Managing your Services

I moved from Saskatoon to Vancouver, but when I make phone calls, the caller ID still shows the source as Saskatchewan. how can I change it?

This continues to be an ongoing problem. I submit call back requests, inget the email saying the call is coming and it never does. NO I DO NOT HAVE THE NUMBER BLOCKED and I HAVE TRIED THIS  ON TWO SEPARATE KOODO NUMBERS ON ANDROID AND APPLE.

Hi Asurion sent me a sim card with replacement mobile. i am trying to activate new sim under mobile services in self serve account.It asks me for otp and once entered it keeps loading. I tried this many times and koodo website keeps on loading and noting happens . Activation services needs a fix .What do i do now ?

Tried to make a call today on home phone and it was dead.Turned the home home off than on and it keep up with the signal bar all red.Got a dial tone, but then it died again.Tried Koodo assist, click on “I am a Koodo customer” and no further prompt.Looked up what to do if Koodo assist is not working.Try the community?Well here I am community, can you fix my home phone? (note: this is sarcasm)Got a prompt for a survey in the middle of creating this.Suggested that Koodo needs another method of communication for something like this.I can’t schedule a call back, can I?It is working now, but there was another time this happened and it was a problem with the cell tower.I had to use my neighbor’s phone who has Bell.

I was worn fully charged $32 in roaming fees on my last bill just driving on the main highway near Christina lake BC. I would like the charges reversed please.

Hi I'm trying to set up my bank account for preauthorise payment so I can receive my discount.but when I do a search my bank is not listed(Libro credit union)so I tried to enter manually and it won't go through. I have the void cheque so I know I did everything right. I tried the assist but they're useless and sent me in circles could someone here please help

I had a prepaid service but you guys are charging me every month for the press month you are charging me $67 and I’m telling you guys to cancel my service but you’re still charging

I recently accepted a WINBACK offer to come back to Koodo.   I never received the SIM cards in the mail, so I had to go to a store to buy the SIM cards.   How can I get reimbursed for these SIM cards I never should have had to purchase?   Customer service tells me to email a receipt to Koodo, but no idea to who?

My monthly service fee went up by $7, the explanation was I change my plan which I didn’t.Please help me fix this.There is no way to talk to someone?

Unfortunately it looks like I am in the same boat as other users on here.I’ve been trying to reach customer support to cancel my internet, but to no avail.The activation came in about two weeks later than originally discussed. The modem also only uses a coaxial cable, which I don’t have set up in my house, so I am not able to use the service. At this point I’d like to cancel the service before the 30 day refund runs out. It was a decent deal, but doesn’t look like it’s possible for me at this point. Thanks

Koodo i can understand you don't sell car but why we can't reach you with your service. I want to talk to someone to fix the problem.

Hi,  this month, my mobile service fee is up. I am on a contract period and should the fee be fixed?

In order to receive a scheduled call back with an agent, does my phone have to be taken off airplane mode?

I am anticipating upcoming work travel  in South Africa. I am on a monthly plan. Do the international roaming and data add-ons include this region of the world? Would this include using cellular for internet access?

i purchased a new phone online through koodo and recieved an activation confirmation email - but have not actually recieved the device -- this is probably a really stupid question but does that mean that someone else has already activated my phone?i had planned on transferring my old number and there is a new number associated with the phone but it isnt my number,  i have the withdrawl notice from my bank etc - -  can someone clarify?

With the easy Road travel passes it says it includes the data use based on your plan.  If my plan includes 90gig does that extend to my travel destination then.  As in no charges for data.

I am trying to port out my number which is currently on Koodo home phone plan to a VoIP provider. I understand that the authorization must be done via SMS. I put the home phone SIM into a mobile phone and was able to receive the SMS message from Koodo. I replied but when I spoke to a Koodo rep, they indicated no reply was received.  I assume that this SIM is unable to send SMS messages due to the home phone plan.The rep then spoke with the “technical team” and the answer is that it can take up to 2 days, so I needed to wait. Within hours, I received notification from the VoIP provider that the port request was denied by Koodo due to not receiving confirmation from the customer.Has anyone else found a resolution to this issue? Thank you.

Hello Koodo Support team,I currently have 2 active lines on my account. I am traveling abroad on a long-term business trip (outside of Canada/US).I intend to keep using these numbers when I return to Canada, so I need to preserve them. However, while I am away, I also need the ability to receive incoming SMS messages for communication with various organizations.Because I need to receive SMS, the standard "Seasonal Hold" is not an option for me, as I understand it suspends all services.I am looking for the most cost-effective solution to: Keep both numbers active with a minimal monthly fee. Receive incoming SMS while roaming internationally without triggering the daily "Easy Roam" charge. Ensure that I do not lose the numbers. Could you please advise if there is a basic "starter" plan available for this purpose? Thank you for your assistance.

Hi,I am a former Koodo customer who used Koodo prepaid plan and ported/cancelled to different plans.It was my understanding at that time that my account was prepaid for the full month and would have been refunded for the portion not being used. That being said, the online self serve account was also deactivated so I couldn’t check any account history/detail upon the port/cancellation.  Recently, I found out that Koodo sent a $28 charge to the collections and the delinquent account has been accruing interest of 41% since then.  I would like to know more details on the $28 fee and dispute the charge with Koodos since MetCredit cannot do anything other than providing settlement offer or payment option in full. Disputes have to go through Koodos according to the MetCredit agent. I look forward to hearing back from you.Koodo Acct #: *******1 & MetCredit #:********6 Luke K.

I cancelled my service but I’m still getting billed, including a late fee charge despite not using any service. I cancelled my service and my phone number no longer works before the next billing cycle begins. I’m out of the country so callback is not an option. Koodo won’t connect me to a rep without a phone number matching my account. How am I supposed to get in touch in this situation?

I ported my number from Public to Koodo. The port was successful. However, 1-when I text pictures to someone, they receive it as a group text (a new one, not just the normal texting) with both my ported number and the original number Koodo gave me. So it looks to them like a 3 person chat.2-when I receive pictures from someone, I receive it as a chat with the two of us.  Again, not like the normal messaging back and forth, but a separate multi person chat.I hope this makes sense.

Would be great if you can print off pdf of 12 months of payment history for tax reporting purposes.

I’ve received an email telling me to do so and providing a link, but when I click it, it just takes me to the add-ons screen. Stream+ is listed but isn’t clickable and Discovery+ isn’t mentioned on the page anywhere. I also tried the step-by-step instructions but whatever I’m supposed to be seeing to allow me to activate the new app isn’t showing up.   

Hello, i have tried reaching out via phone but was sent to voicemail and directed to use the online services. I have been charged $54 dollars for easy roaming. This feature is not an add-on on my account. I have my data roaming off. This is the second time this has happened, last month I had to pay $187 when I didnt even leave the country. This is so disappointing. Please check your call records as I was told by the operator I spoke to that my next bill for this month should’ve been its regular amount with no additional and unnecessary charges.