Managing your Services

Hello,Is it possible that my device got locked out by Koodo?I had an issue with a first prepaid SIM card with my phone. I bought a second prepaid SIM and it wont register to the network. I tried inserting that new SIM on a different phone and it worked. I’m sure they can block a SIM, but can they also block an IMEI?Does any one have an idea?Thanks!

Hi, I’m having a hard time updating my shipping/billing address. I have a rural address that the system doesn’t recognize. I emailed Koodo and a few days later received a reply saying it was a Canada post issue. I talked to two Canada post representatives and both confirmed my address was in their system. They said they receive a few calls a week for this very issue. Would it be possible for a Koodo rep to get ahold of me and we could get the address manually put in? I ended up getting 2 phones in store and paying a $50 activation fee that I was really trying to avoid but I couldn’t seem to get through to Koodo to talk to a representative. Finally the last email said “the request was unfortunately outside of our scope” and that I’d have to go through Koodo assist or schedule a call back. Which I found almost impossible to line up. Any help would be greatly appreciated.

I recently travelled to Mexico and then the US. I was gone 19 days.When I was at the airport in Canada I turned my phone to Airplane mode and turned off cellular data. I never turned it back on until landing back in Canada. (each easyroaming day says “1 minute” from the country). My bill has 5 days of EasyRoaming charges. 4 for Mexico (not consecutive) and one for US. $67+taxI scheduled a call. Alex kept me on the phone for 30 minutes. Eventually he offered me $8, $15, then $20. I said no. I want to speak to a supervisor.He said the supervisor would call me back. in 2 hours. I have not received the call.This is predatory. The CRTC needs to be informed of this practice - although I am sure they are aware.How do I get this charged removed? 

Hi, Just got a Koodo account.When is the payment put on my credit card? On the payment due date? Thanks and have a good day 

so I received my first bill, however have NOT received the SIM card to put in my phone,  I certainly am NOT paying for a service that I am not able to use 

Trying to transfer my number from the old provider, I went to the website I was directed to, signed in, and all I can see is a small blue rectangle in the middle of the screen. Have tried multiple browsers on desktop and phone - same result. 

I signed up for the $30/20GB plan at Mobile Klink but my bill is showing a total of $50.62. Can someone please help me and explain why I'm being charged so much.   

Hi, can a rep please look into this for me ? Thanks in advance.I too have incorrect credit amounts. Signed up for the $30, 20 gig deal, currently seeing $17.70  & $4.42 as the total monthly credits. Also, i could not sign up with my koodo self serve registered email as was repeatedly getting an error upon registration for this community. I had to create a new email address with a different domain just to post here,  so will have to forward my correct info. Thank you.

I visited a Mobile Klinik store on Nov 26th and ported over 2 lines to Koodo on the $30/20gig plan. I had an issue with account creation and was able to get a callback from a customer rep to setup my self serve account. After that issue was sorted, I asked the customer rep to confirm that I have the bill credits being applied to both my lines because the paperwork that I signed listed $55/20gig and the sales rep said that Koodo would send me an email detailing the credits for my account. Never the got the email and the koodo rep who checked my account said that she could only see one line getting the bill credits to but that my second line isn’t showing any bill credits.I’ve been trying to schedule a callback with koodo for days to try and talk to someone to sort out my issue and been unable to do so since they don’t seem to have anyone working to call customers back. Tried a koodo customer care number but that just tells me to use the website assistant which is utterly usele

I’m running into a problem as others have posted here and it has been happening ever since I switched to Koodo.  When I log into Koodo’s self serve portal, click on any menus for example “Usage”, I get a completely black screen or Application Error. I tried this on multiple browsers, computers, and phones, all with the same result.  After scheduling a call with Kood(which takes days) , I was able to speak with a koodo representative and the issue could not resolved. Very annoying and disappointing! Clearly there’s something wrong on Koodo’s web server. This was reported months ago and Kood still hasn’t done anything about it yet. Thanks!Leo

I am attempting to transfer my old phone number from Fido to my new Koodo account, but when I try to do in self serve it skips passed the option to select a number to port and says I successfully ported my Koodo number instead. Has anyone had this issue and if so what was required to fix it?

Hello!I have permanently relocated outside of Canada and I would like to cancel my Koodo Subscription.I have seen this thread. However, I do not have have a Facebook or a Twitter account. How can I go about cancelling my Koodo services in this sutation?Thanks!

I am currently with FIDO. I ordered a new phone and plan from Koodo on Black Friday. The phone is scheduled to be delivered today. I am actually out of the country and won’t be able to activate the phone and transfer my existing FIDO number to KOODO until the 9th but when I logged in and looked at my account I noticed that my billing started on the 2nd. I am paying for a full week of service I am completely unable to use and for which I won’t have even put the sim in a phone. This seems like an unfair billing practice to bill before the phone is received and saervice is transferred.

I’d started an account for one line, with new phone earlier in the year then added another with a new phone on Black Friday for another family member. The next day I decided to order another SIM card to switch my phone from another carrier. currently my account shows the two new phones/lines on it, how do I add the third one (with my transferred number)? when I log into the Koodo change my number link it only shows the first 2 new phones/numbers as options to work with. 

I recently left Koodo and joined Virgin. My account is still active because I have to pay my last bill + some early port out or upgrade fee, not exactly sure what it was. Anyways, if I was looking to return to Koodo, would I be able to get my old plan back?Thanks

It is been 4-5 days I’m not getting any calls after porting number to Koodo. I have tried to call on 1844 232 7687 and it says there is no active transfer request on my phone number. Please look into this at earliest.Have restarted phone many timesReinserted SIMbut still it is not working.

This is the worst phone company to try and deal with. I haven’t been able to speak to a human for 1.5 months have tried countless times! So terrible. 

Hi, my old plan was 4GB for $45 a month, and I keep going over that. So I upgraded to 10GB for the same $45 a month. My cycle ends in 7 days, and I don't know if I have access to that 10GB (6GB remaining prorated) for those 7 days or if I'm paying for extra data? I know I had added some for $17 dollars yesterday, can I remove that and just use my new data?

Hello,First off, WTF Koodo? Why can’t we speak to a person? The ‘assistant’ is utterly useless. I managed to get a call back appointment for 2 days later last week and no one called…So the problem is: my employer wants to pay for my phone, I would like to keep my name on the account and have it billed to them. Is it possible? Thank you,

On Nov. 29, I was driving on Hwy 3 to Rossland, BC and was close to the US border  then on this month bill I was charged $11 Easy Roam for the day. Can this  be reimbursed? I tried to get help from the Digital Assist, but no help. Thanks.

Confused over “add a line” and/or “share an account” when looking a plan add-ons. Trying to find out if I can add my wifes phone and number to my account and how much extra it would cost per month. Ideally we would like to share minutes and data as she seldom uses her phone and I have more than what I need. Not sue if this scenario is possible with Koodo and if so what pan or add-on is it called.

Helloi have suspended / canclled my services since October 2023. I no longer use my Koodo phone number. still I got the bill for November. I want to connect to customer support but can’t connect via USA phone number. Instead of cancelling my account I got an email from Koodo community that my account is activated!!!!! Cannot handle this in professionalism. I want to stop all the services and cancle my account asap. Need to get rid of November bill. 

Can you please check my November  bill brcause i already pay last November  14 , amounting  80.19November  25 amounting  77.62And still I have pending bill ...Thanks .

Helloi have suspended my phone lines from October 2023. Still getting charged and got an email that account activated. Please cancle the billing and activation. I donot want Koodo phone!!!!!!!! Treat this urgently!!!

Is anyone else getting a "This service is unavailable right now" message in the usage section of their accounts? I've cleared cache, switched to Incognito mode, tried various browsers and it's always the same message. This has been going on for about 2-3 days now. I'm completely at a loss.