Managing your Services

Last cycle midway though,  I got a new Ihone so that $5 3G charge was on there so I expect to pay it. I am in my new cycle but I still see the charge in my add ons. I should not have to pay this on my next bill. Email I got from Koodo back in May (It says I should no longer see it on my bill??)This charge is avoidable by switching to and remaining on a compatible 4G LTE or 5G device for your mobility services. Once the device switch has been successfully made, you will no longer see this amount on your bill.Here is a screen shot in my add ons. Should I just leave everything as is and hopefully my next bill will not have the $5 charge. Should I try and click the X. Will that delete it. I don’t want to click the X and have something adversely affect my phone service or billing. The email above says I should not see it on my bill?Does anyone know the exact procedure for this?  

I started using Koodo 3 months ago and I made a payment via my bank app for the month of June and July 2026. This August I was charged $ 125 via prepaid putting me on overdraft with my bank account. I need it to be refunded. This is my number ********60**edited by moderator to hide personal information 

Hello, My daughter got charged for a long distance call to Iran, but she never made a call. I've checked her call log on her phone and there is no record of the call. We don't have anyone we know in Iran and she didn't let other to use her phone on that day.Can anyone look into this?

I did not realize that there was the Asia 14 Day Travel Pass ( $70) for South Korea.I plan on going for 10 days at the end of the month.Can someone confirm that all I need to do is text ASIA14 from my phone to 7626 ahead of time before my trip and the pass will be added to my account. It will not be activated until I land in South Korea. Also I will be able to call and text to Canada/South Korea and use data in South Korea without incurring any other extra charges except for the $70 for the Travel Pass?

Hello,I tried to change my free perk to 3 day US roaming. It seems not working on my self service. Could you help me change it?Thank you.

Good day, I recently switched ro Kodoo and I am.looking for an email to send a copy of my check stub and employee number  so that I can avail of my Walmart discount. Please adviseDanielle**post edited by moderator to hide personal information 

i was cheated on my charges i paid my bill full up like a month back and these new charges are horrendous so please reduce the damage thank you in jesus name

Telus have a feature that if their internet goes down any devices will automatically be switched to mobile data and the data used will not count in your mobile data plan. This applies to Telus, Koodo or Public mobility accounts.My Telus internet went down 4 days ago so this feature would have kicked in, but looking at my Koodo mobile data usage it appears that the Telus data usage is included in my mobile data usage.What gives and who do I speak to to get it corrected?

I just purchased the samsung z flip 8 but a week later now, the price has dropped by $10. Would koodo be able to charge me $10 less even after the purchase. 

Basically, my esim was deleted and I tried to move it over to a new phone, when I went to self serve it was giving me an error on verifying on my email.  Now I cant even use my phone because I dont have a connection. 

I have an iphone 17 pro and have a koodo month to month plan. All in good standing.I pay for my mom’s phone too. She was complaining that she was missing a lot of calls.The same has been happening to me. When I get a stranger to call my phone it is blank air for like 30 seconds and then call fails.I have tried the following.check account is paid - it is reboot the phone turn off 5g turn off cellular, turn back on reset settingsIs there a webpage listing current koodo outages? This is enough to walk out the door to a competitor. 

I was overbilled $10 on July 25 at 1:29pm. I was not out of the country so there should not be a roaming charge. How do I get this removed form my statement.

Hi everyone,I have a Koodo Internet (home broadband) subscription and I need to cancel it. The problem is that I'm currently outside Canada and I don't have a working Canadian phone number, so the Koodo Assist callback option doesn't work for me — there's no number I can give them that they're able to call.What I've tried so far: Koodo Assist only offers to schedule a callback, and I've already sent a message through social media but haven't heard back yet.My question: is there any way to cancel an Internet plan entirely in writing — through Koodo Assist's Expert Messaging, email, or any other text-based channel — without a phone call?If a Koodo rep sees this, I'd really appreciate a private message. I'm happy to provide my account details and verify my identity that way. I'm in a time zone about 12 hours ahead of Eastern, so written follow-up works much better for me than a call.Thanks in advance for any help.

I get stuck at the verification step, once I input the verification code it keeps loading without never completing the sim change, I tried on multiple devices, wifi’s and on my 5g network, always stuck at the same part. The AI chat says that a sim change can’t be done over the phone with an agent. What can I do?? I new (old) phone does not accepts Esims and my previous phone jus tbroke and only had an esim so I cannot use my line anymore. 

I purchased Stream+ at the beginning of August.I can not get Disney+ to activate.I have spoke with Disney+ customer service< they did some troubleshooting and told me to call Koodo as it seems to be an issue on their end.I called the number they gave me for Koodo and spoke to a couple of people there.I ended up getting a ticket # and they said someone would call me back within 24 hours.It has now been 4 days.I tried calling the number yesterday and now there is no option to connect with customer support.It did direct me to ask for a callback online in self service.I did that but it was mid afternoon and it told me they would not be able to accommodate a callback due to high volumes. Fair enough.I called at 9am et this morning, which is when they open and was told the same thing.The self serve chat is ridiculous anyway because there is no way to get any answers as far as Stream+ is concerned.When I asked for a callback 4 days ago it was somewhat easy enough to get through but you hav

Phone 1 Pixel 7 with dead camera, new phone pixel 8. I want to transfer my esim without using the camera. All the explanations go to a QR code which requires a camera

Lost the physical sim card and bought a new phone all while in another country. Still in another country and Koodo Self Serve doesn’t have an option to transfer to esim if you don’t have possesion of the physical sim card. looking for a was to do this.

Does anyone know of a method to get in touch with an agent to discuss my account with? The AI chat is the worst thing ever when it comes to making this happen. Maybe there is a phone number that I haven’t found yet, or an email address I can contact to initiate a conversation?  

Anyone else get charged double for their phone upgraded at Best Buy and that was 10mns ago and so finding out I’m paying twice as much after the fact of upgrading god how is it if you actually wait the 24months but so I’m paying for the device right done that already even with Roger’s I’m on tab94 so I’m -900+ on tab device same as tab bonus but they wanna charge me 503 plus 491+tax and they keep saying this is normal whaaaat anyone else deal with this upgrading 14 months early 

Purchased a Google Pixel 10 XL , upgraded from a Huawei that was just gettingolder.   I can call out but I am not receiving calls 95% of the time and not always when I am in a different location. Phone does not ring or register that there was an attempt to call.  Severalclients and family getting upset and worried when they can’t reach me.I have tried all suggestions that Koodo site suggests andunable to reach a human tech support.  Any suggestions would be appreciated. 

I started a new account about 5 hours ago.I received account number.Public mobile no longer Working since I agreed to transfer the phone number.But I haven't received any esim from Koodo.And I can't get through on the phone because they can't call.I tried to look up esim, but it only wants to send me a text to confirm, email address is too new.Not a great experience so far 

Hello, I wanted to cancel my subscription for the month of August, However I was out of the country and the website wouldn’t load and I got charged. I just got back and I can’t seem to find a phone number or anywhere to request a refund. I did not use any of the susbcriptions for the month of August. Additionally, I have been charged with something called Norton Online Security which I have no Idea where it came from! Could you please assist with my refund? this money is a lot for me and the costumer service is ridiculous! 

STOP SENDING ME BILLS I DONT OWE I AM NOT A KOODO CUSTOMER ANYMORE YOU GUYS SHOULD LEAVE ME ALONE THIS IS HARRASSMENT

I've been a Koodo customer for Over 3 Years and want to lay out a pattern that's become a serious problem, in case others are dealing with the same thing or can point me to a better path.The core issue: I travel internationally fairly often, and every time I do, I turn off my SIM so I'm not being billed for a line I'm not using. The problem is there's no real "pause" option on postpaid – just a $15 suspension fee, or nothing at all. This has led to:- An NSF fee (~$80) triggered because the subscription kept billing during a period I wasn't using the service at all.- Long-distance charges around $22/minute that I was never clearly warned about in advance, and had no way to block – the call just connects and bills, instead of being stopped if it's outside my plan.- This isn't a one-time thing. It's happened multiple times, different years, same root cause: a subscription model that charges me whether I use the line or not.What's been most frustrating isn't just the charges themselves, bu

For the past few weeks, there has been little to no cell service coverage in the Stephenville, Bay St. George, Port au Port region of Newfoundland.  Once 5G started showing up on my phone, the cell coverage disappeared. If I turn on and off Airplane mode, I get connected to an LTE network for a few seconds and you may be lucky enough for a text message to send. Then 5G shows up again and all service disappears once again. This is an issue for hundreds of customers. I have sent messages through Koodo Assist. Finally someone has gotten back to me and replied with this:REGARDING THE SERVICE DISRUPTION IN STEPHENVILLE: The investigation shows that the network in the Stephenville and Stephenville Crossing area has been experiencing coverage-related issues. While the system reflects both lines as active, active lines and a fully functioning signal in a specific geographic area are two different things, and that distinction matters here.The service needs to be fixed ASAP.