Managing your Services

​@Flo Koodo This month’s invoice has come through and the extra day of Easy Roam at $18.00 has been charged. As a reminder, I had purchased a 30-day European  travel pass online at the end of March, but although the site had responded that it was purchased, it had not, and it was not apparent until I checked after I had entered Europe. I have included a snippet of this month’s bill, the last note from you indicating where to report this to get the charged reversed, and a link to the original note. Would you please remove the charge. Thank you. 

Hi, I left Canada about 10 months ago and would like to stop using Koodo services as I might not be able to come back to Canada. Please let me know how to do that.

I have added the 14 day travel pass. Koodo says it is active as of May 5 and expires June 5.I will not be using it until May 29th. Will it not be active for 14 days from then? If not, how do I cancel?

Im Koodo internet customer. Sadly the setup provided by Koodo isnt working for me on full potential. I want to replace modem/wifi booster that i was given with modem/router combo, since i have bunch of wired connections. What information do i need to check to know if  modem i want to buy would work with koodo internet? my internet is via tv cable.

I signed up for a plan through a kiosk in Mayfair mall. It was a $50 80-gb plan and included a pick-your perk Long Distance plan with a 25% discount for 24 months and then $10 for signing up for automatic payments. Which made the plan $27.50. I tried repeatedly to activate the pick your perk plan but it wouldn’t remain “picked” and when I asked support what to do she said to keep trying and I wouldn’t be charged for long distance in the meantime. I tried at least 2 times to make the long-distance perk stick. Now I am being billed $124 for long distance!!!! And the plan doesn’t even recognize the $10 discount for the automatic payments. This is a completely different plan than the one I signed up for ! Totally unfair and dishonest. Can anyone help me with the next steps for disputing this bill. What are my rights in arbitration or court or whatever. I would NEVER have signed up for a plan that didn’t include long distance to the USA since I call there all the time. This is just so da

I may have inadvertently signed up for two travel passes. How can I be sure I won't be double billed?

I want to cancel device care for a phone that I would just replace if it needed repair. I went to the manage add on page in self help. It only allows you to add things, not remove them. What’s the secret? 

Hi, I am running low on data for the month, and received a text message offer to “purchase 4GB of additional data for $5/month”. If I add this for the month (to last me until the end of the period), can I remove it for the next month so my regular monthly rate is unaffected? Or does this change my base plan?How would I remove it after the month without impact my regular monthly rate. Thanks! 

I’m trying to put my phone plan on a seasonal hold, but the page just refuses to load. It won’t move to the next step at all. I’ve already tried different browsers, incognito mode, and even different devices, but nothing works. Is there another way to activate the seasonal hold?

Purchased 30 day travel pass for my husbands phone ending 8801 on April 11th.  We received an all done message upon purchase and my husband received a text saying additional data added.  We assumed we had the pass.  We checked our billing today,  April 21st, and we are being charged $18 per day since the start of our travel on April 12th.   We tried to add the pass again and got the same messages as above.   Can you please confirm that we have the travel pass.   Also, we expect the daily charges to be reversed.  Please advise asap.

Hello,I have been on hold with the Koodo line to cancel Internet 1-855-350-1170 for 25 mins now, and I tried again yesterday for another ~20 mins. No one seems to answer. Why can’t I schedule a callback? Why is there no update on where I am in line?  Could someone please assist me in having someone call me back. Thanks. 

Hello I am facing some issues with my kood home internet and I am wondering if anyone is facing the same issue here . ?  I have 100gig plan. 

I have been facing poor network coverage since morning May 4th 2026. I don’t know what happened but Koodos need to check 

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