Managing your Services

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I really like Koodo - I am so grateful to find a service provider that is reasonably priced! Truly. And I’ve been thrilled with how well the connectivity has been throughout Manitoba and when travelling.The only way I’ve found that Koodo just can’t keep up with Rogers is with respect to network congestion during crowded events. For the past two years, I’ve had absolutely no connection during Winnipeg Folk Festival and it’s been extremely difficult. I am a safety volunteer there and need connectivity to do incident reports and connect to our team. Everyone on Rogers had no issues whatsoever; those on Bell ended up having fairly good connectivity with occasional delay; everyone on Telus/Koodo was absolutely lost. (And to be clear, Koodo works great in that area when not during a busy event!)I ended up having to buy an eSIM that cycles between 4 different networks to find connectivity. It was great and not an expensive fix, but I just wish Koodo would find a way to keep up in these circum

I can't add a line, I can't shop for phones, I can't add device, but they keep bugging me to add home internet, I doubt they'll let me tho, they bugged me for months to switch my my post paid plan to koodoo and all I can do is literally pay my bill? I think I'm going back roblox mobile where I get twice as much for half the cost, Koodo truly just wants ur money , I know it cuz the only om not restricted from is paying my over charged bill!!!!    So I'll see you all at public mobile??

The first 7 months I had my Koodo account I was using only 5-10GB of my 20GB plan, but the last few months I’ve been using close to 20GB of my data, but the way that I’m using my phone hasn’t changed. I’ve adjusted which apps use cellular data, turned my data off when I’m not on wifi, and even powered off my phone to avoid using up my data. I know that my Koodo account shows me how much data I used at what time of day, but since it doesn’t show me what is using the data, I can’t seem to solve the issue. It shows me that in one day, I used 7.5GB of data, except I was not on my phone very much that day and so I have no idea what could have triggered such a huge amount of data usage. I think I need to adjust some settings, but I’m not sure which ones, so any help/advice is much appreciated.

We moved and my currently registered card had expired  but I cannot update my address. I’ve tried different browsers, as suggested in previous posts, but that didn't work. Koodo Assist just keeps taking me in a loop back to the profile page. Can anyone help?

Hi i answered a survey from koodo team last July 7, but i realize now that it is phishing email. I was coming from night shift half asleep whem i recieved an email notification from koodo team abouy how likwly will you recommend koodo to your friends from 0 to 10. It did not request for sensitive data but the survey goes on to ask about how excellent was the service from excellent to poor, what type of service we use, what internet and cable we subscribe. The age range whichbi answered and number of household which i did not answer as opt out. I was going throug my email messages now to delter read messages and i came accross of this phishing messgar i answered.ladt July 7 also included in the.survey of a 500 entry draw visa  reward after answering. I realize this is phishing the only compromise entey is my cellphone number. Do i need to report it to koodo, how and where to report it. Thanks

I got a text from short code 5805 asking me to reply with "Y" or "N" to confirm a recent online order. The email contained the correct order details and my phone number. I just thought it was strange that koodo is texting me to confirm an order when I already have the email confirmation.  

I set up pre-authorized payment and I can see pre authorized payments enabled on Koodo bill screen display. Every month bill paid $44.80 automatically. Please check it out. please give $19 credit.thank you 

Please remove the roaming charge from my wife Gabriela’s account. We live very close the the US border in Manitoba and didnt cross the border. Her phone mustve connected to a cell tower across the border

I noticed that my bill payment, which is automatically withdrawn from my bank account, was $44.80 on May 25, but $54.80 on June 25.Could you please explain why I was charged an additional $10 in June? I believe this extra charge was made in error.Please review my account and apply a $10 credit (refund) for the incorrect charge. thank you

I’m on a monthly plan (not prepaid)When I try to add a “call forwarding” add-on to my plan, I get a popup:“Please go to koodo.com/chat and enter '#AssistSS' to schedule a callback, and a rep will help you with this.”And the add-on is not added.I need it urgently and support are taking their sweet time.Is there a way to expedite this?

Hey guys, I’m an old Koodo Customer, never had to come here too often. I just bought a refurbished phone from Koodo, and with the new plan I have rollover data to next month. (Previously, I had this perk with my other phone too)I’ve been in my Control Panel, and I activated the function (at least I think I did!), but it’s been two months since my new plan and the Data never gets sent to next month.Can you guys help me trouble shoot my problem? 

I just read an article that stated that the OPP are warning people who purchased new phones are getting calls stating that the device needs to be returned to finish processing or add updates.  It was on the global news website.  WWW.GLOBALNEWS.CA. The individuals either mail the phones in, or hand them off to random individuals.  No I didn't get one of those calls when I got my phone in March,  If you purchase your phone in store, regardless of provider,  everything should be done right there. Please use caution if you get a call, text, or email saying something like that, Contact your provider right away, or go to an store or kiosk to speak to a person, legitimately representing the company. http://www.globalnews.ca

I dispute the cancellation charge.  I wish to discuss the matter with an agent

Hi!I’m trying to set up my new SIM card to my iphone 11. I initiated the number transfer with Rogers 4 hours ago.. haven’t received the welcome to Koodo text message. I restarted my phone, tested making and receiving calls to my number (the one that is being transferred).. call goes through both ways to my number which signals the number has transferred successfully. My iphone is not registering the transfer, says I have to register my number (for imessage and facetime) but I don’t have the ability to do so. My new network is also not showing up on my homescreen. Is there something I am missing to complete the transfer?  

Hi  I  have issue every time you charge me extra amount in the bill and there is no representative number or customer support number

Hi, I lost my physical prepaid SIM card while travelling outside of Canada, and I won’t be back in Canada until near the end of July. I did some searching and found this https://www.koodomobile.com/en/help/koodo-sim-supportSo I decided to get a new e-SIM card and change the SIM number on my profile. After going through the process (scanning QR code, etc.) and waiting for the activation, I found that the ICCID shown on my phone matched the SIM number on my profile, even without me manually modifying/changing it. I don’t remember my old SIM number tho  - can’t confirm whether it has been changed or not. Then I got a notification saying that the activation cannot be completed, and I need to reach out to the provider. Trying to use the Koodo Assist, but can’t schedule a call back as they can’t do long-distance….Is there a way that I can reach a rep to confirm my SIM number has been changed and to activate my new eSIM? Or is there a restriction on where to activate eSIM - like I have to be

Will not activate in self serve 

I ported my number months ago from Public Mobile to Koodo. My service works correctly with the correct number, but my Samsung phone's SIM Manager and About Phone still show temp # that was assigned before port. Could someone refresh my eSIM profile or issue a new eSIM so the correct phone number is stored on the eSIM?"

My kids have the basic $15 a month plan. For the next two months one of my kids has need for 1GB of data. Can I buy data for 2 months and add it to one specific plan (the $15 talk/text plan) for as many months as needed?

Have a landline and am using the ZTE wireless device. 3g is going away (Being charged an extra $5 a month now) however we still require our landline. Is there an upgrade for this device?

I had no outstanding balance, but my June invoice shows a previous balance of $32.48. I believe this amount may have been charged twice. Could you please review my payment history and explain why this previous balance appears?Also, could you provide a detailed breakdown of the $77.28 invoice and confirm whether all applicable plan discounts and promotions were properly applied?

When koodo says they’re going to contact me during business hours, when is that? What time zone?

Needing help, I haven’t logged into my Koodo account for just about a year and want to change my plan but every time I try to log into my prepaid self serve account it says “user locked” I’ve waited hours like others say tried again said the same thing, changed the password still says user locked. Has anyone else had this issue and how did you resolve it? 

Please remove the roaming charges from my account. I never left Canada and work on a border town. Thank you