Managing your Services

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.

I was supposed to keep my old number when moving to Koodo and when j switched I got a new number… how to fix that

Hi! I am new in Canada (Montreal) as an International Student. I do not have a canadian number yet, but I would very much like to receive one with a monthly plan for my existing phone. However, I can’t order one of your SIM Cards as I do not have a canadian numer yet (which is required at CheckOut). Moreover, I could pay online with Visa or Mastercard, is one of the options okay?Otherwise, I can also visit a store of Koodo and buy my new SIM Card in person, however I am a little confused right now as I do not understand how to get a Canadian SIM Card for the first time. Thank you very much, any help is highly appreciated! 

Hi,I want  to buy a prepaid plan for my daughter who will be studying in Canada, but do not have a Canada credit card.How can I do this? 

Hi, I just got a phone call today from Virgin and they’d like to offer me $40 for 10GB, unlimited text, unlimited minutes and 1000 international minutes. (They have the same plan for $50 online.) My current plan with Koodo is $35 without data. I’d like to talk to Koodo customer services’ staff over the phone, but I can’t find a phone number that can help me to connect with a real person. Anyone know which number should I call? Thanks,K

My mother has been trying to access her Koodo account, but no longer has access to the email that was used to register her account. She cannot access self serve. Is there any way to access her account in this scenario? 

Hello,I am currently on a Postpaid plan, but I am planning to switch to Prepaid: the smallest $15 base plan, with 100 Canada-wide minutes. However, I talk with family in the US frequently on weekends.I understand that I have to purchase a long-distance booster to make outgoing calls to the US. I have two questions.On the prepaid plan, can I receive unlimited incoming calls from the US on nights and weekends, even with a limited-minute plan (my understanding is yes)? On the prepaid plan, will outgoing calls to the US on nights and weekends count against my minutes? Or are these unlimited?Thank you in advance for your help!

The basic plan I bought said they would rollover unused data.  That is not happening.  Was I duped and who do I call to rectify the problem

How can I change my credit information for Automatic top-up (or in general!)?

Hi, I'm thinking of getting the landline hub for my elderly mother who makes frequent calls to Panama and Trinidad.  Is there a plan with international calling that can keep the cost manageable for me?  Thanks for your time, appreciate any help on this.

Tried changing my plan to take advantage of the new deals right now, but the error came up "A rate plan change is scheduled for {0}. You can change your rate plan after that date, and it will come into effect in your next billing cycle.". What does it mean {0}? Means I won't be able to change my phone plan, like ever?

I recently received a call from Koodo and was able to upgrade my plan to more data for a $10 flat fee. The rep did not make me aware that I would be losing my existing 5gb addon which I thought would stay on my account. Can I get the 5gb addon back? 

I’m debating between these two plans.  One is $35 with unlimited Canada-Wide messaging, the other is $45 with unlimited international messaging. I text someone from the USA who sends me pictures an videos, I send them back. If I choose the $35 plan, will I be charged for these SMS? Am I better off getting the $45 plan to avoid being charged for these texts?Thanks, 

My account is shared with my two children and most recently, my husband. When it was initially set up, my two children and I added our phones and all numbers are listed in the account with my name. This year, my husband joined us and I was prompted to add his name during set up. I was hoping to be able to add my kids names to their phone numbers but am unable to do so. Any ideas?

So my mom is looking into switching to Koodo - and their $30 Pay as You Go Data plan. Does anyone know how this works?? Will she buy x data a month for x amount, then going over it she pays 13/100mb? I am trying to tell her just buy a plan but she wants to save $$$. Thanks!

I get 5 GB of free data with my plan and as of yesterday I found out it wasnt enought to get through the whole month. I'm  wondering if anyone can tell me how to add 1 more GB onto my phone. In simple instructions as I am very new to all this. Also do I pay when I get my bill or do I have to pay when I put on with bank card or credit card? I'm in Canada if that makes any difference. Thanks. PB

I’m currently overseas in Israel and cannot connect my Koodo sim to any of the mobile providers.My phone works well with a local SIM.I don’t have Easy Roam enabled as I just want to receive an urgent OTP SMS. I tried restarting my phone multiple times as indicated in other similar questions but it doesn’t help. When selecting to try to automatically connect to a network is just fails after a while. 

New customer, ordered  new sim and was told it was shipped Aug 17 now its the 22nd ...how long does it take for new card? 

We received a text from Koodo through Everbridge and are trying to verify if this is, in fact, from Koodo. They said that calls from our phone to Haiti will be temporarily free (assuming due to the earthquake). Seems great but would like to confirm. Have asked for a callback but wondering if anyone else has received or heard of these texts. TIA

I want to return my very defective XsMax. -  received last week.  First email response asked if I wanted a return or exchange.I want an exchange but want to know how long it will take and what the process is (I thought exchange was not possible based on the website).No response.Tried booking a call back on the CHAT (buried very deeply through a digital rep) . I did not receive a call back at the scheduled time this morning.This phone had a defective screen. It is a brick now- useless. I cannot get a rep on the line because the system insists on sending a text message to my phone WHICH I CANNOT USE.I need to get this return / exchange process returned.  Can someone help me please? 

Hi,I’m a prepaid user with data and minutes booster left. Does anyone know if the data and minutes balances are linked with the phone number or the prepaid online account.For instance, in my case my current prepaid number has 1GB data and 100 minutes left. If I transfer my current number to a Telus sim card/account, and my current prepaid sim card installed on another phone with a new 2nd number, does the 2nd number have that 1GB data and 100 minutes?Thank you.

Hi there, due to an injury and becoming handicapped a few years ago, my credit is less than stellar.  Actually had my order for a new sim card cancelled today because of it.Is there a cash deposit I can give to secure a monthly payment plan, or am I just going to be referred to the prepaid plans.I would also like to add a previously used phone, but would like to know what I can do to make this happen. Would a credit card in my name help?