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Managing your Services

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5932 Topics

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JoceMcBossBeginner

asked in Self Serve

Error when trying to change plans

Trying to change one of my phone plans tonight to the $65 75 GB plan but keep getting an error, even when I try to proceed without choosing a perk. Waited an hour like the error page said, still no change. Can someone please help! I just want to upgrade my plan.

6 minutes ago

Islander GuyBeginner

asked in Plans & Add-ons

OK was able to change plan by NOT selecting a free Perk

I was able to change my plan by NOT selecting a perk during checkout. I still want my free perk of unlimited international text and SMS / MMS. Can a mod add that to my plan?Thanks

11 minutes ago

TinlooConnector

asked in Plans & Add-ons

Need more data but the plans I see on my account is different from what I saw from the website

So I have this plan, $45/ month with 2GB.Recently I’ve been going over my limit so I do need more data, maybe just 3 more GB so I tried to change my plan but all the options I saw is starting from $65~ for 60GB, which I don’t need that much. There’s add-on but it charges $10 for 100MB which is ridiculous.Then I went to Koodo’s homepage, then I saw $45 for 30 GB WITH rollover! I’ve been paying the same amount for a lot less data! so my question is how could I change to THAT plan?? Is it for only new customers??

1 hour ago

DebSimBeginner

asked in Other

Number for customer service

Absolutely unacceptable that there is no customer service number anywhere to be found. How am I supposed to deal with any issues surrounding my lines? Scheduled a callback and it never happened. Going to switch back to another provider if this isn’t fixed.

1 hour ago

YeonjungBeginner

asked in Billing & Payments

bill address change

Hello!Is it possible to get last month bill with new address?Thank you!

1 hour ago

DavidPBeginner

asked in Other

Network coverage in my area is very poor

I have been a Telus/Koodo customer for a very long time. I live in the downtown area of Edmonton and the coverage here is atrocious, and it has been forever. As we are so close to downtown, I keep expecting Telus service will improve but so far nothing. It is ridiculous that service is so bad here.

2 hours ago

VictimAdvocate

asked in Self Serve

Not permitted to update C/Card

I’ve tried several times to simply update the new expiry date on my credit card and/or whole card.It keeps erring out to ‘Oops! Something went wrong - try again later’. How long do I have to keep trying “later”, later as in every day.I tried to communicate with the binary bit byter (AKA Artificial something, certainly NOT Intelligence). But it just wants to put ads about upgrading. :(I have already seen dozens of the how-to, but doesn’t say how-to fix ‘Try again later’.I have a self-serve pre-paid account. Thanks~v

2 hours ago

jpcarreBeginner

posted in Billing & Payments

hidden cost

Hello,this is just to write a complain about a recent experience.I went to the Koodo shop to upgrade my phone, one of the employees suggested me to move to a familiy plan with Telus (me and my wife).I recently noticed the latest bill from Koodo includes a "Tab Bonus Debit - Cancellation" of $111.23 for me and $78.11 for my wife something that was not explained by the Koodo/Telus employee. I called Koodo and they told me it is a charge for terminating the contract before 2 years , ok.The employee didn't remind us of this cost. I know it must be in the contract but it is not nice at all not to tell the customers about this , specially having in mind that Koodo and Telus are under the same umbrella, really bad...Jean Pierre

3 hours ago

aliyalynnhBeginner

asked in Billing & Payments

Dispute roaming charge

I have a roaming charge on my current bill that I’d like to dispute - I never left Canada, it’s from taking BC ferries in the Southern Gulf Islands. It’s the August 26 charge on the bill below (the four from Aug 18-21 are correct). Thanks in advance! I’ve also already turned off automatic network selection so it doesn’t happen again.

4 hours ago

dmendelConnector

asked in Prepaid

Charged for data when data is turned off

I have a prepaid account with 250MB free data, using a Pixel 6a. For the last few months I have noticed that when I turn data on and then off again, I continue to show data being used even though it is turned off. Yesterday, i had more than 60MB of data use recorded when data was turned off. If this a problem with the phone or is this a Koodo problem?

4 hours ago

Danielle MonsterBeginner

asked in Prepaid

Complaint

I am a new costumer and very unhappy with the service. The Koodo website is very user unfriendly. The website does not load properly and I have tried to top up my prepaid account with multiple different credit cards and they all get rejected. Now I am locked out of my account, lost my build up free data and have no way of using my Sim. I have had to get a new SIM card of another provider. The chat did not help at all since I am locked out of the self serve account. Terrible service.

5 hours ago

ZalmOrganizer

asked in Plans & Add-ons

Changing 4G plan

How do I get a better plan? I’ve got the same plan I had 3 years ago with 2GB of 4G data and nationwide calling and texting which is all I need. I don’t need 5G, though a little more data would be nice in case I come up close to my cap (which I have once or twice. I never had a tab and don’t want one.If I were a new customer, I could get 10GB of 4G data for $39 or $30GB for $45 with all of the above, but because I have a plan that costs more than that, Self-Serve won’t give me these options. So I’m stuck with a low data cap or upgrading to 5G which I don’t want at a higher cost. Everything Koodu and Telus does seems only to be to extract more money out of you each month, rather than save you any. If I went to Freedom or Chatr or Virgin or even Public Mobile (which Telus now owns I could get 10-30GB of 4G plus voice and data for $34-$40 a month. Why won’t Koodu try to retain me? Why do they make it so bloody difficult and expensive to pay a reasonable amount for what everybody else

5 hours ago

Martin.danielle17Beginner

asked in Self Serve

cant access account

I can't access my account. It always says I've exceeded the maximum number of attempts. I've tried resetting the password and I still get the same message. My account is locked. I need to update payment info.

5 hours ago

newcustomersosBeginner

asked in Other

SOS only

Hi!Another SOS only question!I've just transferred an existing number over from TELUS and setup my account with Koodo, however, I'm only getting the SOS.I've tried the sim in another working iphone and it also comes up with SOS which leads me to assume its the sim and not the phone. All phone updates are up to date etc.Help! TIA

9 hours ago

RobJWBeginner

asked in Other

I'm getting texts that say they are from Koodo about data usage, I don't use data

I’ve gotten a text today saying“You’ve used 100% of your 1mb data. To help manage costs, your data has been paused until the end of your bill cycle at 11:59pm on 2023-9-21” I have a flip phone, I can’t use links, I don’t use data. What is going on?Is there any way I can speak to a Koodo rep?

9 hours ago

rc123Beginner

asked in Billing & Payments

Dispute easy Roam Charge

I had an easy roaming charge applied to my last statement that I’d like to dispute. I never left the country. I was near the Sarnia area visiting for the weekend.

10 hours ago

PartureBeginner

asked in Other

Monthly credit

I understood that I was getting a $10 credit/mo not $5. Can you fix this?

11 hours ago

Adam6Beginner

asked in Billing & Payments

Incorrectly charged roaming in the USA

Hi there,I live near the border and was flagged as roaming yesterday even though I didn’t leave the country. Could you please waive the charge?Thanks!Adam

1 day ago

cvansiaBeginner

asked in Billing & Payments

refer a friend credit not applied

I did do a refer a friend and followed all the steps and got an email too for it. My friend received the refer a friend credit and I have not received the same and have not been seen reflecting in the recent bill.

1 day ago

HOMEBASEONTHECOASTBeginner

asked in Other

Help with setup for Wifi calling

I follow the steps to activate wifi calling for my Galaxy S8 (worked on my previous S8), but it gets stuck on "Requesting service. Please wait".

1 day ago

Ellisj3Beginner

asked in Plans & Add-ons

Device care

If you purchase a phone through Koodo and pay the full amount upfront and then add device care and a plan but then decide to cancel the plan a few months later, can you still keep paying for the monthly device care or are the plan and device care linked together? Thanks

1 day ago

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