Managing your Services

I have just gone through my phone plan bills for the past few months and noticed I have been charged an excessive amount in roaming charges. This is most likely due to the fact I live very close to the USA border although I have not left Canada in well over 2 years. Can the roaming charges on my most recent AND previous monthly bills be refunded/removed? Thanks for all the help. 

I rcvd a notification welcoming me to The USA.  And that there is a roaming pkg available for purchase.  I have not left Ontario,but very close to the US border.  I need full service so I don't want to use airplane mode.  But I don't think I should have to buy an additional plan. What do I do?

I purchased the Easy Roam ASIA14 package and it activated on Feb 27, 2026 when I landed in Singapore. The pass should have expired on March 13 but my bill indicates that it expired March 6, which is only 7 days? I was billed $18 per day for Easy Roam on March 8, 9, and 11 when I should not have been. Has anyone else had this problem?Thanks

Trying to change plan but won’t go through due to perk error stating not being able to process at this time.

I was in the US for 10 days and I just received my monthly bill and was charged $80 extra for roaming for 5 different days $16 for each day.I am contesting these charges because both "Cellular Data" and "Data Roaming" were manually disabled on my device prior to departure and remained off for the duration of the trip. Also, no cellular data was consumed, and no roaming services were utilized during this period.How do I dispute this? 

I WANT TO DISPUTE ROAMING FEE ON LAST BILL PLEASE CALL

This is the description of the plan I just switch to.  This would appear that the Caribbean is now included? 

I will be traveling for 6 weeks to Hong Kong, Korea, and maybe Japan to see family.I want to use the 14 day Asia travel pass, how does it work to extend it beyond 14 days?

I’m having an issue canceling my account. All scheduled callbacks were dropped when I just said hello or when I described my request. Is it possible to escalate this, or should I just remove my payment information from the account?

I’m with Koodo  and I’ve noticed an issue when calling someone on Telus. When I reach their voicemail, I only hear the generic system greeting instead of their personalized one.They’ve told me the same thing happens when they call me—no custom greeting, just the default message.Has anyone else run into this between Koodo and Telus? Any idea what might be causing it or how to fix it?

Hi, I canceled my number on March 24 but have already paid my bill in full.I no longer live in Canada, but still have a Canadian credit card, bank account etc.  Is there any way to get my credit back as a refund? The Koodo Assist is not helping me get to a representative.

I signed up for a mobile plan today and have received the order confirmation email, but not the email to complete my self serve setup. When I chat in with the bot, it tells me that my phone number and postal code don’t match. I have double checked and they match what I entered when I signed up. So far the confirmation email is the only one I have received. 

I need help. I had insufficient funds in my auto-pay bank account and a payment went through. Koodo says that I paid. My billing due date is for the 6 of April so it's not past due yet. I sent a little more than the amount due via my bank account to Koodo yesterday.What’s going to happen now and does sending the money afterwards alleviate any late fees or fees in general?

Hi all,My plan says international texting included, but bill line says “UL CAN SMS and MMS”.That doesn't seem to suggest international texting. Can anyone shed some light? 

Hi Koodo,Is Internet down in my area?  How to check online if service is up or down?  I live in Markham Ontario.  I lost Internet since last night and this whole morning.  It was working for months without issues.  I have restarted my routers.

For 30 minutes I have been trying to cancel my plan. Although the agents are polite, I have been transferred twice, required to repeat my personal information, and now on hold. It should not take this long. 

How come it says I cant download the photo storage app its not available in my country Canada im.payimg for.it I would like to use it 

I tried to top up my account many time, but fail. It kept saying you are almost there, just top up your account. The card is newly issued but filled in everything click continue, nothing happen. How do I get help to solve this problem? Chau Doan

Hello, our Account ******** was charged roaming fees but we have never been to the US. The roaming charge happened whlie we were in Victoria. Could we please have the $16.00 roaming charge over turned? Thanks!

QUESTION: Are long-distance calls made FROM Canada TO the UNITED STATES included in the Canada-US-Mexico roaming plan?BACKGROUND: I just signed up for this plan with the help of a Koodo agent and when I told them I make phone calls from Canada to the US (and only to the US), the agent instructed me to select the Unlimited Long Distance Pack as my perk.CONCERN: I turned up documents on the Koodo site that suggest you can call/text/data both within and BETWEEN the three countries, which would counter the need for the Unlimited Long Distance Pack and contradict the agent’s advice.BOTTOM LINE: I don’t trust the Koodo documentation, as I have been mis-led before by incorrect information that ha

I have Canada-US-Mexico plan included. If I remove International Data Roaming adds-on, does roaming still work in USA?

Hello,I’m hoping someone can help me with an issue regarding my recent plan change.Yesterday, I switched my plan using the self-serve portal and received the confirmation email titled "You’ve updated your Koodo services." However, the email didn't mention that my free 25GB data add-on would be removed. I only discovered this later when checking my transaction history.I was entirely unaware that I would lose this add-on during the switch, and I was really relying on that data for an upcoming family trip to the US.I have tried to reach out via Koodo Expert Messaging but keep encountering a "xavlab.xyz refused to connect" error. I have tested this across multiple browsers (Chrome, MS Edge, Firefox) and in incognito modes. I also sent a message to the Koodo Facebook account but haven't received a reply yet.Could a representative please look into my account and help me restore the free data add-on?Thank you very much for your time and assistance!

I was charged $16 roaming in March 2026 and i never left Canada. Please refund! Thank you :)

Hi I am a new customer.  I am trying to add a free perk of Unlimited international calling pack.  I added it in in self-service, but it never really registered.  I asked the koodo assistant, it just went dead and unable to connect to a rep.  I tried clearing cache, used a different phone, laptop, incognito mode.  I tried nearly 2 weeks now, nothing works.  Can anyone help? Thanks.

I would like to cancel my home internet, and the number provided can not be reached from my location. I have permanently relocated overseas.Thanks