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The place to ask all of your Koodo related questions

3928 Topics
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SeanPatrickBeginner
asked in Billing & Payments
Accessing phone records from almost two years ago

I need to access phone records for a time period almost two years ago. How can I do that?

1322
S
2 years ago
Steve Mallion
Steve MallionBeginner
asked in Prepaid
Switching pre-paid plans mid-cycle

If I switch from the $15 “unlimited texting” plan to the $15 “100 minute” plan mid-cycle, will I get a prorated refund on the unlimited texting plan?And, will I get the 250 MB of data even though I am already signed up for auto top up?

1043
A
2 years ago
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EdithMAdvisor
asked in Billing & Payments
I got charged for roaming, but wasn’t actually able to make any phone calls.

I’m wondering whether anyone else has had a similar issue with international roaming.  I travelled to Anguilla and tried making a phone call, but everytime I tried, I got a message saying I’m not allowed to make the call.  I got charged for roaming, but wasn’t actually able to make any phone calls.

2458
E
2 years ago
Albert Hofmann
Albert HofmannBeginner
asked in Plans & Add-ons
passed the check online bit not able to order sim due to only having prepaid visa

I do not have a post paid credit card thus am not able to get a sim online.  Is there another way to get service without being hit with the connection charge?    I should mention I got past the credit check itself

823
Allan M
2 years ago
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GyowonCoach
asked in Self Serve
out of country, activate my plan

I’m traveling now so I am using the seasonal hold plan. I want to use my cell phone as soon as I arrive in Canada, but I can't get a call back because don't have friends and family to answer the phone right away. Facebook is hacked so I can't send a message too. What should I do to activate my phone? And want to restore my previous monthly plan?

1051
Timo Tuokkola
2 years ago
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adamc18Beginner
asked in Plans & Add-ons
Adding another phone thats switching from another provider

Hi there, I just have a question that i’m curious about and wonder if anybody could answer it for me.My partner and I both used to have our cell phones through bell. Last year, i switched my phone over to koodo after my contract expired, but he had to remain with bell because he still had a year left on his contract. his ends at the end of the month, so we plan on switching his to koodo as well when that happens. My question is, when we switch his phone over to koodo, would we be able to put it onto my bill, so that we can have both phones on one bill? or would he have to set his up seperately on his own plan with a separate bill? 

4532
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2 years ago
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RitalabellaConnector
asked in Plans & Add-ons
Where is my bonus data???

Back in September, I got a text from Koodo saying I was going to get a free 5gb of data added to my plan for free, just for sticking with Koodo. I have never gotten the extra 5gb. How am I supposed to get my free 5gbs extra?

7167
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2 years ago
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Brii SomertonBeginner
asked in Prepaid
Retrieve prepaid phone number

My issue is that I lost my cell phone recently and have not found it, I have accepted that I will not get it back and have gotten a new phone. What I am wondering is, if I purchase a new prepaid SIM card, will I be able to retrieve the phone number I had connected to the phone I lost? Is there a fee I can pay? I have full access to my Koodo log in/self serve and have found upon there that I have until August to top up. Is it possible to add this new SIM card to my current account? Any help is MUCH appreciated, thank you!!

1722
BobTheElectrician
2 years ago
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DBBKoodoBeginner
asked in Prepaid
Traveling in Canada from USA

I expect to travel in BC for 4-6 weeks this summer and would like prepaid voice and data capability for in-Canada service.  It seems Telus has best coverage for the area I will be in.  I’ve checked out FIDO and they say I can use one sim with an unlimited voice and 4.5G data plan in either my Samsung phone or my iPad Pro switching between them as needed..  Can I do that with Koodo?  That way I can call Canadian numbers when required, but use the iPad for internet.  Any issues with that plan? Thanks for the help!

1182
D
2 years ago
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CaseyyyyBeginner
asked in Billing & Payments
Moved province, What about taxes?

I moved from BC to AB. And I don't want to change my phone number. Then the taxes still same with BC? If I want to pay only AB taxes, do I need to change my phone number?

3142
BobTheElectrician
2 years ago
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bobibob05Beginner
asked in Self Serve
I cancelled my account and now i am unable to reactivate it?

When I try to chose a new subscription for my cellphone, I get a big message taking the whole screen written ‘please select an account’ without any other options and no way to get past this message! I can’t even navigate the website at all...

7112
Boa_Guy Koodo
2 years ago
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Andrea72Beginner
asked in Billing & Payments
International Add-on charge?

My past 2 bills have increased by $3. I am seeing that I was charged $3 in add-ons. I never agreed to any add-ons. In addition, they're saying they're international add-on charges. I was in Europe during the last billing period but never used my Canadian SIM. So I don't understand where these charges are coming from and how I can be billed. I would like to dispute them but can't seem to find a way to do so. The chat bot doesn't understand and I can't find anything else but this community. Any help would be greatly appreciated as I don't want to continue to pay for add-ons I never agreed to and haven't been using. 

2972
Bernard Koodo
2 years ago
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meg44Beginner
asked in Plans & Add-ons
how do i cancel international roaming

I’m trying to cancel my international roaming add-on + pay-per-use international online but it won’t let me. I can’t make a call because I’m in the USA. I’d like to only have EasyRoam turned on. What do I do?

3782
Bernard Koodo
2 years ago
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M-JBeginner
asked in Self Serve
cancellation of Koodo account

I ported my Koodo number to a Telus account. Does that cancel my Koodo account automatically? They never confirmed that and Koodo is a sister account to Telus so... I'm confused. How to I contact Koodo folks via phone, it seems impossible to get a hold of a real person to answer customer questions!.. :/

4381
M
2 years ago
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NattyDreadBeginner
asked in Plans & Add-ons
Adding a second line to existing phone using eSIM

Hello:I am replacing my old Pixel with a Pixel 6.  I would also like to add a second business number to the phone using an eSIM.  I am struggling to find information on the Koodo self-service site on how I should go about ordering the eSIM and whether the number can be added my my existing plan.  

8834
Flo Koodo
2 years ago
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caitlyn burrowsBeginner
asked in Other
samsung s21 ultra charging cord

Is the charging cable that is used for the Samsung s10 also compatible with the s21 ultra? Or do I need another cable for the ultra?

581
Allan M
2 years ago
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Edr96Connector
asked in Self Serve
my profile / self serve not loading

When I try and pull up mobile services it just gives me a blank screen

16139
Boa_Guy Koodo
2 years ago
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PopeyeBeginner
asked in Other
Moving from Telus business to Koodo

My phone is currently on a Telus business account.  I plan to retire shortly. I want to move my number to a Koodo starter plan. I just want to be sure that when I do this that I will keep my existing number and that the phone will be removed from my Telus account. It seems impossible to speak to anyone who can confirm this.  Does anyone know?

2782
P
2 years ago
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simpleheartConnector
asked in Billing & Payments
What is the Billing cycle?

Hello guys! just got my sim few days back but the bill shows April 20(almost 20 days off). The help chat is extremely annoying with that auto responses. Anyone has insight as to how the billing works?

10857
S
2 years ago
AnneL
AnneLOrganizer
asked in Self Serve
What happens to any remaining balance when suspended account is refilled?

Hey.  Wondered something. I recently had my Prepaid phone suspended (not enough in account.). What remained was only 10.00 dollars of remaining balance (out of 15). Account was suspended (and I had time to refill). Went to refill, filled out card info went to add 5 top up. Registered as Top up, in billing history but no charge in the Charges menu (due to card error). Fixed the card information. Went to add the same 5 dollars.Suddenly, without warning, the account was down to 0.00$ despite the 10.00 remaining and I had to refill the FULL fifteen dollars to re activate. The fifteen showed up as a debit charge in the Charges portion of the menu.What happened to the remaining 10.00 left in account upon suspension?! Is it now gone? If someone can help to clarify this, it’d be great.

47014
AnneL
2 years ago
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softechOrganizer
asked in Prepaid
What does it mean to Koodo Prepaid service?

https://mobilesyrup.com/2022/05/04/public-mobile-100-ercent-online-only/ "Additionally, as of May 3rd, Koodo Prepaid will be available alongside Public Mobile, which means the two brands will overlap for a time until July 13th." does that mean all Koodo Prepaid will become Public Mobile?

2037
Allan M
2 years ago
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NelzoConnector
asked in Self Serve
shock free data notifications not available in self serve

I did not receive a notification at 50% or 90%, only 100%. Now all data has been used… I followed the instructions in self serve to update notification settings (I have never changed the settings and have always received 50 and 90 without issue) and there is only the option for 100%. My husband had the same problem and the issue has been resolved. Please help!

1295
N
2 years ago
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cjinvanBeginner
asked in Other
condo callbox hookup

Hi! Just moved into a new building and we need to get our cell phone hooked up to the building’s callbox. Strata manager is saying someone from ur service provider needs to come out to do this...does Koodo have someone to do this or can we just do it ourselves if we can get access to the room? Thank in advance! 

712
M
2 years ago
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LottoMatt1Beginner
asked in Billing & Payments
Taking friend off phone plan

Tomorrow I’m attending a Koodo location to remove my friend from my phone plan. The objective is for her to possess her own account and I will be free of keeping track of roaming and overages, etc.  QUESTION: will the new account be from THAT DATE forward, meaning she’ll still need to send me money for her share, or will it be possible for charges from the previous 21 billing days be transferred also? (There’s a falling out so I’m hopeful the latter)

6642
Allan M
2 years ago
Tamy
TamyBeginner
asked in Billing & Payments
cancelling fee

I just vented. I’ll wait for their call back…

16373
Bernard Koodo
2 years ago

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