Managing your Services

I’ve been overcharged by $5 for an extra data charge on June 15th. I did not request that extra data. I did request extra data (100 mb) on June 11th which I received but I did NOT request extra data on June 15h, though I have been charged for this. - Michael Maser 

Well my phone I bought was black listed then that was fixed then my SIM card from bell was locked and it might be unlock now who knows hoping but I been trying to get this phone hooked up for the last 4 days and it might just be the esim that’s not working  

I am looking at getting a sim for my cars stereo, currently i have both my wife and I on a contract with 50GB each threw Koodo. i would prefer sharing my data from one of my plans to my cars, since we do have so much data, and would totally be ok paying 10-15 a month to do this. Now my cars stereo does support android auto but would prefer using the native software instead of a link to my phone.  If i cant share that data on my existing plan without using something like hotspot or android auto then, i am either looking for a data only plan or a plan that under 25 a month that has at least 5GB of data that i could use to stream Spotify, use google maps and do the odd lookup.  the end goal is not to have a third $50 a month bill for something that doesn't make or receive calls, if that's the case then ill search elsewhere, as i know there are $25 small data plans out there but they jut dont have much to them when koodo seams to offer alot more for a little more in cost, but again i feel

I live in Beamsville ON and our cell service it terrible. I’ve been trying to get a hold of a live person but I’m always directed to schedule a call back. Unfortunately the service in my area is so bad that all my calls just go to voicemail. How do I talk to a live person if I can’t get a call back?

Hello,I just switched over to Koodo from Public Mobile as I saw some posts on forums stating that Koodo was more compatible than PM as I have been experiencing issues with making and receiving calls using my Light Phone on PM.I am aware that it is not officially compatible with any networks in Canada yet but I have been using my LP perfectly fine for the last 2 years until PM upgraded to 5g. My phone has been having issues hearing people on the other side of the line since. The LP customer service team told me to make sure my carrier has VoLTE enabled. Since Koodo now has it enabled since Feb 22, 2023 on all prepaid plans, I made the switch and I am now on the $25 prepaid plan. I was told, by a Koodo rep that the $25 plan still includes VoLTE despite the plan showing 3g.Unfortunately, the problem still persists and I cannot hear people when I make calls to them. Any advice on how to resolve? I wouldn’t like to change phones preferably. Thank you!

I switched to a new data plan on June 3. My previous plan included 12GB of data and I now have 20GB of data with the new change,When I check my usage, I only see 14.7GB of total data available for usage on my account.Any suggestions why it’s not reflecting 20GB of total data?

Well, for the past two days now, I have been trying to get in touch with Koodo to discuss a payment arrangement for my account. First, I don't know if anyone has had the hellish time, like I have been having, JUST TRYING TO GET A CALLBACK!!!  I've spent most of my time going on to Help, selecting schedule call back, and after today's short conversation with a representative, I asked to speak with a supervisor, because I'm trying to pay over the required amount due to not suspend my account, on Friday, but she said she could not guarantee me that the phones will not be cut off on Thursday (SERIOUSLY ???) ... One day, and I have medical issues (deeming it VERY NECESSARY) to not get disconnected. So, I found it weird, to say the least, when I asked to speak to a supervisor, then 2 seconds after... "Click", I'm talking to myselfI'll have to see how tomorrows call back goes... How long I'll be on the line when I politely (as I did today) as to speak to a supervisor!!! My oh my, what an inte

I signed up for a prepaid account yesterday planning to get the extra data promo (last day was yesterday). It didn’t get applied. How do I get this?

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.