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I am trying to add the "Pay per use International long distance" add-on to my line, but it does not appear to be available in my available add-ons list. Could a rep please assist me in enabling this feature? Appreciate your help.

For the past week, I have been trying to cancel my home internet service without any success. I called 1-855-350-1170 and spent hours on hold, but no one ever answered.I contacted Koodo's customer service (2 times), the representative collected all the necessary information but then transferred me to the cancellation department, where I waited for several hours with no response.I posted on Koodo's Facebook account, and someone took my name and phone number, saying they would contact me. Nothing happened.When I say I spent hours on the phone waiting, I wasn't joking; I need a real solution.Thank you

I got accidentally charged today on Stream+ as my trial promo ended yesterday and I did not realize. I already cancelled immediately however the plan just auto ends until next billing cycle. I thought I could get pro-rated like phone plan always, but the callback team said they have no way to issue any refund/credit. He told me to discuss directly with Netflix/Disney+/Prime, they answered as expected only Koodo has my billing info so other parties won’t be able to issue credits.Anyone know what I can do with this??? If I dispute this with the bank credit card, will it work?

Hello Koodo community, Is anyone else having issues signing into their Koodo prepaid self serve account?Every time I have tried to sign in over the past year, I am given a prompt to change my password because of their “security update” but when I enter my password, or newly changed password, there is a popup saying that the “invalid authentication credentials” (GRR! very frustrated with the poor service provided)When asked by Koodo Assist bot to schedule appointment to speak with representative, the representatives failed to call me—twice.  Yesterday, the *611 number was down completely.  Just a clicking sound every time I called it… Very frustrated, incredibly dismayed. Has anyone switched from prepaid to monthly and notice a difference in the ability to sign in? Or is it just more broken code?P.S., if a representative does read this, the email linked to this account that I have posted from and that of my prepaid account are not the same, as I could not sign in with my prepaid account

I had a prepaid service but you guys are charging me every month for the press month you are charging me $67 and I’m telling you guys to cancel my service but you’re still charging

I was misled by a Koodo salesperson who promised that my monthly charge would be around $28, but the first bill I received was over $45.He told me that both my first bill and all future bills would be approximately $28, and they will start billing only after activating my SIM. But I received the first bill even before receiving the SIM.This feels very deceptive, unlike my experiences with sales representatives at Rogers.They don’t even have a customer care phone number that I can easily reach.Stay away from this provider.I want to cancel my service now and want to ensure to cancel the bill they sent even before activating the SIM, but there is no way to reach them. I hope the salesperson is held accountable who just scammed me

Subject: Complaint and Refund Request – Overcharged invoiceTo: Koodo Customer ServiceAccount Number: ********Dear Koodo,I am writing to express my dissatisfaction with your service and request immediate action on the following issues.Since November last year, my wife and I have been in Hong Kong caring for my elderly mother and not sure when we can go back to Canada. We visit Hong Kong regularly and have always used local prepaid SIM cards upon arrival—HK$75 (approx. C$13) for 365 days of unlimited data and 2,000 local minutes—making Canada’s roaming services uncompetitive and prohibitively expensive.While abroad, we continue paying the C$42.56 monthly fee for our Canadian SIM cards, despite not using them. In February 2026, I was billed C$82.88—an unexplained increase. I contacted Koodo via email and the digital assistant, but neither provided a clear resolution, merely shifting responsibility. I am unwilling to incur long-distance charges to speak with an agent, having already paid m

Hello,we signed my wife up for a Caribbbean 7 day travel pass.  It shows as a service for her phone but with 0$.How do we know it’s active as she’s neen in Mexico for 6 days and we are not being charged astronomical charges for data. (*Btw, the self help data and call usage pages haven’t been working for at least 2 weeks) How do we renew for another 7 days since her plan is expiring after “hopefully” being active for the last 7 days Thank you

Hi all!Looking to have some clarification on this as I’ve had issues with other service providers in the past. I would like to bring two phones to koodo that both have NS (902) numbers. We currently live in Quebec and would like to keep these numbers. Will we be able to port our numbers to koodo even though they have area codes different from the province we live in? We have received varying answers from other telecoms and have been blocked from doing so in the past. Hoping that koodo doesn’t have any issues with it. Thanks!

I'm trying to schedule a callback because my internet is out and none of the troubleshooting is working. The bot is stuck in a loop when I click schedule callback then tech support. It just asks to schedule callback again then I click tech support and it just goes over and over 

I have been having issues with dropped calls in and out,  cannot receive  calls , text message going out say ' ! Not sent, check options but message will sometimes send out. I've been transfered to the trouble shooting department and still no help with ongoing issue.   My living location has not changed.  So, my question is, if I buy a new phone on a plan/tab  that would mean I have to be committed to such plan I choose. But! What happens if new phone has the same problems? Do I choose a different provider?Please help 🙏

I am unable to schedule a callback. The Koodo Assist bot just keeps repeating the same endless loop of prompting me to press the “schedule a callback” option and then asking what it’s for. It won’t actually schedule a callback.  

I just got the email in which the charges show very high for this month, on that regarding, I want to talk to a koodo agent on a phone call but koodo assist is telling me that my number is not matched, so can you please schedule a phone call with any koodo representative? 

I am extremely disappointed with the service I have received from Koodo Mobile. This has been one of the worst customer service experiences I have ever had. I have experienced ongoing billing issues, including being overcharged despite being offered a lower-cost plan. Even after agreeing to what was presented as a cheaper option, my bill continued to increase without clear explanation. It feels misleading and unfair. Attempting to contact customer service has been incredibly frustrating. The automated system makes it very difficult to reach a live representative. On multiple occasions, I requested a callback, received one, and the call was disconnected almost immediately. This happened more than once. Resolving issues with this company has been unnecessarily difficult and stressful. Customers should not have to struggle this much just to get clarity about their own billing. Due to these repeated issues, I am filing a formal complaint and would not recommend this company based on my exp

Unfortunately it looks like I am in the same boat as other users on here.I’ve been trying to reach customer support to cancel my internet, but to no avail.The activation came in about two weeks later than originally discussed. The modem also only uses a coaxial cable, which I don’t have set up in my house, so I am not able to use the service. At this point I’d like to cancel the service before the 30 day refund runs out. It was a decent deal, but doesn’t look like it’s possible for me at this point. Thanks

I have a prepaid SIM card that I purchased a while ago and haven't used. I'd like to know the expiration date of this SIM card. Where can I inquire?

I switched from Bell to Kodoo and transferred my number. I got a confirmation that the number is actually transferred. With Bell my number was linked to a physical SIM card; with Kodoo it’s an eSIM. I don’t know if that’s the problem. I can receive calls and can call back but can’t make a call by dialling a number.In my settings (iPhone 16 pro) under SIMs I have a Personal line with my transferred number and a Secondary line with the number Koodo assigned to me. The personal line seems to be still connected with Bell, at least it says so in my Settings. Can I just delete the secondary number/SIM and hope that the problems will solve itself?Any help is greatly appreciated! THANK YOU

Trying to sign in to my prepaid self serve account.When I do so, I am shown a prompt saying “Password change required”.I click “Proceed”.I am shown what looks like a browser-level pop-up asking for my credentials. When I enter my credentials I am served raw JSON: “message: ‘Invalid authentication credentials’”.In short, things seem mighty broken.Any guidance appreciated. 

I was given the Sim card on 12th January by Alberta Health Services. There was special arrangements with Alberta health services and Koodo network provider that we are using the Sim card for a month free of Charge. I called customer service on 2nd February to activate the sim card. He told me because I was given free one month which will end on 11 February, my billing period will start on 11th February then I said okay. When the billing came I see partial charges on it. Please review and clear that charges. Secondly, when I inserted the sim and called someone, it came as British Columbia. I even asked the Customer service personnel who attended to me why that and if it can be changed but he said no meanwhile I was in Alberta. No one told me that will attract extra charges. when the bill came, I see charges related to that. I don't want to use British Columbia Sim card will in Alberta and be charging that extra fees. I'm waiting to see these charges cleared before I make any payment. 

Looking for advice….  Am a new Koodo user and also have a new IPhone 17 Max, what should I be using for text messaging, RCS or SMS - I don’t always know what type of mobile someone has, so am confused.  When I has sms on, my messages came back not delivered., and at least one person has an iphone, and the others are various.  Should I be using RCS always?  Any help would be appreciated.  

New customer and the 2 lines ported in got billed $25 prestige number billing so both lines are $25 a month more than the contract rate Can't find anything on what that billing is 

Hi:I just got my February bill and to my shock the price has been bumped up by $7 with no prior notification in my previous bill or by email. In the Self Serve it’s indicating that “Your bill's higher this month because you changed your plan.” - NO I DID NOT, so stop stating incorrectly Koodo.I have tried to schedule a callback and of course it keeps looping and looping and does not allow me to do so. What options do I have to speak to an agent and get my plan back to $20? When I had signed up it was confirmed to me that this is a permanent price and will never go up.Thanks.

I am no longer a customer. My login does not work anymore (been 4 years). I accidentally paid money to Koodo and I need to reverse the charges. My number is **********.  My email is *****@ outlook.comNote- I cannot login to anything OTHER than this self- serve community. Please help!

My mom was using Koodo but she left the country, now I want to suspend the service but I am unable to do so. I have been paying almost 40 dollars per month, even though I am not using the phone number. How do I suspend it?

Hi, There:I can’t text the US7Pass to 7626. I am in Canada right now. I guess the 7626 will come out when I am in US?