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The place to ask all of your Koodo related questions

3888 Topics
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aman12Beginner
asked in Prepaid
urgent

recently, i switched from kudoo postpaid to prepaid in kudoo. now i cannot call it says 7b1 network is not activated. i cannot call but i recieve call its says private number. plz help 

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Flo Koodo
Thanin
ThaninCoach
asked in Self Serve
Self Serve is unavailable….

Hello, I have experienced this issue for a week, unable to access and manage my stuff 😞Can the rep reset my self serve file or fixing something ?  Thanks. 

25813
Flo Koodo
Heather Harrison
Heather HarrisonBeginner
asked in Billing & Payments
request for easy roam reversal

I am trying to log my request for a reversal of an easy roam charge i got last night Dec 31, 2023  while attending a wedding in Sarnia Ontario. I did not leave the country but was close to the border.  

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Flo Koodo
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Matthew04Connector
asked in Billing & Payments
bill is double what i was told it would be

I was told my bill would be 98 a month not 178. In my bill you are hiding charges from me. It is only showing a 98 and 13 dollar charge. What’s the hidden 67 dollar fee? Also the 13 dollar charge was also not told to me either. I am very disappointed in Koodo already. Also how do you cancel your plan with them and get your money back? I am very put off by the misleading bill and hidden fees. 

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Boonie7851New Member
asked in Billing & Payments
account suspended

I have paid my koodo bill but my account is still frozen why is that.

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Sophia
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hashm026Beginner
asked in Other
No Incoming Calls or Voicemails

Hello, I was hoping someone could help me with the following issue. I am not receiving any incoming calls or voicemails, despite callers notifying me (via e-mail) that they have tried to call and been re-directed straight to voicemail. My phone gives me no notification of any incoming/missed call or left voicemail despite full network bands. I have an Iphone 12 mini which is updated to the latest iOS (so I suspect this is unrelated to the recent MMS compatibility message which was sent out). My husband is having the same issue with his Android phone on the Koodo network. For reference we recently moved from the US so our phones are purchased from outside Canada. Not sure how to proceed, as we are missing out on important calls. Would appreciate any advice on how to fix this! Thanks in advance.

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mattmann2233Beginner
asked in Self Serve
changing my address

I am trying to purchase a new phone and have been unable to update my billing address on Koodo self serve. When I go to my Koodo self serve profile to make the change it says the change was successful and to wait a few minutes for it to take effect but it never changes to the new address. This has been a reoccurring issue for the last several days

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Flo Koodo
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April.DawnBeginner
asked in Billing & Payments
Carrier Billing

Why can't I bill directly to my phone bill with Google Play Store? I could with every other provider I've ever had.

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Becs_83Beginner
asked in Other
Porting a number to a new provider and requesting a new Koodo number

HelloI have a Koodo number that I have been using for my business. My business has grown to the point that I now need a business phone line and a personal line. What I want to do is port my koodo line to the new business provider, and be assigned a new line. I have a few questionsShould i request a new phone number from Koodo first, then port the old number to the new provider? Do i need a new sim card to use that new number How long does it take on avg to get a new simAnything else to consider?ThanksRebecca

1551
Flo Koodo
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Mochi2000Beginner
asked in Other
Koodo Home Internet

Can someone advise on how to control devices connected on my Koodo Internet WiFi? i.e. disconnect any devices from guest WiFi, active or inactive.  Thanks! 

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MarvinRempelBeginner
asked in Plans & Add-ons
Adding a second line to my account for elderly parents who live in a different area

I live in the Lower Mainland. I have elderly parents who live in the Interior.  Is it possible to add a second line with a local number for the town they live in?I am thinking of getting a simple unlocked phone designed for the elderly and adding a sim card for their area to my account.  They do not require internet access or any bells and whistles.  It just confuses them.  They need big buttons and loud volumes.

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Dinh
Wendy J Best
Wendy J BestBeginner
asked in Billing & Payments
email address for koodo

I need Koodo’s email 

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PeterdebruynConnector
asked in Other
how do I use my phone in the Caribbean

I am going to the island of Curacoa for 6 weeks.  Can I use my Koodo service there?  How much will it cost me in roaming.  Would mainly be texting and using google maps

1143
Flo Koodo
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l_tivConnector
asked in Self Serve
self serve not working

I cannot log into my self serve.  I keep getting the ice cream page saying try again.  I've tried on 3 separate devices and its been like 2 weeks.   whats happening?

1283
Flo Koodo
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CandaceLeeBeginner
asked in Other
network lock request unsucessful

I have a Samsung Galaxy 5 phone. I entered the PUK and they xixnt work. Koodo is telling I must go t Samsung to get it unlocked.Samsung says they dont unlock phones. I dont know what to do. Can anyone help me

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Flo Koodo
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Rubes1Ambassador
asked in Billing & Payments
Inconsistent Invoice Total

May I please have a Koodo Billing rep reach out to me privately? My current invoice has two different amount due totals for the same billing month. @Koodo 

1137
Flo Koodo
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jjjjaaaori33Beginner
asked in Billing & Payments
Pay my bill without Canadian bank account

I am a traveller and I don't have a Canadian bank account. How do I pay my bill online? And why Koodo doesn’t offer in-store payment? So stores are just for selling products?

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Bernard Koodo
Bill Hackney
Bill HackneyNew Member
asked in Billing & Payments
Koodo Internet equipment

I am very interested in getting Koodo internet as I have been a mobile customer for a long time and am happy with the service.  I would like to know if there is a monthly rental fee for the equipment over and above the monthly subscription fee and how much that additional fee is ?  Also does the signal come in on the existing phone line or is it received like the signal on the phone.  I’m asking about the signal as I will be moving to a basement apartment. 

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AO123Beginner
asked in Plans & Add-ons
Switch to a cheaper plan

I would like to switch to a cheaper plan but Self Serve only offers me the same or more expensive options.My husband is also a Koodo customer and was offered a plan that I would also like. It was $35 for 30 GB of 4G data per month. I currently pay $60 for 60 GB of 5G data. How can I get the sane offer he received?

2192
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epamBeginner
asked in Self Serve
Payment

When I go onto the self serve page to pay for my bill I get a page that says error try again later. Ive tried logging on and using other devices but I get the same thing each time. This has been ongoing for a week now. Is anyone else having this isssue?

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MidnightBloomBeginner
asked in Billing & Payments
Koodo Self Serve Unavailble??

I’ve been trying to access my self service but it keeps giving me the image of the melted Ice cream cone with the message “This service is unavailable right now. Please refresh or try again in an hour.” Been trying for days and it keeps giving me the same message. I can access everything else EXCEPT my self serve. Anyone know why it’s doing this??  

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PinkObsessedConnector
asked in Plans & Add-ons
Managing Perks Not Working

Ive been trying to change my Perks all day through Self Serve and keep getting an error saying to try again in an hour..but its been all dayIt looks like you can’t choose a Perk right now.Please try again in an hour. If you still experience problems next time, please go to koodo.com/chatTransaction ID here: U1705982757801I90763

46314
Flo Koodo
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KatmaiBeginner
posted in Billing & Payments
Kudos to Customer service rep Javier

I would like to take the time to thank Javier for his customer support involving a connection fee charge that was waived by the store as part of a Koodo boxing day promotion but ended up being put on my first Bill. Without Javiers help patience and time I think I would likely have cancelled my new Koodo account.With my 30 odd years with Telus as a landline and internet customer along with Optik TV I felt somewhat neglected as a long time customer. Javier was able to fix it all and restored my faith in Telus as a long time customer.The only thing that I have cannot be resolved as it is apparently company policy to not provide wifi calling unless your Samsung phone is a Canadian model number despite the US model being able to support it and connect to the network. My US model Samsung galaxy Note 20 Ultra phone is supported by Telus  for both voice Data and internet so I am at a loss to understand why its company policy to lock out the wifi calling just because its an unlocked US model. I

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DonO56Beginner
asked in Billing & Payments
Connection Fee

I transferred from Telus to Koodo  in Oct/23.  The phone agent told me the $60 connection fee per phone line (=$120) would be charged on the first bill, but it would be refunded later.  He said I should be patient since it may take two or three billing periods before it was refunded.  My Feb/24 bill is now online (fifth billing period) and the refund has not yet occurred.When should I expect the connection fee refund?  How have you folks contacted Koodo to complain?

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seangoggin
seangogginAdvisor
asked in Plans & Add-ons
what does it cost to call puerto rico

I have the Unlimited Long Distance Pack and the countries included  are: United States, China, Hong Kong, India, Mexico, Bangladesh, United Kingdom, Argentina, Australia, Brazil, Costa Rica, Colombia, France, Germany, Japan, Korea, Ireland, Italy, Malaysia, Netherlands, Nigeria, Pakistan, Peru, Philippines, Poland, Singapore, Sri Lanka, and Taiwan. Is Puerto Rico considered  part of the USA?  It is area codes 809 and 787 in the North American Number plan. The Pay per Use list does not include Puerto Rico as a countryhttps://www.koodomobile.com/en/payperuse However if you look at https://www.koodomobile.com/en/help/long-distance-callingThe rate is listed as 2.75 per minute for Puerto RicoAs opposed to the normal USA rate of 0.80 per minute  

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