Skip to main content
Koodo Community
Community

Managing your Services

The place to ask all of your Koodo related questions

3921 Topics
S
staceysmdBeginner
asked in Self Serve
No Subscriptions Tab to Manage Stream+

I’m hoping to cancel my stream+ (Netflix, AppleTV) to switch to the Stream+ with Disney however it says to manage your stream+ account you now have to go to the “subscriptions tab” in your self-serve account. I have no subscriptions tab and stream+ no longer shows up under add ons to mange. I’ve looked everywhere on my account and cannot find where I’m supposed to manage this service.

1765
Flo Koodo
7 months ago
M
mayazBeginner
asked in Billing & Payments
Roaming Issue

Today, I got a message from Koodo that says I’m roaming in the States but I haven’t left Canada. I work in Delta, BC which is located near US border. I think there is an issue. Can you help me to solve this issue? 

701
Bernard Koodo
7 months ago
N
ncgauthierRockstar
asked in Plans & Add-ons
considering changing plans

Hello Koodo experts, I'm currently on the $60/month plan with unlimited talk and text + 60Gb of data as seen in the attached picture. It specifically states that unlimited talk and text includes "Text and picture".  I'm considering changing to the $50/month plan but I noticed it just says unlimited talk and text and doesn't mention whether picture messages are included or billed at pay pet use rates. I'm hoping to receive clarification as to whether the $50/month plan does include picture messages or whether that's billed as per pay use. In the event I do change plans I was also wondering if there's any additional fees as a result?I applgize for all of the questions. I'm fairly new to being with Koodo and want to make sure I'm not being charged for things I don't want to to. Thank  you for your time! 

2534
N
7 months ago
W
WhovianCanuckOrganizer
asked in Billing & Payments
No sim card yet, already being charged.

I've already seen this question, but there has been no answer at all. I received an email yesterday regarding my monthly bill. The sim card was just shipped on Tuesday. Why are they already charging me for days last week, etc., when I don't have my sim card yet and can't access any services from it yet? I am in Northern Ontario, so it takes longer for mail to arrive. I am trying to get a hold of customer service.

2289
W
7 months ago
L
LagBeginner
asked in Billing & Payments
Not receiving an email

Why am I not receiving an email that my account is due?  

411
Boa_Guy Koodo
7 months ago
D
DanQuixoteRockstar
asked in Self Serve
Mobile data stopped working

My data stopped working suddenly today around 6:30pm while I was using it. The Koodo chatbot had me create a new APN. It was exactly the same as the one in the link below, except the MMSC didn’t have “koodo/” in it. That one didn’t work. I then looked up help on the website. I now have a new one with the exact settings specified below (same as the APN settings I’d been using successfully for so many months until today).https://www.koodomobile.com/en/help/setting-data-your-non-koodo-phone?search_api_views_article_search_fulltext=undefinedAfter several restarts, including removing and reinserting my SIM my once, I still have no data. I have tried all three APN’s - my original one, the Koodo chatbot one, and the one per the link above, and none work.For all of them, the following fields are all “Not set”: Proxy; Port; Username; Password; Server. Do any of these fields need a value as well?My bills are all paid up, and I’m at 2.6 / 20 GB in my data usage, on my $39/mo for 20 GB plan. Any i

5606
D
8 months ago
T
TimashievMember
asked in Billing & Payments
Account Closure Issue: Unexplained -$53.13 Charge After Full Payment

"I closed the account, paid all the bills, including the last one for $27.00, paid on March 10, 2024. On my account, it is stated that 'Your account is canceled. You will still have access for 3 months after cancellation.' However, today, on March 13, 2024, I see on my account: AMOUNT DUE -$53.13, Due: March 11, 2024. Why did I receive a bill for -$53.13 when I have already paid everything?"

1013
Dinh
8 months ago
G
GjohnRockstar
asked in Plans & Add-ons
Problems with adding Stream+

Trying to add stream+ and once I have entered payment information and continue, it brings me to an error page (something has went wrong).

1473
G
8 months ago
P
Pie rreRockstar
asked in Plans & Add-ons
Disney+ requests payment - but other transfers worked. Disney says Koodo link faulty.

When I clicked ACTIVATE from within my Koodo account Disney+ sign-up went as planned but after choosing the full catalogue it went to the payment page...Koodo account now says: Active, Start streaming, but Disney+ keeps asking for payment plan…Called Disney, they just see incomplete sign-up for my email. They say Koodo link wrong.How do I get a new activation link for Disney+?

1454
P
8 months ago
S
SimiSBeginner
asked in Other
Stream+ Premium, add extra members to Netflix

Hi,Can we add extra members to Neflix Premium when we subscribe to Stream+ Premium? How does it work? (adding the member, paying...)

2891
Flo Koodo
8 months ago
G
gun26Advisor
asked in Plans & Add-ons
Old version of Stream+: will it be grandfathered for existing users

I’m on the previous version of Stream+ which gives me Netflix, AppleTV+ and Discovery+. I see that the new version of Stream+ keeps Netflix, loses AppleTV+ and Discovery+ and adds Disney+ and Amazon Prime.Will the old version that I have be grandfathered for existing users like me? If so, for how long?

1812
Bernard Koodo
8 months ago
I
indigoConnector
asked in Plans & Add-ons
FREE PERK - Unlimited International SMS - includes pictures??

With the Unlimited International SMS, does this mean I can send texts AND pictures from Canada internationally free? or just text messages? Thank you!

2683
I
8 months ago
B
Bigmack73Organizer
asked in Other
Netflix Premium

Would I be able to keep Netflix and remove the other streaming channels? Since I rarely watch them anymore.

943
D
8 months ago
T
TwattonConnector
asked in Self Serve
Short code sms

Hi everyone,Most customers on facebook and any meta sites experinced a wide outage of the apps. I have been unable to log into anything since 9AM EST. That being said, I  have requested multipe codes to reset accounts to log back in,knowing my password and such. Does anyone else not receive  short code SMS  to their phones or is this just an isolated incident on my part?Thanks!

1256
T
8 months ago
F
fwilsonBeginner
asked in Other
Scam calls?

Hi,I’ve now received two calls from someone claiming to be a Koodo representative who knows my first name when they call, so clearly have some of my information. The number they are calling from is 1-866-369-9826. I haven’t yet said a word to them and I hang up once they’ve said their first sentence.  I would like to know if these are legitimate calls from Koodo or if I should block this number and forget about it. Thanks

3573
P
8 months ago
H
HelpKooBeginner
asked in Plans & Add-ons
callback timezone?

Hello I’m travelling and scheduled a callback since I wanted to transfer my sim to a new phone but it didn’t work.The time for the callback is 9am tomorrow. Would that be PT or ET?  Also any idea why I can’t use the Apple eSIM transfer feature?

2234
D
8 months ago
T
tbhsiehBeginner
asked in Plans & Add-ons
Lost Prime Yearly Membership After Signing Up For Streaming

Currently, I have Telus Home Internet and Koodoo Mobile. I sign up for Stream+ in Telus to get Amazon Prime, Netflix and Disney+. However, my Amazon Prime account already has a yearly membership of $99 dollar. After linking my Telus account with Amazon Prime, I currently don't know where that $99 went. Telus is charging me the full amount and I don't the rest of that $99 dollar getting refunded. I called Telus Home Internet, and they referred me to Telus Mobility, and then Telus Mobility referred me to Koodoo because my phone number is with Koodoo. I am currently $99 down with no answers and don't know where to get one.

5365
B
8 months ago
LindseyG
LindseyGBeginner
asked in Billing & Payments
Will I be automatically charged next month for the $ 50.00 per 30 days plan?

Hi, I’m visiting family in Canada and decided to get a SIM card from Koodo. The person who sold it to me said it was a prepaid plan that will only last for one month and that I will need to manually top it up after that, but when I logged into my Prepaid Self Serve account it says I will be billed again for $56 next month. I will be back in my home country next month and won’t need to pay for the SIM card until I next visit. Can someone tell me if it’s normal to see a bill for the next month, or should I contact Koodo to cancel the upcoming charge? My credit card is not on the account to provide automatic top ups, but I don’t want to be billed monthly by Koodo when I am not using the SIM. Thanks for any help!

1264
LindseyG
8 months ago
L
LisittyBeginner
asked in Billing & Payments
Help. KMBLaw email, is it a scam?

Hey so I have a friend who is a previous Koodo customer who fell on hard times and had theyre phone and account disconnected for non payment. They have now received and email from KMBLaw stating they have only 5 days to pay the balance before further action happens.. Now my question is, is KMBLaw a legitimate service that Koodo uses? Some red flags in this email are the fact that they are only accepting e-tranfer or for my friend to click a link to pay by credit card. As well, the lawyer that sent the email is not listed on the KMBLaw website.. Any advice would be appreciated thanks..

3122
D
8 months ago
Y
Yaroslav SAdvocate
asked in Other
After the transition, I cannot receive SMS messages.

Hello.My family switched to Koodo at the end of December. Calls and Internet work perfectly, even better than with the previous operator. This is my personal opinion. I use a phone with the Android operating system. Since I did not immediately use SMS messages, I did not immediately notice the problem.And the problem is that I cannot receive the text of the message. That is, the message itself arrives, but it cannot be downloaded and is displayed as an unloaded cantina. After I ask the contact to send me a message again, that is, when I write first, then the message is loaded and I can see it. In addition, now I cannot send pictures via SMS, as was the case with the previous operator. I checked the SMS settings and everything is fine there. Can someone help me with this?PS I apologize for my English, I am recently in Canada and my English is not very good so far.

132932
Y
8 months ago
O
Oldtimer2024Beginner
asked in Self Serve
how to reset eSim

I have screwed up transferring to new iPhone, find myself unable access phone service. Because I did reset and lost eSIM and card was deactivated.Any way of resetting a eSIM if not how to QR code for my current phone number.

2101
D
8 months ago
S
Sojung HanBeginner
asked in Billing & Payments
regarding a refund

Hi,I canceled my phone line last week and noticed that I overpaid on my phone bill.I paid last month's phone bill with my debit card.Could you let me know when I can expect a refund for that?

2514
C
8 months ago
R
RickTLeader
asked in Plans & Add-ons
Stream+ Billing for Amazon Prime

If I subscribe to the Stream+ I understand that if I have an existing account with one of the streamers, billing will switch from them to Koodo. What happens if I’ve prepaid a year for Amazon Prime? Will I lose that pre-paid amount from Amazon?

5534
R
8 months ago
Mark Cross
Mark CrossBeginner
asked in Other
Apple Series 9 watch with GPS and Cellular

Does Koodo support the Apple Series 9 watch cellular feature?Thanks,Mark

5962
D
8 months ago
J
Jcl42Beginner
asked in Other
Switch to Happy Stack

I just saw the deal for $59 a month for internet + the subscription services. I already have Koodo internet for $60/month, I subscribed a few months ago. Is it possible for me to switch to this deal and have both for $59/month? Or could I cancel my current internet service and switch to this one? Thank you for the help. 

3366
Flo Koodo
8 months ago

Leaderboard

Terms & Conditions
Koodo Community