Managing your Services

Hey, I need an account issue resolved immediately. Your website will not allow me to log in with the password I provided. When I try and reset my password, errors occur no matter the password I try to replace it with. I can't use your Koodo Assist because I can't sign in in the first place. This experience has been beyond frustrating and I am now actively encouraging anyone that is signing up for phone plans around me from signing with Koodo. 

I signed up for easy roam pass in UK but it is not showing on my account After I signed upKoodo said I was good to go.  I've landed and have no service. I received a text message saying I've added more data and my data was no longer paused. Don't know what that means.

Hoping a moderator can help, as the phone line only serves existing/verified customers and I can't get this looked at.A Koodo rep called and mailed my family SIM cards, and told me no service or charges would apply unless the SIMs were personally activated. My family never activated them and never used any Koodo service.  Yet an account was opened in my name, $544 was charged, and it's now on my Equifax report as "bad debt; placed for collection."I don’t acknowledge this debt and need Koodo to delete the related entry from my Equifax credit files.I've already sent a written dispute to customer service. Could a moderator look into this or point me to the right channel? I can share the account details privately. Thank you.

Can you suggest some advice for me?This afternoon I never got the 100% data used text, but landed on my account and stumbled upon a fee for 78$ (looking at data usage that was a period of 20 minutes!) and see that my data had been used. To be clear, I knew I was getting close to my limit (my home internet wasn’t working, but I checked at 10:20 and it said I had less than 29GB used but that must have not been quite right because I started getting charged at 10:31.) I had been poking around trying to figure out how to TOP-UP my data. Nothing was working.I am worried or wondering it I may have clicked on something I shouldn’t have without noticing… I went onto a short work teams call, and then went back to trying to sort out the top up and stumbled upon the fact I had 78$ of charges! I’m really hoping someone can help me sort that out -- I have never gone over and am always vigilent and maybe made an error this time and hope there is something that can be done. 

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.

Been trying to contact the internet support whole day but was send all around with no solution. I need to WFH tonight i need my internet working tonight> Please help!!!!

I have received 5 bills since the start of the year demanding payment but I don’t have an active koodo account.  This is killing my credit rating.  I can’t log in to my old account nor can I receive verification codes.  The only thing I have is an account number.I am also not getting callbacks from Koodo

Dear Customer Support Team,I am writing to report an urgent issue regarding my recent number transfer from Rogers to Koodo Mobile.I purchased and fully paid for a yearly plan in advance and opted for an eSIM. However, while attempting to activate the eSIM, I am receiving an error stating that the QR code has expired. Unfortunately, I am unable to generate a new QR code.This situation has left me completely disconnected:My previous network is no longer active The eSIM is not installed on my new device I am unable to receive OTPs or calls on my number (+****89) I cannot access customer support via phone due to lack of serviceThis is extremely urgent, as I require my number to be active immediately.Account Details:Account Number: *****30Phone Number: +****89I request you to:Immediately issue a new eSIM QR code, OR Provide an alternative way to activate my eSIM without requiring OTP access to the inactive numberPlease treat this matter as HIGH PRIORITY and resolve it at the earliest possib

How can you apply for it i need to know i on with odsp and this bill kill me 

Be aware as there is such a thing as third party billing. I was charged for something I never used and have heard about before. Koodo’s says they have now blokced third party charges from my bill. They should have done that before. I can not believe Koodo will not do anything about the charges, that they allowed to my account without my permission.This is a terrible service as cell phone rates are already high in Canada. And they feel they need to squeeze more money out of us. 

I noticed a $15 subscription charge for Busuu on my latest bill, and took a look. It was for Busuu and I know with 100% certainty that I did not subscribe to this. I called Busuu and they gave me their generic response saying that I replied and confirmed subscription. I know for sure I didn’t, since I have a screenshot of the chat history and I ignored the text because I thought it was a scam text. I also confirmed with Koodo who said I never replied to the SMS to confirm the subscription.Busuu scamHere is a screenshot from Koodo saying I never replied:Koodo chat screenshotIt is fairly obvious seeing the other threads on this forum that Busuu is scamming us and trying to catch unsuspecting users. I forwarded all this proof to Busuu and am now waiting for them to refund me, but Koodo should not allow this scam company to charge in the first place.

I keep getting calls to my cell saying I qualify for a 40% ‘excellent customer discount’ but I can barely understand the caller and he wants other information! Is this legitimate and how do I proceed to get it?? 

My husband and myself has koodo sims. Now our account number and charges are interchanged. Since he don't know English, the sim was activated with my email IDs and I'm paying for both. I want to know our account numbers.He get messages in his phone for payment and I pay it from my bank app. From April onwards, my subscription is charged for his number. Can I speak with a rep  

Hello! I’m facing the same problem this person is facing,My trip ends on the 15th, so I’ll still need to renew the USA7PASS twice. If you could manually remove and readd a new 7d USA travel pass, like it was done for that person, that would be great. 

I just resubscribed to stream plus and now have two charges on my bank account. One for $25.00 and one for $28.75. Will this be refunded?

subscribed to Stream+ Basic for $10/month, but my bank account shows two charges: KOODO SUBSCRIPT_V for $10 and KOODO STREAM PL_V for $11.30. Can you explain what each charge is for? 

I am taking a 28 day trip to Asia and was told by Koodo customer service before leaving Canada that I could re-add the Asia 14-day travel pass to my account after the first 14-days but self serve will not let me.

I signed up for Koodo Internet an hour ago. Like literally an hour ago.They billed my bank account twice. They charged $102.35 visa debit retail koodo subscription and then $99 visa debit retail koodo subscription. They also sent an email from koodoservice@mail.koodomobile.com with a statement showing the $99 charge. But, on my account online, it shows only the $102.35. So Koodo tells me there is nothing they can do to help me. I have to contact my bank. There is no record on their end of them taking the $99 out of my account and there is no record of this statement being sent to me. They kept saying that I was “claiming” that they charged me the $99. Mind you, I haven't even begun the services yet. No equipment has been delivered. Nothing and there is an extra charge that they say they have no clue about. And my bank can’t do anything for 24 hours. Needless to say, I will not be staying with Koodo Internet.  

I received the message “We're boosting your plan to include 5G 1Gbps (that's seriously fast speeds)”.  I dont know exactly what that involves, but their website talks about “5G-compatible device” as well as VoLTE.  Does anyone know if theirs is the same “upgrade” that Public Mobile (another Telus company) launched a couple of years ago.  My phone (Samsung A71 - SM-A715W) is  5G compatible, but the way Public Mobile implemented their Volte, it was no longer compatible and it suddenly stopped receiving calls after their upgrade., so I had to transfer to Koodo.  Will I be kicked from Koodo  when this upgrade happens?   

I was recently travelling and had added the Easy Roam - Asia plan to my account which should have given me 14 days of roaming in India for a fixed price. Instead, when I come back, I don’t see the addon and I am charged for roaming 18$ per day - which is much more than the plan.I have tried contacting koodo support for over a week and haven’t been able to get to a customer support rep. I keeps pushing me through automated Koodo assist which is unhelpful. They have purposely obscured their phone numbers so I cannot call anyone directly, and whenever I press “connect to a rep” on kood assist, i see a connection problem with a try again button. I have tried using the review charges on my bill functionality for this, and it has the same problem - they send me a link after a while that redirects to a koodo assist chat window and it never opens up, it just says trying to get you back to your conversation and I have not been able to contact an actual human person at all for a week. I have tri

I've been charged $48 for easy roam. I haven't left Vancouver island. Please resolve these charges.  Thanks 

Hi! I’m currently outside Canada and wants to cancel my line since I’ll be away for a long time. Can anyone tell me how can I reach the representative? There is no self service to do so. I reached out their FB account but no one is responding. Thank you!

Hello, I received my new Koodo modem and router, and it was indicated that I would not require a tech visit based on a review of my address, however upon receiving the equipment, I note that it is a coax cable that is required. My existing internet (rogers) is on wire and not cable, and they seem to have removed the coax. I would like to schedule an install as I am paying for internet I cannot use.

The payment went through I can see the transaction on my bank but on the website it won’t activate

I got dropped out of this during my last attempt.Whether a 60Gb or 80Gb plan was in effect, I used 40 Gb in May but only 5Gb was rolled over to June. Can anyone explain the math?