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3970 Topics
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Meghan CalderwoodBeginner
asked in Billing & Payments
Charged easy roam while in Canada

Hello,on Aug 12 and 15 I was charged for easy roam while still in Canada. Is it possible to have these charges reversed?-Meghan

431
Flo Koodo
1 year ago
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ThaoBeginner
asked in Billing & Payments
Payment issue

Hi, I'm a prepaid customer. In June, I set up an automatic bill payment in my bank account but it didn't work so in July I got an invoice with  $113.68 (with 56$ due from June). I accidently made 2 transactions, one was on July 05 with $56 and the other was on July 31 with $113.68 so in total I paid $169.68 which should have been $113.68 for June and July invoice. I've just received an voice of $56 for August while I already transfered extra $56 from last month. Can Koodo's customer service please check?

985
Sophia
1 year ago
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jfgouletBeginner
asked in Billing & Payments
Business trip to USA

Hello,I was in California in July and just recently checked my bill only to realize that it’s crazy high compared to regular months. It looks like I was charged for phone calls I had made because I had lost my passport in the inbound plane. Luckily, I found my passport and was able to return safely but nonetheless, I am not happy to see that two phone calls are costing me about 100$ more than usual. I have the wifi calling option turned on my phone and was really sure to be connected to the free airport wifi when doing the calls. Also, I had opted for roaming by answering “YES” to the automated text message when landing.Anyways, is there a way to contests these fees and settle an agreement? 100$ for a couple phone calls is a bit ridiculous in this day of computer age and if I had been well aware these calls were going to cost me that much, I would’ve opted for an e-sim or some roaming plan in the first place.

1327
BobTheElectrician
1 year ago
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Jonp81Beginner
asked in Plans & Add-ons
Get 20GB of data for only $39/mo.1 When you bring your own phone.

Koodo monthly member, why do I need to buy a SIM card to change my plan?

932
Mayumi
1 year ago
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wvcBeginner
asked in Plans & Add-ons
How to tell if I am paying for 4G/LTE or 5G?

I have seen advice to check your plan details to see if you have 4G/LTE or 5G support. My plan (pictured below) is quite old and does not state this information. How do I know what I am paying for? 

2662
W
1 year ago
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BanAdvocate
asked in Prepaid
koodo prepaid

Hello I was wondering if I can pause a prepaid plan for just a few hours or a few days?  I only see the one for 6 months and with monthly payment   Thanks

1195
B
1 year ago
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FSSConnector
asked in Other
transfer of sim card

I transferred from virgin to kodoo at a promotional event and today when I called customer support they are saying there’s no card registered under my name. The day when I purchased card the rep there didn’t asked for any payment and today my account ended up having a hard enquiry of credit check. In first place I wasn’t even told that a credit enquiry would occur. It’s very strange and he even didn’t gave me a copy for records except just the card. 

2119
F
1 year ago
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MTBR2013Beginner
asked in Self Serve
Help Activating Self Serve Account - "Service Unavailable"

Hi,I have just received my SIM card from Koodo and Koodo sent me an activation link via email, but the link does not seem to work.. I have tried multiple times to finish registration for the past few days but have always had the "Service Unavailable" or “try again in 1 hour” message come up. May I please ask for help with this? Reading other threads, I’m getting the same problem after using Koodo assist saying "incomplete registration" and that my email was already used in a partially created profile. When I press resend, it goes back to the service unavailable page....edit: looks like a Koodo rep/admin resetting my email might fix the problem?Thank you in advance!

3272
M
1 year ago
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3thanBeginner
asked in Self Serve
Cannot register for smart serve

Got sent a registration email a week ago while I was out of town, whenever I click it it tells me that “this service is unavailable right now.” and to try again in an hour. It has been three days. I tried registering my account with that Koodo Assist thing, whereupon filling out the file it told me that my email was attached to an existing account, and to click a button to resend my registration email. Clicking the button leads me back to the “this service is unavailable right now” page and sends me no email. This is obviously extremely frustrating, how on earth am I supposed to use my account?

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3
1 year ago
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brandimoreBeginner
asked in Plans & Add-ons
Data at 5G speeds up to 250 Mbps

Hi ThereI got a text saying I could upgrade my plan for $55 to 50gig and 5g. When you look at the plan it says 5g and then (Data at 5G speeds up to 250 Mbps)Can someone please explain in a bit more detail what this means? Does it mean after 250mbps that you drop down to 4g?I checked the map coverage and the Kodoo one says only 4g and 4g lite. But when it says to check the telus map, my location shows as 5gCompare our coverageKoodo runs on TELUS' award winning 5G and 4G LTE networks. Our below 4G coverage map is under construction, but you can check out the TELUS coverage map here for an updated look at our 5G coverage. So based on the above, I can utulize 5g where I am, but I just want to understand more about the limit proposed. Thank you!

9911
R
1 year ago
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strBeginner
asked in Prepaid
charged for incoming calls originating in canada

why on a $15 plan incoming calls are  counted in the 100minutes, the plan states incoming calls originating in Canada are free?

2046
Darius Koodo
1 year ago
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morningowl22Connector
asked in Plans & Add-ons
I want to switch my plan without paying $50

I’m just looking to change my plan without paying the $50 charge. I’ve been on calls with 3 different agents and I’m still under the same plan.   

14410
Timo Tuokkola
1 year ago
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YannisConnector
asked in Plans & Add-ons
AloSIM

I travel around the world a it and signed up for AloSIM. However when I try to install the sim on iPhone pro max 13 I get an error that the device does not support esim technology. Any ideas?thanks

1715
Y
1 year ago
MDavid
MDavidConnector
asked in Self Serve
You've exceeded the maximum number of unsuccessful attempts ...

 I keep getting this message all the time no matter what I do, for like a month now. Even had to login trough facebook to write this message.  So frustrating as there is no answer to this problem anywhere and i’ve waisted so much time trying to fix this.“You've exceeded the maximum number of unsuccessful attempts and your online access to Self Serve has now been locked. To prevent unauthorized account access, we limit the number of login attempts. To regain access, please try again in one hour.”

9503
MDavid
1 year ago
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CJWConnector
asked in Plans & Add-ons
Understanding Phone Minutes Used - Koodo Online Account

On my on-line Koodo account page, the total number of phone minutes showing under the tab View Usage is 441 / 901.  What do the 2 numbers represent?  How is it determined and what does it mean?

1218
C
1 year ago
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CindibindiBeginner
asked in Billing & Payments
How can I tell if my esim is working and I’m not paying for roaming?

Is there a place I can see if my Esim is working? I am currently out of the country. Pretty sure I have it set up correctly, but when I go into Usage, it doesn’t really tell me much. Don’t want to get hit with a big bill when I get home. I have roaming on (part of the instructions with the Airalo esim) but I have the esim set as my primary SIM card. Thanks!Cindi 

3747
Timo Tuokkola
1 year ago
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MtbrydgesmanConnector
asked in Other
Easy Roam - Charged while in Canada

I was charged for Easy Roam without leaving Canada.  I received a roaming alert on June 30, 2023 while travelling from Kamloops to London Ontario on West Jet.   My only layover was in Calgary, Alberta. How do I have the charge removed?

52210
R
1 year ago
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ToryDBeginner
asked in Billing & Payments
Trying to find a receipt for December 2021.

I need a receipt for an IPhone purchase that I made in December of 2021.   In my searches online I only seem to be able to search back 18 months of bills.   On my tab I can see that I added the new phone on Dec 18 2021 but none of the details.   Anyone have any help suggestions?  I need it for a proof of purchase with Apple Icare for repair purposes.   Thanks in advance. Tory

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T
1 year ago
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jennyhoangBeginner
asked in Billing & Payments
Why was I charged a connection fee and how to waive?

I understand that if you go in store or use the phone to create a account with Koodo, you will be charged the $60 connection fee. However, if you do it online it will be free - great!So that’s what I did. I signed up online and got an e-mail confirming my order and was provided with a order confirmation. Yay! The next day though they informed me that it didn’t go through the system and I had to go in-store to set it up -- which means I’d be charged the connection fee. What?? That doesn’t seem fair. So my partner and I (who is also setting up his phone with Koodo, and got the same error) called someone from Koodo customer service who informed him that he CAN in fact sign up in store but because we went through this route and had this error, we can call back or contact Koodo and get it waived, after the first bill comes out. So we did that...and guess what? Koodo said that they can’t do that because we did it in store…but HELLO! We both got order confirmations from when we signed up ONLI

27382
Bernard Koodo
1 year ago
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danielkouBeginner
asked in Billing & Payments
$60 Connection Fee

I recently opened a Koodo account. I am a new resident to Canada, so maybe there’s some issues with my IDs/addresses/etc but when I tried registering online, it would process and complete, but then 1 day later I’d get an email saying my order was cancelled because my identity couldn’t be verified.When I called Koodo support, the customer rep told me I had no choice but to go in store to activate my account. When I asked him about the connection fee, he assured me that the $60 fee would be waived for me because I had no other choice except to go in store.On my 1st bill, I see the $60 on my bill. When I call Koodo support, this time the customer rep tells me there’s no way to get it waived, and there’s no record or note on my account saying that the fee could be waived. Well of course there’s no note, because I did not have an account at the time I called in the first time. I feel like I’ve been “tricked” into opening a Koodo account. If I hadn’t been assured by the rep that the fee coul

5734
G
1 year ago
William Frank Wall
William Frank WallBeginner
asked in Billing & Payments
Koodo and my Phone Disagree on my Data Limit

My phone says that I’ve used only 296MB of my 2GB limit.  But I was getting text messages from Koodo saying that I’ve used up my 500MB limit.  Why do they disagree?  Makes no sense.

575
Allan M
1 year ago
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kippaxiaBeginner
asked in Plans & Add-ons
voicemail

what is the difference between Premium voicemail and regular voicemail

2881
Dinh
1 year ago
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CamThompson360Beginner
asked in Plans & Add-ons
VoLTE acrivation S23

I can't seem to get VoLTE setup on self-serve. Can someone help me activate that on my phone so ai can use WiFi calling?   I am getting an error that says it "doesn't recognize my number" when I try to enter it.  ThanksCam T

2073
R
1 year ago
RobertWein
RobertWeinOrganizer
asked in Billing & Payments
I upgraded my account, but what I see is less?

Yesterday I upgraded my account, to the 35 Gb plan But I just looked at where I’m at, and what it shows is FAR less than I used to have!!  Anyone have an idea what’s up, or is it simply time (it’ll switch when the month ends).   Thank you!

413
RobertWein
1 year ago
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SeanOConnector
asked in Self Serve
Help Activating Self Serve Account

Hello!Sorry to ask but I am having trouble activating my self serve account. I ordered a postpaid sim card and Koodo sent me an activation link via email, but the link does not seem to work.. I have tried multiple times to finish registration for the past few days but have always had the "Service Unavailable" message come up. May I please ask for help with this? Thank you in advance!

1778
S
1 year ago

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