Managing your Services

My current plan includes Unlimited International SMS and MMS. I’m looking to switch plans, but I specifically need either a plan or an add-on that provides Unlimited MMS to the US (talk, text, picture, video), not just SMS. I don’t need international coverage beyond the US.Does the $60 Canada-US roaming plan include unlimited MMS to the US while I’m in Canada? The new plans all mention SMS, but none clearly specify MMS, which is confusing.

Prepaid plans that have unlimited canada-wide calling:  Some of the prepaid plans descriptions on the koodo pre-paid webpage specify they include unlimited incoming calls, but most do not (just saying, unlimited canada-wide calling).  That some specify incoming and others do not makes it unclear as to what is actually included under the ‘unlimited canada-wide calling’ banner.Do ALL plans that say they include unlimited canada-wide calling actually, definitely for sure, include both outgoing and incoming calls for free?  I want to change plans from an older base plan that did not include any minutes, to the cheapest one which says it includes unlimited canada-wide calling, but need to be sure it actually includes both incoming and outgoing minutes.Also, if i change, will my automatic top-up remain in place and active … and, do i have to add funds for the new plan, or will it just charge my registered card (and apply the auto top-up) as usual on the date the ne

My account has my husband on it as a second line.Is it possible to take my husband off my account and set up his own account and bring his own number?We want to take advantage of the autopay discount and that only applies to my line.Thanks

 My $5.00 Pre-Authorized Payments Discount hasn’t been applied to my last two bills. Or at least I don’t see it on my bill, and my bill was more expensive.

I suspended my phone plan last month on 16th (October), but I just received a bill of 15 dollars for November. so I wanna to know there is still a fee for plan seasonal suspension right?  It is better to let user know there still a charge when suspend your plan. thank you. 

Hello Koodo/Telus Technical Support Team,I would like to request a call routing investigation regarding an international call completion issue between the Koodo/Telus network and China Unicom (China) mobile numbers starting with +86 156.Issue Description Calls from Koodo/Telus numbers in Canada → China Unicom +86 156 numbers❌ Cannot be completed / call fails / number cannot be reached Calls from China Unicom +86 156 → Koodo/Telus Canada numbers✔ Successfully connected This indicates a one-way call failure likely caused by an international routing or carrier partner issue.Please create a trouble ticket and escalate to the Network Engineering / International Routing Team to investigate and resolve the misrouting affecting:Destination range:

Earlier this week I decided to try the streaming services bundle that koodo offers. i wanted the crunchyroll mega fan option that is shown on the shop under streaming and moreonce I purchased it, the option to activate my account appeared on the self serve page. there was a big activate button under the crunchyroll optionI clicked activate immediately, which opened my browser to the crunchyroll website where I was already logged in on a fresh non subscribed accountcrunchyroll then said my activation link was expired. I clicked the link several times, but it just kept saying expired and would not link my koodo account to crunchyrollthe koodo site then said my account on crunchyroll was active and changed the activate button to the launch button which only opens my browser to crunchyroll.I have confirmed several times since then that my crunchyroll account is still a free user and my accounts are not linkedI called support for assistance since it se

I have been locked out of self serve for days and tried to change password but locked out of there too because it keeps saying email and password aren’t correct (even when they are).  I went through Assist a few times to schedule a call back but when I press “1” to speak to rep, it doesn’t seem to register on your end and hangs up!  At this point so frustrated, want to cancel my account that I have had forever

It’s impossible to connect to a live person to deal with issues, im so frustrated.  Before I left for a Dubai i did manage to speak to a rep to assist me with putting my phone service on hold. She told me that wasn’t an option because I had a tab from purchasing a new phone. She suggested easy roam and confirmed this would be set up for me. I was shocked when I saw my statement, 150$ in long distance charges. What was the point of me paying for easy roam. I spent hours trying to connect with someone while in Dubai only to be told they could reduce is by 27$ I explained that I was on the easy roam but they said they were legitimate charges. When I asked to dispute this they advised me to contact Telus, I couldn’t t use my phone because I feared additional charges so communication was by text, I tried to contact Telus but when I used my credentials to sign in it wasn’t accepted. I got the total runaround with the service reps and when they decided even though I wasn’t finished they wo

I have tried 3 browsers and when I click self serve it says I have been blocked. What do I do

Anyone else having trouble paying your bill with a credit card?

My current plan states that I have Unlimited International SMS and MMS. I would like to change my plan, but I need a plan or an add-on with Unlimited US MMS - talk, text, picture, video (not just SMS). I don’t need International, just US. Does the $60 Canada-US roaming plan include unlimited MMS to the US while in Canada? I find it confusing that all the new plans mention SMS but nothing about MMS.

Hello,Last month I changed my plan, but it still has not been activated on my account. I would like to speak with a representative as soon as possible to fix this issue.Thank you.

Unfortunately I’m still getting the same  high data volume offer.  I’m just trying to switch my current $60 plan to the any plan with lower data volume. If you’re able to help me out at all, I’d really appreciate it, thank you!

Tried to access Self Serve tonight and log in page keeps saying my password is invalid (but I know it’s correct as the password is meaningful to me).so I changed the password, and I am getting the same message.Anyone else having similar issues accessing self serve?

I woke up this morning and suddenly I couldn’t connect to the internet, send texts or even make calls. Tried calling their customer care and was told “your phone is not activated on the network and to contact client care for more information.” But how do I do that when I can’t make calls?  

There is no “Contact Us” link on the *Prepaid* Refer-A-Friend web page.However, I found a “Contact Us” link on the *Monthly Paid* Refer-A-Friend web page.  When I make an inquiry, I got a respond email (with a case #) asking for details in 2 work days.  However, after I replied with my prepaid referrer and referee details, I have not hear back ever since.  It’s been 4 work days.Would I be better to ask for a callback to discuss the matter?    

Koodo assist does not connect me to a rep. What is their number I can call directly or eventually an email?

It's ridiculous how much time I have spent trying to call and chat with koodoo assist that does not connect me to a live rep? It shouldn't be this hard! Complete waste of energy.  I have issue with my billing and I need to talk to a live person.  This is too much.

This morning I tried to login to my Koodo account and was blocked by Cloudflare.No idea what is going on- I can log in via Chrome and on other devices, but not through Safari.Not a huge issue but I am wondering what is going on and why...

I have tried with multiple prepaid accounts but it seems the referral code to share with others is missing from the self serve account overview page at the bottom...it’s blank with a copy code button that doesn’t work.  Wondering if this is a system issue that needs fixing or if the referral program on prepaid is being removed?TIA

Hello, I was charged a roaming fee on Nov 8th, despite not having left the country. Furthermore I had data roaming off so I shouldn’t have been charged at all. Please reverse this charge on my Nov bill.  Thank you. 

It's ridiculous how much time I have spent trying to call and chat with koodoo assist that does not connect me to a live rep? It shouldn't be this hard! Complete waste of energy. I have issue with my billing and I need to talk to a live person. This is too much.

On my October bill I was charged $16 of roaming charges when I had not left the country. I have since turned off roaming on my phone so shouldn’t have the issue in the future but would like the charge removed from my bill and credited to my account. Also, my plan is supposed to be $50/month so my total monthly bill is $56 with tax; however, since July I’ve been getting charged $55/month for a total bill of $61.60/month. I did not agree to a change in my plan or add anything on so can this please be corrected back to $50/month and the additional $5/month plus tax  (for 5 months) be credited to my account.  thanks! 

I had a previous chat with Koodo Assist that connected to a rep. After some time I can no longer get back to the chat, I tried multiple ways like:start a new conversation try to connect to a rep without sign inbut all these have no luck and all keep directing me back to the chat that I cannot access anymorescreenshot: