Managing your Services

I have been a Koodo customer for about 17 years now (since their first 3 months in business in 2008). And I am disappointed to see that Koodo is offering a $40cad plan including US CA MX roaming with 60gb of 5G data but only to new customers as a big screw-you to existing customers.Anyone have any other phone providers they recommend for CA US MX roaming with a service provider that would like to have me as a new customer since Koodo is making it clear they would not like to keep me as a customer?Already spent about an hour on the line with a Wendy who was not helpful and told me that Koodo only cares to provide their best deals to new customers and advised me that I am not eligible for this plan or any of the boxing day sale plans which I find so disrespectful after so many years as Koodo customer. Koodo started off on their campaign of: “No contracts, no hidden fees, and the same great deals for everyone.”Today they got rid of their tabs that wo

Hello,I received an email from Koodo confirming that my $13/month promotional discount was automatically extended for 3 months, with the new end date of March 28, 2026, and that no action was required on my part.However, I noticed that on my most recent bill I was charged the full price and the discount was not applied.Here’s the email in full: Hello, Thank you for being a valued Koodo customer. As a token of our appreciation for your loyalty, we're pleased to let you know that your current promotional discount has been automatically extended. No action is required on your part. Your promotional discount of $13 off per month will continue for 3 months, and your new promotional period now runs until March 28, 2026, provided the eligibility requirements continue to be met. This extension has been applied automatically to your account, so you can simply continu

I called Koodo this afternoon and luckily got an excellent service from a lady called Catherine Ng ( spelling correct?). She is amazing, detailed explaining information and has  a lot of patience to solve the problems.Her help is really appreciated!Sincerely,Virginia Leung 

I am on my second full billing cycle of having pre-authed payments go through. The first month I received the $10 discount on each line, but no on Dec 1st bill, the discount isn’t being applied, and I’m being charged full price for the plan.

For 3 months, several calls, I would say 7 or 8 out of 10 calls I take or try to make daily are dropped.  Even trying to listen to my own voice mail and the call drops. I haven’t moved, nothing has changed but the crap service from Koodo and I’ve been waiting weeks for their rep to call me back. Who else is experiencing this crap service?

I received an email saying I connected with a USA tower, but I did not cross the border. I live close to the border and it is not possible to have the phone on airplane mode while traveling all the time as I use the data for navigation. How do I have this incidence of roaming removed? 

I just want to select “Rollover Data” but I can’t change it to anything.

Why am i receiving emails for a 0.00 monthly bill when I have cancelled my plan and paid it off??

My husband and I can't select 'unlimited long distance call' as perks. Tried many times on different days. Anyone knows what is wrong?

Dear Koodoo, I am a new subscriber to your service.  I was recently in the Bahamas for 35 days and when I returned I noticed I had an 18$ a day charge for roaming.  When I get to the Bahamas I Immediately remove my sim card and buy a pre paid sim card from Bahama Telephone Co.  I have been doing this for years with my Telus phone without any roaming charges.  This is a substantial bill that I'm not willing to pay< not to mention the BTC charge. Please help me correct this situation.regards,Clay

I was convinced to switch to Koodo due to the term of the Stream+ Bundle that was offered to me as a door crasher sale on black friday 2025. I realized that the basic stream + bundle did not work so i have been tryin to upgrade to premium. Self serve portal shows premium stream + for $25/month for 24 months but when i click the link for ‘switch to this plan’ nothing happens. I missed my 2 week return period because of this deceptive marketing. Trying to speak with live representatives is an insane process. you have to go through the chatbot which stonewalls you from speaking with a live rep unless you repeat over and over that you want to speak with a live rep. I have had 3 calls now and all of them get cutoff abruptly and then i have to start over.Koodo’s customer service  is an absolute disgrace!!!

My husband can't access his Koodo account. When choosing "forgot password", he does not receive the reset email (he is using the same email address his bills get sent to). When choosing "forgot email address", it says "information entered doesn't match our records", all info is entered correctly and he has tried lower / upper case letters. We get billed for his cell phone every month and his phone works, so we know it's active. The place we bought the phone from says they don't assist with Koodo accounts beyond first setup. What should he do? He needs to make changes to his account.

ETA - wrong name in profile. Unable to change. I switched to Koodo only because I needed a replacement Iphone and they had the best offer. I regret it so much. My service is so bad that 90% of the time I can’t make a call from my house and if I do, I can’t move once the call is connected. Service is bad everywhere as well. I looked at a tower map and I see that there are no 5G towers bear me and a scattered few LTE towers. I was with bell before and the remaining members of my household are still with bell. The coverage map shows more coverage with Bell. I wish I had checked this before switching. At this point I may just cancel my account and take the hit on the discount on the phone.  TBH it wasn’t a great deal but at the time it was the only deal around and my existing phone was not working so I couldn’t wait. 

How to cancel Koodo account for Steam plus?methods I have tried Cancel subscription on self serve - unable to due to pending plan adjustments “pending for 3 month”. undoing pending changed - no matter how many times i try even on different devices does not work.  Koodo assist - Home internet redirects you to monthly and prepaid support and they require a Koodo number for call back that I do not have. removing payment method - unable to remove payment method only able to change payment method. I have been charged for more then the promotional discount even though I have been sent a email saying it will be extended for 3 more month, I have been trying top contact koodo but they have no direct support number/email. What options do I have other then freezing my credit card as I would like that to be the absolute last resort.Thanks in advance,  

I was incorrectly charged $16 on Dec 25. Can you please reverse this charge?

I need a call back from koodo , this is now a legal matter and i need to speak to a live agent ASAP 

The Koodo Usage Report lists a telephone call and charges in error.  It appears that I have been charged for a SPAM/suspicious call that went directly to Voice Mail.I am travelling in HONDURAS. The report shows a call, originating in HONG KONG and incoming to Honduras, with MY TELEPHONE NUMBER as both the FROM and TO number. I did not answer any calls on the day in question as I was travelling, and there are no other calls listed, in Koodo or on my phone, for that date. There is a VOICE MESSAGE icon shown on the phone which appeared around the date in question, which I have not retrieved.How do I get this erroneous charge removed?

Hey, i have a Tablet, and i pay the device care at 17$ a month, i was wondering how to proceed to get a screen repair on my tablet. its cracked in a corner, it just snapped one day while i was holding it the digitizer and lcd is not affected, i am in the Gatineau/Ottawa Area

I am using android browser on phone, and cannot loginI am prepaid, and it was working previously but today, it failsI do not get any error msg, it just hangs after I enter my email/pwIf I use a windows browser on my notebook, it works Louis

Does anyone know if Koodo will be offering travel passes to Japan?

My husband purchased a new phone from Koodo (his was stolen) and they changed his plan. Told him that he HAD to change it. That the existing plan was not available anymore. First of all, it is my account, his phone was an add on line. His plan was:*Canada-US roaming with data, talk and texts*100 GB of Shock-Free data at 5G speed*Unlimited Canada-wide messaging (text & picture) plus one perk for $60.00 per month.  The plan has been changed to:*Unlimited Canada-wide minutes*50 GB of Shock-Free data at 5G speed*Unlimited International SMS for $70.00 per month.He was also told that the automatic payment must be taken from our bank account not paid by credit card. What can be done? This should not have happened. 

I don't suspect I'll get anything in terms of compensation for my last month, but I wanted to say... The fact that the 3 months free of prime is then automatically added as an add on to your service is so sleazy. Nearly all streaming services with free months offers give you a warning before they renew, but the fact that koodo ADDS A SERVICE to your plan without consent is gross.I was able to cancel for next month, but the suprise higher bill this month after a a tough time financially this past month was not fun. 

I was on a call and we completed the primary reason, but we're asking several other questions. I went to tap the mute button and accidentally hung up. We were connected to the rep Alfredo at 730 pm MDT . Now the callback system seems to be broken as it pops up a broken site icon. Is there an expected uptime, or best to make a call back schedule tomorrow to complete the additional questions?

Hello! I changed my plan to Canada /US and it's my first bill and it's higher then I expected. Is it because Its my first bill ? 

Can I use koodoo just for the phone plan, like paying monthly to get the phone, and another provider like Rogers for the data plan.