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Managing your Services

The place to ask all of your Koodo related questions

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justin_1998Beginner

asked in Plans & Add-ons

Advertised 60gb plan purchased, but 40gb data amount showing

just bought 60gb 4g plan for my iphone xs max. on my koodo self serve it only shows 40gb of data available. If i can get someone from koodo to assist on this that would be great, something is wrong with this and does not make sense

15 days ago

SGSG4217Beginner

asked in Self Serve

Transferring residential landline number to Koodo cell phone

Hello, I am helping a family member get their first cell phone. The plan is to purchase a phone outright (from Koodo) and then go on a koodo month to month plan. They are not existing koodo members. They requested to keep their current phone number (landline, not with koodo) but transfer it to their new cell phone. Based on what I could find on the website this is something that an be done. Does anyone have experience with this and can explain the process to me so I can prepare my family member to do it? (Assuming it’s not something I can do on their behalf?). Any advice is appreciated.

16 days ago

MitsBeginner

asked in Billing & Payments

April Invoice Corrupt

My April Invoice will not open. I was able to download and view the March invoice that I had not viewed yet. Please fix the file. Thank you.

16 days ago

Islander GuyAdvisor

asked in Plans & Add-ons

Looking for Help to add thevoLTE addon in Selfserve.

The addon doesn’t seem available in my self serve. Is there afix?THX

16 days ago

StephanieOrganizer

asked in Billing & Payments

I was charged for sending texts to the US and can't figure out which number(s) they are. Is there a way to find out?

In my April-May statement I was charged for 2 text messages to the US and 1 international textAnd September-October statement I was charged for 5 messages to the US.I don’t see any USA/etc phone numbers in my list of people that I texted during those times… Is there a way to find out which numbers they were?

16 days ago

CounouBeginner

asked in Billing & Payments

Subscription coupon code trouble!!!

Can someone HELP me with the promo code: STREAMSPECIALKM24 Yesterday i tried to use the promo code without success, but thought that the code might be processed on my credit card payment! I called KOODO and spent hours with the person yesterday without success! The customer service rep. called me back today without success!!! We cancelled my subscription service stream plus basic, but not able to redo a new subscription trying the promo code again. I do not have the service anymore and would like to get it with promo code for 10 dollars a month!!! So far this is very time consuming and disappointing!!! PLEASE HELP ME SOMEONE, Thank You!!! Cornell

16 days ago

Mr. KBeginner

asked in Billing & Payments

Need refund for Stream+ paid by non phone users

Hi,Posting this for a friend as he doesn’t have a Koodo account. Tried getting the Stream+ subscriptions online but didn’t get any activation email despite payment made. Need either the subscription or process refund. How do I get in touch with a live agent who can sort this out? Thanks

16 days ago

Kyung KimConnector

asked in Plans & Add-ons

possible to Easyroam selective days?

HiI'm going to Mexico 1 week vacationI don't think I'll be needing roaming while in the resort assuming wifi is readily available... but would like roaming when I'm out sightseeing.Is it possible to roam on and off? Or once start roaming, it wont stop until I'm back in Canada?$16 per day for 7 days is lot of money....

17 days ago

EturnipBeginner

asked in Plans & Add-ons

Scam or legit?

I received a call from someone claiming to be from Koodo, offering me a $25 discount on the home internet plan (slightly better than the $21 discount offered online. But only available over the phone). I told him I would prefer to contact koodo directly as I'm uncomfortable giving out any personal information over a cold call. Is this legit? He scheduled a callback for tomorrow but I'm wary it might be a scam. Is this legit? Is there a number I can use to reach koodo directly?

17 days ago

Alexander von WesterholtBeginner

asked in Self Serve

already have an amazon prime account

I got the Amazon prime deal for 3 months for free. Now I'd like to do the stream plus deal, but it won't link my Amazon account because I have an existing account. But it wants me to get in touch with Amazon, but Amazon Says I need to get in touch with koodo...

17 days ago

lightcalConnector

asked in Plans & Add-ons

h.h.hBeginner

asked in Prepaid

Travelling Reduce Plan

Hello, I’m travelling for an extended period out of country and need to reduce my plan but I’m unable to complete the change online, and I can’t find an email address for customer support. Additionally Koodo call back service doesn’t callback to international numbers. Any help would be appreciated - thank you.

18 days ago

Kylie AndersonBeginner

asked in Plans & Add-ons

Not allowing the choosing of a perk after changing plan

Hi there, I switched my plan quite a while ago, and have had trouble getting the perk that goes with it. I try periodically but it has now been a couple months. I wanted to add the unlimited international sms but I have gotten the error/ice cream page every time. Please help?Thank you!K

18 days ago

Dan TonnerBeginner

asked in Prepaid

cost per minute with top-up

How many minutes of call time are added with a $10.00 (Canadian) top-up to a prepaid phone account?

18 days ago

K102Connector

asked in Billing & Payments

Koodo Prime / Streaming+ Billing

Hello All,I have paid through Koodo for Amazon Prime March 25 - April 24.Also signed up for Streaming+ with payment already processed March 31.Will I be refunded for Koodo Amazon Prime?Also is Streaming paid through Koodo or direct to Credit Card?Thank you !

18 days ago

Dennis24Beginner

asked in Plans & Add-ons

Account status clarification

I have this text in my account:“Your account is cancelled. You will still have an access for 3 months after cancellation.”after cancelling mobility and having only internet. Does it mean I need to look for new internet provider because mobility is what the account is based on and internet is only secondary service ?Thank you.

18 days ago

AnalangeConnector

asked in Plans & Add-ons

Billing: Charged change of plan 15 twice and 45$ because of a koodo employee

Hi,I called the koodo services the 26 of march before moving spain. My initial plan was to have my plan on paused and keep my phone, which is the 15$ plan. The guy over the phone couldn’t do is job and try to change my plan twice, but he was only able to put one for 30$. I thought it was nonsense since I could have it at 15$ by myself, but the site wasn’t working so I had to call. The guy in the end tried again and failed, so I told him to cancel my phone. He did. I should have been charge the rest of the month probably and that’s it, but I got charged April even tho I don’t use my phone anymore, plus 15$ twice for that guy trying to change my plan. I have no way to call back since I’m not in canada anymore, but I want a refund. Can someone help or had a similar experience? Many thanks

18 days ago

peterinvanNew Member

asked in Billing & Payments

Roaming charge, but I was in Sooke, BC

I was on a trip to Sooke, BC (which is about 30km across the Straight of Juan de Fuca from the USA), and I received a $14 roaming charge on April 9th. I do not recall using my phone, except to see the text message from Koodo about roaming. Please reverse this charge on my bill.

18 days ago

kayecRockstar

posted in Other

AGAIN - AGAIN - msg.koodomobile.com very unreliable

How can the infrastructure be this unreliable? This is the 3rd or 4th time in 60 days that email - > sms is down and this time it’s been down since Monday morning (currently it’s Thursday afternoon). PLEASE FIX THIS !

18 days ago

RodBeginner

asked in Prepaid

when do i get the credit for changing over phone numbers

When do I get my credit for changing over phone numbers from another company

18 days ago

Mike924Rockstar

asked in Plans & Add-ons

Can’t set voicemail ringing time 61

Greetings,Using an iPhone 8 Plus (iOS 16.7.7). *#61# doesn’t display voicemail access number (but it seems to be my phone number) and every parameter listed is shown as “disabled”.Let’s say my phone number is: (123) 456-7890. *61*1234567890*11*30# results in displaying: ”Error performing request Unknown error”, “Setting Activation Failed Voice Call Forwarding When Unanswered”.Troubleshooting done:iOS is up to date Network settings were reset Settings > Phone > Call Forwarding is disabled Settings > Cellular > Cellular Data Options > Voice and Data is set to highest “G” network (3G) Settings > General > Date & Time is set to the correct time zone iPhone was rebooted iMessages were turned off then phone shut down and turned back on No other SIM card to test with Voicemail and calls works fine.Q1. Why can’t I edit the ringing time with the code *61*1234567890*11*30# ?As I finished writing this post, I tried typing *#61# once more and it now shows that “Voice call

18 days ago

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