Managing your Services

Despite selecting free perk, it says no perk selected since I added a new phone.   I have logged in numerous times to do this selection of rollover minutes.   

I am travelling to Grand Manan island in New Brunswick. I will need reliable internet for a week. Will I have signal for my cell data? Is the island within network coverage? Thank you!

Is Koodo ashamed to give out their phone number so some one can talk to a live rep for information?

I am currently paying $50 for 70 GB of data. When I go to the Koodo website (without logging into my account), there are options for $39 and $44 a month. How can I change my plan to these? When I log in, I only see more expensive plan options.

I paid off my Tab a few months ago knowing I was going to be dropping Koodo sometime this year.  Prior April 20th I switched providers.  Now I have a bill that states I am owing a monthly bill of $33.30 plus GST/PST for period of May 12-June 11.  I don’t understand.  I do not owe anything on my Tab as it was cleared off quite some time ago.  I don’t believe I owe anything to Koodo.  Especially not for a time period of May 12-June 11.  What am I misunderstanding?  How can I get them to cancel this charge that I don’t believe I owe them?

Hi, I recently had my account moved to a new name and account #. Was told I'd get an email to complete the registration and I did, but once i got through the self serve registration it tells me there is already a partially created account on my email that needs to finish registering. When I hit the button to get an email to finish the partial registration, it just takes me through the same process and gives the same error. Wondering if I might just be doing something wrong? As far as I know all the information I'm submitting is accurate.

I received a text this morning saying that my data was unpaused since I was starting a new billing cycle. I only used 20% of my data last month, I have no add-ons, not clear why I getting this message? 

Last month I received a text offering a better and cheaper monthly plan as long I upgraded my phone.  I signed up, selected my new phone, then received an email confirming what my new monthly fee would be which was the cheaper monthly rate plus the tab.  My new phone has arrived is activated.  I don’t know if this is relevant, but I did transfer the SIM from my old phone to the new phone.  My monthly bill came out today, I see I am still being charged my old plan price and my self-serve account is still show the old plan and old rate.  What process do I need to follow to fix this?  Thank you. 

$4.00 Unlimited AIR Mins added to my bill.  I did not add this myself.  I have removed to reflect on next bill but I would like a credit.  Impossible to find in Self Serve. 

I just switched my plan to the 20gb a month for data plan. When I checked my data usage it days that I have a total of 18.7 gb.Is there a reason for it not being at 20gb when that's what I'm paying for and that's what the plan says it is for? 

My basic plan increased by $6 after only 6 months since I opened the Koodo account. I was never informed about this when I signed up with Koodo. I thought I had committed to a 2-year plan with a locked price. When I asked what happened, Denis (the Master) simply advised me that if I'm not happy, I could switch carriers. It feels like Koodo lured me in with a cheap plan, only to take advantage of me afterwards. Since Denis suggested switching carriers, I'm now exploring other options such as $19/month, $29/month, or even plans with the same price at $35/month with another carrier. I'm so disappointed with Denis's response

I am a student and i bought the phone with koodo on EMI. SO, im currently paying both the phone’s EMI and the bill. I am going on a vacay for like two months, the billing date here shows 22nd may and i will be leaving on may 26th and will be back by july 29th or sum. What do i do because i technically dont want the data plan from 26th may till end of july. Also, another question. I know its a little dumb but i just want to make sure. So for example i cut off from the data plan for a while, would i still be able to access wifi and all or i wont be able to access any form of internet?Also, what should i do to cancel the subscription because i think i would still have to pay for the phone’s EMI. Do you think they can just charge me till 26th or so and then i can activate it again right when i come back? If yes, how do i do that. If no, then what should i do?

I used to get my bill via text every month.  Then I changed my number and now I don't.  I called 3 times and was assured that it would now come to my new number.  Is there nobody working at Koodo that knows how to fix this problem?? It's not brain surgery after all. It's really starting to irk me

Hi, I bought a prepaid sim card in a store. After activating my sim, I never received any email from Koodo.I’m trying to create a self serv account. Each time I’m doing so it’s written : We are unable to process yourrequest at the moment. I tried with different browsers.I went to a koodo shop their only answer was to wait and try an other time.My sim is working, I can call and use internet. Any idea? 

Hey folks, I had a koodo plan where I was getting 50$ for 70gb, 5G speeds. I have been trying to get the EPP applied on this for like 2 months now but there was a paystub issue, I got that fixed and just got an email my plan is not eligible for EPP.So I called Koodo and they switched my plan to 55$ for 80gb, 5G speeds. They also mentioned only 55$+ plans are eligible for EPP, Im just afraid I was oversold because in self serve I can see 50$ for 60gb plans too. Can anybody confirm?

I am on Easy Roam - not in the USA - I can receive texts but not send. Please help!

Trying to take 2 phones off seasonal plans. Asks me to take off seasonal hold. Do that. Bunch of plans show up so I can select one . Do that then it just shows 3 dots fading in and out. Both accounts do that. Really frustrating to have a self serve system that makes it very difficult to contact someone to fix their software problem   Don’t know what to do is there a phone number or email where I can call someone to fix their problem. 

The SIM card I have is not working. I have been given a new SIM card. The “Change your SIM Card” fails because the verification code is not being sent out to my email address. All other emails from Koodo have arrived, there is nothing being blocked by filters. I cannot call support or have support call me because I currently don’t have a working phone.How do I get in contact with support?How do I get Koodo to send a verification email?

Asap i click on the Activate link for Disney. A disney page comes out saying an error occured. then brings me to their home page.tried opening regular account with just regular email. gives me email invalid error.the Other two is worked fine.i did not have a Disney account prior

Hello All, since March 21 … I have had nothing but issues trying to get the “ Prime” portion of Stream+ fixed/activated properly.Initially it was because of my existing Prime billed through Koodo and its just been one issue after another after that. The latest was today speaking to 2 levels of support with promise of a callback/resolution. After the call my subscription and receipts were gone!The call went well and I can honestly say have always had pleasant CSR/Tech support.Just noticed now that I can see my subscription has returned with Netflix/Disney activated. However Prime membership appears not to be activated even though I have the “Welcome to Prime” screenshot.Now I’m not sure what to do. After getting the “Welcome to Prime” how long should it take to transfer to my Amazon Account?Any assistance appreciated Thank you! 

I was perfectly okay with my cell phone services, till one day one of your Sales Rep came to my door to sell the plans, the plan itself was attractive, however, I asked about roam charges, as I do not want any roaming or charges, the lady clearly explained unless and until I DO NOT REQUEST via phone or self serve for activating roaming outside Canada I DO NOT NEED TO WORRY the only thing she advised was to keep data roaming OFF, so I bought two plans, one for my wife and the other for my daughter, quite satisfies, so much that I planned to move all my cell phone accounts with Koodo, being a loyal customer with Telus for many many years i trusted, was satisfied that I intend to move my Bell internet with Koodo, until recently when I get a “SURPRISED” account update with an exuberant Roaming charges, Not sure how can a company like Telus allows such a scam, the worst part, your customer services, absolutely terrible attitude, they make sure Customer is always wrong, the way they talk is

Will my current data balance (which includes a large sum from months of rollover) be transferred when i change my plan to “US/Canada roaming w data, talk and text”?.  Do i need to select the rollover data perk to save this collected data?

Hello! I’ve been charged six times for roaming fees since the beginning of this year, each time I’ve been close to the border but I don’t turn on my data until I cross. How do I get these fees removed from my bill?

Went on vacation recently and had to upgrade to a US plan. Now self serve won’t let me go back to my old one and I’m stuck paying for the US plan I don’t need or use. Before I switched it gave my options. Now it doesn’t.Seems scummy to force you into keeping a plan and not mentioning you can’t change it back after.

I want to sign up for Stream+, but no matter what credit card details I enter, it says there was an issue processing my payment. I am sure that the postal code is correct, I’ve also cleared my brower’s cache and it is still not working. Any ideas?