Managing your Services

Hey folks, I had a koodo plan where I was getting 50$ for 70gb, 5G speeds. I have been trying to get the EPP applied on this for like 2 months now but there was a paystub issue, I got that fixed and just got an email my plan is not eligible for EPP.So I called Koodo and they switched my plan to 55$ for 80gb, 5G speeds. They also mentioned only 55$+ plans are eligible for EPP, Im just afraid I was oversold because in self serve I can see 50$ for 60gb plans too. Can anybody confirm?

I am on Easy Roam - not in the USA - I can receive texts but not send. Please help!

Trying to take 2 phones off seasonal plans. Asks me to take off seasonal hold. Do that. Bunch of plans show up so I can select one . Do that then it just shows 3 dots fading in and out. Both accounts do that. Really frustrating to have a self serve system that makes it very difficult to contact someone to fix their software problem   Don’t know what to do is there a phone number or email where I can call someone to fix their problem. 

The SIM card I have is not working. I have been given a new SIM card. The “Change your SIM Card” fails because the verification code is not being sent out to my email address. All other emails from Koodo have arrived, there is nothing being blocked by filters. I cannot call support or have support call me because I currently don’t have a working phone.How do I get in contact with support?How do I get Koodo to send a verification email?

Asap i click on the Activate link for Disney. A disney page comes out saying an error occured. then brings me to their home page.tried opening regular account with just regular email. gives me email invalid error.the Other two is worked fine.i did not have a Disney account prior

Hello All, since March 21 … I have had nothing but issues trying to get the “ Prime” portion of Stream+ fixed/activated properly.Initially it was because of my existing Prime billed through Koodo and its just been one issue after another after that. The latest was today speaking to 2 levels of support with promise of a callback/resolution. After the call my subscription and receipts were gone!The call went well and I can honestly say have always had pleasant CSR/Tech support.Just noticed now that I can see my subscription has returned with Netflix/Disney activated. However Prime membership appears not to be activated even though I have the “Welcome to Prime” screenshot.Now I’m not sure what to do. After getting the “Welcome to Prime” how long should it take to transfer to my Amazon Account?Any assistance appreciated Thank you! 

I was perfectly okay with my cell phone services, till one day one of your Sales Rep came to my door to sell the plans, the plan itself was attractive, however, I asked about roam charges, as I do not want any roaming or charges, the lady clearly explained unless and until I DO NOT REQUEST via phone or self serve for activating roaming outside Canada I DO NOT NEED TO WORRY the only thing she advised was to keep data roaming OFF, so I bought two plans, one for my wife and the other for my daughter, quite satisfies, so much that I planned to move all my cell phone accounts with Koodo, being a loyal customer with Telus for many many years i trusted, was satisfied that I intend to move my Bell internet with Koodo, until recently when I get a “SURPRISED” account update with an exuberant Roaming charges, Not sure how can a company like Telus allows such a scam, the worst part, your customer services, absolutely terrible attitude, they make sure Customer is always wrong, the way they talk is

Will my current data balance (which includes a large sum from months of rollover) be transferred when i change my plan to “US/Canada roaming w data, talk and text”?.  Do i need to select the rollover data perk to save this collected data?

Hello! I’ve been charged six times for roaming fees since the beginning of this year, each time I’ve been close to the border but I don’t turn on my data until I cross. How do I get these fees removed from my bill?

Went on vacation recently and had to upgrade to a US plan. Now self serve won’t let me go back to my old one and I’m stuck paying for the US plan I don’t need or use. Before I switched it gave my options. Now it doesn’t.Seems scummy to force you into keeping a plan and not mentioning you can’t change it back after.

I want to sign up for Stream+, but no matter what credit card details I enter, it says there was an issue processing my payment. I am sure that the postal code is correct, I’ve also cleared my brower’s cache and it is still not working. Any ideas?

Help me solve the problem with registering a SIM card for payments  - Self Serve “What you'll need to get started”I go to the linkhttps://activateprepaid.koodomobile.com/en/on/prepaid/koodo/consumer/activation/account-setupI enter the card detailsand gives the error "SIM card number is not available to be activated"I have - eSIM on prepaid subscriptionI added an eSIM to my phone outside of Canada and I can’t activate it (it says “no access”) because the service package did not include roaming.The support service replied that the number was active.The support service replied that you need to go to your account account and add a roaming service.I can’t register for my account because I need an SMS code when checking my phone number. I am not receiving the SMS code because I am outside of Canada.What options are there to solve the problem?

A member asked for details; from not so far history here is an example. Because of my health and age I go to the US and spend the winter with family. I did that before I became Koodo’s customer, therefore they knew. Koodo tried to entice me to join a monthly plan for ‘Roaming’. I declined since I rarely use my phone; it is mainly for emergencies. For 23 days, Koodo cutoff service as punishment. It was time and I came back to Canada and I received an email saying “there is someone in the US pretending to be you…” to justify not giving credit for the 23 days. My reply was 2-questions: “did Koodo receive 2 signals from US and Canada same time?” The other question was “even if that were true, this is a network security issue, why are you telling me? Do you expect me to solve it for you?” There was no answer of course!!! Not only that, they used that same crap 2 more times to cover-up scams. Another beauty; over $100 “service charge” suddenly appeared in my bill. Before I could contact Kood

Hi everyone, I just got a phone call from somebody saying that because I've been a "Telus mobility" customer for a long time I qualify for "the discount." It sounded like a scam so I ended the conversation. Was any part of that call legit?

Hi,I recently got a monthly plan from Koodo for the duration of my stay in Canada. Since I am back in my home country, I requested to cancel my phone number/account and was told I’d be able to pay the remaining bill according to my usage when the number was cancelled. Now that it is cancelled, I have been trying to pay the bill nearly every day, but I’m faced with an error message just as I try to pay: “The service is unavailable right now | Our systems aren’t able to process your request at this time. Check back shortly or refresh the page. | Error code #500”. I also do not have a canadian bank account, so paying through a bank is also not possible for me. I tried to request a callback to sort out this issue so I could pay my bill, but unfortunately, I no longer have a Canadian phone number, and I am not in Canada anymore, and the chatbot says it will only callback Canadian phone numbers. This means I have no way to reach Koodo and resolve this issue directly and pay my bill, and unfo

I’m thinking about changing my plan to the  “Canada-USA roaming with data, talk and texts.”   However, I’ve been unable to determine whether or not there are any restrictions on tethering with this plan (and the AI Chatbot was decidedly unhelpful).  Does anyone have insight into this? Thanks much. 

I’m currently out of the Canada for 4 months and I was advised by Koodo to temporarily suspend my service so that I don’t have to pay the full amount of my plan  (50GB UL Can Min SFD) while I’m away. I paused my service on May 2, 2024, but Koodo is still charging me for my 50GB UL Can Min SFD plan this May. Does that mean that I’ll be paying for my regular phone plan service this month only, and I’ll be charged for the seasonal hold plan next month (June)?

Koodo keeps trying to rip me off. Latest after being hounded by Koodo to get 5G phone I bought one on Feb 26 and paid the deposit on the phone and monthly charge for March. I pay in ADVANCE like everybody. I received a bill for Mar in Feb. You would expect the thieves to cancel Feb bill after paying for Mar with the new phone on Feb 26. But no they like to steal from seniors. This is not the first attempt to steal from me!!!!

I have received a 10G promotional bonus data per month for my prepaid account and it showed up on my account in my web login. However, after I used up my regular monthly data, any extra data that I used got deducted from my data booster add-on  that is already in my current account instead of 10G under my Promotions Usage section. It should deduct from that 10G promotional bonus data instead of my data booster.Is there any way to get that fixed?

In chronological OrderSigned up w/ Koodo.  Had 2 weeks od daily attempts to send pics w/ texts. Using Koodo, found  a way to get/send texts w/ pics. Koodo announced a change and options are, Use the new settings or if they don’t work then  buy a new phone from Koodo. Guess what, they don’t work. Nasty way of doing business. Used new settings, and was again, able to send/receive texts w/ pics. For no reason at all, settings no longer work. I have been paying monthly fess for a no half-baked service. That is, may only send receive texts but if has a image, ir goes to byte heaven and no tells the sender (me) or the recipient that there was message w/ pic, but that is kept a secret by Koodo.QUESTION:What were the old settings that had ip address starting w/ 74? That worked until Koodo fixed it to sell new phones.

Hi, I noticed my VoLTE wasn't working so was doing some reading and saw that sometimes things were not working properly on Koodos "backend". I thought that if I removed it from my add-ons then added it again it may rectify the problem. However, once I removed it from my add-ons the option to reinstate it didn't return. Just wondering if there is any way to have it added back into may add-ons and have someone make sure everything is good on their "backend" without scheduling a call. Thank you.

few days ago I wanted change my payment method, and I cancel the Pre-authorized Payment,  and I found the plan was changed from 29 to 35.  what happened to my account?

Hello,Today I’ve been proposed some kind of Koodo wingback offering by phone (25$ for 30giga).The thing seemed legit as the operator on the phone knew my name when calling and he had some info about my previous Koodo account (like when I first opened a line with Koodo in the past, few year ago).Still as the process was very lengthy and extensive (like photo of driver license card through a webpage),  I now wonder if it wasn’t a scam.Especially as the number is not referenced on the page of legit Koodo numbers I found here: https://community.koodomobile.com/privacy%2Dsecurity%2Dand%2Dfraud%2D232911/was%2Dthat%2Da%2Dscam%2Dor%2Ddid%2Dkoodo%2Djust%2Dcall%2Dme%2D7809115Number was 1 855 675 3397 and it was about opening back 2 mobile phone lines (SIM card are supposed to be ordered and delivered in the coming days)Anyone could confirm if legit or not ? Thank you, 

Hi there, I’m a current customer with about $120 to pay off my tab.  I’d like to switch to happy stack and bundle internet, switching from another provider. However, when I go to select the plan I want ($55/mo) it says it’s not eligible. Any insight? Also, it forces me to pick a new phone. Is it possible to happy stack and bring my own device, even if it means paying off my tab?

I got charged for an easy room intl for 6 16$/day.. how do I reach the customer service email to report this issue while I'm abroad?