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Managing your Services

The place to ask all of your Koodo related questions

3921 Topics

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VandershayBeginner

asked in Other

Number transfer problem

I transferred my cell phone number from Telus to Koodoo on a Samsung. You can call the correct # on my Samsung and you can text me at that number. BUT, when I text back it is the original # that came with the service, not the transferred number. This is causing great confusion, because people can not phone me at that number, nor do they know who texts them back.Help!I’d prefer to talk to someone online or know when I can call someone as I get terrible cell phone reception in my house or in a lot of places in my yard. Thanks, Jennifer

801

1 year ago

AliRayeBeginner

asked in Billing & Payments

roaming disabled on phone yet charged 2 days of easy roam

I was charged $28 for two days use of easy roam even though my phone has roaming disabled. Further to this, I got a text from koodoo a couple of months ago alerting me to a change made on my account that allowed extra charges to be incurred. I did not make or authorize that change. I am the sole user of this account. I’ve finally worked out today where I needed to go to change that setting back (I’d looked when I first got the notification but couldn’t find it) so you can no longer charge me for easy roam but I’m extremely disappointed it was turned on without my authority in the first place. Reviewing previous responses in this forum, it looks like you’re charging me $28 for text messages. Please advise the cost of actually sending these texts without easy roam which I didn’t sign up for. How can someone even send text messages when data roaming is turned off???

751

1 year ago

TyPhoneBeginner

asked in Plans & Add-ons

Will I lose my bill credits if I change my plan?

Hey all! Yesterday I ordered a new phone, and the phone I chose came with a $375 bill credit ($25 over 15 months). I had to select a new plan as well and chose the $65 5G plan. Today when I logged in, there is a banner saying I can switch to the same plan for $60. Obviously I would love to pay $5 less for the same plan, but I’m worried I’d lose my bill credit. But it did seem that the bill credit was a perk of the new phone, not the plan. Anyone know if the bill credit will be lost if i change my plan (either now or in the future)?

4392

1 year ago

Jennyesr.gerBeginner

asked in Billing & Payments

Receive refund

I recently cancelled my monthly Koodo plan and I am supposed to get some of my money back. My balance/ bill shows -$18,84 but when I enter my payment information the transaction never goes through. Why is that?

651

1 year ago

Pigteam1Organizer

asked in Billing & Payments

How can i check the Tab balance.

On my account, it show $0 balance.And i have data plan only. so how can i set up the call back function?I can not receive phone call on my number. Thank you.

2312

1 year ago

temejrblbmBeginner

asked in Plans & Add-ons

"$55 40GB UL Canada-US Min QC SFD (4G Speed)" plan"

I just signed up for this plan as a snowbird. I have a 5G phone and most carriers in the US are 5G. As this plan is 4G, will that cause me any problems with calling or texting while in the USA?

4894

1 year ago

LorettiBeginner

asked in Billing & Payments

International Roaming

I'm traveling in Brazil for a while, and as far as I know, Koodo doesn't charge for international incoming SMS, such as SMS coming from Canada. I made sure to disable data and roaming, but I am still being charged daily fees for international roaming, each time I get an SMS.

471

1 year ago

IntrinizBeginner

asked in Billing & Payments

Billing issues

So I was signed up for pre-authorized payments from my bank account. Over the past few months, these payments came out at totally random times of the month. One was June 30th, the next was August 2nd, and then the third was August 30th. There's is no way of knowing when these payments will come out, and because I had two come out in August I ended up not having enough money in my account, and therefore the payment bounced. This landed me with a $40 NSF fee from my bank, and a late fee from Koodo. I scheduled a callback so I could ask why these payments come out so randomly, and also ask if Koodo was going to charge me their own NSF fee. The first callback I scheduled just never happened. No one called me, and there's no other way to get ahold of someone. So I scheduled another callback, and this time got ahold of a rep. This rep told me that the system just randomly chooses when to take payments. I asked him how that's fair to customers, and how they were supposed to plan their money i

3443

1 year ago

TMack88Beginner

asked in Billing & Payments

Billing Details not loading

I’m posting a screenshot of a message that pops up every time I hit billing details for my account. I got a text telling me my bill is ready to go (my first bill) but can’t access my bill details. Weird thing is I also have my mothers account attached to my self serve before I even got my account. (That’s a whole other weird issue I’m having) but I can see the billing details for her account but when I try to load my account bill this is the message I get. (See photo) does anyone know what this means. Is it an issue on my end?

3353

1 year ago

paimonAdvisor

asked in Other

How do I activate a sim card?

I bought 4 lines with the plan “$39 20GB UL Can Min SFD (4G Speed) Price per month: $39.00”and one of the sims I recived in the mail doesn’t actually work it is “8912230000552111643” is it possible to have a random number assigned to this sim or do I need to go into a store to get the line that should already be active to actually work?

am.1992Beginner

I have 8gb in my phone settings it says I've only used 4.3 gb and it sends me a text that I used it all? I paid my phone bill now it should reset right? I need my data for my roadtrip and navigation.

481

1 year ago

JWongBeginner

asked in Billing & Payments

Dispute for Roaming

Here to complain that I am unsatisfied with Koodo’s customer service as I had called to dispute a roaming charge that I did not use. They proceeded to let me know that they see on their end 1 MB of usage which can due to background data leakage or anything unrelated to me. My roaming is off and they proceed to negotiate $1 credit from the $16 roaming charge. They refuse to refund me the charge when I have explicitly explained that I did not use it and my data roaming is off for my phone. I am disappointed that there was no one else she could direct me to dispute this rather but to take the minimal credit they kindly offered. This has happened to me from other service providers and they would immediately take off the charge as it is understandable. I would recommend everyone to not use Koodo as I am now force to pay for data that I did not use.

981

1 year ago

DavidOrganizer

asked in Billing & Payments

trading in iphone with tab bonus

Hi, I got an iPhone 13 last Black Friday (~10 months ago) with a tab of $20 a month and tab bonus of $25 a month. I’m looking to continue Koodo service until at least the 2 year period (November 2024)if I pay off the tab balance now, can i trade in the phone to the Apple Store? While still having the tab bonus being paid off by Koodo over the next year and a bit

1284

1 year ago

dffdl3Beginner

asked in Billing & Payments

Koodo can't find my address

Hi all,I’ve tried searching the forum but can’t find a post that relates to my situation exactly.I’m trying to update my billing info and my current address can’t be found. Searching by postcode or street yields no result. This is not a new street - the street is old and is located in an old town. There are 6 houses on this street and none of them are searchable. It’s like the street doesn’t exist. I am not making any typos! Any help? Thanks

NattiasBeginner

I’m wanting to purchase an iPhone 15 but I am wondering if I should wait until black Friday. I know there's lots of different deals on Black Friday but I’m wondering if anyone thinks there will be any deals on the iPhone 15 Plus, or if I should buy it before then.

2871

1 year ago

Tao ZhuBeginner

asked in Billing & Payments

connection charge

When I opened my account, I was told that there was no connection charge, but unfortunately, I saw this charge in my bill. I also saw on the Internet that your online application does not have this fee, so why should I apply in the store? Please refund this connection charge to my account immediately.

501

1 year ago

cyclone-3meBeginner

asked in Self Serve

Cancel the current plans

I’m currently cutting the budget for my network service. I need to cancel my plan for Koodo right now. Does anyone know that there is a way to reach the custom service and tell them to terminate my plan?

1071

1 year ago

Dawit GulumaConnector

asked in Self Serve

getting my old phone number

I would like appreciate if get my old phone number back? which was 4038667695

1656

1 year ago

ESO hornyBeginner

asked in Other

disabling text alerts for voice mail messages

Hello Koodo group. According to Apple I have to turn off these alerts from my service provider. Can one of you fine folks please give me direction on this? Thank you edit...Iphone 14

732

1 year ago

paimonAdvisor

asked in Other

Is it possible to avoid multiple credit checks?

This offer from koodo “$39.00per month 20 GB 4G speed” is significantly better and cheaper then the offers I was able to get from telus while part of the enterprise partner program. I didn’t have koodo account so I just provided the same information 4 times to open up 4 lines immediately.Is it possible to avoid getting 4 credit checks?

1423

1 year ago

naragamBeginner

asked in Billing & Payments

Black friday bill credits after plan change?

So I had the $65 50GB UL Can min SFD (4G Speed) $65.00 plan from Black Friday that came with a 24 month $20 credit, and in my finite wisdom, decided to change to the $65 75GB (5G speed) plan without checking with anyone if my credits would fall off, and now I can’t seem to figure it out where to check on my self service.The Facebook chat doesn’t seem to be responding today either.Would anyone know if my credits will fall off? And if so, any way to have my plan reverted or credits reinstated?

3867

1 year ago

Iain LockhartBeginner

asked in Self Serve

Just got back home - Network data not working

Two weeks ago, I returned to Canada after being abroad for 4 months. During this time, I used prepaid SIM cards for mobile service on my iPhone 13. After getting home, I put in the original Koodo SIM card, and it half-works. Normal texting and calling work fine. Even stranger, the top of my phone interface still reads ‘Koodo - LTE/3G’ with the bar reliably showing weaker/stronger connections depending on my location. Visually, nothing would imply that I wouldn’t be getting service. Yet whenever I switch off Wifi or try to use data outside, nothing connects. Search engines like Google, social media apps, everything: nothing works. I’ve looked through my settings a dozen times and it all seems to be in order. It recognises Koodo as my carrier, I’ve got roaming data turned on, and my APN settings seem to be filled in as suggested (just the APN at sp.koodo.com, user/password fields blank). I even reset my phone’s network settings to no avail. I’m lost on how to remedy the issue, since th

1883

1 year ago

RoxydangerBeginner

asked in Plans & Add-ons

upgraded to half speed internet, wtf?

I just upped my gigs and now internet lags and my streaming shows buffer. UGH!! Has anyone else gone from the 4gig for 45/mnth to the 40gigs andexperienced really spotty connection when using 5g? I have my own phone and no tab left (woohoo!!) if that matters at all

543

1 year ago

Sue MeggsBeginner

asked in Self Serve

Can't log into Self Serve

I cannot log into self serve. It says: "You've exceeded the maximum number of unsuccessful attempts and your online access to Self Serve has now been locked. To prevent unauthorized account access, we limit the number of login attempts. To regain access, please try again in one hour." I have tried again and again after waiting more than an hour.What next?

2195

1 year ago

landoozunaBeginner

asked in Plans & Add-ons

They scam people

I used prepaid chatr, and at the Filipino party in Calgary in Canada there was a Koodo provider and they told me that if I switched with them they would give me 40GB and unlimited international minutes, I just received my bill for more than 300 CAD

762

1 year ago

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