts with other members. This is a true peer-to-peer community space. It is built upon a foundation of members trying to help each other out by asking and answering questions, sharing thoughts, ideas and solutions.

We cannot set or change policy on this website. We can only do our best in helping each other out.

You may choose not to like the answer to the question or even the solution the problem, but there is little else that I can offer up to you other than what I mentioned earlier.

I do not work for Bell. I am only one member of many Bell community members trying to help each other out.

Unfortunately, it is what it is and there is little I can do to change this.

Take care.

[Mando]

It is completely ridiculous how broken the cellular roaming switch is with iOS and Bell. It's hard to say which part of the system bypasses the explicit roaming option. It could be Apple, it could be Bell, either way - customers are being failed here and taken advantage of.

The rules of roaming (when not on Wifi) as I understand have always been:

1. When data roaming is off you need to take an explicit action to be charged roaming fees.

2. If you explicitly make a phone call - that is a roaming charge

3. If you explicitly answer a phone call - that is a roaming charge

4. If you send a text message - that is a roaming charge.

5. Checking your voicemail - that is a roaming charge

6. Checking your email/using a messaging app, using visual voice mail - You CAN'T because Data roaming is off - it should be blocked and fail to transfer data when data roaming is off.

7. Receiving a text message - You can, because you cannot stop someone from texting you, receiving a text is not a chargeable roaming event.  But if you reply, that's chargeable

8. Having your phone ring - but not answering it.  That is a passive event and that is not a chargeable roaming event.

These are the rules of roaming that I have read many times and understood for many years. Either one of two things has happened.

1. Bell has changed the rules

2. Bell and or Apple are breaking the rules.

Edit: It would appear that as DKS points out in the TOS he linked that Bell has altered the deal. (I pray they don't alter it any further)

"Roaming occurs (in Canada or internationally) when your Device uses another wireless service provider’s network to send or receive voice, text or data transmissions."

Another Edit:

However to counter @dks and @WelshTerrier that you need to turn on airplane mode, the Roam Better FAQ explicitly states: https://www.bell.ca/Mobility/Roam-Better-FAQ

"For any days that you don’t use voice, text or data in a Roam Better destination, you won’t be charged the Roam Better – with home data daily fee. If you’ve added Roam Better but don’t want to be charged when arriving at your Roam Better destination, make sure data roaming is turned off on your device, don't make or answer any calls, and don't send any text messages."

It says that if you do those things, which does not include receiving texts, and does not require you to use airplane mode or pull your SIM - you should not be charged a roam better daily fee.  

[BellKris]

Hi there, @Mando. Thanks for reaching out.

You're not incorrect as to what does and does not trigger daily Roam Better charges. Regrettably however, both Android and iOS have system level functions that are able to supersede if Roaming Data is enabled or not. The most common culprit for this with iOS in particular is Visual Voicemail - there's a routinely pinging background data connection that in particular when roaming, will trigger those daily charges.

This is why airplane mode or removing the SIM card altogether if possible are often recommended, if still relatively inconvenient. From the perspective of a Bell representative, as a matter of user privacy, we're unable to see what exactly is consuming the data; just the amount used, timestamps, and any associated charges.

Let us know if you have any further questions. Best wishes.

— Kris