Managing your Services

I am being charged $5/mo for a “3G Usage Price Increase” even though my phone supports and uses 4G. The only thing that might explain this is on koodoo's support page where it reads “your data connection uses LTE while calls fall back to the legacy 3G network” [1]. But my phone (a OnePlus Five) has VoLTE enabled and the Koodo SIM status reads “LTE” under “Mobile voice network type” and “Mobile data network type”.As far as I can tell, I am using a “4G LTE” device, right?So according to Koodo:“After you switch to a 4G LTE/5G device, you'll no longer see this amount on your monthly payment starting on your following renewal.”I should not be billed $5/mo. Right?What am I missing here? Is there a legitimate reason for this? Because this just comes across like a grift by Koodo to get me to buy a new phone from them. I’m asking this here because I can’t find a find a phone number or email address where I can get in touch with their customer support. [1] https://www.koodomobile.com/en/help/exp

I had a question in regards to adding an Apple Watch plan to my account. With the new CRTC activation fee bans that recently came into effect, is Koodo still allowed to charge their $70 activation fee? I want to add my watch to my plan, but that fee is absolutely nuts. 

I want to change my free perk to the 3 Day International Roaming perk but unable to change it.  I keep trying the self serve for multiple days and keep getting error message saying I can’t.  This is extremely frustrating!  Can you please help me to change it?

Currently I have the ZTE WF721 hub and need to replace it with a unit that is 4G capable. I’ve been running in circles trying to get this sorted out. The AI assistant says to login to self serve and request and upgrade, which I cannot locate. The staff at the Kodoo booth in the mall said I need to request a rep call back through the online help feature, while the technician/rep on the phone says I need to go to a physical location. Can somebody please explain the process to get a new Wireless Home Phone Hub?

I have downgraded to Stream plus with ads as I find the price for the premium too expensive. I paid the code for the subscription 3 days ago. Now today I have been charged $45 for about her stream subscription that I did not order. I have tried calling Koodo and am sent a link to speak to an online rep but the online rep asks me to confirm my account and phone number and when I do, it asks me to confirm again. I click yes to confirm my phone number and it responds again with the same question asking if that is the number I am inquiring about. I said yes about 10 times and kept getting the same question and no further help. I tried asking to speak to a live agent and again it says to confirm my number. I have tried multiple ways to speak to somebody but I get blocked everywhere! I do not want this other subscription and want to be refunded the money they just took. I was charged twice in 3 days and this is unacceptable. It should not be this difficult to speak to someone. Please help

As stated in the title, no 5G connection on my A52 5G, despite changing plan over a week ago and receiving confirmation.Tried the basics like restarting the phone, resetting network connections and also reconnecting to the Koodo network.Could it be a sim issue? How do I know if my sim card is compatible with 5G?The area has better 5G coverage than 4G, but as mentioned i haven’t been able to get 5G anywhere.Thanks

I have a missed payment with koodo and I have been with them for 15 years I called to see if they would help remove it as I paid account to zero right away but no one could help me, has anyone else experienced this?

I live close to the US border in BC, have not travelled across border but have gained some hefty roaming fees, I’m looking to have them reversed from both phone lines connected to my account. Thank you!! 

Hi everyone, I switched from Public Mobile to Koodo for a 5G plan. The migration process required me to get an eSIM. I tried to use my eSIM to SIM adapter but it apparently failed. The number has been transferred to my Koodo account but I don’t have access to that number because eSIM isn’t working. I purchased this official Koodo Tri SIM card from Telus. Do you think this physical SIM card will work fine with Koodo postpaid 5G? https://www.telus.com/en/mobility/accessories/product/koodo-tri-sim

Long story short someone is trying to port scam me. And koodos solution??? Have a bot schedual a call back that im still waiting for. Over 2 hours. So koodo is ok with port scamers getting a head start .   Edit: bank account is secured before anyone comments. Id like to set up other security to protect my phone number tho. 

How can I check how much time is left on my contract?

Trying to change my plan from $45 for 10gb to $40 for 50gb (with bank account linked)Every time on perk choice ( data rollover) it gives me the dropped ice cream of sadness. Tried several times on different days for a week. 

I signed up for internet and streaming last novemberI was told the charge would be $35.00 plus $10.00 for streaming. I get charged $39.55 plus the $13.56 ,However there is always another charge of $25.99 that I have never signed up or agreed to You can listen to my phone call while settingthis up. The only charges agreed to were $35.00 for internet/ cable anf $10.00 for streaming. Please clarify asap a d correct the error. It is impossible to reach u by phone. Please call me or email me

I was happy to discover the 30 day European Travel Pass that I intended to use for an upcoming trip to Europe.  When getting more details, I noticed that it says it must be used 2026-09-08.  Considering that I am only leaving for Europe on September 10, does it mean that it may not be an available option for me to use?  Need to figure this out sooner rather than later as I may have to get an e-sim from elsewhere if that is the case.Thanks for your help in sorting this out.

Hello out there - we signed up for the Stream+ Premium bundle this morning, and we are now stuck on the activation. More specifically, we are not Koodo mobile or internet customers. From what we can gather, we need to set up a self serve account to activate the services, but we seem to be caught in a loop where it asks for a mobile number and sends verification via text but the text doesn’t come.Not sure if we are supposed to wait for self serve account setup to be done, if we missed the self serve account setup, or if there’s something else that needs to be done. To reiterate, we are not Koodo mobile or internet customers and, at least from what we’ve read, you can sign up for Stream+ even if you’re not a Koodo customer. we tried the digital assistant but didn’t get any satisfaction there.

I’ve tried choosing multiple perks and it always goes back to “No perks selected.”Please add Rollover Data manually to my line.My plan was silently bumped up by $5 after choosing to keep my existing plan when getting a new phone.The line ends in 75.

It's July 2026 and I'm having issues too.I was trying to change my Stream + plan, but don't even see the 'My Subscriptions' page anywhere in the UI on mobile or web.I spoke to support and they kept assuring me I never had the Subscription - except I'm being charged for it.Their suggestion was to add the Subscription to my plan and told me I wouldn't be double charged.I decided to wait until the regular billing cycle and I was charged for this Subscription they claim I don't have.

Hello. I was scheduled to have the tech guy come here yesterday to hook up the internet .. and I was here all day long and he didn’t show up. I don’t know how or where to contact anyone to find out when he is going to come.  If you could point me in the right direction, that would be awesome .. Thanks so much in advance 

My Google Pixel 10 Pro Fold was stolen last night, and I bought a new phone (a new device). I'm having trouble getting a hold of somebody to issue a new e-SIM card. I don't want to suspend my service because there's less than a day's gap, and I can't get through virtual assist. They tell us to call Rakuto's phone number because there's no option for stolen phones. 

I just read on that scammers are contacting people pretending to be from legit phone companies saying they could do a low cost upgrade on cell phones.  Please be cautious http://www.am800cklw.com

Self explanatory. I messed up my password too many times and now I’m “user locked” dispite changing my password TWICE I just want to use my top up voucher that I bought to redeem. I am beyond annoyed. I don’t have another email and I don’t want to wait around for a call if I don’t HAVE to. Please help 

What is the promo code for this offer?  

Hi there,I am unable to make long distance calls from my line ending in x-8240. I know that I need to add the “Pay Per Use” long distance add-on even though I have the unlimited long distance perk, but I do not have the option to select the “Pay Per Use” add-on in my self- serve area.Some help with be appreciated. Thank you! 

I have very bad cell service at my home will a booster help and if so does koodoo have them 

I need a price for two phones to use data and cell service in USA and canada