Managing your Services

Hi Koodo Community team,I am writing this post out of pure frustration as I have been trapped in a "cancellation loop" for my home internet service.The Issue: Website Failure: The self-serve portal does not allow for online cancellation and directs me to call. Unreachable Support: I have spent hours on hold. Most calls never connect. The Transfer Trap: On the rare occasion I reach an agent, I am told I need to be transferred to a "specialized department." Every single time, the transfer either disconnects or puts me back into an infinite queue that never picks up. I have already attempted to resolve this multiple times via phone and chat with no success. It is unacceptable that a customer is forced to keep paying for a service they cannot cancel due to non-functional support channels.Action Taken: I ha

I was charged for roaming in Thailand but I did not use my phone there. I did have my sim card taken out and then put back in. I have charges for the UK and I thought it was just used for 24hrs so can that be verified. Thank you. 

I’m honestly frustrated with how hard it is to reach a live support agent at Koodo.If your phone isn’t working, how are you supposed to use chat or Self Serve? Not everyone has a computer, tablet, or backup phone. For many people, their mobile phone is their only access point.The current system also isn’t realistic for:Blind or visually impaired customersPeople with cognitive or learning disabilitiesSeniors (flip phone) can you imagine?Anyone who struggles with long chatbot flows and limited menu optionsYou’re forced to pick an option that almost fits your issue just to move forward — and it usually doesn’t. That means repeating yourself, getting generic answers, or being sent back to Self Serve in a loop.Live agents shouldn’t be hidden behind chat mazes.Accessibility isn’t a “nice to have” — it’s essential.What Koodo needs to fixA clear, visible way to reach a live agentAn accessibility support opti

On my recent bill, it says that my plan is going to increase from $34 to $46 in March 2026. However, I am still on a 2-year deal with Koodo. I signed up in November 2024 (black friday) and I still have a tab bonus remaining until November 2026. It was my understanding Koodo could not increase my rate while I am still on a 2 year deal? Weirdly, when I go into my Tab info, it says: $NaN for my tab and also says “Heads up! Your final Tab charge will appear on your Feb 6 - Mar 5 bill” But under Tab Bonus, it still says: Tab Bonus balance:−$194.58Tab Bonus reduction: $21.62 / month

My account got canceled due to payment recently and I paid off everything ; I was wondering if I can reactivate here 

I received my first bill for #35 instead of $28 as promised. what’s going on?

I have two incorrect charges for easy roam again. Please refund my credit card. $96 and $256. I have done all of the recommended procedures but my phone still picks up US towers and I’m charged for roaming. You will find that i have not left Canada. Thank you kindly 

Why am I waiting over an hour with no answer to cancel my service? When I finally get a hold of someone they tell me they have to transfer me to the right team but no one picks up. Cancel my ****** account. NOW.

Texting CAR7PASS to 7626 does not work. It comes back and says it's an invalid code.  I want to add it for a trip to Mexico, I already have easy roam.

i have Stream+ Premiumi’m in Ontario - is Telus TV+ supported here?i search for Telus app on Firetv - find it & clicktakes me somewhere else, not the Telus TV+ app! 

Hi.  We are travelling to Europe for 33 days starting in mid April. Can we activate the 3 day international free travel perk and then purchase the 30 day international travel pass to get 33 days of coverage? Has anyone done this. I’ve seen both yes and no to this question.  Thanks for your help. 

Elderly mother in law accidentally paid her Koodo account that is set up for auto pay. What happened in a case like this? We don’t need a refund, just carry it over to next month.

I signed up for a Mexico Travel Pass $60 7days. I received a confirmation email from Koodo for this plan. However I have also received a text from Koodo informing me I will be charged for $18 a day Easy Roam when I arrived in Mexico. Has anyone else had this problem? How do I make sure I am not over charged.

I have Koodo number but currently I’m abroad, is there any way I can call back to my Canadian fellows from Kazakhstan?

The stream+ package from Koodo does not include any of the sports channels that are offered by Telus. Is it possible for a Koodo customer to get the Telus channels? More specifically, I am interested in receiving the golf channel, TSN, and Sportsnet. 

I'm traveling to Hawaii and I currently have a canada US roaming package  is Hawaii included in this package?

Hello, I was wondering if Puerto Rico and the USVI are considered part of the United States under the Canada-US-Mexico plan, which was offered during black Friday and Boxing Day? Thanks!

With this plan, do you turn data roaming on when you’re in Mexico or the US? 

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

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

Can I use koodoo just for the phone plan, like paying monthly to get the phone, and another provider like Rogers for the data plan.

If I have selected  “3-Day Easy Roam US” as my Perk and also buy a 7-day Easy Roam Travel Pass, does that mean I can use my Koodo data in the US for a 10-day trip?Thank you!

Hi,I want to get some clarifications regarding the Black Friday deal of CAD/US/Mex roaming - 60GB  deal: Plan:  Black Friday plan Canada US Mexico roaming with data talks texts 60 GB ($40 after $10 discount with connecting to chequing account). Calling/Texting/Data in the USWhile in the US with the Koodo Canada–US–Mexico roaming plan, can I make calls and send texts to US numbers without extra charges?While in the US, can I still make calls/texts back to Canadian numbers as part of the plan?While in the US , can i use the mobile data ?Calling/Texting in MexicoWhen I’m in Mexico, does the plan allow me to call or text Mexican numbers without additional fees?While in Mexico, can I also call/text US and Canadian numbers using the plan’s included minutes and messages?While in Mexico, can I use the mobile data ?C

I am currently on Fido and was looking to move to Koodo. But before I move, I wanted to know if Koodo supports International Wi-Fi calling. I travel quite a lot and would prefer not to incur any roaming charges while making calls over WiFi internationally.

Got a text from “401-0” saying to call 1-866-558-4151 to redeem a new and exclusive Black Friday deal. Is this legit or scam?