Managing your Services

Hi, I was charged roaming fees for a call to the USA, but I was not in the US at that time.I was on a flight traveling from Vancouver to Montreal, and I did not make any call to the US.The record shows “To: ER/VC ROAM/VOY USA”.Could you please investigate this and remove the charge?

Does the car7pass include Mexico it said it did but now it just says nothing 

My account is set up for pre-authorized payment, and I had no problem until now.This month money was withdrawn on Jan 5th and the due date is 12th. However, the billing overview shows I still owe the whole amount and 'Please pay in full by due date.' I wonder what's wrong??

I will soon be travelling to the Bahamas for a week, and it looks like the Easy Roam Caribbean Travel Pass is my best option ($60), rather than paying $18 per day.  The instructions say to “text CAR7PASS to 7626” to activate the pass.  Just to test it out, I typed in 7626, but without the CAR7PASS code, as I’m not ready to activate the pass right now.  But immediately I received a reply:  “Koodo Welcome to USA! You do not have Easy Roam.  Pay per use rates without a travel option are $1.60/voice minute, etc etc”   What have I done??   I am still at home in Canada but does Koodo think I’m in the US?  How do I undo this immediately and make sure I am not getting roaming charges before I even leave Canada?  Please walk me through what steps I need to take.  

Moved out of Montreal, CA in Oct 2025Cancelled the line in Nov 2025I thought the line was cancelled before seeing a missed payment in Jan 2026.I called the rep, and he mentioned that I need to pay the remaining balance even though I did not use the service.I ended up paying the bill close to $110, and the rep confirmed the line was cancelled.Again I am being billed  for Feb 2026. This is really frustrating. Just to cancel a line it is a head ache and being robbed. 

Error message when logging in.   I have never had an issue logging in until today.  After multiple password changes -- nothing worked -- same error.Then I disabled all of my ad blockers and then I was able to log in!Go figure?

Hi Team,Please am writing for cancellation of the overpayment bill of over $61 which is caused by the loss of my former credit card attached on my self service for my monthly payment, I recently got another credit card and I have added please kindly pardon for the missed date as am an international student with three kids and have a lot of bills on me, thanks.

Hello, I have been unable to update our plan perks despite trying multiple browsers and devices. We are trying to switch to premium voicemail for my plan and my husband's.

Will be in Mexico for 2 weeks.   Do I need to renew my CAR7Pass after 7 days and, if so, does that involve just retexting CAR7PASS to the 7626 number ?   thx in advance.   

I have an increase in my monthly rate plan. Self Serve billing shows I changed my plan. I DID NOT. Is this just a normal rate plan increase?Mike

Hi therei was over charged for accidental roaming that was credited on my account. Because of the constant accidental roaming charges I canceled my account. I now have a $394.24 credit that I would like returned to my credit card since I no longer receive service. Thank you kindly. 

So I just switched from Telus to Koodo, carried over my number, and when I go to set up wifi calling I get the error message "the number entered doesn't match our records". For reference, wifi calling worked with Telus so I know my device is compatible.Second issue; im currently away working for 2 weeks in an area where only during work hours can I find a spot that has both cell service and wifi to set it up (generally there is no cell service here). I cannot schedule a call back with anyone because of the lack of cell service. But I cannot be unable to make or receive calls for 2 weeks! SOS. Someone please help😭  I also don't see anything under my plan about wifi calling/VoLTE.

Is there a way to reach out to Koodo to cancel Internet Subscription , Called 1-855-350-1170 5 times and waited for countless hours.Does anyone work there? Any other way to reach out ?

I need the service

Hello Koodo Community,I would like to raise a concern about how my Tab Bonus contract end date was presented in my agreement, which I believe is unclear and misleading, and resulted in an unexpected charge after I ported out.Here is my situation:I purchased a Refurbished iPhone from Koodo with a Tab agreement. The agreement clearly shows on the first page: Agreement Effective Date: December 2, 2024 Agreement End Date: January 2, 2025 (renews month‑to‑month) Based on this, I reasonably understood that my agreement obligations ended on January 2, 2025.Pricing details shown in the agreement:Full retail price: $1,049 Total Tab amount: ‑$288 Tab Bonus: ‑$761Before porting out my number, I specif

My bill has increased by 5.00 this month, it looks like a monthly credit of 4.65 before taxes has been stopped. I am not sure why. 

Hi I live close to the states but not that close. Got roaming charge but I didn’t leave my country. I would like to get reversed the charge. Please someone help! Thank you!

I wanted to cancel the home internet service and tried to call for 2 days at  1-855-350-1170. However there is no one picking up the call… it’s very painful to me to waste my time just for a cancel. Even tried to schedule a callback from the rep but they said they can only help to transfer me to the related department…  Is there a way for me to have the real rep to call me back? I really need to cancel the service and i don’t want it keep charging me for the bill… Thanks for the help!

Bonjour, j'ai un problème persistant depuis un moment que je n'arrive plus à réglé. Je n'ai plus de data, oui je paie, j'ai redémarré, mis en mode avion, refait l'APN, rien n'y fait. Avant d'en acheter un nouveau est-ce que quelqu'un à une solution?! Merci à tous 

It’s been 4 years since I used Koodo. I was getting billed and had the card company settle it by having my account credited for Koodo billing me. Yet Koodo continues to send billing statements. Koodo no longer has access to my credit card. Then Koodo retaliated by sending the amount owing to the Credit Agency. I’ve tried calling and get put on hold. Yesterday after being on hold for an hour I gave up.It’s madness to harass a former customer. Koodo knows the phone number was ported over to a new provider. It’s the same process used by every service provider. How do I get Koodo to realize I have not used their service for 4 years? How do I stop them from reporting me to the Credit Agency to ruin my credit score?

I’ve been trying to cancel my internet at the end of this current bill cycle for a week now. There’s no way to do this through self-serve, and it’s been a 3+ hour wait every time I call (wasted 8 hours today alone just waiting for someone to answer...which they never do). Reaching out on Facebook has accomplished nothing either. I’ve already put in a complaint on BBB and requested a stop payment through my bank. What else can I do to get this account closed? This is such a nightmare!

I have been incorrectly charged for roaming within Canada on my most recent bill

I had a service ds=isruption today without arnign and having made a payment.  I used self served and reported my payment and my service ahs still not been restored.   Also it is saying I will be charged a reconnection fee.  WHat additional steps can I take to correct this?

Been using the $34/mo (30GB 4G) plan for quite a while, and suddenly the plan increased to $41 without any early notice. Is that right? 

Need to cancel my Kudoo Internet ASAP. But wait times to call the cancellation number are hours, never gotten through.Please help -ASAP