Managing your Services

Hi there, I am living in Europe for one year but am returning to Canada for a couple weeks. I need to reactivate my paused phone number for this time, or buy a short term solution in order to use my phone when I am back in the country. Can someone please advise the best way to go about this? 🙏 💛 

I received a text saying I was now roaming and easy roam was activated. I was not in the States or even close to the border. Will I be charged?

Koodo thinks I’m roaming in the States when I haven’t left Canada.

Hello, While hiking in Port Moody, BC I was randomly charged $14 for easy roam and have no idea why (wasn’t close to the USA border). Does anyone have a number available or a contact to dispute the charges and have them removed? Cheers

I currently have 2 different phone numbers with Koodoo, and on one I see lots of offers to change my plan to (specifically $55 for 50g), but on my other number I do not have the same offers. Can I get the same for both?Ideally I would like the $39 for 20g for both, but I can seem to find that deal on either number. I do not want any new phones, I want to use what we have. 

For the past 2 days, I’ve been getting an infinite loading screen (3 large circles, image below) when trying to change my plan. This happens after I select a new plan in the Change My Plan screen.route: https://www.koodomobile.com/my-account/plans/change-rate-plan/choose/account/ Any idea what’s going on? I’ve tried multiple browsers, computers, and connections.

I’m in England and I’m trying to text someone when I try to text him I receive a text unknow number and I have the international texting call etc i need help thanks 

Hello! With advice from plan advisor I switched my provider from telus to koodoo when I upgraded my cel phone/plan. I was with Koodoo for one day when my daughter (who is on the same plan with me) advised that we needed to see itch back to telus (reasons based on her other accounts with telus). So, we switched back from Koodoo to Telus and told that this was a simple change and nothing would be disrupted with account (no charges from Koodoo as we did not use the service). I then reviewed a bill from Koodoo for more than $200 and asked for full payment.  This is not a charge that I should be paying as I did not use the provider service. I do not, however, know how to address given there is t customer service to speak to. Your advice and input would be greatly appreciated.  thank you  Andrea 

My teenage daughter was in Japan. We switched off data roaming before she left. Somebody called her and left her a voicemail. It seems she touched the ‘voicemail’ button. This is the first time she used her phone outside Canada and she knew she could not and should not use her phone unless she had wifi. Twice I received a notification that EasyRoam was activated. I asked her why it was activated and she did not know why. I was looking at my billing while she was in Japan (I was still in Canada) and I did not see any charges, so I did not know she had accidentally checked her voicemail. You can check the data to see that it was used at most for that accidental purpose. If it’s possible to refund one or both of these charges, that would be much appreciated.

Recently, I switched from my previous plan to a reduced speed but 75 Gig plan. It included 2 perks (international minutes, which I had before and which are super important to me, but would cost another 10 bucks if I  lost them).  I am thinking of switching phones. The only one on Koodo’s website that I am half interested in (Why is the new Motorola Edge not available????) is the Samsung Galaxy 23 (although I am so done with this annoying Samsung A52). At first every attempt that I made of buying a phone on Koodo’s website with tab resulted in a ‘you can’t keep your plan with this offer’ message. Now it says I can keep my plan, but ‘you can buy perks after purchase’ … To me that sounds like I will be loosing my perks, which I consider part of my plan.(BTW the number of phones available has markedly decreased or am I seeing this wrong? Do they really want us to sign up with TELUS? Is that it?)

I have been charged $14 on a call I did not make on May 30, 2023, 02:03PMI was on airplane mode the whole time I was in the US, I do not understand how I was charged with airplane mode on and for a 1 minute call I did not make?

BONUS8GBX6M - does this promotion work on prepaid plans?  We can not seem to get it working.  Thanks

Hi all - a bit of a dilemma. For the past few years I’ve been on pre-authorized payments (post-paid plan) using my Amex Gold card. I’m switching to my new Amex Cobalt and for whatever reason, Koodo will not accept it. Self-serve online bounces back that “There's a problem with the credit card information you've provided. Please try again or use a different card” while *611 flat out states that the card isn’t accepted by Koodo. No idea why that’s the case as my other Amex has worked without any problems. I double checked that name and billing address matches with that on Amex’s file, and even contacted Amex who stated the card is active.Any info is much appreciated! In the meantime, I’ll try callback #2 - the first rep I spoke to transferred me to a Telus billing rep who prompted me to enter my info in their automated system, which then promptly hung up on me once I entered all my card info.  

I scheduled  a call  on august 7th to cancel one of my phone lines that was  on seasonal hold (i own phone )  .  To my surprise  your representative  canceled all 4 of my phone lines!! Instead of 1 ! now I'm charged  with canceling  fees and call devices and cancel tab fee and extra fees .! Took me hours to locate  a phone  , to get your koodo rep  to call me back to restore my service business lines  , I thought the other rep solved all the issues but now that I get my bill  and what a surprise ! ( i can't download  it to view also!) All these extra charges  Not happy!Been with this company for 12 years  !     

I am travelling and turned my cellular on with roaming OFF. I then got a bunch of text messages and an email saying I was roaming although roaming was off. when I go on Koodo it says “add easy roam” but then it also says I have easy roam. I do not want roaming on at all, but it won’t let me turn it off jn self serve because it says I can add it.I don’t understand how I am now being charged for roaming when I had roaming off… I am worried this will keep happening.  I can’t call Koodo, and can’t find a contact email. I am hoping to chat with someone to get this sorted as I don’t want to pay $15+ for roaming a day when I shouldn’t have been able to roam… If anyone knows how to contact Koodo without phong, or how to resolve this please  let me know!

If I change to this plan will I still get charged for raoming fee when I’m in the US and calling US phone number or Canadian phone number ?

So last night after a very difficult couple of years I finally got around to figuring out my bill payments and made a plan to get all caught up, as well as still be able to afford food for my family and everything else. Part of that plan meant making some payment arrangements wherever possible - so I logged into all my bill accounts (gas/electricity/phone/internet/etc) and was happy to see that KOODO, though somewhat unexpected, was one of the companies that was willing to offer an agreement. So, I set things up to pay 120 now, 120 in a few weeks, and then the remainder after that - bingo-bango-bongo click accept, and BAM - arrangement made (I did indeed take a screenshot of the confirmation). Feeling good about things, I decide that rather than wait the alloted couple weeks to make the first payment I can pay it now, so I do - cross off $120 of what’s owed and YAY, good times ahead right? Well, today when going to buy groceries I suddenly find that I am unable to purchase what I was g

Hi! I’m new with Koodo, switched over from Telus. I have been prompted to sign up for self serve. Every single time I have tried to do this over the past week, the live chat stops responding after my postal code. I am super frustrated and wondering if anyone can help. At this point I have been unable to access the livechat at all. 

Hi all. I’m a pre-paid customer and I received a text offering 12GB per month for $30 on a post-pay plan. I was given a promo code too. But then I saw the dreaded “Conditions apply”. I can figure out how to activate the new plan, but I can’t see the conditions. It looks like I’d have to activate the plan BEFORE I can see the conditions. The plan is not listed as a standard plan.

I wanted to rate a rep that I spoke to recently but that rep was the second one I spoke to that day as the first rep transferred me to him.Since I was transferred and did not speak to him initially the text message I received to rate my experience with the rep for that call was the first rep I spoke to who could not help me and transferred me. So I wanted to send a quick feedback for him as he definitely deserves recognition for his work. I spoke to a Salvador on the 9th of August at around 9:05pm or so.  I wanted to rate him a 5/5 across the board. He was very helpful, kind, personable, attentive, sensitive, and overall had a good attitude. I enjoyed my call with him and as someone who has worked customer support I can tell that he is an amazing fit for the job. He genuinely seemed like he enjoyed helping me out and our conversation.Please make sure this gets to him. Thank you.

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