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3956 Topics
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DarBarConnector
asked in Billing & Payments
I was charged for 'roaming' but had roaming turned off

I turned off roaming before crossing the border into the USA - but was charged a roaming fee.  How do I have the charge reversed:

1046
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1 year ago
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banosrBeginner
asked in Billing & Payments
Pay with international card for boarding Student

I have 2 lines for my daughters that are studying in Montreal and I returned to Mexico. Now I am unable to pay the bill because my credit cards are international. I understand that I might be able to register my card but I am unable to find where or to schedule a call back since they can't call international phones.I have read of many costumers with similar problems and no one has been able to give a usable answer.Is there a way to talk or chat with a Koodo representative?

422
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1 year ago
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JerichoMunConnector
asked in Billing & Payments
Airtime charge but I never used it, and also there's nothing about airtime used on my billing

Hello, Koodo charged $179.92 under Airtime_V, but I see nothing about airtime through usage details. Can anybody explain why they chargedd it?

1679
Boa_Guy Koodo
1 year ago
BenJOman
BenJOmanBeginner
asked in Self Serve
Cannot Register to self-serve, can't schedula a call-back without it

When I tried to register my koodo prepaid self-serve account, it took really long to load and I eventually closed the page. Now when I try to register, it always says “cannot process your request at the moment”.Unfortuntely, since Koodo doesn’t offer a support number, and since you can’t schedule a call-back without being registered, I am trapped in an endless loop with the digital assistant and don’t know how to continue.Thanks for any help

1454
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1 year ago
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vincesilvConnector
asked in Plans & Add-ons
Unable to change plan because pick a perk keeps failing

I see that I have the option to change my plan to $60 with 5G and 60GB, but it always breaks when I have to select a perk. The perk that I am trying to get is Rollover data with that plan.

2246
Boa_Guy Koodo
1 year ago
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B.Johnston.136Rockstar
asked in Other
Port Elgin SOSS

What is going on.  This is the 3rd time in just over a week my phone is on SOS mode.  The 4th time in a month.  This is unacceptable.  And before anyone tells me to call Koodo Customer Service.  MY PHONE IS ON SOS.

1997
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1 year ago
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LsambhiOrganizer
asked in Billing & Payments
Charges even before recieving my Sim

I was charged from the day i signed up for my service, recommended to activate online to save $60.Aug 28 - applied for new accountSept 3 - received my first invoice from Aug 28 - Aug 31, and for SeptSept 6 - received my Sim and used the self serve to port my number, because i asked someone to call methey texted me to tell me someone would be calling, no one called so i couldn't correct the billing issue and now i cant find a number so i need to use the Forum#kodoo please correct this asap as i have 30 days to cancel and i will not port my huspand line here either, this is a terrible first experience and time consuming for your customers   

15511
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1 year ago
cass.bou
cass.bouBeginner
asked in Self Serve
Cant Sign up for Self Serve

I am ‘half registered’ for Koodo. I went to koodo in person to sign up and get a sin card.The issues is now I cant actually sign into the account that was half started. The email link sends me to a page that says “Service unavailable”, to try again in an hour or refresh the page. Either of those does nothing. Im still unable to do it.If I try to registered, it doesnt work because I have an account started.I’ve tried forgotten password and it tells me to follow the link in the initial email which sends me to ‘service unavailable’.  Im kind of in a loop.

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1 year ago
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Charlie's frustratedBeginner
asked in Billing & Payments
data overage

So I ran into an issue, my 4 yr old daughter figured out how to accept data charges. Not just 1 or 2 but an accumulation of over $500 /mo the for 2 months. The data notifications were being sent to my wife and daughters phone instead of my phone(account holder)I am the only authorized user. Infact the only notification s I received were ( " your data has been paused,you have reached 500$ in data charges"). After days and weeks of attempting to come to a resolution I get a call from Johnny from Telus on the 5th of July he understands my situation and we come to an agreement wherin a credit for 260$ would be given towards the 350$ pay per use data from June. My billing date is the 11th of every month. Less then a week after speaking with and negotiating a reasonable compromise for both parties I receive the bill for June. I was under the impression that I was negotiating for June but low and behold I was negotiating for the useage charges from May but get by another bill amounting to ove

1152
Mayumi
1 year ago
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ColtCedarBeginner
asked in Other
Call Back but no one picked up

i had a callback but when i accepted it no one was there for 7 min so I hung upThe chat bot wont help, no matter what i do i cant get a real person I’m calling because I’m having issues with 5G on my S21 FE - 5GI’m in a 5G area, 5G is enabled on my phone as per the update to my phone last month saying 5G is available for use now, and I upgraded my plan to the 5G speed’s option 2 hours ago.but It still only shows LTE+

1324
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1 year ago
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SherrrchahalBeginner
posted in Other
I want to pause my phone account

Hey koodo team, I am travelling abroad on 8 September for about 4 months.In this regard, can you please schedule a customer service call back on my number +1 778 846 9412. thanks.

1382
S
1 year ago
Jay Kan
Jay KanBeginner
asked in Self Serve
not able to register the self serve account

Keep state error

912
Jay Kan
1 year ago
Nolan Preen
Nolan PreenConnector
asked in Other
Phone number please

Just want to talk a live agent on easy roam as was not in the US!  

2217
Sophia
1 year ago
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Kay3Beginner
asked in Prepaid
Pre-Paid referral code, where to enter during the activation process?

Hi, so I have a Pre-Paid referral code ready and during a new activation of another pre-paid number/account on-line, I was very carful on each step but there is no prompt asking to enter the code all the way until the new account has been activated. So, what can I do now? Where exactly the step is to allow you to enter the referral code? I am using Brave browser maybe with pop-up blocked. Would that be the issue? I am trying the call-back support and the first call-back was a joke, she doesn’t understand a word I said and handed up on me and never call back  now I am trying a second time for the call-back help to see if they can fix the issue for me.  Any advice would be great as I need to create another account/number.

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1 year ago
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LaurazBeginner
asked in Plans & Add-ons
Changing plans

I'd like to pay off my tab and change my plan to one of the promotional ones (cheaper). Self-serve only allows me to change to more expensive plans. There's nothing in the "legal stuff" section saying I can't do this... So why can't I? 

1284
L
1 year ago
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Erica StevensonBeginner
asked in Self Serve
can’t register someone else for koodo self-service

I set up a Koodo account where I’m the account owner and they are the user. They are trying to get set up for self service, but it says their details aren’t correct. I’m confused how to proceed with getting the account set up

482
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1 year ago
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justbeingzoBeginner
asked in Prepaid
International User

Hey everyone. So I am a prepaid user in the Caribbean and need some long distance functionality to use two factor authentication on my various accounts. Using the chat bot I tried to request a call back to discuss my options but as they dont take international numbers, I’m not sure what my options are. There also isnt a koodo or anything nearby where I could walk in and switch to a post paid account with roaming (I know they mentioned I would need to switch my sim). Similarly, the long distance booster/ add ons will only work in the USA or CanadaIf anyone could direct me towards who to call in this instance, I would really appreciate it. 

1044
BobTheElectrician
1 year ago
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AitreonOrganizer
asked in Other
Quality of Service in Niagara Region?

How’s the quality of service in Niagara including indoor/outdoor coverage? I’m currently with Rogers right now with no issues whatsoever, but I’d like to try out Koodo Mobile. It’d be really helpful to hear everyone else’s opinions on here!

1737
A
1 year ago
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AitreonOrganizer
asked in Self Serve
Additional Lines and Usage

If you have multiple lines, is there a way for each individual to check their own usage without getting full access to the account holder’s information?

902
A
1 year ago
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loganbgrayBeginner
asked in Plans & Add-ons
Iphone 12 not showing 5g network

I recently switched to the 5g plan on my iPhone 12 mini but the service has not been provided. 5g does not show under “voice and data”. I am in Toronto so towers are not the issue. Tried restarting my phone , reinsert sim , reset network settings.  

7164
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1 year ago
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MandoOrganizer
asked in Plans & Add-ons
Can't select Plan

I am trying to switch my rate plan from the 10GB 4G @ $37/mo to the 20GB 4G @ $37/mo, (Happy Day Deals) but am not seeing the 20GB deal in the plans available for me to choose from in self-serve.. How do I switch and get the deal?

3534
M
1 year ago
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ceslorenzanaOrganizer
asked in Billing & Payments
Case # 000609073

Case # 000609073 was assigned to me by a koodo rep over the phone last August 24, 2023  to resolve issue of August 2023 payment made to an invalid mobile account number.  I went to my bank to resolve this by making another payment to the right acccount # and the bank also sent an email to Koodo billing department requesting a credit back to my bank account the amount of $43.68.  I assume the Koodo billing department credited this amount to my mobile account and not the bank.I still received a billing dated September 3, 2023 in the amount of $43.68.Will appreciate resolution of this through your community.Thank you for all you do. 

1167
C
1 year ago
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mbashimovConnector
asked in Billing & Payments
How to contact billing over the phone?

My SIM card is not activated and I got charges for activation fee which should not be there as well as fees are way too much which I was initially promised. I already hate the experience and if this continues this way then I might switch back to old provider. 

2187
Mayumi
1 year ago
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AayushBhatia06Beginner
asked in Plans & Add-ons
Credits transfer on a new plan?

Good Morning!I started this discussion post because I have a (seemingly) simple question yet I cannot find an clear answer anywhere. A lot of conflicting replies on older posts.Last Black Friday, I ported two numbers to Koodo, one for me and one of my partner. I was offered the “60$ per month” plan with 25gb 4g data and some other perks WITH an 20 dollar as well as a 5 dollar monthly credit for a total of 25$ off every month. This made the base plans 35$ a month essentially.Now, I was checking the self serve to pay a bill and an offer popped up, it said I can get 60gb of 5g data for 60$ a month.My question is, if I were to switch to this plan, because the base price is the same as my old plan, will the 20+5 credit also apply to this new plan. In other words, will I still be paying approximately 35 dollars because tax for 60gb 5g data?Thanks in advance for your help here!

912
Bernard Koodo
1 year ago
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OxxmossisBeginner
asked in Other
SPAM from 613-909-1253 after only 5 days

Ok, so for a brand new number that's only 5 days old, it's already getting spam.  How?  There has been one call and maybe six texts on the entire phone.It's a new phone!Argh…Ox

1572
Allan M
1 year ago

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