Managing your Services

Why can't I get my mobile number back after paying the required fees? The number is still not activated. If I had known this would happen, I wouldn't have paid anything. I still have internet bills to pay, and if I don't get my phone number back, I won't be able to pay them. The reason is the self-service system; everything stopped when the number was deactivated. I don't know what the solution is. I contacted the company, and they said they fixed everything. Is it because the branch employees don't want to work, or what? If the number is still unused, what's the problem?

Trying to activate a pre-paid account. Everything good, eSIM seems to have been fine, my credit card was  charged, got to the end and it says “activation error 0.8200”I called the help number provided. It went to Telus. Telus says everything looks fine on their end, no issues with porting over the number. Tried to create a “self serve” but the verification code doesn’t come through to the number so I can’t make an account. Stuck in limbo over here on hold with Koodo (Telus rep transfered me) for over an hour. Any suggestions?

I'm hoping someone from Koodo can take a second look at this. I've been throughthe messaging team and we've reached a wall.WHAT HAPPENEDI was in the US from July 4 to 11. My July 31 bill included $128.00 in EasyRoam US daily fees - eight days at $16.WHAT I ACTUALLY USED, FROM THE SAME BILL  US 1X Data Roaming ............ 0.338 MB ..... $0.00  Roaming Txt Msg - Received .... 9 messages ... $0.00  Long Distance US/Intl Voice ... 2:00 min ..... $0.00Every metered line for that week is zero. $128 for a third of one megabyte.WHEN THE EIGHT FEES TRIGGERED (ER/VC ROAM/VOY entries in the airtime detail)  Jul 4  - 12:19 pm      Jul 8  -  6:49 am  Jul 5  -  1:21 am      Jul 9  -  6:24 am  Jul 6  -  8:33 am      Jul 10 -  8:42 am  Jul 7  -  4:27 am      Jul 11 -  6:36 amFive of the eight fired between 1:21 am and 6:49 am. There is no user-initiatedentry anywhere on my bill at those times, because I was asleep.The July 7 fee is the clearest. It is timestamped 4:27 am - the exact sameminute as a M

Hi there, I have been using a Europe Easy Roam 30 day Travel Pass for the past few weeks and had two questions about it. The pass instructions say that the 30 day pass provides 30 “consecutive days” of roaming but it also says it is active for 45 days and gives an expiration date that is 45 days after the day I ordered it. The instructions say “you’ll only be charged on days you roam.” So does this mean that the pass is used up/expires 30 days after the first day I roam, or does this mean the days only get counted on days I am roaming and I can therefore spread the 30 days across the 45-day activation period until the expiration date? i.e. use it for 3 days, then put my phone on Airplane Mode for 1 day, then use it for 27 days (for a period of 31 days in total). How can I know the actual expiration date of my Travel Pass once it is active and how many days I have used up? The 30 days since I first activated my Travel Pass have now passed, and so I have put my phone back into Airplane M

my friends and i are on the same plan, and they get promos via sms.  how do i opt in?

I'm on the pre owned phone page and it talks about a student plan, $40 for 10gb.  Can you get that plan with a pre-owned phone?  Do high school students qualify?   Thanks!

I was about to switch my PM $35 100GB Can/US/Mex plan to an offered Koodo postpaid $40 150GB Can/US/Mex plan to get access to roaming for an upcoming trip.  I hate to pay the extra $60/year since the extra data isn’t needed, but roaming my existing number rather than a temporary country data/# SIM is highly preferable in my case.I notice I’m also being offered a Telus $40 plan, 100GB Can/US.  Mexico is no loss, and 100GB is an order of magnitude more than I’ve ever hit on data use, so the 150GB with Koodo isn’t a huge loss.  Would there be other advantages to going with Telus?  It seems unclear if Koodo is limiting 5G at 1GB (the offer banner) or 260MB (the fine print, perhaps out of date).  In theory I might have access to faster speeds with the Telus plan, although I spend half the in cottage country which has no 5G at all and don’t desperately need huge bandwidth even when in the city.  Do Telus speeds tend to actually be significantly  faster in the real world?  I’m not a multi-ser

I was not in the US, but near the ocean in BC and it said it was going to charge me and my wife $16 for roaming. Please reverse this charge.

I was a Koodo customer a few years ago, but am currently on Public Mobile, with a $35 Can/US/Mex 100GB plan (much more data than I actually need).  I’m going to be vacationing in the UK in September, and PM has no roaming ability.  One option would be to get a UK SIM voice/data for the visit, but I’d have to ensure no critical banking or other service would try to do SMS 2FA to me, and other small annoyances.The other option would be to switch back to Koodo,, as PM is actually always imploring me to do, to get access to Travel Pass roaming..  It looks like I can get a promo switch rate to a 150GB Can/US/Mex Koodo plan for $40/month.  It seems a shame to pay $60/year for more data I don’t need, but on the plus side I’d get WiFi calling, which PM doesn’t offer, might be a useful backup here in cottage country.  Just wanted to ask if I’m right on Koodo for this these days:It looks like Koodo uses multiple carriers in the UK, on a “strongest signal” basis?  That would be good, as part of m

I had a tab with Kodoo a number of months ago. I received an e-bill saying my tabs balance was $0.00 that my phone was paid off.  My next bill stated that there was $200 on my tab.  When I spoke to a representative in a local store he informed me I had opted for a feature where I would pay off my remaining tab with the next bill. I informed him I had not, as I wouldn't be able to afford that.  He told me I must have done it "without knowing about it".  I told him that that was unlikely. I got a bill saying I owed over $400. I managed to get ahold of someone by phone, explained the situation, and told them I was not paying the $400, as I had paid the $200 previous. I wanted my account closed.  I was informed they saw I had made the payment, and they would fix the account. It clearly was NOT fixed, as I am now being informed the $400 (that doesn't exist) will go to a collection agency.  I need to speak to someone about this to finally have this insanity ended. Thank you.

The August 24,  2026 edition of the Toronto says that: “since 2011, CRTC rules allow consumers to request that their new service provider process the cancellation of their existing service on their behalf, avoiding customer service hold lines altogether,”How do I get Koodo to do this for me?  

I am being charged $5/mo for a “3G Usage Price Increase” even though my phone supports and uses 4G. The only thing that might explain this is on koodoo's support page where it reads “your data connection uses LTE while calls fall back to the legacy 3G network” [1]. But my phone (a OnePlus Five) has VoLTE enabled and the Koodo SIM status reads “LTE” under “Mobile voice network type” and “Mobile data network type”.As far as I can tell, I am using a “4G LTE” device, right?So according to Koodo:“After you switch to a 4G LTE/5G device, you'll no longer see this amount on your monthly payment starting on your following renewal.”I should not be billed $5/mo. Right?What am I missing here? Is there a legitimate reason for this? Because this just comes across like a grift by Koodo to get me to buy a new phone from them. I’m asking this here because I can’t find a find a phone number or email address where I can get in touch with their customer support. [1] https://www.koodomobile.com/en/help/exp

I transferred from Public Mobile but have been stuck for over 3 hours but whenever I try to login it says  “If you'd like to link an accountPlease wait for your account to be set up.” I want to be able to respond to the message that I should be getting from public mobile to transfer but I have not received any messages or emails!Please help ! 

I bought the 14 day plan and it shows the $60 charge on Aug 8th.  I turned on roaming and was using it all along. Then on Aug 18th I suddenly get a message saying Welcome to the USA and my 14-day plan expires September 5th.  I will be home well before then, and wanted to start the 14-day plan on the day I purchased it…  Now I’m unsure if I should buy another shorter plan to cover the rest of my trip. ( Originally 14-day plan from Aug 8-22, then 7-day plan to Aug 28). I’m also afraid of what my bill will be if I’m paying the ridiculous daily rate since Aug 8th.

I want a charge on my bill reviewed. I have logged in to the self-serve portal, clicked on “review a charge”, entered all of the info, including why I am requesting the review, and then whenever I hit submit, I get the same “unknown error” message. I have gone through this every day for the past three days, sometimes several times a day, and yet I always get the same unknown error message. This almost seems like its by design to frustrate me into giving up and just paying the charge. Can someone from koodo please look into this and fix the website so that I can use the self serve portal as it was intended?

Hi Koodo Rep,When I signed up, I was informed that the $80 connection fee would be waived/credited within 2 to 3 months.However, the $80 connection fee was charged on my March bill, and I still haven't received the credit even after several months.Could a Koodo Rep please review my account and help process the $80 connection fee credit?Thank you!

Activated Koodo prepaid account with temporary number using esim. Ported nr from Lucky mobile. Got text msg and replied yes to porting. Number is showing on my Koodo self serve but not able to make calls . I removed Lucky esim and now not able to make or receive calls. Do I need a new Koodo esim to setup ported number from Lucky mobile ?

Hello Koodo,I hope you’re well,in writing because I would like to do a payment agreement, I know was my wrong for not noticed you about my missing payment, but I’m very interested to pay my bill, yesterday I revived my renew work permit and y I would find a job. I’m very grateful if you could help me 🙏🏻Good day,Claudia Zuluaga. 

Hi everyone,I'm hoping someone from Koodo or the community can help because I've completely run out of options.I'm currently in the UK, and while I'm away, a relative has been paying my Koodo bill for me. I also have pre-authorized payments set up on my account, but for some reason they never process automatically.Whenever I try to make a manual payment, I receive the following error message:ss_otp_40023_tokenizationfailure_step2I've seen this exact error every time I've tried to pay over the last three billing cycles. I've attempted to make the payment dozens of times, using different devices and browsers, but nothing works.Because this issue has gone on for so long, I was even charged additional fees on my monthly bill through no fault of my own, as Koodo's payment system simply won't accept my payment.I've also tried contacting support through the Koodo Assist chatbot, but it won't let me connect with a representative, so I've been left with no way to resolve the issue or even pay m

I am a Koodo monthly plan user and have had home internet for the past 8 months (I pay $35 plus taxes for 100 Mbps after a $30 discount for having mobile plan, $5 until January 2027). The other day Rogers called me and offered me a home internet deal for $40 plus taxes (500 Mbps, 2-year contract, $100 bill credit). I am thinking about it, but before that, is there any retention available with Koodo in this case? I am not looking for any bill credit, but may be switch to 500 Mbps for the same price or an extra $5 to match Rogers? Just checking to see others' experiences in a similar situation. Thanks!

I received a roaming charge on July 4 but never left Canada at all. 

I went to decide switching my prepaid to postpaid for convenience but here im stuck of getting my esim activated. Trying to contact agent for 2 days at a keast a call back but never happened instead i just receiving list of steps to do but never works any of them. Its very disappointing and no one can contact me because my number im trying to migrate to postpaid is not working. Please i need some help.

I have the 14-day travel pass for Europe (we’re in Iceland). The data is working but I can’t make or receive calls. Help please! 

URGENT FORMAL COMPLAINT – 3+ Months of Unresolved Billing & Account ErrorsHello Koodo Customer Care,I am writing because I am beyond frustrated with the ongoing problems with my account. I have been trying for more than three months to have these issues corrected, and despite numerous conversations and being told things were being taken care of, I logged into my account again only to find a balance of approximately $202 and discover that the changes I was promised STILL have not been completed.At this point, I honestly do not know what else I am supposed to do as a customer.My grandson's line was supposed to be CANCELLED. Prior to the cancellation, I had placed the line on a $15 vacation hold. I was subsequently told the line would be cancelled, yet I have now discovered that it is apparently active and working again.I did not ask for this line to be reactivated. I specifically asked for it to be cancelled.I am also having ongoing issues with my granddaughter's line. She had been o

There is no one to every chat without except the bot. There are so many pop-ups one can’t ‘x’ out of.  STOP it.