Managing your Services

Hey koodo team, I am travelling abroad on 8 September for about 4 months.In this regard, can you please schedule a customer service call back on my number +1 778 846 9412. thanks.

Keep state error

Just want to talk a live agent on easy roam as was not in the US!  

Hi, so I have a Pre-Paid referral code ready and during a new activation of another pre-paid number/account on-line, I was very carful on each step but there is no prompt asking to enter the code all the way until the new account has been activated. So, what can I do now? Where exactly the step is to allow you to enter the referral code? I am using Brave browser maybe with pop-up blocked. Would that be the issue? I am trying the call-back support and the first call-back was a joke, she doesn’t understand a word I said and handed up on me and never call back  now I am trying a second time for the call-back help to see if they can fix the issue for me.  Any advice would be great as I need to create another account/number.

I'd like to pay off my tab and change my plan to one of the promotional ones (cheaper). Self-serve only allows me to change to more expensive plans. There's nothing in the "legal stuff" section saying I can't do this... So why can't I? 

I set up a Koodo account where I’m the account owner and they are the user. They are trying to get set up for self service, but it says their details aren’t correct. I’m confused how to proceed with getting the account set up

Hey everyone. So I am a prepaid user in the Caribbean and need some long distance functionality to use two factor authentication on my various accounts. Using the chat bot I tried to request a call back to discuss my options but as they dont take international numbers, I’m not sure what my options are. There also isnt a koodo or anything nearby where I could walk in and switch to a post paid account with roaming (I know they mentioned I would need to switch my sim). Similarly, the long distance booster/ add ons will only work in the USA or CanadaIf anyone could direct me towards who to call in this instance, I would really appreciate it. 

How’s the quality of service in Niagara including indoor/outdoor coverage? I’m currently with Rogers right now with no issues whatsoever, but I’d like to try out Koodo Mobile. It’d be really helpful to hear everyone else’s opinions on here!

If you have multiple lines, is there a way for each individual to check their own usage without getting full access to the account holder’s information?

I recently switched to the 5g plan on my iPhone 12 mini but the service has not been provided. 5g does not show under “voice and data”. I am in Toronto so towers are not the issue. Tried restarting my phone , reinsert sim , reset network settings.  

I am trying to switch my rate plan from the 10GB 4G @ $37/mo to the 20GB 4G @ $37/mo, (Happy Day Deals) but am not seeing the 20GB deal in the plans available for me to choose from in self-serve.. How do I switch and get the deal?

Case # 000609073 was assigned to me by a koodo rep over the phone last August 24, 2023  to resolve issue of August 2023 payment made to an invalid mobile account number.  I went to my bank to resolve this by making another payment to the right acccount # and the bank also sent an email to Koodo billing department requesting a credit back to my bank account the amount of $43.68.  I assume the Koodo billing department credited this amount to my mobile account and not the bank.I still received a billing dated September 3, 2023 in the amount of $43.68.Will appreciate resolution of this through your community.Thank you for all you do. 

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