Managing your Services

Why is it so difficult to talk to anyone live at Koodo.No one to answer a few simple questions, just a runaround. The self serve is really not user friendly at all, just keep going around in circles.I was thinking of adding cell phone to my account. I notice my own rates are higher than advertised rates that come with more data etc.I have to reconsider going with Koodo, looking for someone that is willing to talk to me and wants my business.

I agreed to a pre paid plan for 2 phones and my self serve account apparently is set up for monthly payments. I have provided account information for banking but suspect I will be paying for a plan I didn’t agree to . Both phone numbers appear on the account but my preferred numbers are yet to be ported over. (in process it says.) How can I straighten this out .  

I recently acquired a Google TV with a Disney+ feature. I tried logging in but was unsuccessful. I could still access the Disney stream on the Apple TV box. So I tried changing the email address on the Disney stream account to match the email address on the Google TV. Now the Disney stream doesn’t work on either the Google TV or Apple TV. I called Disney but they couldn’t find my account. I had the Disney stream included in a subscription bundle since June 2024.  Disney asked me to call Koodo to advise them and/or ask for a subscription ID.  I called Koodo tonight. After an hour of trying with accessing the Disney account, I was transferred to a technician. After more than an hour of trying, I was told to contact Disney. The technician could see it was activated since June 2024 but it was never activated on the Disney end.  The strangest issue was whenever I tried to login with the Disney app it would redirect me from the English to French Disney hom

I am unable to reset my password. I click on the lost password link, receive an email with a new link which takes me in an endless loop.I am overseas, but using a VPN connection in Canada.Can someone tell me how to contact a human being online?

Hello,I have a question regarding cancelling Amazon Prime.According to the Koodo website, Amazon Prime can be cancelled by clicking the “X” button under My Add-Ons on the Self-Serve page. However, when I check my add-ons, I do not see the “X” button next to Amazon Prime. I have attached a photo showing my add-ons screen, where the cancellation option is missing.I have also attempted to contact a representative through the online chat, but the system repeatedly fails to connect me to an agent. This has been an ongoing issue since the end of last year, and I have not been able to receive support through this channel.Could you please advise how I can cancel my Amazon Prime subscription in this case?Thank you for your assistance.  

I cancelled my phone plan way back in November which I know for a fact was cancelled as my sim card stopped working. However, I just received and email stating my plan is cancelled but I owe 77.80, stating it’s an overdue balance from December but my phone has been shut off since November, I am not in the country anymore and my sim card has been shut off since November so it is ridiculous to have a charge. I cannot schedule a callback as I’m not in Canada so I need to escalate the issue here.

Hello  I see my latest bill has been charged with easy roaming charges of 16$ which is incorrect.I just landed in US and took of the airplan mode and before I can disable to roaming feature of data the roaming was charged to me. if you see the usage of roaming for not even for a min.please help revert the charge and adjust the billing.RegardsDeepa

I was previously a telus customer and then switched to Koodo , I need copies of billing from last year and cannot get into my telus account. I was told to contact Koodo to get these.

I operate a community fibre network at a park.  All my customers are CGNAT behind a single public IP.  No Koodo customers can access the secure account website as cloudflare is blocking.  Can you tell me who to contact at Koodo to get our IP whitelisted please?Cloudflare Ray ID: 9bac914de935ac25

I have been charged 156 CAD on my Koodo account despite using and cancelling it within 30 days. I am not able to connect to Customer care . Koodo assist ask my number to connect and when I give my number it’s says number not correct despite my account mapping to the same number and is KEEPING ME IN A REPEATED LOOP.The bill doesn’t have the line item to tell why I am being FRAUDLENTLY CHARGED.I am planning the escalate this to CCTS Canada, please reach out and resolve ASAP.

I track my own data usage and it always differs from Koodo's. I've been using Koodo for 4 months now. I thought the data usage automatically subtracts the 10GB I chose for the perk, but it doesn't look like it.Does the Koodo data usage notifications for 50％, 90%, 100% and the data usage tracker include the perk? Or do I just have 10 more GB to use after it hits max/100%?I don't want to pay extra for using more but I've had to use another prepaid plan over the winter holidays because I was afraid of this.

I got the Box week offer that was 60GB for $30/Month, when I active the auto pay. I didi activate the auto pay put I didn't get the discount. SO I got the bill like 50-10=40+taxbut the offer said 60GB for $30+taxAlso other think I got bill that chrge me $13+tax for activate the plane for the period Jan 2 To Jan 10, While I received the sim card on Jan 10  

I am on my second full billing cycle of having pre-authed payments go through. The first month I received the $10 discount on each line, but no on Dec 1st bill, the discount isn’t being applied, and I’m being charged full price for the plan.

My bill never changes. But curious as to why I've had $50 extra added to it, this month? We pay enough for phone bills as it is here in Canada!!!!!

My account has been cancelled 2 months ago but the charges still take place. Please refund, thank you

Hello, I have a usage charge of $3.20 under minutes on my most recent bill.  It says it’s for calls to Miami.  These were not completed by me, I have no idea why I am being charged for these.  Can you please look into this?Thanks, Amanda

I’ve been trying to change my plan all day and I’m getting the “can’t choose perk, try again in an hour” screen. It’s also been happening for months as I’ve recently been trying to change my perk as well. Clearing cache, incognito, new browser, none of those have worked.Can I get some help in changing my plan? I’m seeing people getting their plans/perks changed on the backend by a rep. Trying to switch to the current offer of $55/mo for 60GB and the 5G Speed Boost perk.In the future, can a store change my plan for me or will they get the same errors? 

I just switched plans and was wondering why I haven’t gotten a new bill invoiced to me. I usually get my new bill on the 25th but am wondering if I will be getting it earlier. I need the bill to show my current address to another organisation so wondering when I should expect a new one. 

I have put inultiple callback requests, I get an email saying my callback is coming, and I never get an actual callback.  611 is useless, kinda like Koodo service in general.

I can never get anyone to call me back. I signed up and it took over a month to get the internet to start working. Kodoo promised me a certain rate, I have been emailing for weeks now trying to get my money back for the first month I was charged and get the new rate that I was promised. They email me saying they will call back at 7pm - no one calls. I’m stuck here emailing over and over again. Then I say I want to cancel to just get someone on the phone, and poof! They cancelled my internet. I have kids and a work from home job and no communication on refunds or what day the service will end (because I’ve prepaid for the month). I need someone to call me back and sort this out. It is too much. I regret opening my front door to that salesman. Kodoo needs to give me a refund for the time before activation, adjust my pricing to the promised rate and reactivate my line up until the date that I have paid for. They have left us in the dark

Hi, My Self Serve email address and password were compromised, and I no longer have access to that email account.I used my prepaid Koodo phone line in 2024 for about four months and did not use or pay for the service afterward. I still have the SIM card, and is securely in my possession.I am currently outside of Canada and do not have access to Self Serve. I previously sent an email to customerservice@koodo.com, but I have not received any response. I contacted CCTS as well, still emailing with them  Is there a way to confirm that my account is fully deactivated and cannot be reactivated again through Self Serve?

I used my prepaid tel number in 2024 and stopped paying for it. Is it deactivated after a certain time?

I have been a Koodo customer for 15 years. So when it came time to set up my wifi I chose to use Koodo. BIG MISTAKE. I have been left without wifi for over a week.When I signed up the rep assured me a tech would come to ensure my wifi activation was easy. Well the tech was canceled and I in fact did need a tech to properly set up my wifi. Since Koodo uses a 3rd party tech company I have been trying for over a week to get my wifi set up. I’m currently a student and require internet for a lot of my course work and Koodo’s excuse is there’s nothing they can do. How do you not have a direct line to this 3rd party to help customers in need. Today was the final straw for me when the tech I have been waiting for (for over a week) didn't show up for my appointment. Now I have no hope that my issue will be resolved as I have to wait another day without internet to speak to a manager to file a complaint. Horrific customer service avoid at all costs.

I have been charged 2month of koodos bill without using any of those services and i havent received any sim yet. when i contacted store they said sim has been lost contact customer support. How do i connect with customer support???

Been having problems with wireless home phone for a couple of month, intermittent issue with loud noise on incoming calls. Finally figured out how to talk to tech support, and supposedly is an issue with a ZTE firmware update from September ‘25 that is still not fixed. Have 2 home phone plans for a long time, and crazy that Koodo won’t remedy the problem their provider created.  Koodo, won’t ship a new modem they are now using instead of the ZTE and suggestions are 1) is to turn off/on periodically until they get a fix, or 2) switch to Telus for the new modem, at higher cost and 2 year contract. Not the best solution for my parents in their 80’s.  Anyone have any luck with Fido, or bought a cell router off Amazon/Ebay?  Just exploring options before I cancel.