Managing your Services

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!

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.

I am trying to purchase a new phone and have been unable to update my billing address on Koodo self serve. When I go to my Koodo self serve profile to make the change it says the change was successful and to wait a few minutes for it to take effect but it never changes to the new address. This has been a reoccurring issue for the last several days

Why can't I bill directly to my phone bill with Google Play Store? I could with every other provider I've ever had.

HelloI have a Koodo number that I have been using for my business. My business has grown to the point that I now need a business phone line and a personal line. What I want to do is port my koodo line to the new business provider, and be assigned a new line. I have a few questionsShould i request a new phone number from Koodo first, then port the old number to the new provider? Do i need a new sim card to use that new number How long does it take on avg to get a new simAnything else to consider?ThanksRebecca

Can someone advise on how to control devices connected on my Koodo Internet WiFi? i.e. disconnect any devices from guest WiFi, active or inactive.  Thanks! 

I live in the Lower Mainland. I have elderly parents who live in the Interior.  Is it possible to add a second line with a local number for the town they live in?I am thinking of getting a simple unlocked phone designed for the elderly and adding a sim card for their area to my account.  They do not require internet access or any bells and whistles.  It just confuses them.  They need big buttons and loud volumes.

I need Koodo’s email 

I am going to the island of Curacoa for 6 weeks.  Can I use my Koodo service there?  How much will it cost me in roaming.  Would mainly be texting and using google maps

I cannot log into my self serve.  I keep getting the ice cream page saying try again.  I've tried on 3 separate devices and its been like 2 weeks.   whats happening?

I have a Samsung Galaxy 5 phone. I entered the PUK and they xixnt work. Koodo is telling I must go t Samsung to get it unlocked.Samsung says they dont unlock phones. I dont know what to do. Can anyone help me

May I please have a Koodo Billing rep reach out to me privately? My current invoice has two different amount due totals for the same billing month. @Koodo 

I am a traveller and I don't have a Canadian bank account. How do I pay my bill online? And why Koodo doesn’t offer in-store payment? So stores are just for selling products?