Managing your Services

I would like to take the time to thank Javier for his customer support involving a connection fee charge that was waived by the store as part of a Koodo boxing day promotion but ended up being put on my first Bill. Without Javiers help patience and time I think I would likely have cancelled my new Koodo account.With my 30 odd years with Telus as a landline and internet customer along with Optik TV I felt somewhat neglected as a long time customer. Javier was able to fix it all and restored my faith in Telus as a long time customer.The only thing that I have cannot be resolved as it is apparently company policy to not provide wifi calling unless your Samsung phone is a Canadian model number despite the US model being able to support it and connect to the network. My US model Samsung galaxy Note 20 Ultra phone is supported by Telus  for both voice Data and internet so I am at a loss to understand why its company policy to lock out the wifi calling just because its an unl

I transferred from Telus to Koodo  in Oct/23.  The phone agent told me the $60 connection fee per phone line (=$120) would be charged on the first bill, but it would be refunded later.  He said I should be patient since it may take two or three billing periods before it was refunded.  My Feb/24 bill is now online (fifth billing period) and the refund has not yet occurred.When should I expect the connection fee refund?  How have you folks contacted Koodo to complain?

I have the Unlimited Long Distance Pack and the countries included  are: United States, China, Hong Kong, India, Mexico, Bangladesh, United Kingdom, Argentina, Australia, Brazil, Costa Rica, Colombia, France, Germany, Japan, Korea, Ireland, Italy, Malaysia, Netherlands, Nigeria, Pakistan, Peru, Philippines, Poland, Singapore, Sri Lanka, and Taiwan. Is Puerto Rico considered  part of the USA?  It is area codes 809 and 787 in the North American Number plan. The Pay per Use list does not include Puerto Rico as a countryhttps://www.koodomobile.com/en/payperuse However if you look at https://www.koodomobile.com/en/help/long-distance-callingThe rate is listed as 2.75 per minute for Puert

HIThe phone plugged into the hub has an answering machine on it and she can see it as well as hear messages being left.The hub answers before her machine can.How can I change the hub to answer after 60 seconds?  I want the hub as a backup but need time to answer the phone.

Hi! I want to open an account for my boyfriend because he doesn’t have a credit card. Is there a way I can open the account and put it under his name? Because if he calls people, I don’t want my name to be showing on the other people’s phone. Thanks! 😊

I got long distance charge after I cancelled Koodo, I was with Fido and I had Long distance plan with them as well, however, Koodo still charge me for that. I try to calling Koodo but the  customer services couldn’t connect me to a rep, I look everywhere I can’t seem get a help from Koodo.

if I remove my sim card and use a US one while travelling there, I won't incur any charges with Koodo, will I?

Going through the set up process to try the internet service; its found the building but doesnt recognize theres a Unit A and Unit B.

I have canceled my koodo service in November and i have not got my cheque for credit 

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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 ?!