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Self Serve

All discussions about Koodo Self Serve.

  • 533 Topics
  • 2,173 Replies

533 Topics

C
coach.yusufBeginner
posted in Self Serve

New customer's feedback - Disappointed with experience

Six days ago, I called Koodo to sign up for their $39 promotional offer. I specifically asked to use an eSIM with my line. During the call, the Koodo specialist told me I needed to get a physical SIM first. I'll need to use the physical SIM first, then I can call them again, to convert it to an eSIM.  He mailed the physical SIM to my house. 3 Days later, when talking to another specialist on the phone, I was told I didn't need a physical SIM. The previous specialist had assumed that I had an Apple phone, whereby physical SIM can be converted into eSIMs. I was bringing my own Android phone, which just requires an eSIM. So I was told to go to a Koodo store to buy one.I went to the physical Koodo store, and the specialist sold me an eSIM. I was then instructed to change the SIM card via Koodo's self serve online. When I tried changing my SIM card, I got the error "An Error Occured". At home, I inserted the physical SIM, which arrived by mail. Then I was able port my number to Koodo and us

1
Dinh
15 hours ago
K
KaitlanBeginner
asked in Self Serve

Adding a new lie to my account

I am try to add another line to my account, I already have a SIM card but it wont let my use it and is forcing me to buy another one. How can I get past this?

2
D
1 day ago
L
Leo JinNew Member
asked in Self Serve

Request to Temporarily Suspend Mobile Plan Due to Travel

Hello,I need help with my mobile plan. I tried to put my plan on hold yesterday because I'm leaving for a 4-month vacation, the hold started immediately. I changed it back because I still need my phone until I leave.When I tried to pause it again today, I learned I can only do this once a year. Can you help me figure out a way to manage my plan while I’m away?Thank you. 

1
Flo Koodo
1 day ago
H
happyjoy0312Beginner
asked in Self Serve

seasonal hold

Hello..! I tried to seasonal hold for my phone. I didn't know that the season hold starts right away when I press the button. I thought I could select a date by pressing that button. Because my boyfriend is using Fido, and Fido had the option to select a date. So I thought Koodo would have a date option, too. So I pressed the season hold last Friday and it started right away, so I was surprised and changed to the original plan. I had to use my phone until I get on the plane. And now I'm on vacation in my country and tried the season hold option again today, but it said I can only use it once a year, so I can't. So is there no more way for me? I wanted to keep the number and my account, but if it can not, is there only a way to cancel my account? Or is it possible through consultation like this?my vacation will be 7 months. Please help me🥹

3
H
2 days ago
J
jamesdiConnector
asked in Self Serve

Can't replace SIM card.

My phone was stolen on vacation and I am now home and I have bought  a new phone and went and got a SIM replacement from the mall store. The person in the store said she was unable to activate my phone in the store and I had to use the online self serve.The problem is, your self serve portal is broken, It needs to send a verification code to my email and the code has never been sent to me. I have tried several times over a few days and I have never been able to verify. The code has never arrived. I am unable to activate my new sim and I either need this to be fixed so I can use my phone number or I need my Koodo account closed so I can use my phone with another company. 

6
M
3 days ago
A
Anjani NetalaBeginner
asked in Self Serve

Haven't received my canadian phone number

Hi Team, I have not received my Canadian phone number. Please help ASAP as my travel is today 

4
Bernard Koodo
6 days ago
C
ChocoboConnector
asked in Self Serve

Trouble Changing Plan

Hi there, Is anyone else having issues changing their plan through self serve? I’ve been trying all weekend at different hours and I keep getting the ice cream error. Thanks!

8
C
7 days ago
S
SmlFry.NdnConnector
asked in Self Serve

usage times are way off

Recently been having a lot of issues in Self Serve with usage reports…Times are way off or not showing at all. Anyone else have this problem know a way to fix it?

7
D
8 days ago
J
JeremylezonBeginner
asked in Self Serve

Home Internet Ordered, not installed and cant cancel online

Someone please help, I ordered home internet, have decided against installing it. Have not have an installer to activate outside. Received my modem and cannot cancel in self serve because it doesn’t show anywhere under subscriptions to cancel 

5
Bernard Koodo
10 days ago
P
PuffalumploverConnector
asked in Self Serve

“our systems arent able to process your request at this time”

I’m wondering if someone can help me with support. After 40 minutes on the phone yesterday with a rep telling me I can lower my monthly plan to order a new phone to save some money. I had to call back this morning to get support to order said phone as the website kept giving me the error mentioned in the title. After being on for 21 minutes this morning, a very polite rep said he was having difficulties also processing it and would call me in two hours. I received a call 7 hours later and he stated his systems weren’t working, but they were now. Put me on hold and then came back to say the phone is sold out and basically tough luck. I went on to try and do it myself and am still getting the error. It is actually in fact online. As other ones show “sold out” but this one allows me to add it to the cart. So, that kind of sucks to have been given that Information. It’s been over 12 hours. Also, it keeps saying the plan I have isn’t eligible , yet the rep told me I could have that plan wit

9
Flo Koodo
10 days ago
J
JK27Beginner
asked in Self Serve

Getting a new phone and changing SIM card types

Hi, I am thinking of getting a new phone since my old one is getting to the point where it’s not functioning really that well anymore. I have a micro SIM card with my phone number on it, and I’ve read that the majority of new phones use nano SIM cards. My question is if I order a new phone from the Koodo online shop, will I have to change my phone number to upgrade to a nano SIM card? Thank you.

2
J
10 days ago
A
AbdulaiBeginner
asked in Self Serve

not receiving text messages

For some days now, anytime I want to verify something, it says sent to my phone number but i never receive the number. My phone number is correct. so what is really happening?

5
Flo Koodo
11 days ago
D
Dgirl_88Beginner
asked in Self Serve

stream+

I currently have prime with added subscriptions, if I sign up for stream+ do I still keep those extras?

1
Bernard Koodo
12 days ago
H
hanjanBeginner
asked in Self Serve

Adding a new line. Bought a new SIM from store. How to activate it online?

It’s a post-paid (month to month) SIM.Person at the store said that I can activate it online to avoid the $60 activation fee.When I try to add a line via Self Serve, there is no option to specify an existing SIM. It always wants to ship one to me.Am I hosed?

1
Sophia
13 days ago
S
SGSG4217Beginner
asked in Self Serve

Transferring residential landline number to Koodo cell phone

Hello, I am helping a family member get their first cell phone. The plan is to purchase a phone outright (from Koodo) and then go on a koodo month to month plan. They are not existing koodo members. They requested to keep their current phone number (landline, not with koodo) but transfer it to their new cell phone. Based on what I could find on the website this is something that an be done. Does anyone have experience with this and can explain the process to me so I can prepare my family member to do it? (Assuming it’s not something I can do on their behalf?). Any advice is appreciated. 

1
G
14 days ago
A
Alexander von WesterholtBeginner
asked in Self Serve

already have an amazon prime account

I got the Amazon prime deal for 3 months for free. Now I'd like to do the stream plus deal, but it won't link my Amazon account because I have an existing account. But it wants me to get in touch with Amazon, but Amazon Says I need to get in touch with koodo... 

1
Flo Koodo
15 days ago
W
wywConnector
posted in Self Serve

Please reactivate my phone number today

Travelled outside Canada for two months and my number got deactivated or paused. I’ve paid the bill by bank bill payment after failed to pay by credit card many times, so please reactivate my phone number today. 

6
W
17 days ago
K
K102Connector
asked in Self Serve

Koodo Prime and Streaming+ Billing

Good day to all,I have an existing Koodo Prime membership billed through Koodo. Now have signed up for Stream+. It seems I have been double billed as initial sign up payment has gone through for Stream and have been billed Amazon 9.99 through Koodo on my bill. Noticed Prime is not activated but Disney/Netflix is. If I try and activate it goes to Amazon stating Im already a member. How does this work do I have to remove Prime as an add on?  

1
Dinh
18 days ago
C
ChackaponBeginner
asked in Self Serve

Creating account/downgrading plan abroad

Hi, I nedd urgent help with downgrading my monthly plan. In order to do that I need a Self Serve account, but I didn’t register it while I was in Canada. Now it asks for a verification SMS, but I can’t get it in Poland, so I have no way of setting up an account myself. Is there any way I can get in touch with Koodo in order for them to help me with this situation? 

1
Allan M
20 days ago
L
LarhanyaBeginner
asked in Self Serve

Porting my current Koodo number but want to change it to a new local number

I have applied with a VOIP company to have my Koodo number ported to them. The twist is that I want to stay with Koodo but change my number to a local one (currently using my old out-of-province number).Should I call Koodo and talk to them about these complexities or is there a trick I can use to make this work properly?The reason for my weird choice is that I want to keep my old BC number so that anyone who uses it can still call me, but I want a new MB number because I’ve moved here permanently and want to stop giving locals a BC contact number and possibly making them pay long distance.Thanks for any help y’all can provide!

1
Allan M
20 days ago
M
MVDConnector
asked in Self Serve

Unable to send or recieve texts after switching to Koodo

I just switched from Rogers to Koodo today. Left the kiosk thinking everything was good to go only to find out I cannot send or recieve text messages. I have done all the steps recommended and still not working. I can make and recieve phone calls and use other messaging apps. I also have not recieved any sort of welcoming email. I cannot register my account as I can get the code they text to set it up. Help

7
Dinh
20 days ago
K
koouserBeginner
asked in Self Serve

Address change doesn't work

Trying to update my profile address for a new sim card to my new address - it reports ‘success’ and ‘It may take a few minutes for your address to be updated.’But the change does not take hold, even after 20-30 minutes later. The chat bot tells me the address can’t be updated by the phone support staff for privacy reasons and sends me for a loop. The only option is to go in to a kiosk? 

4
Flo Koodo
22 days ago
G
gravelmanBeginner
asked in Self Serve

Number transfer

Why does my number transfer from Telus to Koodo get no farther than this? Doesn’t matter whether I use the Account number or IEMI number. It just flags this and won’t go on. I’m also getting no text/SMS requesting authorization. I don’t want the new Koodo number and I initially requested a number transfer when purchasing a Koodo SIM card

5
Flo Koodo
22 days ago
R
roro12Coach
asked in Self Serve

can't log in

i’m a pre-paid costumer but can’t log into my account

16
R
23 days ago
J
Jb13Member
asked in Self Serve

Unable to change address

Unable to change my address online. Website accepts my address and says that the address was changed successfully but it never changes. Have been trying for 2 days now, with no success. Koodo assist is no help either. I requested a call back but got no calls. What to do?

3
Bernard Koodo
24 days ago

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