Managing your Services

Hello, I usually was able to set callback request through chat.This time the chat ignored that request for some reason. Does Koodo stop the service of callback from live agent?I have been using Koodo for the past 7 years because I was satisfied with that service. That was pretty good feedback and fast response at my available time. With my question just before, I tried to connect a rep tons of time. After those trial, one agent connected me (name is Yaneth) but no feedback. Waiting for 20 minutes so far from the first message of that agent. Not sure what’s going on there.  

I pay for 2 accounts, mine and my sons. Both were charged a $75 reconnection fee but neither phone was disconnected and I just sent $200 and now they have shot down my Internet and say I ow another $200!!! This is so crazy!

My wife logged into her selfserve to change her plan and is offered a 40gb of data for $35, when I logged into mine to get the same plan the option isn’t there. After a gruelling conversation with support they keep saying the plan my wife is offered is not part of their current market plans…. I have historically had more expensive plans, I don’t know if that has something to do with it, but my wife and I have both been with koodo for years and are in good standing.I don’t get why I am not allowed the same plan my wife has.Left is the plans she sees on her self serve, right are the plans I see on mine. 

I tried logging into Amazon accounting after many months but entered the password wrong too many times.  I was successful at resetting the password but now it’s on “Temporary hold”.  After reaching out to Amazon they said they won’t let me back into the account and I have to create a new account since the account was never used.  How do I go about doing this without losing my Prime/Stream+?  

I have accidental roaming charges in September ( driving near the border but never crossed ) how do I get these removed? 

I’m a Public mobile client and today on my phone I received a text message offer from Public mobile to buy a Koodo internet plan with a promo code for a discount but Koodo reported the promo code as invalid or expired.I will greatly appreciate your advice how to deal with this.

I’ve tried all the recommended trouble shooting tips, and the only service subscription that I’ve been able to activate is Netflix. The activation links sent via email are not working for Disney +, Amazon Prime or Telus. I am a Public Mobile user, and the chat bot won’t accept my phone number to schedule a call with a representative. Where do I find help for this? 

My partner (XX1853) and I (XX1257) have tried numerous times now to put our Koodoo plans on hold as we are out of country for December 2025, January 2026 and February 2026.Please do this for us, effective today (11/12/25).

My husband added a new line for me on his account. We got a temporary number for my line. Then I changed the number. It’s been 2 days and my iPhone settings still show the temporary number even though I can call and text using the new number.  Can Koodo reset my account or something?

I was totally happy with Public Mobile but kept getting offers to switch to koodo, for $0 reg $80 transfer fee.  Free phone. They are billing me $5 a month in reality. And $45 /month for 2 years agreement for 100G data with Canada text and talking.  What a scam!!!  I could only access the offer over the phone with koodo, I knew it would be a mistake.  The salesperson agreed to do the promo offer. And switch my plan from public mobile to koodo, and I gave the promocode.  I was to got FREE transfer of services...  koodo has billed me $80!  I was to get a totally FREE $0 phone, they are billing me $5 each month!  And $55 each month for the 100G data and Canada talk and text. When it was agreed to be $45 for 24 months!  Totally  100% different from what she sold me on the phone! 

I am trying to change my payment info but keep getting an error message that my card number is not valid. I’ve checked and double-checked, and I am entering the correct info from a major Canadian bank. Is there a problem on your end?Thanks

I've been trying to pay my bill on line for the last two days.  First got an e-mail from Koodo saying my bill was ready, logged on, the bill was there but the account showed a $0.00 balance and that I was already paid up.  The last payment displayed was for last month so that did not make sense.  Logged off and came back a while later, could no get into the account, changed my password.  E-mail said I was successful but could not loggon after multiple tries.  The message displayed was just a “!” with no reason given.  Decided to give it 24 hours.  Logged on on successfully today, the balance owing was now correct.  I followed the regular process to pay it but got a picture of an upside down melting ice cream cone with a message saying the system was “unaviable” and to try later.  Yes that typo is what the system showed as a return message.  Logged out and logged back in more than once today with the same result.  Is there something wrong with the system today?  Never had this proble

Hi; I have been trying to get a callback from the chat bot and it keeps redirecting me. I need to call customer service ASAP to discuss a suspended account. The account is suspended but I have a working phone i can call from, the live chat just wont put me through without my phone number being active.

I have requested the cancellation of my home internet in Dec 2024 and I am still being charged to this day.They had told me that they would send me an email with instructions to return the equipment, which I have not received until today.I am, at this very moment, trying to get a hold of anyone on the 1-855-350-1170 number for 53 minutes, and counting, with no success at all.And this is not the first time I try this. I have tried to go through this excrutiating process twice before, unsuccessfully. It is starting to be nuissance. I would like to get refunded for all these months of payment, but simply cancelling it and not getting further charges would be a good improvement.

Just signed up with Koodo from FIDO where I use to average 2GB/mth. I noticing large amounts of data showing in my account 9GB, 1.5GB, 5GB …. etc over 6 days. Mostly from 2-3 podcasts daily. Connected to wifi at work and at home. From now on I’m tracking the amount of data on my iPhone in settings as I don’t trust Koodo is reporting correct data usage.

Hi, I recently signed up for what was supposed to be the $20/80GB Black Friday winback plan (4G speeds, $20).However, when my line was activated, I was put on a $37/80GB 5G plan instead – that's a clear activation error on the wrong plan. Could anyone seeing this (Especially KOODOO Rep) please correct this by switching me to the correct $20/80GB winback offer retroactively (effective from my activation date) and apply any credits for the difference if I've already been billed?

I have been trying to port my mobile number from Fido to Koodo with no success for days long. It’s impossible to talk to a HUMAN BEING by phone or any other channel, the Expert rep replies with no-sense answers, they don’t callback when requested, they close the Expert Rep conversation with no solutions and the Self-Serve doesn’t work at all. I haven't even managed to transfer my number to Koodo yet, and I'm already dissatisfied with the company's service.😡What I got so far:Koodo has registered my Fido number as Temp Koodo number in the Self-Serve system, so when I try to transfer my number from Fido to Koodo using the option “Transfer number from another provider” in the Self-Serve system I get an error. So KOODO MUST UPDATE THE SELF-SERVE SYSTEM WITH THE CORRECT TEMP KOODO NUMBER!!!!!!!!!!!! After that, KOODO MUST REQUEST FIDO TO RESTART THE TRANSFER, so I can get an approv

I was recently in Mexico and activated roaming only on the first day: Nov 11.  After this first day I turned off the option to use data while roaming and turned off my mobile serivces (I turned it back on when I landed back in Toronto). but my bill has also charged me on Nov 12 and Nov 15. I did not use data here, I was on the resort Wifi with data off on my phone. Why am I billed for the other two days. I cannot request a callback, it wont let me talk to someone. so here I post. 

I get the koodo deal on nov30, sim shiped on dec 2 , got the sim on dec5. Firt bill charge from dec2. Can i get the credit back from dec 2 to dec 5. As mention by the sales i should have 5g booster perks in my plan, however nothing show up there, is there anyway by koodo manaually add to my account?

Why am I seeing this,,,, You’re still waiting to be approvedLooks like this account has already been linked to another email address. You’re still waiting for permission from the owner of that email address. We’ll email you once you’re approved.

This is the second day I have tried to login to Self Serve. Both days reset password but still no access. Attempts to connect with help from Koodo in vain...Assist asks me to sign in, which I can’t. 

Hello,I am experiencing difficulties logging into my Koodo account. I would like to pay my phone bill, but I am unable to do so because I keep receiving the following error message: “Your email and/or password don't match our records. Retry or reset your password. Your account may be temporarily locked after too many login attempts.”I have already reset my password, cleared my cache and browser history, and attempted to log in using a private window in Firefox, but none of these steps have resolved the issue. I have never encountered this problem before, as I regularly pay my Koodo bills using both my iMac and laptop.Could you please advise what the issue is and assist me in regaining access to my account? I need help urgently to ensure my bill is paid on time.Thank you. 

I have been incorrectly charged for roaming when I’ve been close to the US border or in the US but without roaming turned on. I have followed the advice on the Koodo HELP pages but am still getting charged.I can’t seem to find a Customer Support phone number and the Koodo Assist chat bot can’t help either.

I’ve spent over 3 hours today with various Koodo and Telus agents trying to port a Telus landline # to Koodo prepaid mobile. I’d like to speak with a manager about my situation because I don’t trust that the agents are handling it correctly, based in part on the fact that I was assured any issues with the transfer were resolved last Friday--they were not--and that the transfer would be completed by today--it was not. Has anyone been able to speak directly with either a manager or at least someone higher up the foodchain who can provide actual solutions?

Hi ! I switched my plan so I can use my phone in the US. Am I supposed to connect it myself ? Put it on roaming ? I tried all the things and nothing was working and now I m back in Canada and it says I have no service .