Managing your Services

My Husband was on my Koodo Account. We went to pay off his tab and for some reason it is not charging us cancellation and debt cancellation resulting in a $900 dollar charge. All we were trying to do was pay off his phone. Now it has cancelled the phone plan completely and is now charging us the tab debt and the bonus tab debt. I am not paying that. What do I do? 

I tried to use Koodo assist and schedule a call-back but when it asks for my phone number I put it in there and It says that it doesn’t match my account. Is there any other way?

 Hi there! I connected your Koodo Rep yesterday and one nice guy whose name is Antonio said he could offer me a one-time courtesy credit of $25 to my account . I told him that I want to have a discussion with your callback service because one guy whom I talked to on the phone said he had already erased the extra charge… but later on I still found it’s there and never gone.  And now I decide to accept his offer. Hopefully it’s still available! Because I’m fairly new to Canada and I didn’t pay attention to my balance of the debit card which I set up for the automatic payment failed. Unfortunately the bank withdrew certain amount from my account and the bill was failed to pay fully.I didn’t know that I was charged for NSF fee for $50 until I received the message from your company. I hope that you could try to help me to avoid the charge and help me to get the amount refunded or please just keep the promise to give me the one-time courtesy credit of $25 to my account. Thank you f

Are there some prepaid SIM cards on the market which can’t be topped up? As in one time use disposable?I could add the SIM card number on this chat but not sure if I should.We are using SIM cards in security cameras during the maple syrup production. Generally lasts 6 weeks out of a year. I was able to add $15 prepaid onto the card yesterday and saw the charge on my account. But I get an error message “SIM not provisioned for voice” Does it require re-activation if it’s been neglected and not used for well over 90 days? Anybody have some suggestions? Not end of the world if I have to consider the $15 top up plus tax gone down the drain. But I still need a solution to make the camera work.

i been trying to cancel my internet service but unable to get through online or over the phone. keep going to hold music and no one answering the call. waiting on call for last 2 hrs.. callback option also going to hold without anyone answering… 

Hi, Does anyone know the fraud team customer service email? I am a fraud victim and would like to contact them. Thanks in advance

I want to cancel the KOODO  home internet. I tried to call them several times, nobody answered the call. And I spent more than 30 minutes on hold every time I called. I also tried “schedule a callback” , then an agent transferred me to the cancellation department, still didn’t get someone answered the call. Horrible experience! 

Hi Koodo team,I checked my bill to pay for last month, but it said I changed my plan. I did NOT change my plan and instead of paying the regular 43$ as I have been for the past few years, I now have 50$ to pay for the exact same plan! I did not authorize those changes and I would like some answers before I pay for last month's bill.Thank you,Justine

I cancelled our Koodo accounts last month to join another provider but want to come back because you have better service to meet our needs.  Would you honor our previous plans?

I signed up for a new account and plan today, all from home, was able to download the esim and everything. However, when the cell network did not start working after a while, and after restarting my device, I started to poke around. I accidently deleted all of my esims before realizing that I wouldn’t be able to use the same esim QR code as I originally used to get started. Please help me to complete an esim swap, or get a replacement esim. I am not living close to a koodo store so a physical sim won’t be an option for me at this time. Thank you

Hello. I recently got a new phone and a new plan. I was told I’d get $10 off my monthly bill if I signed up for pre-authorized payments throughfrom bank account. I did that. My next bill DOES NOT include the $10 discount. How do I get this discount? Thank you.

I have cancelled my Koodo account and I have an overdue bill that I need to make an arrangement for. I have been trying to figure out how to speak with someone but I can't find any way to contact Koodo. I have tried the virtual assistant, and no matter what I try it won't connect me to a rep and I can't schedule a call. I am running out of time to sort this out and I don't know what else to do. 

I recently ordered Internet service at a rate of $40 for 12 months.The internet service has not started yet.The next day I got an email offer for $40 for 24 months.  Is there any way to have this rate apply to my new internet service for 24 months instead of the 12 I initially signed up for?

I am hoping someone can explain to me what exactly my tab bonus is? I am hoping to upgrade my phone and i assumed my tablet bonus is money I can use to pay out my tab, which is well below that negative balance it shows. But when I go online to upgrade it says ill need to pay the tab bonus + the tab balance.Im sure its just me that's not understanding, can anyone enlighten me?! 

How does one get ahold of someone to cancel something they don't want? 

Hi there,  On Jan 23 & 24th my phone connected to a US network while I was traveling - but I never left Canada.Also for Feb 10th I was never in the states - got dinged for roaming close to the border too.  Can you make the correction so I don’t get roaming charges? Thanks!  PS I changed my settings to stop connecting to US networks. 

I'm forced to come here since the several requests for a manager to call me have gone un answered. I have had nothing but issues from day 1 and its not even been a month. First, Roger's not activating my service on the activation date. Then it taking 5 days.... yes 5 days to have a technician come out to actually get it working not to mention all the calls in between, waiting on hold for hours being told a manager would call me and not, being told I had a scheduled tech arrival time and them not show up 4 times.... I could continue and thats just my initial set up. Now here I am 10 days after getting it FIANNLY hooked up and its down and I'm told it will take AT LEAST 24 hours to run a modem check THEN maybe send a tech if needed?! So another 24 hours. I rely on my internet for my job. Is koodo going to explain this to my boss? Are you going to credit me for the service I have not received? Who's going to compensate me for the HOURS I spent on hold? I sho

I spoke with Katia, who goes by Melanie/Melody?, about switching my internet over to Koodo from Cogeco and I’ve never had a rep go above and beyond like she did.I told Katia what service I currently have from the competitor, what I am looking for, and that I wanted to bundle it with my cell phone bill for the discount. She was able to get me exactly what I ranted and answered every single one of my questions. She was polite and pleasant throughout the conversation and took the time to explain every detail to me. She checked if there were other faster plans that would work better for me, helped me sort out an issue with my partner’s mobile account, and made sure she’d addressed everything I’d called to get support with. She offered to call me back the next day to follow up on whether I choose to switch to Koodo after I speak with my current provider, and it was the same exceptional service again the next day. I cannot praise her enough, if anyone deserves a raise or promotion

Hi,My phone bill is issued incorrectly, I paid January's Bill a few days late (in 2th March) for 49.65 $, but now I got the sum of both bills for January & February for 99.34 $ 😐 !!!What’s the problem ?

i switched from rogers to koodo about 3 years ago after I moved to a fairly remote location on the bruce penninsula. The rogers service was untenable on my iphone and my wife had better (though still real spotty )  results on koodo with her android phone. Unfortunately in the first few months it was apparent my new koodo service was rife with lost calls no signal ect . As a result I was forced to purchase and install a cell repeater and mini tower at my expence to get reliable reception. Around the same time I noted koodo charged the monthly bill to my credit card . I contacted them and let them know the card info was given to be used  as a deposit only and I never agreed to it being used for the monthly charges. Around the same timeline I stopped getting bills from koodo but continued paying the monthly fee. around 6 mos ago I noted a rapid uptick in telemarketing as well as scam calls..i ve had the same number for at least 15 years and never had this problem. Getting totally fed u

Hello,We are currently traveling outside of Canada. My spouse purchased a package with an eSIM, but we noticed in the Koodo details section that data is still being used. There don't seem to be any charges in the cost section, but it seems strange to us to see data being used at no cost while we are outside the country. Can we find out if there are any roaming charges? Will we only find out when we receive our next bill? If I quickly estimate, we would have $3,000 in roaming charges... 

Good day I would like to connect with Koodo to reconnect my phone. I am not able to do that online as I cannot login my details. I am out of the country is there a way I can get my phone reconnected?

Hello. i switched to Telus and am on the Global plan but have been charged by Koodo for using my phone in the US. I disagree with the $32 charge as I am on a Telus plan now. Why am I still getting billed from Koodo? 

I recently received my bill for $489, which includes significant charges for international calls. Two months ago, I changed my plan at the CODU office based on the information provided by your staff, who told me that this plan included international calls. I was not made aware of any limits or additional charges, and I was not clearly informed about how these calls would be billed.Due to this lack of communication and the insufficient explanation regarding my plan, I have lost confidence in your service and have decided to terminate my contract with. I request a full review of these charges and a correction of any errors

Get modem and router after waiting 2 days and a week after pre-paying. No internet and they still haven't replied about a technician. How do I cancel and get my money back?