Managing your Services

While visiting Port Renfrew in mid-March, I was billed for Easy Roam even though I was always in Canada.  I live in Victoria, BC.

Looking to see if anyone else is affected. My internet was out for about 5 hours on Tuesday (Apr 28), and it's down again this morning (Fri May 1). I'm in the Kitchener-Waterloo area.I've unplugged the modem and held the reset button for more than 30 seconds this morning.Anyone else in the region seeing the same thing? Any word from Koodo on what's going on or an ETA on a fix?

I have the Canada-US-Mexico roaming with data, talk and texts so I assumed I can use my plan in these three countries without incurring any costs. I’m from Canada and going to the US so assuming I don’t even need to turn on airplane more (but would be great to confirm this too). However, this morning I received a text that said “Koodo Reminder: Travelling outside of Canada? Keep your phone on since you're already set for Easy Roam! Use your Canadian plan's data, talk and text for $16/day in the U.S. and $18/day in over 200 international destinations, valid until 11:59pm in the destination where you are travelling. You're only charged on days when you use your phone in an eligible destination. Visit koodo.com/easyroam for more info. Need help? Check out koodo.com/chat If you don't want to incur roaming charges, set your phone on Airplane Mode to prevent all cellular network usage.” So now I’m concerned I’m going to incur charges if I d

We have just connected the modem in our home but the modem is in my son’s room, which is not ideal. There is another port in the family room but when connecting it there, it shows that it is connected on the modem but there is no wifi available on any of our devices. How can we trouble shoot this? Are there any live tech support agents?

I have two phones on my koodo account, one has access to over 100 gb data monthly and the other only 2gb. How can I divide that up better?Ken

Good evening, I setup my Son and Daughter phone plan for $23.95 on the sameday 2 months ago. Now Son phone plan is increased up to $36.95. I want to know why? And need to speak to Koodo rep to adjust my Son phone plan. Thanks, Aaden

My Koodo home phone has not been working for weeks.I have tried all the suggestions on this website and my phone is still not working.It does not ring all the time. If it does ring the calls are droppped about every 3 minutes.I scheduled a call back online and the bot tells me it does not detect a response. Customer service is very lacking. I am currently paying for a service that is not working and has not worked for 3 weeks.  

I have tried adding the 7 day US roaming pass for $35 each time.  It does not show up anywhere on the online account.  I can get no help from the digital assistants.  They keep me going in circles even when I ask for an agent to help.  Where would it show up on the online site and why?  My wife is landing in Chicago in 1 ½ hours and really needs the 7 day travel pass, but I can get no help from Koodo.  I just need a minute of an agents time.  The digital assistant is not very intelligent.

Was on vancouver island during the time i was charged easy roam and never entered the states or there territorial waters. would like a refund

Hello, I’m looking to understand why my bill is higher than my usual monthly cost? I don’t see any additional charges added to my bill. Thank you.

HelloI hope you are having a good day. I requested to cancel my service effective March 26th,2026 via phone twice.Both representatives confirmed it.However, I just received a bill for April.I have already left Canada and moved back to my country, so I cannot use the phone or call suctomer service.Please verify my cancellarion request recorded in March and reverse all charges after March 26th.Also, I was explicitly told by the representatives that there would be no additional charges or remaining balance to pay after that date.I was told that all my balance up to March 26 was fully settled and there would be no further charges.And I want to close and deactivate this account and mobile phone number permanetly without any outstanding balance.  I would appreciate your prompt assistance in resolving this matter as soon as possible. Thank you

My billing due date is on the 30th and it is the 30th today. I just bought more data from a local store but I am unsure if I should add it to my account now or should I wait until the 1st? My question is, Will my data reset and go back to 0$ on the 1st even though I just bought data today? (Does data reset itself on the first if the billing due date is listed for the 30th?)I hope I worded this right and someone responds ASAP. I really do not want all the data Ì just purchased today to go to waste if my data resets tomorrow. I don’t want to have to purchase more data TYIA ETA: btw Ì am a prepaid costumer *

I rec'd an email to move from Koodo to Telus. Went to same store and switched my plan with the phone I got from Koodo. Now am billed $185 plus taxes for I assume early cancellation but I'm with basically same company and same phone. Can this time owned not just get transferred. Wendy Hunt

I have been trying to cancel my koodo internet since i got it nearly 9 months ago. it’s IMPOSSIBLE to get ahold of anyone and i’ll stay on hold for 30 mins to an hour to not hear from ANYONE. i need to cancel this internet, if anyone has any tips please help.  absolutely horrific customer service. 

I keep getting spam calls from one specific number.  That from the area code is from the GTA . I have blocked the number,  but it goes to my voice mail, they never say anything in the voicemail,   but i don't even want the number to even reach my voicemail,  can call control keep that from happening and can i choose which numbers call control stops. 

I just signed up using the ESim so I could keep my phone number. Now my phone isn't connecting to any network and I can't sent or receive texts or calls. I don't know what to do but I need my phone to work

How do I get erroneous Easy Roam charges removed? We live right next to the US border and it happens all the time. The current bill includes three instances in March. One line on 8 March at 13:02 and two lines on 21 March, 12:45 and 12:41. Thanks!

I have roaming costs on my bill, we live on Vancouver Island and have not been in US but close to WA. please change our bill and take the roaming cost off. There is no chance in hell that I will travel to US the next few years. thanks 

I am planning on using a Europe Travel Pass for an upcoming trip to Europe. My understanding is that calls and texts within the European country that I’m currently in are included whereas calls and texts to another European country are not.I’m wondering if this has implications for inter-country roaming. With so many countries close together, I am speculating that there is significant risk of inadvertently roaming onto another country’s network. So if I accidentally roam onto a neighbouring country’s network for a call or text within my current country, is this covered under the travel pass or is it an extra charge?

How to get talk and text for $22 / month net in Alberta since both Rogers and Bell are offering me this? I have been a TELUS customer for 40 years. Koodo Customer support wants $27.24 net.

Hi, I am hoping to get some help with unintentional Easy Roam charges on my account between April 25 and April 29. I was completely unaware my phone was connecting to the cellular network, and the usage logs show very small amounts (between 2MB and 19MB) on these specific days. This was strictly background app data leakage, not active usage. I recognize there was active usage on April 24, but could you please review the background leakage for April 25-29 and waive those specific daily fees as a one-time courtesy? I have now completely disabled my Koodo SIM to ensure this doesn't continue.

I have an Samsung Xcover 6 Pro and a Prepaid Koodo line. It has VoLTE calling enabled for this line in my phone settings.When I try and activate wifi calling, it redirects me to a login page, when I enter my phone number it says “The number you entered doesn’t match our records. Please re-enter your number.”It says in this doc: https://www.koodomobile.com/en/help/wifi-calling - “Why can't Prepaid customers get WiFi calling?  We're in the process of enabling VoLTE for Prepaid customers. WiFi calling can only be enabled after a customer is provisioned with VoLTE.”But my phone does have VoLTE enabled, so that’s what is strange to me. I should be able to get wifi calling to enable.

In my Prepaid dashboard, there is a banner that says:“Switch to postpaid in minutes & unlock 5G. 5G speeds, roaming options, sweet discounts & more. Easy switch, all online!”And if I click on the:“Check out PostPaid” button, I get:“We couldn't complete your checkout  Something went wrong while processing your order. Try again in a moment, or contact us for help.” with the URL: https://migration.koodomobile.com/en/splash?canResumeJourney=falseIt was working yesterday, I clicked it and started filling it out, but I had to walk away from my computer, it timed out I guess, and now I get this error. I’ve given it over 12 hours and it hasn’t fixed itself yet.Is there an email for technical support?

It appears only one line has the 23.75 promotion applied. Any way to fix this? Not sure what happened. 

I have a $5 add on for 1 gb. They gave me a 25 gb add on for $0.00. If I cancel my $5 1 gb add on will they remove my free 25 gb?