Managing your Services

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?

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

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.

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

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?

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

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! 

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. 

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. 

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). 

My cellphone is hacked

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!  

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. 

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. 

Anyone know why a plan wouldn’t show for someone? I checked the legal and it says its avail for existing customers too, and I don’t have a tab anymore, but the plan won’t show as an option for me.  Assuming its a glitch with my previous tab account, but no number to talk to an agent and the callback time are egregious.  Thanks in advance!

I have cancelled my account and move to a different provider. How can i get my refund if i have already changed my home address?

I recently had to purchase a new phone as my previous one broke, I had a remaining tab on it which I knew I needed to pay, but purchased the new phone first and then expected I would pay off the remaining tab charge after,  however when I received my most recent bill I have an extra charge of "tab bonus payoff upgrade " which I was not expecting. No where when I bought the new phone does it say that I would have to pay an extra tab if the remaining balance was not paid off first, had i known this I would have paid the tab before buying the new phone. I have spoken to a representative on the phone and they were of absolutely no help to me in this case and I'm pretty unhappy with koodo service at this point. It's pretty frustrating to me that I'm not warned about this extra charge before buying a new phone. This will probably be the last time I purchase with koodo.

Website say I need to activate but when I click on it to activate I get the message this subscription through Stream+ plan has already been activate but website still showing not activated 

Hello,  I have stream + and can not activate it. When I go to the mobile services tab in self-service  then scroll down to stream + where I would activate my accounts it states ‘ this serve is unavailable’ so I am unable to use it. What should I do?

Hello,I know that there was an update for the app visual voicemail. Well, I did get a message today. I didn't know that I had to update it. I did and I got this message on my android phone:How do I fix this? I tried to see if I downloaded the app on the Samsung Store or the Google Play Store and I couldn't find it (Perhaps the logo changed. I don't know. Can anyone help? 

Today I have a problem with a text to USA which has resent more than 30 times. I have texted other people in Canada today with no problem. My friend is annoyed at the persistent recurrence of the same text. I cancelled it and I restarted my iphone already to no avail. Thanks for any help. 

Hi, after experiencing major frustration with many different answers from call back agents and some well meaning but conflicting information here on the Community pages, I have another question about USA voice roaming with PrePaid boosters.Is anyone currently in the USA able to use their voice booster now? I just noticed that my Koodo sim card is now IMS-Registered with Mobile Voice Network Type - LTE and Mobile Data Network Type - LTE. So, I interpret that as I am now VoLTE activated (and yes, I have VoLTE toggled on).So, theoretically, now that my phone is VoLTE enabled, I should be able to voice roam in USA? I ask, because my Canadian boosters are starting to run low so prefer to buy annual plan. But, if I’m going to have trouble again with US voice roaming, then I will move to another carrier. I’ve been with Koodo 8 years, and despite frustration early this year, have been a very happy customer. So,  can anyone who is PrePaid and using USA voice roaming booster able to give us an u

I've paid off my Tab now, after two years.Currently pay $50 a month for unlimited mins, texts and 12gb data.I want to get the new deal which is $39 a month for the same with 20gb data, but using my current number that I've had for years. Is my only option to create a new line and have a new number?

Previous thread I was following with similar information got closed.Basically the issue is that several services that ask me to attach a phone number to them (for instance, the 7/11 app or the ChatGPT app as examples) , do not like my phone number. When I enter my phone number they say it is invalid and sometimes add that they believe it is a VoIP number. It has never been on VoIP. How do I fix this? How do I get Koodo to tell whoever manages this stuff that the number is A-OK? I do not want to change my number as I have had it a long time and it would be extremely inconveinant.

Hello,I just got my second bill and noticed I was charged $33 twice for the monthly tab charge? Has anyone else had a duplicate charge before?