Billing & Payments

Rather than using the default Koodo voicemail number (which requires me to phone for messages, go through security, press numbers to repeat/delete etc.) I have a VoIP number that I set my phone to forward unanswered calls to. (The VoIP service forwards voicemails to my email address as sound files. Much more convenient.)I just checked my first bill and see that Koodo charges me $0.50/minute for “Local aircharges” when someone leaves me a voicemail (in fact even when they don’t - as soon as I miss a call and it starts to forward it costs $0.50 even if they just hang up when I don’t answer). The number my voicemail forwards to is local; it’s in the same area code as my phone. My Koodo plan unlimited phone calls. Why am I being charged for a local call?

Hey, I thought I would try here as this a pretty simple question but I cant find an answer online.  I added 45 dollars to my bill which is 0 at the moment, but if you add it onto a 0 dollar bill it becomes a +balance? Just curious as I like to pay things ahead a bit but not sure how Koodo handles it. If anyone knows much would be appreciated! Thanks

I switched from Koodo to Fido in November, 2022. I need to access my Koodo account to download all of my bills for 2022 but no longer seem to have access. It doesn’t recognize my email address.

Hey There,I”ve just received my new Koodo sim in the mail but have been charged since Dec 16th.Are you able to assist with a credit as I’ve not used the device since then till today.THank you. 

So I signed up for the black Friday deal of 50gb and was charged $65 or so just yesterday. The thing is I never activated my account or did anything, I never even opened the letter that came in the mail from them. I don't even know where it is. How can they charge me knowing I did nothing to activate it !!!?!?!?

Hi Koodo community,I switched to Koodo a couple of months ago at a Kiosk, the clerk there helped me set up a plan of 55/mo with 8GB data, and I also get monthly credit of $10 + MC Service Discount $10 (for 24 mo), so I pay 35/mo for 8GB.Now that I see on self service there is a plan of 55/mo with 50GB data, I wonder if I change my plan to this new one, will I continue to receive the current monthly credit ($10+$10) on my bill? or I would have to pay for the full 55/mo? (This is not part of the question but - last month I wanted to switch to a new promotional plan of 35/mo with 20GB data I saw at a Kiosk, but the Kiosk clerk said as a current Koodo customer, I’ll have to schedule a call back - which I tried, multiple times, but couldn’t get a call back anyhow! 😡... Then earlier this month, I received the data offer in SMS and replied Add25 within the next week - nothing happened, I got no reply ever since. 😡) 

Hi, I signed up for the $30/20gb promotional plan for BF by switching over from Fido. I was mailed two sim cards (two lines), and I was not informed of this by the representative. I switched over my phone number from Fido and I have only used one of the two lines since. So now on Koodo Self Serve there are two lines under the supposedly $30/20gb plan, my phone number from Fido and another random number I was provided. I received my bill today and I was really confused by the charges. This is the charge for the number that I had supposedly replaced:This is the charge on the 2nd line that I don’t use: This is the charge on the line that I switched over from Fido, replacing one of the lines: I see that the BF monthly credits are applied to both lines (other than the $5 new line credit), but I don’t understand why I was given two lines when I was not informed by the representative about it nor did I ask for it.

Why does my bill intially say 4 the 20th of every month but it always ends up being the end of the month? 😡🤯

Basically I cannot top up my account manually using my credit card. I get some sort of loading circles where it should be and nothing happens after that. I have three phones I do that with, prepaid all of them, and I was only able to pay off one of them. The only difference in plan is that the phone I could add money to was a newer plan that includes some data where the older ones don’t. Just the basic 15$ a month plan on all three phones, they don’t need more than that.I’ve tried using this “community” service before and it was of absolutely no help. I was able to find a Koodo support number elsewhere and they were helpful and prompt. I can no longer find that number though so I’m here again. The Koodo assist thing was also useless and broken.Why can’t Koodo just have a customer service number like any proper company does? Also, why did they need to break what wasn’t broken? The self serve for prepaid customers worked just fine before, now it doesn’t and clearly I’m not the only one h

Koodo states the activation bonus is the same as the tab bonus, but not long ago the activation or phone credit bonus was stated as a 90 day period, after that, the bonus part was paid for by koodo and we had our tab that we could pay out and upgrade our phone or our monthly term as we needed after the 90 day period, that was the best thing about Koodo, and now it states 24 months instead of 90 days, so how can it be the same as stated here ?This is the first time I'm hearing the term Tab Bonus. What is it? Wasn’t it called 'Phone Credit,' 'Activation Bonus' or 'Activation Credit' before?It was formerly referred to as the Phone Credit, Activation Bonus, or Activation Credit, and we recently changed its name. It still means the same thing but has a new name, which is “Tab Bonus.” Similar to the Tab, the Tab Bonus is offered by Koodo to reduce the upfront cost of the phone... And now with this 24 month agreement it’s not any different from any other 24 month contract from any other provi

Isn't holding someone to a 24 month agreement on the purchase of a phone the same as a mobility contract, but yet Koodo claims it is contract free ?

I want to report a payment but it won't let me, anyway I can go about this so I can get my phone reconnected 

Hi there! I want to apply for a suspended service. I've already left Canada and I'm going back around May. I don't have enough money in my bank account now. I made several inquiries, but no one responded. Please help me. My phone number is 778-677-3889 

I noticed that Stream+ now has Telus TV+.  It appears that I can log in through my Koodo Self Serve, but it seems to be limited.  Is there a way to log in to Telus TV+ app?  It’s not recognizing my Koodo Self Serve credentials.

Hi, I have the question regarding my first billing.I seem to be missing the pro-rated credits when I switched over to Koodo for the black Friday $25/20GB plan. The partial charge for Nov 27-Dec 1 . I was also expecting to receive partial credits for the $25 monthly credit as well ($25/30 x 5 = $4.16). I Was expecting the total amount for this bill to be $39.20 ($35+GST&PST) but it's $43.87Thank you!

For some unknown reason for the last few months I've been getting a 5 dollar charge under data usage listed as an "event" once a week every week. It's adding 20 dollars to my bill. It happens at 5:05 am. I have no idea what this is and since I always have plenty of data left over at the end of my billing cycle am not very happy

I signed up for $30 for 20 gb on Nov 30th.  The first bill was broken into 2 parts:(1) Nov 30th - Dec 7th at $16.50 [I expected $7.50 or ¼ of $30];(2) Dec 8th - Jan 7th for $30.   How do I get Koodo to correct the pro-rated portion of the bill from $16.50 to $7.50 ?

Hello everyone,I am writing today hoping to solve a little problem I have with my kodoo plan. Before I travelled outside of Canada, I put my plan on a season hold for a small charge each month. Now that I have decided to stay in my home country so I will not need a Canadian phone provider anymore, I have tried to cancel it myself but I don’t seemed to find an option for it. When I try to contact a representative the only option is to schedule a call back that only works with canadian numbers that I cannot use due to my current location. Does anyone know a way to cancel a plan and stop the charges? or maybe an international phone number I can call? I would really appreciate it!! thanks you so much!sincerely,Nicolas Pena  

where is 24 month of  bill history? 

Trying to look up a bill from 2 years ago but billing does not go back further than 18 months. Trying to find a important phone number I lost.

I’m currently visiting the United States, will I be charged for receiving SMS messages? I’m not sending any messages, simply receiving them

I will be holidaying in Cuba for 3 months and I have a Cuban SIM card for my phone, will there be a problem replacing the Koodo sim card with it???

I’m a prepaid customer, have a problem with billing this month, now my account was suspended. Every time I try to add funds the system shows the mistake. I alredy tried replacing my debit card info, but it still doen’t work. Does anybody can suppose how to solve this problem& Thank you!

I was part of the old migration of PC Mobile customers to Koodo and have since closed out that account. However, every month since then I continue to receive a monthly billing email even though there is no balance on the account (and the account should be closed I would assume?).Is there any way to resolve this communication myself, or do I have to just try to get customer service to dig into that old account and manually shut it down somehow? I appreciate any assistance or ideas you may have! Thanks!

I live on Gabriola Island where we were recently impacted by a 6 day service outage last month due to the main Telus line being severed between Gabriola and Vancouver Island. We lost all service at our home and had to drive several kms to pick up and send messages. Other Koodo customers in the community have received a rebate/compensation for the loss of service but my family has not. I attempted to ask about the situation using the Koodo digital assistant but my question was not understood by the system. All attempts to schedule a callback failed. What is the best way to follow this up and obtain our credit?