Managing your Services

My account number is **98 and I switched to another carrier during the Christmas 2023, why I haven’t received my refund for the overpaid amount?  Thanks,Yang

I just landed in Canada after visiting the US, where I used an eSIM from another company.  I turned off the eSIM when I landed and turned on the Koodo network.  My iPhone 15 Plus went into SOS and has stayed there – even after shutting off and rebooting the phone at least 5 times, resetting the network twice, and taking out the Koodo SIM card for 3 minutes and reinserting it, then restarting the phone, all suggestions I found online.  Nothing has taken my iPhone out of SOS.  Any ideas what to do?

I have read the How Do I on roaming but I want to be sure that I will never get charged when I am near the US border or when I am visiting the US.  Is doing the following good enough to never be charged for roaming.Turn  roaming data off but cell data can be left on. Set network to manual and choose KoodoIf I just set my network to manual and choose Koodo would this be good enough because it would never connect to another network?

I’m thinking of trying Koodo Home Internet (with the 30 days’ trial.)Please tell me your experiences.  Are you satisfied with the download speed? Are you satisfied with the WiFi coverage? Do you see the benefits of WiFi 6? Have you had outages? Anything else you can think of?Specific questions:I’m currently billed for Koodo phone service. Will internet service be billed separately?The “Legal Stuff” says “Costs associated with the return of equipment are the responsibility of the customer.”  Is this true?Thanks

Hello,I currently have two lines with TELUS, and  I’m looking to move my secondary line to Koodo on the $15 starter plan.The question is, I currently have my primary line on a physical SIM and my secondary line on an eSIM. If I open a starter plan online, how do I get it on an eSIM, as I don’t have an available SIM slot? The online portal is forcing me to get a physical SIM, and it says to go in-store to pick up an eSIM. However, I can’t find any instructions on the activation process.I appreciate any help anyone can provide!

i keep getting calls from a representative claming there from telus by these numbers +18333903721 i tried looking them up and see ppl saying there scamers they knew my first name and called about me changeing my plan i told them im not intrested but they keep calling me monthly it seems, i gave them no info other than my first name should i take ferther aciton is there anyway to alert koodo or telus there parent company that someone is trying to attempt to impersonate me?

I’m upset that I set-up pre-authorization on my credit card, it worked fine until November….although it shows on my card that it was charged when I received my December bill I was shocked to see I had a previous balance and a late charge...thinking it was just a payment timing and application error - I paid the current balance with the same credit card that was used when I set-up the pre-authorized payment. January comes - same thing previous balance carry forward plus new charges that didn’t get applied to the pre-authorized payment that I set up.  Now February I pay the balances with the same credit card that I used for preauthorized payment, but this  time I re-set up the pre-authorized payment with the exact same card and this time the remaining balance came out with the preauthorized payment.  Why is the pre-authorized payment not working consistentlythis is the whole point of pre-authorized payments......it’s not that my card is declining, because I can get notified by text when

How do I change my plan from Premium to Basic?

All of a sudden it says that I owe $570, I have switched providers and I was told that I would only have to pay my tab balance which was a little over $100 dollars???? Why is there no one you can talk to at Koodo????

Hello, I’m not receiving text messages abroad. Both from my bank (2FA) or my friends I’ve asked to text me to test. I have international data roaming and international voice roaming set to on in my add-ons but not easy roaming as I’ve had bad experiences getting charged.I’ve restarted my phone a few times already. What is wrong?!

I am looking to switch my phone plan to a new provider. That said, I currently have my partner under my account wh does not want to leave. If I were to switch providers, will her plan automatically cancel as well?

I switched to Koodo on Sat and have not been able to get text message to work.  I looked at all the posts in this forum related to this topic, and I used the Koodo Assist and asked for call back.  I tried the call back 5 times and was never called back. I’m ready to switch to another carrier.  This is such a bad experience.

I plan to buy a Oneplus 12 but not sure if I can use it with Koodo.  Anyone Koodo users has a Oneplus 12?Thanks 

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!