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The place to ask all of your Koodo related questions

3891 Topics
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NicoleCBeginner
asked in Billing & Payments
Stream+ keeps activating when I don't want it

For the past 5 months, Stream+ keeps activating itself & charging me. I have myself, my husband and both my parents on my account and all four are being charged for Stream+. I have called in 3 times to have them take it off & reimburse me and the keep assuring me it won’t happen again. They keep asking if it’s someone in my family activating it and 100% it is not. The last person I spoke with insisted I change my password (which I did) saying perhaps my account was hacked. I’m at my whit's end with this. It is so difficult to actually get someone on the phone & I’m sick of having to deal with this. Seriously considering switching to another provider if this can’t be solved. Now today, the chat function to schedule a call back is not working so I can’t even deal with it. Has anyone else had this issue?

724
Flo Koodo
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KaitlanBeginner
asked in Self Serve
Adding a new lie to my account

I am try to add another line to my account, I already have a SIM card but it wont let my use it and is forcing me to buy another one. How can I get past this?

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momsAmbassador
posted in Other
Where can i find the option to turn off LTE on the iPhone?

I went into my iPhones settings under Voice and Data and would like to know where can I find the option to disable LTE/VoLTE on the phone. 

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willy_smithConnector
asked in Plans & Add-ons
How do I DISABLE Easy Roam

How do I DISABLE Easy Roam?!?  There are plenty of articles showing how to ENABLE it but none how to DISABLE it.

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Allan M
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francebabyBeginner
asked in Billing & Payments
Payment Error 500 self serve

I need to pay my due billing but I am unable by receiving a 500 error page. I have tried several times at different hours and this doesn’t work.I am outside the country, cannot call. I am using a Canadian credit card.Please contact PM asap. 

733
Bernard Koodo
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helppppppppppppppRockstar
asked in Billing & Payments
paid my prepaid account by mistake instead of the postpaid one

I was previously a prepaid customer. I paid $70.28 on I believe december 22 2023 by mistake to the prepaid plan when I should have paid it to the monthly plan. Can I get this money credited to my monthly account? thankyou

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rodrigomm31Beginner
asked in Plans & Add-ons
Stream+ plan upgrade

I started a Stream+ Basic subscription on April 14th, and wanted to upgrade to the premium plan before even activating it. I just spoke with the customer service that told me: 1) I would have to cancel my basic subscription and start from scratch a new subscription; 2) A proportional credit/refund would be added to my account. I hung up the phone and cancelled the basic plan, but to my surprise I got the message that my subscription will be active until May 14th... So I tried to create a new subscription to see if the credit would transfer to the new plan, but the website gave me an error message - says I already have an active subscription.... This is painful... I just wanted to upgrade the plan. How can this be done? Thanks

2162
Bernard Koodo
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Florence CBeginner
asked in Plans & Add-ons
1000 mins International LD add on

I called International call on Apr 19 without Internaional LD add on.  If I buy the 1000 mins international LD add on today (Apr 24).  Can this cover the Apr 19 called usage?  Thanks

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RedWolfBeginner
asked in Other
Does Koodo want to make a counter offer

Long time Koodo customer.  Happy with the service.  Recently offered a much improved plan from Telus as part of an employee purchase program.  Unlimited Data ( throttled after 50 GB ) for $45/mo on a bring your own device program.Because of long satisfactory relationship with Koodo, I want to see if they were prepared to offer any changes to my existing plan to induce me not to switch.  Unfortunately I cannot find any way to discuss this with a live human being.Do I just assume that conversation won’t happen and proceed to switch to Telus, or is there some way to talk with a live Customer Service person? 

902
Bernard Koodo
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XVXBlueBeginner
asked in Plans & Add-ons
Service code needed for netflix account

Hello My netflix account i have been paying through koodo it was recently hacked and the email was changed and to get it back i need the 6 digit service number from koodo but cant for the life of my find it 

1153
Bernard Koodo
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ChocoboConnector
asked in Self Serve
Trouble Changing Plan

Hi there, Is anyone else having issues changing their plan through self serve? I’ve been trying all weekend at different hours and I keep getting the ice cream error. Thanks!

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avator123Connector
asked in Other
messages from abroad do not reach my phone

Hello everyone,I am experiencing an issue with Koodo where I am not receiving any messages from overseas, including SMS from real people or bank codes(MFA). I have spoken with the senders, and they have confirmed that they have sent the messages to me, but I have not received them. Restarting the phone does not resolve the issue. Is there a solution to this problem? 

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SithebMember
asked in Other
call ended problem

I’ve been trying to make calls from abroad and I keep getting the message « call ended » as soon as I dial anywhere, even in the US. I even tried to reach my voice mail, but nothing works! Usually I’m in Canada, but currently in the US for travel. My spouse’s phone does work and we both have the same Koodo service with roaming on. It’s quite frustrating considering the roaming charges and can only use cellular data internet… can anyone help getting out of this situation? Thanks in advance. 

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Ancient OneNew Member
asked in Other
What TV with Koodo Internetrs

I have seen the offers for Internet Service from Koodo, and I am tempted to move away from my current provider …. but what do folks use for TV services.  Are you forced to go back the Bell or Rogers?  I have anApple TV device, does that work with Koodo?

1192
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Jag_DieppeBeginner
asked in Plans & Add-ons
Conflicting add-ons when activating Amazon Prime when existing Prime subsciption exists.

I have subscibed to Amazon+, Disney+ and Netflix through Koodo. When I try to activate my subscription to Amazon+, I get the error "You already have an active Prime membership on this account. Existing Prime members are ineligible for this offer”.  When I go to Prime to de-activate my Prime subscription, it also won't let me deactivate it because it says I'm subscibed through a Koodo package”. This is a vicious circle, so how do I go about this.

3754
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Daniel St.JohnCoach
posted in Other
Debugging kernel

Not debugging kernel after hard reset, should I be concerned?? 

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Dinh
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Redcoat_VeteranBeginner
asked in Plans & Add-ons
Check when an add-on was first added

Hello,On my latest bill, there was an extra charge for device care complete that made the bill more than what it had been for the past year. I cancelled the device care, but it made me wonder when and why it was added, or if I had device care all along but it’s now a more expensive charge. I downloaded all of my previous bills, but in their .pdf form they don’t break down individual charges.Is there any way to verify how long I’ve had an add-on for?

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Flo Koodo
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Henry09Beginner
posted in Billing & Payments
how can i get my koodo account number for my sim

I need help on how to get my account number that's associated with my mobile number 

1921
Flo Koodo
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Shaggy
asked in Other
I am with Virgin. If I switch to koodoo, do I have to change my and my husband’s phone numbets?

Do I have to change my and my husband’s phone number if I switch from Virgin Mobility to Koodo?

1212
Flo Koodo
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cheeseluvrNew Member
asked in Plans & Add-ons
easy roam charges

We have two phones with easy roam turned to on on both phones under one account. If we are both using our phone is the $14.99 charge per phone or per account? We are going to the States for a few days.

2194
Bernard Koodo
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BusymomruConnector
asked in Billing & Payments
CALLBACK

I am so frustrated and beginning to regret porting over …. So far I have had to wait for 4 callbacks in addition 2 agents have said they would followup …. I have to say once I am speaking with an Agent they have been fantastic BUT it’s getting to someone that is FRUSTRATING …. I USE self serve whenever I can and avoid BOT’s  they aren’t helpful only annoying - when I start a chat I want it be with a person and waiting 3 hours for a callback is ridiculous!!!!I was on with loyalty last weekend and we weren’t finished when call dropped (due to switch/port - I assume) … I was left a voicemail as I could not get service and indication was he would follow up ….nothing!  Next day had to schedule a callback …. it went thru but unfortunately she wasn’t able to see notes on loyalty end - nor was the person online - so she sent him a message to call and she said she would follow up - NOTHING …. got my bill and it is NOT as promised and scheduled another callback … 3 hours later I answered and oth

2782
Flo Koodo
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JeremylezonBeginner
asked in Self Serve
Home Internet Ordered, not installed and cant cancel online

Someone please help, I ordered home internet, have decided against installing it. Have not have an installer to activate outside. Received my modem and cannot cancel in self serve because it doesn’t show anywhere under subscriptions to cancel 

1395
Bernard Koodo
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JK27Beginner
asked in Self Serve
Getting a new phone and changing SIM card types

Hi, I am thinking of getting a new phone since my old one is getting to the point where it’s not functioning really that well anymore. I have a micro SIM card with my phone number on it, and I’ve read that the majority of new phones use nano SIM cards. My question is if I order a new phone from the Koodo online shop, will I have to change my phone number to upgrade to a nano SIM card? Thank you.

2142
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playfordConnector
asked in Plans & Add-ons
Why can't I change to a lower rate plan ?

I have no tab and I want to use my phone far less going forward, but I am not able to select something cheaper. Why?

1555
Dinh
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JacdawBeginner
asked in Other
How to get old phone invoice

Hey - I want to find the serial number of a phone I don’t have anymore. I bought it in 2016. Anyone know if Koodo will be able to send me the old invoice? Thx!

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Dinh

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