Emailing Koodo

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  • Updated 9 months ago
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What happened to the "email us" option on the Contact page?  I have to contact Koodo every month to dispute errant roaming charges (incurred by living within close proximity of a US tower) and prefer not having to sit on the phone for 10+ minutes each time.
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Shaiyela Hornung

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Posted 1 year ago

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Mathieu, Mobile Master

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Hi Shaiyela,

You can contact Koodo via facebook. You can also deactivate roaming on your cell phone to stop this from happening every month.
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Bernard, Official Rep

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Excellent advice!
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Bernard, Official Rep

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Please direct message us of Facebook. That said, you shouldn't have to contact us every month. The "accidental roaming" could be resolved by settings your phone to "home only".
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Shaiyela Hornung

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The problem is, my phone switches over a couple times a month.  If my phone was always set to "home only", there would be large blocks of time where I am unable to use my phone.  At least when it roams to the US, I can still use it in my own home.
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Mathieu, Mobile Master

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Except you will keep getting charged for roaming. The phone will pickup whichever tower it can get the best signal. If you stop it form accessing US towers, you will only connect to Koodo towers. What city are you located in Shaiyela?
(Edited)
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BobTheElectrician

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On Android: Settings => Mobile Networks => Network Operators === deselect automatic. Choose Koodo only. Handset should pick up Koodo and Canadian extended service but not US.
(Edited)
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titaniumtux

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After a quick websearch, found TopLevelService@koodomobile.com. I'd recommend saving that email address.

To avoid the roaming, I would imagine you have wifi at home? Maybe get a Canadian phone number from an app and forward calls from the Koodo line to the app phone number and receive the calls in the app. A small hassle, but might save you a fair bit on roaming charges.

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Mathieu, Mobile Master

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I wouldn't go streight to that. Going through the proper channels is important in order to get proper support with any company. As outlined above, the user has a variety of options available to them including properly configuring the phone and contacting Koodo via facebook if they don't want to to wait on the phone.
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Susan Gardner

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Our Koodo monthly charge has suddenly jumped up more than $10 per month and nobody notified us of this change.....how is this possible??  I need an email address to get to the bottom of this.
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Allan, Mobile Master

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It could be plenty of reasons. Login to selfserve, click view my bill and then download and look at page 3 of your ebill. Here will be a breakdown of charges. If you dont understand it or still have questions take a screenshot and post it here and we can explain it for you.
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Bernard, Official Rep

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@ Susan, when you signed up with us it was on a special BYOD (bring your own device) promo, which got you $10 off for six months on your bill. This is your first month with the full price after the prom. Hope this helps explaining.  
(Edited)