Managing your Services

I’m looking to top up my data for an international trip (to the US - have already added roaming) but can’t seem to find a spot on Self Serve where I can do that...

I went I change my $15 prepaid base plan to the new one saying it now includes unlimted incoming calls, and it said in my account that I already had it. I guess my question is when did Koodo upgrade to unlimited incoming calls on the $15 plan. I changed a few months ago when it started giving the 100 minutes but needed to change plans to receive that. I only noticed last last that I had it and assumed I needed to change my account to receive it. I’m happy about it just confused when this change took place. Thanks in advance if anyone get can me a answer on this. 

I have unlimited international texting. I saw on the internet that I won't get charged as long as I don't reply to a text from Thailand. Is this true?

I was using koodo up to July and I have switched to another operator subsequently. There is a credit in my koodo account and I used to pay my koodo bill manually (Not pre-authorized payment) What is the process to get my credit amount refunded and how long does it take? 

Good thing I left Koodo since I hadn’t actually realized until now that I can’t even all the company with a question about my account.  I cancelled on July 27 2022 and have been waiting to get my refund (since my billing cycle ran until around mid-Aug). Having waited a little over 4 weeks without yet getting the credit, I figured I should call and find out what happened to my credit. Was hoping to call and speak to someone about the credit, and the callback option through the self help only provided a window on Sunday afternoon when I’m totally not available. So now the public forum can see how my issue plays out - yay!

so i just switched to a plan with 20gb a data, and i had no data before this, why wont it work? do i have to wait till the new billing cycle for it to go through?

how can I get them to call me back in some kind of reasonable time - like TODAY ANY TIME - they are open

Anyone else absolutely hate Koodo assist? I can’t get a straight answer or through to a real person by phone or online! How do I get some customer service???? 

What is the $5 Int'l Long Distance Saver add-on?What countries can you call from Canada with it? I cannot find any details on it on the Koodo site.In short, what does my $5 get me???

Is this offer still alive ? How can I get this offer ?  

This is A message I got in my e-mail.Is it a scam? 

Hi,I was wondering if the prepaid credit card charging top up is down or not cause for several days I have been trying to top up my account and this message comes up.  

I received a voicemail this morning informing me that my number is being used by a random company. As someone who never gives out my number and doesn’t answer calls from numbers I don’t know, this is disconcerting. I also have my number registered to the DNCL.I have looked up ways to combat this and the resounding answer has been essentially nothing, aside from setting a voicemail warning that my number has been spoofed or changing my number altogether. I have heard from others that changing carriers is another way to solve this.Is there something Koodo can do about this or am I again out of luck? Thanks.

Dear Koodo community,My partner has recently passed away, and had her own Koodo mobile plan. I would like to retain her number and plan for the time being. I am the Executor of her will.Is it best to reach out directly to the main Koodo number for help with this process? Thanks,F 

I just switched to a plan with Unlimited Canada wide minutes, but I just saw Usage page, and there are charges for calls. Why do I get charged?

How can I turn the data off on my sons phone?

I have lost my iPhone.  I want to disable it so it cannot be used by others.  If I notify Koodo that my phone is lots, am I protected from charges incurred by others? 

I have been trying to transfer my phone number from virgin to koodo. I followed the steps and after clicking submit, I keep receiving the same message ( error occurred,  please refresh the page or try again in 1 hour). I even tried from different phone but same issue happening for the past couple days.

Hi, I am outside Canada and have called various numbers to get my service canceled but everytime I am not able to talk to a representative. I have messaged on Facebook and twitter, no reply. Please assist. Thank you :) 

One of my lines cannot make international calls! Please fix.

Looking for call data - numbers and minutes - for the past 18 months for legal purposes. Any help in retrieving this data would be helpful. Tx

Hi there,My phone plan is currently under my ex-partner’s Koodo account.He switched to another provider but I want to keep the same phone plan. I just need to change the billing, login and contact info to my name. How can I do that?Do I need to create a new account?

Recently I switched my phone plan from a monthly post paid, to a pre paid plan. I am currently travelling overseas and intended to use it as a cheap way to keep my phone active (to receive texts or calls and return them through other means). It wasn't until speaking to about 4 people (and mentioning international travel to each one) when finally I was told that pre paid doesn't work overseas. Unfortunately by then I had already set up and paid for 360 days of service that now doesn't work. And since I'm overseas with a phone plan that doesn't work I can't set up a call back to cancel and request a refund. A supervisor was supposed to call me but never did before I left for my trip. Does anyone know if an email I can use to contact them?

I want to change my Koodo phone number due to relocation from one province to another. I was wondering if it impacts my existing Koodo plans. Is there any impact on my monthly bill due to that change?Unfortunately, I haven’t found any terms and conditions details for that Koodo phone number change process.   

I lost my phone in the US about a week ago. I suspended the account and never found the phone. I bought a new phone through Koodo and it arrived today.I re-activated my phone and changed the SIM number, and while it shows as being the SIM card for my account, i cannot get any connectivity on my phone - emergency calls only, it says. I took the SIM out and back in, but same thing. Did I go wrong somewhere?