Managing your Services

I was misled by a Koodo salesperson who promised that my monthly charge would be around $28, but the first bill I received was over $45.He told me that both my first bill and all future bills would be approximately $28, and they will start billing only after activating my SIM. But I received the first bill even before receiving the SIM.This feels very deceptive, unlike my experiences with sales representatives at Rogers.They don’t even have a customer care phone number that I can easily reach.Stay away from this provider.I want to cancel my service now and want to ensure to cancel the bill they sent even before activating the SIM, but there is no way to reach them. I hope the salesperson is held accountable who just scammed me

Hello Koodo community, Is anyone else having issues signing into their Koodo prepaid self serve account?Every time I have tried to sign in over the past year, I am given a prompt to change my password because of their “security update” but when I enter my password, or newly changed password, there is a popup saying that the “invalid authentication credentials” (GRR! very frustrated with the poor service provided)When asked by Koodo Assist bot to schedule appointment to speak with representative, the representatives failed to call me—twice.  Yesterday, the *611 number was down completely.  Just a clicking sound every time I called it… Very frustrated, incredibly dismayed. Has anyone switched from prepaid to monthly and notice a difference in the ability to sign in? Or is it just more broken code?P.S., if a representative does read this, the email linked to this account that I have posted from and that

Subject: Complaint and Refund Request – Overcharged invoiceTo: Koodo Customer ServiceAccount Number: ********Dear Koodo,I am writing to express my dissatisfaction with your service and request immediate action on the following issues.Since November last year, my wife and I have been in Hong Kong caring for my elderly mother and not sure when we can go back to Canada. We visit Hong Kong regularly and have always used local prepaid SIM cards upon arrival—HK$75 (approx. C$13) for 365 days of unlimited data and 2,000 local minutes—making Canada’s roaming services uncompetitive and prohibitively expensive.While abroad, we continue paying the C$42.56 monthly fee for our Canadian SIM cards, despite not using them. In February 2026, I was billed C$82.88—an unexplained increase. I contacted Koodo via email and the digital assistant, but neither provided a clear resolution, merely shifting responsibility. I am unwilling to incur long-distance charges t

I was given the Sim card on 12th January by Alberta Health Services. There was special arrangements with Alberta health services and Koodo network provider that we are using the Sim card for a month free of Charge. I called customer service on 2nd February to activate the sim card. He told me because I was given free one month which will end on 11 February, my billing period will start on 11th February then I said okay. When the billing came I see partial charges on it. Please review and clear that charges. Secondly, when I inserted the sim and called someone, it came as British Columbia. I even asked the Customer service personnel who attended to me why that and if it can be changed but he said no meanwhile I was in Alberta. No one told me that will attract extra charges. when the bill came, I see charges related to that. I don't want to use British Columbia Sim card will in Alberta and be charging that extra fees. I'm waiting to see these charges cleared before I mak

New customer and the 2 lines ported in got billed $25 prestige number billing so both lines are $25 a month more than the contract rate Can't find anything on what that billing is 

Hi:I just got my February bill and to my shock the price has been bumped up by $7 with no prior notification in my previous bill or by email. In the Self Serve it’s indicating that “Your bill's higher this month because you changed your plan.” - NO I DID NOT, so stop stating incorrectly Koodo.I have tried to schedule a callback and of course it keeps looping and looping and does not allow me to do so. What options do I have to speak to an agent and get my plan back to $20? When I had signed up it was confirmed to me that this is a permanent price and will never go up.Thanks.

I am no longer a customer. My login does not work anymore (been 4 years). I accidentally paid money to Koodo and I need to reverse the charges. My number is **********.  My email is *****@ outlook.comNote- I cannot login to anything OTHER than this self- serve community. Please help!

My mom was using Koodo but she left the country, now I want to suspend the service but I am unable to do so. I have been paying almost 40 dollars per month, even though I am not using the phone number. How do I suspend it?

Hi, There:I can’t text the US7Pass to 7626. I am in Canada right now. I guess the 7626 will come out when I am in US?

Hello. I live next to the U.S. boarder in Canada, and was charged roaming fees. Could I get my money back.

I am unable to schedule a callback. The Koodo Assist bot just keeps repeating the same endless loop of prompting me to press the “schedule a callback” option and then asking what it’s for. It won’t actually schedule a callback.  

I got an email that my Stream+ promotion ($10/month for 3 months) would be extended 3 months till the end of April. It would have ended this month. Today I got charged full price ($23), and when I called Koodo the agent basically said they have no control over the price so either pay full price or cancel. So I told them to cancel, but then I found this forum and see others with similar problems. Now I'm seeing if someone is able to be more helpful here since I would still like to take Koodo up on the promotional offer I received.

Hi I was wondering if you if I get stream services through Koodo and I have an extra member for Netflix can I still have that

I set up bank payments to save my mom money each month. I put all banking details in as asked and there is always money in the account but I got emails that the payment was declined and I would have $50 nsf charge. I’m not sure how to proceed. 

Hello, what network does Koodo use in Japan if I choose to take a travel pass.

I recently switched to the 150 GB plan which includes a 10 GB bonus data perk. Every time I try to select and apply the perk in Self-Serve, it refreshes and says, "no perk selected." In past with less GB plans like 120 GB it was added and my total usable data changed into 120+10=130, but now it stays on 150 and says no perk added although in previous step I check 10 bonus data as my free perk.

Dear team The payment reminder for account   ******** account no, has nt been used by me. May be somone else used the number. I am still taking rogers services since beggning. Kindly reverse the charge as it impacting my credit score. RegardsAlok maurya

Hello! This is urgent and I need it resolved ASAP. You guys need to drop the outstanding balance due to the fact that one of your salesmen did a horrible job on explain to me how Koodo works. It was a friend of mine who worked with of for you guys. He gave me run down but he never told me that it would be auto top up. I am with chatr and they allow me to pay whenever I want. I asked if it was the same for Koodo and I was told yes. So now because I didn’t pay I now have an outstanding balance. Due to your salesmen doing a bad job. Please resolve this because I should not have a outstanding balance.  Please send me a business number I can contact you at!

I saw that Koodo increased my monthly bill for the mobile plan from $29 to $36. I transferred my number to another operator with lower price and cancelled the plan with Koodo.Do I need to pay the current bill and I will be refunded since the current bills has been issued for February-March?

My wife and I have been loyal Koodo customers since about 2010, and have had nothing but good things to say about their service and customer service whenever I have had to deal with someone which has not been that often.However I am disappointed now in the fact that Koodo very rarely has plans for existing customers that are less than what I pay now. I mean we really do not need all the data we have, and don’t need a new phone where is where a lot of the deals come from. Like most carriers they give better deals to entice new customers which is a smart business decision, but does not give options for long time customers. I also do not like the fact that I can’t get deals because I am paying with credit card. Sorry some of us don’t like giving our banking information and are being penalized as well.This will not drive me to a competitor yet, but I’m getting tired of these two issues.

Hello, a few days ago before the end of my first month cycle with Koodo prepaid, I had callback agent help me set up to change to the 360 day plan at the end of my current cycle which is today Feb 12.I just logged into self serve and it says my account is suspended. My available funds is $0 but I thought it would automatically charge my credit card on file since I have automatic top-ups enabled. I assume I need to manually add the funds and my account would return to active/un-suspended? I just don't want to be double charged in case maybe there's a delay in the automatic charge?

I made a query about my WiFi and I was sent a new router and modem which I set up and it’s still not connected.Its 2 weeks now and I have made several attempts to reach a representative but nothing..I am paying for services am not using…This is so bad and frustrating..I call everyday since last Tuesday when I got the new modem and I can’t reach anyone..Please I want to cancel everything and it’s still directing me to call..What is going on?.

I did not leave Canada please remove roaming charge from my bill

I’ve been charged for roaming on February 8 and January 17 both of which I was not traveling in the United States and just live relatively close to a border. I would like these corrected.

Hello, you have charged me roaming. I have not been roaming, please fix this.