Managing your Services

I have no tab balance but I have a tab bonus balance because I just paid off my phone (12 months early).  I want a new phone, with Koodo and from Koodo.  Will I have to pay off the current tab bonus or will it just continue to decease?   The statement “The Tab Bonus balance simply goes down each month, and you’ll only have to pay the remaining Tab Bonus balance if you cancel, upgrade, or change to an ineligible rate plan before it reaches $0 “ is vague and does not answer this question.  Is changing phones considered an upgrade? 

Hi there, I lost my SIM card while overseas and need to get a replacement. I understand it is as easy as finding a local Koodo store to seek a replacement although there are no Koodo Stores near me. Am I able to get a replacement through a Telus store as there is one in my town? 

I recently activated a new line under my account. I tried to port a phone number from a different Koodo account but it seems this is not allowed through self serve. What should I do?

I had called into Koodo at one point and they  navigated me to a toggle button that when activated decreased my data usage.  I believe the effect of it was that my phone would look for wifi first - I can’t really remember.  Anyway - I would like to be able to find that again to use it on the other phones in my plan but I can’t find it again.  Would love to call but a callback tomorrow isn’t helpful.  :(   Let’s see if this 15 mins is really a thing….

For the past 2 months, I’ve received notifications from Kodoo saying that I’ve used 90% of my 10g of data per month plan. However, my phone’s setting say that I’ve used SIGNIFICANTLY less data as seen in the screenshot below. I received a callback from customer service and they were unable to help. On Koodos side they see that I’ve used all of my data, and they can’t investigate the sources.Is my phone detective, or is there an issue with Koodo? 

so my email i used when i started with koodo got deactivated and i am not able to get emails from koodo is there a way to change what email is the owner email ?

Good day all..   Quick question…   I have a koodo prepaid account and a koodo mobile account.   I want to cancel my prepaid account and replace my current  cell # number from my Koodo Mobile account and use my preplaid cell # instead.  Can it be done?… and how? 

How do i go about getting into my account again.

Is it possible to find the text messages history with numbers and dates of texts similar to the phone call history on the bill?  Looking through the comments, it looks like there is a “message history app?” Can someone please direct me on this?

My plan includes 20GB, but when I go to check my usage it shows what I've used out of 18GB. Anyone know why?

I used self serve to change my plan to a better deal but when I tried to change my plan for another phone on the same account the deal was gone!! Both phones are owned, both connected to Koodo at the same time and both have always had the same plan - until now. I can find nothing that tells me why this would happen. These changes were attempted at the same time. I’ve done this exact thing several times over the years and this is the first time there’s been an issue. 

Hi, I recently requested an additional line with the intent of transferring my girlfriend number to my account. Now i see that both numbers in my account are to my name. Does this mean that my girlfriend phone will now display my name under the caller ID when using her phone number? Is it possible to have a number to my name and one to hers or does she needs to have her own account? Thank you

On my add-ons for my mobile plan, I see both “International Data Roaming,” “International Voice Roaming,” and INTL Easy Roam. If I have Easy Roam activated, do I need the first two? If I keep all three, will I be charged the Easy Roam $15/day as well as any fees for international roaming? Or are the three related? (I’m assuming that I only need the Easy Roam activated.) Thanks in advance! 😊

How do I talk to an actual person.   My phone is not connecting to a network.  

Hello usersI am currently overseas and trying to change mine and my husband plan thru self serve. Unfortunately, when I go to change it is showing only expensive plan but not cheaper. I want to switch to lower plan because i do not use my phone overseas for calling and internet. Please help. 

I need someone to call me back. I tried to schedule a call back and the earliest time available was TOMORROW AT 9:30 PM. I am very dissatisfied with the customer service. You need to bring back live people and stop with this virtual assistant garbage. It should not take this long to reach Koodo.  I'm paying over $200 for my services and have been with the company for something like 10 years. I would appreciate a call back TODAY regarding my question about conference calling. This question is for work and they don't understand that it takes a long time to get a response from your company since the level of customer service has dropped significantly in the last two years. 

I'm trying to switch from a postpaid plan to a prepaid one. I selected transfer existing phone, but it does not give koodo as an option so I cannot proceed beyond this. The Q&A section has a link, but that just brings you to the home page. What do I need to do to transfer the number?

I ported in my phone number from a different wireless provider to Koodo on July 31 but its still a MB number, not an Alberta number as that’s where I live now and since then I’ve been trying to change my number to a local number but when I click on ‘Mange my Phone Number’ the page just refreshes and tells me transfer is complete to the MB number. I guess my question is how often can you change a phone number? Once every billing cycle? You’d think that with the port over I could change it immediately as its a different process.

Hey, I’m travelling abroad and bought a local sim card for the duration of my trip. The people at the vodafone store put the new sim card in my phone and it asked for a PUK code, they didn’t know what that was and tried a few things. After a while they figured my phone was locked and couldn’t help me. I looked online and tried unlocking it with the IMEI code but it’s still not working. Is there anyway I can get my PUK code, I don’t have access to another phone or phone number to get a call from Koodo. Many Thanks!

I had added the ‘$5 1000min International LD Add-on (CHN, HK, IND, UK, BD, MEX)’ add on and my account also has the International Data Roaming and International Voice Roaming added, but calls won’t go through to a UK number. I’m just getting the 13B1 error when I try saying international calling isn’t active on my phone. I’ve tried restarting, but no luck. Is there anything else that needs to be activated or added first? I’ve seen some other threads mention needing the ‘pay per use international long distance’ add on, but this doesn’t come up on my add-on option page. Only the Long Distance Saver for another $5.

Hello,I have two separate Koodo accounts (monthly) and I would like to merge all of them into one account?Any ideas on how to do this using the Self Serve functionality?Thank you.

I bought a cell phone through Koodo along with a Koodo plan less than 2 years ago so I still have a Tab balance. I would like to switch to a much cheaper plan because I will be travelling and will not be using my phone much this year. But there are no eligible cheaper plans since I still have some Tab remaining. So, if I pay the remaining Tab as well as the Tab Bonus, will I then be eligible to switch to the cheaper “starter plans” and “bring your own phone plans”? Since the Tab would now be fully paid off I would own the phone at that point so should be eligible? Also I want to keep my current phone and cell number.Thanks for your help and advice

I have put the option on my phone for roaming but I am not going to the US for a couple of days.  Do you only pay for the days you use it in the US?

Can I buy a sim card at a retailer and install myself through self serve.  Short on time to wait for snail mail.

Hi Guys,I have recently got my kids (ages 11 and 14) a phone plan. This phone plan has data and unlimited calling in canada. There should be a option to restrict this phone plan so that there are no unexpected charges. I know I can switch to pre-paid but would like to keep this plan if the restriction is possible. How can I restrict their plan to not allow any long distance calls outside of canada? Also I would like to restrict the ability for roaming if we are ever outside of canada. Please help.Thanks