Managing your Services

I received an email from koodo (yes, their proper email) and phone number giving me a deal for a new phone. I had the option to get a new phone without having to pay the $60 remaining on my tab. I’ve done this before, years ago they offered a similar deal and it worked. But this time I was still charged for the remaining tab. Why?

Can I have a SIM and eSIM with the same number? one SIM for smartphone and one eSIM for smartwatch(LTE), both devices can share a same phone number. Thanks guys

I have a prepaid plan. Basic stuff, nothing fancy. I pay $25/mo+taxes  (every 30 days which keep shifting my expiration date earlier and earlier), and my current expiration date was SEP-02. I MADE A PAYMENT ON SEP-01, and yet my online account is showing that my account is SUSPENDED,  because of “insufficient funds”, even though my account BALANCE CLEARLY SHOWS $25!!! So I PAID AGAIN on SEP-02, ANOTHER $25, and the system said “suspension lifted” or “account restored” or whatever the message says. But I go back to my account and IT STILL SAYS “SUSPENDED”, and now $50 IS IN MY BALANCE!!! WHAT THE HELL IS GOING ON???? 

Just trying to find out if it’s possible?

My phone works again after the problems earlier today, my partner's still has no service.Missed multiple important calls and texts not happy 

This afternoon I was able to login to prepaid while away from home.  Trying it from home this evening isn’t working and the automated help is all but useless, e.g. it doesn’t even recognize my phone number and I know it works because I just used it to call my home phone.

When trying to refer someone and logging into the referral site I get a great message “You don't have any services eligible for this program.”

So my current plan is $45/month for 2gb and right now if I change my plan to the current $45/month plan, i get 3gb a month instead. Would I still have to pay whatever is in the tab bonus balance? 

HiI’m a newcomer to Canada, so my card is still foreign, so I can’t buy on Koodo online.So, I’ve got no Canadian card, and no SIN yet.I want to know if I when buying my SIM on store, will I be asked for local credit card, or SIN number or any other document, I want to know to avoid lacking of such document when I go to the store. Thanks.

I’ve had the wireless home phone for about a year now and have had no real issues until now.About 2 weeks ago I no longer got a dial tone.I have connected my handset directly into the Alcatel hub - no change - still no dial tone.The battery is fully charged and I get all the bars lit up for the signal.I have tried logging into the home phone at 192.168.1.1 as per the user guide and am not able to reach it (no response).I have no network issues.I have tried pinging 192.168.1.1 and receive no response.I have a standard network config. My Telus router is located at 192.168.1.254 - so no conflict there and I have no other routers on the network.Any suggestions?

Hi There!I’m a former Koodo customer of about 4 or 5 years but left about 3 years ago when I moved to the UK. I’m on my way back at the end of this year and saw that AB has a great deal on right now for unlimited talk/text + 10GB of data for $50. I don’t want to sign up 4 months in advance to capitalize on the offer, but also don’t want to have it be unavailable when I am finally back in Canada. Does Koodo offer any sort of raincheck type system for former customers in these sorts of circumstances?Thanks!Scott

My data stopped working last month. It showed I had used around 150mb of data early in the month and then it plateaued. I couldn’t get any connection of any sort when not connected to wifi.I have a OnePlus 6, just upgraded to a 4gb plan today (still not working), I have removed the sim card and put it back in, reset network settings on my phone, and when I went in to adjust the APN details, it wouldn’t save. Yes, the phone’s data option is turned on. I had the data block set for my limit of 2gb turned on but the data still doesn’t work when that’s turned off either.The APN is likely the problem. I can’t edit the existing one and I cannot add a new one. I have reset it a number of times. The APN says services.koodo.com when the website says it should be sp.koodo.com. There are other discrepancies too. What do I do?Thanks for your time and support in advance.

Just noticed on my bill that my plan is listed as:$30 100MB 100 min Plan SFD $30.00Additional data $5/100MB SFD (exp. Sep 02 2021) Free5pm Evenings & Weekends (exp. Sep 02 2021) FreeKoodo F&F EPP 20% -$6.00Shock-free Data 100MB (exp. Sep 02 2021) FreeUnlimited SMS and MMS (exp. Sep 02 2021) Free So what will my plan be on Sept 3rd?? I was not aware my plan expired. 

Weirdest thing I had my phone charging on a table and when it rang the caller ID showed my own phone number. Is this something I need to worry about? I suspect was likely a spam. I did say Hello when I answered but then the phone hang up. Never saw something like this before in all my years with a cell phone. I have a A8 Android Phone with Koodo.

How can I switch to $5 hold plan which I was using an year ago but couldn’t find it in plan options any more as I will be staying out of Canada for another 12 months that is why need to switch to a cheaper option than $15 hold plan which is available, please advise.

Hello. We are in India and I am unable to use the Koodo Mobile outside. I have the roaming enabled on phone and in the account i have both of the add on's in the online account. I restarted the device many times, removed SIM and reinserted it. Any help. I cant even call Kood and self serve is of no help.

no dial tone landline hub

I  have no dial tone on my landline-day 4 now.  All hub lights are green, but I have tried unplugging and plugging back in anyways. Still nothing  

I have called koodo and they helped me transfer my old phone number to my new one phone and i even got a text on my old phone saying it was successful. Now my old number isn’t working on my old phone but the new phone still has a new number and won’t switch over to the old number i want. I tried scheduling a callback from koodo several times but since is to my old number, i’m not getting any calls on either phones.

How do I transfer a pay as you go Koodo number, to a monthly plan ? Want to keep the same number... Just switched from pay as you go to monthly

I have been unable to enable VoLTE or WiFi Calling after switching to an iPhone Xs from an Android device.Here are the steps I have tried so far with no luck:Turn off phone for 5 Minutes Updating Carrier Settings Verifying I’m on the latest iOS Verify Cellular settings. As per https://support.apple.com/en-us/HT203124 I only see the Options shown under “If your carrier doesn't support VoLTE” Reset Network Settings Verify APN settings to be “sp.koodo.com” Enrolling through https://ent.telus.com/acmegw-android/koodo/entitlement/e911: It shows me the address I initially opened the account under, I’ve moved 3 times since I cannot update the address or get past this step without changing the address. Looking at the browser calls in the Developer Console I can see the backend throws an Error 500 with a Java Null Pointer Exception: java.lang.NullPointerException com.telus.entitlement.service.DataStoreService.updateIMSE911PostalAddress(DataStoreService.java:699) com.telus.entitlement.servlet.E9

Is there any benefit to adding a line to an existing account, financial or otherwise, rather than simply creating a new account? I have 3 lines with Koodo currently. One would think it would be in Koodo’s interest to keep me happy and adding a line for cheaper might do that. 

I was on a 12 day trip to the US. I got easy roam turned on on day three. I was very careful to only turn on roaming in four <24 hour increments and I took notes about what times of day I started and manually disabled it. When the July bill came, there were 8 days of data roaming charges! I've looked at the data usage vs the bill; for example the bill says easy roam activated on Tue 6 July at 11:05 am, but there was no activity (data/text/airtime) on your usage page between 7 am and 3:15pm which is when I recorded turning on roaming. And because of that starting at 11am, I was also charged for Wed 7 July between 11am and 1pm though that should have fallen under the 24hr period that started at 3pm.  That's one day out of four I have records for that I shouldn't be charged for. I'm a new account holder, but not a new phone user. Next step is buying a travel SIM, if this the way Koodo does "Easy Roam”. Can someone fix this?

I'm using an LG. I live in Toronto. My data and wifi work perfectly fine but for some odd reason I can't make or receive phone calls. 

Not able to make/receive calls here in Kingston! Was working ok last night. Been having "garbled" or broken voicemail for the last several weeks as well.