Managing your Services

I've been a Koodo customer for Over 3 Years and want to lay out a pattern that's become a serious problem, in case others are dealing with the same thing or can point me to a better path.The core issue: I travel internationally fairly often, and every time I do, I turn off my SIM so I'm not being billed for a line I'm not using. The problem is there's no real "pause" option on postpaid – just a $15 suspension fee, or nothing at all. This has led to:- An NSF fee (~$80) triggered because the subscription kept billing during a period I wasn't using the service at all.- Long-distance charges around $22/minute that I was never clearly warned about in advance, and had no way to block – the call just connects and bills, instead of being stopped if it's outside my plan.- This isn't a one-time thing. It's happened multiple times, different years, same root cause: a subscription model that charges me whether I use the line or not.What's been most frustrating isn't just the charges themselves, bu

I did not realize that there was the Asia 14 Day Travel Pass ( $70) for South Korea.I plan on going for 10 days at the end of the month.Can someone confirm that all I need to do is text ASIA14 from my phone to 7626 ahead of time before my trip and the pass will be added to my account. It will not be activated until I land in South Korea. Also I will be able to call and text to Canada/South Korea and use data in South Korea without incurring any other extra charges except for the $70 for the Travel Pass?

I was not in the US, but near the ocean in BC and it said it was going to charge me and my wife $16 for roaming. Please reverse this charge.

Telus have a feature that if their internet goes down any devices will automatically be switched to mobile data and the data used will not count in your mobile data plan. This applies to Telus, Koodo or Public mobility accounts.My Telus internet went down 4 days ago so this feature would have kicked in, but looking at my Koodo mobile data usage it appears that the Telus data usage is included in my mobile data usage.What gives and who do I speak to to get it corrected?

For the past few weeks, there has been little to no cell service coverage in the Stephenville, Bay St. George, Port au Port region of Newfoundland.  Once 5G started showing up on my phone, the cell coverage disappeared. If I turn on and off Airplane mode, I get connected to an LTE network for a few seconds and you may be lucky enough for a text message to send. Then 5G shows up again and all service disappears once again. This is an issue for hundreds of customers. I have sent messages through Koodo Assist. Finally someone has gotten back to me and replied with this:REGARDING THE SERVICE DISRUPTION IN STEPHENVILLE: The investigation shows that the network in the Stephenville and Stephenville Crossing area has been experiencing coverage-related issues. While the system reflects both lines as active, active lines and a fully functioning signal in a specific geographic area are two different things, and that distinction matters here.The service needs to be fixed ASAP. 

I already setup Pre-authorize Payment by my credit card. So far it works but until last month, the bill for July was not settled by pre-authorize payment method. It accumulated to the bill of August and Koodo imposed $4.11 Late Payment Charge on the bill. Try to seek advice form “Koodo Assist” but the system keep failed to login… What can I do? 

I started a new account about 5 hours ago.I received account number.Public mobile no longer Working since I agreed to transfer the phone number.But I haven't received any esim from Koodo.And I can't get through on the phone because they can't call.I tried to look up esim, but it only wants to send me a text to confirm, email address is too new.Not a great experience so far 

Hi, I just did the Public Mobile to Koodo Fast switch today to the $30/50GB post paid plan. My current phone with PM sim is currently non functioning. Screen is busted and phone is not usable.I am currently abroad and purchased a replacement phone that only accepts esim. I provided all the required info during the fast switch including the EID of the new phone. My Koodo self serve account was migrated from Public Mobile but it appears the port did not go through. I suspect because I do not have access to my original phone Pixel 6 so I cannot reply to the port authorization  text. My new phone is an iPhone 17e  with esim only.After the fast switch I cannot access my Public Mobile account anymore.Can someone please help me resolve this issue. I have the Koodo reference number,  my new Koodo account number and my old Public Mobile account number if it helps.I cannot open a ticket with Public Mobile and I do not want to lose my current number.Please help!!

I had a question in regards to adding an Apple Watch plan to my account. With the new CRTC activation fee bans that recently came into effect, is Koodo still allowed to charge their $70 activation fee? I want to add my watch to my plan, but that fee is absolutely nuts. 

Ive tried multiple times to add the free perk to my plan with no luck, just an error message telling me to retry in an hour each time Ive tried.  I just switched from another provider and brought my own phone.

“Your plan is no longer eligible for unlimited international sms. If you change or remove your free or paid pers, you won’t be able to re-add Unlimited International SMS later”. What does all this mean? 

(Context):  --- Hello, I triggered a Public to Koodoo port via eSIM a week ago. After much back and forth with PM they’ve made my number open to port once again. They say the only way this transfer can be finalized is that if some Koodo agent will manually trigger migration.Some context from the Koodo chat:Currently abroad (No access to Fongo + any Canadian mobile number)  No access to PM account to trigger the activation myself (They said this is a server side issue they can’t really do much about — which I found to be a very odd reply but this whole situation is overall “wrong” and unexpected). I transferred to Koodo for their $30/50GB plan that was “specially” offered for people migrating to a postpaid plan to Koodo/Telus. Is there anyway I can get help with this and complete an agent approved migration. My PM number expires by the 19th of Aug so I would really appreciate help with this. 

I just signed up for a roaming package for europe for $50.   It is added on to my plan.  I just received a text from Koodo saying “You have purchased more data to be used until the end of your bill cycle, which ends ……….   .      Your data is no longer paused!    what’s going on?? 

Recently switched to Koodo ahead of a cross-country move, but I keep getting the dreaded error when I try to select my free perk.I’ve tried everything I’ve seen suggested — incognito mode, new browsers, clearing caches. Nothing works. I can’t even connect to the online assist page because it keeps crashing every time I click “connect to a rep.”I just want to select the Premium Voicemail option. Help?

Hello, I don’t know what to do, my home internet has not been working for a few days. The LAN connection is flashing. I have tried contact Koodo but I am out of the country and my family is without home internet for days now. Any advice? Thank you. 

I have an iphone 17 pro and have a koodo month to month plan. All in good standing.I pay for my mom’s phone too. She was complaining that she was missing a lot of calls.The same has been happening to me. When I get a stranger to call my phone it is blank air for like 30 seconds and then call fails.I have tried the following.check account is paid - it is reboot the phone turn off 5g turn off cellular, turn back on reset settingsIs there a webpage listing current koodo outages? This is enough to walk out the door to a competitor. 

When I got off my moms account and made my.own a very long time ago now the agent who helped me incorrectly spelled me name. My name is "Zoo" and the agent spelled it "zedoew" and I dont get why. It cant change it online and the agent who just helped me didn't understand. I upgraded my phone online and its coming in under the incorrect spelling of my name. What do I do?

Does anyone experience this?

Hello, I just triggered the Public to Koodoo port via eSIM. Whilst following the steps on checkout, I got sent an email to Complete my Registration. Then, I continued following the steps on checkout and on a page it displayed: “If you get an email about creating a Self Serve account, just ignore it.” I don’t know how this has impacted my registration but I can’t log into to Koodoo community using my email (the actual phone associated with the number, this is an alt). I really would like my Koodoo activation done ASAP due to some circumstances, would there be any way to verify my account with a Koodoo agent privately?? (I don’t see this option anywhere). 

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?

I’ve been subscribing to the Koodo Steam+ package for the past year, but I recently received an advertising email from Koodo that said the package also includes premium membership for CBC Gem. I had no idea this was part of the package. Does anyone know how I can access that?Thanks very much!

I ordered a phone which would be delivered to my house. When Purolator was doing delivery on Wednesday August 12, I wasn't home. A note was left on my door. The instruction says the package is ready for pick up on Thursday August 13 at a Shipping Agent which will hold the package for 5 business days. When I went there today, Saturday August 15, the lady there could not find my package.  The lady tried to track the package. She said it was picked up by Purolator earlier this morning.When I got home, I tracked the package on the email. The package was picked up by Purolator this morning from the shipping agent. At 10:45am this morning August 15, it was "Returned to sender. Shipment no longer available for pickup"It was frustrating as it was only 2 days after the phone was ready for pick up but it was no longer kept at the agent for me to pick up. (The note says it would be at the agent for 5 business days)Can someone from Koodo help me how I should proceed to get the package of the new p

I was checking online today to set up internet. But  I’m seeing one of the speed options are gone, and I don’t see the option for a discount if you have auto pay already setup for a phone line? Has that changed? 

I am in Canada- close to the US boarder. I am NOT in the US, Not today Aug 14 nor on Jul 30. Reverse these charges. Prevent this from happening.

Had another incorrect US roaming charge from July…..have not been to US in two years but live near the border in Niagara