Managing your Services

My daughter’s phone is on my account. She is moving to the USA and would like to use her number with a new carrier. Is that possible and How do we do that? What’s the process with Koodo?

Hi, I have cancelled my account with Kodoo and have a prepaid account and I have a balance that I would like to get back. For some reason my balance is going down even when my number has been ported out.How can I speak to a human being, that’s my biggest challenge.Thank you,Lucas

Hi There, I am out of Canada for several months and am currently overseas.  I want to downgrade my plan to just the number only, something that would cost me $5-10 per month.  On the self serve app there is only the option to change a plan to something more expensive.  I am unable to call an agent due to being over seas, how can i downgrade my plan? Thank you

I have  Unlimited international messaging (text & picture)* noted on my plan. I have 20GB of shock free data included on my plan. Am I able to text someone in the US for free and also have their incoming texts be free? I am confused on what the asterisk is at the end?

Currently had a big fight with a friend that I've been supporting for a while and he is avoiding me. My question is, how do I remove him from my plan since I'm his benefactor.

My service was suspended despite me paying off the balance I was told needed to be paid. I paid it on time and the amount shows in my history. It now says I should have until Sep 8 to pay off the rest of my balance, but my account was still suspended and I can’t get ahold of anyone to discuss the matter. I can’t afford to pay the amount in full until September and I’m totally screwed with no way to contact anyone. It won’t let me set up a payment plan or anything. What am I supposed to do?! I paid what I understood needed to be paid but I’m still being penalized and can’t reach anyone to discuss the issue in depth!!

I’m travelling to the US and am planning on staying there for ~ 1 month. Easy Roam is $12/day and is way too much for a long periord of stay. Is there any other plan or add-on that includes roaming in the US?

I'm looking to make payment arrangements my name is Roy Brooks if you could send me the amount so I can make arrangements please not sure the number or passwords I'm thinking the bill was around $300.00

I have been with Koodo for years, the fact there is no real support for Canadians is a problem that has plagued me all along. Now it is unbearable. I have a phone that has been supposedly calling my other phone for about a month now, and has racked up a ton of charges I should not have to pay. I tried to get a callback numerous times, and never got one, had the callback sent to my spouses phone and they did phone tag back and forth from my phone to his to my other phone for days.I finally gave up and asked to cancel phone via yet another call back...mind you they only will call me from 7 to 930 am, and we both work most days at this time. Now I cannot get them to cancel my phone that has issues. And this is all I want done :(. I should not owe the money that was charged, but mostly just want the phone that has issues to not be able to do this anymore!I would like some real support, before I will cancel all of my Koodo services and never return!

I just bought a new phone and went onto a koodo plan while travelling (my previous phone died in the rain). The rep tried to sign me up to a free plan for 1000 oversees minutes, and his screen kept crashing, so he told me to go online to find the offer and get it there. I’m home now, and looking at my account, but can’t find that offer anywhere. Was he wrong is saying I could access it myself after?

I have a LD calling add-on. But i can't find any option to check remaining minutes.

I want to switch from Telus to Koodo.

My last plan was 2gb for 35$ so i dont know where the 3gb come from. 

My son is in a different province for university. I wanted to add a line for him, but can I select the province he is in, or does the number have to the have the area code of the province I am in? He said he will probably stay where he is after he is done.

We just moved to Goderich 3 weeks ago.  If we get or try to call anyone the call gets dropped or they can’t hear us and hang up.  It has been impossible to actually talk to anyone at koodo to get this resolved.  Koodo assist is a joke!!!!  I finally went thru all hoops and had to book a call back ….for 2 days later.  I waited for the call even ran outside with my phone when koodo called ...the call still got dropped.  Riccardo from koodo called back but couldn’t hear me so he hung up. Then he called back but it went right to voicemail.  He leaves a message saying he called 3 times and I didn’t answer!!!!!!  Then..the next day they send me a text asking me to rate Riccardos service and was my problem resolved.  I answered poor to all questions .  Then a text comes in and says text back additional information.  I type it all out hit send...text comes back saying to book a call via koodo assist!!!!!!!!!!!!!!!!!!!!!!  This needs to get resolved or I am cancelling all 3 phones and going wit

I have an old unlocked iPhone. Do I need another prepaid SIM card to add it to my prepaid Koodo account? I currently have a monthly subscription with regular Koodo and a prepaid phone as well. Can I have the two prepaid on the same account?

I’m a Koodo customer in Canada. I bought a prepaid European SIM data card to use when I’m in Europe. My phone is unlocked. I took my Koodo SIM Card out and put in the European SIM, but I’m not able to connect to the European network. I have data roaming on, and mobile network turned on. (My other friends with androids and apple phones, have had no problems with the european SIM card).

Is Stream + an unlimited watching plan. ?

my husband and I are on the same koodo account.  I am upgrading my phone and changing my plan.  My husband wants to change his plan as well.  His phone is paid fully paid for.  Can only one of us change our plan per billing cycle?  Also, right now, his phone plan only shows one, more expensive option but he wants to go down to less data. 

My wife and I purchased new phones yesterday.  She received her extened warranty documentation by email.  I have not received my extened warranty documentation yet.  I contacted Asurion and they connected me with Koodo.  Once I was in contact with Koodo it connected me with Koodo Assist, even though I said I didn’t want to be connected to Koodo assist.  How do I go about getting my extened warranty documentation?

I was on a FaceTime call overnight and i woke up to texts from Koodo saying my data was 50%, and later 90% used. I had a stable internet connection with the “Wifi Assist” option disabled, yet in my cellular settings it would seem that my FaceTime call was using mobile data as it went from 70KB to 1.1GB overnight. I have FaceTime enabled to use data so i can receive calls when i’m out, so normally I would assume that maybe I lost wifi connection, but i went into my internet router settings and confirmed that my phone was connected to the internet for over 9 and a half hours consistently.  Knowing all of this,  why did my data get used? I feel cheated out of my data that i paid for knowing i had my data drained from a wifi call whilst having Wifi Assist disabled. 

I am trying to transfer my number from Telus to Koodo. I have followed everyone of the instructions on self serve and it keeps saying my account number is wrong and it’s not, I even tried entering the account number only, the imei number only, and both numbers and nothing is working. Any suggestions, I have 3 numbers to transfer over from 3 phones 

if I qualify for a 0 upfront with a Tab + and get a android tablet can I change over to my BYOD ipad with this plan. In other words can I use the sim card in another device such as an ipad?

Hi, I changed from Koodo to another company and I would like to stop my plan. How can I do that? Thanks for your help, Alix