Managing your Services

Hi all! I recently added Stream+ to my services, but I cannot activate Amazon Prime. I have already reviewed the troubleshooting and contacted Amazon; however, the issue is that my Prime account was already being billed through Koodo so it is not an Amazon issue to resolve. Amazon told me I needed to connect with Koodo to fix this activation issue. I am not having any luck in reaching someone from TELUS either. How can I get this resolved so Im not being double billed? 

I contacted Koodo Care to ask whether my plan included US roaming. The agent said it didn’t and offered to add it. I agreed, but she changed my Long Distance Calling perk to US Roaming without telling me that my existing perk would be removed.As a result, I was charged $51 for long-distance calls that I normally make every month under my included perk. I also cannot add the Long Distance perk back myself.Please review this interaction, restore my Long Distance perk, and refund the $51 charge, as I was never informed that changing to US Roaming would remove my existing perk.

Can I receive text messages in the Netherlands from Canada with the $ 100 .00 per 365 days prepaid plan or do need a preipad plan with international texting? 

Currently I have the ZTE WF721 hub and need to replace it with a unit that is 4G capable. I’ve been running in circles trying to get this sorted out. The AI assistant says to login to self serve and request and upgrade, which I cannot locate. The staff at the Kodoo booth in the mall said I need to request a rep call back through the online help feature, while the technician/rep on the phone says I need to go to a physical location. Can somebody please explain the process to get a new Wireless Home Phone Hub?

Bonjour,  J'ai résilié ma ligne et réglé ma dernière facture. Je suis à présent en attente du remboursement. Combien de temps cela prendra s'il vous plaît? Merci 

Hello, I requested to switch the free perk to 3-day Easy Roam US. I want to confirm if this has been done and is now in effective. Thank you. Below is my communication in last billing circle.Unable to change free perk to 3 Day US roaming | Koodo Community

I had a 7 Day USA Pass from the previous month that I used in the States and I couldn’t add another one for same-trip within 30 days so I thought I was covered. Now I check my bill and I am charged additional amounts for these few days...what the heck??

never received activation email or esim Im trying to set my phone up with Koodo , I did everything online paid 15.75 for the eSIM it said my credit check was approved I got a email with a order number and that’s it , I need my phone for work tomorrow and I don’t have a different provider right now 

I live rurally and have a lot of difficulties with dropped calls and poor internet service. I purchased a used phone from Koodo and am on contract for another year but want out. How do I do that?

I want to add my daughter to my plan in another city in a pay as you go plan. Will she be able to get a SIM card at a local Koodo store and activate it on my plan?

I am needing help to activate my locked Sim , I already have my 8 digit PUK code but I still can't get passed the ((add a new PIN code & repeat)) clearly I don't understand why it wasn't accepting the new PIN code..  please help 🙏 me. With every little detail. 

I have an auto pay set up on my Koodo account.Koodo tried to charge my bank through auto pay on the September 17th but it failed. I made a manual payment on September 19th through Koodo side. But Koodo charged my bank again on the September 21st. I asked for Koodo to either refund one of the charges or apply $45 credit but they’re not responding. What should I do? so I paid an additional $45 but I don’t see the credit of $45 on my account.

I activated a new plan today. I still haven't received an Esim notification or QR code.

Switched from prepaid to post paid and now I do not have any service on my phone.  Can not top up pre paid account and the post paid account just says its waiting on shipment.  Tried to get a call back but as soon as I pick up, the call drops.  It has almost been a week since I switched and hasn’t shipped.  Have no way of communicating with Koodo except an AI prompt which just circles through the same questions that do not cover my issue.  I desperately need my phone to run my business and now I SOLComplete nightmare

I've been trying for almost a month to add my free perk for rollover data and just keep getting the same error. The chat bot is not any help and I've requested an agent several times but that also goes no where. Really frustrated with self serve tools that don't work and leave no option for additional support.

Just received my bill and was charged an extra $12.00 for minutes on an unlimited plan. Anyone else experience this?

Hi Guys,I am overseas and my Easy Roam stopped working so I added it back to my services but when I try to do a call it’s still gives me the local’s operator your phone is temporary out of service. How to enable the roaming service back fully?Thanks in advance,Ahmed

Hi I placed an order last nite, added my son on as an additional line, entered the EID but the esim was sent to his phone.. (may i entered the EID wrong) I have no way to edit the order i made. 

I HAVE BEEN USING KOODO WIFI CALLING SINCE MAY 21ST,    NOW TODAY…. MY WIFI CALLING IS SAYING ‘ UNABLE TO ACTIVATE WIFI CALLING PLEASE TRY AGAIN LATER, WHAT IS HAPPENING???TALSO THREE DAYS AGO I RECEIVED AN EMAIL SAYING MY PREAUTHORIZED PYMT HAD BEEN CANCELLED, WHICH I HAD NOT CANCELLED.  I IMMEDIATELLY SET IT UP AGAIN, I WENT TO THE FORUM AND WAS TOLD THAT IT HAPPENED TO OTHERS AS WELL AND KOODO IS LOOKING INTO THE PROBLEM . 

I am in Canada and have always been in Canada.  I keep getting roaming notification emails and cannot address the issue thru the Bot.  The method of turning off the roaming possibility that the Bot suggests (manually select Koodo as the cellular network) does not work as Koodo is not available on the list of available networks i don't want to be charged for roaming on both of my phone accounts and need this issue addressed

I am currently travelling and literally bought a prepaid plan a few days ago so I can receive SMS abroad. I haven’t even ported my number over.Just now I got an email with subject: Cancelled service and your next billThe email says: We’re sorry to see you go. You recently scheduled to cancel your wireless service on September 24, 2026, for the following phone number(s)   The thing is I NEVER tried to cancel it in any way. At the bottom I see Are you sure you’re ready to cancel? If you change your mind about this, schedule a convenient time for a rep to personally contact you at koodo.com/chat The chat is useless for my situation, and I literally can’t get a callback as I am with Public Mobile (which can’t even receive SMS abroad, hence I’m trying to transfer to Koodo). Can someone please help me get in touch with a rep that isn’t a callback? I literally just need to stop this completely uncalled for scheduled cancellation.

My Rogers-to-Koodo transfer was cancelled after I accidentally deleted my Rogers eSIM. Rogers has agreed to manually approve the transfer once Koodo sends a new request.I can’t reach a Koodo agent, and a callback won’t work because calls to my number go straight to voicemail. Can someone help restart the transfer and arrange a working temporary line for the callback, or another way to speak with support?

I started the process of transferring to Koodo post paid from Public Mobile, through my Public Mobile self serve account.  After entering my phone’s 32 digit EID, it asked me to confirm that I approve a credit check, which I did.  While it was processing it encountered an error and booted me out.  Then I got an email from Koodo Self Serve registration saying “we’re almost ready to set up your Koodo self serve account...complete your registration now”.  I completed the registration, but the self-serve account doesn’t tell me anything about the status of whether I successfully registered or not.  Am I waiting for something or should I try to start from the beginning again with entering my EID from the PUblic Mobile self serve account?

48 hours after getting a new phone set up with koodo, and having my old phone number brought to this provider.I'm out twelve thousand dollars and two non working phones along with my physical SIM card for my old phone who'd been taken out of it and who knows done what with it to be given an e, SIM with a new phone, that is absolutely pointless, you cannot verify anything or get too authentication done, if the new phone with an electronic SIM stops working, how are you gonna get the verification? If your phone isn't working, if you had a physical SIM card you woukd simply take it out and  put it into another phone that works, simple.  Nope not with a esim though, since my new phone didn't activate for whatever. F****** reason at my old phone does now not work because they took the SIM card out for whatever reason. I do not have a phone a working phone I can't even submit a ticket online to their customer service and get a receiver confirmation or a reply because I don't have a working p

So my phone cannot connect to LTE, which makes it a brick. when I call the customer service number it directs that ALL service requests have to go through “Koodo Assist” great news Koodo I can’t access that when my phone doesn't have LTE and I don’t have wifi. So I have to stop and get wifi, go to the koodo web site, login, and access “Koodo Assist". Well I got some great freaken news Koodo Assist is saying “Oops, this service is temporarily unavailable” well how fantastic is that, My phone is a damn brick for the entire day because Koodo saved a couple of bucks by getting rid of actual customer service via people at a phone number and created a garbage automated system that doesn’t work.  If I can’t use my damn phone and can’t report the issue what’s the point of having a phone provider.