Managing your Services

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

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.