Managing your Services

Hello.I’m arriving in Canada next month to start my study there.I have a Koodo physical prepaid sim that I would like to activate a week before arriving in Canada.  (I have to inform someone about my Canadian phone number before arriving there.)Is it possible to do so? Or do I need to be physically present in Canada to activate it?(My cousin bought and carried the sim card with her to Thailand about a year ago. I hope that the sim has no expiry date. Oh, I also have a top-up voucher code.)

Hi, i’m visiting Japan soon for a couple weeks, and I was thinking about buying an Esim so i can use internet while I’m traveling. Will it work on my phone even if i’m currently on a monthly plan? I could also rent a pocket-wifi device, but the esim looks to be cheaper and more convenient.

Is it billed on the existing mobile plan monthly bill or otherwise?

Koodo sent out emails telling people to upgrade the MMC and other thing -can’t remember what it was. I thought my device was updated. Apparently, not. I can’t send receive anything.  I don’t remember what all it said exactly but my ‘device’ is a brick right now.Do you know where I can find a copy of the upgrade notice so I can talk to my device manufacturer and if they even have a upgrade.TIA - for being here and helping~v

I've looked all over and can't find it explicitly stated weather koodo will block non-phone devices that use a phone plan's sim card like some other carriers do.So, does koodo ‘reserve the right to cancel plans’ or whatever if I were to use a sim card in a different device for the data? If sign up for a plan with a massive amount of gigabytes I'd like to be certain I could use them how I want.

J’ai besoin de rejoidnre le service à la clientèle et je m’attend pouvoir le faire par courriel en 2024. Les services téléphoniques sont long, lents et vraiment chiants + ils n’indique pas le numéro de toute façon. Est-ce que quelqu’un d’entres vous a l’adresse courriel (d’un courriel dans le passé) et pourrait la fournir?  

Will the Oneplus 12 work on the Koodo 5G network. From what I can tell it will but I am looking for confirmation.If someone has a Oneplus 12 is the VOLTE/WIFI calling working? I am reading that Koodo is turning it off on their end

I just changed my plan to the $60 per month Canada-US roaming with data, talk and texts. Does that mean I can be in the U.S and my plan that I have over in Canada (1oo GB of data, unlimited texts and calling) will transfer over once I am in the U.S? I go to church in the states every Sunday and every Wednesday and I want to be able to text/call/data over there. So I’m just double checking that the $60 plan that I just switched over to, will allow me to be able to text/call/data in the U.S with no extra charge of course, the same as I do in Canada. Also, my free perk that I chose was “Unlimited long distance” .. however, it says my add-on per month is “unlimited long distance” and that I’m paying $3 for it but yet it was the option that I chose for a FREE perk. So I hope I’m not getting charged for that even though it looks like I am but it also looks like I’m not….

I have two phones on my Koodo account and one of them has been taken over by another member of the staff.  I would like to have this number removed from my account but have been completely unable to find info as to how to do this.

Hi there,I just noticed that recently there was a $125.85 charge on my credit card by KOODO MOBILE PAC. The post time is Jan 30, 2024.I had no special consumption around or near that date, no roaming, no purchasing, nothing. I only have a monthly fee of $40.77 which is charged about 12th each month.I checked my bill statements on Self-Service and there is no such a bill of $125.85. I also checked my usage and there is no special data/minute/message consumption in January 2024 or December 2023. It must be a charge by mistake.Could you please have a check?Thanks.  

I am not sure if I received the correct equipment for Koodo home Internet and / or puzzled why no tech visit mentioned in email.There is no cable outlet in my house. Actually there is an oldone that had old style cable TV (no Internet) that has not beenused for 10+ years.I received a SERCOM DM1000 cable modem and Telus Boost Wi-Fi 6 routerActivation set for Jan 30th.Currently I have DSL with Teksavvy which I will cancel only after Koodo Internet (60/10) is working for a few weeks.

This is a bit convoluted. I created this account to get a phone for my son +/- 3 years ago. Since then we have transferred the account to his name in Dec 2023, and I am wanting to set up 3 devices under this account as well as needing to change the name on the account as I have gone back to my maiden name. Is this something that can be done online? Or will I need to speak with an agent? Traveling to  Koodo store isn't possible at this time. Thanks!

I want to switch to this Canada-US plan from my existing Canada-only monthly plan: “K2T Unlimited 100 5G+ - Unlimited Canada-US talk, text and 100GB data at 5G+ speed up to 2Gbps”However, I cannot find the plan on the Koodo self-serve page while logged in.  How do I switch to the US-Canada plan from within my Koodo account?I understand Koodo is part of Telus so presumably it should be simple to switch between plans within the same company?  I want to keep the same phone number (important), account, plan add-ons, etc.  The only change is switching to the Canada-US plan (for calling, texting and mobile internet).I learned about the offer from promotional email directly from Koodo to the email associated with my account, addressed to the account holder: “Switch to a TELUS CAN-US Unlimited rate plan and get 100GB for $75/month Plus, we'll waive the connection fee when you activate online.”

Hi! I am an existing Koodo prepaid customer and I need to convert this to e-sim. The thing is, I have a self-serve account that I topped up good for the next few months. I live in Princeton and nobody knows what to do.Questions:Should I buy an e-sim voucher that is same as my current prepaid plan? If so, will I be able to adjust my plan in the future or should I buy another voucher? Will I retain the same number that I am using? Will my self-serve account and load carry over to my new eSIM? Where can I ask for help? The nearest one I can go to is Penticton.  After buying a voucher, can I set it up on my own or should I call a Koodo agent? But they’re pretty unresponsive 😅 Do I have to remove the physical sim card first before I use the voucher?Koodo works for me so I don’t want to transfer to another telecom but their customer service is not that good.

I received and activated the Wireless Home Phone on 30-Dec-2023.  In the welcome “package” provided by the store, 28-Jan-2024 is listed as the billing cycle.On the Self Serve page, I am still getting the following message: "This information is unavailable right now. Please refresh the page. If it's still unavailable, go to koodo.com/chat to schedule a callback."On the Bill Overview page, a similar message, "We are working on your latest bill. Please check back later".When should I expect the first bill (and future bills) to show up on the Self Serve page?  As of now, we are already on 23-Jan-2024.

I am new to Koodos and I need help on this. 

Hi,I have terminated my contract with Koodo in December and I have some balance due to be refunded. Unfortunately, I left Canada (that's the reason I closed my Koodo account) and it seems a cheque has been sent to my old Canadian address because I didn’t use the pre-authorized payment...  I tried talking with Koodo assist but they only provide a call back, which obviously isn't possible internationaly. And I didn’t find any email to talk to the client service. I still have my Canadian bank account.Is there anyone who know how I can get a refund?Thanks!

Hello,I currently have 2 accounts with Koodo, 1 monthly and one prepaid. My prepaid account has an Ontario number and the monthly account holds 2 Quebec number. I would like to transfer my prepaid number to my monthly account (and only deal with 1 invoice per month).I was wondering if a Quebec account can have an Ontario number associated with it? (example: I would have 2 numbers with 819 area codes (QC) and 1 number with a 613 area code (ON) on the same account). Thank you kindly,

I am travelling in the US and I have the plan that allows free Canada wide calling.. If someone calls me from Canada will I be charged for a long distance call? In other words, are incoming calls from Canada charged while I am in the US?

recently, i switched from kudoo postpaid to prepaid in kudoo. now i cannot call it says 7b1 network is not activated. i cannot call but i recieve call its says private number. plz help 

Hello, I have experienced this issue for a week, unable to access and manage my stuff 😞Can the rep reset my self serve file or fixing something ?  Thanks. 

I am trying to log my request for a reversal of an easy roam charge i got last night Dec 31, 2023  while attending a wedding in Sarnia Ontario. I did not leave the country but was close to the border.  

I was told my bill would be 98 a month not 178. In my bill you are hiding charges from me. It is only showing a 98 and 13 dollar charge. What’s the hidden 67 dollar fee? Also the 13 dollar charge was also not told to me either. I am very disappointed in Koodo already. Also how do you cancel your plan with them and get your money back? I am very put off by the misleading bill and hidden fees. 

I have paid my koodo bill but my account is still frozen why is that.

Hello, I was hoping someone could help me with the following issue. I am not receiving any incoming calls or voicemails, despite callers notifying me (via e-mail) that they have tried to call and been re-directed straight to voicemail. My phone gives me no notification of any incoming/missed call or left voicemail despite full network bands. I have an Iphone 12 mini which is updated to the latest iOS (so I suspect this is unrelated to the recent MMS compatibility message which was sent out). My husband is having the same issue with his Android phone on the Koodo network. For reference we recently moved from the US so our phones are purchased from outside Canada. Not sure how to proceed, as we are missing out on important calls. Would appreciate any advice on how to fix this! Thanks in advance.