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OMG Koodo customer service is amazingly horrible

  • May 10, 2026
  • 5 replies
  • 74 views
K

I have spent about 30 minutes trying to get through to a human being to discuss a $16 roaming fee for 1 minute when I never left the country. I tried Koodo Assist and could not get a rep. I tried the calling 1-866-995-6636 but it sends you a text to connect with Koodo Assist. I’m already signed into my account and it wants me to sign in again and when I try it says my email or password are incorrect. Then I try using this community and get a survey box that pops up before I finish my question. When I complete the survey, my question is deleted.

I think I will switch to Bell because my husband who was with me when I was charged didn’t receive a roaming charge or message saying he left the country.

Hopefully a human being from Koodo will contact me before I give up with Koodo

 

This topic has been closed for replies.

5 replies

M
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  • MilkyWay
  • Mobile Master
  • May 10, 2026

Were you close to the border at the time? Can you provide a screenshot of your bill with a detailed list of charges? Make sure to remove any personal details, as this is a public forum.

    K
    • klr2
    • Author
    • Beginner
    • May 10, 2026

    Yes. I was driving while we were in Sooke so I wasn’t looking at my phone. I received a text message at 10:07 AM from Koodo saying welcome to the USA and telling me to set my phone to airplane mode. I didn’t read the text because I was driving. I received another message at 12:38 saying welcome back to Canada. 
    My husband was in the car and didn’t get a message on his phone or roaming charges. He’s with Bell. 
    I am going to have to figure out how to send a picture of the roaming charge on my bill.

    K
    • klr2
    • Author
    • Beginner
    • May 10, 2026

     

    Dinh
    Forum|alt.badge.img+4
    • Dinh
    • Mobile Master
    • May 10, 2026

    I appears you had accidental roaming on your bill, let me flag a rep to look into it. That happened when you traveled near US border and the phone picked up stronger US cell signal. 

    In the future, if you plan to go to US border, since your phone was prone to US tower, you can disable automatic carrier selection and manually select “Koodo”. That should help

    A Koodo customer, opinions are my own.
      Flo Koodo
      Forum|alt.badge.img+4
      • Flo Koodo
      • Official Rep
      • May 10, 2026

      ​@klr2 

      We have looked into it and we have been able to remove the roaming charge since it was due to accidental roaming.

      For more info about how to prevent accidental roaming charges, please check out this article https://community.koodomobile.com/plans-services-232910/easy-roam-understanding-how-you-will-be-charged-while-traveling-7811296

      Also, feel free to check the available  plans in your self serve account, as you might be eligible for a Canada-US plan: https://www.koodomobile.com/en/help/changing-your-rate-plan

      With a Canada-US plan, there will be no fees for when the phone picks a US tower while near the border,. On top of that, you can use your phone without additional charges in US (some exceptions apply). More about Canada-US plans, you can find here https://www.koodomobile.com/en/help/traveling-with-your-canada-us-rate-plan

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