Managing your Services

Hello, I am a Kodoo customer for past 3 years. I am currently having US-roam plan for 60$. I stopped travelling to the US now planning to switch plans. I don't see any plans less than 55$. But in my spouse account I see plans even for 30$. Can someone help me with this ? Thanks Ramya 

​Hi everyone,​I’m posting here because I am incredibly disappointed with Koodo’s customer service and I have completely hit a wall trying to get support.​I recently decided to switch from Public Mobile to Koodo to take advantage of a migration offer: $30 CAD for 100GB of 5G data. However, when I tried to process this, the discount wouldn't apply at checkout.​To fix this, I called customer service. I spent hours on the phone trying to get my provider changed and the promotion applied. After a very long and exhausting process, I was told the original offer couldn't be honored and was offered a fraction of the data instead: $25 CAD for 26GB. While I was frustrated to miss out on the initial deal, I reluctantly agreed just to get the switch finalized.​Unfortunately, it gets worse. I just checked my account details and realized that the plan actually activated on my account is for a measly 1GB of data.​I have been trying to call customer service back to get this error fixed, but I haven't b

I would like to know what is the charge for changing my phone to a different phone is there an activation fee or any other charges

Hi, I'm currently in South Korea and would like to cancel my Koodo account. I have permanently left Canada and no longer need the service. Could you please help me cancel my account?

Hello, my phone number is not working. We had asked for a three month pause on it. I see a minus $106 credit on my account but I am not able to receive calls while dialing the phone by number  I get the error. This number cannot be completed as dialed. Please check the error and try. again  . How do I get this restarted? I need to get this done urgently, please. thanks

I want to switch the free perk to "3 day international roam". I tried it online self service but it did not work. Can the representative help me switch it? Thanks.

Once again,  koodo has provided me with EXCELLENT  customer service.  On the evening on June 9 2026, I tried logging in to my koodo self serve to check that my payment had been registered.  I got a message that my password and email did ont match. This concerned me, so I tried forgot password,  to just see if anything worked. Nope, I got a message saying that service was unavailable.  I thought a temporary technical glitch.  I tried again this morning.. still had thr same issue.  So I got a call back from koodo. Forgive me I did not catch  the persons name , but he told me that they were doing some updates to the system and that is likely why I had issues.  He checked my account to make sure nothing was amiss.  All was good . 15 years and counting with koodo.  Ive been told I could get a cheaper plan with other providers,  but no thanks,  I prefer the excellent customer service of koodo.  I was concerned because , as i told the man I spoke to, it's  a dangerous cyber world out there an

I signed up and got credit approved to move to koodo for services, however I dont have a phone (lost) to answer the message to approve the port over.  I was hoping to move to koodo and then pay a phone plan on top.  Any idea how i might get this going without the yes message?

How do I opt out of being “upgraded” to the new speed?

Bought a new  phone for my son. We attempted to transfer to an iPhone 16  from his  old phone with a physical SIM. During the move, the conversion from physical SIM to eSIM failed. It did however deactivate my physical SIM so now I have no service. on either phone. Can someone assist? Thank you

I’m extremely disappointed with how this issue has been handled. I opened an account with Koodo but never received the SIM card and never used the service. Despite multiple attempts to contact Koodo and have the matter resolved, I continue to be billed, and the account has negatively impacted my credit by -70 points.  I have made several good-faith attempts to resolve this directly with Koodo, yet I have received little to no meaningful assistance. The financial impact and damage to my credit are becoming increasingly concerning. If this matter is not addressed promptly, I will have no choice but to pursue formal complaints with the appropriate regulatory bodies and explore all available legal remedies to recover any damages resulting from inaccurate billing and credit reporting. I am requesting that a Koodo representative review my account, investigate this matter, remove any incorrect charges, and take the necessary steps to correct any inaccurate credit reporting. Can someone from t

Im trying to pay $120.00 and it wont let me 

I am a Senior and my only phone is my Koodo Prepaid phone. I missed my Auto Pay payment and woke up to Account Suspended and a message  to Reactivate and add funds which I did and the payment for my plan shows under payments on my online account info. I waited a half hour and tried to call out and of course got the phone 611 message.  I restarted my phone too awhile later and waited 3 hours to try again and no luck. When I logged into my account it still says Suspended and Need to Reactivate but now a balance of the money needed for my 25 dollar plan. I click to reactivate and use that balance and once again the Success Message you have reactivated comes up and the warning to wait awhile before it shows.  No luck with service once again. The payment has cleared my bank and it shows as paying for the 25 plan plus tax to Koodo. I log back in to my account and it is still needing reactivation and the 25 dollar balance is showing in my balance again.  I get nowhere with the Chat Assist. I

I'm trying to switch to the $35/month 40GB plan through Self Serve, but every time I click "Choose Plan and Perk," I receive the following error:"It looks like you can't choose a Perk right now. Please try again in an hour."I have tried multiple times and the issue still persists.Is anyone else experiencing the same problem? Were you able to resolve it?I'm wondering if this is a system-wide issue or something specific to my account.Thanks!

I bought a 30 days travel pass that includes Iceland.. The pass was activated when I arrived. But after two days , I received a message from Koodo saying I am on the Faroe Islands (I am in Iceland)  and am being charged 18$ a day for use of my phone and data.  I tried to get help on the automated help service but no help whatsoever.  I would like to correct the situation and be able to use the pass that I paid for. 

Hello Koodo,I was on the lakeshore at Modeland Beach in Sarnia, ON, Canada and couldn’t get any signal for messages, calls or internet. I toggled my data roaming on to see if it provided signal but I turned it off immediately when it connected to the USA. I see there is a $16 charge sitting on my file and am requesting that it be reversed. I never left Canada and have my phone set to use Koodo exclusively as this would otherwise be a daily problem.

Is Alaska included in the Canada/US/Mexico plan?

My activation date has already passed. I’ve tried both coax outlets in my apartment and rebooted the modem several times. The DS light keeps flashing continuously, and the US and Online lights never come on. Could you please check if my line has been properly activated and provisioned? If the line is active, could you check whether there is a signal issue with the coax connection in my unit and whether a technician visit is required?

I was trying to cancel the service any help please 

Is anyone using a Fairphone 6 with Koodo?

Is anyone else having issues with the “Review a Charge” feature? I’ve tried both the mobile site and desktop version and can’t even get through the form. On mobile, the page either freezes completely and I have to close the browser and start over, or when I try to scroll down to the Next button, it keeps snapping back up the page as soon as I lift my finger. I spent a couple of minutes trying to scroll and tap at the same time just to reach the button. While looking through my bill, I also realized how much money I ended up paying for a line that I wasn’t even using and had already cancelled. I had prepaid hundreds of dollars on my account so I wouldn’t have to worry about my phone bill for a while, but that credit was gone within a few months. The rollover data also feels pretty disappointing. If you’re someone who doesn’t use much data or spends most of your time at home, the fact that rollover data expires makes it feel almost meaningless. If I already paid for that data, I don’t re

Hey, I need an account issue resolved immediately. Your website will not allow me to log in with the password I provided. When I try and reset my password, errors occur no matter the password I try to replace it with. I can't use your Koodo Assist because I can't sign in in the first place. This experience has been beyond frustrating and I am now actively encouraging anyone that is signing up for phone plans around me from signing with Koodo. 

I signed up for easy roam pass in UK but it is not showing on my account After I signed upKoodo said I was good to go.  I've landed and have no service. I received a text message saying I've added more data and my data was no longer paused. Don't know what that means.

Hoping a moderator can help, as the phone line only serves existing/verified customers and I can't get this looked at.A Koodo rep called and mailed my family SIM cards, and told me no service or charges would apply unless the SIMs were personally activated. My family never activated them and never used any Koodo service.  Yet an account was opened in my name, $544 was charged, and it's now on my Equifax report as "bad debt; placed for collection."I don’t acknowledge this debt and need Koodo to delete the related entry from my Equifax credit files.I've already sent a written dispute to customer service. Could a moderator look into this or point me to the right channel? I can share the account details privately. Thank you.

Can you suggest some advice for me?This afternoon I never got the 100% data used text, but landed on my account and stumbled upon a fee for 78$ (looking at data usage that was a period of 20 minutes!) and see that my data had been used. To be clear, I knew I was getting close to my limit (my home internet wasn’t working, but I checked at 10:20 and it said I had less than 29GB used but that must have not been quite right because I started getting charged at 10:31.) I had been poking around trying to figure out how to TOP-UP my data. Nothing was working.I am worried or wondering it I may have clicked on something I shouldn’t have without noticing… I went onto a short work teams call, and then went back to trying to sort out the top up and stumbled upon the fact I had 78$ of charges! I’m really hoping someone can help me sort that out -- I have never gone over and am always vigilent and maybe made an error this time and hope there is something that can be done.