Managing your Services

Hi, none of my numbers are working right now. My number transfer failed and I am stuck in a situation where I cannot make or receive calls or texts on either my temporary number (514) or my original number (***-***-****). My service is not usable at all. Please urgently fix this or reset my line and assign me a working number so I can use my service.  **edited by moderator to hide personal information  

My internet connection has been going off and on all night and morning. Multiple times per hour. I downloaded the Kodoo app, but all that doesn't tell me anything except I have no internet. It's extremely frustrating trying to work and being kicked out time and time again. Does anyone know why this is happening today? May 20th 2026. 

On April 8, 2026 I added “3-day Easy Roam International”, but I do not see it listed in my current list of perks.I will soon be going to Europe, so I thought I’d check the status of everything.  In my free add-on perks, I have “Easy Roam International”, “International Data Roaming” and “International Voice Roaming”.   No mention of any 3-day Easy Roam.I want to confirm what I do have and what I’m entitled to when abroad.  I don’t want to be dinged with fees when travelling.  It was my understanding that 3-day easy roam meant I could use my phone for three 24hour days as part of my package, but I wanted to confirm.  Now I’m not clear if I even have this 3 day package.

I migrated my kooxo phone number to another provider but still i am charged partially.I checked my March bill statement and my bill cycle date is 27 of each month and i ported  number on April 26 so why i am partially charged for May bill.

I was charged wrong  Easy roaming  as I have not used any call pick and my data was off throughout the trip to US. Please revert back the charges.

Can someone please flag Koodo to help me remove an easy roam charge? I haven't left the country but I'm being charged as if I did for a day. This is the third time this has happened while hiking coastal trails on Vancouver Island. Thanks

Why was I charged extra data fees?  Koodo is supposed to limit the amount of data to the package maximum.

I live in Victoria and went to visit California for a few days in April. I made sure not to use my data and to not make any calls to avoid the Easy Roam charge on my account. However, I now have 3 charges ($16 each, total of $48) on my account for that period. I was very careful to not make any calls, and to only use my U.S. phone number/data plan, which is different from my Koodo account. I would like help to please remove these charges from my account, as I did not make any calls with my Koodo phone number while traveling.

I signed up with Koodo last week and had my number ported over from rogers using self serve, but I’m getting a $50 number change charge on my first bill.I did have some issues on the first few days when I noticed my number wasn’t changing over after porting, I deleted my eSim to try and fix this but couldn’t recover it due to recently making a password change on my account. (whole other story, login was bugged for me on wifi)I ended up going to the closest Koodo location at a mall and the guy helped me get my esim back on the phone. He didn’t mention anything about charging me at any point, so I’m not sure where the $50 charge came from.

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

eSIM locked need unlocked now DONT know puk had callback they didn’t help at all! Please help asap

My $50 60GB UL min Plan SFD (5G Speed) plan suddenly became a $55 plan with no notice. I’ve gone back and looked at the past several months of invoices, and there is nothing to indicate a price increase coming. How can Koodo make a change like this without providing any information (that I can find)? It seems like I’m not the only one who has experienced this, and I’d like some clarity.

Is the $25 plan still on?

Hi, I accidentally locked my e-SIM and my phone is stuck on the PUK screen. I do not have a second phone number to receive a voice callback right now. I am logged into my Self Serve account here. Can an official Koodo rep please Private Message me my 8-digit PUK code directly to my community inbox? Thank you!

Hello could you double check this with my account? Why my latest billing doesnt reflect the discount for pre-authorized payment? So i got a higher billing for the current month. Could you fixed it? Im an in back plan and they have promise that no sudden change in my plan rate would happen again. Why is it i am having a problem again on my bill?  **edited by moderator to hide personal information . Feel free to include the images again, however, make sure to hide any personal information like complete name and personal phone number. 

Hello,When I signed up, I was told the plan would be $25 per line, but my bill shows $29 and $34 charges instead.Please review the activation agreement and correct the pricing as promised.I would also like a credit for the overcharge.Thank you.

I need a fully itemized receipt.  The normal receipt that you send is not useful for my worker.

Hi, I saw my monthly rate has been charged from 45 to 51, but I didn’t make that change. I wasn’t even notified for that change. Now I can’t change it back to 45 because the website said I already changed it once in the month, but I did not. Can you change it back to 45 and refund me the difference for what I’ve paid?Thank you.

When I first signed on with Koodo they sold me on the idea of the premium Stream+ and not having ads in the available streaming services. Only to find out that this isn’t true. I need to pay Amazon $3/mth to remove the ads on their streaming service. Why isn’t Koodo up front about this?? Why am I paying for a service that I’m not receiving? I’m not posing a question here. I’m just not pleased with the misleading advertising from Koodo’s website, phone reps and in-person interactions regarding this issue. 

I was incorrectly charged $18 for roaming charges on both April 18, 2026, and April 14, 2026 -- totally $36. I never turned my roaming on for these two days, and would like a refund please. Thanks in advance.

Hey there,I got an email from koodo stating the following.“Starting June 15, 2026, the subscriber on your account with this phone number that is using a 3G device will be charged an additional $5/month for 3G network usage due to rising costs to maintain this network, which is being planned for shutdown. This charge is avoidable by switching to and remaining on a compatible 4G LTE or 5G device for your mobility services. Once the device switch has been successfully made, you will no longer see this amount on your bill.As part of the small percentage of Koodo customers impacted by this change, to help make this switch easier, we have device financing options from $0/mo and $0 upfront plus taxes when activating select rate plans with a 2-year Happy Tab. Call 1-866-975-3052 or visit your local Koodo store to ask about compatible 4G LTE and 5G device options.”Now, i am Not u

How do I get these fraudulent charges removed?

I canceled my number this month, but i still have my balance so i tried to pay. But i also closed my canadian bank account so i don’t have any canadian payment method. So i want to pay for my balance with my international master card, then how can i register it?

Dear Customer Support Team,I am writing to report an urgent issue regarding my recent number transfer from Rogers to Koodo Mobile.I purchased and fully paid for a yearly plan in advance and opted for an eSIM. However, while attempting to activate the eSIM, I am receiving an error stating that the QR code has expired. Unfortunately, I am unable to generate a new QR code.This situation has left me completely disconnected:My previous network is no longer active The eSIM is not installed on my new device I am unable to receive OTPs or calls on my number (+****89) I cannot access customer support via phone due to lack of serviceThis is extremely urgent, as I require my number to be active immediately.Account Details:Account Number: *****30Phone Number: +****89I request you to:Immediately issue a new eSIM QR code, OR Provide an alternative way

So I have two numbers on one account.  One for me and one for my son.He’s run out of data and need a one time addition for this month.  He’s data is currently blocked.  He can’t get the add on because he’s not the account holder. When I log into the portal I see that his data is blocked and it asks me if I want to add data.  I select the amount and hit add.  Then the loading wheel turns and nothing happens.How to solve this?I’ve tried to use the self sever and “expert chat” features and honestly they make me want to quit Koodoo. It’s infuriating.