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3979 Topics
B
blonditisBeginner
asked in Billing & Payments
Where is my Sim card and why am being charged for weeks before I even ordered

yep, still waiting for a sim card that is being billed for a week before i even ordered! They ask me if I want a call back...lol…. ok ...with no sim card that may difficult  

384
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1 year ago
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TsfBeginner
posted in Plans & Add-ons
Easy Roam self-serve title is confusing

I want to turn off the $16 per day Easy Roam international option and just use pay per text message or call. However, in self serve the item that I think does this is called “Easy Roam INTL - PayPerUse Access”. So is this Easy Roam $16/day, or real pay per use? It can’t be both.  This is really confusing and should be called “Easy Roam -fixed daily charge” or something.  I left International data roaming and international call roaming on just case I need them ( I have an eSim and Fongo so shouldn’t) Please fix this confusing name in self serve so other people don’t waste time trying to make sense if it. thanks    

893
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1 year ago
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tempdropperBeginner
asked in Billing & Payments
Charge for Change number dispute

Hello, I need a callback and explanation about my bill. It shows  I was charged for change number and its $50 per line. In the first place I didn’t change my number. and I wasn’t informed with this charge.

532
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1 year ago
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maserBeginner
asked in Billing & Payments
incorrect data charges

I’ve been overcharged by $5 for an extra data charge on June 15th. I did not request that extra data. I did request extra data (100 mb) on June 11th which I received but I did NOT request extra data on June 15h, though I have been charged for this. - Michael Maser 

863
Flo Koodo
1 year ago
Ryan Leaman
Ryan LeamanBeginner
posted in Other
my phone or the esim is not working for my phone

Well my phone I bought was black listed then that was fixed then my SIM card from bell was locked and it might be unlock now who knows hoping but I been trying to get this phone hooked up for the last 4 days and it might just be the esim that’s not working  

501
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1 year ago
J
JaredRBeginner
posted in Plans & Add-ons
Is it possible to share my data with another sim or is there a data only plan option i could take advantage of.

I am looking at getting a sim for my cars stereo, currently i have both my wife and I on a contract with 50GB each threw Koodo. i would prefer sharing my data from one of my plans to my cars, since we do have so much data, and would totally be ok paying 10-15 a month to do this. Now my cars stereo does support android auto but would prefer using the native software instead of a link to my phone.  If i cant share that data on my existing plan without using something like hotspot or android auto then, i am either looking for a data only plan or a plan that under 25 a month that has at least 5GB of data that i could use to stream Spotify, use google maps and do the odd lookup.  the end goal is not to have a third $50 a month bill for something that doesn't make or receive calls, if that's the case then ill search elsewhere, as i know there are $25 small data plans out there but they jut dont have much to them when koodo seams to offer alot more for a little more in cost, but again i feel

4554
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1 year ago
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diverdavisOrganizer
asked in Other
Unable to get a talk to koodo about poor reception

I live in Beamsville ON and our cell service it terrible. I’ve been trying to get a hold of a live person but I’m always directed to schedule a call back. Unfortunately the service in my area is so bad that all my calls just go to voicemail. How do I talk to a live person if I can’t get a call back?

48311
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1 year ago
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simoodoBeginner
asked in Prepaid
The Light Phone & VoLTE for Prepaid

Hello,I just switched over to Koodo from Public Mobile as I saw some posts on forums stating that Koodo was more compatible than PM as I have been experiencing issues with making and receiving calls using my Light Phone on PM.I am aware that it is not officially compatible with any networks in Canada yet but I have been using my LP perfectly fine for the last 2 years until PM upgraded to 5g. My phone has been having issues hearing people on the other side of the line since. The LP customer service team told me to make sure my carrier has VoLTE enabled. Since Koodo now has it enabled since Feb 22, 2023 on all prepaid plans, I made the switch and I am now on the $25 prepaid plan. I was told, by a Koodo rep that the $25 plan still includes VoLTE despite the plan showing 3g.Unfortunately, the problem still persists and I cannot hear people when I make calls to them. Any advice on how to resolve? I wouldn’t like to change phones preferably. Thank you!

4755
srlawren
1 year ago
K
KRoseBeginner
asked in Plans & Add-ons
Usage Discrepancy

I switched to a new data plan on June 3. My previous plan included 12GB of data and I now have 20GB of data with the new change,When I check my usage, I only see 14.7GB of total data available for usage on my account.Any suggestions why it’s not reflecting 20GB of total data?

411
G
1 year ago
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PlmageeBeginner
posted in Billing & Payments
Denied payment arrangements

Well, for the past two days now, I have been trying to get in touch with Koodo to discuss a payment arrangement for my account. First, I don't know if anyone has had the hellish time, like I have been having, JUST TRYING TO GET A CALLBACK!!!  I've spent most of my time going on to Help, selecting schedule call back, and after today's short conversation with a representative, I asked to speak with a supervisor, because I'm trying to pay over the required amount due to not suspend my account, on Friday, but she said she could not guarantee me that the phones will not be cut off on Thursday (SERIOUSLY ???) ... One day, and I have medical issues (deeming it VERY NECESSARY) to not get disconnected. So, I found it weird, to say the least, when I asked to speak to a supervisor, then 2 seconds after... "Click", I'm talking to myselfI'll have to see how tomorrows call back goes... How long I'll be on the line when I politely (as I did today) as to speak to a supervisor!!! My oh my, what an inte

2092
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1 year ago
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Magnus LuBeginner
asked in Prepaid
June 19th Prepaid promo

I signed up for a prepaid account yesterday planning to get the extra data promo (last day was yesterday). It didn’t get applied. How do I get this?

631
D
1 year ago
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ThundercatttBeginner
asked in Self Serve
Call Control not turning on

Steps say to turn it on in self serve, I click on the button to turn on, it swirls then refreshes but doesn’t turn on.  Any thoughts?

351
M
1 year ago
Steven Leek
Steven LeekBeginner
asked in Prepaid
can i top up last September's SIM?

Hello,I bought a prepaid Sim at London drugs in North Vancouver last September while visiting from London. I still have the Sim and wonder if I’ll be able to top it up when we return next week? I’ve tried to log into self-serve to check it out, but apparently that get shut down if you don’t top up within 90 days.Many thanks. Many thanks.Steve

501
M
1 year ago
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JHawkBeginner
asked in Billing & Payments
I was charged roaming charges despite not even touching my cell phone

I live near the border and often travel across the border to get gas.  I was charged roaming charges the last two times I did this, despite not even touching my cell phone, let alone using it.  Please remove these charges.Thank you.

1972
srlawren
1 year ago
A
analeaConnector
asked in Plans & Add-ons
what does koodo data & sms rates on my plan include?

My plan currently has Koodo data & sms, and I don’t see that available as a service on newer plans.  What does it give me? thank you in advance

2416
G
1 year ago
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PalmziaBeginner
asked in Other
No one answering callbacks

I had scheduled two call backs tonight, no one called for the first one, and the second one just kept ringing. What is even the point of a call back?

1414
P
1 year ago
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Colleen RyerBeginner
asked in Plans & Add-ons
Stream+ data

Does the Stream+ add-on include data usage or does it use my existing plan’s data?

601
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1 year ago
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Harley NguyenCoach
asked in Billing & Payments
Koodo causes my credit score dramatically dropped

I opened a new account with Koodo on Jun 6 (transferred from Bell to Koodo). Yesterday (June 18), I checked my credit score with TransUnion and saw that it was significantly dropped 95 points, from 718 to 623. The things is in the billing section in Self-Serve, the bill is not due unitl July 10 which I have more than 3 weeks ahead to pay my bill.In my credit score report, I saw that I have an open account with Koodo with $0 limit. Why would my Koodo account on my credit report have a limit of $0 when I need to spend a certain amount for my monthly phone bill charges? I believe this causes credit bureau perceives that I am going way above my “limit” which doesn’t make sense. Please help! 

3924
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1 year ago
S
SpMOBeginner
asked in Self Serve
Constant issues with self serve bill payment

I have tried for about 2 weeks now on multiple different browsers and on mobile. When I try to pay my bill through self serve it says: This service is unavailable right now.Please refresh or try again in an hour.If you still experience problems next time, please go to Koodo Assist and enter #AssistSS to schedule a callback.OTP_500_undefined Getting really frustrated as the bill is due soon and on multiple attempts this is not working. Of course koodo offers no live chat or email, so getting assistance on this in any kind of timely manner when I can’t be on a phone at work is aggravating. Koodo you need to do better at providing more resources for your customers. Still no idea what the issue is, and need to pay my bill. 

6395
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1 year ago
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Benjamin BlackwellBeginner
asked in Billing & Payments
Non- Activated Easy Roam Charges

Hello , I have been charged for three days of Easy Roam.I did not activate easy roam upon leaving the country.I have only ever used Easy Roam, on a day to day basis, by sending an SMS reply to Koodo system directly. I have been with Koodo for a long time (2011) and have always appreciated this layer of protection against unwarranted roaming charges. How do I go about getting credited for the 42$ in charges that were not requested?  Thanks, Ben. 

1163
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1 year ago
C
Cass393Connector
asked in Self Serve
Top up not working

I selected a 100 mb top up for one of the users on my account. He received a notification that he had used up all of it within a day or so. We selected another top up of 1GB. I received two emails - one saying the 1GB  top up was added, and then another email immediately after saying the 1 GB was removed (huh?). He then received a text saying he was at 50% of his 100 mb top up. Was there a second 100 mb top up added? This is not what we selected. I can’t tell what’s going on by looking at our usage and billing in self serve. I don’t see the top up amounts anywhere in our billing. On the usage page, it says he’s at .2 GB over his max, so I’m assuming that means he had two 100 mb top ups added? That is not what we added (as is evidenced by the emails I received saying I had picked 1GB). 

25210
C
1 year ago
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Krista76Beginner
asked in Other
my cellphone is hacked !

My cellphone is hacked

681
Sophia
1 year ago
Paul Harvey
Paul HarveyBeginner
asked in Billing & Payments
Unable to update my city (Quispamsis) from NB to my billing address.

Unable to update my city location (Quispamsis) from NB to my billing address.  The city location choices are limited over there!!!  What's up with  this system?  I never deal something like this before!  

342
D
1 year ago
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anuratnam999Beginner
asked in Plans & Add-ons
Data usage confusion

Hi there, I am new to Koodo and I was sure I have 20GB of data with my monthly plan. My phone itself says I have used 5.63GB thus far and the online account says 2.5GB of usage. I got an alert that I have exceeded my monthly allowance of data and I am unbelievably confused and worried about being overcharged. Please help. 

5694
A
1 year ago
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mad261Connector
asked in Other
New account request declined

I’d like to be a postpaid customer of Koodo (currently with Rogers), but apparently I have a ‘thin’ file ( definition: limited information to determine credit score) when Koodo ran a credit report.  What options do I have to sign up with Koodo and how do I do it?  I’ve read that I could have a co-signer on my account or pay everything up front? Only interested in a post-paid plans. 

1657
D
1 year ago

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