Managing your Services

I am writing to formally lodge a complaint regarding the failure to provide internet services at my new address, as well as the significant loss of time and wages I have incurred due to Koodo’s mismanagement.Chronology of Events: April 29: Service was scheduled to begin. Upon installation, the router showed a strong signal but no internet connectivity. April 30 – May 1: I spent several hours troubleshooting via online bots and phone support. A technician eventually confirmed the issue required an on-site inspection and promised a callback within two hours. That callback never occurred. May 2 – May 4: A voicemail was left on Saturday scheduling a visit for Tuesday, May 5. I attempted to call back immediately to reschedule as I was unavailable, but I could not reach anyone until Monday. Despite being promised another callback to resolve the scheduling conflict,

I took koodo connection on Apr 29 and left koodo on May 5. My E-bill is generated on 10th May and shows full amount including activation fee and monthly charge. I cancelled my service within the 15-day CRTC trial period. I am requesting that the activation fee be waived and my service charges be prorated to reflect only for the days of usage, as per the Wireless CodeDigital assistant keeps asking phone number and said number is not matching..It never transferred me to a rep. I need a callback to discuss this.

I just bought a week long orange travel esim. Primary was completed turned off and so was cellular data switching and we were charged everyday on our May bill. I tried Koodo assist and can’t get connected. Help! Thanks! 

My latest bill shows a new number that I never requested or added. There is a new setup fee and other charges against number and the total amount for that number is 165.69. Who added this? Looks like a koodo or someone one working for them has started a fraudulent scheme to take money. I have been trying to talk to a real rep for one day but this digital assist is pretty useless. I should have never moved to koodo. Someone should fix this immediately. 

I live close to the US border and have acquired accidental roaming charges on both my phone lines, im looking to get these reversed please! Thank you 

I have spent about 30 minutes trying to get through to a human being to discuss a $16 roaming fee for 1 minute when I never left the country. I tried Koodo Assist and could not get a rep. I tried the calling 1-866-995-6636 but it sends you a text to connect with Koodo Assist. I’m already signed into my account and it wants me to sign in again and when I try it says my email or password are incorrect. Then I try using this community and get a survey box that pops up before I finish my question. When I complete the survey, my question is deleted.I think I will switch to Bell because my husband who was with me when I was charged didn’t receive a roaming charge or message saying he left the country.Hopefully a human being from Koodo will contact me before I give up with Koodo 

I was a pre-paid customer and switched to post-paid this morning. My SIM card doesnt work and my phone has been disconnected all day. I turned it off, took the Sim card out, restarted the phone multiple times today. I wasnt told I'd need a new SIM card but since it hasnt been working all day, do I need to get one? I can't receive any texts or calls.

Should I delete Koodo temporary eSIM after number port has been succeessful  

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.

Hi, I’m currently travelling in Australia and have noticed $144 in Easy Roam charges on my account. I had data roaming turned off and did not intentionally use roaming services.I believe the charges may have been triggered unintentionally through background network activity or automatic carrier connection. I was actively trying to avoid roaming usage.As I’m currently overseas, I’m unable to receive a callback without risking additional roaming charges, so online support is my only option at the moment.Would it be possible for someone to review these charges and advise whether a goodwill credit or partial waiver may be available? I’d really appreciate any help. Thank you.

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.

The reasons to activate a prepaid phone account from outside Canada are: To give to someone who will be in Canada sometime in the future, or if an inconvenient need arises to switch providers. A prepaid account is more economical and the preferred choice for light users like me. This Community has already identified the requirements of a Canadian address and Canadian means of payment. I found that activating a new prepaid account from St Lucia was not difficult and expect that postpaid would be equally simple. The hurdle was registering the new account on Koodo Self Serve. For my purposes I needed to access Self Serve to port in my existing number. A verification code must be received by text to the selected new/temporary activation number to register Self Serve. Postpaid accounts are capable of international roaming so I could have received the verification code free. Prepaid has no international roaming so the verification code would mean a workaround like sim swapping with a frie

I tried to do a seasonal hold since i’m not in canada for a while. But when i clicked it, it just showed a page that keeps loading and I can’t proceed to the next step. Please Help!

Hoping to get support/answer from Koodo on here. Hello, I am a newcomer in Canada and just recently (April 30) opened a BYOD line with Koodo. They will be charging me a 40$ activation fee on my upcoming (first) bill. However, I received an offer today from Rogers that if I transfer my line to them, they will be waiving the activation fee- essentially 0$. I have been trying to call the Koodo customer service line to request termination but to no avail. Nobody answers.  Any Idea how I can initiate plan termination/transfer over to Rogers?  Thank you. Hope to hear insights.

How do I get these fraudulent charges removed?

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 signed up for internet because someone came to my door and promised me 500 Mbps for the same price. Later, I received the paperwork, and surprise, surprise — it showed only 100 Mbps. What a beautiful beginning.Today, I called because my internet keeps dropping and reconnecting, especially when I go upstairs or to the basement. The lady on the phone very kindly told me she could not help and simply suggested that I should buy Wi-Fi extenders for the basement and upstairs. I was expecting someone to come and check the connection, inspect the modem, or replace any faulty equipment. She told me that another lady would call me back to discuss the matter. Of course, nobody called. No surprise there.But THE REAL CIRCUS STARTED ABOUT AN HOUR AGO. While I was busy doing my work, I received an email saying that “upon my request,” my internet service had been cancelled effective today.Upon my requ

A few months ago Koodo added 5 bucks to my 3 phones.Now they changed one of my plans and added another 6 bucks without asking.I cannot change the plan for another month as they just did and theres a wait period to do it again. Thats not right.

I have just changed my current Koodo plan to a different one and also changed perk from premium voicemail to 3-day roam INTL. I can see the plan has been changed but my perk stays as premium voicemail. There was never message suggesting whether the perk change has been successful or not. I do have the necessary add-onsPay-Per-Use Intl Long Distance International Data Roaming International Voice Roamingrequired to get the 3-day roam INTL perk.In the past i have also tried to change my perk of premium voice mail to something like unlimited long distance pack with no luck. I have never been able to change my perk. This time with a plan change plus perk change at the same time I was hoping the perk change would go through but nope.I’m flying out in a few days and need the 3-day roam INTL. Would appreciate help sooner the best.Thanks in advance.

My contract has been cancelled. I tried to contact the team, and they requested some documents, which I shared immediately. After that, the service was stopped, and they didn't respond to my messages or emails. I am really disappointed with Koodo's service.

Hello,I opened the app and manually paid my bill today. However, when I checked my bank account later, I noticed that the bill amount had already been automatically withdrawn from my account.So it seems that I paid the same bill twice today. Could you please check this and let me know how the extra payment will be handled?Thank you.

I am writing to express my concern regarding an unauthorized rate increase on two of my mobile lines. Despite reviewing my records, I have received no prior notification of these changes, aside from standard electronic billing statements.Furthermore, while I currently maintain four lines and was recently offered a promotional rate of $30 per month for additional lines, the monthly charges for my existing service have increased instead. I would appreciate a detailed explanation for these adjustments and a correction of my billing to reflect the agreed-upon terms.

I received koodo internet in the mail today after it came late because they didn’t include my unit number and I don’t have a coax cable to set up my home wifi as it’s a brand new apartment building. Ive been trying to get into contact with someone from koodo to help me set up my wifi as i’ve already been here a week without it and i’ve gotten barely any help. Someone from koodo said I have to wait another day to receive a callback to confirm a technician to come in but i’m disappointed with this service, after waiting this long to set up my wifi and for them to not send me correct equipment compatible with my new apartment is frustrating. Now to wait another day and have someone come in and set it up for me is not what I call easy set up. 

I have tried getting through using Koodo assist, but their callback never goes through despite the number not being blocked.I cannot just transfer the number because other carriers say that my number is not transferrable so I cannot have them port the number over and cancel for me.I have tried other Koodo assist options who got me to a rep...who said sorry you’re frustrated…. then transferred me to another callback service!!!!!I have tried messaging on fb and they do not reply.I have tried calling and the robo answerer just puts the phone down after saying they only do callbacks now.I NEED TO CANCEL MY PLAN. This is infuriating.

Koodo is the worst network I have ever use. I called to be connected to a technical assistant