Managing your Services

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

I have purchased a galaxy watch 8 and koodo says they dont support it. But you can buy one on your tab 580.00 for your Koodo Plan. So then it is supported ? I am very confused. Spent an hour trying to add it to my plan. And finally the rep said it "may not be supported" to try getting a galaxy watch 6 or 7. And then I read some feeds in community that's saying it doesn't support any LTE. PLEASE HELP

I am currently roaming in Europe and am unable to make outgoing calls

How do i activate international calling? i have the international call package and have looked in the manage add on tab for the option as per the chat bot its there but when I try to make call it says international calling is not enabled , please enable my international calling . i need to contact family back home and cant wait a day for a call back

Hello. New Koodo member here. I seem to be experiencing a common issue where I’m trying to pick my free perk (Rollover Data), get to a confirmation screen, but not receiving any confirmation emails. The “pick your free perk” option continues to show up in my Overview page, which if i try again, gives me the same result, which leads me to think the perk did not add properly. I’ve tried this on repeatedly on multiple days, different browsers and different networks with no success. Would someone be able to help? Thanks!

Hi koodo,I signed up for the $24 20GB plan two weeks ago and already paid. My plan was cancelled without my consent, and I was told to switch to a new plan with a free SIM. However, I have now been charged again. Please explain all charges and refund any duplicate or incorrect billing immediately.