Managing your Services

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 boos

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?

Hello 👋 I've been a koodo customer for a year now. I've recently switched from prepaid to postpaid and was charged an activation fee. Although I am a customer already. 

Ever since switching to Koodo a couple of months ago, I experience these regular interruptions or blips during all of my phone calls. For about 8-10 seconds every 5 mins or so, I can’t hear the other person and they can’t hear me. I’ve checked that my iPhone notifications aren’t somehow interfering, but it’s not that. I’ve also closed all other windows/apps and it still happens. It occurs during all calls, both with other Koodo provider phones and with landlines. I used to be with Rogers with the same phone, and this never happened. I’m thinking about switching from Koodo if it continues as it’s very frustrating. Has anyone else had this issue? 

Honestly, I don’t usually need to talk to a person. But when it comes to billing issues why isn’t this an option? I’ll never recomment Koodo to anyone, no matter how cheap it is. I didn’t realize it was this much of an issue to get something resolved. Yes, 90% of stuff can be handled online. But I am not a robot and do not want to communicate with a robot!If I’ve been overbilled how do I resolve this? I cannot schedule a callback because the earliest available is this weekend which I do not have time for. I had time TODAY to talk to someone to get this resolved but apparently that’s not an option. Telus has always had garbage customer service.

 I tried turning off and on the phone; then tried ejecting and reinserting the SIM card while the phone was turned off.  My data is at it’s max and I need to add extra data, but I can’t receive texts.

I changed my number using the self service. It shows up as the new number on the account but it is not active; people still have to call and text my old number and get a 'number not in service' message when trying the new number. Its been a few hours. Any idea why? Thanks

I already have an existing phone plan with Koodo, but want to get a new phone. However, I would prefer to purchase a new phone elsewhere (not through Koodo). Can I transfer everything (my plan: “Canada-wide Talk and Text $35” with $0, 3 gigabyte “add-on”) over to the new phone, keeping everything the same minus the old phone (could I transfer the old phone’s SIM card to the new one)?If so, what fees would I be charged?

Why was I charged for an Add-on that I didn't add? I would like the charge to be reversed.

Signed up to move from Fido to Koodo on June 11 . I just received the sim card today June 16 by Canada Post and activated, but got a bill from Koodo which shows that they have started charging me as of June 11th. How can I get credit for 5 days. 

I got the mail that I had cancelled my phone number? I didn’t call or long in to text any message to Koodo. Why cancel my phone number? If I did anything is it suppose to confirm with me ? Not just cancelled directly right??We’re sorry to see you go. You recently scheduled to cancel your wireless service on June 15, 2023, for the following phone number(s): 

I’m trying to remove it but it’s not listed in my managed services per Koodo instructions. I can’t find it *anywhere* yet I’m getting charged for it. I have a call scheduled for tomorrow but I’m hoping to resolve this today. It shouldn’t be this hard.

I was completely LIED to by a Telus rep.  Told the activation fee would be waived, it was not.  Told the first month of service would not be charged if i received no service/signal from my building (I did not immediately upon joining), but i was billed.  I also was forced into switching from Shaw to Koodoo in order to get a Telus internet promotion.  I suggested that it made sense to WAIT, until Telus internet was installed...rep Tony said No, that is not possible.  What kind of moronic response was that?!?!   Then sure enough, the incompetent 3rd party telus technicians couldn’t figure out how to squeeze a fibre optic wire through an already existing hole.  Wow.  I should have trusted my gutt and avoided Telus and it’s lesser services such as Koodoo completely.  What a scam company.  I asked to speak with a Manager but the Manager hid instead.  I asked for the Ombudsman contact information and the rep and Manager refused.  My account number is 40569144.  If there is a responsible e