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Tutorial

Koodo Internet – Subscription, Set-up, and Troubleshooting

 This article provides information on how to subscribe to Koodo Internet, set up your equipment, manage your subscription and payments, troubleshoot internet issues, return equipment, and frequently asked questions. Subscribing to Koodo internet Setting up your Koodo Internet Managing your subscription and payments Troubleshooting internet issues Returning your equipment FAQsSubscribing to Koodo internetKoodo Internet is a prepaid subscription-based service available in Ontario, Quebec, Winnipeg MB, New Brunswick, Newfoundland, Nova Scotia, Prince Edward Island and Saskatchewan. Visit Koodo.com/Internet to check availability at your address and choose the best plan for your needs.Note: Bundle discounts may be available for existing  Koodo Mobility customers. Setting up your Koodo InternetOnce you receive your order:start by unpacking your equipment  follow these step-by-step instructions You can find more information about the included equipment in this support article  Managing your subscription and paymentsIt’s easy and quick to manage your subscription in your self-serve account!You can use your self-serve account to:update your credit card information, view and download receiptsIf you decide to cancel your subscription, go to Subscriptions -> Manage -> Cancel Subscription Important:The service agreement can be found in the activation email (you can request it by scheduling a callback in case you didn’t receive it by email)Note: You can change your Internet plan to upgrade your speed by clicking ‘Manage Internet and subscriptions’ in your self serve account. All plans available at your address will be showing up from which you can choose the one that better suits your needs. Troubleshooting internet issuesIf your internet is slow or not working:try resetting your modem by unplugging the power cables for 30 seconds and reconnecting them. If the issue persists, refer to this support article for more troubleshooting tips. Ultimately, you can schedule a callback with Koodo Assist if further assistance is needed.Note: If a technician visit is required, ensure you answer the technician's call before the appointment. Returning your equipment You will be required to return the equipment when it needs to be replaced (when a technician determines it’s not working) or when canceling your subscription. To return your equipment, pack it securely and drop it off at a Canada Post outlet, mentioning the return ID number PR142924 Keep a copy of the Canada Post receipt for reference and tracking. FAQs Q: What date will my monthly payment come out?  A: Your billing date will be seven days after your activation date. For example, if you selected the 10th as your activation date, your monthly withdrawal will happen on the 17th of each month.Note: This does not include the initial monthly payment, which happens at the time of confirming your service order. Q: Can I sign up for Koodo Internet if I have DSL with my current provider?  A: No, Koodo Internet is only available for cable internet (coax cable). Q: How many devices can I connect to my wifi network?  A: With Wi-Fi 6, you can connect a large number of devices without worrying about slowing down your internet speed. Q: Can I use my own equipment?  A: No, you must use the provided modem, but you can still use your own router. Note that technical support is not offered for the owned equipment. Q: Which internet plan should I pick?  A: The plan you choose depends on your usage needs, such as streaming, multiple users, or basic web browsing. Q: Can I sign up for Koodo Internet in a store or over the phone?  A: No, Koodo Internet can only be ordered online. Q: Can I change the activation date if I receive my equipment early?  A: Changing the activation date is not possible due to third-party requirements. Q: My order hasn’t arrived yet but Canada Post says it was delivered. What should I do?  A: Please schedule a callback through Koodo Assist for further assistance. Q: Why didn’t the technician show up for the appointment?  A: Schedule a callback with Koodo Assist and mention the missed appointment. Q: Is Koodo Internet available in all areas ?  A: Koodo Internet is available at qualified service addresses. Check the availability on our website Q: I will move to a different address that is eligible for Koodo Internet. Can I simply take the equipment and connect it to the new address?A: Please schedule a callback through Koodo Assist to speak to one of our reps for further assistance with the move request. For additional support and tips, refer to the Koodo Internet support article on our website

Tutorial

Easy Roam: Understanding how you will be charged while traveling

In this article you will learn about roaming charges, how to avoid unexpected roaming charges while traveling or near the US border, and information for traveling across CanadaHere is a list of topics we will be covering within this article:How to avoid roaming charges while traveling or when close to the US border Using mobile data and Wi-Fi Text and instant messaging Making and receiving phone calls Monitoring roaming usage Roaming on a cruise ship or in-flight Related Articles How to avoid roaming charges while traveling or when close to the US borderTraveling to the US and internationallyWhen you arrive at your destination you will receive a welcome notification explaining the applicable roaming rates if you choose to use your device. This does not mean you are actually being charged for roaming.If you’re looking to avoid roaming charges altogether, simply turn data and data roaming OFF in your mobile device’s settings and refrain from making calls, answering calls and sending any outgoing texts. Receiving incoming texts will never result in any roaming charges, as long as data and data roaming is turned OFF to avoid using mobile data for any pictures or videos that they may contain.Note: Other ways to avoid roaming charges include: Putting your phone in airplane mode, Removing the SIM Card or Removing the free international roaming add-ons.For more information on how to turn data and data roaming on and off in your mobile device’s settings, visit our support article. Avoiding roaming charges when close to the US border Sometimes if you’re close enough to the US border and the signal from neighbouring US networks is stronger than the Koodo network, your device could automatically connect to a US network as if you are roaming. If this happens, any usage may accidentally be billed as roaming. In addition, you will likely receive a Welcome SMS notification that makes it seem like you are in the US.Note: Receiving this SMS doesn’t automatically mean you are going to get charged for roaming. We recommend waiting to see if any charges appear on your invoice before reaching out.Here are some tips to avoid accidental roaming charges when close to the US border: Turn data roaming off in your mobile device’s settingsHaving data roaming off in your mobile device’s settings when close to the US border will help avoid accidental data roaming charges. For instructions on how to manage data roaming in your device’s settings, visit our support article.  Manually select Koodo as your mobile network operatorYour device is set to automatically connect to the  Koodo/TELUS network while in Canada. However, to ensure seamless service if you travel to the US this setting will also pick up the applicable US network whenever it's stronger. So if you are constantly connecting to a US network while still in Canada, you can manually select the  Koodo/TELUS network in your device’s mobile network settings to help avoid this. Note: If you opt for a manual selection of the  Koodo/TELUS network, remember that you will need to switch back to the automatic network selection setting if you ever decide to roam in the US or internationally to ensure your service will work.Find out how to manually select your network operator in your device’s settings. Using mobile data and Wi-FiUsing mobile data (data roaming turned ON)Depending on if you’re using Easy Roam or pay-per-use roaming, the use of mobile data through our roaming partner’s network will be charged as follows:If you have Easy Roam: Easy Roam fee will activate from data usage and will be effective until 11:59 in the time zone you are traveling Data will be used from your monthly plan If you are using pay-per-use roaming: Roaming data will be used and the standard roaming data pay-per-use rate will apply. Tip: While traveling, you can only use data if data roaming is turned on in your device’s settings. For more information, see the above section in this article about Avoiding roaming charges. Using Wi-Fi while data and data roaming is turned OFFIf you have Easy Roam: Easy Roam daily fee will not activate No charges apply If you  are using pay-per-use roaming: No charges apply Important: If you’re using Wi-Fi while roaming and both data and data roaming are turned ON in your mobile device’s settings, then roaming data charges may apply if the Wi-Fi signal weakens or disconnects. The charges will depend on if you have Easy Roam or pay-per-use, just like when you’re using mobile data through our roaming partner’s network.Search your travel destination at koodo.com/payperuse to confirm the standard roaming pay-per-use rates. Text and instant messagingDepending on if you’re using Easy Roam or pay-per-use roaming,  this is how the use of text and instant messaging through our roaming partner’s network will be charged. Receive incoming texts from any number (no pictures or videos)If you have Easy Roam: Easy Roam daily fee will not activate No charges apply If you are using pay-per-use roaming: No charges apply  Send outgoing texts to any mobile phone number in the world (no pictures or videos)If you have Easy Roam: Easy Roam daily fee will activate and will be effective until 11:59 in the time zone you are traveling. Outgoing texts will be used from your monthly plan If you are using pay-per-use roaming: The standard roaming pay-per-use rate for your specific location will apply  Send or receive texts containing pictures or videosIf you have Easy Roam: Easy Roam fee will activate and will be effective until 11:59 in the time zone you are traveling. Data will be used from your monthly plan If outgoing, a text will be used from your monthly rate plan If you are using pay-per-use roaming: If outgoing, the standard roaming pay-per-use rate will apply for every 160 characters Roaming data will be used and the standard roaming data pay-per-use rate will apply  Using instant messaging, like iMessage for iPhone and WhatsAppThis information applies for use of instant messaging over our roaming partner’s mobile network, and not Wi-Fi:If you have Easy Roam: Easy Roam fee will activate from data usage and will be effective until 11:59 in the time zone you are traveling. Data will be used from your monthly plan If you are using pay-per-use roaming: Roaming data will be used and the standard roaming data pay-per-use rate will apply Tip: Picture/video messages and instant messaging apps require a data connection to work. They will not work if data and data roaming is turned off and you’re not connected to Wi-Fi. You can still use instant message apps on Wi-Fi to avoid any roaming charges. If you’re using Wi-Fi, just ensure data and data roaming is turned off in your mobile device’s settings to avoid accidental data charges.Premium and subscription SMS numbers are always excluded and will be billed at the standard roaming pay-per-use rate for every 160 characters.Search your travel destination at koodo.com/payperuse to confirm the standard roaming pay-per-use rates. When using iMessage over a Wi-Fi connectioniMessage for iPhones will attempt to send messages to other iPhone users using a data connection. However, if the data connection for your device or the recipient is too weak to send/receive the message over data, then the message will be sent as a normal text message by default. If this happens you will be subject to the applicable roaming charges for sending an outgoing text, depending if you have Easy Roam or are using pay-per-use rates.To avoid accidentally sending text messages to other iPhone users when using iMessage, follow these steps: Select Settings Scroll down and select Messages Toggle Send as SMS OFF   Making and receiving phone callsCalling numbers in Canada and within your current destination, or answering any callThis information applies if you call any Canadian phone number (nationwide), call a phone number within your current travel destination (e.g., from US to US, nationwide) or answer a call from any phone number.If you have Easy Roam: Easy Roam fee will activate from voice usage and will be effective until 11:59 in the time zone you are traveling. Minutes will be used from your monthly plan If you are using pay-per-use roaming: The standard roaming pay-per-use rate will apply for each minute of usage  What’s not included with Easy Roam Easy Roam can’t be used on cruise ships, airplanes, or other satellite locations. Pay-per-use rates will apply. Calls to North American toll-free exchanges (1-800, 844, 855, 866, 877, and 888) from outside of North America. These numbers are charged at the roaming pay-per-use overage rate. International toll-free numbers. These numbers are charged at the international roaming pay-per-use rate. 411, 511, and premium/subscription numbers -  you'll be charged a pay-per-use roaming rate for these Phone calls to numbers that are outside Canada and outside the country you're calling from (e.g., from England to US). These calls will be charged the roaming pay-per-use rate for the country from which you're calling The following US phone numbers: Sanger, California (559-726-XXXX) Carroll, Iowa (712-775-XXXX) Lake Park, Iowa (712-432-XXXX) Oglala, South Dakota (605-562-XXXX) Redfield, South Dakota (605-475-XXXX)   Calling to check your voicemailIf you have Easy Roam: Easy Roam fee will activate from voice usage and will be effective until 11:59 in the time zone you are traveling Minutes will not be used from your monthly plan If you are using pay-per-use roaming: The standard roaming pay-per-use rate will apply for each minute of usage Heads up! Voicemail notifications may not be available in all travel services areas. Tip:  You can avoid the Easy Roam fee by using a landline to call your Voicemail. How?  Dial 10-digit handset number (local). or 1 + 10-digit handset number (if long distance). Press * to interrupt greeting. Enter password. Follow the voice prompts. Note: Long distance charges will apply on the landline phone if dialing long distance to retrieve messages. Scheduling a callback through Koodo Assist to your Koodo phoneIf you have Easy Roam: Easy Roam daily fee will not activate No charges apply If you are using pay-per-use roaming: No charges apply Note: While roaming, you’ll need to be connected to Wi-Fi in order to schedule a callback through Koodo Assist without triggering  the daily Easy Roam fee  Monitoring roaming usageData usage with Easy Roam can be monitored by logging into Self Serve. For more information on monitoring data usage and the data notifications, you will receive while traveling, visit our support article. Roaming on a cruise ship or in-flightEasy Roam can’t be used on cruise ships, airplanes, or other satellite locations. Pay-per-use rates will apply.​Related ArticlesSet-up and tips for traveling with your mobile deviceHow to place calls when travelingTroubleshoot mobile phone problems when traveling

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