Managing your Services

I need someone to call me urgently at 604-679-2666 to switch over my line because my billing cycle ends tonight and I need to switch over. I already have the Koodo SIM but with a different number 

I’m a postpaid customer. My last bill was for April 11 to May 12 and was paid by Auto-pay on April 28 for the $10 discount.  When should I port my postpaid number to my new prepaid Koodo account to prevent any further billing related to the old monthly account? I expect no refund but consider all debts paid. Will porting my number trigger a $10 charge next month for cancellation of Auto-pay?

I have been with Koodo for over 8 years with a perfect payment history. 2026 came around and I missed a couple of bill payments completely by mistake. Without even a phone call or forewarning, my credit score dropped 130 points. Now with a credit score of 699, I feel slighted by this Koodo company.I have referred many friends to Koodo, and unfortunately I am considering moving to Bell as they take some pride in their customers.Im hoping for a goodwill adjustment to help me with my once proud of credit score.Thanks

I received my upgrade today and need an eSIM. I converted my old sim to an eSIM so that I could transfer to my new phone, but my old phone says sim converted and my new phone says no sim. I have been trying to figure this out for hours, and still have no service on either device. Any help appreciated before these devices get put in the garbage

Starting yesterday, May 5th, my SIM card suddenly showed ‘No mobile data service’ “Temprarily turned off by your carrier”. My cell service will also go into ‘Emergency calls only’.I called Koodo and they made me go through ALL the steps. Via online/phone assistance, no one seemed to know this was an issue. Additionally, Telus does not have any outages in this area (and I cannot even report an outage, since I am not a Telus customer). I tried putting the SIM card into another phone, same error, I tried power cycling, I tried resetting networks (all with the IT Technician on the phone). Eventually the Technician on the phone told me to go to a Koodo store and ask for a new SIM card. As I was driving to the Koodo store, the second I left my home-zone with my phone, I was able to use mobile data again. I went into the store in North Vancouver and the man there said that I’m the third customer who has come in with this issue. He switched my SIM card for a n

I left Koodo a few weeks back and I received my latest bill which is way higher than expected. Looked into details, it was the oversea calls that cost extra. BUT I did select international call as one of my perk. Since I setup auto payment, it was paid, how can I dispute it? Thanks.I tried Koodo Assist but since I ported out, I don't have a number to provide for a call back.

I am trying to add the “3-Day Easy Roam International” as my free perk but every time I submit the request - I never receive the confirmation email and the perk does not get applied (confirmed by checking add-on’s).I have tried selecting different perks, different browsers, incognito, different devices, clearing cache & cookies but nothing works.Please advise on how to proceed, thank you.

I am posting this for anyone who is having issues activating their Amazon Prime through Koodos stream+.  If you are using an iPhone or any Apple product and your default browser is Safari you will probably run into issues with activating specifically Amazon Prime.  I have been struggling to get it to Activate. Finally, today, I decided to try through Google Chrome browser and had no issues, It activated right away.  It would be nice if Koodo Could add this as a requirement!  The chat bot Was useless for this, and I searched every forum and could not find any information on how to help with this

I bought an outside phone and connected it to Koodo, transferring my Sim over. Koodo changed my phone plan without providing me any notice. Now I cannot even change my phone plan again as Koodo limits one phone plan change per month.I tried using Koodo assist to get help and connect with an agent. On both my phone and on a computer the chat crashed as soon as it tried connecting me with an agent. I tried calling on the phone line, and it redirected me to Koodo assist and hung up.I’m deeply frustrated both with the unconsented change, the bad service, and the inability to talk to an appropriate individual to resolve the situation, especially after having been a client with Koodo for over a decade.If I can’t get assistance here, I will explore options taking my complaint to the CCTS as I can see no contractual basis for Koodo having changed my plan without consent or notice.

Currently I’m in France, however I forgot to switch to a monthly plan for international text and calling.  Unfortunately I didn’t make a self service account before leaving Canada so when I attempt to create an account the verification text sent to my koodo number is not received. Anyway I could get around that? I could not find a support contact email so I am trying here. Thanks for your time.

​@Flo Koodo This month’s invoice has come through and the extra day of Easy Roam at $18.00 has been charged. As a reminder, I had purchased a 30-day European  travel pass online at the end of March, but although the site had responded that it was purchased, it had not, and it was not apparent until I checked after I had entered Europe. I have included a snippet of this month’s bill, the last note from you indicating where to report this to get the charged reversed, and a link to the original note. Would you please remove the charge. Thank you. 

Hi, I left Canada about 10 months ago and would like to stop using Koodo services as I might not be able to come back to Canada. Please let me know how to do that.

I have Koodo physical SIM in iPhone 8. My new iPhone 17e needs eSIM. iPhone 8 cannot do Quick Transfer. Please give me an eSIM voucher or QR code and help me do a SIM swap to keep the same phone number.

I have added the 14 day travel pass. Koodo says it is active as of May 5 and expires June 5.I will not be using it until May 29th. Will it not be active for 14 days from then? If not, how do I cancel?

Im Koodo internet customer. Sadly the setup provided by Koodo isnt working for me on full potential. I want to replace modem/wifi booster that i was given with modem/router combo, since i have bunch of wired connections. What information do i need to check to know if  modem i want to buy would work with koodo internet? my internet is via tv cable.

I signed up for a plan through a kiosk in Mayfair mall. It was a $50 80-gb plan and included a pick-your perk Long Distance plan with a 25% discount for 24 months and then $10 for signing up for automatic payments. Which made the plan $27.50. I tried repeatedly to activate the pick your perk plan but it wouldn’t remain “picked” and when I asked support what to do she said to keep trying and I wouldn’t be charged for long distance in the meantime. I tried at least 2 times to make the long-distance perk stick. Now I am being billed $124 for long distance!!!! And the plan doesn’t even recognize the $10 discount for the automatic payments. This is a completely different plan than the one I signed up for ! Totally unfair and dishonest. Can anyone help me with the next steps for disputing this bill. What are my rights in arbitration or court or whatever. I would NEVER have signed up for a plan that didn’t include long distance to the USA since I call there all the time. This is just so da

I may have inadvertently signed up for two travel passes. How can I be sure I won't be double billed?

I want to cancel device care for a phone that I would just replace if it needed repair. I went to the manage add on page in self help. It only allows you to add things, not remove them. What’s the secret? 

Hi, I am running low on data for the month, and received a text message offer to “purchase 4GB of additional data for $5/month”. If I add this for the month (to last me until the end of the period), can I remove it for the next month so my regular monthly rate is unaffected? Or does this change my base plan?How would I remove it after the month without impact my regular monthly rate. Thanks! 

Hello all,I just bought a Europe 14 day Easy Roam pass. On the Koodo site, it says “Your pass activates when you land (just turn Roaming on).” I am not leaving for a few days, so this sounded great that I can buy in advance and activate it when I get there.But, the text message I received from Koodo after clicking the accept changes button says “ Nice. You have purchased more data to be used until the end of your billing cycle, which ends at 11:59pm on 2026-05-01.” This isn’t what I accepted (and I won’t have even left for the trip yet).The email I received from Koodo says “Added* Europe Easy Roam 14 Day Pass Price per month: $0.00 Service effective on: April 28, 2026”The cost for the easy roam was actually $50, not $0. More importantly, I’m in the Eastern time zone, so I bought it on April 29th. If it is truly effective on the 28th, I’ll run out of days before the trip ends. But I bought it thinking it only began once I landed.I’m not sure which c

I’m trying to put my phone plan on a seasonal hold, but the page just refuses to load. It won’t move to the next step at all. I’ve already tried different browsers, incognito mode, and even different devices, but nothing works. Is there another way to activate the seasonal hold?

Purchased 30 day travel pass for my husbands phone ending 8801 on April 11th.  We received an all done message upon purchase and my husband received a text saying additional data added.  We assumed we had the pass.  We checked our billing today,  April 21st, and we are being charged $18 per day since the start of our travel on April 12th.   We tried to add the pass again and got the same messages as above.   Can you please confirm that we have the travel pass.   Also, we expect the daily charges to be reversed.  Please advise asap.

Hello,I have been on hold with the Koodo line to cancel Internet 1-855-350-1170 for 25 mins now, and I tried again yesterday for another ~20 mins. No one seems to answer. Why can’t I schedule a callback? Why is there no update on where I am in line?  Could someone please assist me in having someone call me back. Thanks. 

Hello I am facing some issues with my kood home internet and I am wondering if anyone is facing the same issue here . ?  I have 100gig plan. 

I have been facing poor network coverage since morning May 4th 2026. I don’t know what happened but Koodos need to check