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The place to ask all of your Koodo related questions

3985 Topics
M
MLS8063Beginner
asked in Billing & Payments
Auto-pay discount \ Account Type

I am trying to see if my current plan is eligible for the $5 discount. I can’t find out at the link provided below:For a list of eligible plans, please visit koodo.com/plans and click on the individual plan for more details.

352
M
1 day ago
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rickylopezOrganizer
asked in Other
SIM card not working - SIM

Hello, I am currently traveling Central America & tho I do not need roaming {have not activated it}, I need to receive SMS to log in into some online accounts via SMS verifications. I have tried extracting the SIM card & putting it back in several times after cleaning it, updated the IOS & turn on & off the phone but I still get a “Invalid SIM card”/ “SIM Error” message. There has been a handful of times where a connection to the local signal has been successful but it drops after a short period of time.   I have travelled Central America a couple times before & never had this problem until now.  Please help.   

717
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2 days ago
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LalehAdvocate
asked in Other
Need access to my Canadian number while overseas

Hi, I am travelling overseas and I have the physical simcard with me which I registered as an Esim. But when I got a new phone it’s been deleted from my phone and now I don’t have access to my Canadian Number which I need to receive security codes. can you assist with this? I can’t even request a call back from Kodoo as I don’t have a Canadian number

20932
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2 days ago
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muhBeginner
asked in Plans & Add-ons
accepted free Apple TV+ subscription, have not yet received activation email

I accepted the free Apple TV+ subscription several days ago, but I have not yet received the activation email. Why is this?

162
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2 days ago
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Done and doneBeginner
posted in Other
No more koodo

I’ve been with koodo for 13 years and customer service has gotten worse as time goes on.Now we have to go through endless menus online and deal with koodo assist to get a callback for any issue.I decided that I’ve had enough of searching for things online and wasting time I should not have to waste.After calling other cell providers to check on their customer support procedures I found that there are still some out there that have people answering phones without having to go through menus online.I have no complaints about the cell coverage or the plan I was on, but, customer service at koodo is terrible.For that reason I have switched carriers and goodbye koodo

653
Dinh
2 days ago
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rm12Beginner
asked in Plans & Add-ons
Can I cancel my plan and keep my phone number for wifi only purposes?

I want to cancel my data plan but still be able to text on my phone with Wi-Fi. How would I go about doing that if it is even allowed?

221
Dinh
2 days ago
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Natacha HaranBeginner
posted in Other
Excellent Customer Service

I had gotten a text from Koodo yesterday to rate my call with Georgiana, so I did. However, when I proceeded to type this review for her, it refused to send. I don’t know if the session itself was just timed out or whatever. But I would really like this review to reach her.I would like to express my sincere appreciation for the exceptional customer service I received from Georgiana.During my recent interaction with her, I found Georgiana to be incredibly polite and patient. Her voice was very caring and made me feel valued as a customer. I had some questions regarding my account information, and Georgiana took the time to explain everything clearly and ensure I understood.Her professionalism and helpfulness were truly commendable. I highly recommend Georgiana for her outstanding customer service skills! I know it's unlikely to happen, but I would be absolutely pleased to be served by her again in the future. She took the time to understand my concerns and patiently explain the solution

151
Flo Koodo
2 days ago
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William HandlerBeginner
asked in Billing & Payments
Unfair roaming charge

My daughter used her phone for non emergencies when abroad and did not know to setup the 7 days foaming for 55 bucks.  Can I get the charges changed please to something realistic

131
Dinh
2 days ago
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llpConnector
asked in Billing & Payments
callback produces dead air - system is broken

The AI scheduling a callback works although the promise that it will connect us with a human is bull. It takes at least a day to get a callback as no “appointments” are available on the same day.As we approach the scheduled callback time we get a reminder to “be ready” but once we get the callback, and press one as prompted, we just get dead air. Yesterday we stayed on hold in dead air for 15 minutes today we will stay on for an hour but we really don;t expect anyone to pick up the phone,Can someone please address this? 

657
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2 days ago
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ElodieCBeginner
posted in Self Serve
Koodo Customer sucks big time

I am a new customer to Koodo Mobile.First, Koodo gets my last name wrong when I registered as a new customer. Had to drive to a kiosk half an hour away to get it fixed.Second, I am trying to add my Visa credit card as pre-authorized payment and the self-serve won’t allow me. i scheduled a call back for 20h30 and it is now 21h30. What a lack of respect for people time.After 2 weeks as new customer, i am ready to quit Koodo.

512
Flo Koodo
2 days ago
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James8luc8Connector
asked in Billing & Payments
Moved Number to Telus

We moved my wife’s number over to Telus - we were told there would be no charges since it’s the same company- she just got charged 500$ for her phone and we can’t get any help from Koodo - we are not going to pay this - how do we get anybody from Koodo to help

957
J
2 days ago
Flo Perritt
Flo PerrittBeginner
asked in Plans & Add-ons
Get more data on my tablet

I am looking to get a tablet plan for my work, because I will be using a browser based app, and playing music through Spotify, with no wifi. Koodo only offers 4GB of data max per month though on the tablet plans.I’m afraid that this may not be enough - how can I get more? Why would they limit the data I want to use on the tablet but the phone plans offer so much data?

132
D
2 days ago
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Lionheart6Beginner
asked in Other
lost original sim card from former provider

I'm unable to receive phone calls. I took my old sim card out and lost it. I transferred my old phone number, but now I can't receive phone calls. I know I need the old sim card now, but it flew out as I was putting the new sim card in. Can kodoo fix this issue?

284
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3 days ago
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faith33777Beginner
asked in Other
phone stolen and no access to old phone number

ive switched companies since my koodo iphone was stolen. how do i report that phone stolen, etc when i cant even schedule a callback? it gives no callback option for my new number. 

212
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3 days ago
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vjohn9286Beginner
asked in Self Serve
unable to create self serve account.

I'm unable to activate my self service account for quite some time . I receive my internet box a few days back and till now I'm unable to activate my self service account , because of which I'm not able to activate my home internet.  I have requested for a call back from Koodo but that also has not come to me.  And I have also double checked to make sure that the customer service number is not blocked. This is my first time on Koodo and so far I'm not liking the experience. If this doesn't work  soon I want to cancel this service with Koodo.

311
D
3 days ago
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Hjanisse17Beginner
asked in Billing & Payments
add a family member

I bought my son a prepaid $15 talk and text plan for Christmas (***)***-**22.when I try to open a self serve account to set up payments it won’t let me since my email already exists .please help. He just got a message that his plan will expire in 2 days 

343
H
3 days ago
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PJDJBeginner
asked in Billing & Payments
First bill drama

I recently switched over to Koodo from another provider after being offered a deal from a technician installing Telus fiber optic internet at my house.  Less than two weeks later, I received my first bill and was stunned at how much it was.  There were the charges for my number that was ported over but I also received charges for the temporary phone number that was assigned to me in the beginning which, obviously, was never used by me.  On top of that, there was a connection fee that a) I was never informed of, b) I never consented to, and c) that every time I have changed providers was always waived as a new customer.  I investigated and discovered that the only service agreement under my profile on the Koodo website listed the temporary number on it which means that I never signed nor was provided with a customer service agreement that had my correct information on it.I received a call back and spoke with a CSR who argued that I was responsible for the charges for the two numbers plu

311
Dinh
3 days ago
C
CheshireCatBeginner
asked in Billing & Payments
STILL getting charged extra

i’m a little- really upset at this point. i can’t get in touch with a live person to help me. Awhile back- like last billing cycle i was contacted and some rep changed my original plan i had since joining Koodo over 15 years ago.it was an unlimited talk and text anywhere in canada and international. So then i go and txt some friends in the USA like i’ve been doing since i got with koodo ALL those years ago, and next thing i know i’m being CHARGED for it.i manage to geta koodo rep to contact me and he says he doesnt know why it was changed but that my ‘extra’ perk (that i logged in to choose to try and fix this myself)  should 100% allow me to still txt my friends in the USA without being charged.Today i get the same EXTRA charge on my bill.Only now, i can’t login to the automated crap to get a phone call from a live person because it says my password is wrong… and yet here i am using that password they say is wrong to login to this forum. i choose ‘forgot password’ to try to sign in to

301
Flo Koodo
3 days ago
M
maggieDOrganizer
asked in Billing & Payments
Charged for returned phone

I purchased a phone then returned it the next day. I also switched providers after returning the phone and now the bill I showing a full charge on the phone I returned. 

9913
M
3 days ago
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Saurabh KalraBeginner
asked in Plans & Add-ons
Asia Easy Roam Pass

Hello,I have some questions about the Asia 14 day Travel Pass.Does this pass cover all incoming/outgoing calls to/from both Canada and the country I am roaming in? My trip is for about a month so I would like to purchase 2 travel passes. Do I purchase them both now or do I purchase the 2nd one after I have finished using the 1st one? Thank you for your help!

311
O
3 days ago
M
Missy88Connector
asked in Self Serve
Stream Plus

Hello, I just signed up for Stream Plus. I activated all of my subscriptions but when I go to "Your Subscriptions" in my Self Serve account, it still says I need to Activate Netflix. Disney Plus, Amazon Prime, and Telus all say "Launch", Netflix still says "Activate". Is this going to be a problem?

436
M
3 days ago
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Islandgirl567Beginner
asked in Billing & Payments
incorrect roaming charges…again

Please fix this Koodo, I have once again been charged for roaming fees because I live on the boarder but wasn’t actually in the USA. 

181
Flo Koodo
3 days ago
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MrsMr777Beginner
asked in Other
Upgrading S9 to Pixel 8a

I plan to buy a Pixel 8a unlocked from elsewhere (not Koodo). The 8a doesn't have a sim card, what do I need to do to get the new phone activated with Koodo?

211
Flo Koodo
3 days ago
S
SadaBeginner
asked in Self Serve
Callback Request: Unable to Receive Calls on My Number

Hi, I put my phone on seasonal hold, and now that I’m back after about six weeks, I do not see my previous plan. The Koodo representative had promised that my plan would be saved for me. I do not have another phone number to submit a Koodo callback request. Please help me. I have a number that I can use to make calls, but I cannot receive calls. Please assist me and reach out to me so I can activate my phone number.Thank you 

323
L
3 days ago
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HuynhBeginner
asked in Billing & Payments
Account closure issue: Address problem

I am no longer Koodo number since January 1st 2025. I have a question about my amount due, which is -96.40 Cad. It means Koodo will return 96.40 Cad to me. Now, the problem is that I don’t stay at that address, so can Koodo give me the cheques to my current address?

495
Georgia Koodo
4 days ago

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