Managing your Services

In the past, I’ve been able to select from a variety of different plans and pricing regardless of my current phone bill.         Recently, I’ve been trying to lower/change my phone bill as I now don’t require as much data. It’s impossible, I’ve read all the articles, seen all of the self-serve solutions and still have not figured this out. I just need a cheaper plan, with less data, and the only options I get are more expensive ones or ones that stay the same. If I was able to do this before, what changed? 

Hi Koodo Customer Support,I am writing to formally dispute international call charges that have appeared on my bill, which contradict what I was verbally told by your sales representative at the time of purchase.In November, when I purchased my Koodo line, your representative clearly informed me that international calls would be free as part of my plan. Based on that representation, I agreed to proceed with the purchase. I would not have signed up under these terms had I known international calls would be billed separately.I am now being charged for calls I was explicitly told would be at no cost, and I am requesting the following:1. A full credit or refund of all international call charges billed to my account.2. A review of the sales call or interaction from November to verify what was communicated to me.3. Written confirmation of my plan terms going forward.4. A response within 5 business days.I understand that verbal commitmen

This has been one of the worst experiences I’ve had trying to reach a live representative. I currently have three lines with Koodo, yet it takes 2–4 days just to speak with someone.Each time I try to get support, I am redirected to AI chat or the Koodo Assistant. After multiple attempts, the system simply says “take it easy, have a great day, and we will call you,” but no real help is provided. This is not acceptable customer service.Leaving almost all client support to AI makes it extremely difficult for customers to get proper guidance. If something goes wrong because we cannot reach support in time, customers are still charged and later told the charges are valid. That is very frustrating.Honestly, I regret switching to Koodo because of this experience. I respectfully request that Koodo management — and especially the CEO — consider providing easier access to live representatives. Customers should no

The chat bot and call back system is horrendous. I spent 4 hours and 12 voice mails later. Every time the call back would go straight to voicemail and then my phone would ding to let me know there was a message. I had to call the store 3 times to get an answer. I've been with Kodoo for 15 years and this is the trashiest I have seen it. The customer service need to be better. 

Hi,I ported one of my phone out in Feb 2026 before my billing cycle date,in my March bill, they Charged me $10 pre-auth pay disc. fee, and $10 monthly credit fee.does any one has any clue? also, how can i talk to billing dept.?since my phone # already ported out, whenever i enter my #, the bot keep telling me can’t find my account.it is a dead loop.

I forgot to turn off Data Roaming from a previous trip to the US and was incorrectly charged for data roaming on February 20th when I was in Port Renfrew, BC.

Called multiple times but unable to get through online or over the phone. keep going to hold music and no one answering the call. waiting on call for last 2 hrs.. callback option also going to hold without anyone answering… Or my calls gets dropped off. Staff in store cannot help. 

Hi,My current free perks choice is “3-Day Easy Roam international”  I want to switch it to “Rollover data”But I tried few days, and keep getting this error: “It looks like you can’t choose a Perk right now.Please try again in an hour. If you still experience problems next time, please go to koodo.com/chat.”I try reach agent in chat, also got error:“xavlab.xyz refused to connect.”Can you help check what is wrong in my system?This feature never worked in my account, I already asked agent to help once after just opened my account.Thanks 

Worst company I have EVER dealt with. Have had my modum and everything over a week and STILL NO ACTIVATION, I am being lied to every day I call they tell me it will be activated and its not been, I have had enough now have been on hold for OVER AN HOUR trying to cancel my account and get a refund, this company f-ing sucks. All my data is gone and I have so much school work to do I need wifi. Choose Happy is the motto and Ive never been so mad. Just fist me Koodo, fist me. 

Hi there, I was charged a data roaming fee on Feb 14th however I never entered the US.  I would like to dispute the $16 charge on my bill. And data roaming has always been turned off.Thank you. 

I changed my provider to Koodo yesterday and its over 12 hours but looks like everyone trying to call me ends up getting VM or unable to connect error. can you check and make sure my number is active for incoming as well as am able to call them but they are not so..

Just joined Koodo and wants to know to get additional $10 discount. would payment via credit card works as it says auto-pay by bank account but not mentioned anything about via debit or credit card so am checking to make sure i get discount. Save $10/mo with bank paymentsSwitch to an eligible plan and sign up for auto-pay by bank account to unlock great savings!

Have been a customer for 12 years in good standing.  Had a call back with the retension team and was told the deal was the best they could do. Sooooo I agreed Now a better deal has surfaced but not offered to my account Any ideas or do I switch companys at a loss what to do open to opinions 

Billing issues my bill should come 77 every month after including tax which is committed by sales person but deducting from my account 103 cad, 

Hello  I have been try register for call back but no one call or replying to my messages on Koodo chat bot

I am currently with Telus. I want to switch to one of the new Koodo promotion plans.  Can I just set it up and request a port and they will consider me a new client. When I contacted the Telus Reddit team a few months ago they said no I cannot qualify for Koodo plans for new customers.But I read others have no problem.

I have two Koodo accounts. One has my phone and my daughters. The other account is for my son. I log into my account and can see my number and my daughters. I can’t remember how to log into my son's account. No email addresses seem to work. My credit card has expired. I can’t update it. There is no one that I can call…. I guess they will just cancel the line at some point! Thoughts?

There is no connection of coax cable in my home. I need tech visit to my home my internet is already set up and its activated. I need tech visit as soon as possible.

I first signed up for stream plus with Koodo and later  cancelled stream plus under my Koodo subscription and paid my bill. A short while later I switch to Public Mobile cell service who also offered stream plus (through Koodo) so I signed up. Now Koodo keeps charging me for the first stream plus even though I have cancelled and have there service through Public Mobile which I have paid 2 months on. I have spoke with 1st level agents, and supervisors and they still keep charging me. I am at my wits ends. Any help would be appreciated.

How come I always run out data every month when I have wifi at home???

Hi all, I'd like to cancel my Koodo account.Here's my situation: I was scheduled to visit Canada on March 11 and created my phone number on that day. However, my flight schedule changed, so I need to cancel my Koodo service.Since I'm currently in other country, Koodo agent can't call me back.The only way to contact Koodo is Facebook chat, so I've tried reaching out via chat on March 12, but I haven't received a response yet. I'm quite concerned because I have no other way to reach the Koodo team from overseas. Any help to fix that issue will be highly appreciated it.

Hello. My self-serve account was deleted and re-created due to a security incident.Now I see that my account shows I don’t have a subscription to Stream+, though I did on my old self-serve account.How can I hook up my subscription to Stream+ to my new account.Thank you.

HiI am already a Koodo customer,  today I see a promotional bring-your-own-phone plan listed on the “Shop” → “Bring your own phone” page. It’s a $27.5 monthly plan with with 80GB data. Howerver, I can’t see this plan on “Self Serve” → “Change my plan” page.I am wondering can I switch to this plan($27.5 monthly plan with with 80GB data)? If so, how can i switch?

I cancelled my account this weekend - one day before my billing period that I already paid for ended. Now I receveived my bill which includes a 10$ fee for “Cancelled: Pre-Auth Pay Disc” - so instead of getting one day of not using what I already paid for Koodo wants me to pay 10$ minus what they owe me. How is that legal, how is that possible?

I just read that telus had been the victim of a data breach.  I saw no mention on the article oc koodo,  an off shoot of telus. I was just curious if koodo may be affected by this breach?