Managing your Services

Hi I have a problem with a charge so close to the boarder.  (Canada and the US).  Ive been charged for 2 days roaming which I didn't use my phone. Turned off everything I was suppose too.  Was in and out of the US several times.   Ive scheduled a call back several times since and for some reason I don't get a call back.  Could be my area who knows.  And the Koodo assist has been nothing but frustrating. 

I currently have pre-authorized payments set up on my account.  I want to change the amount I am paying but when checking my account I only see the option to set up new payments and cannot locate where I can just make the change to the current payment amounts. My concern is that if I set up a new pre-authorized payment amount is that both amounts will be paid.Any suggestions and help is appreciated.Thank you.

I have been a Koodo customer for several years and for the last 10 months I have had my account on a seasonal hold since my family moved out of country. Due to this, I have not been using the Koodo Self Service portal since I had no reason to. We are now preparing to move back to Canada and have been working with a mortgage broker. Today we were informed that we have an outstanding bill of over $600 with Koodo going back to when we first moved away. The issue I have is that my account has automatic payments setup with my credit card, which has not changed. Koodo never tried to take a payment in the last 10 months, meaning that all the seasonal hold charges on top of final bill from last year have accumulating and getting late charges added onto them. My wife’s Koodo account has not had any issues as the payments have been coming out regularly without issue. I contacted my bank and there confirmed that there is no issue with my card and that Koodo has not attempted to take payment in th

What is the best way to talk to a live person about my current plan? Is there a phone number? Do I need to find a local Koodo store? 

When setting up my first account, the service agent was not able to get it to work.  On  a second try he was able to set up the account.  However I have received two bills.  The first is the normal bill I expected.  But I also received a second bill for a disconnection charge for the first failed attempt.  How do I get Koodo to remove this second charge that I am not responsible for.

I gave my Dad my old iphone and have already set up his monthly plan, etc. Instead of waiting for his SIM card to arrive in the mail, I picked one up at the Koodo store so that I can get his phone activated. I just realized that the SIM card says “Prepaid”. Can I use this when he has a monthly plan and his own phone??

I was charged $1,330.91 after cancelling my plan with Koodo. I have no tab leftover and I payed my last months bill already. Would like to get that resolved.

We have a family plan. The primary user stopped paying the bill. How do we get a new account if only the primary has access?

I have a prepaid plan, and am planning to travel to the US for a few weeks.I hope to use data, voice, and text while there, so was intending to purchase US Roaming Data, Talk and Text Boosters.However, I read in other threads, such as this, that the voice booster only works if one has VoLTE. My iphone 7 has only LTE, not VoLTE, and so it's not clear to me if the "VoLTE for Koodo Prepaid" discussions athttps://www.koodomobile.com/en/help/volte-koodo-prepaidapplies to my phone.One hand, the previous link says "Apple iPhone 6, 6 Plus, and newer" are supported.On the other hand, the same links says VoLTE is activated using a setting "LTE, VoLTE on"that does not exist on my non-VoLTE phone. Is anyone able to shed any light on this, I'd be more at ease. Thank you! 

Hello, when I try and change my plan and perk the page goes to a loading screen and just stays blank and doesn't proceed past that point. Is there a way I can get past this? I've tried on several devices and my home computer with no luck. Any help would be appreciated.

how long does it take to receive the new account number from Koodo in order to load our SIM card on I set up everything with telus over the phone with a rep a week ago and we received our SIM cards and called Koodo and they said we needed a Koodo account number so just wondering how long that takes to come 

Anyone else having phone service problems in Lawrencetown Nova Scotia? I have been with koodoo for more than 15 years. Service in my area is getting so bad I can't call out most of the time. When I can the call sometimes drops. Hard to run a business with this kind of service. The company doesn't care, if you call them you have to wait forever to talk to some Indian that you can't understand or just reads from a script. None of the other carriers are any better. I will say that Koodoo bills are what they should be every month. Never had an issue with that. Not sure what I can do but it's frustrating to say the least. Might be time to close the business down and go completely off grid. Tired of fighting with corporations that simply want your money and pretend to care when they don't.

Does anyone know the correct number I could call from Australia or do you know any other ways that I could cancel my Canadian sim card from my end. I've tried to call the *611 voicemail system and using the self serve to pay for my first bill but they only accept Canadian credit cards so I got charged for an extra month. I'm scared that the bill will keep on adding up. It would honestly be really great if someone could help me out.

As a new subscriber to Koodo, when I purchase new plan (BYOD) online, when is that account become active?I have to wait for new SIM to arrive. Then I have to port my number from current provider. Is time ticking from the original purchase, or from the first time SIM is activated, or once number becomes active on Koodo?

VoLTE is now available on Koodo Prepaid and I received a text message from Koodo recently stating this.The text message also said that my phone is not compatible with VoLTE.  I have the Samsung Galaxy S10.Yet,  the Samsung Galaxy S10 does support Voice over LTE, I have enabled the option in the Android settings and it is actually on Koodo’s own list of phones that support VoLTE here:https://www.koodomobile.com/en/help/volte-koodo-prepaidWhen I spoke to Koodo tech support I was told that the Samsung Galaxy S10 is supported for VoLTE on the monthly postpaid plans but not on the prepaid plans.Why would there be two separate and different lists of VoLTE compatible phones: one for prepaid plans and one for post paid plans.And why would Koodo’s tech support have a differrent list than the one publicly posted at https://www.koodomobile.com/en/help/volte-koodo-prepaidIt does not make sense to me that my account cannot be activated for VoLTE when my phone supports this feature.

My credit card was scammed during my trip to other country and I had to freeze my credit card account. The bank needed to confirm my identity so they had to call my number. Then I noticed that I was charged for Easy Roam. Why should I be charged AS A VICTIM IN A SCAM?

My New iPhone 14 PRO Max was purchased in the US and does NOT have a physical SIM. I just signed up with Koodo today. I was told by the guy at the mobile store I was going to get an email from Koodo containing a SIM that I could just scan with my phone. Hasn’t happened.  I went back to the store as I was told on the phone I needed to get a voucher from the store. The guy at the store said I should just set up my account on line and call again he did not have any voucher for me. HELP.

I received a text message offer today for extra data, 1GB for $1 per month, 10 GB for $2 per month, etc. and to reply to add it to my account. I am currently content with my data plan with my phone, however, I have another phone on my koodo account for a family member and this offer would be useful but they did not get the text message offer. I was wondering if the offer is limited to my phone number or is there a way to apply it to the other phone number on my account.

I was told by the sales rep in the store that the $5 1000 minutes includes Pakistan, even though it’s not listed.  Is this correct???

I am trying to join Koodo online. I have a phone but I don’t have a phone number to enter. I can’t proceed just entering my email. What do I do?

I canceled the koodo service and received negative value bill while the address was no longer valid for me. Just wondering if I can change to address to get the cheque for refund. Thank you!

My current phone, Android, is nearly dying and I can’t afford to get a brand new phone rn so I was looking through the Certified Pre-Owned phones available at the moment and I’m now considering switching to Apple since there are some “affordable” options. I have some questions though. Is it worth it getting a CPO iPhone here? Has anyone had any regrets with their purchase before? Can I pay off my tab balance in advance or would I be penalized for not going through with the 24 months payment plan?  Would I need to pay the Tab Bonus if I do so, or is that only necessary if I cancel or upgrade? Any other advice on getting a CPO for the first time?Thanks!

Hello! I’m not sure why but my account now says that I’ve opted not to receive notification of shock-free data. I called but was told it was disabled because it’s an old account? But when I look up my account details it clearly says shock-free data and I’d still like it back please (and not be pressured into a new plan which I was when I called). Thanks so much! 

I removed my SIM from the phone, tested the sim with a phone originally from another provider (which didn't work) and when I put the card back in it’s native phone, the phone didn’t recognize any sim was present

I have to say my new activation experience with the system was not great. I didn’t receive my SIM card for two whole weeks only to find out it was sent back to Koodo. I had my newly activated account closed by Koodo with a bunch of charges put on it, while the entire time I wasn’t even using the service.I only received the feedback form a month later and I wanted to be sure the recognition to the call center representative was properly captured since the survey wasn’t capable of separating my actual activation experience and the customer service after the fact. I wanted to give a HUGE shout out to Katherine from out west. She called me back on three separate days to deal with removing the charges on the closed account, creating a new account, facilitating me getting my hands on a SIM card and answering all my questions. She was super professional, patient and persistent in getting me up and running with Koodo. Thanks so much Katherine!