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Home internet cancelled and still being charged

  • December 10, 2025
  • 8 replies
  • 47 views
M

I have requested the cancellation of my home internet in Dec 2024 and I am still being charged to this day.

They had told me that they would send me an email with instructions to return the equipment, which I have not received until today.

I am, at this very moment, trying to get a hold of anyone on the 1-855-350-1170 number for 53 minutes, and counting, with no success at all.

And this is not the first time I try this. I have tried to go through this excrutiating process twice before, unsuccessfully. It is starting to be nuissance. I would like to get refunded for all these months of payment, but simply cancelling it and not getting further charges would be a good improvement.

Best answer by Msisco

After more than 2 hours on hold today, I finally got a hold of them. It looks like they proceeded to cancel retroactively and process a refund of the unused months since Dec 2024.

I am waiting for the actual refund and I have now received an email to return the equipment by Canada Post.

 

8 replies

M
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  • MilkyWay
  • Mobile Master
  • December 10, 2025

Let me flag a rep for you.

D
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  • Dennis
  • Mobile Master
  • December 10, 2025

And this is not the first time I try this. I have tried to go through this excrutiating process twice before, unsuccessfully. It is starting to be nuissance. I would like to get refunded for all these months of payment, but simply cancelling it and not getting further charges would be a good improvement.

When did you first request cancellation?

When you said you went through this process twice before, did they say they were able to back date to the first cancellation request?

Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
M
  • Msisco
  • Author
  • Rockstar
  • December 10, 2025

I first requested the cancellation in December 2024, when I moved to a region where there is no Koodo service for home internet - so I was "forced" to cancel.

I tried calling this same toll free number two other times between then and now, just hearing "on hold songs" for well over 1 hour each time and no one ever picked up my call.

I am now heading to a Koodo store with the phone on call to see if they can help me.

I work crazy shifts on federal law enforcement, I wish I had time for this bs....

Flo Koodo
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  • Flo Koodo
  • Official Rep
  • December 10, 2025

Hi ​@Msisco 

We have looked into it and based on the details we see on  our end, there was an interaction with a rep back in 2024, who advised to cancel the internet subscription in self serve.

Just to double check, have you tried to cancel in self serve and it didn’t work back then?

D
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  • Dennis
  • Mobile Master
  • December 10, 2025

Do you still have the equipment since the Dec 2024 move?  Did you move with the modem and router?

Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
M
  • Msisco
  • Author
  • Rockstar
  • Answer
  • December 10, 2025

After more than 2 hours on hold today, I finally got a hold of them. It looks like they proceeded to cancel retroactively and process a refund of the unused months since Dec 2024.

I am waiting for the actual refund and I have now received an email to return the equipment by Canada Post.

 

Flo Koodo
M
  • Msisco
  • Author
  • Rockstar
  • December 10, 2025

Do you still have the equipment since the Dec 2024 move?  Did you move with the modem and router?

I still have the equipment with me, but never used it again since I moved in Dec 2024.

M
  • Msisco
  • Author
  • Rockstar
  • December 10, 2025

Hi ​@Msisco 

We have looked into it and based on the details we see on  our end, there was an interaction with a rep back in 2024, who advised to cancel the internet subscription in self serve.

Just to double check, have you tried to cancel in self serve and it didn’t work back then?

Anytime I tried to cancel on self-serve, it led me to a page asking me to call the toll free number...

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