Managing your Services

I live in a remote community that I have to use wifi calling a lot. Was on a prepaid plan but Koodo doesn’t offer wifi calling on prepaid plans. I switched to a monthly plan, did the transfer number but I never get the email to respond yes to the transfer. Somebody please help!

I am now 15 days in with no service from koodo internet even though it tells me online that my service is active…. i had a tech come in as well and could not solve it so i got another callback and they said they would send  new equipment…..I was told i would get new equipment on the 9th then the tracking number said the 11th and i had to call and see why i still don't have it as of the 14th and the tracking number said no estimated delivery time and I'm now told it will arrive on the 17th after calling the shipping company i know that the shipping company is more at fault on this part then koodo but you pick the shipping company and don’t supply your technicians you use with spare equipment that is on koodo not to anticipate the technicians needing this.The amount of time im spending on hold with people and call backs is nuts i should be being paid or discounted at at least minimum wage with how much time of mine has been waisted! the communication has been SOOOOO BAD!

I am an existing Koodo customer. How to I access the 360 Day Plans? Or do I have to cancel my service and sign up as a new customer with new sim card?    

Hey Koodo, I have been a customer since more than two years, I have recently moved to a new place and have bought Koodo home internet plan on Nov 29th and have received a modem and router on the 2nd dec I did connect them on the same day. And on 3rd dec I had technician appointment which he never showed up and neither I got any calls. Then next day I called koodo assist and schedule another appointment on Monday. But the same thing happened, no one showed up and I didn’t receive any calls. So I end up calling them again but this time the agent tells me that you don’t need a technician to set it up, he will activate it directly from that and my wifi should start working in a day or two. And he will call me back once it starts but then again I didn’t receive any calls. So I end up calling Koodo assist for the forth time. This time the agent told me that on the Dec 16th my wifi will start for sure. So at this point I am waiting for that date to arrive. And if it dosnt sta

Why does Koodo make it so difficult to contact customer service? It’s unacceptable. Koodo’s chat is completely useless, and their AI is garbage and just goes in circles. It's very frustrating and annoying. I guess I know why the internet is so cheap, you get what you pay for. Koodo’s online account management is very basic, you can’t view your internet usage, or any of the equipment or anything else. You can only pay by credit card, and that’s just wrong. Koodo’s billing is complete garbage.  If you have a VOIP home phone, you can’t use it with Koodo because their router only supports two slots, the modem and the Ethernet cable for the computer. Epic failure. Customer service has long wait times, if you try and call. Overall, I’m not impressed. I’ll probably just cancel my account in the coming months and look for a different provider.  Honestly, it’s not worth the time or money. Tech support can also be useless. 🙄

Received text message with exclusive offers available until December 26 2025. When logging in through the app, website, or link in text none of the offers mentioned are actually available? What’s the point of sending fake offers? Other than convincing customers to finally leave for another provider?  

Account number: **82I have requested the cancellation of my Cellphone plan on Nov 27, 2025 and still being charged on Nov 26 to Dec 25 Bill for $40.32I would like to get refunded for this month of payment after cancellation. Thanks!

I have had this issue for three days already. My home internet keeps dropping off and picking up again after I restarted the modem. The problem keeps on happening for about 5-7 times a day. It's so frustrating. Any advice? Thank you.

I have an easy roam charge on my latest bill when I did not leave the country (I was visiting Victoria, BC). How can I get this charge reversed? Thanks!

I want to share a frustrating experience I had with Koodo customer service as a new customer.I spent almost 2 hours with an agent named JERLIN VIDAL on one day, and due to a system issue, we agreed to reconnect the next day. When I contacted support again, I spent another hour, and the agent still did not provide the phone number we had clearly agreed upon.Despite this, the agent processed the order without my confirmation, set up an eSIM, and charged my account. Later, I noticed the number was different from what was agreed. Because of this mistake, I had to cancel the order.While a credit was provided, the entire experience felt unprofessional and careless, and it wasted a significant amount of my time. This is not the level of service I expect.Sharing this here so others are aware.

Hello! I am a monthly customer. I’m trying to set up an eSim on a new phone, but since a family member and I have linked accounts, I changed it to my email on self-serve. When I did that I was immediately logged out; but neither my email nor the previous email work with the self-serve password, which I never changed. Also, the password and email recovery requests don’t work. And yes, I have checked spam folders and tried logging in on a different browser and in incognito mode.  I do not use a VPN.I can’t request a human rep without logging in either. Help!

Hello, I did everything right and the LAN light is red and it cannot be detected  

I am on my second full billing cycle of having pre-authed payments go through. The first month I received the $10 discount on each line, but no on Dec 1st bill, the discount isn’t being applied, and I’m being charged full price for the plan.

Hi, I seem to be having an issue with one of my phone plans, I am unable to choose a perk and just because of this error I am unable to change to a different plan within my online account. I have two lines on my account, one is perfect with no issues and the other is the one that I can’t seem to choose a perk and because of this can’t change plan as well. I have tried many browsers on many devices with no luck.Please if you can help me out. Thanks.

I have spent over two hours on hold on two separate occasions attempting to cancel my service. Your self-serve system does not allow cancellation and forces customers to call a sales representative, which raises serious concerns.I have also experienced two technician no-shows and have been without internet for over two weeks. At this point, I no longer wish to continue with your service.I am requesting immediate cancellation of my account, with no further delays or attempts to retain my business. Please confirm the cancellation in writing. 

I looked at my invoice for the upcoming month and the total owed and the breakdown of the bill are not matching up. I can't get through to anyone and the koodo assist chat is not helpful. 

I was charged roaming fees while still in Canada -  please remove them from my bill 

I received a mail from Koodo that my preauthorized payment was declined by my bank 6 days before due date, and I would be charged for the NSF fee, though it was still not overdue. You can not charge me an NSF fee of $50 , since my due payment date is the 19th of December, meaning 6 days more left. I have been consistent with paying my bills and I do not accept that fee.   

Hi, I signed up for black friday since it was a good deal and have regreated it since then as nothing had worked so far.I have yet to receive my SIM card and the internet setup was a total disaster.I got Koodo Assist to schdule a callback to cancel all my service, where the rep said he was going to transfer me to another department for cancellation and it’s been an hour since then.Is there any other way to cancel or get a hold of rep? I am super frustrated at this point. 

It’s honestly ridiculous how this company handles communication. I’ve been trying to cancel my internet subscription for two hours, and no one answers when I call. When I use Koodo Assist and request a call back, they call me immediately, but the automated system says they will call me again, and no agent ever speaks. When they call again, they suddenly say, “Oh, your request was about the internet?” even though I clearly stated twice what the call back was for.Then the agent tells me to wait while they connect me to the internet department. I waited for another hour, and again no one answered. What kind of call back service is this, where you still have to wait an hour on hold, and even then no one helps?I want my internet subscription canceled as soon as possible so I can be done with this company and their terrible service.

Hello,I need a letter of good standing / account reference letter for my Koodo mobile account.The letter must confirm:• my full name• my account number• how long the account has been active• that my account is in good standing with no overdue balanceThis is required by a Canadian utility provider for a security deposit waiver. 

Hey guys... I have the money for this month's internet billing ready but I don't know when Koodo will take it.I paid for Home Internet on November 5th and my activation date was November 17th.I don't want to leave money in my card for the next 3 weeks in case someone else bills me.Will they collect this month's money on the 5th or the 17th... and if they try to collect and the money isn't on the card yet, will they give me time to pay or cut me off?

Recently signed up with koodo as a second line on my wife's account. Price offered 25$, a good deal.  I didnt start on the billing cycle date so I was charged for 16 days of the month. I was charged 20.37$ though for just 16 days out of the month. Even on the koodo website it explains prorated charges and it clearly states an example that if you habe a 60$ plan the you pay 2$ a day in prorated charges. I even called them but they couldn't explain why I wasnt charged according to thier websites description and didnt even help out and adjust it?Im curious how could they have came up with 20.37$ for 16 days on a 25$/month rate?  

I just did online upgrade plan only,  the new plan before I clicked confirm button is different than the final one. And it’s a downgrade one with even higher price. What a scam, and I need an explanation please.   The final plan I got is $40 with can only and 20G. I rather stay my old plan seriously.  Someone please help.   

Hello,my wife bought an Easy Roam 30 day travel pass for Europe as we were cruising around Europe. We understood that it would activate as we reached England and used the phone there and it did. We also understood it would expire after 30 days and that if we were to use the phone after this we would be charged the Easy Roam daily charge.The problem is that a new charge for a 30 day Euro travel pass keeps being added to my wife’s monthly bill. We’ve been back in Canada for nearly two months. The October bill was really high, but we thought possible that we incurred some extra roaming charges, even though we tried to avoid these at the time. The November bill came in with another charge for a 30 travel pass and we haven’t been anywhere outside our hometown all month. This item seems to now be added to her monthly bill and there seems to be no way to remove it by ouselves.The Self-Serve site suggested I used the Help Assist, but there is no option to cancel this pa