Unanswered questions

I have been on pre-authorized payments from my bank account for the last year and everything worked out great. This month (December) my bill was paid but not from my account. I have checked both bank account and credit card but not from my payment has shown up. My account payment says paid January 2, 2026 but not from payment went out. What to do?

I have been having ongoing issues with my home internet suddenly losing connection, even though ALL connection lights are on, on both the router, and wifi box. It works for a day/2, then shuts off, then comes back on its own, or if I reboot the Router. I’ve never had this problem with other providers before in the same location. And the equipment HAS been replaced, but the problem is STILL happening! Its happening right NOW! I’m having to use my PHONE’s 5G connection to get online. Has anyone else had this problem? Should I look to switching providers/equipment? Help!

I recently signed up for Koodo. The sim number is temporary in my esim settings and I cannot update the sim via the website. I keep getting this error message:“This email address can’t be used for verification at this time, because it was recently updated. Please choose the Text option to receive your verification code now.”I am getting frustrated and want to move out to another company. This process should be easy and without problems.Please fix it. 

I currently would like to change my plan from a $60 plan to the $15 plan.  My tab is fully paid off and I am just paying for the plan.  How do I just change my plan to the $15 plan?

In the main floor of my house, I have intermittent call quality issues- sound cutting out, jumbled robotic sounding audio, the other person saying they can’t hear me.  This is the most consistent area this occurs in but not the only time or place I have had it happen. I have tried troubleshooting before for these issues and usually don’t get much buy-in or follow up from Koodo aside from asking me to reset my network settings again. I have tried changing the SIM card, updating the phone, resetting the phone, resetting network settings, turning wifi calling on, turning wifi calling off. The issue doesn’t seem to be affected by doing any of these things. How do I get Koodo to seriously assess whether this is a network issue at my location when I just go through the same steps year after year with no change? I really don’t want to continue resetting all my Bluetooth and wifi connections from scratch every time I need to prove to them this issue is still occurring.  

I have been calling koodo repeatedly since many days. No luck!!!! I need to cancel and need my money back. This is so ridiculous. I spent hours already!!!

Hellogot my Dec 2025 bill.  got easy roam charges for two of my lines when I have data roaming turned off on both lines before leaving can you please help reverse these charges please.  ThanksJohn

Hi, there. I have trying to select rollover data perk for 2 days without success. Could you help me?

Trying to add Stream + Basic; however, it freezes before payment . Can someone tell me if Koodo currently has a problem.thanks in advance…

Someone, anyone, respond. How does someone get in touch with ANYONE from koodo? I am infuriated.

Call Hong Kong from Canada using mobile, I can hear their voice, but they cannot hear me.Is that related to Telus ? Since I have other mobile brand also powered by Telus, and have same issue.Anyone experience long distance issue like this? Please advise, thanks.

I have 2 incorrect roaming charges on my account and need them reversed. 

Hello, I reached by data limit and received a text to say I have options to unpause, but it only says $5 but did not provide the amount. I replied YES, which according to Koodo’s website, is to initiate the plan’s pay per use rate.Can I switch to the 1GB for $29 instead? Can I do this somewhere on self-serve?And as an alternative option, can I switch to unlimited data perk for the rest of my plan? Will unlimited data override the plan’s pay per use charge? Thanks 

As mentioned in title,  I cannot see the pre-pay thru bank I set up this morning on my old account.  Also, for info, I have added a new line in same account (SIM is in the mail) and I setup the prepay to enjoy the monthly $10.00 off new line.

I’ve been requesting a port out from Koodo to Voiply for months now, and it keeps getting rejected. I finally got a text message from Koodo to confirm, but I was sleeping (I’m on China Standard Time (UTC+8)). I set my phone volume high and after receiving 3 advertisements from Koodo that woke me up at 2AM (thanks...), I finally got the port out confirmation text message. I responded “Yes” immediately, but the port was just rejected again. I called Koodo support last week but they basically said “Stay awake all night”. Is there any way I can confirm the port out in advance? Anyone have any other solutions? I’ve now paid for a whole other month of service from Koodo because I can’t port out.

I called Koodo to get a better deal. The customer service rep said that if I transferred to Telus I could get a better deal. I asked if there would be any charges or if I would be penalized. They said no. I asked them to make sure. They looked at my file and said it was safe for me to transfer. I said OK. If the call was recorded please listen to it. They did not speak with me about “Tab carryover”. They recommended a plan. They did not mention that I needed to migrate to a certain type of Telus plan in order to carry over a Tab. Poor customer service training and now I’m stuck with a bill for $357!!! I was on the phone with Koodo and Telus for 2 hours today and they said they can only offer me $75 rebate! Please help!

I have trying to select my free perk for 4 days without success. I need assistance 

My first month bill was outrageous!Over 330 for two $60 phone plans, no extra charges, except for a $5 charge that occurred more than 40 times on Oct 22, the day we purchased the plans,  Of course Cesar on Koodo Assist didn’t answer the question, and then ghosted me. Now I can’t schedule a callback because the chat remains open.Someone from Koodo please call me ***-***-**90

Hi, I am trying to add “5G speed boost” for the perks for my new Koodo account, the same error message that asked me to try again after 1 hours keep showing up…. Please send some help. Also, sign up at Jan 1st, the promotion didn’t show up on the confirmation email I got. Could someone confirm with me that I will get the promotion…. It seems to a really bumpy ride for me to switch to Koodo. Everything is so uncertain…. 

Hello,I have been trying to add a perk to my new line (5G Boost) but I am unable to. Every time I try, I get an error. This is very frustrating and it is impossible to get someone to talk to...

Hi,I activated a new plan and ported my number but had a mishap where I deleted the esim. I tried the recovery method but when I try to send a verification code via email, I get a prompt saying it can't be used because it was recently updated but I never changed my email.Do I have to get a new esim voucher? I really want to avoid paying again for a new SIM..

I just switched the code on I can't enable Wi-Fi calling on my two devices. The message I keep getting is this The number entered doesn't match our records. Please re-enter your number."Can anyone tell me how to fix this or enable it? It was quite easy with Telus and Rogers.Thanks 

I have been looking at getting a new phone but I am not really in the position of adding $40 per month to my expenses. With holiday money I was thinking of getting the phone on a tab and then paying it off right away.My question is this, is there a fee involved with paying the tab off right away and would I be able to downgrade my plan back to a bring your own phone plan once the tab is paid off? I am currently on a bring your own phone plan and if I want a new phone I have to change my plan.Thank you!

For several months I received a $10 credit because I had pre authorized payment from my credit card. When this was not applied on the previous bill I did a call back and was told that this now requires payment from a bank account. So I switched the account but now the new bill still has no credit even though the last payment was already pulled from my bank account. Seems I will need another call back?

I received my first bill today after porting my numbers to Koodo on December 7th, and I am very concerned because the charges do not match what was clearly offered to me by the Loyalty department.I was offered a $35 CAN/US/MEX 80GB plan, with: $10 Auto-Pay discount $5 Loyalty discount for 12 months This means I was told I would be paying $20 per month for the first 12 months, and $25 per month afterward.Based on this offer, I ported three lines and took the same plan on each line.However, my first bill (which includes a partial month and the next full month) is $174.xx, which is much higher than expected.After spending over 4 hours today chatting with Koodo Assist and then speaking with Loyalty, I was told the following: The discounts do not apply to the partial month because I changed my number, and the discounts were supposedly tied to the temporary number that was initially issued. This was never explained to me and does not make sense. The $10 Auto-Pay discount applies starting