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The place to ask all of your Koodo related questions

3922 Topics
A
ariiiBeginner
asked in Billing & Payments
Billing

I am a student and i bought the phone with koodo on EMI. SO, im currently paying both the phone’s EMI and the bill. I am going on a vacay for like two months, the billing date here shows 22nd may and i will be leaving on may 26th and will be back by july 29th or sum. What do i do because i technically dont want the data plan from 26th may till end of july. Also, another question. I know its a little dumb but i just want to make sure. So for example i cut off from the data plan for a while, would i still be able to access wifi and all or i wont be able to access any form of internet?Also, what should i do to cancel the subscription because i think i would still have to pay for the phone’s EMI. Do you think they can just charge me till 26th or so and then i can activate it again right when i come back? If yes, how do i do that. If no, then what should i do?

381
Dinh
6 months ago
H
HairyoldguyBeginner
asked in Billing & Payments
bill not going to my number

I used to get my bill via text every month.  Then I changed my number and now I don't.  I called 3 times and was assured that it would now come to my new number.  Is there nobody working at Koodo that knows how to fix this problem?? It's not brain surgery after all. It's really starting to irk me

211
Dinh
6 months ago
V
Val77600Beginner
asked in Self Serve
Can't create my self serv account

Hi, I bought a prepaid sim card in a store. After activating my sim, I never received any email from Koodo.I’m trying to create a self serv account. Each time I’m doing so it’s written : We are unable to process yourrequest at the moment. I tried with different browsers.I went to a koodo shop their only answer was to wait and try an other time.My sim is working, I can call and use internet. Any idea? 

1063
Dinh
6 months ago
K
KushKaurConnector
asked in Billing & Payments
EPP Plan Change

Hey folks, I had a koodo plan where I was getting 50$ for 70gb, 5G speeds. I have been trying to get the EPP applied on this for like 2 months now but there was a paystub issue, I got that fixed and just got an email my plan is not eligible for EPP.So I called Koodo and they switched my plan to 55$ for 80gb, 5G speeds. They also mentioned only 55$+ plans are eligible for EPP, Im just afraid I was oversold because in self serve I can see 50$ for 60gb plans too. Can anybody confirm?

4444
Flo Koodo
6 months ago
B
BrianDBeginner
asked in Other
Can't send texts on Easy Roam

I am on Easy Roam - not in the USA - I can receive texts but not send. Please help!

572
M
6 months ago
A
AlanPBeginner
asked in Self Serve
Shouldn’t Koodo make sure their software works

Trying to take 2 phones off seasonal plans. Asks me to take off seasonal hold. Do that. Bunch of plans show up so I can select one . Do that then it just shows 3 dots fading in and out. Both accounts do that. Really frustrating to have a self serve system that makes it very difficult to contact someone to fix their software problem   Don’t know what to do is there a phone number or email where I can call someone to fix their problem. 

342
Sophia
6 months ago
F
frustrated_user_700Beginner
asked in Other
Cannot Change SIM Card

The SIM card I have is not working. I have been given a new SIM card. The “Change your SIM Card” fails because the verification code is not being sent out to my email address. All other emails from Koodo have arrived, there is nothing being blocked by filters. I cannot call support or have support call me because I currently don’t have a working phone.How do I get in contact with support?How do I get Koodo to send a verification email?

551
Flo Koodo
6 months ago
R
rex_tonyRockstar
asked in Other
Disney+ is not activating from stream + subscription link

Asap i click on the Activate link for Disney. A disney page comes out saying an error occured. then brings me to their home page.tried opening regular account with just regular email. gives me email invalid error.the Other two is worked fine.i did not have a Disney account prior

3644
R
6 months ago
K
K102Organizer
asked in Other
Stream + Shenanigans

Hello All, since March 21 … I have had nothing but issues trying to get the “ Prime” portion of Stream+ fixed/activated properly.Initially it was because of my existing Prime billed through Koodo and its just been one issue after another after that. The latest was today speaking to 2 levels of support with promise of a callback/resolution. After the call my subscription and receipts were gone!The call went well and I can honestly say have always had pleasant CSR/Tech support.Just noticed now that I can see my subscription has returned with Netflix/Disney activated. However Prime membership appears not to be activated even though I have the “Welcome to Prime” screenshot.Now I’m not sure what to do. After getting the “Welcome to Prime” how long should it take to transfer to my Amazon Account?Any assistance appreciated Thank you! 

863
K
6 months ago
M
MJIKBeginner
posted in Billing & Payments
Customer Service - Roaming Charges - Predatory Sales Practices

I was perfectly okay with my cell phone services, till one day one of your Sales Rep came to my door to sell the plans, the plan itself was attractive, however, I asked about roam charges, as I do not want any roaming or charges, the lady clearly explained unless and until I DO NOT REQUEST via phone or self serve for activating roaming outside Canada I DO NOT NEED TO WORRY the only thing she advised was to keep data roaming OFF, so I bought two plans, one for my wife and the other for my daughter, quite satisfies, so much that I planned to move all my cell phone accounts with Koodo, being a loyal customer with Telus for many many years i trusted, was satisfied that I intend to move my Bell internet with Koodo, until recently when I get a “SURPRISED” account update with an exuberant Roaming charges, Not sure how can a company like Telus allows such a scam, the worst part, your customer services, absolutely terrible attitude, they make sure Customer is always wrong, the way they talk is

772
Flo Koodo
6 months ago
D
Dawn_cpBeginner
asked in Plans & Add-ons
rollover data and plan changes

Will my current data balance (which includes a large sum from months of rollover) be transferred when i change my plan to “US/Canada roaming w data, talk and text”?.  Do i need to select the rollover data perk to save this collected data?

4552
L
6 months ago
M
MaureemBeginner
asked in Billing & Payments
incorrct data charges

Hello! I’ve been charged six times for roaming fees since the beginning of this year, each time I’ve been close to the border but I don’t turn on my data until I cross. How do I get these fees removed from my bill?

483
Flo Koodo
6 months ago
H
HannahHBeginner
asked in Plans & Add-ons
Cant change my plan back in self serve!

Went on vacation recently and had to upgrade to a US plan. Now self serve won’t let me go back to my old one and I’m stuck paying for the US plan I don’t need or use. Before I switched it gave my options. Now it doesn’t.Seems scummy to force you into keeping a plan and not mentioning you can’t change it back after.

801
Dinh
6 months ago
F
Faith LarissaConnector
asked in Plans & Add-ons
Can't Subscribe to Stream+

I want to sign up for Stream+, but no matter what credit card details I enter, it says there was an issue processing my payment. I am sure that the postal code is correct, I’ve also cleared my brower’s cache and it is still not working. Any ideas?

19410
Bernard Koodo
6 months ago
Y
YShConnector
asked in Self Serve
activating your Koodo Prepaid account

Help me solve the problem with registering a SIM card for payments  - Self Serve “What you'll need to get started”I go to the linkhttps://activateprepaid.koodomobile.com/en/on/prepaid/koodo/consumer/activation/account-setupI enter the card detailsand gives the error "SIM card number is not available to be activated"I have - eSIM on prepaid subscriptionI added an eSIM to my phone outside of Canada and I can’t activate it (it says “no access”) because the service package did not include roaming.The support service replied that the number was active.The support service replied that you need to go to your account account and add a roaming service.I can’t register for my account because I need an SMS code when checking my phone number. I am not receiving the SMS code because I am outside of Canada.What options are there to solve the problem?

12410
M
6 months ago
N
nady girgisBeginner
asked in Billing & Payments
Am I the only one? 2

A member asked for details; from not so far history here is an example. Because of my health and age I go to the US and spend the winter with family. I did that before I became Koodo’s customer, therefore they knew. Koodo tried to entice me to join a monthly plan for ‘Roaming’. I declined since I rarely use my phone; it is mainly for emergencies. For 23 days, Koodo cutoff service as punishment. It was time and I came back to Canada and I received an email saying “there is someone in the US pretending to be you…” to justify not giving credit for the 23 days. My reply was 2-questions: “did Koodo receive 2 signals from US and Canada same time?” The other question was “even if that were true, this is a network security issue, why are you telling me? Do you expect me to solve it for you?” There was no answer of course!!! Not only that, they used that same crap 2 more times to cover-up scams. Another beauty; over $100 “service charge” suddenly appeared in my bill. Before I could contact Kood

501
L
6 months ago
S
StevenGConnector
asked in Other
Call from "telus" offering "discount"

Hi everyone, I just got a phone call from somebody saying that because I've been a "Telus mobility" customer for a long time I qualify for "the discount." It sounded like a scam so I ended the conversation. Was any part of that call legit?

3286
Flo Koodo
6 months ago
S
speedy3aBeginner
asked in Billing & Payments
Error message when trying to pay remaining bill after cancelling my phone number

Hi,I recently got a monthly plan from Koodo for the duration of my stay in Canada. Since I am back in my home country, I requested to cancel my phone number/account and was told I’d be able to pay the remaining bill according to my usage when the number was cancelled. Now that it is cancelled, I have been trying to pay the bill nearly every day, but I’m faced with an error message just as I try to pay: “The service is unavailable right now | Our systems aren’t able to process your request at this time. Check back shortly or refresh the page. | Error code #500”. I also do not have a canadian bank account, so paying through a bank is also not possible for me. I tried to request a callback to sort out this issue so I could pay my bill, but unfortunately, I no longer have a Canadian phone number, and I am not in Canada anymore, and the chatbot says it will only callback Canadian phone numbers. This means I have no way to reach Koodo and resolve this issue directly and pay my bill, and unfo

1052
Sophia
6 months ago
R
ricowrBeginner
asked in Plans & Add-ons
Canada-USA Roaming plan and tethering

I’m thinking about changing my plan to the  “Canada-USA roaming with data, talk and texts.”   However, I’ve been unable to determine whether or not there are any restrictions on tethering with this plan (and the AI Chatbot was decidedly unhelpful).  Does anyone have insight into this? Thanks much. 

3292
R
6 months ago
W
wavliaConnector
asked in Billing & Payments
When Does Payment for Seasonal Plan Start

I’m currently out of the Canada for 4 months and I was advised by Koodo to temporarily suspend my service so that I don’t have to pay the full amount of my plan  (50GB UL Can Min SFD) while I’m away. I paused my service on May 2, 2024, but Koodo is still charging me for my 50GB UL Can Min SFD plan this May. Does that mean that I’ll be paying for my regular phone plan service this month only, and I’ll be charged for the seasonal hold plan next month (June)?

16010
Flo Koodo
6 months ago
N
nady girgisBeginner
posted in Billing & Payments
Am I the only one?

Koodo keeps trying to rip me off. Latest after being hounded by Koodo to get 5G phone I bought one on Feb 26 and paid the deposit on the phone and monthly charge for March. I pay in ADVANCE like everybody. I received a bill for Mar in Feb. You would expect the thieves to cancel Feb bill after paying for Mar with the new phone on Feb 26. But no they like to steal from seniors. This is not the first attempt to steal from me!!!!

732
Bernard Koodo
6 months ago
T
teddybeareBeginner
asked in Prepaid
Promotional bonus data problem

I have received a 10G promotional bonus data per month for my prepaid account and it showed up on my account in my web login. However, after I used up my regular monthly data, any extra data that I used got deducted from my data booster add-on  that is already in my current account instead of 10G under my Promotions Usage section. It should deduct from that 10G promotional bonus data instead of my data booster.Is there any way to get that fixed?

1971
O
6 months ago
V
VictimAmbassador
asked in Other
Still Waiting For Answer to text - but image allowed.

In chronological OrderSigned up w/ Koodo.  Had 2 weeks od daily attempts to send pics w/ texts. Using Koodo, found  a way to get/send texts w/ pics. Koodo announced a change and options are, Use the new settings or if they don’t work then  buy a new phone from Koodo. Guess what, they don’t work. Nasty way of doing business. Used new settings, and was again, able to send/receive texts w/ pics. For no reason at all, settings no longer work. I have been paying monthly fess for a no half-baked service. That is, may only send receive texts but if has a image, ir goes to byte heaven and no tells the sender (me) or the recipient that there was message w/ pic, but that is kept a secret by Koodo.QUESTION:What were the old settings that had ip address starting w/ 74? That worked until Koodo fixed it to sell new phones.

593
Dinh
6 months ago
R
RlukecoBeginner
asked in Plans & Add-ons
VoLTE mess

Hi, I noticed my VoLTE wasn't working so was doing some reading and saw that sometimes things were not working properly on Koodos "backend". I thought that if I removed it from my add-ons then added it again it may rectify the problem. However, once I removed it from my add-ons the option to reinstate it didn't return. Just wondering if there is any way to have it added back into may add-ons and have someone make sure everything is good on their "backend" without scheduling a call. Thank you.

855
R
6 months ago
D
DuboNew Member
asked in Billing & Payments
Plan was changed after I changed my payment.

few days ago I wanted change my payment method, and I cancel the Pre-authorized Payment,  and I found the plan was changed from 29 to 35.  what happened to my account?

672
Flo Koodo
6 months ago

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