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93,907 Topics
435,777 Replies
168,833 Members

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Help others

JustAskingBeginner

Changing sim process

Bought a new phone and a new sim card to go with it. Used Self Serve to change the sim card number on my account and entered verification code sent to me by email. Pressed Continue and have not received anything from the website after 30 mins to say activation is complete. Just 3 circles that imply it’s “working on it” Does the old phone and new phone both need to be on or off to get the change over to occur?

Robert EmmersonAdvisor

Plans & Add-ons

Data paused? But im on a huge plan!

I'm very confused.I got a text from Koodo on July 15 saying they were rolling over my data and I have 81134MB of data until the next cycle.Today I got a text saying I've used 100% of my 1024MB plan and my data is paused. What is happening? Self serve is just trying to make me buy an addon.

ccastilloBeginner

Billing & Payments

Charged for roaming while in Canada

Hello, I was charged roaming when I was in Long Point and/or Turkey Point in Ontario. I got a message in Long Point indicating I was in the US and turned my phone onto flight mode. I turned it back on when I got to Turkey Point, so I’m not sure where/when I was charged. How can I request a refund?

kmacsourisBeginner

Plans & Add-ons

Making calls to Jamaica and the Caribbean

What plan should I be subscribing to to make calls to the Caribbean and Jamaica?

Melissa902Connector

Purchases & Returns

trying to purchase new phone

I’m trying to buy a new phone and when I get to the last step after putting in my card information it won’t let me push the place order button. I’ve tried on my phone and my iPad and it does the same thing. I’ve double checked my info and everything is right.

LarrymayNew Member

Billing & Payments

Inappropriate long distance charges

I called in to report two long distance calls that were charged to me…..out of New Jersey….by some Robocaller. The koodoo rep lisended and said it would be reversed. But it wasn’t.

Mijeong ShinConnector

Billing & Payments

An unreasonable invoice charge... Where can I find the customer service contact information?

When I signed up with Koodo, I wasn't informed about the Connection Fee. It was charged on my first bill, and the salesperson said it would be waived, but the full amount has already been deducted from my account. Where on earth is the customer service?

Devon8690Connector

Plans & Add-ons

Cant remove amazon prime addon

Hello, i am trying to remove the amazon prime addon on my account, it just loads for a second then doesnt do anything, very frustrating , i have tried several different devices and browsers but no results

Ann ten CateBeginner

Billing & Payments

Connected to U.S. tower but not in U.S.

Hi Koodo - I travelled to Galiano Island in BC by ferry from Victoria and accidentally connected to a US carrier while I had EasyRoam enabled. This was on July 23rd. I hope you will be able to apply a credit for the $14 on my bill. The last time this happened (while in a kayak off Vancouver Island)) your agent advised me to leave EasyRoam on to avoid bigger charges but I don’t think this is the right solution. Thanks in advance for your assistance. Ann ten Cate, 250-217-0001

BradinNewWestNew Member

Billing & Payments

family account changes

My daughter has been on my account but has now moved out of my house and she should manage her own account moving forward. how can we split her off from our group and initiate her own account with Koodo without losing her current plan or closing her current agreement.

Phones & Devices

The place to ask all of your phone related questions

Purchases & Returns

Purchases & Returns

331 topics
1095 Replies

Tips, Tricks & Troubleshooting

Tips, Tricks & Troubleshooting

868 topics
3765 Replies

Managing your Services

The place to ask all of your Koodo related questions

Billing & Payments

Billing & Payments

1194 topics
4511 Replies

Plans & Add-ons

Plans & Add-ons

1062 topics
3894 Replies

Self Serve

470 topics
1892 Replies

Prepaid

326 topics
1393 Replies

Other

946 topics
3692 Replies

JustAskingBeginner

Changing sim process

Bought a new phone and a new sim card to go with it. Used Self Serve to change the sim card number on my account and entered verification code sent to me by email. Pressed Continue and have not received anything from the website after 30 mins to say activation is complete. Just 3 circles that imply it’s “working on it” Does the old phone and new phone both need to be on or off to get the change over to occur?

Robert EmmersonAdvisor

Plans & Add-ons

Data paused? But im on a huge plan!

I'm very confused.I got a text from Koodo on July 15 saying they were rolling over my data and I have 81134MB of data until the next cycle.Today I got a text saying I've used 100% of my 1024MB plan and my data is paused. What is happening? Self serve is just trying to make me buy an addon.

ccastilloBeginner

Billing & Payments

Charged for roaming while in Canada

Hello, I was charged roaming when I was in Long Point and/or Turkey Point in Ontario. I got a message in Long Point indicating I was in the US and turned my phone onto flight mode. I turned it back on when I got to Turkey Point, so I’m not sure where/when I was charged. How can I request a refund?

Melissa902Connector

Purchases & Returns

trying to purchase new phone

I’m trying to buy a new phone and when I get to the last step after putting in my card information it won’t let me push the place order button. I’ve tried on my phone and my iPad and it does the same thing. I’ve double checked my info and everything is right.

LarrymayNew Member

Billing & Payments

Inappropriate long distance charges

I called in to report two long distance calls that were charged to me…..out of New Jersey….by some Robocaller. The koodoo rep lisended and said it would be reversed. But it wasn’t.

Mijeong ShinConnector

Billing & Payments

An unreasonable invoice charge... Where can I find the customer service contact information?

When I signed up with Koodo, I wasn't informed about the Connection Fee. It was charged on my first bill, and the salesperson said it would be waived, but the full amount has already been deducted from my account. Where on earth is the customer service?

Ann ten CateBeginner

Billing & Payments

Connected to U.S. tower but not in U.S.

Hi Koodo - I travelled to Galiano Island in BC by ferry from Victoria and accidentally connected to a US carrier while I had EasyRoam enabled. This was on July 23rd. I hope you will be able to apply a credit for the $14 on my bill. The last time this happened (while in a kayak off Vancouver Island)) your agent advised me to leave EasyRoam on to avoid bigger charges but I don’t think this is the right solution. Thanks in advance for your assistance. Ann ten Cate, 250-217-0001

BradinNewWestNew Member

Billing & Payments

family account changes

My daughter has been on my account but has now moved out of my house and she should manage her own account moving forward. how can we split her off from our group and initiate her own account with Koodo without losing her current plan or closing her current agreement.

BoomshankMember

Plans & Add-ons

"Oops, Something went wrong!"

Any time I try to buy ANYTHING in the self serve, when I try to check out, I get the "whoops" message I've tried multiple browsers and multiple computers. Same symptoms on all. Help!

Scott1987Beginner

Purchases & Returns

Unable to finalize purchase

I get through to last step of purchasing a new phone and the “Place Order” button seems to be broken and does not work.I am an existing customer, Phone and plan and everything selected through website purchase process so not sure whats going on.looking to buy Samsung Galaxy S24 Ultra on Tab Plus with a promotional phone plan offered under it.Seems a few other people are experiencing same issues.

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