Unanswered questions

My phone got stolen 3 hours before and I want to talk to Koodo right away or within an hour from current time. Please let me know asap so that I can give my friend’s contact number here. Thanks. 

Hello,I did set up my Koodo account with a rep on the phone and it seems that some communications (messages and emails) are coming in French instead of English which is my language of preference (odd because the voicemail service is in English so properly set on that end). Is it possible to have the language switched to English please? 

We are in Spain and the phone was stolen. How can we report this and order a new Sim? We tried all day but they will not give call back to European number. Very desperate and worried. 

As the title says, i’m being told that “Looks like this account has already been linked to another email address. You’re still waiting for permission from the owner of that email address. We’ll email you once you’re approved.” it’s my email address. How do i get to my account to transfer my number?

I have been trying to add the free perk to one of my phone lines but it won’t update.  For my line ending in 8247 I have been trying to add unlimited international calling (and have now incurred long distance because I thought it was there when I took the plan). 

I started switching my line from prepaid to postpaid to be able to activate international roaming as I am currently in the UAE. To finalize the switch, I understand I need to reply "YES" to a text message sent to my own number. However, since I'm currently travelling in the UAE and my Koodo number has no service I cannot receive or reply to that text.My prepaid login no longer works, and I can now only see a partial postpaid account when I log in, which says "order in progress" and gives me only basic access. (I hope my number didn’t get lost.)How can I activate the new postpaid plan to then be able to activate international roaming to then be able to use my number here in the UAE?

Hi, I’ve been suspending my account for the past few months, and now I’m trying to set up a new phone plan. I tried using the Koodo Assist chatbot to get connected to a live agent, but it kept failing and wouldn’t transfer me. Can a rep here help me out directly with plan options? TIA

Hi.Just signed up for the first time (ever) for a Koodo Mobile plan, with the project of porting my existing mobile number from another provider (that step has yet to be started)After signing up, I received my Service Agreement by email (my very own, personal email address) with an account number and what will be a short-lived mobile number.I then proceeded to register for Self Serve as instructed, i.e. using (1) the 8-digit account number showing on my new service agreement, (2) my postal code, which is the same as figuring on the Service Agreement, and (3) my email address, which is also the _exact_ same email address as the one used for signing and at which I received the Service Agreement (i.e. no "+" part or anything like that).Now, for a reason that no help article or past community support can explain, whenever I log into Self Serve I'm being stopped in my tracks—and stuck, really, prevented from doing or seeing anything on my account—, being only shown the following message: « 

My bill is charging for roaming when we have not left the city let alone the province. Coincidentally the bill is exactly the same as the one from last month when we did leave the province and deserved roaming charges. Very frustrated customer here.

New iPhone 17 from April 2026 is constantly dropping calls in the past 3 weeks. Not sure what’s happening and I’ve done the recommended steps of airplane mode, turning phone off/restarting, and turning off Wi-fi calling. It was working fine until up to a few weeks ago!

I don’t understand why I am charged although I returned the modem. Can you please tell me what the charge is for?

I started with Koodos 6 days ago. I have my phone and account number. I can't make calls or text message. I been trying to chat with some now for 6 days, no luck. I been to the Koodos in town, they couldn't help me.  I need someone from coustmer service to get back to me ASAP,  Please  

My Disney plus recently started asking for a subscription plan. I pay for this through koodo.  I would like this fixed or I don't think I'll be paying for it anymore as well be reimbursed for last month and this month. 

I have been a customer for a month, just had my first bill. I have not been able to add any perk to my account. I have tried all the troubleshooting- different browser, incognito modeI can’t talk to a rep because the chatbot is useless and when I try to connect I get ““xavlab.xyz” refuse to connect. 

I’ve signed up for an additional phone line and its not letting me Pick My Perk. I get an error message when I try.

For how long is the pre-authorized plan discount offered if I decide to change it? 

I have internet. Why does it not show the upcoming bill date on my account. I’m a new subscriber and don’t know what payment will come out of my bank acct. 

I recently adding a phone to my plan and then  I received a notification that my perk has been changed. When I look online and try to add Premium voicemail, the next screen says no perk is added. Koodo Assist is useless, I’ve tried on my phone and on the browser to connect to a rep, and it fails everytime. They really need a number esp for people who are less internet savvy or for when Koodo Assist is failing like right now.

I recently ported my land line over to a cell phone and I cannot figure out how to set up voice mail. I keep getting an error message call failed and cannot make outgoing calls including to voice mail

Hello, i signed up for pre-authorized payments to get the discount when I upgraded my phone.  My bill is due on September 22nd. Does that mean the payment comes out on that date? (Billing cycle ends the 27th). Can I call koodo and arrange a date i want the payments to come out?

I was with koodo in the past 2 months ago I switched to freedom mobile and today while checking my bank account I saw a transaction where koodo charged $31.48 from my account I guess they charged me last month as well. What should I do ?

Do the 3 days need to be consecutive within a billing month? Or, they can be 3 different days (partial until 11:59 pm local time), unconnected, within a billing month?

i paid off the remainder of my tab and was able to get new phone ona new tab i oaid the shipping then after itbwas all done it was trying to put my phone with my phone.line on my sons.tab and i just gor him a phone he atill owes lmost of his tab on it amd i cant find my order number they took my moneynfor the shipping cost.and its impossible to get a human callback it either freezes. before u can leave a message for the operator or guy thats soosed to help u so u go in circles same with paying any momths phone bill soon as i pay it i get an email stating thst i still owe whst i jjst paid and it keeps doing that anyone had any of these problems and how do i fix it or get them to fix the issues 

Just wondering if anyone else is experiencing an internet outage in the area of St. Clements Ontario. My internet has been down since 1:27 a.m. on August 29th. I've tried restarting the modem, but it doesn't do anything. I have a red light on the router, and the modem has no flashing lights on the online and DS indicators. I'm wondering if this is a problem on my end or something on Koodos end. Anyone else experiencing issues?

I like to stream YouTube and Twitch when I'm on the go but I can only stream upto 480p on 5G. These speeds should be more than enough to stream at 720p60 and 1080p60 quality. Is there some intentional network speed throttling going on for video/live streaming?