Managing your Services

Hello,I have been trying to add a perk to my new line (5G Boost) but I am unable to. Every time I try, I get an error. This is very frustrating and it is impossible to get someone to talk to...

I was incorrectly charged for easy roaming. I have no left Canada. Can you please correct.  Thanks 

I've upgraded my phone. Had to change plans because it didnt have an option to keep my original plan. Open my bill today to fund out that I'm been charged my original plan but also the new plan that I don't want. (Not into internationalcalls or roaming).How do I get the new plan removed and keep the old plan.Tried online but just hate the assistant 

Hi,I activated a new plan and ported my number but had a mishap where I deleted the esim. I tried the recovery method but when I try to send a verification code via email, I get a prompt saying it can't be used because it was recently updated but I never changed my email.Do I have to get a new esim voucher? I really want to avoid paying again for a new SIM..

I’m going to Mexico for two weeks and will be working whilst I am there. The CAR7PASS is only for seven days, can I get two back-to-back passes in advance?  When I was looking over some previous questions, it doesn’t seem to be  able to work that way??

So i ordered an esim yesterday was charged for it on my card but never received an email confirmation or anything and have no service

Right now I have an 75GB plan for $50. I have a 50GB and a 25GB add on for free right now as well.  I want to change to the new promo plan, but am unsure if I will lose access to my addons. I own my phone and will not be getting a new one anytime soon.   Thanks.  Also, does this mean I can the US and Mexico while I am home in Canada. Like Long distance calls?

Need to reactivate a cancelled account/number, as Koodo assist rep cancelled quickcan access self service no problem, Koodo assist keeps giving me a message saying “ number doesn’t match account”

I have a temporary number, have not yet ported over my number, and have not yet activated my esim on my phone. I have a referral code from a friend but don’t know where I enter it. All I can find is that I need to do it before ‘activation’, but I’m not sure where I do that and how. Could someone please help me out?

Hi,I am not sure whether the eSIM currently installed on my phone is valid or not. I attempted an eSIM recovery, but since the device has no service, I am unable to receive any messages.Could you please clarify how the eSIM recovery process is supposed to work in this situation, given that there is no active service on the device?Thank you for your help.What I tried so far:- restarting the phone- powering off the phone for 15 min and starting it again- recovering the eSim

Hi, Could someone please look into this charge and let me know what it is for?  I live in a place that is close to the US border so sometimes my carrier flips over to the US, but this looks to be a phone call for 1 minute that cost me $16??  Dec 6, 2025, 10:43AM ER/VC 1 min $16.0

I switched plans to a more expensive plan recently. My bill this month has the monthly charge for the price of the more expensive plan and then it also has a partial charge of a prorated amount of the difference of the two plans. so I’m paying double for switching my plan this month.  Please charge for the old plan value this month and the partial prorated amount on top of it. 

Happy New Year to you All.  This is Paul McFarlane here. I'm having a hard time getting to talk to you about my monthly payment to u.  Plus I ordered the 3 TV STATIONS DISNEY AND PRIME AND NETFLIX to watch a couple of months ago. And still haveing hard time with it. I have apps. I had Netflix before and there asking me for money. Have you told them about my order? I also need help with the monthly payment.  I really need a call back from you tomorrow 

I have been looking at getting a new phone but I am not really in the position of adding $40 per month to my expenses. With holiday money I was thinking of getting the phone on a tab and then paying it off right away.My question is this, is there a fee involved with paying the tab off right away and would I be able to downgrade my plan back to a bring your own phone plan once the tab is paid off? I am currently on a bring your own phone plan and if I want a new phone I have to change my plan.Thank you!

Honestly I am so sick and tired of them randomly renaming their TABs every 2-3 years simply as a way to block us from upgradingIt really is ridiculousMy current plan is $45 for 60GB 5G in CAN-USA + perksMy promo plan offers show $50 ($40 with auto pay) for 60GB 5G in CAN-USA-MEX + perksOf course neither my current nor my promo plans qualify for the "special" hardware pricing (which is identical on every other carrier if I do port out)Instead for the luxury of getting new hardware I am REQUIRED to take a "Happy" Tab plan (lol)Cheapest is $70 ($60 with autopay) for ... 50GB 5G Canada only (+the $30 for phone !!!)Ironically ALL the Happy Tab plans are Canada only... even the $75 for 100GBSo its like take a decent plan with no hardware, take a garbage plan with hardware, or port out (or beg retentions I suppose is also

I am stuck at the “Contact Details” portion of checkout for adding Stream+. I have tried on my phone, ipad and laptop to no avail. The “Continue” button doesn’t seem to be doing anything and I can’t move on to the payment details portion of the checkout process. 

For several months I received a $10 credit because I had pre authorized payment from my credit card. When this was not applied on the previous bill I did a call back and was told that this now requires payment from a bank account. So I switched the account but now the new bill still has no credit even though the last payment was already pulled from my bank account. Seems I will need another call back?

I received my first bill today after porting my numbers to Koodo on December 7th, and I am very concerned because the charges do not match what was clearly offered to me by the Loyalty department.I was offered a $35 CAN/US/MEX 80GB plan, with: $10 Auto-Pay discount $5 Loyalty discount for 12 months This means I was told I would be paying $20 per month for the first 12 months, and $25 per month afterward.Based on this offer, I ported three lines and took the same plan on each line.However, my first bill (which includes a partial month and the next full month) is $174.xx, which is much higher than expected.After spending over 4 hours today chatting with Koodo Assist and then speaking with Loyalty, I was told the following: The discounts do not apply to the partial month because I changed my number, and the discounts were supposedly tied to the temporary number that was initially issu

Hello -  I was reviewing my newest bill and noticed I received a roaming charge for Dec 21.I was not in the states, just hiking in sooke.  can someone please rectify?  thanks! 

I am currently using Cogeco but will be switching to Koodo Internet. Do I have to contact Cogeco to cancel before connecting the Koodo modem to the wall outlet that the Cogeco modem is currently active on? I would rather wait until I see how the Koodo service works before I cancel with Cogeco. 

 Hello,I have recently taken a new KOHO SIM. I was informed that the plan cost is $29 for the first month, and from the second month it will be $24.I kindly request you to provide the complete details of this plan in writing.Please specifically clarify the following benefits:How much data (GB) is included in this plan? For calling to India: How many total minutes are included? Are international text messages included in this plan or not? If there are any additional fees, taxes, or conditions, please explain them clearly.Please provide all the above information clearly and in detail, so there is no confusion regarding the plan.Thank you.Best regards,Gurlalpreet Singh 

Has anyone else gotten the charge of “Cancelled: Pre-Auth Pay Disc.**” after they cancelled their account? I can’t find any explanation for it and after I cancelled the account I can’t get them to call me through the chatbot. I only used the account for about 2 weeks, and they credited me back the half of the plan I didn’t use. But I authorized prepayments and they did take the payment through the preauthorization, so it wasn’t because the payment failed, so why are they charging me 10.50? 

Hi there, I'm new to Koodo and already frustrated. I have 2 lines and both have free perks. But every time I click or choose the perks I want it says cannot add at this time. Appreciate it if anyone could help me. Thanks 

How can I activate a standard greeting in my voicemail?  I don’t seem to have that option in my menu.  Only personal greetings.  I want an automated voice to say “you have reached blah blah”

I have tried to report these roaming charges to Koodo many times, but get stumped by your on-line system and so I give up in frustration.  Because I was so frustrated dealing with you on this matter I have moved my mobile service back to Telus.  But I would still like to see this matter settled as you keep sending me bills, with interest accumulating on the undue roaming charges.   You have previously given me credit for a roaming charge, but there are still two roaming charges outstanding, plus overdue interest.  I have not been outside of Canada during the billing periods that these roaming charges were added, so I would kindly ask them you remove them and reverse any interest charges accumulated.  Thank you ~ I look forward to your response.