Managing your Services

I have been on pre-authorized payments from my bank account for the last year and everything worked out great. This month (December) my bill was paid but not from my account. I have checked both bank account and credit card but not from my payment has shown up. My account payment says paid January 2, 2026 but not from payment went out. What to do?

I have been having ongoing issues with my home internet suddenly losing connection, even though ALL connection lights are on, on both the router, and wifi box. It works for a day/2, then shuts off, then comes back on its own, or if I reboot the Router. I’ve never had this problem with other providers before in the same location. And the equipment HAS been replaced, but the problem is STILL happening! Its happening right NOW! I’m having to use my PHONE’s 5G connection to get online. Has anyone else had this problem? Should I look to switching providers/equipment? Help!

I currently would like to change my plan from a $60 plan to the $15 plan.  My tab is fully paid off and I am just paying for the plan.  How do I just change my plan to the $15 plan?

I briefly left Koodo (for a few days) and came back with a win back offer. My previous account had a balance and when I came back I was assigned a new account number. The agent helped me to link the two accounts since I was using the same email address and I didn’t think anything of it but now I can’t find the balance on the original account. Where can I find that on Self-Serve? Will that balance be added to my next bill? I did not have preauthorized payments set up on my past account and do have it on my new account so I was hoping to pay off the balance to start fresh. 

I have been calling koodo repeatedly since many days. No luck!!!! I need to cancel and need my money back. This is so ridiculous. I spent hours already!!!

Hellogot my Dec 2025 bill.  got easy roam charges for two of my lines when I have data roaming turned off on both lines before leaving can you please help reverse these charges please.  ThanksJohn

Hi, there. I have trying to select rollover data perk for 2 days without success. Could you help me?

Hello,I have been trying to add a per to my account (3-day US roaming) but I am unable to. Every time I try, I get an error. I also try the new assistant experience, but the moment it tries to connect me to a rep, it crashes. I am travelling to the US in a few hours, so I would love it if this could get sorted asap.thanks!

QUESTION: Why is my number, which is not with Koodo since Dec. 27th, 2025 still listed in account for monthly charges?Situation:   On my account were two phone lines/numbers, since 2024.On Dec. 27th, 2025 I switch one of my phone line to another service provider - due to Koodo raised charges for service, almost 20%, after +year of service, even thou an agent explicitly promised to never raise the charges at the time of signing my two lines with Koodo. in 2024.In November-December talks/texts with Koodo --» Koodo was not willing to match or just to negotiate the better deal, which I got with another provider.Second line will go from Koodo to another provider also. 

My billing cycle ends on the 27th of every month. I decided to update my phone plan from $34/month to $50/month on the 30th of November. Can someone please explain to me how Koodo charged me $15.46 for prorrated charges? My new billing cycle still ends on the 27th of every monthAlso secondly, Koodo on their website says that $10 discounts (Always on Perk AND Monthly credit 12mnths 10 incl tax) will show up as $8.85 on the bill as $1.15 wil be deducted from the taxes. Yet they are not. 70.30 + 15.46 = $85.76 and 13% of that is $11.15 whereas the taxes should be $8.85 after the 2 x $1.15 deductions as the discounts are $10. Sounds like Koodo is not so good at math  

I have a Samsung A55 5G model and I went on to change from 4G to 5G plan 2 days ago. But Since its showing LTE,  I called customer service and tried all the options. Since non of them were working, changed my sim to an e-sim but it didn't work either.They also checked the area for 5G and confirmed that 5G is very strong where I live.Today I thought of giving another try and called customer service and I received a strange answer from them. They said Koodo still provide 4G and haven't started providing 5G even though it's advertised and sold. I really don't believe that.I think other users can see 5G instead of LTE at the top of the screen along with the increased speed as well.Can anyone help me to solve this issue

Koodo has two $40 BYOD mobility plans. They first has 60GB data and Canada-US-Mexico roaming. The second has 50GB data and unlimited Canada-wide minutes. Both have unlimited international SMS. Does this imply that the first plan does not include unlimited Canada-wide minutes? In this case you would be paying extra for long distance calls in Canada, but you could add the free perk "Unlimited Long Distance Pack" right? I'm just confused as to why they bother offering the second plan and why I should choose that over the first plan. I don't have any current plans to travel to the US or Mexico but free roaming seems like a nice bonus. Any advice on which plan to get?

Trying to add Stream + Basic; however, it freezes before payment . Can someone tell me if Koodo currently has a problem.thanks in advance…

Call Hong Kong from Canada using mobile, I can hear their voice, but they cannot hear me.Is that related to Telus ? Since I have other mobile brand also powered by Telus, and have same issue.Anyone experience long distance issue like this? Please advise, thanks.

The CC used for auto top-up was compromised last night and immediately cancelled. My renewal date is 3rd January. Today I went and got a top-up voucher and  added it to my account. Will anything change on my plan ? Is there anything else I should do. ? My new card will be added in time for the next payment once received.  

I have 2 incorrect roaming charges on my account and need them reversed. 

Hello, I reached by data limit and received a text to say I have options to unpause, but it only says $5 but did not provide the amount. I replied YES, which according to Koodo’s website, is to initiate the plan’s pay per use rate.Can I switch to the 1GB for $29 instead? Can I do this somewhere on self-serve?And as an alternative option, can I switch to unlimited data perk for the rest of my plan? Will unlimited data override the plan’s pay per use charge? Thanks 

Can I add AppleTv to my Stream+ subscription instead of Disney?

As mentioned in title,  I cannot see the pre-pay thru bank I set up this morning on my old account.  Also, for info, I have added a new line in same account (SIM is in the mail) and I setup the prepay to enjoy the monthly $10.00 off new line.

I’ve been requesting a port out from Koodo to Voiply for months now, and it keeps getting rejected. I finally got a text message from Koodo to confirm, but I was sleeping (I’m on China Standard Time (UTC+8)). I set my phone volume high and after receiving 3 advertisements from Koodo that woke me up at 2AM (thanks...), I finally got the port out confirmation text message. I responded “Yes” immediately, but the port was just rejected again. I called Koodo support last week but they basically said “Stay awake all night”. Is there any way I can confirm the port out in advance? Anyone have any other solutions? I’ve now paid for a whole other month of service from Koodo because I can’t port out.

I called Koodo to get a better deal. The customer service rep said that if I transferred to Telus I could get a better deal. I asked if there would be any charges or if I would be penalized. They said no. I asked them to make sure. They looked at my file and said it was safe for me to transfer. I said OK. If the call was recorded please listen to it. They did not speak with me about “Tab carryover”. They recommended a plan. They did not mention that I needed to migrate to a certain type of Telus plan in order to carry over a Tab. Poor customer service training and now I’m stuck with a bill for $357!!! I was on the phone with Koodo and Telus for 2 hours today and they said they can only offer me $75 rebate! Please help!

I signed up for the January 1st promotion.60gb for $30/mo ($10 Bill credit for 24 months, 60gb Can/US/Mex for $30 per month when you join Koodo)I didn’t receive the confirmation email with the contract details until Jan 2nd late morning.  Now it states that my bill will be $50 ($40 after autopay), not $30, it doesn’t show the $10 credit for 24 months.  Did i somehow miss this promotion because I didn’t receive the confirmation email until after the promotion was over? My account isn’t fully active yet as I requested a physical SIM card so maybe that is why, but I thought my contract should reflect this promo.  Am I missing something? 

I have trying to select my free perk for 4 days without success. I need assistance 

My first month bill was outrageous!Over 330 for two $60 phone plans, no extra charges, except for a $5 charge that occurred more than 40 times on Oct 22, the day we purchased the plans,  Of course Cesar on Koodo Assist didn’t answer the question, and then ghosted me. Now I can’t schedule a callback because the chat remains open.Someone from Koodo please call me ***-***-**90

Hi, I am trying to add “5G speed boost” for the perks for my new Koodo account, the same error message that asked me to try again after 1 hours keep showing up…. Please send some help. Also, sign up at Jan 1st, the promotion didn’t show up on the confirmation email I got. Could someone confirm with me that I will get the promotion…. It seems to a really bumpy ride for me to switch to Koodo. Everything is so uncertain….