Managing your Services

Hi, I have been charged for changing the rate plan. Please revert it or waive it. thanks

My plan still pending change eventhough it said new effective date is a month ago (February 18 2026)

I joined the monthly plan online yesterday but I didn't receive any emails confirmation and instructions on how to set things up. I forget the phone number assigned to me. Please help

Transferred in a line from Bell yesterday, but messaging is not working.

Trying to change my payment credit card, can’t enter details because of ‘502 bad gateway’ error

Hi,   Even though I chose a perk and they said a confirmation email has been sent to my email, I don’t see any email, and the website keeps asking to add the perk. I would like to add the perk ‘3-Day Easy Roam International'. 

This is the first time I’ve needed customer service from Koodo and it is very difficult. I have an account for my kids’ phones. My child is travelling with a school group in Europe and I went online and purchased a 30-day Travel Pass for her phone number. However, when she landed in Germany, she got the standard roaming message that she will be charged $18/day. When I go online to check her account and add-ons, the Travel Pass does not show up. So I tried adding it again today. Again, nothing is showing up in the self-serve web page. I’ve tried Koodo assist, and that is completely useless. I went into a store, they said they couldn’t show me anything. I cannot use the chat function, as it is my daughter’s phone. This is so frustrating. I don’t know what to do to figure out if she’s on the Pass.

I am on a $250 prepaid plan for 360 days. This includes unlimited Canada-wide calling, unlimited texting, and 12 GB of 3G data for the whole year. As of 22 Mar 2026, Koodo is offering a $149 prepaid plan for 360 days. It features unlimited Canada-wide calling, unlimited texting, and 30GB of 4G data. When I go to my online account, I have the choice of renewing at the same $250 price. When I click on “Change Plans”,  I only see more expensive monthly prepaid plans.According to Mobile Master Oliver C, current cheaper plans are generally available only to new customers.But what if I ask Koodo to totally close my account (including oline account) and wait a few days. Can I go online to Koodo’s public website and sign up for the cheaper $149 plan as a “new” customer?What if I subscribe to another mobile company for a month after terminating my account with Koodo? Can I take advantage of the cheaper plan as a “new” customer after a month?What if I go to

I have just gone through my phone plan bills for the past few months and noticed I have been charged an excessive amount in roaming charges. This is most likely due to the fact I live very close to the USA border although I have not left Canada in well over 2 years. Can the roaming charges on my most recent AND previous monthly bills be refunded/removed? Thanks for all the help. 

It looks like this part of the page couldn't loadi want to manage my subscription but this things happen. i call several callback and even technical support says problem was fixed but it wasn’t. 

I received a call from Melissa on Koodo’s customer retention team (her number 250 984 2316) in response to my complaint of the increase in my monthly fee from $40.00 to $45.00. I have been a Koodo customer for approximately 2 years, and a Telus mobility customer most of my long adult life.Melissa proposedto reduce the increased monthly bill of $45.00  to $38.00 (which was closer to my original plan of 40.00 when I originally signed up with Koodo) to supply a free phone for 18 monthsAfter a lengthy process (too convoluted to type) Melissa agreed to fix the billing problem, and I would not have any free phone that was offered by Koodo.Today I received a bill for $691.47 that reflects an accumulation of monthly bills of $228.62 (3 months accumulation)To my surprise, when I called Melissa today regarding the outrageous monthly bill, her number was out of service.I would like this resolved. Please contact me.Stuart

Good afternoon,I have been to one of your locations to upgrade 3 phones and got the worst customer service as they did not want to check plans and tabs with me so they told me they didnt have the phone in stock but sold a phone to a person behind me. How do I get ahold of customer service to make a complaint? I've ben with koodo 15 years now and this is the second time in the past two weeks I tried to go get phones and they sounded frustrated checking tabs for my 3 lines

I travelled abroad with no easyroam activated and Koodo charged me 75$ before the plane even hit the ground. I was connected to the network for 5 minutes, i was not using my phone at all, my phone was doing something in the background. 75$ for nothing. Outrageous. If easyroam was activated, it would have cost 18$. The cost of a month of data abroad is 15$. Again just outrageous. I am leaving Koodo asap. 

!--startfragment>Hi everyone,I’m posting here because what happened on my latest bill feels completely unreasonable, and I’m hoping someone can explain how this is supposed to make sense.I just got back from Korea. When I landed, I turned off airplane mode for less than a minute so I could switch over to my eSIM. I didn’t open any apps, didn’t use data, didn’t do anything — literally just toggled airplane mode off. Within seconds, I was hit with over $100 in roaming usage charges.From everything I’ve read, any roaming activity should trigger the $18/day Easy Roam, not a massive pay‑per‑use fee. My monthly bill is normally around $55, so with Easy Roam the total should have been about $73. Instead, I was billed $160.I contacted Koodo support and explained that the roaming happened instantly and unintentionally, a

I recently added a new line there was a discount code of.  ADD120 And it’s not showing up on my billif someone could help 

Became a Koodo Internet customer a month ago. 1 Gig Service. Getting slightly above 100MB. Lots of disconnects. Multiple time each hour Cannot get a number to discuss or troubleshoot. Giving it two more days and cancelling if no-one gets back. Can’t get any assistance via their ai for %^&^%$

I am attempting to set-up wi-fi calling but am not able. - I have a Galaxy S23 FE on a monthly plan - the “wi-fi calling” toggle is not visible in the settings menu on my phone - the “VoLTE” add-on is not visible in either “My add-ons” or “Add-ons available for you” selections of the Mobile Services menu on the Self Serve page. - entering VoLTE in the search yields no answer.  I am instructed to re-phrase my questions.  I have also tried “wifi calling”, “wi-fi calling”. “wi-fi call”, “wifi call” and continue to get the same non-answer. I someone able to instruct me on what needs to be done to rectify this problem?Thank you!

I can tell from reading a few posts that Koodo is a shitty company to deal with, zero customer service, no point in leaving any message to try and fix biling issues because noone will ever reply.   I’ll go back to my mobile phone provider and ask them to change my provider. 

I would like to dispute roaming fee on my last bill

I've done everything koodo suggested: toggle airplane mode, update & restart phone, reset network settings. I have ZERO connection to any mobile networks and cannot make or receive phone calls or texts. This has been happening on and off for the past week, and now I have no connection completely. I've been with koodo for YEARS and now all of the sudden I have no network connection, where I have had it before.

I hope you are well. I am writing to let you know that my plan was never activated, and I have not used your service at all. When I previously spoke with your representative, I was informed that no charges would apply since the service was not used.However, today I received an automated email indicating a payment of $4.20 due by April 13, 2026. Could you please review this and remove the charge, as it seems to be a system error?Thank you very much for your assistance.

I hope you are well. I am writing to let you know that my plan was never activated, and I have not used your service at all. When I previously spoke with your representative, I was informed that no charges would apply since the service was not used.However, today I received an automated email indicating a payment of $5.64 due by April 13, 2026. Could you please review this and remove the charge, as it seems to be a system error?Thank you very much for your assistance. 

Hello,I tried to switch my prepaid plan to a postpaid plan using the “Fast Switch Self Serve” option, but I received a message saying it is “limited to select customers only for now.” When will this feature be available for customers like me? 

I’m unable to add the free perks using the self-serve option. I’ve tried 2 different computers, and the system still tells me to try an hour later.  Please assist.

I met the promotion of “All your favourite content in one place from $10/mo. for 3 months.”I purchased “Stream+ Basic”, but it is automatically upgraded “Stream+ Basic with Netflix Standard”, and it requires more payment. That’s what I did. You can see “with ads” option that I purchased: However, I have gotten antother email later. Most of all, it is not a free promotional upgrade. The last picture shows the increased payment, but it is not a my choice as the above clears shows: