Managing your Services

I switched to another plan, and you promised me a 10 CAD discount monthly after this. But I get the same bill amount still. Why?

I signed up for Stream+ Basic last year, but never clicked any of the links I received by email to set up my Self Serve account, and now the links say they’re expired. I haven’t been able to find any other way to register for an account.Thanks!

Hi,I need my monthly invoice correction and have $32 removed for easy roam when i was NOT in the states yet live near the border. You know the drill.Please have them removed.Cheers,Marisa

Hello,  as there is no Costumer Service phone number,  how do I update my profile name  as it is wrong. When I opened the home internet  account,  the representative did not do it correctly.I have tried on Self care,  but no options.How can some one from Kodo help me?Thanks in advance.

I want to switch to this plan.  It says it has USA roaming, but you can add it as perk?? I am confused.I just want to know that I wont’ be charged roaming while in USA or Mexico on this plan. Thanks 80 GB of Shock-Free data at 5G speed Canada-US-Mexico roaming with data, talk and texts Voicemail Conference Calling Call Display+ Call Waiting Additional data $13/100MB Unlimited International SMS Pick 1 FREE PerkPerk options:Premium Voicemail Rollover Data Unlimited Long Distance Pack 5G Speed Boost 3-day Easy Roam US 3-day Easy Roam INTL

Every time I try to schedule a call back the site displays “xavlab.xyz refused to connect” and that’s it.What hapenned to being able to call a human?I need to get my plan changed to something that ISN’T available via self-help.How can I talk to a human? 

Hi everyone,I just recently joined Koodo and ran into a perk issue. When I selected “Unlimited long distance,” I received a message saying “Your plan has been updated,” but I never got a confirmation email. Also, the perk does not show as selected in my account.I’ve tried going through the change‑perk process and selecting a different free perk, then went back and re‑selected my original option. However, it still isn’t working.Has anyone else experienced this? Any ideas on how to get it fixed? Thanks!

Hi I am a new customer.  I am trying to add a free perk of 3 day easy roam International.  I added it in in self-service, but it never really registered.  I tried nearly 2 weeks now, nothing works, it keep saying I need to add a free perks.  Can anyone help? Thanks.

I was just told by a customer service representative that there is no internet plan that has the Boost Wi-Fi 6. Is this true?Boost Wi-Fi 6 and Boost Wi-Fi 6 Lite are both listed here:https://www.koodomobile.com/en/help/understanding-your-modem-and-routerIf its true, why are they both listed? Were they available at some point?

Recently, I was looking at the available options for perks. I never confirmed the one about international calls, and yet they added it to my account and they’re now charging me for that. You can even see I never used it and haven’t been even in Canada these days!!I hate it when Koodo plays these tricks.

Hey Koodo, I just arrived back to Canada and am currently looking for a job and being bombarded by payments. Could I please get the first time payment waived as I’m not in a good place financially right now? Thank you Samantha 

On March 28, 2026, my phone activated Easy Roam when I had not left the country. The charge needs to be removed from my phone.

I signed up for Amazon Prime yesterday as an add‑on through my Koodo account. I placed an order on Amazon the same day and received free Prime shipping, so the subscription initially worked.Today, when I tried to sign in to Prime Video, I was told I don’t have a membership. When I check my Amazon account, the Prime subscription is no longer showing.On Koodo’s side, the subscription is active, but on Amazon’s side, it appears as if I don’t have Prime at all.

Hi, I need help with a billing issue. I originally took a plan that was around $38.42/month including tax, and I’ve been paying that for months.Recently my bill increased to $44.07 and now $51.98, and my account is showing the plan as $46.00, before tax.I did not request any plan change, and I didn’t get any clear notification about this increase.Can anyone please explain this?

Looking at the new plans I see this plan, wondering if it has unlimited Talk and text? Or is it basically pay as you go with included roaming?wondering if it’s a good plan to switch to as every is the same as my current plan, (current plan unlimited talk and text in Canada) with added roaming. If it’s not unlimited talk and text then it’s not the same and jot worth it. Canada-US-Mexico roaming$50.00 with data, talk and texts80 GB of Shock-Free data atper month5G speedwith auto-pay by Unlimited International SMS ^ bank accountPick 1 FREE Perk from options like 3-day EasyRoam INTLIncludes discount of $10/mo when you set up auto-pay by bank account80 GB of Shock-Free data at 5G speed Canada-US-Mexico roaming with data, talk and texts Voicemail Conference Calling Call Display+ Call Waiting Additional data $13/100MB Unlimited Internationa

Hello,I’m trying to downgrade my Stream+ subscription from Stream+ Basic with Netflix Premium back to Stream+ Basic. (I’m not sure when it was upgraded, but I noticed the change recently.) When I select Stream+ Basic and save, I receive a “sorry to see you go” message. However, when I refresh the page later, it reverts back to the Premium setting. When I try again, I sometimes get the error: “It looks like this part of the page couldn't load.”I’ve been trying to resolve this for a few weeks and have also attempted to call support, but the calls always get cut after I selected on the menu. Could you please help downgrade my subscription and ensure the change is applied?Thank you.  

Hi i got disconnected cause was late fir my paiment but i did sent 200 last week and still no service . I cant login to koodo cause i never register i always pay through my bank account. Now im trying to get a hold of someone but this f$#%# robot wont help me the right way

I was charged twice in January because they said I didn't pay in December when I did**edited by moderator: screenshots removed as they contained personal information

When I call received from India on Whatsapp then voice or video cracking always while driving car or walking etc. outside home or town. 

I want a callback 

How do I find my Home Internet Account Number?Home Internet is the only product I have. It’s not listed under my Self Serve dropdown menu.Thanks

I recently ported both my number and my deceased wife's number from PublicMobile to Koodo. I initially ported my number to a new account using an eSim. Once I knew that process had worked I started to transfer my wife's number as a second line on my account. Initially I acquired a new number for her again using an eSim. Once I saw that the new number / account was active I initiated the xfer from PublicMobile. When that completed successfully I saw that selecting the Android option Settings / Network / Sims still displays the new number assigned during her account creation, not the ported number. Calls made however do use the ported number. I've followed as many of the guidelines as I can; entering and exiting airplane mode; rebooting; powering the phone off overnight and nothing has helped.I've spent time working through the AI help trying for assistance or ideally to speak to a human being to no avail.Any suggestions?   

My account is no longer in service, but I have credit balance, I need help to get my refund,

Hello, I changed my Koodo mobile prepaid plan to monthly plan from April 4, 2026, and on my billing page I can see the billing period is April 14 to May 13 but including the partial charge from April 4 to 14, $41.20 in total, which is correct.But the question is, I received the bill of that amount ($41.20) today (Apr 15) and the due day is May 8 (this is also shown on the summary of the billing page).This is strange, because as a monthly plan, shouldn’t the bill be received after May 13, and the due day be around May 28 (May 13 + 15 days)?Could someone help to explain this?Thx.

I need to speak to a real person and I can't get the self service to work. Any ideas? Thank you  I need to figure out when the roaming plan will show up on my bill, and whether it will activate when I go to Europe