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Hello. I was away from Canada for more than 2 weeks. I had an esim activated the moment I landed Japan. When I came back to Canada, I was charged $90 for roaming when I did not even use my roaming.. I’m wondering if I can dispute the charges.

You charged me $5 for first two days of use (before the billing date 18th)Please redeem $5 on the coming next month bill

Monday March 23rd I was charged roaming charges for USA. This is not correct. Please remove the charge from my April bill.

I have a Moto G 5G manufactured in 2024.  My phone and the installed apps where all working fine up until this morning.  When using mobile data some of the apps on my phone will not load when they’re opened.  I’m met with a spinning circle, and they never fully load.  They load and work fine while using wi-fi, and also work on my husbands phone when using data.  I have restarted my phone multiple times.  Uninstalled and reinstalled the apps that I’m having issues with.  Cleared the cache for said apps.  I am at a loss.  It says I’m on the 5G network.  I manually switched to 4G and there was no change.  I feel like since they work fine using wi-fi it must be data related, but don’t know how or where to try and investigate it further or how to attempt to fix it.  Does anyone have any suggestions?

I’m planning to switch to a prepaid plan. If I do that, will I only be charged for the portion of the current plan that I’ve used, or will I have to pay for the entire month? Also, could you advise me on the best time to make the switch?

I cancel my late husbands account a few months ago and I keep getting a statement the his acc is minus so much money so how do I get the rebate

I was charged for roaming today, April 4, 2026  while riding to Port Renfrew on Vancouver Island.This has happened previously and I was forced to contact the CRTC in order to get the charge reversed.Koodo support is basically useless as they use an AI chatbot that is incompetent at best.I would like to hear from a representative to repeal the roaming charges before I have to contact the CRTC again ( that got a quick response the previous time).  

Saw a deal, couldn't add online.Called to add it, operator offered "something better" for $30 minus the monthly pre Auth discount. $15 fee was charged. Pre Auth discount didn't apply so I paid a fee to pay more monthly on a different plan than what I asked for... Is there any way to help get the pre Auth discount error fixed? I double confirmed with the operator that it would apply.Also, I have been unable to choose a perk online for the last 3 months. 

Hi, I recently received an e-bill from Koodo Mobile for April charges. However, I have not even activated my account yet. I am still waiting for the SIM card to be delivered, and my phone cannot be used without inserting the SIM card. During this waiting period, I was surprised to receive a bill requesting payment. Could you please explain why I am being charged before my service has even been activated? I only signed up for the plan, but I have not started using the service. I would like this issue to be clarified and corrected, including any incorrect charges being removed.

I purchased the 23.75 plan (which I believe is the $45 plan with discounts) and my first bill was $40. I have a $3 partial charge for one day then the full month which is $40 - 11.25 and another -0.75. will this be credited in future months? 

Hi Team,I am currently outside of Canada and my phone got lost during a car trip.  I need the full procedure to deactivate my current physical sim card and also to re-activate an eSIM remotely with the same number. I’ts hard for me to come canada right away as I left recently. I would appreciate all the info i can get. Thanks in advance

Long story.  I used to have Koodo as my mobility AND streaming service provided.  I recently moved to Telus for my mobility needs and kept the Stream+ subscription with Koodo (it’s a better deal). I have activated Netflix, Apple. Disney, Amazon Prime all successfully BUT I cannot for the life of me “launch” TelusTV+ which is part of the subscription.I suspect it is because I have two accounts under the Telus / Koodo domain so I recently changed the username for Koodo to a different email address.  I still cannot login or “launch” the TelusTV+ app on my PC, phone or Firestick.Lastly, I have tried repeatedly to get someone on the chat or on the phone but it would seem that they only support mobility plans (pre-paid or monthly) and internet.  Because I have neither, I can’t proceed through the menu to actually get an agent either to chat or to arrange a call back.If anyone from KOODO is reading this, I could sure use some help.  Thanks. 

I was with Koodo and was using wifi calling. I switched to another provider for few days and now is back with Koodoo but with an e-sim. For some reason , I can’t turn on WiFi calling. The messsge I get when I toggle wif calling button is “ contact Koodoo activate wifi calling. Can someone please help ?

Hello,I received an additional final bill, which includes a CAD 10 charge for canceling my pre-authorized debit transactions. There are no other charges on the bill. I canceled the pre-authorized debit after already paying my final bill of $14, so I’m unsure why Koodo charged me an additional $10.I’ve tried using Koodo Assist, but it’s not allowing me to speak with a live representative, indicating that my phone number doesn’t match the account. This may be because I no longer have a Koodo number, having switched to another provider.Can anybody please advise how I can reach a live representative who can review and address this issue?Thanks!

anyone know when you receive the redemption instruction for this i bought this phone almost right away  

Hi everyone,I just recently joined Koodo and ran into a perk issue. When I selected “Unlimited long distance,” I received a message saying “Your plan has been updated,” but I never got a confirmation email. Also, the perk does not show as selected in my account.I’ve tried going through the change‑perk process and selecting a different free perk, then went back and re‑selected my original option. However, it still isn’t working.Has anyone else experienced this? Any ideas on how to get it fixed? Thanks!

Hi, I need help with a billing issue. I originally took a plan that was around $38.42/month including tax, and I’ve been paying that for months.Recently my bill increased to $44.07 and now $51.98, and my account is showing the plan as $46.00, before tax.I did not request any plan change, and I didn’t get any clear notification about this increase.Can anyone please explain this?

Hi Koodo Community,I wanted to share my experience and see if anyone else has faced something similar.A few weeks ago, I ported my number to Fido. Shortly after, Koodo’s Winback Team called me and offered a deal: I would get an additional $10 if I used autopayment, even if it was with a credit card. That sounded fair, so I agreed.Now, after a month, I received an SMS saying that the offer only applies if I use a Bank account autopay, and not a credit card. This is extremely frustrating and feels like a bait-and-switch. I was promised something, and now I’m being told I don’t qualify because of a technicality that was never mentioned.This kind of misleading offer is really disappointing, especially from a brand I trusted. Has anyone else experienced this? Does Koodo actually honor the original promise, or am I out of luck?I’d love to hear if there’s any way to escalate this or get this deal honored.

We were experiencing very persistent issues with our koodo internet connection since the spring thaw started here in Ottawa. Streaming would buffer or just stop, some pages failed to load unless we refreshed the browser. Generally, 1 of 5 requests needed a second try. On the modem, most high frequency channels observed millions of errors. Yesterday, Koodo replaced the modem and router. A tech also came out to redo the cable connection in the house and supposedly outside the house. The connection is better from what it was after these changes but still has the lag when more people are home.  I reset the modem counters last night. Waking up today, I am starting to see a few channels again with millions of uncorrectable errors and larger swings in power from 4 to -9.  The Rogers tech is looking at SNR and power which look to be in acceptable margarins. The errors and continued lag/buffering is a concern. Is this error rate normal for cable internet or should i pushing for another tech vis

I changed providers before my billing period began as I’m no longer with Koodo. But my bill doesn’t reflect that. Koodo Assist can’t find my old # to connect me to an agent.  How convenient?!when will  my bill be fixed so it shows a ‘zero’ balance?  

I was late on my payment, and got cut off, last night I made my payment, so far I’ve reported my payment twice, and it said it would be reconnected within in an hour of restart, which didn’t happen. Then it said my data was blocked and wouldn’t let me on to the app, which isn’t even an app. How do I get my service back on? 

Following the steps to change my email address and since I have 4 lines, I am prompted to choose a line. I choose the first one that was on the account and it goes to a blank screen with the spinning wheel of death. Does that with all the lines. used three different browsers.Is it me or the system?

Hi,After I updated my plan I am unable to add my free perk which is unlimited long distance pack for 27 country.

To add the Smart + bundle , I would need to wait till the first of next month to cancel Netflix and Prime from my cable provider?  

I have been trying to add rollover data for my pick a perk on my account.  It allows me to select it and confirm the changes and states that a confirmation email was sent but i have not received any email and I checked my junk mail as well.  There has been no changes to my account.