Managing your Services

I started a Stream+ Basic subscription on April 14th, and wanted to upgrade to the premium plan before even activating it. I just spoke with the customer service that told me: 1) I would have to cancel my basic subscription and start from scratch a new subscription; 2) A proportional credit/refund would be added to my account. I hung up the phone and cancelled the basic plan, but to my surprise I got the message that my subscription will be active until May 14th... So I tried to create a new subscription to see if the credit would transfer to the new plan, but the website gave me an error message - says I already have an active subscription.... This is painful... I just wanted to upgrade the plan. How can this be done? Thanks

I called International call on Apr 19 without Internaional LD add on.  If I buy the 1000 mins international LD add on today (Apr 24).  Can this cover the Apr 19 called usage?  Thanks

Long time Koodo customer.  Happy with the service.  Recently offered a much improved plan from Telus as part of an employee purchase program.  Unlimited Data ( throttled after 50 GB ) for $45/mo on a bring your own device program.Because of long satisfactory relationship with Koodo, I want to see if they were prepared to offer any changes to my existing plan to induce me not to switch.  Unfortunately I cannot find any way to discuss this with a live human being.Do I just assume that conversation won’t happen and proceed to switch to Telus, or is there some way to talk with a live Customer Service person? 

Hello My netflix account i have been paying through koodo it was recently hacked and the email was changed and to get it back i need the 6 digit service number from koodo but cant for the life of my find it 

Hi there, Is anyone else having issues changing their plan through self serve? I’ve been trying all weekend at different hours and I keep getting the ice cream error. Thanks!

Hello everyone,I am experiencing an issue with Koodo where I am not receiving any messages from overseas, including SMS from real people or bank codes(MFA). I have spoken with the senders, and they have confirmed that they have sent the messages to me, but I have not received them. Restarting the phone does not resolve the issue. Is there a solution to this problem? 

I’ve been trying to make calls from abroad and I keep getting the message « call ended » as soon as I dial anywhere, even in the US. I even tried to reach my voice mail, but nothing works! Usually I’m in Canada, but currently in the US for travel. My spouse’s phone does work and we both have the same Koodo service with roaming on. It’s quite frustrating considering the roaming charges and can only use cellular data internet… can anyone help getting out of this situation? Thanks in advance. 

I have seen the offers for Internet Service from Koodo, and I am tempted to move away from my current provider …. but what do folks use for TV services.  Are you forced to go back the Bell or Rogers?  I have anApple TV device, does that work with Koodo?

I have subscibed to Amazon+, Disney+ and Netflix through Koodo. When I try to activate my subscription to Amazon+, I get the error "You already have an active Prime membership on this account. Existing Prime members are ineligible for this offer”.  When I go to Prime to de-activate my Prime subscription, it also won't let me deactivate it because it says I'm subscibed through a Koodo package”. This is a vicious circle, so how do I go about this.

Not debugging kernel after hard reset, should I be concerned?? 

Hello,On my latest bill, there was an extra charge for device care complete that made the bill more than what it had been for the past year. I cancelled the device care, but it made me wonder when and why it was added, or if I had device care all along but it’s now a more expensive charge. I downloaded all of my previous bills, but in their .pdf form they don’t break down individual charges.Is there any way to verify how long I’ve had an add-on for?

I need help on how to get my account number that's associated with my mobile number 

Do I have to change my and my husband’s phone number if I switch from Virgin Mobility to Koodo?

We have two phones with easy roam turned to on on both phones under one account. If we are both using our phone is the $14.99 charge per phone or per account? We are going to the States for a few days.

I am so frustrated and beginning to regret porting over …. So far I have had to wait for 4 callbacks in addition 2 agents have said they would followup …. I have to say once I am speaking with an Agent they have been fantastic BUT it’s getting to someone that is FRUSTRATING …. I USE self serve whenever I can and avoid BOT’s  they aren’t helpful only annoying - when I start a chat I want it be with a person and waiting 3 hours for a callback is ridiculous!!!!I was on with loyalty last weekend and we weren’t finished when call dropped (due to switch/port - I assume) … I was left a voicemail as I could not get service and indication was he would follow up ….nothing!  Next day had to schedule a callback …. it went thru but unfortunately she wasn’t able to see notes on loyalty end - nor was the person online - so she sent him a message to call and she said she would follow up - NOTHING …. got my bill and it is NOT as promised and scheduled another callback … 3 hours later I answer

Someone please help, I ordered home internet, have decided against installing it. Have not have an installer to activate outside. Received my modem and cannot cancel in self serve because it doesn’t show anywhere under subscriptions to cancel 

Hi, I am thinking of getting a new phone since my old one is getting to the point where it’s not functioning really that well anymore. I have a micro SIM card with my phone number on it, and I’ve read that the majority of new phones use nano SIM cards. My question is if I order a new phone from the Koodo online shop, will I have to change my phone number to upgrade to a nano SIM card? Thank you.

I have no tab and I want to use my phone far less going forward, but I am not able to select something cheaper. Why?

Hey - I want to find the serial number of a phone I don’t have anymore. I bought it in 2016. Anyone know if Koodo will be able to send me the old invoice? Thx!

Is there an outage map? My home internet suddenly stopped working. I restarted the router/modem and I’m getting the red light indicating no internet. 

I recently tried to change my pre-authorized payment to a new credit card with no luckI’m getting the following error for 3 credit cards I’ve tried to add as pre-authorized payment. All 3 of them work for payment on other services. Address and Name  are  fully matching. “It looks like that didn't work.There's a problem with the credit card information you've provided. Please try again or use a different card.”I tried calling and doing it over the phone with response:“the credit card you entered  is not accepted by Koodo”I then schedule a callback , agent again prompt me to enter the details through automated service and he mentioned it did not work. He gave me a number to call back (855-325-6636) , but it was the same menu as from *611  and tried it again and did not work.. At this point is beyond frustrating.Please advice! 

For some days now, anytime I want to verify something, it says sent to my phone number but i never receive the number. My phone number is correct. so what is really happening?

Hi! I called to cancel my second line but your rep decided to cancel my account and my main Sim. Now I have no phone. My Mom passed away 2 weeks ago. I have calls and texts I am doing to deal with her estate and services. Now my account is cancelled, I can’t call or receive texts. I am also supposed to receive a call about jobs as I have been applying and unemployed for 4 months and now am I able to get my number back even!!!!????So I had to reactivate a voip line and pay for texting just so I can get even a call back from a rep because you can’t even call you directly anymore!!! AND I have to wait over an hour for that call back even. I am livid and distraught! 

I’m trying to choose a perk but only have the first two options and I would like the unlimited data 

How do you switch from a prepaid monthly phone to an automatic payment out of a banking account