Managing your Services

Hi I called the customer service to try to get my plan change form a 55$ 20Go of data to a an offer that Virgin was offering (old client for the internet at home) of 45$ for 20Go which an agent said I could have (if I didn't have a balance) which now I do. They refused even though they said so before...any help on that front?scared to schedule a call since the agents are down right rude...

Hi! I thought I would reach out here before I make an attempt at trying to contact customer service. I will be travelling for the 2022 Christmas holidays and I have Easy Roam added on to my plan but I'm not quite understanding how it works. When you have it added on to your plan, do you still have to pay for the $15/day fee? Or once you have Easy Roam added to your plan you don’t have to pay? Or is the $15/day fee only if you don't have Easy Roam added to your plan and you are using pay-per-use? If someone could answer my question(s) here without me having to contact customer service that would be greatly appreciated!

I requested a callback through the chat bot and scheduled it for today. I received a text message saying I'll be getting a call shortly. It's been 30 minutes now and I haven't received a call. So what am I supposed to do?

I had a prepaid account & recently got a postpaid account. On my prepaid account I had $35 , will I ever get that money back ?

So I plan to go to Indonesia. I would like to still be able to be able to receive texts for 2 factor authentication purposes only. Are incoming texts free while I’m in Indonesia?

I have a Koodo Wireless Home Phone account already. Our hub/modem just stopped working. How do I buy a new one online? I have a self serve Koodo account.

Can someone who is experienced please clarify for me my plan? this is what it says I have: just to clarify, I have UNLIMITED minutes for INCOMING calls? 100 min for OUTGOING? Anything else? The fine print of stuff confuses me 

So much time is wasted to display payment information, in order to update my credit card.An agent could solve this so quickly. Get rid of the auto-answer Robot. Protest to others about this service. Disgraceful attitude by Koodo’s owner:  TELUS Corp.At one time before Telus fired real persons working at KOODO, the employees were great, helpful, and you wanted to be here.The chatbot does not answer why one of your pages has an error message !!!!

Trying to figure out my final bill which seem higher than it should be. Have cancelled service for a couple of reasons inlcuding lack of support. It appears I might be charged for $50 setup fee even though I was 'self serve', so this might be refunded on the 2nd or 3rd bill???. Also I was billed for the inital 2 months, which I didn't expect, now partially refunded. I'd originally cancelled because it turned out I was trapped in a Rogers contract, and I was going to re-enroll when Rogers expired. The problem of a phone company that does not answer the phone seems like I won't be re-enrolling, even at the very low price I was offered from some random guy in Bangalore ($35 for 10gig). How does everyone else deal with the lack of service? This Volunteer support community is like Jeff Bezos launching a go-fund-me to pay his staff sick leave during the pandemic.

Hi,Can you receive incoming calls from Canada if you have the US Roaming Talk Booster?

Can you cancel a phone and number as you no longer need the phone or line ?

Dear All,I need assistance on how to reach Koodo customer care service.I was over billed more than  137 dollars and I had to pay it since I do not want to loose my number.All my effort to reach Koodo has proved abortive.I felt cheated.

 I have paid my bill but it still does not appear in my account. During the hurricane I couldn't make the payment, so when I paid through my bank account the day I have internet access on Wednesday, September 28, it was too late to have telephone services because I know that if the payment was made through the bank online, the payment can take 3.4 business days to arrive, but as you can see, the payment does not appear in my account and I still have no service. Please help! I forgot to add the taxes, so I paid through my bank account on Monday, October 3.I want assistance please. 

I have lived in the Hillcrest area in Airdrie, AB for the last two years, and the cellular signal is really awful - LTE is pretty much non-existent where I live, and I have to switch my cellular mode to 3G to be able to use my phone at all. Even then, I can only rely on the signal if I go outside. Inside the house, the signal frequently gets dropped.What is being done to improve the reliability of calls in this area ? Fred

Does anyone have a phone number where I can actually talk to a real human being ? Thank you 

I have read various posts associated with this issue. I have heard good things about Koodo and decided to give it a try. However, it does not seem reasonable that you are charged for days of use, when you have not yet received the SIM or been able to activate your phone. I received a bill- but, I have not yet got a SIM card, so cannot use Koodo services. I requested a call back to discuss, which I waited 24 hours for. Today, I picked up the call  as scheduled, pressed 1 to connect to the Agent and instead of connecting, I got a recording saying,  I did not press 1 (when I actually did) and the line disconnected. This happened 3 times as I sat waiting for the 2nd and 3rd callback attempts. Now I have scheduled a callback that is 48 hours out, to try again to speak to someone and have no idea if I will even get through. I am at a bit of a loss here, and I do not even have my SIM card yet. Not at all what I expected, and want to know how to get to a customer service agent, if the callback

, If I set up a preauthorized payment For the full amount will my service be restored today. 

Received a text message supposedly from Revenue Canada regarding an Interac money order coming to me. Asked to log into a spoof site that wants to capture banking info and password. Apparently this modus operandi is also being used to scam Telus Mobility customers for a supposed refund of overcharge. Sender is 999-999-9999. Would be best to block that number.  

On the prepaid $15 plan, do INCOMING calls have UNLIMITED minutes? (For example, I know if I call, I only have one 100 min, but if someone calls me on the prepaid $15 plan, are the minutes unlimited?

I have got a second line under my account for my father. If he wants to take over his line under his name can he do that and keep the same plan and number?

On September 22, 2022, I set up a payment arrangement for my outstanding balance of nearly 250 $.  My first installment was supposed to be deducted by Oct 3, then Oct 10, then Oct 21. That should have paid my balance. I don’t see any charges on my bank, although I got a confirmation email from Koodo saying my payment arrangement has been set up. Now I’m supposed to pay $300+ within 7 days or credit score would be affected and I would be charged a late $50 fee. Why was my payment not deducted? I added my credit card, and I got a confirmation. There was money in my card. I can not pay all $300+ together. Can someone please help me out. Any suggestions are much appreciated. Thank you!

I would like to find out when my monthly bill credit expires, how to?

I am outside of North America and I am wanting to cancel my plan. There is absolutely no way of getting in contact with anyone. I cant receive a call back because im out of the country and the other number I have used before to get in contact koodo now just hangs up as soon as it says It will connect you with a representative.

Hello, I’m looking at adding another line, a wireless home phone. I tried to find information about international rates and cant seem to find anything. Are the international fees the same as with mobile phones?  If so, with the International Long Distance Saver add-on, calls to germany would be $0.05 / minute?  Thanks! 

My number was not active due to long distance add on glitch can be found here Somehow I failed to pay by credit card so I did pay by bank yesterday and I know it would take 3-5 business days to effect, I’m wondering if my number can be activated in advance because I really need to use it. Thank you very much for your time and help.