Managing your Services

I log on self-serve, write all my payment information, and as i try to proceed past this step, step 2 in the menu, i get an error message : ss_otp_40023_tokenizationfailure_step2 , ‘’This isnt available at the moment, try again later’’ This is both on my phone, and via a computer. Should i really just wait it out? I’m late on my payment  so, i would really like to resolve this quickly.

The coax cable. I have doesn’t have the proper attachment to connect my modem, but the email said I did not need to set up

I travelled to the US for 8 days and deliberately used Airalo for data. Before crossing the border, I disabled Koodo data roaming and data switching. Now I was charged of $188. Please see my Airalo data roaming purchased.I did not intentionally use Koodo data, calls, or messaging.The Easy Roam charges appear to have been triggered by accidental background activity.I’m requesting a review and dispute for these unintended

Hi there:Similar to others, I am frustrated at the shady practices exhibited with a sneaky price increase with no prior notice let alone a 30 day notice as required - no text message, no email, no statement notice. My April statement was made available today and it is only a screen pop up message that alludes to the $7-8 price increase which will be charged in 15 days. Let’s not even get to not having a legitimate support option - regurgitant AI messaging and forums is not it. To add insult to injury, Koodo indicates the charge is due to my having changed my plan which is false and misleading. When I in fact try to browse other plans, I AM NOT ABLE TO as a message indicates I have recently changed my plan and must wait for another billing cycle. I have not made any changes…. the low cost option to other telecom companies with subpar network coverage is showing its colours.Get your act together, Koodo. 

Trying to Cancel my account from this service is ridiculous! First trying to cancel a line off my account due to a user passing away was a nightmare. It took 2 weeks to get it cancelled! Now I’m trying to actually move the other 2 numbers and theres apparently Port Protection on both numbers. I never consented to port protection to be on the account in the first place! I need to get this removed without having to call into get the port protection removed. I thought it was supposed to be easy switching but nope. Utterly Frustrated! 

Hi there, I need to get the easy roam charges that were charged in the last 30 days to both my phone lines reversed. I live in BC close to the border but have not crossed into US. I have taken advice from previous reps but am still noticing I am being charged for easy roam occasionally

Does anyone know how to contact a person with Koodo?  We purchased a 7 day Easy Roam travel pass and yet were still charged an additional $258 on our bill.  The chatbot doesn’t understand the question and will not even allow me to schedule a call back. I am the account holder for this account but the two phone numbers belong to my teenagers.  So I need to be able to give someone an ACCOUNT number to deal with both problems as opposed to giving one PHONE NUMBER.This is an incredibly frustrating experience.  I looked through the forum but I can’t seem to be able to find the answer. 

Hi, switched to Koodo and everything works great except the Pick my perk (5g boost). When I try to add it, it does nothing. Saw it’s maybe a common issue. What could I do to fix it?

Hello, I’m encountering the same problem as many others. I am trying to add my free perk in Self-Serve (specifically 5G speed boost), but it will not register despite going through the adding process repeatedly. I’ve tried various browsers, incognito/clearing cache, and adding different perks (the workaround some reps are saying to try), but none of them go through. Please help, I’ve been trying for over a week and it still hasn’t changed. I’m losing out on the features I signed up for when joining this plan :(I signed in using self-serve credentials, so hoping a rep can assist me.

Everytime I click the link to activate my amazon prime it prompts me to login but then says the webpage doesn’t exist. Is there any solution to this? I don’t have an active prime subscription and my netflix and disney had no problem activating, it’s just prime giving me issues. 

My $50 60GB UL min Plan SFD (5G Speed) plan suddenly became a $55 plan with no notice. I’ve gone back and looked at the past several months of invoices, and there is nothing to indicate a price increase coming. How can Koodo make a change like this without providing any information (that I can find)? It seems like I’m not the only one who has experienced this, and I’d like some clarity.

Hello. I just added a line to my account for my mom and she wanted to keep her old number. I followed the instructions right up until it asks for IEMI number or the account number from the company she transferring her number from. We put in her account number and it keeps telling her it’s wrong. She double checked I have triple checked  and she is entering the correct account number. How can I talk to costumer service for some help

I am  traveling to Asia for 16 days and have purchased the Asia Easy Roam 14-Day Pass.Could you please let me know how the roaming charges will be calculated for the remaining 2 days? Also, do I need to add any additional perks or plans to cover those extra days?Thank you.

Today Saturday 2nd May, instead of enjoying my weekend, I wasted 2 hours on the phone just to cancel the bad internet service, nobody answered. I scheduled a call back. They called after 2 hours and again they put me on hold for another one hour!!!!!And they call it a service?! KOODO CHOOSE HAPPY!!No I'm not happy at all. It took me 10 seconds to log in and cancel my fizz internet. Moving to koodo was a big mistake when a koodo agent knocked my door and provided me with an offer (same price double the speed). Actually, I had many disconnections while watching a channel so I decided to go back to fizz. It took me 10 seconds to reactivate my fizz service and never had any issue with their internet. Now I wasted a day just to cancel this bad service.This is absolutely ridiculous, I'm gonna call the CRTC to find a solution. No more wasting time with those scammers. 

ANYONE HAVING ISSUES WITH THE SUBSCRIPTIONS PAGE NOT LOADING ON THE KOODO WEBSITE TODAY MAY 3/26

Hi there, I need help unlocking my account. I entered the wrong password too many times now my account is locked out. I have reset my password still not working, cleared my cache/cookies and had scheduled a callback from customer service rep but all they did was reset the password again and told me to wait another hour. It is now the next day and still not working. I also had my phone disconnected due to expired credit card that is why I had to try to get into my account to update it but the service rep said it was not expired.. which is not true.. She did not understand I was saying so I just asked her to top up with a different credit card which she did. But I just checked today she had charged me a few dollars more than what my usual phone bill is. 

For at least three years, probably longer, my texts have been bouncing back. Don’t ask me why I tolerated it this long, because I honestly don’t know. At this point, there are far too many other providers to even consider sticking with Koodo.From what I’ve noticed, the service runs in cycles: about 10 minutes where nothing sends (everything fails), followed by a brief 5-minute window where messages actually go through. “Tech support” claims they don’t see any issues on their end, and none of their suggestions have made a difference. This isn’t just happening on my phone either, it’s the same story on my partner’s device. Doesn’t matter where we are, or time of day.I’m constantly toggling airplane mode just to reconnect to a tower and squeeze out a few minutes of usable service. That’s not what anyone should have to do for something they’re paying for.At this point, I’d rather pay more somewhere else and actually have a service that works.

I'm trying to change my address through self-serve, but every time I enter my address, the "search" never ends. And if I enter manually, it doesn't find the address, but surrounding ones. I don't want to have to call 😭  help. I've been with Koodo for 18 years and I have lived at this address before, so I'm confused why it can't find it.  Thanks

Broke my back in Canada in February was repatriated back to the UK couldn’t cancel automatic top ups or get in contact with a rep so removed my transfer details and assumed that was how to stop it fast forward two months and I’m still having monthly debits coming from my account however they’re not showing up on the Koodo account and I’m suspended not sure what to do or who to contact I’m waiting on tax return before I withdraw the rest of my money and shut the account. Any suggestions of what I should do or who to contact?

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 $32.00 roaming charge over turned? Thanks!

I was charged for easy roam but I did not leave canadaThanksLisa

Change my billing date please.I’m now going to have to pay roughly 200$ off a 116$ bill because I was charged on a new date now that I added a phone number to my account main account.Either way it does not work out this way. I need my Payment ( auto withdrawal date ) to be on the FIRST WEEK of the NEW MONTH. I have now just MANUALLY paid my bill an expect a SIGNIFICANT SURCHARGE from my Bank.Please change my billing date in my file to a more reasonable date ; not the ending week of the month ; but AT THE BEGINNING OF THE NEW MONTHS PLEASE choose a number from 1-7 Monday through Sunday.Thank you

My wife has been making calls to the UK for a number of years. One of the three numbers she calls, no longer connects. Just silence. We tried with my phone. Same results. I called random numbers in the same UK town. Some  rang. Others silent.I setup a trial of Viber Out (like WhatsApp) and was able to make calls to the number that would not connect. We’ve done the network reset, reboot.Stumped and frustrated.Thanks

I am thinking of adding Data Block with Picture Message to my sons phone but I have a few questions.How easy is it to turn on and off? How quickly does it take effect? Can he still send and receive text messages?

My koodo plan has cost the same for over a year, but it increased by $7 in the latest billing notice. The previous month’s billing does not indicate this anywhere.On self-serve, there is a notice explaining why it’s more expensive. It declares $12 in added charges due to a plan change -- I have never changed plans. Zero additional incurred charges. Obviously scummy and good enough reason to switch carriers as is. I have been entirely unable to reach customer support also (classic). For convenience alone I’d stay for the same cost, but I’d like to hear