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3967 Topics
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siducrosBeginner
asked in Other
Use existing cable modem for Telus Internet

TL;DRMy Telus Internet activation day is February 15th but, due to a shipping error, my new equipment will not arrive in time.  I already own a working cable modem.  My current ISP is Start.Ca, now owned by Telus.  Is it not possible to simply migrate my current cable modem off the Start.Ca network and onto the Telus Internet network? Long VersionAs I mentioned above, my current ISP is Start.Ca.  My current service is cable based.  I own my cable modem (Hitron CODA-45); it is not rented.  My mobile phone service is with Koodo/Telus and since Start.ca is now owned by Telus, it made sense to migrate to Telus Internet so I could bundle my services and save some money.I placed an order for Telus Internet on February 2nd, with an activation date of February 15th.  I learned today that the new cable modem & router will not arrive until some time late next week, after my activation date due to a shipping error, leaving me without Internet service for potentially seven days.I can live with

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wwh4629106Beginner
asked in Billing & Payments
Not receiving gift card

When I change my mobile plan to Koodo (Jan 29), the staff said she will send a gift card to me to cover the activation fee. But until now, I still not receiving anything. Where can I get help?

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1FJefBeginner
asked in Other
Telemarketing call hang ups

In the past month I’ve had  at least 6 calls that ID as either Koodo or Telus, when I bother to answer there’s no response and the call hangs up.  I see this is a topic of past comments now closed to comments.Like, it’s getting REALLY annoying. Stop calling and interrupting me to hang up on me.

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bandgAdvisor
asked in Billing & Payments
Koodo/Telus Security Bundle

This is probably too complicated for this forum, but I got a call from Telus and (stupidly?)  agreed to a deal whereby I was supposed to get a $20 reduction in my Koodo bill and get the Telus home security package for “free”.  Now I understood that the Telus security package would be $10 a month, charged separately, but I was assured over and over that the price he was quoting me, with the $20 discount on my current bill, included both the $10 Telus charge and the Koodo charges.  Now I get my first bill, and I see that my Koodo bill is down only $10, and the Telus is $10 plus a one-time $25 tax on the equipment.  So, there is no savings at all (plus the $25 charge).  Have I missed something?  I never really wanted the Telus Security package, it was just something mentioned at the end, after discussing the Koodo discount.I probably never should have agreed to this deal, but it was sold as a Koodo discount, with the Telus security essentially thrown in for free.  Can I get out of this de

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camarobBeginner
asked in Billing & Payments
Roaming Charges

Hi there, I am travelling outside of Canada right now. My daughter’s phone restarted overnight and it airplane mode was switched off. I woke up at 4:30am happened to check my emails and had received a notification from Koodo stating that the phone has connected to a roaming network in Peru. I am trying to see if I was charged roaming charges while the phone turned off while we were sleeping. Can you please let me know if I was? My daughter and I do not have EasyRoam. Thanks!

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CKR
CKRBeginner
asked in Plans & Add-ons
unlimited Canada-wide calling but pay extra for "anytime minutes"

Why would I need "Canada wide booster add ons" if I would get unlimited Canada-US calling with this plan?:https://www.whistleout.ca/CellPhones/Carriers/Koodo-Mobile/Personal/Koodo-Mobile-40-Prepaid-Base-Plan?contract=0

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Dillon33Beginner
asked in Plans & Add-ons
Want to keep my same rate plan and upgrade phone

Hi there, I have owned my phone for 5 years. Tabs been paid off for 3 years. I'd like to upgrade my phone and keep my same rate plan. I pay $53 a month for 60gb of data at 5g speeds. I try to upgrade my phone and it tells me I cannot keep my current plan unless I pay retail price. I wouldn't mind upgrading my rate plan because it's about the same price. But I see they are all 4g plans. Is there anyway around this to keep my same plan because I do not want to go back down to 4g speeds when I'm using LTE now. 

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AndrelBeginner
asked in Plans & Add-ons
CAR7PASS

I activated CAR7PASS for my vacation to the DR - worked great for the first 7 days - but when I attempt to renew for an additional 7 days, the system replies that it’s already active on my account, despite the fact that I’m past the 7 day limit of my initial purchase 

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Georgia Koodo
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TarynmcdiarmidBeginner
asked in Billing & Payments
International Travel

I’m currently in Australia and have an e-sim. I have my data roaming off for my phone, however I got charged for 2 days of international usage; a total of 5 minutes. My e-sim obviously got disconnected for some reason, but why did I still get charged if my data is off? 

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Georgia Koodo
Bhavya Mehta
Bhavya MehtaBeginner
asked in Billing & Payments
charged for never opted swrvice phone plan

Charged for a unknown service 73$ , help me 

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Georgia Koodo
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PuneetsBeginner
asked in Billing & Payments
Charged tax on connection fee that was waived.

Hey everyone, I was told there would be no connection fee for my two lines, but my bill initially included a $70 connection fee per line, which was later credited. However, I noticed on my final bill that the taxes were still applied on the connection fee before it was waived. This doesn’t make sense to me- if the fee was refunded, shouldn’t the taxes on it also be removed? Has anyone else experienced this? Do I need to contact Koodo support to get this fixed? Would appreciate any insights before I reach out. Thanks!

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Georgia Koodo
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dptmrkfhtmBeginner
asked in Self Serve
Transfer Request Cancelled message on the account

Hello,I logged in to my account today and saw a message saying “the transfer request has been cancelled.”I’ve been with Koodo since last November and the transfer had no issue at the time, and then I upgraded the phone on Boxing day and transferred the phone using esim feature and have no issue so far. Can I ignore the message or do I need to reach out to a rep to resolve this?

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Georgia Koodo
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MiladydaOrganizer
asked in Plans & Add-ons
Senior's discount for internet

Hi, the canadian government sent me a letter for a senior’s discount for my internet but I wanted to remain with unlimited data seeing I watch my shows on Prime with internet. The plans they shared have limited data. Can someone help me please! Thanks

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Bradley GConnector
asked in Billing & Payments
Koodo and telus security deal

I received a call from Koodo rep and an offer for telus security camera. All charges were to be on my Koodo bill but I see Telus has mailed me an invoice. What’s up with this?

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jsladBeginner
asked in Billing & Payments
Unknown Charge

Hi everyone,I recently noticed an unknown charge on my Koodo bill labeled “Microsoft Store Purchase - $109.00.” I didn’t make this purchase, so I contacted Koodo, but they informed me it was a third-party charge and that I’d need to reach out to Microsoft.When I contacted Microsoft, they said the charge was linked to an email address I don’t recognize. I explained that I have my own Microsoft account with a different email, but they insisted on sending a verification code to this unknown email. Since I couldn’t access it, they said they couldn’t assist me further.At this point, I’m stuck. Does anyone know what my next steps should be to dispute this charge and have it removed from my bill? Any advice would be greatly appreciated!Thanks in advance.

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Dinh
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Bryon FriesenConnector
asked in Billing & Payments
Charged $15 for rate plan change that I could not choose myself??

I called in to see of there were any can US plans available and was changed to one that was not available for me to choose from the self serve account. Why am I charged for the plan change when I could have changed it myself had the plan been available to me.? 

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Dinh
Thisiscrayay
ThisiscrayayOrganizer
asked in Self Serve
Not receiving verification code (Canada)

My teenage son has tried to register his Koodo account to access self serve so I can update my credit card payment info, but he never receives the verification code. He's tried using his email and text but nothing comes through. He receives other verification codes for other things but Koodo verification doesn't come through. I switched to Telus for my phone so I nolonger have access to Koodo self serve. We just need to speak with someone at Koodo so he can access self serve. I have the account number on his agreement if someone from Koodo can please schedule a callback since you have to be logged in to schedule 🙄 or provide a Koodo number I can call, or any help that would be appreciated!

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Boa_Guy Koodo
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Daniel AJRockstar
asked in Self Serve
More flexibility for scheduled callbacks required

Callback scheduling should be more flexible, with times offered at different times of day. I am currently offered a callback the day after tomorrow at 7 am, 7:30, 8, or 8:30 am. When I click “more options” I get the same choice. 8:30 am in my location is more then 2.5 hours before Sunrise. A terrible time. Koodo should offer a broader choice of times of day. Some people work shifts, others have babys they don’t want to wake up with phonecalls, etc. Not everybody is happy to take phonecalls in the wee hours of the morning. 

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Boa_Guy Koodo
Jamal Karsli
Jamal KarsliBeginner
asked in Plans & Add-ons
call back - change plan

Call back on this number +1********409

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lonitaAdvisor
asked in Other
Call Control won't allow through phone-based intercom

I turned on Call Control to block all the spam calls and that works great, but despite having the number on my approved numbers list, the system still gives a busy signal and won’t allow people trying to contact me through the phone-based intercom system my building uses. They buzz the intercom downstairs, but the calls are still refused. I can’t use the service if it’s going to do that.Is there anything that can be done here?

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Bayiloge1Beginner
asked in Billing & Payments
pre-authorized payments discount

Hi,There is a $5.00 pre-authorized payments discount in my bill. What is this pre-authorized payments discount

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mintBeginner
asked in Plans & Add-ons
Using my plan in the U.S

Hello My plan is $44 50GB 4G UL Can Min SFD (4G speed)Perks: One included at no extra chargeUnlimited Long Distance Pack (27 countries)With this feature you are getting unlimited long distance calling to specific countries like the US, China, Hong Kong when calling from anywhere in Canada. Q1. Can I use calls and data with my current plan when I travel to the U.S.? Q2. Does this option mean I can make calls from the U.S.?If I only need to use data in the U.S. for one day, is there an add-on available?   Thank you

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MooosiferBeginner
asked in Billing & Payments
Charged Easy Roam while in Canada - Need a refund

I was working near the US border but still in canada and was charged easy roam. Can i please get a refund for the time i was charged. I was not in the USA

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Flo Koodo
Damanpreet Bajaj
Damanpreet BajajConnector
asked in Billing & Payments
Completely Unacceptable: Service Failure, Unjust Billing, and Refund Demand

I am beyond furious with the appalling service I’ve received from your company. I’ve been out of the country for the last six months, and my SIM card has been completely useless this entire time. Despite several attempts to fix this, I’ve had no support, no response, and my service remains non-functional.What’s worse, you continue to charge me every month for a service I can’t use. Now my bill has skyrocketed to $600 for absolutely nothing. This is absolutely outrageous, and I will NOT be paying this unjust bill.I demand an immediate refund for the charges you’ve added during this period when the service was useless. I will NOT tolerate paying for something I couldn’t use.Since my SIM is not working, I am NOT reachable by phone, so you can contact me ONLY by email at ***@gmail.com.Fix this NOW, or I will escalate this matter to the Commission for Complaints for Telecom-television Services (CCTS) and explore other service providers. You’ve pushed me too far with this complete failure of

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SanthoshMunibabuRockstar
asked in Billing & Payments
Stream+ Launching Netflix with wrong emailed

Hi team, Below is the my account number, Recently i have subscribed to Stream+ Basic 10$ plan, When i try to launch Netflix from Koodo it redirects me to wrong email “s****@email.com”(which doesn’t exist) instead of “s****@gmail.com”.Also Netflix billed me again for a month apart from Koodo stream+ billing. To fix first thing i need to check why Koodo taking me to wrong email id which doesn’t exist “s****@email.com” and then i need to talk to Netflix customer care.Account #***39, Wrong email: s****@email.comCorrect email: “s****@gmail.com”

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