Managing your Services

I have a phone with Koodo, just for the phone calling, but there is no internet on my account.I was told at Telus store I had to arrange through the Koodo online self serve, but I cannot find out how.I can use the phone just fine anywhere, but I want to be able look up info on the internet if I am away from home.How do I get this done? Do I need to call someone or go somewhere?The online self-serve chat is less than useless.If I can’t get internet on my Koodo phone account, I will have to go to another company?Am I wanting to turn on the data on my account?

My wife and I each have our own Koodo phone (2 phones) but we are making changes to our email arrangements. Now we have one shared email address. I changed my user profile and login is OK but my wife’s profile is not accepted bcos the email address is already in use. Of course, it is. So, how can I change her user profile or should I leave it as is and Koodo can’t contact her?

Hello, I would like to connect a plan for 35$ per month. When filling the form I need to enter the social insurance number. I am not a canadian citizen and I do not have it. What I have to do? Could I connect this plan online?

Why do I have a balance on my credit score report even though I have pre-authorized payments and pay it off every month. It has significantly dropped my credit score within two months. Please help. 

I am postpaid customer, this month my credit card was charged a “KOODO TOP UP REAPPROV” with $15 plus 13% tax so $16.95 along with my monthly bill. I didn’t make any top up and have no idea what this is. The only change to my account this month is that I chose to pay off the tab amount but that’s about $200 and has not shown on my bill yet.   

Hey everyone- why is my voicemail not working properly? My phone prompts me to check it wvery ten minutes (annoying) and when i call it, it does nothing. Tried to call the locals abour it but their customer service is lacking and they're lucky i dont go there and take my frustrations out on them. Tomorrow i will if this is not resolved.

I ported my number from Public Mobile, but the Koodo SIM card is still under the “temporary/new” koodo number. My public Mobile sim does not work anymore. When i log into self serve, the mobile number is updated to the ported number. I tried calling my ported number it says “cannot be completed as dialed...”. When i try using the koodo SIM, it still uses the number that came with it. How should this be fixed? It’s so frustrating. Please help.

Hello! I upgraded to a new phone a few months ago, the first bill was paid Oct 27th.  But there was supposed too be 3 months free Apple offer tent to me, It never came? How is it delivered? Am I missing something?ThxJason

Tried to reach a human being 3 times at Koodo.  First time, I try and navigate to a person. No luck. You are forced to use their Call-Back “service”; there is no option to talk to a human being. I set up an appointment.  They call, put me on hold, can’t resolve my question so, I’m put on hold until a REAL customer service rep. is available. 20 minutes later….had to go to work.  What is the point of an “appointment”?Set up a call back a second time….yep, they call.  I get music.  Then, I am told, no “service reps” available and they HANG UP ON ME! Click.Wow.  Someone doesn’t understand that keeping customers is as important as getting new customers. Done.

I just switched plans and got a new phone on BF. I usually get my new bill on the first of the month, but it is now the 3rd and no bill in sight. I am currently.in Austria and can't get the call center to call me charge free, so I thought I check here if anyone knows what's going on and what I should expect?

Hi there!  The past couple of days I have not been able to receive calls or text messages to my Koodo line.  I can make calls, and send texts, and data works just fine.  I’ve been with Koodo over a year so no porting, and my billing is up to date.I’ve reset my phone, reset the network settings, checked to ensure no forwarding/DND issues.  It literally just stopped working and I can’t figure out why.  I can’t take a call from support because I can’t receive calls and facebook support has been silent.Does anyone have any ideas?

2 days ago I bought a Koodo phone and have been trying since to activate the sim card that came with it. Everytime I get up to the payment step, I press finish and activate and the page does not move forward, only refreshes. I've tried with both my credit and debit visa vard. Even went to the store to buy top up vouchers and it still won't work

Hello! I have an odd issue when roaming worked fine in the US and a week later in Cuba it didn’t work at all.  I wasn’t able to connect to Cuba’s mobile operator neither automatically nor manually.  The error during manual connection was “Your SIM card does not allow a connection to this network”.  How could it work in one country and not in another?  The phone was restarted - to no avail.Thanks!

I’m looking at upgrading my phone while keeping my current plan.  But my plan currently has 15GB in add-on data.  Will I lose those when I upgrade?

I signed up for easy roam while overseas.  I am seeing a 10mb data charge resulting in a 100 dollar bill as well as easy roam on my account.  Can this charge be reversed as I have easy roam on my account.

I ordered a phone a week ago and checked the Track your order under self serve.I inputted the order number that Koodo emailed me (copied and pasted it) and it is coming up as “Invalid order number”Any thoughts on what the problem is? 

I can’t seem to get outgoing call display to work on my new Samsung Galaxy S20 FE 5g.  I had it enabled on my A8 (2018) and it says on the Koodo website that it work with this new phone.  Can someone tell me how to activate. 

Does anybody actually know how to turn off VoLTE? It’s not an option I can toggle on my phone, so I found an option in my Self Serve Add Ons. I removed it, got the confirmation, and nothing happens.  I literally have to turn off LTE right now, since my apartment buzzer does not work with VoLTE calls, specifically on Telus/Koodo. Apparently works with all the other providers though. Did the whole song and dance with CS and they weren’t very helpful. 

Hi,Does “Unlimited international messaging” included texting with someone who is in the US while I am Canada? Smartcell rep who is switching my account over from TELUS to Koodoo insists that it does not yet I cannot find anything to that effect (anything about the US being specifically excluded) anywhere so what is it in reality??Thanks!

Help section mentions an unlimited call forwarding add-on for $3,but it’s not visible in the self-serve add on screen?How do I add this feature?

Broken screen on my new TCL 20s and I bought the cell on line and because I don't have extended warranty on it it all comes out of my pocket anybody out there that can help me find a place that will fix the screen in Calgary Alberta. Desperately need the communities help

My phone is lost and trying to locate it. Find my Iphone isnt working even though the phone is still ringing. Can koodo track the phone using the gps function?

Just got a new pre-paid account and sim with a temporary phone number. I would like to transfer my old number to my new sim.  I have registered in koodo Pre-paid with my new number. How do i transfer my old Koodo number?

I am in Mexico and I need to receive calls on my Canadian number. What do I need to make this happen?

Hi I would like to unlock my iPhone SE that I purchased from Koodo in 2016. In the FAQ, it says "From the Self Serve dropdown menu, select Mobile services". but under my Self Service, I cannot find that option.