Unanswered questions

I was shipped a Google Pixel when I ordered a refurbished iPhone 14.. We went to a store the same day when we realized it wasn’t the right phone, the store told us we had to call customer service and wouldn’t help us, then after 2 hours on the phone with customer service we were told they need to launch an investigation and we would get an update within 3-5 days. It’s now been 6 days with not a single update, I’ve just been received my bill for the month and I'm being charged for the phone we never received and we’ve been given no direction about what to do with the phone we didn’t order and don’t want. I’ll call, again, tomorrow, to fix this problem we didn’t cause, but has anyone encountered this before? 

Currently I’m in France, however I forgot to switch to a monthly plan for international text and calling.  Unfortunately I didn’t make a self service account before leaving Canada so when I attempt to create an account the verification text sent to my koodo number is not received. Anyway I could get around that? I could not find a support contact email so I am trying here. Thanks for your time.

I was a pre-paid customer and switched to post-paid this morning. My SIM card doesnt work and my phone has been disconnected all day. I turned it off, took the Sim card out, restarted the phone multiple times today. I wasnt told I'd need a new SIM card but since it hasnt been working all day, do I need to get one? I can't receive any texts or calls.

I tried to do a seasonal hold since i’m not in canada for a while. But when i clicked it, it just showed a page that keeps loading and I can’t proceed to the next step. Please Help!

Hoping to get support/answer from Koodo on here. Hello, I am a newcomer in Canada and just recently (April 30) opened a BYOD line with Koodo. They will be charging me a 40$ activation fee on my upcoming (first) bill. However, I received an offer today from Rogers that if I transfer my line to them, they will be waiving the activation fee- essentially 0$. I have been trying to call the Koodo customer service line to request termination but to no avail. Nobody answers.  Any Idea how I can initiate plan termination/transfer over to Rogers?  Thank you. Hope to hear insights.

I am with Koodo but my Internt provider is Telus.Koodo does not seem to have a parental control app, but Telus does enable parental control via its Telus Connect mobile app.However, in order to login to the Telus Connect mobile app, I need a Telus account. I tried logging in using my Koodo email and password and that didn’t work. I tried registering a new Telus account, but it prompted me for my Telus account number, and providing my Koodo account number did not work.Any help is appreciated.

I’m a postpaid customer. My last bill was for April 11 to May 12 and was paid by Auto-pay on April 28 for the $10 discount.  When should I port my postpaid number to my new prepaid Koodo account to prevent any further billing related to the old monthly account? I expect no refund but consider all debts paid. Will porting my number trigger a $10 charge next month for cancellation of Auto-pay?

I just bought a 30 day Europe pass and plan to activate on June 15/26 when I land and turn on data roaming, per the instructions. The Koodo site says the pass needs to be used by June 20th so I assumed that meant ACTIVATED by June 20th. I’m also reading comments here that say people are being charged over and above the $60 paid for the pass. I also got an email and text saying I added more data that can be used before the end of my billing cycle (which is three days from now). Koodo makes it all sound so simple.  I tried the agent chat and the connection keeps disconnecting and I’m not getting an answer. Frustrating.  Is the pass I just bought actually going to work on June 15 when I land in Europe and am I going to be charged over and above the $60 I paid assuming I don’t go over my monthly data plan? I have loads of monthly data. Thanks!  

A few months ago Koodo added 5 bucks to my 3 phones.Now they changed one of my plans and added another 6 bucks without asking.I cannot change the plan for another month as they just did and theres a wait period to do it again. Thats not right.

I have just changed my current Koodo plan to a different one and also changed perk from premium voicemail to 3-day roam INTL. I can see the plan has been changed but my perk stays as premium voicemail. There was never message suggesting whether the perk change has been successful or not. I do have the necessary add-onsPay-Per-Use Intl Long Distance International Data Roaming International Voice Roamingrequired to get the 3-day roam INTL perk.In the past i have also tried to change my perk of premium voice mail to something like unlimited long distance pack with no luck. I have never been able to change my perk. This time with a plan change plus perk change at the same time I was hoping the perk change would go through but nope.I’m flying out in a few days and need the 3-day roam INTL. Would appreciate help sooner the best.Thanks in advance.

My contract has been cancelled. I tried to contact the team, and they requested some documents, which I shared immediately. After that, the service was stopped, and they didn't respond to my messages or emails. I am really disappointed with Koodo's service.

Hello,I opened the app and manually paid my bill today. However, when I checked my bank account later, I noticed that the bill amount had already been automatically withdrawn from my account.So it seems that I paid the same bill twice today. Could you please check this and let me know how the extra payment will be handled?Thank you.

I am writing to express my concern regarding an unauthorized rate increase on two of my mobile lines. Despite reviewing my records, I have received no prior notification of these changes, aside from standard electronic billing statements.Furthermore, while I currently maintain four lines and was recently offered a promotional rate of $30 per month for additional lines, the monthly charges for my existing service have increased instead. I would appreciate a detailed explanation for these adjustments and a correction of my billing to reflect the agreed-upon terms.

I received koodo internet in the mail today after it came late because they didn’t include my unit number and I don’t have a coax cable to set up my home wifi as it’s a brand new apartment building. Ive been trying to get into contact with someone from koodo to help me set up my wifi as i’ve already been here a week without it and i’ve gotten barely any help. Someone from koodo said I have to wait another day to receive a callback to confirm a technician to come in but i’m disappointed with this service, after waiting this long to set up my wifi and for them to not send me correct equipment compatible with my new apartment is frustrating. Now to wait another day and have someone come in and set it up for me is not what I call easy set up. 

I have tried getting through using Koodo assist, but their callback never goes through despite the number not being blocked.I cannot just transfer the number because other carriers say that my number is not transferrable so I cannot have them port the number over and cancel for me.I have tried other Koodo assist options who got me to a rep...who said sorry you’re frustrated…. then transferred me to another callback service!!!!!I have tried messaging on fb and they do not reply.I have tried calling and the robo answerer just puts the phone down after saying they only do callbacks now.I NEED TO CANCEL MY PLAN. This is infuriating.

Koodo is the worst network I have ever use. I called to be connected to a technical assistant 

My plan was changed without notice or consent (no email, no small print on previous bill). I cannot even go in and change my plan until the next billing cycle, so I am stuck with this more expensive charge. I cannot reach a rep despite trying for the last few hours. How is this legal?

I am trying to port my number to another carrier and Koodo is letting the request expire so I keep having to make the request again. It has also been impossible to get ahold of an actual person to speak to and the “Koodo Assist” isn’t responding anymore. I have tried to call 1-844-232-7678 but it’s all automated and hangs up on me. Please help.

Hello all,I just bought a Europe 14 day Easy Roam pass. On the Koodo site, it says “Your pass activates when you land (just turn Roaming on).” I am not leaving for a few days, so this sounded great that I can buy in advance and activate it when I get there.But, the text message I received from Koodo after clicking the accept changes button says “ Nice. You have purchased more data to be used until the end of your billing cycle, which ends at 11:59pm on 2026-05-01.” This isn’t what I accepted (and I won’t have even left for the trip yet).The email I received from Koodo says “Added* Europe Easy Roam 14 Day Pass Price per month: $0.00 Service effective on: April 28, 2026”The cost for the easy roam was actually $50, not $0. More importantly, I’m in the Eastern time zone, so I bought it on April 29th. If it is truly effective on the 28th, I’ll run out of days before the trip ends. But I bought it thinking it only began once I landed.I’m not sure which communication to believe: the website,

I switched over to another service provider in February 2026, I was sure to pay out the tab balance on all 3 lines first. I expected a small bill perhaps, but they are saying I owe over $400 and I’m about to go into collections, but when I login in I can’t even view my bill. I have tried everything to talk with someone. I don’t want to go into collections, but I have questions before I pay this bill. Please help.

I have been with Koodo for over 8 years with a perfect payment history. 2026 came around and I missed a couple of bill payments completely by mistake. Without even a phone call or forewarning, my credit score dropped 130 points. Now with a credit score of 699, I feel slighted by this Koodo company.I have referred many friends to Koodo, and unfortunately I am considering moving to Bell as they take some pride in their customers.Im hoping for a goodwill adjustment to help me with my once proud of credit score.Thanks

Hello, I hope you are doing well. I am currently outside of Canada and unfortunately I am unable to stay connected through phone calls with Koodo customer service. I would like to request the cancellation of my Koodo mobile plan. I would appreciate it if you could guide me through the process or let me know what information is required from my side to complete the cancellation. Thank you for your assistance, and I look forward to your response. Best regards,Sina Timan

I received my upgrade today and need an eSIM. I converted my old sim to an eSIM so that I could transfer to my new phone, but my old phone says sim converted and my new phone says no sim. I have been trying to figure this out for hours, and still have no service on either device. Any help appreciated before these devices get put in the garbage

I've been billed by busuu for a subscription that was not authorized.I'm following up with busuu but in the meantime can koodo stop all third party billing on my account so this doesn't happen again.

Starting yesterday, May 5th, my SIM card suddenly showed ‘No mobile data service’ “Temprarily turned off by your carrier”. My cell service will also go into ‘Emergency calls only’.I called Koodo and they made me go through ALL the steps. Via online/phone assistance, no one seemed to know this was an issue. Additionally, Telus does not have any outages in this area (and I cannot even report an outage, since I am not a Telus customer). I tried putting the SIM card into another phone, same error, I tried power cycling, I tried resetting networks (all with the IT Technician on the phone). Eventually the Technician on the phone told me to go to a Koodo store and ask for a new SIM card. As I was driving to the Koodo store, the second I left my home-zone with my phone, I was able to use mobile data again. I went into the store in North Vancouver and the man there said that I’m the third customer who has come in with this issue. He switched my SIM card for a new one and told me to ‘be patient’