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4025 Topics
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bugbumsBeginner
asked in Billing & Payments
switching from bell internet

Koodo charged me internet but nobody helping switch it from bell? What are we supposed to do? Who to even talk to? Next step?

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Allan M
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Ravens2025Beginner
asked in Billing & Payments
3-5 business day payment

My koodo balance needs to be paid by the 21st of April before disconnecting service. I paid the balance last night through my bank but it says 3-5 business days for payment to go through. Will my payment show up as before the due date or will I get disconnected most likely? Thanks

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Allan M
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Jennifer Chato-HallettCoach
asked in Billing & Payments
Incorrect Bill

Koodo charged us $70 connection fee on each of our 3 phones we've had for years with them.

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KR95Beginner
asked in Billing & Payments
Roaming

I've been charged for roaming but never left Canada, I am working Sarnia for the day.

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Loreta DikaitisConnector
asked in Other
Transfer my old phone to someone else

I gave my old phone to my granddaughter. I had performed a factory reset on it when I got my new phone. She has a SIM card and her account is with another carrier. She tried the steps to unlock the phone, but it didn’t request the unlock code. What needs to be done so that she will be able to use the phone? Any assistance would be greatly appreciated. Loreta

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Dinh
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ThiBeginner
asked in Billing & Payments
Roaming charges - live close to the border

Hi, Can I have someone look into the roaming charges on my March and April 2025 bills? I live close to the border (Niagara Falls, ON).

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egeConnector
asked in Plans & Add-ons
International Long Distance Saver Add-inclon not applied

Last month, I got the International Long Distance Saver add on at 11.46pm on march 27th. After I got it, I was told that I should wait 15 minutes to make sure it’s active. I waited 15 minutes, and made my call at 12.02am. After I was done with the call (9 minutes), I cancelled the add-on on 3.44am. Now, I see that I was charged for the call I made with the full rate, not including the add-on. Called the support, and they claim that I received the email about the package on 12.46am march 28, and since it was after the call, this was normal. I tried to explain to them this was because their time zone was not same as mine, and there was exactly 1 hour difference, and the bill was on my time zone, that’s why it looks like I got the package after making the call. The support I spoke to was clearly not trying to help. What are my other options?

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Alexis23Beginner
asked in Billing & Payments
Roaming Charge Well in Canada

Okay so i have written before about this and now three times. I never leave Canada and everyone I text or call is in Canada. I just noticed my last bill I was charged and now this bill charged and I don't understand why. It is saying I'm texting or calling outside of Canada which is impossible. I'm getting frustrated and I would appreciate it if this issue gets resolved. I work close to the border and believe this the possible issue. I'm not sure but I know it's not that I'm texting or calling any-one outside of Canada. If this continues to happen I'm switching providers cause this is ridiculous.

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Dinh
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conorjpd1Beginner
asked in Other
ESIM - Do they send SMS when activating voucher?

Hi everyone, I am currently abroad and I have lost my sim card. I need to access my number for verification processes as it’s connected to my banks. I was going to ask a friend in Canada to go to the Koodo store and purchase an esim voucher. I could then set up an esim with my number and then receive messages again. My worry is that when i’m doing this process, I will have a code sent to my number which i cannot access because i don’t have the sim card. I have access to my self serve account and just really hoping I can get back connected to my number - otherwise, I’ll have to return Canada and cut my travel short. Please advice, I appreciate your help Best, Conor

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Dinh
JEL
JELBeginner
asked in Self Serve
koodo password reset rejects every password I try

Hello, I am a monthly prepaid user and am following the mandatory process for changing my email id and password. I reach as far as Reset Password but whatever I enter, it rejects with "The password you entered does not meet the requirements. ". I have tried 7 different words , all meeting the stated requirements. What can I do? Or can a Koodo admin reset my password for me? If so please send the new password to my email *****@hotmail.com or the previous email on record for this account

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Darius Koodo
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A5hleyMar1eConnector
asked in Billing & Payments
Wrongfully Charged International Roaming

I recently travelled to Japan and was using a local 30gb eSIM over the 18 days I was away. I did not turn off airplane mode until the eSIM was active and did not receive a text message from Koodo that international roaming had been activated. I received a bill today for almost $400 for data usage. I phoned and was told that I was using my plan so international roaming charges were added. This usage was less than 1mb/day (0.05mb) and always around 1:30-2am. This is a network issue and not a usage issue. The person I spoke to was very “this is your fault, you used your plan, pay the bill”. I didn’t use my plan, I shouldn’t have to pay these charges.

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Darius Koodo
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JessicaaFayexoxBeginner
asked in Plans & Add-ons
Smartwatch on tab

I see that the website shows that a smartwatch can be purchased on tab and says to see in store, i was curious what that details and weather its 0 down etc.

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Dinh
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wmfl1980Beginner
asked in Self Serve
Cancel home internet.

I was told I could cancel my home internet via self serve. My order has been processing since March 28th. I can’t access or cancel it. What do I do?

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BrinaConnector
posted in Other
Disappointed

I am a long time Koodo customer and have always promoted Koodo when anyone was looking for a new provider. I’ve always appreciated the customer care calls and offers to improve or upgrade my service. In fact, over the years I have gone from one line to a total of four lines. I have been extremely happy with the service and support for many years, but recently that has changed. A couple of months ago, I received a care call from a very friendly Koodo representative. We reviewed my current plans and he went on to tell me about Koodo home internet. I have been looking to change my internet provider and was excited to hear that a provider I have such respect for was bringing this new service. Unfortunately, the service has not hit my area yet, but I was optimistic that it would only be a matter of time. The representative went on to tell me about a streaming bundle now available. Although I currently subscribe to Netflix, Prime and Disney +, this bundle would not only give me these three s

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Vari.samBeginner
asked in Other
Cancelled internet - no confirmation

After two weeks of awful internet, we finally cancelled our Koodo internet. I called yesterday, the person on the phone gave me shipping instructions to return my equipment. But I have not received any confirmation email of my cancelled services. When I log into Koodo this morning it still says I’m subscribed.

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Allan M
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Mruf72Beginner
asked in Other
trying to port my #

Trying to port my number to public mobile and it’s saying I can’t. Asking if there is a block on my Koodo account. What’s up?

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fridabazanBeginner
asked in Billing & Payments
Update Card

I’m trying to update my card on my self serve so I can pay my internet because they are going to disconnect it if I don’t pay it by tomorrow but I’ve been trying to do it but they don’t charge me for it and I’m afraid it’s going to get disconnected. Any tips? Any other way I can pay my bill?

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A FBeginner
asked in Self Serve
Getting error because phone number area code doesn't match address on file.

I am getting an error message that reads: “We can't complete your upgrade because the billing province on your account doesn't match the one on your phone number. No worries—there are a few ways to fix this!” If I click for more info, I get: “It looks like the province in your account billing address doesn't match the one associated with your phone number. The provinces need to match so online orders show the right products, prices, and taxes. Don't worry, you can still upgrade a few different ways. Change your phone You can change your number in Self Serve so it matches the province of your billing address. This lets you continue your purchase online. Connection fee waived TODO” If I go to select a new phone to purchase I an unable to purchase and instead get a message that reads: “You cannot complete your upgrade online. To continue with your upgrade, you can schedule a callback with Koodo Assist or Find a store.” When I called for information about this, I was told by a koodo repres

57338
Koodo
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DustinAbsAdvisor
asked in Self Serve
I am so mad with Koodo and the online store messing up my address for second time

I ordered a new phone last week for myself. I insisted my address was correct for shipping and billing, but Koodo sent it to 45 instead of 45 ST so it was returned to sender after I spent time trying to fix the issue with Purolator. Now my phone is back at Koodo warehouse and who knows what is going on. So today I upgrade my daughters phone and go through the same process. I made sure to screen shot the correct address on the billing and shipping screen while ordering. It clearly says 45 ST. Then I receive the order confirmation email and it says 45 again and no ST. Proving it is there system making a mistake and it was nit me or my mistake. So now her phone will likely be shipped wrong and set back. I have contacted the webstore email and they barely respond. Customer service is abysmal and I am left frustrated beyond belief. That is two phones that I have no idea what is going on with. Where they are. Or when I will get my orders. Koodo needs to do better because this is just ridicul

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Andrea5132Beginner
asked in Billing & Payments
Increase in Monthly Charges

I have 4 lines attached to my account. Two of them have an increase of $5.00 each on my April bill. I did not receive any notification of an increase it their plan

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Hholly
HhollyOrganizer
asked in Billing & Payments
New booster set up

I haven't had internet in 3 weeks. Finally got escalated to a rep on Tuesday and he said it seemed like a booster issue. He sent it by Purolator (thank you!). BUT now I can't get to connect. I followed his directions, but nothing.

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CraigOConnector
asked in Plans & Add-ons
Self Serve Option: Change Plan vs. Offer (New SIM)

Upon logging into my Koodo account I’m presented with a couple of offers - one of the offers is changing my existing plan. The offer is similar to what I have now with the exception of more GBs - just to note it includes Text & Picture Messaging just like my current plan. If I proceed to progress through the screens to accept the offer it then prompts me to purchase a new SIM card for $10. I don’t understand why I’d need a new SIM card for the same phone number. I looked at the “Change My Plan” option and found something similar to the offer except it indicates “Text Messaging Only” and one pf the Perks is Unlimited Int’l SMS that in it’s own description indicates SMS and MMS. It looks like I can keep my existing SIM though. The SIM card requirements are confusing and the “Picture Messaging” portion too. One saves $70 doing it online but almost need to contact a representative to figure this out which shouldn’t be necessary. Anybody shed any light on this. I own my phone and am on mont

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franackforeverBeginner
asked in Other
Home internet outages

Our home internet has been dropping a few times this morning. First time it’s happened to us. Is there a way to see status updates on outages in the Ottawa area?

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BrennaQBeginner
asked in Billing & Payments
Roaming Charges

Can I please request my roaming charges be removed from my most recent bill? I live and work right on the border and accidentally roam occasionally.

414
Darius Koodo
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ChimdiBeginner
asked in Self Serve
CAN'T LOGIN TO PREPAID SELF SERVE

Am I the only one experiencing this? I’ve tried clearing cookies and cache, multiple times, I might add. Tried it on Chrome and Edge, tried using my laptop, and two different phones, tried using incognito mode, even tried to reset my password but only getting, “We are unable to process your request at the moment.” It’s really frustrating!

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