Managing your Services

I am writing to express my concern regarding an unauthorized rate increase on two of my mobile lines. Despite reviewing my records, I have received no prior notification of these changes, aside from standard electronic billing statements.Furthermore, while I currently maintain four lines and was recently offered a promotional rate of $30 per month for additional lines, the monthly charges for my existing service have increased instead. I would appreciate a detailed explanation for these adjustments and a correction of my billing to reflect the agreed-upon terms.

Been trying to contact the internet support whole day but was send all around with no solution. I need to WFH tonight i need my internet working tonight> Please help!!!!

I have received 5 bills since the start of the year demanding payment but I don’t have an active koodo account.  This is killing my credit rating.  I can’t log in to my old account nor can I receive verification codes.  The only thing I have is an account number.I am also not getting callbacks from Koodo

Dear Customer Support Team,I am writing to report an urgent issue regarding my recent number transfer from Rogers to Koodo Mobile.I purchased and fully paid for a yearly plan in advance and opted for an eSIM. However, while attempting to activate the eSIM, I am receiving an error stating that the QR code has expired. Unfortunately, I am unable to generate a new QR code.This situation has left me completely disconnected:My previous network is no longer active The eSIM is not installed on my new device I am unable to receive OTPs or calls on my number (+****89) I cannot access customer support via phone due to lack of serviceThis is extremely urgent, as I require my number to be active immediately.Account Details:Account Number: *****30Phone Number: +****89I request you to:Immediately issue a new eSIM QR code, OR Provide an alternative way to activate my eSIM without requiring OTP access to the inactive numberPlease treat this matter as HIGH PRIORITY and resolve it at the earliest possib

How can you apply for it i need to know i on with odsp and this bill kill me 

Hi everyone, I am just wondering about 5G and 5G+ data speed. There has been a new tower installed near my house in the recent months. My phone, a Samsung Galaxy S22, is picking up 5G+ service.I received a text message from Koodo yesterday stating that over the next 6 months, the speed will be increasing upto 1GBPS.Now, is the speed increase to the 1GBPS apart of the 5G+ network or is it on the 5G network? If only apart of 5G, what is the benefit of 5G+? Thanks, 

On the current promo for koodo internet 100 for $40 for 24 months,   are there cancellation fees for early cancellation?    How much is cancellation fees?  Is 24 month the on contract or not?

Can I buy a new tab while I am on a Happy tab plan with koodo for an existing number ? Tab balance is zero. Will I have to return the previous phone if I buy a new one before the 2 year period ?

I cancelled my Koodo service and switched to other network. Why am I still getting charged ?$9 were deducted last month from my account and now again I have received an bill , why ?

I received a text message from 4799 saying that  Koodo received a request to transfer my number to another service provider, which I didn't. What is this about? Could you check on that. 

My internet connection has been going off and on all night and morning. Multiple times per hour. I downloaded the Kodoo app, but all that doesn't tell me anything except I have no internet. It's extremely frustrating trying to work and being kicked out time and time again. Does anyone know why this is happening today? May 20th 2026. 

Hello could you double check this with my account? Why my latest billing doesnt reflect the discount for pre-authorized payment? So i got a higher billing for the current month. Could you fixed it? Im an in back plan and they have promise that no sudden change in my plan rate would happen again. Why is it i am having a problem again on my bill?  **edited by moderator to hide personal information . Feel free to include the images again, however, make sure to hide any personal information like complete name and personal phone number. 

When I first signed on with Koodo they sold me on the idea of the premium Stream+ and not having ads in the available streaming services. Only to find out that this isn’t true. I need to pay Amazon $3/mth to remove the ads on their streaming service. Why isn’t Koodo up front about this?? Why am I paying for a service that I’m not receiving? I’m not posing a question here. I’m just not pleased with the misleading advertising from Koodo’s website, phone reps and in-person interactions regarding this issue. 

Hey there,I got an email from koodo stating the following.“Starting June 15, 2026, the subscriber on your account with this phone number that is using a 3G device will be charged an additional $5/month for 3G network usage due to rising costs to maintain this network, which is being planned for shutdown. This charge is avoidable by switching to and remaining on a compatible 4G LTE or 5G device for your mobility services. Once the device switch has been successfully made, you will no longer see this amount on your bill.As part of the small percentage of Koodo customers impacted by this change, to help make this switch easier, we have device financing options from $0/mo and $0 upfront plus taxes when activating select rate plans with a 2-year Happy Tab. Call 1-866-975-3052 or visit your local Koodo store to ask about compatible 4G LTE and 5G device options.”Now, i am Not using 3G and my device has been on 4G and 5G plans. I’m curious as to why they are telling me my device is 3G and they

I traveled from Montreal (Eastern Time Zone) to Seattle (Pacific Time Zone) on 28 March 2026.I made sure to go into Airplane Mode before 11:59 PM Pacific Time on 28th but Koodo still charged me for Easy Roam on 29th because they seemed to ignore that I was in a time zone 3 hours later.This is the 2nd time it has happened and i tried to contact via Assist but got nowhere because of limited options to try to communicate the issue. incredibly frustrating.How can I get to speak to someone at Koodo to rectify this extra Roaming charge?

Last billing I set up automatic billing and it even confirmed it for me. Now this month, it didn’t take my payment so now I have a past due charge on my bill even though I took the steps to not have to worry about typing in all my banking information again. I want to pay my bill but not the additional charges since I’ve already set the authorized payments up but it didn’t go through on koodos end.

Hi. Kodoo shut off our family data. Which is pretty wild considering we had no texts or emails regarding data shut off and now our services are shut off. If you want your money I’m going to need you to switch out data back on, considering my boyfriend is trying to pay his portion of the phone bill but is at work with no data. Once the data is put on and he can access the internet you will have your over due balance. 

How do I change my credit card on file

Why doesn’t Koodo allow pre-authorized $10 discounts on credit card payments?

I tried many times but It says downloaded but each time I got nothing to see  

When does the Device Care Complete start:when you receive your phone from being shipped? or When your old phone information gets transferred over to the new phone?

Hello,I changed my phone plan to one that qualifies for $10/month discount with auto-pay by bank account and setup pre-auth payment to my bank account last month.I checked my latest bill and noticed that the discount has not been applied.How can I get this rectified? Thank you.

I have Koodo physical SIM in iPhone 8. My new iPhone 17e needs eSIM. iPhone 8 cannot do Quick Transfer. Please give me an eSIM voucher or QR code and help me do a SIM swap to keep the same phone number.

I signed up for internet because someone came to my door and promised me 500 Mbps for the same price. Later, I received the paperwork, and surprise, surprise — it showed only 100 Mbps. What a beautiful beginning.Today, I called because my internet keeps dropping and reconnecting, especially when I go upstairs or to the basement. The lady on the phone very kindly told me she could not help and simply suggested that I should buy Wi-Fi extenders for the basement and upstairs. I was expecting someone to come and check the connection, inspect the modem, or replace any faulty equipment. She told me that another lady would call me back to discuss the matter. Of course, nobody called. No surprise there.But THE REAL CIRCUS STARTED ABOUT AN HOUR AGO. While I was busy doing my work, I received an email saying that “upon my request,” my internet service had been cancelled effective today.Upon my request? Really? Are you serious?So now, not only was my issue not fixed, but my internet was cancelled

I received koodo internet in the mail today after it came late because they didn’t include my unit number and I don’t have a coax cable to set up my home wifi as it’s a brand new apartment building. Ive been trying to get into contact with someone from koodo to help me set up my wifi as i’ve already been here a week without it and i’ve gotten barely any help. Someone from koodo said I have to wait another day to receive a callback to confirm a technician to come in but i’m disappointed with this service, after waiting this long to set up my wifi and for them to not send me correct equipment compatible with my new apartment is frustrating. Now to wait another day and have someone come in and set it up for me is not what I call easy set up.