Managing your Services

Hello, during my recent trip I used a 30 day Europe pass and assumed that this covered me for the EU countries listed. I made a call between EU countries and was charged long distance rates. It does not say anywhere in the Travel Pass or Roam like Home pages that intra-Europe calls are not included, and the text I received when I entered the country implied that calls to other countries were included. Could you please review the charges or point me to the FAQ that would have stated this? This is one of the pages I reviewed: https://www.koodomobile.com/en/help/easy-roam And the text I received said "REMINDER. To make calls to Austria (Country Code = 43) and other countries, dial "+" followed by "Country Code" and the number (e.g., +43-XXXXX-XXXXX)."  Since I purchased the EU plan, I assumed this meant I could call another included country. Thanks for your time!

Let me first preface this post by saying my issue has been resolved by some amazing staff at Koodo, so this post is more about making others aware, but I would appreciate if experts or actual Koodo employees were able to weigh in on it. TL;DR: Fraudsters gonna fraud. I received a call (several, in fact) from a person claiming to be with the "Koodo Loyalty Department", offering me a 30% discount on my current rate, and then a free upgrade to my handset.  I was told I could remain with my existing plan - which is very good, in my opinion - but when I was selecting the phone, I was directed to one of two specific models.  The one I'd selected also indicated I'd have to change my plan, which while I wasn't necessarily happy about, the new plan was also pretty decent.  It did show my monthly payment suddenly jump from the alleged discounted rate to nearly double my current monthly rate.  I was also instructed to not tell the order verification staff about the conversation I'd had with the "

I'm trying to find out what countries are included in this add on but there is no list anywhere on the Koodo site including my self serve and add ons page.  It simply lists1000 Intl LD min Bonus V2 for $0.00

The eSim provider I’m considering (Ubigi) suggested to verify if my SIM was carrier locked and Chat GPT suggested the following steps to verify: with a Pixel 7:  Open Settings → Network & Internet → SIMs. Tap your SIM (e.g. “Koodo”). Look for any option or message about “Network unlocked” or “Carrier locked.” If it says Unlocked, you’re good to go. If there’s no mention, continue below.  However, when I click on the Koodo SIM, I don’t see any “network unlocked” or “carrier locked”I can confirm that with the steps Ubigi gave me that my phone supports eSims. Thanks! 

I have had Disney activated for months, was working fine. Now today when I log in to Disney Plus it asks me to complete my subscription. I check my stream plus on Koodo self serve, it's paid everything is good. I go to the activation page, says it's been activated and only has the launch option for Disney Plus which, again, takes me to the complete subscription page. This happens on browser or app on any device so reinstalling won't work. It appears Disney Plus doesn't consider my account as having a subscription and I can't activate again because the option is gone. 

For starters I have never purchased outbound call display name. People inform me that the name “growth marketing” shows up when I call them. I need this to stop as I use my phone for work.  thanks in advance

I have had a Stream + Basic subscription for over a year and just realized I have also been billed by Amazon. So now my Amazon account says I am paid up until 2029 but since I am still paying monthly for the Koodo streaming service I will never be able to catch up. I want to get a refund from Amazon or at least a credit to be used for other purchases but I can’t find anywhere to contact them about this. In the My Account section it just says that since I am being billed by a third party I have to contact the third party with questions about my account!?

I am traveling abroad and looking at adding an esim to my phone for data.  I went into my settings and connections and there is no “esim card manager” option to add an esim.  I think Koodo has to do something on their end to enable this.  Can you help me Koodo? Thank you. Paul   

Hi,I just got off the phone from a representative and tech person claiming to be from Telus offering a discount for being a good customer for always paying my phone bill on time for Koodo (since they’re linked). However, I just switched back to Koodo a couple weeks ago and separated my name and number from an old Koodo account with my grandmother who’s still on Koodo. I haven’t even had to pay my first bill yet. But they’re offering 30% discount for the next two years bringing my phone bill from $34 to $30? Or offer the $30 instead for 2 years no contract, can cancel anytime etc. It was hard to understand what he was saying with the accent. I understood enough that he said I needed to pay off my first bill first before they can add the discount and I’m like, “Yeah okay I can do that.”I get to the tech guy while trying to pay my bill early and he’s now telling me I don’t need to pay my bill to get the discount, he’ll send an email with the offer. Like a dummy I gave him my email I use w

I received a call from 1 844 518 7852. They made me an offer. I ended up giving them my address and birth date, but then they asked for driver license number. As i was not certain i ended the call, is there a way to verify if a call from koodo is legit. they also sent me an email from this address koodo@e.koodomobile.com.

I have the monthly pre-paid plan (currently $18 / month) and a ZTE Cymbal2 flip-top phone. When sending SMS text messages,   sometimes a pair of numbers pops up on the phone,    and the first of the pair starts counting down towards zero as I type,   which I assume is some kind of limit on how much or how many characters or messages I am currently allowed to send. What limits are there for sending SMS text for this plan and are these numbers somehow indicating that I am nearing one or other of these limits? Cheers,     John Lumby

The TELUS Films & Series, and 50+ free streaming channels aspect of my plan has refused to activate. it's over 10 months now and I cannot use this feature in my subscription. Please help 

Hello! When purchasing an Easy Roam Travel Pass, does it include ALL phones on the account, or does each phone need its own Travel Pass? Thanks in advance!

Going to buy iPhone17 next week, my current  device is iPhone15 which has physical SIM, Iphone17 has ESIM option only, how can I get esim for IPHONE17 when doing setup at apple store 

I’m outside of Canada and I used my phone number to receive a 2fa text message. I received an email from Koodo telling me that I have a roaming connection, although I didn’t use any roaming data or make phone calls.Does that mean I’ll be charged for roaming?

The online description says that you can register your personal watch with the plan, but why can't I do it at a store?

I am trying to cancel Prime. However I keep getting shunted back and forth between Koodo and Amazon with each saying to go to the other site to cancel. Amazon can't cancel it because it is third-party billed and tell me to go to Koodo  ut there is nowhere on the Koodo site to do it and there is no help or support that is remotely related if you use the AI function on the site.

je ne reçois plus mes factures par email ‘ mon email est bien inscrit dans mon profil ******@hotmail.com Merci

Hi,I set up a callback with Koodo Assist regarding switching from monthly to prepaid. I was called, then offered different monthly plans but told the rep that I was only interested in prepaid. She said she was transferring to the appropriate department. The man I spoke to asked me for an RFID or shortcode and said he only dealt with new customers from in-store, and I told him I was an existing Koodo customer. He said I was misrouted and that I should call 1-866-995-6636. I called and the automated system told me I need to use Koodo Assist, and hung up.Help?

Is it possible to get Internet right on my phone (instead of data) or is that a far stretch? 

I’m currently a Speakout Mobile user, but planning to migrate to Koodo prepaid 360-day plan, $100, just talk and text, no data. My phone is a Umidigi A11, and it supports the bands used by Koodo/Telus, as well as 4G VoLTE.  When I do the Koodo/Telus IMEI test, it says that my phone is not compatible. However, if I insert my partner’s Koodo post-paid SIM, it works just fine, and I can talk and text, and I get 4G VoLTE indicators at the top of my screen. So, the Koodo/Telus IMEI test isn’t quite right, and that could be because Telus has never evaluated my phone make and model. So, are the phone compatibility requirements different for post-paid and prepaid? There is nothing on the Koodo or Telus web site to suggest that. I know that my phone works with Koodo post-paid, so if the compatibility requirements are the same, then my phone should work with Koodo prepaid, even though it fails the IMEI test. 

I will be travelling to Eqypt.  I see that I can use Easy Roam in Egypt.  However, Egypt is not listed under Travel Passes.  It seems strange that Easy Roam works in Egypt but not Travel Pass.  Is this correct?

I booked a KooDoo Europass yesterday but did not want this to commence until Wednesday September 24th. How do I change the start date of this service?

Is there a way to change what day our bill comes out of our account?

Please adavise ASAP how to cancel internt and return modem