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Self Serve

All discussions about Koodo Self Serve.

  • 465 Topics
  • 1,894 Replies

465 Topics

V
vennyBeginner
asked in Self Serve

Port Number

Hi, I used to use Koodo Mobile Number(A)But, Now I bought new Public Mobile eSIM But I have some trouble, So Same number isn't activate, then I received temporary number(Public Mobile Number B) I want to transfer I was using number(Koodo Mobile Number A) I received this e-mail from Public Mobile. So Is it possible? 

1
O
16 hours ago
C
coach.yusufBeginner
posted in Self Serve

New customer's feedback - Disappointed with experience

Six days ago, I called Koodo to sign up for their $39 promotional offer. I specifically asked to use an eSIM with my line. During the call, the Koodo specialist told me I needed to get a physical SIM first. I'll need to use the physical SIM first, then I can call them again, to convert it to an eSIM.  He mailed the physical SIM to my house. 3 Days later, when talking to another specialist on the phone, I was told I didn't need a physical SIM. The previous specialist had assumed that I had an Apple phone, whereby physical SIM can be converted into eSIMs. I was bringing my own Android phone, which just requires an eSIM. So I was told to go to a Koodo store to buy one.I went to the physical Koodo store, and the specialist sold me an eSIM. I was then instructed to change the SIM card via Koodo's self serve online. When I tried changing my SIM card, I got the error "An Error Occured". At home, I inserted the physical SIM, which arrived by mail. Then I was able port my number to Koodo and us

1
Dinh
6 days ago
K
KaitlanBeginner
asked in Self Serve

Adding a new lie to my account

I am try to add another line to my account, I already have a SIM card but it wont let my use it and is forcing me to buy another one. How can I get past this?

2
D
7 days ago
L
Leo JinNew Member
asked in Self Serve

Request to Temporarily Suspend Mobile Plan Due to Travel

Hello,I need help with my mobile plan. I tried to put my plan on hold yesterday because I'm leaving for a 4-month vacation, the hold started immediately. I changed it back because I still need my phone until I leave.When I tried to pause it again today, I learned I can only do this once a year. Can you help me figure out a way to manage my plan while I’m away?Thank you. 

1
Flo Koodo
7 days ago
H
happyjoy0312Beginner
asked in Self Serve

seasonal hold

Hello..! I tried to seasonal hold for my phone. I didn't know that the season hold starts right away when I press the button. I thought I could select a date by pressing that button. Because my boyfriend is using Fido, and Fido had the option to select a date. So I thought Koodo would have a date option, too. So I pressed the season hold last Friday and it started right away, so I was surprised and changed to the original plan. I had to use my phone until I get on the plane. And now I'm on vacation in my country and tried the season hold option again today, but it said I can only use it once a year, so I can't. So is there no more way for me? I wanted to keep the number and my account, but if it can not, is there only a way to cancel my account? Or is it possible through consultation like this?my vacation will be 7 months. Please help me🥹

3
H
8 days ago
J
jamesdiConnector
asked in Self Serve

Can't replace SIM card.

My phone was stolen on vacation and I am now home and I have bought  a new phone and went and got a SIM replacement from the mall store. The person in the store said she was unable to activate my phone in the store and I had to use the online self serve.The problem is, your self serve portal is broken, It needs to send a verification code to my email and the code has never been sent to me. I have tried several times over a few days and I have never been able to verify. The code has never arrived. I am unable to activate my new sim and I either need this to be fixed so I can use my phone number or I need my Koodo account closed so I can use my phone with another company. 

6
M
9 days ago
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
12 days 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
14 days 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
14 days 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
16 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
16 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
17 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
17 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
20 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
21 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
24 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
26 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
1 month ago
S
staceysmdBeginner
asked in Self Serve

No Subscriptions Tab to Manage Stream+

I’m hoping to cancel my stream+ (Netflix, AppleTV) to switch to the Stream+ with Disney however it says to manage your stream+ account you now have to go to the “subscriptions tab” in your self-serve account. I have no subscriptions tab and stream+ no longer shows up under add ons to mange. I’ve looked everywhere on my account and cannot find where I’m supposed to manage this service.

5
Flo Koodo
1 month ago
D
DanQuixoteRockstar
asked in Self Serve

Mobile data stopped working

My data stopped working suddenly today around 6:30pm while I was using it. The Koodo chatbot had me create a new APN. It was exactly the same as the one in the link below, except the MMSC didn’t have “koodo/” in it. That one didn’t work. I then looked up help on the website. I now have a new one with the exact settings specified below (same as the APN settings I’d been using successfully for so many months until today).https://www.koodomobile.com/en/help/setting-data-your-non-koodo-phone?search_api_views_article_search_fulltext=undefinedAfter several restarts, including removing and reinserting my SIM my once, I still have no data. I have tried all three APN’s - my original one, the Koodo chatbot one, and the one per the link above, and none work.For all of them, the following fields are all “Not set”: Proxy; Port; Username; Password; Server. Do any of these fields need a value as well?My bills are all paid up, and I’m at 2.6 / 20 GB in my data usage, on my $39/mo for 20 GB plan. Any i

6
D
1 month ago
T
TwattonConnector
asked in Self Serve

Short code sms

Hi everyone,Most customers on facebook and any meta sites experinced a wide outage of the apps. I have been unable to log into anything since 9AM EST. That being said, I  have requested multipe codes to reset accounts to log back in,knowing my password and such. Does anyone else not receive  short code SMS  to their phones or is this just an isolated incident on my part?Thanks!

6
T
2 months ago
O
Oldtimer2024Beginner
asked in Self Serve

how to reset eSim

I have screwed up transferring to new iPhone, find myself unable access phone service. Because I did reset and lost eSIM and card was deactivated.Any way of resetting a eSIM if not how to QR code for my current phone number.

1
D
2 months ago
C
Claudia007Beginner
asked in Self Serve

i cant figure out how to change my number

I've tried over an over but i can not figure it out. 

1
D
2 months ago
D
DerekCheungSAConnector
asked in Self Serve

Text messaging does not work

I switched to Koodo on Sat and have not been able to get text message to work.  I looked at all the posts in this forum related to this topic, and I used the Koodo Assist and asked for call back.  I tried the call back 5 times and was never called back. I’m ready to switch to another carrier.  This is such a bad experience.

7
D
2 months ago
Thanin
ThaninCoach
asked in Self Serve

Self Serve is unavailable….

Hello, I have experienced this issue for a week, unable to access and manage my stuff 😞Can the rep reset my self serve file or fixing something ?  Thanks. 

13
Flo Koodo
3 months ago

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