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Self Serve

All discussions about Koodo Self Serve.

  • 528 Topics
  • 2,160 Replies

528 Topics

A
Anjani NetalaBeginner
asked in Self Serve

Haven't received my canadian phone number

Hi Team, I have not received my Canadian phone number. Please help ASAP as my travel is today 

4
Bernard Koodo
2 hours ago
C
ChocoboConnector
asked in Self Serve

Trouble Changing Plan

Hi there, Is anyone else having issues changing their plan through self serve? I’ve been trying all weekend at different hours and I keep getting the ice cream error. Thanks!

8
C
1 day ago
S
SmlFry.NdnConnector
asked in Self Serve

usage times are way off

Recently been having a lot of issues in Self Serve with usage reports…Times are way off or not showing at all. Anyone else have this problem know a way to fix it?

7
D
1 day ago
J
JeremylezonBeginner
asked in Self Serve

Home Internet Ordered, not installed and cant cancel online

Someone please help, I ordered home internet, have decided against installing it. Have not have an installer to activate outside. Received my modem and cannot cancel in self serve because it doesn’t show anywhere under subscriptions to cancel 

5
Bernard Koodo
4 days ago
P
PuffalumploverConnector
asked in Self Serve

“our systems arent able to process your request at this time”

I’m wondering if someone can help me with support. After 40 minutes on the phone yesterday with a rep telling me I can lower my monthly plan to order a new phone to save some money. I had to call back this morning to get support to order said phone as the website kept giving me the error mentioned in the title. After being on for 21 minutes this morning, a very polite rep said he was having difficulties also processing it and would call me in two hours. I received a call 7 hours later and he stated his systems weren’t working, but they were now. Put me on hold and then came back to say the phone is sold out and basically tough luck. I went on to try and do it myself and am still getting the error. It is actually in fact online. As other ones show “sold out” but this one allows me to add it to the cart. So, that kind of sucks to have been given that Information. It’s been over 12 hours. Also, it keeps saying the plan I have isn’t eligible , yet the rep told me I could have that plan wit

9
Flo Koodo
4 days ago
J
JK27Beginner
asked in Self Serve

Getting a new phone and changing SIM card types

Hi, I am thinking of getting a new phone since my old one is getting to the point where it’s not functioning really that well anymore. I have a micro SIM card with my phone number on it, and I’ve read that the majority of new phones use nano SIM cards. My question is if I order a new phone from the Koodo online shop, will I have to change my phone number to upgrade to a nano SIM card? Thank you.

2
J
4 days ago
A
AbdulaiBeginner
asked in Self Serve

not receiving text messages

For some days now, anytime I want to verify something, it says sent to my phone number but i never receive the number. My phone number is correct. so what is really happening?

5
Flo Koodo
4 days ago
D
Dgirl_88Beginner
asked in Self Serve

stream+

I currently have prime with added subscriptions, if I sign up for stream+ do I still keep those extras?

1
Bernard Koodo
5 days ago
H
hanjanBeginner
asked in Self Serve

Adding a new line. Bought a new SIM from store. How to activate it online?

It’s a post-paid (month to month) SIM.Person at the store said that I can activate it online to avoid the $60 activation fee.When I try to add a line via Self Serve, there is no option to specify an existing SIM. It always wants to ship one to me.Am I hosed?

1
Sophia
6 days ago
S
SGSG4217Beginner
asked in Self Serve

Transferring residential landline number to Koodo cell phone

Hello, I am helping a family member get their first cell phone. The plan is to purchase a phone outright (from Koodo) and then go on a koodo month to month plan. They are not existing koodo members. They requested to keep their current phone number (landline, not with koodo) but transfer it to their new cell phone. Based on what I could find on the website this is something that an be done. Does anyone have experience with this and can explain the process to me so I can prepare my family member to do it? (Assuming it’s not something I can do on their behalf?). Any advice is appreciated. 

1
G
7 days ago
A
Alexander von WesterholtBeginner
asked in Self Serve

already have an amazon prime account

I got the Amazon prime deal for 3 months for free. Now I'd like to do the stream plus deal, but it won't link my Amazon account because I have an existing account. But it wants me to get in touch with Amazon, but Amazon Says I need to get in touch with koodo... 

1
Flo Koodo
8 days ago
W
wywConnector
posted in Self Serve

Please reactivate my phone number today

Travelled outside Canada for two months and my number got deactivated or paused. I’ve paid the bill by bank bill payment after failed to pay by credit card many times, so please reactivate my phone number today. 

6
W
10 days ago
K
K102Connector
asked in Self Serve

Koodo Prime and Streaming+ Billing

Good day to all,I have an existing Koodo Prime membership billed through Koodo. Now have signed up for Stream+. It seems I have been double billed as initial sign up payment has gone through for Stream and have been billed Amazon 9.99 through Koodo on my bill. Noticed Prime is not activated but Disney/Netflix is. If I try and activate it goes to Amazon stating Im already a member. How does this work do I have to remove Prime as an add on?  

1
Dinh
12 days ago
C
ChackaponBeginner
asked in Self Serve

Creating account/downgrading plan abroad

Hi, I nedd urgent help with downgrading my monthly plan. In order to do that I need a Self Serve account, but I didn’t register it while I was in Canada. Now it asks for a verification SMS, but I can’t get it in Poland, so I have no way of setting up an account myself. Is there any way I can get in touch with Koodo in order for them to help me with this situation? 

1
Allan M
13 days ago
L
LarhanyaBeginner
asked in Self Serve

Porting my current Koodo number but want to change it to a new local number

I have applied with a VOIP company to have my Koodo number ported to them. The twist is that I want to stay with Koodo but change my number to a local one (currently using my old out-of-province number).Should I call Koodo and talk to them about these complexities or is there a trick I can use to make this work properly?The reason for my weird choice is that I want to keep my old BC number so that anyone who uses it can still call me, but I want a new MB number because I’ve moved here permanently and want to stop giving locals a BC contact number and possibly making them pay long distance.Thanks for any help y’all can provide!

1
Allan M
13 days ago
M
MVDConnector
asked in Self Serve

Unable to send or recieve texts after switching to Koodo

I just switched from Rogers to Koodo today. Left the kiosk thinking everything was good to go only to find out I cannot send or recieve text messages. I have done all the steps recommended and still not working. I can make and recieve phone calls and use other messaging apps. I also have not recieved any sort of welcoming email. I cannot register my account as I can get the code they text to set it up. Help

7
Dinh
14 days ago
K
koouserBeginner
asked in Self Serve

Address change doesn't work

Trying to update my profile address for a new sim card to my new address - it reports ‘success’ and ‘It may take a few minutes for your address to be updated.’But the change does not take hold, even after 20-30 minutes later. The chat bot tells me the address can’t be updated by the phone support staff for privacy reasons and sends me for a loop. The only option is to go in to a kiosk? 

4
Flo Koodo
15 days ago
G
gravelmanBeginner
asked in Self Serve

Number transfer

Why does my number transfer from Telus to Koodo get no farther than this? Doesn’t matter whether I use the Account number or IEMI number. It just flags this and won’t go on. I’m also getting no text/SMS requesting authorization. I don’t want the new Koodo number and I initially requested a number transfer when purchasing a Koodo SIM card

5
Flo Koodo
15 days ago
R
roro12Coach
asked in Self Serve

can't log in

i’m a pre-paid costumer but can’t log into my account

16
R
16 days ago
J
Jb13Member
asked in Self Serve

Unable to change address

Unable to change my address online. Website accepts my address and says that the address was changed successfully but it never changes. Have been trying for 2 days now, with no success. Koodo assist is no help either. I requested a call back but got no calls. What to do?

3
Bernard Koodo
18 days ago
T
The DanMember
asked in Self Serve

Porting From Speakout Issues

I am attempting to port my sons number over from Speakout to Koodo.  We made the unfortunate mistake of attempting to use the IMEI number in the self server set up but have since learned that Speakout to Koodo porting seems to only work when using the account number and PIN option.Unfortunately, we can’t seem to ‘restart’ the port process.  We have been in contact with both Speakout and Koodo support on multiple occasions.  Both can see that multiple port requests have been made.  Speakout insists that Koodo is doing it incorrectly and Koodo insists they are doing it right. FWIW Speakout says that the account # and PIN are required and Koodo keeps trying to do it with just the account number.At this point I’d just like to have koodo resend the a new port request link so we can try the port ourselves with the account number and PIN.   Has anyone experienced this before.  Can Koodo not do this.  When we click on the previous link it just say port in progress.   Any help or suggestions wo

3
Dinh
18 days ago
M
MrPopularHDBeginner
asked in Self Serve

I keep getting "Make sure to input the correct number" when trying to transfer my phone number

I’m transferring from Public Mobile and I keep getting the above error when I enter in either my account # OR my IMEI #. I’ve searched for articles on this site, but they all seem unanswered.  I’ve tried using only the 9 digits, but it’s all numerical so I don’t think that advice was meant to work for me anyways.  Any help you can provide on this would be greatly appreciated.

3
Flo Koodo
18 days ago
T
thomas strattonBeginner
asked in Self Serve

Can't cancel my internet subscription

I signed up for an internet subscription 24 hours ago. I decided that same day to stay with my previous provided when they offered me a discount. I can’t cancel the subscription. I scheduled a callback and was told that I can only cancel it online, but the option to cancel does not show up and it says the order is being processed. The rep on the phone said his system shows that the order had been fully processed and I should be able to cancel. Told me to wait until the morning and try again. It’s now 24 hours later, still no option to cancel, and I’ve been waiting 7 hours for a callback, including one call back that automatically put me on hold for 1 hour and no-one ever answered. Is there any way to actually reach customer service to solve this?

4
Darius Koodo
19 days ago
E
EmmescoroCoach
asked in Self Serve

Error when trynig to change my plan on self-service

Hello Team,I need help from a rep please, I need to change my plan which is currently on seasonal hold. It is not allowing me to change it on Self service because I get an error in the Choos your perk step.In addition, I cannot schedule a callback because I’m out of the country but need to change my plan to actiate roaming.Can any rep contact me through here to get this solve? Thanks 

16
Darius Koodo
19 days ago
J
JoseeOrganizer
asked in Self Serve

IMEI not accepted

I’m transferring from Public Mobile on a monthly account, trying to keep my own number. When I input my imei number I get an error message: Make sure to input the correct number. I have tried several times, the number is correct, no letters, no dashes, 15 digits. I cannot input my Public Mobile number because I can’t access my Public Mobile account,  I struggled so much but they have no customer service at all, this is why I’m coming back to Koodo. I have scheduled a call back.

3
M
20 days ago

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