Managing your Services

I am currently on an active 360 day $149 plan.  I have sufficient funds in the account to renew this plan.  I see on the website, that this plan is no longer available, and there is only a $159 plan that is not available to existing customers.What happens when my $149 plan ends?  Will it automatically renew, at $149 and use the funds I have in the account?  If so, can you please specify where I can find this in writing?Also, when I login to the account, there are no buttons or actions where you can renew, or select what type of renewal you want.  Am I missing something, or will it just automatically renew the same $149 plan that no longer exists on the website.  Again, if you could please specify where I can find this info in writing.Thanks

I can’t find where you order OneNumber in my self serve

I just received notice of my bill and it is now a new plan for more money.  I did not change my plan and I do not need it changed. Can not find phone number to actually speak to a person.  Need to speak to a person or I will have to go with another carrier to solve the problem  

Hi,I switched from Monthly to Prepaid in May this year.  Now I’m getting this on my former Monthly Account:Jul 17 - Aug 16Balance forward from your last bill .............................................. $7.00 What si that for?

Koodo Assist was such a disappointment. My data ran out, I couldn't top up at all. I tried to call customer support but it kept sending me back to the useless Koodo Assist. After wasting a hour trying Koodo Assist, I then had to drive across town to a Koodo store. The person at the store said my plan no longer existed and I would have to go on another Koodo plan for more money to acquire more data!! She fixed me up in about 10 minutes. So 2 hours wasted dealing with this data issue that I couldn't fix using Koodo's assist.Thinking about changing my carrier. The one time I needed help from Koodo, you and your Assist let me down. Do better Koodo!!!!

Its getting really annoying how difficult it is to change a perk.  Please help as nobody yet has still changed my perk.  Its to a point where changing service providers is the answer.

Hi,A few questions here. I am going to travel to Asia for 42 days,  is Global Easy Roam 30 Day Pass suitable? and for the remaining 12days, can i add another 14 day pass when i am in Asia?My purpose is to receive a few calls from Canada, do i actually need to buy the pass or there are cheaper solution?Without the easy roam, am i able to receive sms/ voice mail? (i am post paid)ThanksN

Hello,Could someone please flag a Koodo rep to remove the roaming charges.My son was recently travelling in Vancouver to Whistler. He was charged $16 on July 4. Could you please remove these roaming charges. The last 2 digits of his phone number is 00. Thank you. 

I changed my prepaid phone number today to a new number (still prepaid). Restarted my iPhone immediately after updating my number. It’s been a couple hours and my new number is still not activated. I’ve tried restarting several times, even left it off for over 20 minutes, and not having luck. Has anyone encountered this issue? Please let me know how you resolved this. Thanks in advance! 

Hello,I have been inappropriately charged for a US roaming package, please remove from my most recent bill.Thank you,Marisa

I was misinformed that a price increase did not apply to me.  The increase was added to my account and I took it up with a chat rep.  After sending an irrelevant reply, they apologized for the error and offered to apply a one month credit of the increase.  I delayed responding because I was away without my credentials (need to repeat them over and over).  I finally found out how to get a record of the chat and the last part isn’t there any more.  I’m very disappointed with Koodo.

So the  last two months I was overcharged on my phone bill and I didn’t know why.  I tried calling twice to the customer service for billing because apparently the sales associates at the kiosk can’t do shit to help you.  So I talked to someone on the phone and they kept telling me that I missed a payment.  But I did not miss any payments because I checked my bank records and it says the payments were made.  I just paid one bill a few days late.  The other was a bit more late but I still paid it.  Well whoever is in charge of the billing service decided to be a dink and double charge me.  I am angry and very upset.  I can’t do anything about it so for now I will pay the bill then I will make a plan to go to another phone company for service

I have 2 lines on my Phone. The primary which receives hundreds of spoofed calls, and the secondary number ( esim2 ). I have a free cellular phone hanging around. I would like to move the secondary esim2 number over to my android phone.Is this possible? What steps are involved?Are there any changes in costs moving ahead with said idea should it be possible?Thank you.

My latest bill says I made two 1 minute calls while roaming when I did not. Live on border city but still no calls. Can you please help remove the false charges? 

I can;t deal with a company that is all digital and no personal customer service. 

Koodo sent a text saying they are automatically changing my plan to a 5G plan soon and that they will ship me something.   I don’t want 5G and I think I am the one that decides what I want with my cell plan. A company should not be automatically changing things without permission from the customer. There is no 5G antenna in my whole region so is  this going to cause me to lose service if I am not “up” graded to 5G?   If we cannot or won’t upgrade will we have to find a new plan elsewhere or will Koodo still provide service? 

I have bought a 100GB self-serve plan. However, when trying to activate my account through Koodo Self-Serve, the verification code does not get sent to my phone number. I have tried contacting support agents, but I cannot do so because I can't log in to any account. Please help me resolve this issue as soon as possible. Many thanks.

Why was i charged over 70 dollar even though my tab is paid is paid off

Hi there, im abroad and cant cancel my service. I tried online and it won’t work. I’m being charged for a service that isn’t being used as of the end of May.  Please help as I need to discontinue my Koodo plan! I don’t have access to X nor Facebook. Please help!

So is this plan still available? The website is definitely giving me a hard time. I was able to do the whole check-out procedure… but nothing happened to my account… nothing charged to my card?

I added the Asia Easy Roam 14 Day Pass few days ago and received a confirmation email but when I got to Asia, the text message says “Koodo: Welcome to *name of country*!  You do not have Easy Roam…”  How do I check if I have it or not?  I don't want to return from my trip with a crazy bill

Please refer to my July 1016 bill for the amount of $106.88 the last payment I was billed $73.17 why is my July bill so high? I owe my Smartphone since May 2026. Therefore I owe not rent on the phone and considered my phone. Thank you for making the adjustment to around $70.00 range. Paul  Thank  **post edited by moderator to hide personal information 

Hello, I wanted to contact Koodo today to understand why my phone bill went up without notice and what my options are for other phone plans.What should have been a simple process turned into a long, frustrating and EXTREMELY disappointing turn of events with Koodo's website, AI chat bot and live agent.Here are my complaints as long standing koodo customer.1. AI agent chat bot on your website is absolute garbage. It always has been.Whatever higher up people decided to use this chat bot software for your website should be fired. It’s clear that Koodo/Telus only cares about money and could give two **** about their customers and customer service.2. It’s impossible to find contact number on your website! Again, another example of Koodo not giving a **** about their customers.After googling it, I found your number and called. The phone script suggests the customer use your AI agent and disconnects call. To be disconnected and redirected to the garbage chat bot is infuriating.3. It takes 15

My sim suddenly stopped working today. It is not connecting to network. My account shows it has got several updates today, which I didn't request. Some rep messaged and said my account has got updated and is now transferred to an esim now. My phone doesnt even support esims.  I think someone is trying get access to my number which is a major security issue for me. But no one is support has even called me yet. Koodo will he liable for any loss that happens due to this. Two months ago a similar fraud took place at a koodo store related to my account. Now based on reps message the updates have taken place today at the same koodo store. What kind of fraud prevention do you have?

Hi Folks,Over the past week-ish my home internet service has been having outages every evening. My WiFi is working, just no internet access. Unplugging and reconnecting the modem seems to reset the behaviour. Has anyone else been experiencing this? Koodo is so hard to contact I wanted to ask here first. Honestly this is likely pushing us to switch to another provider.