Managing your Services

Subject:Message:Hello Koodo Community,I am reaching out for help regarding some issues I've encountered with my Koodo account. I've experienced difficulties that have not only caused inconvenience but also impacted my financial standing. Below is a summary of my situation: Account Issue: In late 2023, after initially leaving Koodo, I was approached with an offer to return, which I accepted. However, the promised SIM card and services were never delivered, despite multiple follow-ups. Billing Concern: Recently, I received a bill for services I never received, which has led to an unexpected charge on my account and adversely affected my credit score. Customer Service: I have tried to resolve these issues through customer service without success. My calls have either gone unanswered, or I've received incomplete information.

Hi i have a question if i do FaceTime call , does it show in the app who i called or the number?or how much time i was on a FaceTime call or not . i want to know what are the privacy terms of FaceTime usage in koodo app.

Hi, Does this include both Landline and mobile?    Are there number or area codes that not included?

My plan says this:100 GB of Shock-Free™ data roaming at 5G speeds and unlimited calling & texting within US and Canada Canada-US roaming with data, talk and textsMy question is. When I am in the states do I have to turn roaming on my phone on to make this work? Or will my data just work with roaming off while I'm down there?Thanks

Hello, I’m new internet subscription started today, installing the modem and getting online went smoothly, however I’m only getting less than half of the 1GB  ( around 400Mbps give or take ). My old service was faster than this and I only paid for 500mb with them.

I put my phone on seasonal hold in November and it turns out that the billing never stopped. There is no activity on my account because I replaced the sim card when I got here. I have been out of the country since November 7th.I got help with putting my account on seasonal hold by someone in the forum because Koodo had no means available to put an account on seasonal hold using the account management software options.How do I get these charges removed from my account?Thanks 

I live in Canada and I text and call the US daily, my bill has a line item called UL Long Distance Minutes (U.S.) $15.00.We’re about to travel to the US for 2 weeks - does this UL Long Distance Minutes (U.S.) $15.00 cover US calling while I’m in the US? And how does texting and data work when in the US?Wondering what my plan is actually covering when going to the US, does Easy Roam just take over regardless of one’s phone plan?

Hi all.I got the “something went wrong” error whenever I try to use my Visa card as my payment method.Note: I lost my Visa card I was using before and this card is a replacement cardAny ideas?

Hello,  I called customer care a few minutes ago, requesting to stop services on the 2 numbers tagged to my account, however, it looks like she has cancelled the service to my number as well!  This is ridiculous, can you please help me rectify this??????My name is Gauthami Srinivas, and my phone number is *** *** **35, I can't even call customer care as my number is out of service.  I wanted to cancel the below numbers - *** *** **35  & *** *** **92 And the agent has cancelled service on my number which is *** *** **35 Please do something! Please call me at *** *** **35, this is an alternate number where you can reach out to me!

I just signed up for the $20 off a $65 plan, making it $45 plus tax. The wording is frustrating me to the point I don’t know if the $45 will now be my fixed price, or it only lasts for a couple months then bumps up to $65. If it is not ongoing I will cancel. Any clarification would help.  Thank you. Koodo Internet     *Unlimited Internet Usage $65.0   *Includes Boost Wi-Fi 6 Router (rental) $0.00   *Includes Modem (rental) $0.00   *Includes Modem - Self-Install Kit (rental) $0.00   *Mobile & Home - $20 Off Koodo Internet (Ongoing)    -$20.00 Total Internet Regular Price (after all promotions expire)  $65.0  

Every time I sign in  I only get “This service is unavailable right now. Please refresh or try again in an hourI used 3 different computers and my phone and got the same message. I been trying for 8 days.I set up a call back for today January 23 at 7pm and nobody call meWhat going on with koodo service?

I was charged 3 times in the month of October for the exact same bill. I only noticed this now because I checked billing history. Does anyone have a clue why this may have happened??  

I currently have an online number from Open Phone. Is it possible to port it over?

Just got my koodo prepaid sim card on the mail, inserted the sim card on my phone.Phone number seems to be working, was able to call and get calls.Wanted to register with Koodo, but did not receive any security code …Tried several times, but I’m not getting any security code.I did get a text from Koodo 5249 about a device care service,and from 6400 Koodo bill … but not getting any security code from Koodo.Koodo assist chat is practically useless … so, bye bye Koodo?

Can I upgrade and have my tab balance and bonus balance waived please ?!

I’m planning to move out soon and I could not find any resources about changing your address and how it will affect your internet connection. Do I just need to connect my modem to another coax cable in the new apartment and update my address on Self Serve? Or do I need to cancel the plan, return the devices, and order a new plan + devices to the new address? The new address is still within the same province. 

I don't currently use Kudo. But I paid the bill for November. The email invoice said they would refund this amount. When will I get the refund?  Total Amount Due: -$31.67 If received by: December 19, 2023

Hello Koodo Community, I am thinking to change my plan and after login my account,  I can see “Tab plus $35/month”.  I was going to change this plan, however the message that “This product isn’t compatible with other items in your cart” comes up.  There is nothing in my cart. I would appreciate if someone could let me know what is going on. (My current plan is Unlimited Canada-wide minutes 30 GB of Shock-Free Data at 4G speed $35/month without Tab) Thank you! KT

Why the hell did Koodo shutoff my phone 4 days before my bill was due and the only way to talk to anyone is to “schedule a callback”

I am writing to share some challenges I've been facing with my Koodo service recently.Firstly, when attempting to change my plan through self-service,I'm only seeing more expensive options. It seems like there might be an issue with the available options, and I want this website works the way it used to be: showing cheaper options as well without the needs of talking to agent.  I do not want to be charged for the extra fee. Secondly, my data was unexpectedly cut off before the payment due date. This happened to my other friends as well who makes autopayment.I'm unsure why this happened and would like your assistance in resolving the matter and restoring my data service.Lastly, I've noticed network issues in Richmond, impacting my experience.Any insights or solutions you can provide would be appreciated.

When I selected my plan I had the option to choose between 4 perks one of which was rollover data now when I go to pick one it only shows 2.

Does the unlimited international long distance perk also include texting? It is unclear if my poan includes texting to the US or not. How do I find out?

I would like to switch my plan to a cheaper option but when I go on self-serve I'm only shown more expensive plans. How can I access cheaper plans? the one I am using now is $40 Unlimited Canada-wide minutes,50 GB of Shock-Free Data at 4G speed,Unlimited Canada-wide messaging. Self-serve only showing $45,50,60,65. I don’t have a tab.

I just signed up last month. My first and subsequent bill have a charge for PST. I live in Calgary and have a 587 area code. Why am I being charged this and how do I get this removed?Thanks,

Good day, I recently recieved my first bill and i was charged for connection fees when they were supposed to be waived.  Can a rep on here look into this please?