Managing your Services

Last month, I visited the Koodoo/Telus Store to transfer my eSIM to my new iPhone. Unfortunately, after the transfer, the settings must have reverted to the default settings, or I lost access to the two optional add-on settings I had chosen. I left the country at the beginning of March without knowing this and have been charged roaming fees for every day since, even though I haven’t used the phone. The phone was stored in a drawer because it’s not needed until I return. Initially, my prepaid plan options were set to receive texts without incurring roaming fees, but I was instructed not to send or answer calls while I was out of the country. I only discovered the charges today when I received my Koodo bill via email.I kindly request consideration to remove or reduce the excessive roaming charges from my account.

I would like the charge refunded.

I'm deeply fed up with koodo. Months now I've been trying to cancel my stream + service that I have that for some reason is not linked to my account. Every time I somehow manage to talk to a call centre representative, they can't help me so they schedule a call back by someone superior to them and I don't get a call back or they send me a form to fill out which won't work because it's for Telus users. Please help me. 

I am trying to book a callback. I can't seem to access that through koodo assist any longer. What has gone wrong? I have been a koodo cutomer for more than ten years. I was okay when I had to start booking callbacks instead of calling in myself, but why is koodo making it harder to book a callback. Maybe I need to take my business elsewhere, to a company that provides better customer service?

can't receive calls after number transfer. i can call.texts are working sending, receiving.if i call my number from other phone, there is no signal.

I’ve tried to call and the call just keep disconnecting or super long hold. I just want to cancel the internet.

I need  to setup my new modem and wireless router 

Hello,I have been experiencing issues reaching out to Koodo customer service to cancel my home internet subscription. I have reached out multiple times for an extended period of time for them to not answer my call. I would appreciate it if someone can reach out to me so that I can cancel my subscription immediately. Also I have 2 questions: Will I be refunded for the remaining days left on my billing cycle?  How do I return the hardware equipment provided by you? Thanks for your help

Hello, I’ve been trying to find your customer service number, but no matter how much I search, I can’t seem to locate it. Honestly, it’s frustrating not being able to reach anyone directly. I’d like to clarify my bill, but I can’t find the customer service number. I understand this might be because I’ve already switched to another carrier, but it’s still very inconvenient. Looking at my last bill, I was charged $50.40, and $23.71 was withdrawn from my card through pre-authorization. Could you please explain how this amount was calculated? Previously, when I spoke with a chat agent, I was told that I would receive a $36 credit, so I expected to be charged around $14.

My needs have changed, and as my yearly balance is due for next year I noticed that if you’re not a koodo customer, you have access to a couple 360d prepaid plans, both of which are SUBSTANTIALLY cheaper than for existing customers of a 360d prepaid plan. In fact, if you’re an existing prepaid customer, and logged in, there are NO 360 prepaid plans available any longer, and the cheapest 30d option is twice the cost of a 360d plan.Way to reward existing customers for loyalty!

Bonjour,Ma connexion internet résidentiel ne fonctionne pas depuis plus de 4 mois.J'ai déjà pris les RDV téléphonique sans succès. Je ne sais pas où me diriger afin que mon problème soit résolu rapidement.

Just changed to $45 for 75 GB of data a month on March 26, 2026 and unable to select the 10 additional GB of data per month as my perk. Need help from Koodo to correct this please. 

I’ve been attempting to add a tablet to my account for the last day and a half, and so far have scheduled two call backs, both of which I did not receive a call for. And now that I’m attemtping to close my account, Koodo Assist keeps running me in circles saying everyone is busy. I used to love Koodo, but wow this has really peeved me. Anyone have any advice for actually getting through to someone?

Hi, I need help with a billing issue. I originally took a plan that was around $38.42/month including tax, and I’ve been paying that for months.Recently my bill increased to $44.07 and now $51.98, and my account is showing the plan as $46.00, before tax.I did not request any plan change, and I didn’t get any clear notification about this increase.Can anyone please explain this?

I was at Staples today and I let the agent talk me into canceling and going with Virgin for my phone and Bell internet.  But my internet is bundled with Telus and now I've canceled one but Bell isn't active yet and it's a mess. If I haven't activated my Bell account yet can I cancel the contract and come back to Koodo?

Hello, After being a long time loyal customer with Rogers and asking them to review our unbelievably high bills they declined; after 2 decades of service and they never once offered a better deal.I would like in my Koodo account an offer to switch my home internet from Robbers to Koodo and cancel ROBBERS in it’s entirety ( land line / Internet / Television. )Please add to my official Koodo account a reasonable offer to do so, my current cellular plan is with Koodo.I would like a quote for unlimited internet 500 as well as a separate quote for 1Gps unlimited internet. CONSIDERING I ALREADY HAVE A CELLULAR PLAN WITH YOU.Also Is any installation needed? I.e. co-ax going into the house etc? Do i place said order and the modem/router is simply sent to me? Any wiring needed? I would like to have my Internet up and running before I finalize closure with Rogers, so I do not miss out on any essential bil

Hi,Im not able to select my free perk from self serve portal. When I do select unlimited long distance perk. It shows "It looks like you can't choose a perk right now! Try again in an hour!" I have already cleared the cache and its not working!

I applied for an esim plan on March 17th, thinking itd be quick immediately it sent me an email that said "Thanks for choosing Koodo.We're working on your order right now. After it's confirmed, we'll email you your Customer Service Agreement.We'll reach out if we need any extra info from you."  I haven't gotten a single email about this since, they did put like 15 bucks on hold in my bank account right away and it just released last night. I'm really frustrated 

What is koodo number. I don't like talking to AI

Yo Koodo Reps The Amount of times.ive tried calling For all you to hangs up on me , disrespect right theirYour over pathetic over payment are also just way out there .How many ppl have purchased data 1gb 27$  ???? Restarted phone to activate Phone started ...... Data 100% used up......... WTF ......…try it again.........…Restarted phone.........…100% done are you Freakin Kidding me..… Now I am not paying attention 534$ bill for data I never got to use koodo ppl I would appreciate for all all to out my alotted crap data back on now cuz I ain't gonna sit here no more trying to talk to ppl that just dont exist.…Id also appreciate that 534 $$ bill Retarded back to like 120$ cuz like insane above thats a scam. Fool me 5 times times like WTF again FIX THIS SH♤T.....anywaysi 

I was charged about $40 for roaming while travelling, and I never actually used the phone -- didn’t realized roaming was enabled, and powered it on but quickly turned it off when I realized. Just looked over the bill and saw how high it was.

Took all afternoon get through to AI Koodo Assist to get to a rep. It seems their algorithm was done by a 3rd grader. It needs an upgrade. Cutting corners on Customer Service will cost this company a lot. I tend to move on and I was  with them for over a decade. 🤗. Then they will call and ask us to comeback… ah, NO. 

I’m beyond frustrated at this point and honestly shocked at how difficult it is to complete something as basic as cancelling a home internet subscription.I have been trying for quite some time now to cancel my service, and the experience has been nothing short of exhausting. Every time I call, I’m stuck in an endless cycle of waiting on hold with no resolution. Thinking a callback would solve this? Not at all. I request a callback, receive it… only to be immediately placed back into the same hold queue again. It’s literally a loop with no exit.This feels less like a customer support issue and more like a deliberate barrier to prevent cancellations. There is no reason a paying customer should have to invest this much time and effort just to stop a service.At this point, I expect: A direct and immediate way to cancel without being forced into long hold times A callback system that actually connects to an agent, not back into anothe

Hi, I am new to koodo, And I just got my first bill. I have been charged $9 as data charges. I have 20gb data on my plan. Its says your bill cycle starts from 22nd march so whatever data you used between 16th march(activation date) till 21st march. You have been charged for the data. What does that mean, I subscribed to the plan and I cant use data until my bill cycle starts. I need help with this please.

I recently switched to a different cell phone carrier and I got my last bill from koodo and I’d like to dispute my bill. I’ve tried to use the ai assistant to get a call back from someone but since my number is now with a different carrier the ai bot wont let me sign in as it says my phone number isn’t associated with a koodo account. I can log into my self serve but I can’t get ai to sign me in the chat to get to speak to a real person. What’s the solution?