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Managing your Services

The place to ask all of your Koodo related questions

4011 Topics

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Ryan1Beginner

asked in Other

ICI Tou.tv

can I get access to tout.tv if i have a wireless home phone no cell

235

6 hours ago

Iris HuangBeginner

asked in Billing & Payments

Please Resolve My Cancellation Issue and Waive Unjust Charges

I attempted to cancel my mobile service with your company in June while I was in Canada. I called your customer service 13 times, yet I was unable to complete the cancellation because I was repeatedly told I needed to be transferred to a "dedicated cancellation representative." Despite waiting on the line, I was never successfully connected. I even informed your agents that I was leaving the country in 20 minutes, but my request was ignored, leaving me no choice but to leave Canada without resolving the cancellation.After returning to my home country, I tried to cancel my service online but found that Koodo offers no email support or online process for cancellations. Out of options, I suspended my number using the "report lost/stolen" feature, thinking it would stop service and billing. However, Koodo continued to send me bills and is now threatening to send my account to a collection agency, which would damage my credit score.I have not used this service since June, yet I am being for

939

6 hours ago

Beata RBeginner

posted in Other

Review of a rep following the scheduled call

Hi, I had scheduled call back today at 6:30 PST to inquire about my bill. I would like to praise the rep, his name is Diego. He was very helpful and has resolved my issue 100%, and went extra mile to help me. He was friendly, polite and professional, has asked me at the end if there was anything else that I needed, which was very nice, considering the generous solution of my inquiry. I hope that the company has more reps like Diego, who upholds high standards of customer service and more importantly, is genuine and sincere.

6 hours ago

Penny PotterRockstar

asked in Plans & Add-ons

Promo Code

Had an email with a promo code for a S24FE for free with a $55 (reduced to $49 with auto pay) 60GB plan.I can’t discover whether this is available for existing customers. If I put the promo code in when I am logged in it comes up as invalid.And if I don’t sign in and try to go through the process as a new customer it is still invalid.Does anyone know who this offer is available for?Thanks

867

8 hours ago

BeaglemomBeginner

asked in Billing & Payments

Stream+ double charge?

I signed up for stream+ last month at an additional fee of $10 a month with the plan I selected. I was charged this $10 on my monthly statement. I have since noticed a charge of $17.25 to my credit card for koodo stream+. It looks like I was charged the $15 plus tax for stream+ in addition to the $10 on it on my statement. Has anyone had this happen?

204

9 hours ago

NichirenBeginner

asked in Billing & Payments

extra charges

I was charged $2.50 each for “TAXI CL” on my last bill. Can anybody tell me what those charges relate to? My plan has no charges for calls made or received. Thanks.

293

9 hours ago

Slawek Bielawa

asked in Plans & Add-ons

Will Koodo match another provider plan before i port out?

Hello, been a Koodo subscriber for a very long time, but the time has come to go where the best deals are. I'm looking to port out to another provider offering a $35 50GB CAN/US/MEX plan and wondering if Koodo would match before I port out in the next couple of days? I'm hoping someone from Retentions might be on here who can help. Thank you kindly.

262

9 hours ago

FireFaerie92Beginner

asked in Billing & Payments

how can I get help without my sim card?

I became a Koodo customer last weekend, my account was made last Sunday. I am currently waiting for my SIM Card for my new account, which Koodo Decided to send via Canada Post… who went on strike before my SIM Card got delivered. according to the agreement, I am paying for the service as soon as the SIM card is shipped. And they sent it by a widely known potential strike.. I am disappointed that I am now paying for a service I cannot even use, because CanPost went on strike. I can’t get a callback scheduled because the stupid automated thing wants my Koodo phone number; but I can’t take that call because I DONT HAVE THE SIM CARD. what do I do? What number can I call to try and get a new SIM sent to me?!

624

10 hours ago

jlhmcqBeginner

asked in Billing & Payments

3G Price Increase $3 charge

Why am I getting a $3 Koodo 3G Price Increase on my add-ons on my bill the past two months? I have not travelled.

366

10 hours ago

ROCKOFFBeginner

asked in Plans & Add-ons

cant pick a perk

Hello I’m unable to select a perk or see one on my new perk plan koodo offered me today. I would like the rollover data perk as it shows please

344

10 hours ago

maddog071795Beginner

asked in Other

How long to set up a new phone at a Koodo booth?

I want to go over to the Koodo booth and get a new phone because my two year payment plan is up, how long should the whole process take without trading in my current phone?

251

13 hours ago

yycaudreyBeginner

asked in Other

Assistance Needed with Authentication Code Access

I am experiencing an issue with my mobile phone, and I would appreciate your assistance.My phone is completely non-functional, and the power will not turn on. I recently purchased a new device and inserted my SIM card into it. However, I need an authentication code to complete the setup process, and I am unable to receive it because my original phone cannot be powered on.Could you please advise on how I can proceed in this situation? Is there an alternative way to receive the authentication code or verify my identity?Thank you for your time and support. I look forward to your guidance.

141

15 hours ago

JpxlandryBeginner

asked in Billing & Payments

tab balance

I wanted to pay off my Tab Balance. It's like if it is paid but it is not reflecting on my bank account. My phone bill otherwise reflects instantly. Any explanation?ThanksJessis

161

16 hours ago

TaeaConnector

asked in Billing & Payments

Charged $39 a month while on the $15/month seasonal hold.

I just checked my billing and it says I’ve been being charged $39/month while I was away. I put my phone onto a seasonal hold ($15/month) so I am not sure why I was charged this. how do I receive back pay? Keep in mind this was more than my plan even was to begin with.

385

16 hours ago

BrianS24Beginner

posted in Plans & Add-ons

Hey Koodo - help me understand why I am frustrated with the Auto initiated add-ons service -

how could a prepaid account, without auto update, take $35 to buy a 10GB data bundle without specific user approval? Now a school going child is without a phone plan because I trusted your "online account" to protect funds and not initiate add ons that are not specifically requested.

181

18 hours ago

mokoodo

asked in Plans & Add-ons

Calling US numbers doesn't work

I have the “Unlimited Long Distance Pack (27 countries)“ add-on as a perk, and yet, when I try to call US numbers the call never connects.I know those numbers are correct since texting does work.What gives?

9914

18 hours ago

dixiaoBeginner

asked in Other

Can not receive calls and text after transfering to Koodo

I transferred my number to Koodo yesterday, but I am still unable to receive text messages or phone calls. My friend attempted to call me but was directed to voice mail and is unable to leave a voice mail there. No text can be received while imessage can not activated. But, I can dial out.WiFi calling cannot be activated either.I restarted my phone several times, but it did not work. In this situation, I am even unable to receive a call back.

264

18 hours ago

Chelsey HeidmanBeginner

asked in Other

Koodo Internet - Altima?

Hey, is Koodo’s home internet still provided by Altima? I had signed up last year, but Altima was terrible - the connection wouldn’t allow me to connect to my company VPN and their customer service was awful. I had to switch back to my previous provider.I don’t see Altima mentioned in the more recent marketing though, so I’m wondering if they’re no longer the internet provider. If not, I’d like to consider bundling again.Thanks!

sonnguyenBeginner

i bought an esim with 30cad plan, but i accidentally deleted the esim before OTP verfication. Im now neither log in the account nor using the esim. Please help to guide me make repleacement old esim with the new esim

161

1 day ago

notalibtardBeginner

asked in Prepaid

Paying the difference

Hello I would like to know if I could switch to another plan by just paying the difference as i did add a fund to my account but I did not know that it would reactivate it immediately on my current ones when I was just wanting to switch. Is it possible to this by having a customer rep calling you??

NomiRockstar

Just found out I need an eSIM QR code for my new phone. Is there some way I can get it online?

495

1 day ago

SteveEBeginner

asked in Plans & Add-ons

Cant call LD

Im trying to call a Mexico number and it says my phone cant call and to call Koodo...well calling Koodo is impossible...why cant i just dial a number i want and pay LD for that outgoing call?

264

1 day ago

KSJSBeginner

asked in Billing & Payments

US Roaming Charge when not over border

Hi, In October I was in Southern Alberta close to the US border but not over the border yet, I looked at my phone at one point and noticed a roaming R. I turned airplane mode on immediately and kept it on while close to the border and while I was actually over the border. I got a charge for $10.00 for 1.51mb data usage on the October bill, can it be reversed? Thank you

111

1 day ago

LilMaloneBoneBeginner

asked in Billing & Payments

how do i go about reconnecting my phone after its been canceled and i have paid off my bill

I need to reconnect my phone using the same number I got from the service but I can't call customer service for help because they fully canceled can someone please help me 😟😟 and I ABSOLUTELY NEED to have the same phone number because like everything that has extra security is using my disconnected number

282

1 day ago

TaeaConnector

asked in Billing & Payments

Cant resume same plan after travelling

I put my phone on the ”vacation mode” for the previous two months while I was away, however now that I am back it is not letting me resume my previous plan. My previous mobile plan was $30/month and now they are only offering me plans for +$60/month with less data and less benefits than I had before. I cannot call to speak to a representative because my phone is still “inactive”. Help!! Would love the opportunity to speak to a rep, I am just unsure how to do that without activating it on a plan I don’t want :(

323

1 day ago

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