Managing your Services
The place to ask all of your Koodo related questions
I signed up for the $45/50GB plan on Black Friday, and I also have another credit which is $5 for 15 month.The credit should be $20+tax and $5+tax.What I get now is:Also, the reason is “Loyalty Credit”, which i have no idea what it is. Shouldn’t it be “Mthly credit” ?
Hello Koodo, I have two accounts to message on behalf of please pm me. We cannot sign in with self serve it gives an error but it is for my mom and me. Edit: to be clear we can use self serve. But I cannot use the self serve community forum sign-in option. It gives an error even when I'm already logged into self serve in another tab. Anyway keep reading :) On my account the credit is only 19.65 not 20 per month, please correct. However it was applied to the first bill. However on my mom's account the credit did not apply to her first bill so she had to overpay by $20. Additionally, her credits moving forward are only set at 19.65 too. The order confirmation email shows we should get $22.40 off a month in Manitoba and neither of us are getting that much. Please pm me so I can provide both account numbers. My account needs the credit amount raised and my mom's needs an additional month of credits for this last bill and the amount raised. Additionally I referred my mom but t
Hello there,I transferred to Koodo from fido for a Black Friday deal. The original plan was $55/month for 20gb of data. The Black Friday deal was $35/month. However, I receive my bill today, I don't see anything for the $20 difference in the plan. I only see $17.7, And I was still charged as $55/month before the sustainability credit in my first bill from Nov-22 to Dec-1. My plan details and account still show original price, no mention of a discounted plan. Can you help me to check it?or let me know how to contact the customer service ?Thank you
Hello,I signed up for the $30/20 GB plan a week ago and noticed that going forward, I’ll be receiving a credit of $20 off the original amount of $55. How can I make this monthly credit $25, so that I’m not being charged $35 per month going forward? Thank you for your help.
Helloi have suspended / canclled my services since October 2023. I no longer use my Koodo phone number. still I got the bill for November. I want to connect to customer support but can’t connect via USA phone number. Instead of cancelling my account I got an email from Koodo community that my account is activated!!!!! Cannot handle this in professionalism. I want to stop all the services and cancle my account asap. Need to get rid of November bill.
Hello Koodo Coommunity,We originally had a pleasant experience at the Koodo/TELUS store at Coquitlam Centre. However, we quickly realized after we got home that the rep entered the incorrect address for our new account.Things we have tried;We have tried to modify it on Koodo Self-Serve → Correct address just won’t save! 😭 We have tried the Koodo bot to schedule a callback → No one called us at the scheduled time. We lined up at another Koodo store at Guildford Center for an hour → Rep says they cannot see the option to modify the address. We have went back to the bot to try to schedule another callback → it is not even an option anymore. Where is the Customer Support team with Koodo? Please help… 😭🙏
Yesterday the loyalty department switched me to the $45/50gb Black Friday promo plan and added the monthly discount. Unfortunately, it looks like they applied it incorrectly ($20 after tax). It shows as follows: The discount takes the plan from $65 to $45, before tax. That means the credit should actually be $20 + $2.60 (Ontario HST) = $22.60, like shown in the screenshot below from my father’s account who has the same plan. I tried to explain this to the agent who said his hands were tied because HIS support team was telling him the discount on my account was applied correctly. Clearly this is not the case. What is my next step to get this corrected? It seems pretty straight forward to me: have a manager remove the discount the agent applied yesterday and apply it correctly with taxes. Thanks
I activated my Bring Your Own Device plan which is supposed to be $65 minus ~22.86 (from website on Black Friday). I remember it was 22 something to make it an even $45. My credit is only showing as -17.86. Also it doesn’t appear that the credit is the full amount that it should be. Can someone please help me fix this?
Is anyone else getting a "This service is unavailable right now" message in the usage section of their accounts? I've cleared cache, switched to Incognito mode, tried various browsers and it's always the same message. This has been going on for about 2-3 days now. I'm completely at a loss.
I traveled to the USA alot this year, and I always turn off data roaming and never answer inbound calls or send texts. I do have Easy Roaming enabled but I’ve never had any charges on my bill until now.I don’t know how, but Koodo billed me for roaming for 1 day in the middle of my recent USA trip. I didn’t use my phone and I didn’t even leave town. I don’t get it. Then the following week I traveled to EDMONTON and got charged again for only 1 day of USA roaming? Something is seriously wrong Koodo - I was nowhere near the US border!@Allan M @Lavinia Koodo I noticed you’ve been able to help others with this, if you could help me out here I would appreciate it. ThanksIt would appear this problem is affecting many customers, not just me! Lots of posts in your forumAnd then to make matters worse, Koodo has ZERO customer support! I can’t believe you seriously canceled your call center phone. The chat bot is utterly useless and I can’t even schedule a callback due to likely overwhelmi
I have received my bill for this billing cycle and have not recieved the $20 discount from Black Friday off the $65 plan. I have read in other posts that perhaps I will not recieve the credit until next month. I would like confirmation that this will be the case as in my account history there is no indication of any credits being given. Is there a Koodo rep. that can confirm next month my credits will start to apply?
Hi, I’m not sure where to make a complaint about this, so figure this is the best place. Seems like this is a relatively common problem looking at other posts, and multiple in the last several days. I just had a terrible experience with Koodo support. Absolutely ridiculous, on something that has never been an issue before in 5ish years of being with Koodo.So I noticed a $10 roaming charge on my bill for the month. As anyone who lives on or has spent time on Vancouver Island knows, phones try to connect to the USA towers. Never has been an issue for me as I’ve always kept my roaming data turned off, and provider set to Koodo. I’ve had the phone for years, traveled to other countries with it, never had a problem. Anyways, double checked my bill and yup - charge was for 2kb of data on the day I was hiking in the Sooke Hills. Okay, obvious error, can call to get it reversed.Nope. Rep refuses to listen. Insists charges are valid, even though they make no sense. 2kb, roaming turned off, lot
Listen, i understand that alot of problems can be solved using this community or talking to their robot, but what about when you need to talk to someone immediately. I wish koodo would hire more staff to answer phones.$500 bill with no options for a payment plan and cant talk to anyone until after the due date. Background: car stolen, phone stolen, got a new device and no mercy from koodo for a payment plan.All i wanted was another month to pay.They will be getting an earful from me in the future and im now saving to pay my phone and leave koodo.
I just received my bill today, and am confused by the prices. I understand the partial cost for the first part of the bill, but for the next full month I’m being charged a full $55 each line when I signed up for the Black Friday deal $30 for 20GB for 2 years as a new customer, but there are no discounts for the new month. I double checked and saw that the full charge is under the new phone numbers - am wondering if this error occurred because I successfully ported the previous numbers for both lines. Would like this error fixed asap. I also see a lot of similar “questions” like this on the community forum, but none with my specific deal and ported number situation, so I thought to post and ask what’s going on with all our bill discrepancies @Koodo Community Team
I bought a new phone and plan online. I see that I am being billed for the plan but I don’t have the phone yet. UPS delivered it to a store where I need to pick it up but the store isn’t open despite being located inside a mall. Is it normal to be billed before the phone is received?
Hello, I signed up two phones during Black Friday and got the first bill today. The first phone did not get any of the bill credits while the other one did. The bill credits do not show up for Phone 1 under Account History.Phone 1: $55/20GB - $20 credit = $35/mo Phone 2: $60/25GB - $20 credit - $5 new line = $35/mo Thanks!
Hello, I recently switched back to Koodo to take advantage of the $65/month for 50GB plan with a $20/month bill credit being offered for the Black Friday promo. The $20 bill credit is not appearing on my service agreement nor my first bill (the total it says I owe is $71.56, but according to my order confirmation online, the total due monthly should be $47.25). I see others have had this issue and I’m having trouble getting in touch with a rep. Any idea when the credit gets applied or how I get the bill amount adjusted?
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