Managing your Services

My internet connection has been going off and on all night and morning. Multiple times per hour. I downloaded the Kodoo app, but all that doesn't tell me anything except I have no internet. It's extremely frustrating trying to work and being kicked out time and time again. Does anyone know why this is happening today? May 20th 2026. 

Hello could you double check this with my account? Why my latest billing doesnt reflect the discount for pre-authorized payment? So i got a higher billing for the current month. Could you fixed it? Im an in back plan and they have promise that no sudden change in my plan rate would happen again. Why is it i am having a problem again on my bill?  **edited by moderator to hide personal information . Feel free to include the images again, however, make sure to hide any personal information like complete name and personal phone number. 

When I first signed on with Koodo they sold me on the idea of the premium Stream+ and not having ads in the available streaming services. Only to find out that this isn’t true. I need to pay Amazon $3/mth to remove the ads on their streaming service. Why isn’t Koodo up front about this?? Why am I paying for a service that I’m not receiving? I’m not posing a question here. I’m just not pleased with the misleading advertising from Koodo’s website, phone reps and in-person interactions regarding this issue. 

Hey there,I got an email from koodo stating the following.“Starting June 15, 2026, the subscriber on your account with this phone number that is using a 3G device will be charged an additional $5/month for 3G network usage due to rising costs to maintain this network, which is being planned for shutdown. This charge is avoidable by switching to and remaining on a compatible 4G LTE or 5G device for your mobility services. Once the device switch has been successfully made, you will no longer see this amount on your bill.As part of the small percentage of Koodo customers impacted by this change, to help make this switch easier, we have device financing options from $0/mo and $0 upfront plus taxes when activating select rate plans with a 2-year Happy Tab. Call 1-866-975-3052 or visit your local Koodo store to ask about compatible 4G LTE and 5G device options.”Now, i am Not using 3G and my device has been on 4G and 5G plans. I’m curious as to why they are telling me my device is 3G and they

I traveled from Montreal (Eastern Time Zone) to Seattle (Pacific Time Zone) on 28 March 2026.I made sure to go into Airplane Mode before 11:59 PM Pacific Time on 28th but Koodo still charged me for Easy Roam on 29th because they seemed to ignore that I was in a time zone 3 hours later.This is the 2nd time it has happened and i tried to contact via Assist but got nowhere because of limited options to try to communicate the issue. incredibly frustrating.How can I get to speak to someone at Koodo to rectify this extra Roaming charge?

Last billing I set up automatic billing and it even confirmed it for me. Now this month, it didn’t take my payment so now I have a past due charge on my bill even though I took the steps to not have to worry about typing in all my banking information again. I want to pay my bill but not the additional charges since I’ve already set the authorized payments up but it didn’t go through on koodos end.

Hi. Kodoo shut off our family data. Which is pretty wild considering we had no texts or emails regarding data shut off and now our services are shut off. If you want your money I’m going to need you to switch out data back on, considering my boyfriend is trying to pay his portion of the phone bill but is at work with no data. Once the data is put on and he can access the internet you will have your over due balance. 

How do I change my credit card on file

Why doesn’t Koodo allow pre-authorized $10 discounts on credit card payments?

I tried many times but It says downloaded but each time I got nothing to see  

When does the Device Care Complete start:when you receive your phone from being shipped? or When your old phone information gets transferred over to the new phone?

Hello,I changed my phone plan to one that qualifies for $10/month discount with auto-pay by bank account and setup pre-auth payment to my bank account last month.I checked my latest bill and noticed that the discount has not been applied.How can I get this rectified? Thank you.

I have Koodo physical SIM in iPhone 8. My new iPhone 17e needs eSIM. iPhone 8 cannot do Quick Transfer. Please give me an eSIM voucher or QR code and help me do a SIM swap to keep the same phone number.

I signed up for internet because someone came to my door and promised me 500 Mbps for the same price. Later, I received the paperwork, and surprise, surprise — it showed only 100 Mbps. What a beautiful beginning.Today, I called because my internet keeps dropping and reconnecting, especially when I go upstairs or to the basement. The lady on the phone very kindly told me she could not help and simply suggested that I should buy Wi-Fi extenders for the basement and upstairs. I was expecting someone to come and check the connection, inspect the modem, or replace any faulty equipment. She told me that another lady would call me back to discuss the matter. Of course, nobody called. No surprise there.But THE REAL CIRCUS STARTED ABOUT AN HOUR AGO. While I was busy doing my work, I received an email saying that “upon my request,” my internet service had been cancelled effective today.Upon my request? Really? Are you serious?So now, not only was my issue not fixed, but my internet was cancelled

I received koodo internet in the mail today after it came late because they didn’t include my unit number and I don’t have a coax cable to set up my home wifi as it’s a brand new apartment building. Ive been trying to get into contact with someone from koodo to help me set up my wifi as i’ve already been here a week without it and i’ve gotten barely any help. Someone from koodo said I have to wait another day to receive a callback to confirm a technician to come in but i’m disappointed with this service, after waiting this long to set up my wifi and for them to not send me correct equipment compatible with my new apartment is frustrating. Now to wait another day and have someone come in and set it up for me is not what I call easy set up. 

Hello all,I just bought a Europe 14 day Easy Roam pass. On the Koodo site, it says “Your pass activates when you land (just turn Roaming on).” I am not leaving for a few days, so this sounded great that I can buy in advance and activate it when I get there.But, the text message I received from Koodo after clicking the accept changes button says “ Nice. You have purchased more data to be used until the end of your billing cycle, which ends at 11:59pm on 2026-05-01.” This isn’t what I accepted (and I won’t have even left for the trip yet).The email I received from Koodo says “Added* Europe Easy Roam 14 Day Pass Price per month: $0.00 Service effective on: April 28, 2026”The cost for the easy roam was actually $50, not $0. More importantly, I’m in the Eastern time zone, so I bought it on April 29th. If it is truly effective on the 28th, I’ll run out of days before the trip ends. But I bought it thinking it only began once I landed.I’m not sure which communication to believe: the website,

I am posting this for anyone who is having issues activating their Amazon Prime through Koodos stream+.  If you are using an iPhone or any Apple product and your default browser is Safari you will probably run into issues with activating specifically Amazon Prime.  I have been struggling to get it to Activate. Finally, today, I decided to try through Google Chrome browser and had no issues, It activated right away.  It would be nice if Koodo Could add this as a requirement!  The chat bot Was useless for this, and I searched every forum and could not find any information on how to help with this

I bought an outside phone and connected it to Koodo, transferring my Sim over. Koodo changed my phone plan without providing me any notice. Now I cannot even change my phone plan again as Koodo limits one phone plan change per month.I tried using Koodo assist to get help and connect with an agent. On both my phone and on a computer the chat crashed as soon as it tried connecting me with an agent. I tried calling on the phone line, and it redirected me to Koodo assist and hung up.I’m deeply frustrated both with the unconsented change, the bad service, and the inability to talk to an appropriate individual to resolve the situation, especially after having been a client with Koodo for over a decade.If I can’t get assistance here, I will explore options taking my complaint to the CCTS as I can see no contractual basis for Koodo having changed my plan without consent or notice.

Purchased 30 day travel pass for my husbands phone ending 8801 on April 11th.  We received an all done message upon purchase and my husband received a text saying additional data added.  We assumed we had the pass.  We checked our billing today,  April 21st, and we are being charged $18 per day since the start of our travel on April 12th.   We tried to add the pass again and got the same messages as above.   Can you please confirm that we have the travel pass.   Also, we expect the daily charges to be reversed.  Please advise asap.

Does anyone know how to contact a person with Koodo?  We purchased a 7 day Easy Roam travel pass and yet were still charged an additional $258 on our bill.  The chatbot doesn’t understand the question and will not even allow me to schedule a call back. I am the account holder for this account but the two phone numbers belong to my teenagers.  So I need to be able to give someone an ACCOUNT number to deal with both problems as opposed to giving one PHONE NUMBER.This is an incredibly frustrating experience.  I looked through the forum but I can’t seem to be able to find the answer. 

Hello. I just added a line to my account for my mom and she wanted to keep her old number. I followed the instructions right up until it asks for IEMI number or the account number from the company she transferring her number from. We put in her account number and it keeps telling her it’s wrong. She double checked I have triple checked  and she is entering the correct account number. How can I talk to costumer service for some help

I am  traveling to Asia for 16 days and have purchased the Asia Easy Roam 14-Day Pass.Could you please let me know how the roaming charges will be calculated for the remaining 2 days? Also, do I need to add any additional perks or plans to cover those extra days?Thank you.

Today Saturday 2nd May, instead of enjoying my weekend, I wasted 2 hours on the phone just to cancel the bad internet service, nobody answered. I scheduled a call back. They called after 2 hours and again they put me on hold for another one hour!!!!!And they call it a service?! KOODO CHOOSE HAPPY!!No I'm not happy at all. It took me 10 seconds to log in and cancel my fizz internet. Moving to koodo was a big mistake when a koodo agent knocked my door and provided me with an offer (same price double the speed). Actually, I had many disconnections while watching a channel so I decided to go back to fizz. It took me 10 seconds to reactivate my fizz service and never had any issue with their internet. Now I wasted a day just to cancel this bad service.This is absolutely ridiculous, I'm gonna call the CRTC to find a solution. No more wasting time with those scammers. 

Hi there, I need help unlocking my account. I entered the wrong password too many times now my account is locked out. I have reset my password still not working, cleared my cache/cookies and had scheduled a callback from customer service rep but all they did was reset the password again and told me to wait another hour. It is now the next day and still not working. I also had my phone disconnected due to expired credit card that is why I had to try to get into my account to update it but the service rep said it was not expired.. which is not true.. She did not understand I was saying so I just asked her to top up with a different credit card which she did. But I just checked today she had charged me a few dollars more than what my usual phone bill is. 

For at least three years, probably longer, my texts have been bouncing back. Don’t ask me why I tolerated it this long, because I honestly don’t know. At this point, there are far too many other providers to even consider sticking with Koodo.From what I’ve noticed, the service runs in cycles: about 10 minutes where nothing sends (everything fails), followed by a brief 5-minute window where messages actually go through. “Tech support” claims they don’t see any issues on their end, and none of their suggestions have made a difference. This isn’t just happening on my phone either, it’s the same story on my partner’s device. Doesn’t matter where we are, or time of day.I’m constantly toggling airplane mode just to reconnect to a tower and squeeze out a few minutes of usable service. That’s not what anyone should have to do for something they’re paying for.At this point, I’d rather pay more somewhere else and actually have a service that works.