Managing your Services

What are the airtime charges when I make a collect call to Canada from overseas?There is nowhere on the website where I can find such info and I only found out I was charged after receiving the latest bill.

My Koodo internet doesn’t work for more than 8 hours, when will it be up?

How can I activate international calling? The pay per use international calling is in my self service tab, but I still can not make calls.

Hi there, I am not using my Sim card for three months as I am not in Canada but still there's a huge bill of 1111$ (including my plan and tab bonus) how can I stop my all services and pause the late fee submitting charges as I can't pay the bill until I arrived to Canada. Or I don't need to do it as my account is canceled due to not submitting the fee?Still there be charges for late submission how can I get rid of them as I am not in Canada?

Last December 23th, 2023 I called Koodo to close(cancle) my account. Because I was planning to leave Canada. I closed my account with the employee through the call. When I asked if there is any additional cost that I have to pay for the rest of the day, she said that I only need to pay for the additional 3 days. She said that the cost was $7 and when I went to the website, It was charged $15.68. I don't know why it changed, but I paid $15.68.After that, when I logged in to check if my account was canceled, I saw that $31.36 was charged for the January charge. I am not living in Canada right now, so it is difficult to make a call.  When Koodo staff see this article, please check this again and close my account. Thank you.

I presently have a free add-on “1000 Intl LD min Bonus V2”, but I’ve forgotten the details and cannot find them anywhere on the site.What countries are included in this add-on?  Does the list change from time to time, or is my list of countries ‘locked in’?If I change to a different monthly plan, can I transfer this add-on as-is?My current plan also specifies “ Unlimited international messaging (text & picture) “.  What is the difference from the perk called “ Unlimited International SMS (from Canada) “?

I was with Koodo up until I signed up for a Black Friday deal with Public Mobile.  I switched over and received my final pro-rated bill from Koodo shortly thereafter. A month or so later, I received another bill for long distance charges on a call the same day I was porting my number.  I had Canada-wide free long distance, so it shouldn’t have been as issue. Anybody have any idea why this would happen?

HelloI have 3 lines (mine, my wife’s and my daughter’s). Last Saturday I scheduled a callback for this morning at 9:00 am to cancel my daughter’s account who lost her phone. the lady clearly said that that to make sure which number to be cancelled and not to cancel another number she repeatewd the number *** *** *206 immediately afterwords the conversation was cut off and later i found out all the three lines were cancelled.! Is this a joke or what.  Whast is going on.  I explained why I wanted to cancel that line and she understood so I thought. Update: The phone is found so please restore  my daughter’s phone as well as the other two *** *** *49 and *** *** *560. Hope to hear from you soon.Regardas Raffi 

I have been plagued with nuisance calls from unsavory associates. I want a new private phone number to proceed into the new year. I've tried to find the link on  on you web page to no avail.  It is getting frustrating to even access Self Serve. Your system keeps circling back to a previous page each time I try to access services. I am even having difficulty try to set up a call back. The system again does a complete cycle back to a previous step or page.

My unlimited long distance issue with the perks was resolved last month but my new bill I am still  being charged 48.80 for Dec 11,2023. It must have been missed when the issue was fixed. Also, when applying perks, there is still issues applying them. I couldn't change my one number to the cheaper 50$ plan because I was afraid the same thing was going to happen again.

Not able to change the APN on my Asus mobile phone.  There is an error message the says “Carrier does not allow adding APNs of type*

Koodo is currently advertising $20 off home Internet packages for existing mobile customers. I am a prepaid user but when I click the promo link to sign into self serve, it only goes to the regular prepaid self-serve page and doesn't offer anything further. Can someone confirm whether this promotion applies only to postpaid accounts? Even without the promo, this is about the same as what I was paying Fido for home Internet before they increased the price and stopped offering it to new customers.

I have a ZTE  home phone, we’re going to Florida in April for a month.  Can I bring the module with me and will it work and at what cost? Also have a prepaid account with my iphone, how does that work?Tks

Hi all; I currently have 3 phones on my account and one belongs to my teenage daughter.  I am wondering if there is a way to turn her data on/off without using HER phone?  My other daughter has her account with Telus - sister company, and there is a toggle switch under USAGE that allows me to turn off her Data when she is being a Tazmanian teen….not looking for when the data is getting close to being used up, but rather as parental control :)   I tried calling Koodo, and I just keep getting told how to put warnings etc on for data usage, or how to turn it off using HER phone.

Earlier today my phone suddenly notified me with “SIM not provisioned for voice” and won’t reconnect to Koodo prepaid.  I’ve been using this SIM and phone for over a year and my account is in good standing.  I’ve tried restarting the phone and I’ve also tried reinserting the SIM card, with no luck.  My account profile has the correct SIM number listed.  Any ideas on how to fix this?Thanks,Mike

I went to Japan and sent a text to Canada with roaming disabled on my SIM card, yet was still charged Easy Roam $16.00.  Is this an error or did I need to disable easyroam in self serve too?Without easyroam, it seems like the text would’ve cost me $0.60 - is that correct?

According to Telus I am in a purple 5G area, but I have been running Speed Tests on and off and my numbers are barely 4G never mind 5G.I have a 6 month old Koodo iPhone 14 Plus and I am on the $60 5G Can-US plan. I have tried different troubleshooting like resetting Network settings, taking the SIM card out, etcHere are some Speed Test numbers which are mostly dismal - but what throws me is every now and then (but not often) there is a decent number. The 180 is the best I have seen. Any suggestions? 

I have been getting repeated calls (around twice a day on business days) from the number 1-888-338-1487. I usually don’t pick up, but when I do it either hangs up or on the one time I made it in time they asked for my father who is no longer the owner of my account.I had called back and it said it was Telus and brought me through the automatic menu and I eventually told the customer service person that picked up that I would like to be taken off their call list.However, I still get calls from them. I don’t want to block a real Telus/Koodo number in case they need to reach me but I don’t know if this is a legitimate number they use.

I convinced a friend to sign up for the $35/50gb plan. He was told by a rep he could not use the Refer a Friend discount on that plan. Is that true?

Hi everyone,I added Visual Voicemail to my account this evening. I also have Premium Voicemail as my free perk which includes Instant Voicemail.After adding V/Voicemail, I am still getting Instant Voicemails. Can this be removed from my account or do I need to remove Premium Voicemail?Thanks,Steve

Poking around the website, there’s a deal for 60GB data for $50 so I decided to upgrade. At the same time I ordered the Google Pixel 8 for $10 x 24 tab. To arrive at the $0 upfront for the phone (as advertised) I had to choose Tab Mid. Going through the ordering pages it said that I will be able to add a free perk after completing the order. I don’t see an option to add free texting (one of the advertised perks).What gives? Anyone know how to add it? 

Hi, its unclear to me how long the $20/month off on internet currently being offered will last. What is the promotion end date thanks!

I recently ordered two SIM cards (different order numbers) that had the black friday deal, $34 for 40 GB. I got two emails for the account numbers, but the account number was the same for both emails. Now when I log onto self-serve, one number has the deal but the other number does not have the deal. Why did this occur? I also do not want these numbers on the same account. I assume I should contact Koodo regarding this?

Happy 2024 everyone! I recently joined Koodo as part of the Telus Fiber hookup in our house.  while I was negotiating the plans I was explicitly told there was an option to throttle or pause data on the phone plans to prevent the kids from going over.   on the website it actually states this is an option however now that I’ve moved our phones from Rogers to Koodo I don’t have the unlimited Data perk available, just rollover.   Obviously this is a little disappointing but I’m starting out assuming it’s something I’m missing and not a deliberately misleading assurance I was given from Koodo’s rep.  it was a really great conversation and I’m hoping it keeps going this was lol.  can someone help me out making sense of the current situation? thanks!

Hello, I have account with 3 lines of which I am the owner and yet all promotional text messages are being texted to my wife’s number, they’re addressed to me but sent to her number. How do I make a change to have them sent to my number instead. Thank you in advance for your help.