Managing your Services

Good Morning!I started this discussion post because I have a (seemingly) simple question yet I cannot find an clear answer anywhere. A lot of conflicting replies on older posts.Last Black Friday, I ported two numbers to Koodo, one for me and one of my partner. I was offered the “60$ per month” plan with 25gb 4g data and some other perks WITH an 20 dollar as well as a 5 dollar monthly credit for a total of 25$ off every month. This made the base plans 35$ a month essentially.Now, I was checking the self serve to pay a bill and an offer popped up, it said I can get 60gb of 5g data for 60$ a month.My question is, if I were to switch to this plan, because the base price is the same as my old plan, will the 20+5 credit also apply to this new plan. In other words, will I still be paying approximately 35 dollars because tax for 60gb 5g data?Thanks in advance for your help here!

Ok, so for a brand new number that's only 5 days old, it's already getting spam.  How?  There has been one call and maybe six texts on the entire phone.It's a new phone!Argh…Ox

I want to talk to a person, but I can’t schedule a call back because I only have an american number. I want to talk about options for pausing my account, but I can’t get a person!!! Thinking of just cancelling my phone completely because of this terrible useless lack-of-customer-service loop I’m stuck in. Help!

Hi,I am having issues trying to port from a Telus account.   I have tried entering both the account number and IMEI and neither seem to be working correctly even though I have copied them directly from the Telus bill.Any assistance would be appreciated.KC  

I have read through this:  This was after spending about an hour with a blunt/arrogant phone rep who spoke like either I was lying or I wasn’t understanding what he was saying:I had Easyroam activated so that I could use roaming.All that happened was Koodo’s nice welcome message to easyroam. I wasn’t able to receive/make any calls or texts or use data. The arrogant rep said he couldn’t see the details and “as per company policy...”It isn’t just about the money but the service that one should be able to use when they need it.Learnt the hard lesson. Porting over. 

For the countries that are included in the free long distance perk, does it include mobile phones? For example, can I call France mobile phones or is it just landlines? This is not mentioned in the perk info.

Hello! I recently switched to a 5G plan and did a couple speed tests today and they are all at 4G speeds. You would think that this would be all automatic but is there anything that I could do? The speed tests I ran were on speed test.net and fast.com

I cannot find any information on calling from the USA, to a Canadian number, using US talk booster minutes.  Does such a call require a long distance booster as well?

I’m trying to add rollover data for my 3 lines for the last 6 months, I think, and always i get this message that I should try in an hour. And the chat is doesn’t help at all.Do I need to use another browser or the plans are not OK?

Hi, I like to pay my bill the day I’m notified rather than the day it is due. But as you can see below in a screenshot taken today the ‘pay now’ option is greyed out. I cannot pay my bill.This same thing happened earlier this year to me. I made a previous post on it located here:In the end, the solution that time was that is was a glitch, but one that required a representative to personally look into it and get it fixed. Could someone do that for me now, please? It would be appreciated.Also am I just unlucky for this to happen twice? Maybe.Thanks for looking into it.

I tried to transfer my phone number from my rogers account but I never received a text authorization text to respond YES to. I got a text a few hours later asking to reinitiate the request but still no text. The number I wanted to transfer to is now listed on my koodo account even though it says the transfer process was cancelled.  I can still call with my old rogers sim card. I don’t know what to do now? 

On my most recent bill I have an non-specific “third party service purchase” of $11.10: When I checked my data usage I see the following for one day (Aug 23) which corresponds to the extra charge of $11.10. I have no idea what the source of this charge might be, and I’d like it clearly identified before I pay it. I find it unconscionable that Koodo places third party charges on a customer’s invoice without identifying the third party. This puts the customer in a position wherein they don’t know if a third-party charge is legitimate. That’s ridiculous. 

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

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?

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.

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

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? 

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

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. 

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!

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?

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

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

 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.”

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?