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3996 Topics
C
Customer10047Beginner
asked in Other
roamig issuse

I am travelling and turned my cellular on with roaming OFF. I then got a bunch of text messages and an email saying I was roaming although roaming was off. when I go on Koodo it says “add easy roam” but then it also says I have easy roam. I do not want roaming on at all, but it won’t let me turn it off jn self serve because it says I can add it.I don’t understand how I am now being charged for roaming when I had roaming off… I am worried this will keep happening.  I can’t call Koodo, and can’t find a contact email. I am hoping to chat with someone to get this sorted as I don’t want to pay $15+ for roaming a day when I shouldn’t have been able to roam… If anyone knows how to contact Koodo without phong, or how to resolve this please  let me know!

762
Dinh
1 year ago
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ericsanBeginner
asked in Plans & Add-ons
$55 - 40GB Unlimited Canada-US minutes Quebec Plan

If I change to this plan will I still get charged for raoming fee when I’m in the US and calling US phone number or Canadian phone number ?

881
Bernard Koodo
1 year ago
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Dancia DancerBeginner
asked in Billing & Payments
Made a payment plan, and then Koodo took out the money anyhow.

So last night after a very difficult couple of years I finally got around to figuring out my bill payments and made a plan to get all caught up, as well as still be able to afford food for my family and everything else. Part of that plan meant making some payment arrangements wherever possible - so I logged into all my bill accounts (gas/electricity/phone/internet/etc) and was happy to see that KOODO, though somewhat unexpected, was one of the companies that was willing to offer an agreement. So, I set things up to pay 120 now, 120 in a few weeks, and then the remainder after that - bingo-bango-bongo click accept, and BAM - arrangement made (I did indeed take a screenshot of the confirmation). Feeling good about things, I decide that rather than wait the alloted couple weeks to make the first payment I can pay it now, so I do - cross off $120 of what’s owed and YAY, good times ahead right? Well, today when going to buy groceries I suddenly find that I am unable to purchase what I was g

1205
K
1 year ago
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elyp99Beginner
asked in Self Serve
Registration not working

Hi! I’m new with Koodo, switched over from Telus. I have been prompted to sign up for self serve. Every single time I have tried to do this over the past week, the live chat stops responding after my postal code. I am super frustrated and wondering if anyone can help. At this point I have been unable to access the livechat at all. 

1552
Bernard Koodo
1 year ago
R
RungrojBeginner
asked in Plans & Add-ons
received promo via text: how do I check the conditions before accepting it?

Hi all. I’m a pre-paid customer and I received a text offering 12GB per month for $30 on a post-pay plan. I was given a promo code too. But then I saw the dreaded “Conditions apply”. I can figure out how to activate the new plan, but I can’t see the conditions. It looks like I’d have to activate the plan BEFORE I can see the conditions. The plan is not listed as a standard plan.

1723
G
1 year ago
Aster
AsterOrganizer
posted in Other
Rep Feedback - Salvador

I wanted to rate a rep that I spoke to recently but that rep was the second one I spoke to that day as the first rep transferred me to him.Since I was transferred and did not speak to him initially the text message I received to rate my experience with the rep for that call was the first rep I spoke to who could not help me and transferred me. So I wanted to send a quick feedback for him as he definitely deserves recognition for his work. I spoke to a Salvador on the 9th of August at around 9:05pm or so.  I wanted to rate him a 5/5 across the board. He was very helpful, kind, personable, attentive, sensitive, and overall had a good attitude. I enjoyed my call with him and as someone who has worked customer support I can tell that he is an amazing fit for the job. He genuinely seemed like he enjoyed helping me out and our conversation.Please make sure this gets to him. Thank you.

904
Aster
1 year ago
Chris Riehl
Chris RiehlBeginner
asked in Self Serve
Schedule Call Back

How do I get a Call Back scheduled so I can speak with someone???  Need to reset my email and password.

90988
D
1 year ago
Sherri Schmidt
Sherri SchmidtBeginner
asked in Plans & Add-ons
adding a second line

I recently switched to Koodo and have been trying to set up a second line to my account online to transfer my daughter over to Koodo and keep getting stuck.  I get as far as them sending me a verification code and when I enter that the screen goes white and nothing happens.  I want to do this online so I can avoid the extra charge in store to get a SIM card.  What could I be doing wrong?

3563
Dinh
1 year ago
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Happyc13Beginner
posted in Billing & Payments
derogatory credit report

Hi guys  I am a Koodo customer , I went to port into virgin in May 2023 Koodo offered me a deal and I came back to koodo..koodo sent me an email saying that they will let me know the bill from old account … on my new account I have never missed payments …to my surprise when I was checking my credit report , there was a derogatory remark which made me so much stressed , I did research and it says an open account with my old Koodo account number … I called Koodo yesterday ,, the guy over the phone told me that’s it’s there bad and they want to rectify … I waited an hour on call and the guy after putting me on hold said that they can’t do anything since it’s with collection agency I called collection agency and they say talk to Koodo ….   now the thing is if there was something on my old Koodo account why was there no communication for the bill for 3 months ? Next , the guy from Koodo talked me yesterday and said they shouldn’t have made a new account since I was returning to Koodo ? my c

6074
Darius Koodo
1 year ago
F
Fred GreidanusAdvocate
asked in Other
Bad cellular reception within Koodo coverage area .

I visit a cottage in North Sauble Beach and despite being within the Koodo coverage area cell reception is extremely slow and frustrating.  This has been an ongoing, issue, many years. Who do I complain to ?

2644
BobTheElectrician
1 year ago
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DoubleCHBeginner
asked in Billing & Payments
I was charged EasyRoam with SIM card disabled

EDIT: Resolved.I was in the US Jul 22 and 23 with a US eSIM so I disabled Koodo SIM card, yet I was charged EasyRoam on Jul 22 but not Jul 23. My self-serve page shows no min or txt but on both days some random data usage, which should not have occurred with my Koodo SIM card disabled. If those data usage on both days was valid, why did I get charged EasyRoam on 22 not 23? It must be an error in the system. Also, the data usage is very suspicious because they are identical on both days. I arranged a callback as soon as I found out but the rep said couldn’t do anything until it’s on the bill. I’ve just booked another callback but just want to ask around while waiting.Chris 

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D
1 year ago
Nathalie Roy
Nathalie RoyBeginner
asked in Billing & Payments
Prepaid account suspended? Wheb I have 125$ available in balance

Hi guys, my prepaid suppose to renews today (14th) but now it says suspended!! I have 125$ in my credit balance. Of course chat with them is useless so I am at lost!This is my first time with koodoo and since I don’t have a credit card, I bought vouchers and add 125$ to my account (which is showing in my balance), that is what I was told to do. So now apparently I am out of 125?? Why don’t they use my balance? They say suspended and need to pay to reactivate.thanks for your time

1004
L
1 year ago
shauna0518
shauna0518Connector
asked in Plans & Add-ons
how many phone lines can be added to one account

I am Just wondering how many lines can be added to my account ? I have 5 right now and wanted to add one for my elderly mother but it is saying online i can not  add anymore lines 

3178
BobTheElectrician
1 year ago
Rob22
Rob22Beginner
asked in Plans & Add-ons
European phone - activate onto Koodo

I have someone coming from Europe with an iphone 14I want to get them a prepaid Koodo account and a Canadian phone number.I cannot figure out how to do it  online.  Is it possible  ?Thank You, Rob

274
D
1 year ago
C
ChrisHrycBeginner
asked in Billing & Payments
Tab balance 0 but bill is the same

My tab is paid off as of last month, its shows 0 in the balance section but my bill is still being charged for it. Do i pay the bill as is and get a credit on the next months bill or pay the bill minus the tab? please help the bill is due on the 17th. Thanks

695
Dinh
1 year ago
John Zarubiak
John ZarubiakRockstar
asked in Plans & Add-ons
5g

When is koodo going to have 5G public mobile now has it Virgin has it even freedom? Let's get it together here guys

29913
Allan M
1 year ago
A
armenndsBeginner
asked in Plans & Add-ons
The data usage and calculation error

 Two days ago I get this offer for $39 25gb data and switch to this plan asap(from a 3gb plan). And I receive shockfree message within a day and i see my usage shows i only have 2.5gb instead of 25gb. I schedule a call back with an agent however he said everything is correct it is just a display error from gb to mb?Because i need data so i instantly add an 3gb afd-pack, it shows i have 5.5gb now. Is there a bug for this new propotion plan???need help and what to know what happened! thank you guys!

1503
Allan M
1 year ago
A
armenndsBeginner
asked in Plans & Add-ons
Keep current minimum plan after change plan

Hey!Due to family and mirrage reason, I have to live outside Canada, however I really dont want to lose my phone number. So to keep it minimum, My current plan is $35/mon for 3gb data, And I will be back to Canada for 2 months, however currently for change my plan the only options are from $50 - $60. So I guess after I change my plan to $50 for following two months, however will no longer have $35 plan. $50/mon for just keep the number seems a lot. I acknowledge the sesional hold, however I may be outside Canada for more than 12 months. Pleasse give me any suggestion!!! Thank you everyone!

1233
A
1 year ago
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dreamingairBeginner
asked in Plans & Add-ons
upgrated plan to 60G at 5G, after change account only shows 6G data with 2.9G rolled over from last month

I just change my plan this afternoon to 60GB at 5G and billing cycle ends every month on the 14th. Somehow, i started receiving usage notifications later today saying i almost used up my data which is only 8.9G (6G from monthly plan and 2.9 rolled over from last month). I am very confused, as I have checked a few times my plan and am sure it includes 60GB data. Hope anyone here can help me. Thank you and appreciated. 

762
D
1 year ago
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ShabadBeginner
posted in Billing & Payments
my data paused

From yesterday i am calling  1000 times to customer care. You are not answering.. why my data is paused i already paid my bill

473
Allan M
1 year ago
G
GuylameBeginner
asked in Plans & Add-ons
Whitelist number for vowifi

Hi,I would like to get access to vowifi functionality (device sadly not supported, even though this was the sole reason for switching from Public Mobile). How does one go about getting their IMEI whitelisted?Thanks!

352
G
1 year ago
H
Henry2023Beginner
asked in Plans & Add-ons
Full access to data or is it prorated?

Hi, I switched over to Koodo from Rogers last night and I was told that I won’t access the full data (40GB) until the next billing cycle starts and instead the data gets prorated for the remaining days of the current cycle. However my account make it looks like I have 40GB now already.        1. Is this just a glitch in the system?Also,How is it that my account says “3 days left” when it is Aug 11th today? Isn’t today counted? Isn’t it Aug 11, 12, 13, 14 = 4 days left?  Thank you in advance.

154
H
1 year ago
K
kavadiBeginner
asked in Billing & Payments
Charged for easy roam 2 months in a row - need refund

I was charged for easy roaming 2 months in a row, so $48 each month,  when I haven’t left the country since June. Can someone refund me please? Thanks

422
Flo Koodo
1 year ago
S
StewartSGBeginner
asked in Self Serve
Updating billing address isn't working

I’ve tried updating my billing address using self serve but it doesn’t seem to be saving. I can find the new address with Canada Post but saving it doesn’t seem to update my billing address. Any way to fix this without calling?

424
S
1 year ago
M
M.MacDBeginner
asked in Billing & Payments
Charged for Easy Roam but never left Canada--need a refund

Although I didn’t leave my hometown in southern Ontario, I received a message from Koodo yesterday that said “Welcome to USA!” and indicated that Easy Roam had been activated. How do I go about getting a refund?

1153
D
1 year ago

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