Managing your Services

I am a new customer in Koodo and my bill is nearing its due. I am trying to use my credit card to pay which is a Canadian VISA. I have tried self-serve and dialing 611 but it’s showing an error and over the phone it saying that my card is not accepted. What else to do? This is frustrating. It’s not supposed to be this hard to pay. I really do not want to miss the due.  I have read the threads from this community but there’s no clear resolution for this issue. 

Moving to  a place with minimal to no Koodo service.  How do I get out of my plan?I tried a new phone, and a new SIM card, but now I’m locked in *because I tried what options I had,) and the house I’m moving to I can barely get any service.  Minimal text text messages is all I Can send out.  I did everything I can (new phone, new SIM, tried a different phone,) but now I’m locked in, and moving to a location where I can’t use my phone, but Koodo wants $1000 to get out of my plan.  What can I do?No, its not in the middle of the countryside.  It is right in Brantford, ON, and there is nothing to mess with the signal… I found out the neighbout had to cancel Telus because it only got worse.Should I go to the Better Business Bureau?

I availed the promotional $45 for 10GB offer but my rate  is shown as $60. I just want to make sure if I will be charged $45 or $60 because my online account shows $60

I have added koodo mobile as a payee on CIBC account but my transaction is not reflecting as it was last day for my bill payment … i cannot contact to koodo as i am in India right now … i need help to solve this

Just buy a new SIM card in a supermarket and can't create an account in self service. It asks phone number or account number, but I a new pre-paid client, I don't have it. And can't activate card, stuck on the Payment step, it just reload. Please, help

Hey! Wonder if anyone else has experienced this?I activated roaming when I landed in Ireland on my first stop (11:35am). At 12:01am I was charged again when I landed in another EU country. Is roaming meant to give me 24 hours, or is it charged per “day”? Or is it because it’s different countries (which wouldn’t make sense in this scenario since the EU eliminated roaming charges between EU countries)?

I don't understand the "Tab Bonus" concept. Specifically, where is this bonus money coming from?  Is it taken from out of monthly payment for the phone service itself?  And if that's the case, wouldn't it be just the Tab by another name?This seems to be a stereotypical "too good to be true" situation and I can't help but think there's some kind of "Gotcha!" hiding in the fine print or background.I've read a few responses in this forum regarding this same topic.  It almost seems like, in simplest terms,  the Tab Bonus is a sort of bribe to ensure customer retention for two years.  Is that basically it?  (BTW, I have been with Koodo for more than ten years.)   

Hi,I just set up a pre-authorized debit on my chequing account/ master debit.And I read that Koodo just accept visa debit, is it true?Had anyone gone through the PAD by master debit? 

I currently have a physical sim card, will purchase an iphone 14 from the US (no more physical sim), wondering how to make the switch. 

I added extra data for a recent vacation. Now that I’m back, when is the best time to reduce it back to the normal amount? If I reduce it back to normal before the end of the billing cycle, will the extra data remain until the end of the cycle and my new cycle begin with my original data amount?

Hi there I have a few questions... Can the 5$ international minutes add on be used to call NZ? Can I only add it for a month or two or do I have to keep it on? What's the price difference of have vs. Not having it?  Thanks! 

I have pre authorization set through my credit card and used to pay my bills using that. It should be credited in 3-4 days but it’s been almost a month and totally no response from customer service. I was sent another bill for September showing that same credit of $23.08 so when will the actually refund me? How can I remind Koodo/Telus that I still have not received my money back through their Self Serve system? The bot isn’t helpful. 

How do I get a call back? I change my plan from 15 Gb to 20gb but it only gave me an additional 2gb instead of 5gb. I can't get pass the chat to get a call back. 

(I hope this gets to the right people as I didn’t see a better option for compliments & did not get to take a survey) I had a very frustrating issue about data usage as well as Koodo Assist and was very angry going into the call but Angelo from customer service went above and beyond to help me out. He was so kind and understanding through the whole process and all his efforts were super appreciated. 11/10 employee - he deserves all the praise! 

I am outside of canada not able to do any change on so called self serve as for everything you have to talk with rep

So my cat has recently gone missing and I just got two creepy calls from a private number. No words, just meowing.I want to get the phone number to look into this creep further. How can I get the actual phone number when it says “private number” on the call screen?

Unable to find the Pay-Per-Use Intl Long Distance add-on through Self Serve.Looks like I’m running into the same issue as: 

Hello, Could someone from Koodo please reach out to set up a call?  I keep a Koodo phone for my father, and the call back does not let me put in my own personal number to have a call come to me.  The customer service call line is useless as well as the chat function which will not put me through to a person. My Tab shows paid in full with my August bill, now the September bill continues to charge for it. Can this please be corrected.

Easy roam activated on my phone but it is not working. I've checked all my add Ons and they are present.I can only use wifi or calling but texting does not work  Help 

Hello, Long story short, got my phone stolen with my SIM card in it. Ordered a new card, received it and now trying to switch SIM card through Mobile Services, and keeping getting following error message.I’ve tried at least 7 times since yesterday, but no luck:I cleared the cache and cookies Tried on different browsers - Firefox, Chrome Can someone assist ? I can’t even request a callback on my Koodo’s phone number as I’m not able to switch SIM card yet.   Thanks,     Sid.

It is possible to directly switch phone numbers between two lines already on the same Koodo account without losing either number?To be clear, that's having Line A and B, but I want to give Line A, B's number, and vice versa.Thanks.

Text messages from multiple financial institutions are failing - is it me or everyone ?Was working fine days ago.Now they are all failing but other text messages come through fine.Maybe a system problem on the other end ???

We recently bought a new phone through Koodo. My wife travels to the US often, and bought a US Sim, which works fine for data, and is supposed to work for texting/calling US numbers, but there is something with the phone that is locking it. We did not have this issue with the old phone, which was bought through Amazon. Koodo reps are overworked and underpaid, and a call back is 24hrs, so hopefully someone here can help me out. Thanks!

Hi,I want to buy a new iphone from the Apple store, that is esim only, and I am coming from an Android that has a physical Koodo sim.  If I buy an ESIM voucher, how do I get around the provisioning the device warranty issue that is mentioned in the FAQ? Thanks.

Hi there,I have a unlimited Canada-wide plan with Koodo, but ’m being  overcharged for the Airtime service.I was never informed of this fee when I signed up. I’m sick and tired of paying extra fees for different services, without my information or permission, and I am thinking about switching to another service provider. Can you please help me to understand what Airtime is and how I can get rid of this service and why am I being charged???