Managing your Services

Hello,I received my sim card, and set it up and transfered my number from my old provider yesterday, Dec 6. Why my bill starts at Nov 27? Should I pay for the time while I was waiting for the sim card? My phone #: **34Account #**83 Feng Chen 

Hi, I got a plan on black friday. They shipped a phone + sim card to me. I never got an activation email, so I had to make an account through the CS callback folks. This was on the 27th of November. My account says the billing cycle was the 27th of Nov to the 6th of Dec, and now 7 Dec to 6 Jan. However, I still don't have a bill! Self serve says "This information is unavailable right now" under my bill and there just isn't one. When should I expect to get a bill? 

I helped a student pay for their pre-paid phone a few months ago. I don’t know their phone number. How do I cancel the prepayment arrangement? I looked on my credit card site and can’t do it there. The credit card company is sending me back to Koodo to take care of it, but I’ll be damned if I can get through the frigging site’s chatbot - there is no assistance available from anywhere but here. Hoping you can help because i’m at the end of my rope.

Is there any way I can have the forwarding charges reversed for my last two billing periods? I was not aware that I would be paying a per-minute charge for local forwarding. I have since added the $3 option to my number. Thanks for your help,Bryan

I’m trying to register a replacement sim card in self-serve, after entering the sim card number and verification code, I have had no success but keep on getting this message “Oops! Something went wrong. Please try again.” Any ideas on how to solve this? Thanks.

I was text a offer regarding a data upgrade. There are 2 phones connected to my account.  Only 1 phone was text the offer. Both phones have different data plans.  The phone that didn't receive a text about data upgrades was the phone that I wanted to upgrade the data on.  Why wasn't both numbers on my account offered the data upgrade?

I’m from Canada. When I travel on a holiday to Mexico, can I send text messages to family back home in Canada? 

 I still remember I registered a service with Koodo in a small store at Halifax Shopping Centre and it was Cyber Monday, 28th Nov last year 2022. At that time, I was a newcomer to Canada and I just got my WP approval, that is why I needed a phone number and Koodo had a big offer. I clearly asked the staff if I could able to choose the phone number by myself  and he told me yes; after all the process was done, he gave me the sim card. I was shocked bc i didn't choose the number yet then i asked him again and he apologized for that mistake. After that I told him, please determine the service because I want to join EAST LINK service provider so that I can choose the number by my own.Then he told me, when you register the new service with East Link, Koodo will determine the service that you have with them so don't worry about that.Then I came to East Link and registered a new phone number with them, Koodo did send the messenger to confirm changing the service provider.

Why is Koodo sending text messages at 2am and waking me up? How do I stop this?  

I have a family member who wants to transfer 3 numbers over from Virgin to take advantage of the Black Friday promos. The three lines are all on one account on the Virgin end, and the family member would like them all to be managed by one account on the Koodo side as well.How will this work? Will they need to set up one line and wait for that SIM to show up before adding the other two lines? Or will they be able to add the second two in the mean time?

Hello All,I am trying to get a printout of my call history for the year 2019.  Is this possible?

Good Afternoon,I attempted to change my (and my wife's) rate plans with Koodo mobile using the online "self service" function on 25 Nov 23. According to the Koodo website (https://www.koodomobile.com/en/help/changing-your-rate-plan):"Your Self Serve account will show you all the rate plans you can switch to. If you don't see a particular plan you're interested in, it's likely because your current profile doesn’t qualify you, and you may be required to upgrade to a new phone on a Tab."I followed the directions through the "self service" system to cha

I had created a Koodo account via calling in to port over 2 numbers into new plans. Now that my sims are finally arriving and I’ve created my self serve account, I’ve realized that the Koodo phone rep (who was otherwise SUPER helpful) incorrectly opened 3 plans. I have no need for the third plan nor do I want to be charged for it.I couldn’t find any articles or other advice on how to proceed.

I have my phone under a device care complete protection plan. My phone is broken and needs to be repaired. I have tried several times over 2 weeks to start a claim to have it fixed and get the error message “Sorry for the inconvenience, this page isn't available. If you're a customer please visit https://www.asurion.com/about/contact-us/call”. The link is broken when I click it. I have tried to search a way to contact customer service and this does not appear to be an option. Any information would be appreciated. 

Hi I have some questions about the home internet service Koodo provides.Is there any activation fees and or router or modem rental fees or is it purely 55 dollars a month for koodo subscribes plus tax? Is it cable based? how long does this deal last where subscribes get it for 55 and will it change after you lock it in thanks for any help 

I just signed up to a 5G plan. The upload speed is throttled to such a degree where it is not usable for video calls.  I am getting around 100-150mbps download on 5g in my home area, and less than 10mbps (6-10) up. On LTE, I get 80-100 mpbs, and a similar upload rate.Testing in other 5G areas around the city, I have gotten 250mbps down and 50mbps up.  If 50mbps is the upload limit, there is no reason why I should not be able to achieve similar upload speeds when I can achieve over 50mbps download (in my case, 100-150 mbps as I stated above).There is no mention that upload speeds would be throttled at all on any of the plan information pages.  And now to find out that the upload is throttled, and to such a degree where I cannot use the service, is unacceptable. I ask that the upload rate limit is increased.   

I have had Stream + for quite a while now, however yesterday I got a message from Apple saying my Apple TV subscription through Koodo Stream is ending, and I will be charged the monthly cost of Apple TV unless I cancel before the billing date.  From Koodo’s website it appears Apple TV is still part of the stream + service, so I have no idea how to fix this.  Anyone know? Thanks

The information provided under the question: "Why am I not receiving my scheduled callback?" is simply not true.I don't have any customer care number blocked in my list or No "Call control " enabled.Then why are you still unable to call me or I'm not receiving any calls from the Koodo Customer care even after so many requests for a call?

If you are reading this because you received a phone call from a Kodoo telemarketer offering you shared data if you amalgamate your account with another family member’s - don’t activate the new SIM cards you get sent! I made that mistake and it cost me half a day of my life to fix the mess.BACK STORY: I received a call from Kodoo and was offered 60Gb of shared data for $65 a month if I moved my wife and mother-in-law over to my account - they were both under my wife’s account. I was also offered a $20 a month bill credit for two years. I said yes to the offer and a couple of weeks later received two new SIM cards in the mail. When I activated the SIM cards I checked my account online and discovered that we weren’t sharing data, all three of us had 60Gb of data. The kick in the pants was that prior to moving wife and mother-in-law over to my account they were paying $45 for 60Gb and $34 for 20Gb respectively. After moving them to my account they were both paying $65 a month. 

I'm trying to activate my streaming service for Discovery+ and it puts me in a login loop. From my Koodo account i go to watch Discovery+ and it loops me back to Koodo. This is what it says (Your Koodo deal has already been activated. Please login to access your account.) i try to log in but it tells me (Email or password entered incorrectly. Please try again). I go to forgot password and then it says request an e-mail to reset. I submit e-mail request, No e-mail forthcoming.  I’ve tried on various browsers and devices including smart tv, iPhones, iPads, Apple TV and Android box to no avail.

Dear Koodo Customer Service,I have recently ordered a Koodo SIM card online, and my order number is HFO3***. I saw that the package status is shipped, but I did not receive a Canada Post tracking number. How can I know when my SIM card will arrive?Another question I have is how to transfer my current Fido number to Koodo. I watched the video on your website, and one of the steps is to register a Self Serve account. But when I tried to register, it asked me for a Koodo phone number, which I do not have yet. How can I register for Self Serve and transfer my number? I received an email with my Koodo account number and a phone number starting with 905. Is that the number I should use to register?I appreciate your help and prompt reply.

I recently switched to Koodo phone plan for just a week but then I found a better phone plan deal elsewhere so I have cancelled my Koodo account. However, I just saw my Koodo bill and they are charging me for an entire month even though I only used it for a week. Do I still have to pay for the entire month or will they give me back my money in the next billing period?

My husband signed up for Koodo on black Friday. It took so long (5 days) to get his email that he missed out on the plan deals. He called and they said they couldn't apply it now. Being that you can change your plan once per cycle, does his sign up count, or can he still change his plan within this billing period?

I purchased a BYOD Data plan and am expecting delivery of a SIM card.  I received the email that  said "My order is on its way" but there is no tracking info in the email.  The email shows Order number: HFO36783317 which is a hyper-link to UPS.  But the email says the package is "via CANPOST REGULAR MAlL".The order date was Nov 23 and shipped on Nov 25.  It is now Nov 30.I would like to know the tracking number.  

Last year I got the $65/mth 50 gig plan with a $20.00 credit for BF.  Last week I saw that Koodo was offering a $70.00/mth plan with 120 gig plan so I switched because for my needs it was a good deal. Today Koodo is offering the same plan for $65.00. I switched to that this morning without thinking if I was still eligible to keep the $20.00 BF credit. Can someone tell me if I still have it or not?