Managing your Services

I was charged for 4 connections instead of 2. I ported my number but I see 4 connections in my bill for the whole month. My connection fee was supposed to be waived as per the rep. But it was charged as well 

Recently got 1gb internet from koodo and got the equipment once it arived i got a email saying the hookup date was nov 30th so i hooked it up that day (had a hell of a time contacting anyone in customer service through the callback system spent almost a full day till i got a call back then then placed on hold evently the hold said sorry we are closed) so spent some time trying to get another call back this time after 3 hours i got the call back and put on hold for a hour before someone picked up why do callbacks if your gonna put people on hold anyways????  anyhow after that horrible experience im told i need a technician but im still waiting on a call back a day later telling me when my appointment is. so i look into the router and its saying im connecting to my old ISP i can achuly plug my new koodo modem into my pc and i have my old ISP connection..i have tried to reset everything power cycled nothing my old ISP keeps grabbing my modem even though a ne

I bought a tab on my number and I wasn’t told that there is some sort of tab bonus thing or something.I bought it for $414 and I wanted to change my carrier. So I went to a Koodo representative and asked him regarding it . He told me that you can change it and I was ready to pay the full amount of the phone, which he said I  will receive in the last bill. I was waiting for my last bill but I got the notification one month later and now I see I have been charged a fee and instead of the Tab fee amount, they have charged me a lot more and now the bill turns out to be $847

Koodo website portal failed acceptance of non-canadian credit card as valid payment method. Why is this policy of discrimination of national origin somehow an acceptable business practice that severely marginalizes foreign nationals?

I ordered my internet in store through a Koodo Representative on Nov 28, to be activated on Dec 4. Turns out my unit number was not included in the address for the internet services and because of that my internet has not been activated on Koodo’s end. I have been using Koodo Assist to get callbacks the last two nights trying to get through to someone who can help me however I get transferred from department to department because apparently no one has access to updating my address. Does anyone have any idea how to actually get through to someone that can help me?  Or does anyone know how I can fix it myself? I already have the equipment I just need the internet activated on koodos end

I'm a Public Mobile customer and used the special offer to sign up for Stream+. I got a confirmation and signed up for self-service. I was able to see my subscription in my self-service account. I did get an email to activate Netflix, but I never get email to activate anything else. This subscription stays in my account as “purchase in progress” so I can’t click it or manage it, change or cancel or do anything. Money was taken away for this month. What should I do? 

I just checked and there was a charge of. $33.60 per month from my bank account for 3 months under the name koodo prepaid_v. There was also a charge of $5.60 once. But I never applied for koodo prepaid so I don't know what the charge is. There is no record of it in my transaction history so I can't confirm it in my koodo account. What should I do in this case?

My Koodo internet was activated on November 25, 2025, and I was told my bill date would be 7 days after activation. It’s been more then a week, and I haven't been billed or received any invoices. What gives?  

I texted “US7PASS” to 7627 to buy a travel pass.I get the response “you have not successfully added the USA easy roam travel pass to your account. Please try again by texting the unique code assigned to you in the promotional email you received to 7626”I’ve not received any unique code in my email after 3 hours. Please help. How do I purchase a travel pass?

In the past 4 months I’ve been continuously charged for roaming fees without having left the country. Koodo must’ve done something different with their networks or satellites because I’ve been with them for 3 years and I’ve never been charged and now it happens on each monthly bill. When these charges occur I’m actually further North in Canada and working or hiking in the bush. When I get a text it states welcome to the USA via AT&T.  Although it’s only a 45 cent charge, if not dealt with it’ll continue. It frustrates me to have to deal with this because, lately, each month there seems to be an additional charge on my account for no reason. I knew when I got the text that I ought to take a screen shot because it would likely show up again on this month’s bill.I followed the directions from the Koodo rep on how to set up my phone so as to avoid this in the future but here I am again. 

Earlier this afternoon, I got a call from “Koodo” and the guy on the line first confirmed my full name and address. Then he told me that apparently my billing address has been changed to somewhere in Toronto and said that he was calling to make sure that it was me who made the change. When I siad I did not make the change he said he sent a text to my phone and that he needed the code, that’s when i realized it was a scam since Koodo will never call you asking for the verification code. After I told him I’m not giving the code and hung up, I ignored his next call and then I was spam messaged at least 66 times in the span of 2 minutes from 66 different numbers. Messages consisted of type yes to confirm, and codes for sites I never signed up for. The number I recieved the calls from was 1 866-995-6636, I’m not sure if that is a Koodo number that he’s spoofing, I couldn’t find much about that number online.And also, the guy on the line sounded like a normal canadian

I am very frustrated with Koodo communication ---->>> I was communicating with representative (only texting is allowed on Koodo, no phone calls) from Nov. 26th till Dec. 1st, when all conversation "disappeared". Since then, I am trying to connect, few times a day --->>> no success - always message, that something goes wrong and TRY AGAIN! Does Koodo care for customers? Do some representative call me back and solve the problem? 

Hello Koodo Community,A. Koodo email marketing and text marketing consistently ignore my existing plan.For example I currently have a Cda-US plan.When I arrived in the US I rcd multiple msgs advising me about EasyRoam: the benefits of and the penalties of not adopting. Also, after I adopted the Cda-US plan I rcd multiple msgs advising me about a mobile phone upgrade offer which included a Cda-US plan with lower capacities than the Cda-US plan I adopted.B. Is anyone else experiencing Koodo marketing messaging which ignores your existing plan?Koodo’s approach to ignore my existing plan creates confusion.My first reaction is to check my existing plan because Koodo has created doubt I have that plan. My second reaction is to question why Koodo would offer me a downgrade to my Canada-US plan.The mis-messaging is costing me time and $.C. This approach is unsophisticated and entry level incompet

EDIT: As many recommended, I contacted Amazon again to try with a different rep. I didn’t even have to plead, this second rep offered a full refund for my membership that I paid on September 20th. Thanks to everyone!  Hi there! I recently subscribed (on December 5 2025) to the Stream+ Bundle which includes Disney+, Netflix and Prime. Everything is good and linked up, but when I linked up Amazon Prime, I noticed that I had paid for the yearly subscription of 99$ plus tax on September 20 2025. So I realized that I paid for the year and will then pay monthly through Koodo, essentially doubling payments from now til September 20 2026. Is there anything I can do for this? I contacted Amazon to ask for a retroactive refund of unused months and they refused me citing i’ve used their services already.Anyone else has gone through this? Thanks for your help

If I have selected  “3-Day Easy Roam US” as my Perk and also buy a 7-day Easy Roam Travel Pass, does that mean I can use my Koodo data in the US for a 10-day trip?Thank you!

If I purchase a US Travel Plan in Canada then once it’s used up can I buy an additional one while in US? It appears there is only a 1 week option available.

Activated a line over the weekend over the phone, rep spelled my last name wrong AND gave me the wrong plan (gave me less data than we agreed upon). Said nothing can be done or changed until the SIM card is shipped.SIM card shipped, called Koodo and rep on the phone supposedly corrected both issues. Said changes will reflect in about an hour. It’s been more like 30 hours, but none of the changes are reflected in my account.How long does it really take? Should I call Koodo again tomorrow?

I have the stream (Prime/Netflix/Disney) subscription on my plan. I added on the Crave subscription to my Prime account. But I want to cancel it. When I try to do it in the Amazon Prime Video app or website, I get a notification I need to do it through Koodo. But I can’t figure out how to cancel the Crave add on only. I only get the option to cancel all my streaming services.

Hi, I was charged roaming fees when I was out of the country… I assume it happened for an extremely brief second when I switched to an esim. I know my data roaming was off and my primary line was switched to my esim as I have used many times before. I would like to have that removed from my bill as I know I did not use.thanks

Hello all,Two questions that I hope you can help me with:I activated EasyRoam before a trip to Ireland August 30 to September 7th. I was under the impression that it was $16 a day, which is what the website said when I researched it a few days before travel, as well as the text that Koodo kindly sends me from the airport. But when I looked at my bill recently, I see I was changed $16 per day for the first couple of days, but $18 per day for all the days from Tuesday, September 2nd onwards. Was there a rate change during my trip? Seems strange to start that on a Tuesday and/or the second day of the month. It also would have been nice to be alerted to that beforehand in the text (e.g. “Please note: rate will be increasing to $18 a day starting September 2nd.”)Today on the website, I see there is something called a “travel pass” where you can get 14 days for Europe for $50. I double-checked and Ireland is an eligible coun

Why am I receiving this message “(1 of 2) Koodo: You've used 100% of your 10MB of data and spent a total of $0.75 on additional pay-per-use data in this bill cycle. To help manage costs, your data has been paused until the end of your bill cycle at 11:59pm on 2025-12-27.” when I have 83.2gb left of data. 

I received a winback call from Koodo on Dec 2, 2025. It is from an agent called Issac. He offered me a great deal. However, I thought it was a fraud at first,  so I took time to verify. When he called me back, I was calling Koodo service and didn't answer his call.Later, I called back, but another agent picked up my call. I asked for Issac, but that agent told me that all the agents were the same and the offer was limited, so I would better make my decision immediately. I believed and made my order. Later, Issac called back, and I realized that this should be his credit.I wish his supervisor could see my post. I testify that he is a good agent, and please give him more opportunities. 

Hello,I have been overcharged for Easy roam on our phone bill. Ridiculous amount too. Easy roam was set up as per instructions and text came through that it was activated. And yet Koodo has charged me for every day. I can't even get the chat to have allow a callback. So frustrating. Any help on how I can get a callback arranged so I can talk to a live person would be lovely..

I was travelling from Calgary to Niagara Falls on Nov 27. I was charged for USA roaming when I was NEVER in the USA. Please reverse the charge,

Koodo internet is great until you move to a new address. I have been trying to get my internet moved to my new place for three weeks and counting now. One week to get the service moved over to the new place, another week for a technician to install a new line, and then one more week to receive new equipment although our equipment was working fine at the old address. Now im stuck without internet while making endless phone calls to reset the modem and router and troubleshoot while the problem NEVER GETS FIXED. I'm considering switching to a new provider but feel like canceling the service would probably take another month and im just not up for the hassle.