Managing your Services

Hello, I want to speak with an agent of Koodo, since I am being overcharged for easy roaming for 2 consecutives months.I am currently outside Canada but I am not texting/calling etc…I just don't understand why am I being charged for, can someone please explain and help me?Thanking you in anticipation. Kind regards P

I just got a prepaid account activated.  I selected my PIN during this setup process.Now - I want to change my PIN because I had to give it to the Koodo CS rep during a call.How do I change my PIN ?  (Note:  this is the PIN for accessing my account when dialing *611)Thanks

I have a quick Q on downgrading a prepaid plan. I just recently activated with 25$ prepaid plan that has unlimited Canada-wide minutes.  Realizing that I won’t need “unlimited” - the 15$ Prepaid plan with 100 mins of Canada-wide will be sufficient.My question is:  how and when will the billing and charges occur? Will they charge me another 15$ in order to get this downgraded plan (forfeiting my original 25$)  - OR - Will they give me a 10$ credit (since I’ve paid 25$ already for the original 25$ unlimited plan?)Also - should I just wait as I get closer to the next billing cycle to downgrade? Anyone have experience with downgrading?Thanks 

Hi, I am currently on a prepaid $15/month plan. I got it 3 years ago. I just noticed the most recent equivalent features 100 minutes of Canada wide calling, which I don’t have on my plan.How can I upgrade?Thanks.

How to log out safely? There is no icon. Nothing under the menu. Nothing under Self serve. I am using the computer not the cellphone.

I need help I have changed my old number and got new one because belief's my family don't like the new number at all , is there any way could you please help me to get a new number ? I can't talk or text my parents neither close family members. thanks 

@Dinh . Yes, my payment is pre-authorized. 

I am not receiving incoming texts while in Mexico. They are no charge I understand. Do I need Easy Roam activated to receive any incoming text messages? Mikey in Poco

Hi,I bought two SIM cards from Best Buy and tried to activate new Pre-paid accounts at home.When I went to do this on Koodo site, I got the following message for the SIM card:“SIM card number is not available to be activated”In fact - I got this error message for both SIM cards.Any idea what else I can do and who to contact?Thanks. 

Hi,This is the second time I am being charged for Add-ons. I have never activated any extra services on my plan. What is this additional cost for? and How to cancel it ASAP?Thanks -- Shiva

Hi I am going to be in the USA soon for 3 weeks. I would like to have access to texting and my phone.. with some data usage. Most of the time I will have access to Wi Fi.. but I don’t believe I can recieve calls over WiFi? just texts and data. There will be at least 5 days where I will be travelling and would like access to Data- both for texting.. as well as for having easy access to directions- calling my hotel.. Etc.. So I was considering the $75 add on - here… $20 for US unlimited SMS$45 for US unlimited MIN/SMS$75 for US unlimited MIN/SMS + 750MB of data As I feel like the Easy Roam could add up.. at $11 a day.. unless there is a limit to the charges? I usually use about 1 GB a month on my own plan.. so it’s not that much less.. but then I was told that my data will get used faster as it will be on a different network in the states.. I was curious if anyone had advice. Thank you.  

My wife and I have a single account where both our names are listed - two phones with two different numbers.When I added Outbound Name Display, it shows my wife’s name on her outbound calls and on MY outbound calls.Am I able to get my own name on my calls? Or do I have to separate the accounts so that we each have our own?

I just changed my phone plan from a plan with 4gb of data to one with 15gb of data because i kept going over. I still have a couple days left in this billing cycle, will i be able to use the data now or do i have to wait for the new billing cycle?

Ever since I paid off my tab my reception has gone downhill. I don't even get service in my house ....

Koodo assist and call back are useless. How can I speak to an actual person for support without having to go through these frustrating and useless avenues? 

Hello,Two questions:I saw a post in here regarding the $15 plan and unlimited incoming calls, the response was they are unlimited for prepaid but not post paid (or vise versa), how can I tell if I have the prepaid or post paid. Should I still be able to send/receive text messages (non sms)  if I am NOT on WiFi and my 250MB is reached ( data is on hold with Shock protect - which is great btw).  Seems my kids are only getting text once connected to WiFi even with cellular service on but data is on hold.   

Outgoing call not working while roaming outside of Canada (easy roam).I am India and easy roam activated.receiving incoming calls and outgoing call is not working. Getting message saying outgoing call from this number is not allowed.

I received the attached email from Koodo shortly after we crossed from Canada to USA. This is my phone.   I have Easy Roam. I activated it from Canada on March 22.  I don’t know whether something is broken or whether I’ve lost Easy Roam. My statement for the period ending April 9 shows two days of usage at $11 each which is accurate. I thought I’d continue to pay $11 per day of use.  This message contradicts this. What is the true charge? Also, the originator of the message doesn’t seem to know who I am, or the fact that I do have Easy Roam. Very impersonal!Thanks,Gil 

Any idea how I go about getting my text message history? I know phone call records are on your bill, but text messages are not. 

I’ll travel to Europe shortly and understand that roaming will cost me $15 a day. What is not clear is this: When I call a number in Europe, is it the same as if I would call from Canada? Same charges apply on top of the $15? And I have to dial the country code, area code and phone number?And if somebody in Europe calls me on my Canadian cell-phone number, what if any charges will apply? To them? To me? Do they have to call my number starting with the US-Canada country code? 001 in Europe.Any clarification much appreciated.thanksMatt 

what time is the bill due by on the due date, I want to make sure if I pay on the due date I won’t be charged a late fee. Is there a cut off time? Thanks

I got a new number from Freedom and didn't know was still being billed by Koodo. What do I do ? Thanks

I had Easy Roam from a few years back and my rate was always $9/day and was still charged $9/day until March 2022 and then in my April bill the charge changed to $11/day but I was told by a Koodo rep that the rate wouldn’t change if I don’t make any changes to my account. That’s why I never took advantage of the $60/month promo. Is this something that Koodo can unilaterally change without any notice? I wouldn’t know if I didn’t check my bill for other charges. 

when I am in the USA, and I have Easy Roam USA on my phone.  I am supposed to receive unlimited texts.  When I get some texts they are labeled on the side MMS and the text box says No Subject, Message size: 1KB and an expiry date.  Why do these messages not come through so that I can read them?  I only get some messages in USA, because I can’t open them I have no idea what they are.   I get all message no problem when I am in Canada.  thanks 

On my latest bill there an extra charge for an add on called 1000 min International LD. The thing is I have had add on for a year and a half and they never charged anything. It was free all along and now out of nowhere they are charging me for it. I have 2 numbers with them both have this add on but they are charging me for one of them. Why would they charge me if it was free all along?