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3969 Topics
Damanpreet Bajaj
Damanpreet BajajConnector
asked in Billing & Payments
Completely Unacceptable: Service Failure, Unjust Billing, and Refund Demand

I am beyond furious with the appalling service I’ve received from your company. I’ve been out of the country for the last six months, and my SIM card has been completely useless this entire time. Despite several attempts to fix this, I’ve had no support, no response, and my service remains non-functional.What’s worse, you continue to charge me every month for a service I can’t use. Now my bill has skyrocketed to $600 for absolutely nothing. This is absolutely outrageous, and I will NOT be paying this unjust bill.I demand an immediate refund for the charges you’ve added during this period when the service was useless. I will NOT tolerate paying for something I couldn’t use.Since my SIM is not working, I am NOT reachable by phone, so you can contact me ONLY by email at ***@gmail.com.Fix this NOW, or I will escalate this matter to the Commission for Complaints for Telecom-television Services (CCTS) and explore other service providers. You’ve pushed me too far with this complete failure of

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SanthoshMunibabuRockstar
asked in Billing & Payments
Stream+ Launching Netflix with wrong emailed

Hi team, Below is the my account number, Recently i have subscribed to Stream+ Basic 10$ plan, When i try to launch Netflix from Koodo it redirects me to wrong email “s****@email.com”(which doesn’t exist) instead of “s****@gmail.com”.Also Netflix billed me again for a month apart from Koodo stream+ billing. To fix first thing i need to check why Koodo taking me to wrong email id which doesn’t exist “s****@email.com” and then i need to talk to Netflix customer care.Account #***39, Wrong email: s****@email.comCorrect email: “s****@gmail.com”

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LLBrookCoach
asked in Billing & Payments
Switching from PUBLIC to KOODO I was billed by both. How do I get credit from PUBLIC?

The Telus store reps said that when switching from PUBLIC to KOODO that I wouldnt be charged for the old PUBLIC account as the phone number was registered to KOODO. However, I was billed by both PUBLIC and KOODO. How do I get a refund?

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jaysuschristBeginner
asked in Other
Trying to contact Koodo support

While living in Europe, I got a different SIM card for my phone, and I do not have said SIM with me in Canada, so I am unable to receive calls to that number. I have a temporary number as well as an email account that I can use to be contacted by. I ordered a new phone a couple days ago and have received two emails stating that I will need to be contacted by someone from Koodo to approve my information or schedule a callback. I am unable to do so and was wondering if there were any alternatives to getting in contact with a service representative. 

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ashton123Beginner
asked in Plans & Add-ons
How many profiles on stream+

How many profiles can I get with stream+. Currently on the tier of netflix and disney+ for up to 5 profiles/users

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YouaintthehostBeginner
asked in Other
Poor Service Calgary Beacon Hill

Does anyone else have poor internet service in this area with Koodo?  I have heard complaints from contractors that have worked in my area, and I have noticed that my internet is terrible ever since koodo has been offering 5G.  I have been through multiple different phones.  My current one has eSIM, so any considerations I had about my Sim are out the window.  Everyone in my household runs samsung galaxy ultra (20 up to 25)… everyone has the same issue. Does anyone have the same issue?  is it a problem with bandwidth at the tower level?  my plan has plenty of data.   On a side note, my  car also has a sim with public mobile.  When I turn on mobile Hotspot i seem to have the same issues.  So I think this is a Telus service issue in this area.

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Georgia Koodo
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Valerie DarleneBeginner
asked in Prepaid
Complaint

I have been a Koodo customer for more than 10 years. This used to be a very friendly and customer oriented company. A few months ago I noticed my bills were getting quite high. I phoned several time to sort it out. Each time I had to wait for a call back and each time I was put on hold for very long amounts of time. I thought the matter was resolved and my plan was sorted out but by the next bill nothing had changed.I finally switched service providers and cancelled my Koodo account. My phone bill with my new provider is less than half the price and honestly I get quite a lot with the plan I am on. I was a good customer for Koodo. My bill was always paid on time. This company is now nothing but a money grabbing monopoly. Poor, poor customer service

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Vince S
Vince SBeginner
asked in Other
Telus Film and Series

Is there a page somewhere which describes exactly what is included with the “Telus Film and Series” access, which comes as one of the perks with Stream+? The FAQ page has this as an answer:“Once you subscribe to Stream+, you will get an activation email from TELUS . Follow the steps to access TELUS Films & Series and watch ad-supported live TV channels all on the TELUS TV+ app.”But I found a response in these forums saying that LIVE TV is not supported with the Stream+ subscription.Just trying to get a sense of what to expect before committing.I can see the available channels, shows, and movies here, but I assume many of those would be paid add-ons after subscribing to Stream+. How can I find out which ones would be included?

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Harry999
Harry999Beginner
asked in Self Serve
Unable to activate esim

So i just bought Esim from koodo website and i put my eid number and they said i i will get the esim activation automatically into my network, but i did not, i reset my network settings and everything, still no.. then i tried to scan the QR code they sent me on email if i didnt get automatic activation,. But it says “CODE IS NO LONGER VALID”.please help me

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Antukin14Beginner
asked in Plans & Add-ons
you send me a new number

You send me a new SIM card but you offered me a cheaper plan for my current number when I specifically said that I want to keep my number. You can review the call that transpired. I thought I’m only getting a cheaper plan now I have two number that I need to pay. 

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Flo Koodo
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RibwarBeginner
posted in Other
reactivate my cancelled sim and account

I have monthly paid sim card from Koodo. before I travel from Vancouver, Canada to Iraq I changed my plan from prepaid to monthly payment. However, monthly, I was checking my self service account and it was showing that the due amount is 0 and when I was looking at my bank account it doesn’t show any transaction for bill payment. I thought that it might take the money for bill in a way maybe 2 or 3 months together or other ways. so it was very confusing until I got a notification message saying that the sim is not provisioned. and then I followed with it and looked at the status of my sim it was saying that it is not registered anymore! then I tried to call customer service as my self service account also deactivated and cannot access it to pay the outstanding money and reactivate mu sim. the digital assist says that I can make call back schedule but that does not work for me as I’m in Iraq right now and probably come back to Canada in the next 2 or 3 coming months. I also checked that

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Theresa0025Beginner
asked in Billing & Payments
payment with International credit card

How can I use my international Credit Card as payment?For some Reason my Visa Credit Card can't be registered because my Postcode is not a Camadian one and is not accepted.

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Flo Koodo
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muhConnector
asked in Plans & Add-ons
accepted free Apple TV+ subscription, have not yet received activation email or text

The previous thread about this was closed for comments for some reason, so I am continuing it here:I accepted the free Apple TV+ subscription several days ago, but I have not yet received the activation email. Why is this?My spam folder is empty.There was no confirmation either by text or email at that time, just a statement that I would receive one.When I login to self serve, there is no Subscription area. There is no Apple+ TV icon.  There is no activate button.

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Flo Koodo
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muhConnector
asked in Billing & Payments
Why did my monthly charge increase from $29 to $32.77?

Why did my monthly charge increase from $29 to $32.77? When I check in my Koodo account, it still says my monthly bill is $29.00.

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Jen OttawaRockstar
asked in Billing & Payments
Monthly Fee Went Up for $20

After using Koodo for 2 years, my monthly bill went up $20 in December.  Is it because the promotion ended in 2 years?  How come you offer new customer the credit but not giving to existing customer? I would really appreciate if the price can change back.  Thank you!

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sf0912Beginner
asked in Other
Need to reactivate cancelled account. But not in country.

I’d like to reactivate a cancelled account cause my bank account 2FA is tied to my number. I’m not in Canada, would a family member able to reactivate the account by speaking to an agent. 

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dougwBeginner
asked in Billing & Payments
New customer charged connection fee after cancelling after one day and bought phone outright

I went to Mobile Klinik. I bought a used I-phone outright(no contract). Agent sold me on changing from Public to Koodo. After thinking about it overnight, I realized their plan was not right for me and their other plans were too expensive. I signed up the next day with Freedom. My understanding is that within 15 days no fees would be charged. Today I got a bill for the connection fee and 2 days service. Should that not be waived per law?

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mariamurrayConnector
asked in Billing & Payments
Billing won’t load and shows error messages

When I try to view the billing section of self serve. This screen pops up. 

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Dinh
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TfuBeginner
posted in Prepaid
sim card locked out

john.c88@myyahoo.com  Need sim card code - locked out do not remember phone number locked out of phone and web site my email is registered but canot open self serve account without phone because it was auto generated i did not realize to write it down not locked out. 

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Flo Koodo
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RoshelleBeginner
asked in Billing & Payments
Charge dispute : I was charged 724CAD by kodoo for long distance call, the attendant messed up my plan

I was wondering if someone has same case with me or experience same with kodoo services. I was charged 724CAD for a long distance calls.  So on December 27, 2024 I saw this promotion in West Edmonton booth “ get 60gb for only $34/month plus get unlimited long distance” I specifically ask the lady if the country that I want is included on the free long distance call and she said YES so I took the plan. After she printed the contract I told her that the email ad on file is wrong but she told me that it’s ok I can just change it on my app and if I have any problem I can contact her anytime and I was on a rush  as I still have to drive for 4-5hrs to get home in a snowy weather and so I wasnt able to check the other details.I was waiting for a bill since January but did’nt receive any message from my phone, I tried to call the customer service but it was so hard to connect with them so, February 7,2025 I receive a message saying I have to pay CAD216, aside from my busy hectic schedule, I ca

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Dinh
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rustydusty17Rockstar
asked in Plans & Add-ons
Hub

Just wondering if it’s possibly to add a LTE hub to my account?  It would be nice for traveling this summer around Western Canada.

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pranjal123Connector
asked in Other
Issue with Koodo SIM Activation After Successful Transfer

I purchased an iPhone from Koodo on January 10, but the SIM card was not included in the package. After waiting for a couple of weeks for a separate shipment, I contacted Koodo on February 5, and they sent me a SIM card.Last night, I inserted the SIM card and followed the instructions to switch carriers. My previous service is now deactivated, and I received a confirmation text from Koodo stating:“From KOODO: Your transfer request has been completed successfully. Welcome to KOODO and thank you for joining us!”However, my Koodo network is not connecting despite the transfer confirmation. Has anyone experienced this issue before? Any advice on how to resolve it?EDIT: It’s an iPhone 16 and restarting it didn’t work. I tried “Resetting all the network settings” and that didn’t work either.

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Luc2000Beginner
asked in Billing & Payments
Debt Collection Agency Confirmation

Hello,I owe some amounts to Koodo. A debt collection agency has been hounding me using very inappropriate methods. That aside, I need to verify with Koodo that this debt collection agency is legit, and that they are indeed contracted by Koodo, and that payments are to be paid to them, and that to know the timeline to have my debt removed from my credit history after the payment. I’m hesitant to pay anything to anyone until I have verified that they are who they say they are and indeed legitimately contracted by Koodo. I’d very much like to have it resolved asap personally too, but through the correct and appropriate methods. Thanks. 

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ShoshannaConnector
asked in Prepaid
coverage map for prepaid roaming in US?

I have a prepaid plan and US Roaming Boosters for talk, data, and text. Where I can I find out if I will have service in a particular place in the US? I’m looking for a coverage map, and I can’t find one. Thanks for any help!

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danielforcierBeginner
posted in Other
illico débarque sur la télé

J'ai un forfait illico+et il dwbarque toujours sur la tele  

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Flo Koodo

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