Managing your Services

I just signed up to a 5G plan. The upload speed is throttled to such a degree where it is not usable for video calls.  I am getting around 100-150mbps download on 5g in my home area, and less than 10mbps (6-10) up. On LTE, I get 80-100 mpbs, and a similar upload rate.Testing in other 5G areas around the city, I have gotten 250mbps down and 50mbps up.  If 50mbps is the upload limit, there is no reason why I should not be able to achieve similar upload speeds when I can achieve over 50mbps download (in my case, 100-150 mbps as I stated above).There is no mention that upload speeds would be throttled at all on any of the plan information pages.  And now to find out that the upload is throttled, and to such a degree where I cannot use the service, is unacceptable. I ask that the upload rate limit is increased.   

I have had Stream + for quite a while now, however yesterday I got a message from Apple saying my Apple TV subscription through Koodo Stream is ending, and I will be charged the monthly cost of Apple TV unless I cancel before the billing date.  From Koodo’s website it appears Apple TV is still part of the stream + service, so I have no idea how to fix this.  Anyone know? Thanks

The information provided under the question: "Why am I not receiving my scheduled callback?" is simply not true.I don't have any customer care number blocked in my list or No "Call control " enabled.Then why are you still unable to call me or I'm not receiving any calls from the Koodo Customer care even after so many requests for a call?

If you are reading this because you received a phone call from a Kodoo telemarketer offering you shared data if you amalgamate your account with another family member’s - don’t activate the new SIM cards you get sent! I made that mistake and it cost me half a day of my life to fix the mess.BACK STORY: I received a call from Kodoo and was offered 60Gb of shared data for $65 a month if I moved my wife and mother-in-law over to my account - they were both under my wife’s account. I was also offered a $20 a month bill credit for two years. I said yes to the offer and a couple of weeks later received two new SIM cards in the mail. When I activated the SIM cards I checked my account online and discovered that we weren’t sharing data, all three of us had 60Gb of data. The kick in the pants was that prior to moving wife and mother-in-law over to my account they were paying $45 for 60Gb and $34 for 20Gb respectively. After moving them to my account they were both paying $65 a month. 

I'm trying to activate my streaming service for Discovery+ and it puts me in a login loop. From my Koodo account i go to watch Discovery+ and it loops me back to Koodo. This is what it says (Your Koodo deal has already been activated. Please login to access your account.) i try to log in but it tells me (Email or password entered incorrectly. Please try again). I go to forgot password and then it says request an e-mail to reset. I submit e-mail request, No e-mail forthcoming.  I’ve tried on various browsers and devices including smart tv, iPhones, iPads, Apple TV and Android box to no avail.

Dear Koodo Customer Service,I have recently ordered a Koodo SIM card online, and my order number is HFO3***. I saw that the package status is shipped, but I did not receive a Canada Post tracking number. How can I know when my SIM card will arrive?Another question I have is how to transfer my current Fido number to Koodo. I watched the video on your website, and one of the steps is to register a Self Serve account. But when I tried to register, it asked me for a Koodo phone number, which I do not have yet. How can I register for Self Serve and transfer my number? I received an email with my Koodo account number and a phone number starting with 905. Is that the number I should use to register?I appreciate your help and prompt reply.

I recently switched to Koodo phone plan for just a week but then I found a better phone plan deal elsewhere so I have cancelled my Koodo account. However, I just saw my Koodo bill and they are charging me for an entire month even though I only used it for a week. Do I still have to pay for the entire month or will they give me back my money in the next billing period?

My husband signed up for Koodo on black Friday. It took so long (5 days) to get his email that he missed out on the plan deals. He called and they said they couldn't apply it now. Being that you can change your plan once per cycle, does his sign up count, or can he still change his plan within this billing period?

I purchased a BYOD Data plan and am expecting delivery of a SIM card.  I received the email that  said "My order is on its way" but there is no tracking info in the email.  The email shows Order number: HFO36783317 which is a hyper-link to UPS.  But the email says the package is "via CANPOST REGULAR MAlL".The order date was Nov 23 and shipped on Nov 25.  It is now Nov 30.I would like to know the tracking number.  

Last year I got the $65/mth 50 gig plan with a $20.00 credit for BF.  Last week I saw that Koodo was offering a $70.00/mth plan with 120 gig plan so I switched because for my needs it was a good deal. Today Koodo is offering the same plan for $65.00. I switched to that this morning without thinking if I was still eligible to keep the $20.00 BF credit. Can someone tell me if I still have it or not?

I moved to Alberta from Ontario in 2022.I am still being charged the 13% Ontario GST instead of the reduced Alberta 5%. I  updated my billing information upon moving yet the charge did not update. Can my account be credited for the amount of Tax that was overcharged by Koodo? 

I’m trying to add a 6th line to my account, but I’m having a lot of issues with the kodoo website and would prefer to save the fee of calling an agent.I get logged into my self serve easy enough, but when I click the shop drop down, and try to select either plans or bring your own phone it loads the page but immediately loads a pop up over top asking me which line I’d like to get an upgraded phone with:  (names and numbers edited out)I don’t have the option to close the pop up, or click outside it to get back to the plan or bring your own phone page, all I can do is select one one of my lines, I am unable to add another bring your own phone line like I’m trying too.Any advice?

I just signed up for Koodo internet and my start date is next week. I got my order confirmation and there's no info about whether a tech needs to visit or not. Does that mean no visit is required? 

HiI have the plan below.While I am in the United States, can I…Text a Canadian number for free? Text a US number for free?ThanksEric 

Hello, Had a quick question for everyone. I was looking at the cellular towers in near Haliburton. I was looking here and I noticed that there are no Telus towers in that area. I find this odd because I get great reception in that area and my phone never “roams”. Does Telus piggyback off other carriers? Can someone explain how this can be? Rogers cannot offer LTE internet to my location but Bell can. Unfortunately, the Bell tower has been full for years and will continue to be so for some time. I was thinking a decent Koodo/Telus plan could do the trick and I would stick it into a phone with hotspot or an LTE router. If I want to go the latter route, I want to figure out what towers it would be using. Thanks!

The website doesn’t mention if calling cellphones in the participating countries are included in the Unlimited Long Distance Pack. Usually, calling cellphones comes with an extra charge in other companies. Is this the same with this perk? Or are both landlines and cellphones included?Many thanks in advance!

Has anyone used Koodo's Easy Roam in the Azores. The Azores are part of Portugal, however Koodo's Easy Roam country chart does not specifically indicate the Azores as part of Easy Roam. Anyone who can assist, greatly appreciated. I am still waiting clarfication from Koodo on this matter.

Hello. I am so confused with all the options and technicalities. It is like solving a puzzle trying to change your plans. I didn't realize I could keep my $20 per month discount if I changed rate plan to one with the same cost as my current one. I chose a cheaper plan ($45/month) when I could have picked the Can-US $65 per month plan at the same price with discount. Mod is there anyway you can assist me with making that switch please. I would have chosen that if I had known the “trick”  about picking a plan with the same cost to keep the discount. Any help is appreciated.  

We have some friends and family that are also using call control directly through the TELUS Mobility provider. The TELUS Mobility call control feature includes a “Voicemail Redirect” toggle in the preferences section where it gives the users the option to allow incoming callers who failed the screening prompt to leave a voicemail instead of denying callers completely. Also, the TELUS Mobility call control provides their users the option to add more than the standard 10-digit numbers for acceptance list (such as international callers). Are there any options for this with Koodo?

trying to change my plan to the 45$ for 60 Gigs 5G plan and the long distance perk . Can someone help so I can change to start it right away?

Just upgraded my phone and my wife’s to the Pixel 7 and upgraded our plans to 5G. However, my phone doesn’t appear to connect to the 5G network. At one point my wife’s phone and mine were right next to each other, with hers getting 5G and mine staying on LTE. As far as I can tell all the settings on the two phones are identical. I’m at a loss to figure out the difference.

Here are my add-ons:Easy Roam US - PayPerUse Access On → $0Easy Roam INTL- PayPerUse Access On → $0International Data Roaming → $0Pay-Per-Use Intl Long Distance → $0International Voice Roaming → $0I am confused since I got it for free on my add-on. Does it mean I can roam for free? I read about the Easy Roam and there is a daily charge for it then it uses your own plan with a cap but with my add-ons I am confused now.

Good afternoon,I am trying to find out if changing my plan to options I see online will result in any extra charges. Everything I read says they MAY or COULD, but I want a solid answer.I recently changed my plan a month ago and received a CPO phone along with my plan change with a Tab Bonus cost but no monthly tab charges.The plan change options I see online are cheaper than what I am paying now for the exact same features. I just want to make sure before going through with a plan changed that I won’t be hit with a huge charge.Thank you.

So I have been trying to communicate with Koodo Refer a Friend at the email koodomobile@support.sparkrefer.com for over 2 months.. All they keep saying is they are investigating and will contact me after.After 7 emails and 2 months of waiting  NOTHING is going on.I included the refer a friend email from my dad and still nothing from themI have a feeling they just dont care at all?Anybody else having this issue?im wondering with all of this bad customer service if this is worth staying here?

Hello, if I currently am on a plan that is $65 per month and has $20 in promotional credits per month, is the $20 per month promotional credit retained if I switch to a different $65/month plan? It looks like this is probably the case but I wanted to check to make sure.