Managing your Services

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

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?

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

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 ?

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 

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

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 

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

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

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

 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!

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!

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. 

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

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!

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.

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

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?

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?

I am leaving the country for several months and would like to reduce my plan to bare minimum , just to keep the number and receive text messages. This option is not available on Self Serve. Please advise.

I’m a Koodo prepaid customer. Ever since I signed up, Koodo’s automatic text messages to me are sent in French, and only in French. My voicemail also defaults to French, and I have to manually change it back to English sometimes if it gets reset.The Koodo website is in English, and emails from Koodo are in English. I can’t find any setting where French is specified, or any help article about the default language for text messages. I suspect something might be wrong on Koodo’s side, but I don’t know how to check. Has anyone experienced this, or does anyone know how to fix it?

Hello!!!, I have a prepaid line that I want to cancel I couldn’t cancel it  because my ex roomie signed up  for the line because at time I was new in the country didn’t have any credit either debit  I lost totally contact with my ex roomie and I really need to cancel any suggestions what options I have ? I already had a call with the Koodo assistant but he could cancel because the line wasn’t in my name thank you… 🙏🏾

I add one adds on last month and cancelled it earlier this month. When I got the bill I have to pay month for the adds on this month fully. Would part of the money be returned next month?

ive lost my phone not too long ago, and i am about to buy a phone off my friend and i have a sim card ready but when i try to change the sim card number, it would tell me to either get a verification code from email or phone number, i picked email because i cant really get the code through phone number since i lost my phone, so i picked the send to email and ive been waiting for an hour now still no email, what should i do

Greetings, I have a question regarding easy roam that the website is not completely clear on. If I have a plan that gives unlimited calls within Canada, unlimited texting, and I have added Easy Roam prior to leaving. When I arrive in the USA will I be able to call friends on their American phone numbers or will I be charged long distance? Does this also extend to text messages?