Managing your Services

Hello,I subscribed to Stream+ for a while and it also came with CBC Gem Premium and ICI TOU.TV Extra as free add-ons.I recently cancelled my Stream+ membership, but I noticed that my CBC Gem Premium and ICI TOU.TV Extra subscriptions were still active at no cost.  However, I haven't been able to find any way to link my existing accounts with these services to my Koodo account - at least since my Stream+ membership ended.Although ICI TOU.TV provides a link to Koodo for subscribers to complete the process, it takes me to the checkout page but when I go through the steps it takes me to a page saying “Thanks for your interest! To subscribe to Encontinu+ or Illico+: You'll need to have a mobility or internet plan first. To subscribe to YouTube Premium: You'll need to buy it with Stream+.” and nothing changes on the ICI TOU.TV side.Is this a glitch, or is it just that I'm no longer eligible for CBC Gem Premium and ICI TOU.TV Extra since I'm no longer a Stream+ subscriber?Thanks in advance.

Recently, someone explained to me how they went through your whole 611 shenanigans just trying to arrange a support call. The callback system might be acceptable if it actually worked properly—and if your robot bothered to clearly explain when nobody could contact you because support was closed.I have now spoken with several Koodo customers who have expressed serious discontent with this system. Honestly, I was almost relieved to discover that I am not the only person who feels this way about how Koodo handles 611 support situations.Your customers get sent on quite the obstacle course just to ask a basic question, get information, or have an overcharged bill corrected. Ultimately, it feels like a disrespectful way to treat the very people paying for your service. Everything about the process spells terrible customer service.Explain this system to people in other countries—or even to Canadians using different carriers—and they suddenly feel grateful they are not with Koodo.Here is how t

Hi! Sorry to bother you, but it seems I accidentally clicked to pay my entire phone balance in full. Could you please let me know what I should do in this case?

I recently added the Mexico Caribbean 7 day easy roam to my account for $49. However when I landed in Mexico I received a text saying my easy roam charge would be $18 a day that I use data or call or text. Why? Is this just a generic message? It says on my account that the 7 day package is added and will be applied automatically when I land but I’m not sure why this texts says otherwise and want to avoid unexpected charges. 

I received $64 worth of roaming charges from June 26th-29th and I was just travelling up island, I never left the country at all.Please reverse these on my account. Thank you

I just activated my rooming can you check if it is working?

I recently deleted my my esim from my old phone thinking I could just transfer it from the site but when I realized I couldn't and its already been 2 days without a phone cuz there's no one around and I can't get to a kiosk so I'm stuck with no phone or data just my computer with a wifi connection I need a QR code for esim activation sent to my email PLEEASE its the one attached at *********edited by moderator to hide personal information

My mother has been locked out of her Koodo account by a scammer, with her login email as well as her password changed. Koodo only offers a callback more than 12 hours from now. How can she access her account to prevent fraud?

Hi there, I have moved out of Canada for 2-3 years., so I would like to discontinue my plan with Koodo, as well as paying off my balance. Is there any guide to do so from outside Canada? Thanks 

Hi Koodo Reps, an accidental Tab payoff was requested in Self Serve for phone line ending in 6923. I did not mean to pay off the Tab early. Could an official moderator please access the account and reverse this Tab payoff request back to the monthly setup? Thank you!

My account was suspended due to non payment but it has since been paid in full when will it reactivate or how do I call to fix this i need my phone today im waiting on a call from the court regarding my divorce.

I am trying  to find my account number  but have no luck I need help

I just joined stream+  today and had no problems activating the Premium versions for Netflix, Disney & Amazon, however I never received an activation email from Telus for their Film option.  When I go back to the KOODO self service section, it says Stream+ is active but won’t allow me access to select the Telus option.  it takes me to a downgrading page instead to choose another plan. Suggestions? 

There's an offer for $35 (incl $10 discount, making the total $25) unlimited text and calls in Canada plus 15GB data. I'm wondering if it applies to present prepaid customers or whether I can pass it along to a friend.

I am being charged $5/mo for a “3G Usage Price Increase” even though my phone supports and uses 4G. The only thing that might explain this is on koodoo's support page where it reads “your data connection uses LTE while calls fall back to the legacy 3G network” [1]. But my phone (a OnePlus Five) has VoLTE enabled and the Koodo SIM status reads “LTE” under “Mobile voice network type” and “Mobile data network type”.As far as I can tell, I am using a “4G LTE” device, right?So according to Koodo:“After you switch to a 4G LTE/5G device, you'll no longer see this amount on your monthly payment starting on your following renewal.”I should not be billed $5/mo. Right?What am I missing here? Is there a legitimate reason for this? Because this just comes across like a grift by Koodo to get me to buy a new phone from them. I’m asking this here because I can’t find a find a phone number or email address where I can get in touch with their customer support. [1] https://www.koodomobile.com/en/help/exp

I want to change my free perk to the 3 Day International Roaming perk but unable to change it.  I keep trying the self serve for multiple days and keep getting error message saying I can’t.  This is extremely frustrating!  Can you please help me to change it?

I have downgraded to Stream plus with ads as I find the price for the premium too expensive. I paid the code for the subscription 3 days ago. Now today I have been charged $45 for about her stream subscription that I did not order. I have tried calling Koodo and am sent a link to speak to an online rep but the online rep asks me to confirm my account and phone number and when I do, it asks me to confirm again. I click yes to confirm my phone number and it responds again with the same question asking if that is the number I am inquiring about. I said yes about 10 times and kept getting the same question and no further help. I tried asking to speak to a live agent and again it says to confirm my number. I have tried multiple ways to speak to somebody but I get blocked everywhere! I do not want this other subscription and want to be refunded the money they just took. I was charged twice in 3 days and this is unacceptable. It should not be this difficult to speak to someone. Please help

I have a missed payment with koodo and I have been with them for 15 years I called to see if they would help remove it as I paid account to zero right away but no one could help me, has anyone else experienced this?

I live close to the US border in BC, have not travelled across border but have gained some hefty roaming fees, I’m looking to have them reversed from both phone lines connected to my account. Thank you!! 

Hi everyone, I switched from Public Mobile to Koodo for a 5G plan. The migration process required me to get an eSIM. I tried to use my eSIM to SIM adapter but it apparently failed. The number has been transferred to my Koodo account but I don’t have access to that number because eSIM isn’t working. I purchased this official Koodo Tri SIM card from Telus. Do you think this physical SIM card will work fine with Koodo postpaid 5G? https://www.telus.com/en/mobility/accessories/product/koodo-tri-sim

Long story short someone is trying to port scam me. And koodos solution??? Have a bot schedual a call back that im still waiting for. Over 2 hours. So koodo is ok with port scamers getting a head start .   Edit: bank account is secured before anyone comments. Id like to set up other security to protect my phone number tho. 

How can I check how much time is left on my contract?

Trying to change my plan from $45 for 10gb to $40 for 50gb (with bank account linked)Every time on perk choice ( data rollover) it gives me the dropped ice cream of sadness. Tried several times on different days for a week. 

I signed up for internet and streaming last novemberI was told the charge would be $35.00 plus $10.00 for streaming. I get charged $39.55 plus the $13.56 ,However there is always another charge of $25.99 that I have never signed up or agreed to You can listen to my phone call while settingthis up. The only charges agreed to were $35.00 for internet/ cable anf $10.00 for streaming. Please clarify asap a d correct the error. It is impossible to reach u by phone. Please call me or email me

I was happy to discover the 30 day European Travel Pass that I intended to use for an upcoming trip to Europe.  When getting more details, I noticed that it says it must be used 2026-09-08.  Considering that I am only leaving for Europe on September 10, does it mean that it may not be an available option for me to use?  Need to figure this out sooner rather than later as I may have to get an e-sim from elsewhere if that is the case.Thanks for your help in sorting this out.