Unanswered questions

Hello! I am a monthly customer. I’m trying to set up an eSim on a new phone, but since a family member and I have linked accounts, I changed it to my email on self-serve. When I did that I was immediately logged out; but neither my email nor the previous email work with the self-serve password, which I never changed. Also, the password and email recovery requests don’t work. And yes, I have checked spam folders and tried logging in on a different browser and in incognito mode.  I do not use a VPN.I can’t request a human rep without logging in either. Help!

I have had this issue for three days already. My home internet keeps dropping off and picking up again after I restarted the modem. The problem keeps on happening for about 5-7 times a day. It's so frustrating. Any advice? Thank you.

I have an easy roam charge on my latest bill when I did not leave the country (I was visiting Victoria, BC). How can I get this charge reversed? Thanks!

Account number: 42585582I have requested the cancellation of my Cellphone plan on Nov 27, 2025 and still being charged on Nov 26 to Dec 25 Bill for $40.32I would like to get refunded for this month of payment after cancellation. Thanks!

I want to share a frustrating experience I had with Koodo customer service as a new customer.I spent almost 2 hours with an agent named JERLIN VIDAL on one day, and due to a system issue, we agreed to reconnect the next day. When I contacted support again, I spent another hour, and the agent still did not provide the phone number we had clearly agreed upon.Despite this, the agent processed the order without my confirmation, set up an eSIM, and charged my account. Later, I noticed the number was different from what was agreed. Because of this mistake, I had to cancel the order.While a credit was provided, the entire experience felt unprofessional and careless, and it wasted a significant amount of my time. This is not the level of service I expect.Sharing this here so others are aware.

Hi, I seem to be having an issue with one of my phone plans, I am unable to choose a perk and just because of this error I am unable to change to a different plan within my online account. I have two lines on my account, one is perfect with no issues and the other is the one that I can’t seem to choose a perk and because of this can’t change plan as well. I have tried many browsers on many devices with no luck.Please if you can help me out. Thanks.

I have spent over two hours on hold on two separate occasions attempting to cancel my service. Your self-serve system does not allow cancellation and forces customers to call a sales representative, which raises serious concerns.I have also experienced two technician no-shows and have been without internet for over two weeks. At this point, I no longer wish to continue with your service.I am requesting immediate cancellation of my account, with no further delays or attempts to retain my business. Please confirm the cancellation in writing. 

I looked at my invoice for the upcoming month and the total owed and the breakdown of the bill are not matching up. I can't get through to anyone and the koodo assist chat is not helpful. 

My wife and I each received our new Motorola Edge 2025 phones from Koodo. We installed our Credit Union banking apps on our phones. When you go to login a wheel spins for a second and then stops. There is no way to get the login screen to launch. I have researched online, even with AI help, to find a solution but so far I haven't been successful. It is apparently an issue with this model of phone since both phones have the same problem. Provincial Credit Union is the app. Anyone have a fix?PEI snowguy

J’aimerais avoir une étiquette de retour pour retourner le téléphone commander en ligne 

Hi, I signed up for black friday since it was a good deal and have regreated it since then as nothing had worked so far.I have yet to receive my SIM card and the internet setup was a total disaster.I got Koodo Assist to schdule a callback to cancel all my service, where the rep said he was going to transfer me to another department for cancellation and it’s been an hour since then.Is there any other way to cancel or get a hold of rep? I am super frustrated at this point. 

It’s honestly ridiculous how this company handles communication. I’ve been trying to cancel my internet subscription for two hours, and no one answers when I call. When I use Koodo Assist and request a call back, they call me immediately, but the automated system says they will call me again, and no agent ever speaks. When they call again, they suddenly say, “Oh, your request was about the internet?” even though I clearly stated twice what the call back was for.Then the agent tells me to wait while they connect me to the internet department. I waited for another hour, and again no one answered. What kind of call back service is this, where you still have to wait an hour on hold, and even then no one helps?I want my internet subscription canceled as soon as possible so I can be done with this company and their terrible service.

Hey guys... I have the money for this month's internet billing ready but I don't know when Koodo will take it.I paid for Home Internet on November 5th and my activation date was November 17th.I don't want to leave money in my card for the next 3 weeks in case someone else bills me.Will they collect this month's money on the 5th or the 17th... and if they try to collect and the money isn't on the card yet, will they give me time to pay or cut me off?

My brand new iPhone needs repairs i have device care complete only problem is asurion is asking for upload of identity document only setback is every last piece of identification i ever had has been lost or stolen... My phone has a broken lcd nothing on display the touchscreen works i know this from experimentation pls help me koodo show mercy :(

I just did online upgrade plan only,  the new plan before I clicked confirm button is different than the final one. And it’s a downgrade one with even higher price. What a scam, and I need an explanation please.   The final plan I got is $40 with can only and 20G. I rather stay my old plan seriously.  Someone please help.   

Hello,my wife bought an Easy Roam 30 day travel pass for Europe as we were cruising around Europe. We understood that it would activate as we reached England and used the phone there and it did. We also understood it would expire after 30 days and that if we were to use the phone after this we would be charged the Easy Roam daily charge.The problem is that a new charge for a 30 day Euro travel pass keeps being added to my wife’s monthly bill. We’ve been back in Canada for nearly two months. The October bill was really high, but we thought possible that we incurred some extra roaming charges, even though we tried to avoid these at the time. The November bill came in with another charge for a 30 travel pass and we haven’t been anywhere outside our hometown all month. This item seems to now be added to her monthly bill and there seems to be no way to remove it by ouselves.The Self-Serve site suggested I used the Help Assist, but there is no option to cancel this pass and the AI Help Agent

It’s been a full day since I ported my number from Virgin to Koodo, and I still don’t have network on the Koodo SIM. The old Virgin SIM has stopped working, and I already replied ‘YES’ to the porting text. Please help.

I pay for 2 accounts, mine and my sons. Both were charged a $75 reconnection fee but neither phone was disconnected and I just sent $200 and now they have shot down my Internet and say I ow another $200!!! This is so crazy!

My wife logged into her selfserve to change her plan and is offered a 40gb of data for $35, when I logged into mine to get the same plan the option isn’t there. After a gruelling conversation with support they keep saying the plan my wife is offered is not part of their current market plans…. I have historically had more expensive plans, I don’t know if that has something to do with it, but my wife and I have both been with koodo for years and are in good standing.I don’t get why I am not allowed the same plan my wife has.Left is the plans she sees on her self serve, right are the plans I see on mine. 

I tried logging into Amazon accounting after many months but entered the password wrong too many times.  I was successful at resetting the password but now it’s on “Temporary hold”.  After reaching out to Amazon they said they won’t let me back into the account and I have to create a new account since the account was never used.  How do I go about doing this without losing my Prime/Stream+?  

I’ve tried all the recommended trouble shooting tips, and the only service subscription that I’ve been able to activate is Netflix. The activation links sent via email are not working for Disney +, Amazon Prime or Telus. I am a Public Mobile user, and the chat bot won’t accept my phone number to schedule a call with a representative. Where do I find help for this? 

My partner (XX1853) and I (XX1257) have tried numerous times now to put our Koodoo plans on hold as we are out of country for December 2025, January 2026 and February 2026.Please do this for us, effective today (11/12/25).

My husband added a new line for me on his account. We got a temporary number for my line. Then I changed the number. It’s been 2 days and my iPhone settings still show the temporary number even though I can call and text using the new number.  Can Koodo reset my account or something?

I was totally happy with Public Mobile but kept getting offers to switch to koodo, for $0 reg $80 transfer fee.  Free phone. They are billing me $5 a month in reality. And $45 /month for 2 years agreement for 100G data with Canada text and talking.  What a scam!!!  I could only access the offer over the phone with koodo, I knew it would be a mistake.  The salesperson agreed to do the promo offer. And switch my plan from public mobile to koodo, and I gave the promocode.  I was to got FREE transfer of services...  koodo has billed me $80!  I was to get a totally FREE $0 phone, they are billing me $5 each month!  And $55 each month for the 100G data and Canada talk and text. When it was agreed to be $45 for 24 months!  Totally  100% different from what she sold me on the phone! 

I have a Samsung Preowned S21 FE 5G on the Koodo network. The phone has started to automatically turn off the  Wi-Fi connection and now it has stopped connecting to Wi-Fi networks altogether. When I manually switch the Wi-Fi network on the phone does not recognize any of the Wi-Fi networks in my house. I know that the networks are there be cause they are all working on  my IPad . I’ve triremes resetting the phone’s default settings and restarting the phone but this does not work.          Do I need to replace the phone?