Managing your Services

Lost my phone, tried to have it blacklisted before I purchase a new phone with a new number. Digital Assist says I need to speak to a rep. I schedule for 9:30pm EDT. I get a reminder text that a call is coming. It’s now an hour past the time they were supposed to call and NOTHING, and no way to contact THEM. Do they want to lose my business?

Hi,I received an email promoting a Canada-US plan, promo code KT2USA, from this phone number:1-833-896-0545.Want to verify this is from Koodo/Telus before I give any info to change plans, etc. over the phone…Thanks in advance,Steve

Ported in last November and my two referral credits still have not yet been applied to my account.  Please help.

Hello, I have a big issue with koodo right now. I’m a university student from Peru, and when I did an exchange to vancouver, koodo offered me a service, they gave me a sim card but I never used it.I kept receiving emails to activate my account but I blocked so I no longer received more emails from koodo.A few months have passed, and yesterday I received an email that says that I will be assigned to a collection agency if I don’t pay the service. I want to pay but I’m no longer in Canada and I don’t know where the SIM card from koodo is. I try to login but it says that I can’t login with my email and also can’t login with the phone number they gave me. I want to speak with a rep but they don’t make international calls.I really want to solve this problem and pay in order to avoid to be assigned to a collection agency.Can someone please help me? I’m really worried

How do i call long distance call to India from my koodo number,.when tried adding 011 before the Indian mobile number, it doesn't work ,any idea on new process on calling to Indian number?

I am currently on a plan with Koodo, but my phone is five years old and I need a new one. I plan to buy one from Apple and use it via Koodo, but I’d like to just keep the plan I have rather than upgrade to the minimum $60 that they default offer online. What can I do?

Received text offering AddTEN or ADD18 for corresponding extra data.  My question is how this reflectsmy current plan and will I have this extra data for as long as I want or will it expire after 2 years?Just want to know if it is as simple as it reads with an extra $3/month for 18G.

Had to cancel plan to move to a different country, expected to pay remaining tab balance but have two charges on my final bill. I am being charged $462.00 for Tab Debit - Cancellation in addition to $527.90 for Tab Bonus Debit - Cancellation, why is this? Can anyone explain why they expect me to make these two payments?

After I placed an order through the koodo mobile website I started to receive scam calls and text messages that bypassed the push a button feature to continue call thing. They say they are UPS and I need to pay them.  They have my full name and address. They are calling me and texting me. This is a serious problem as koodo is not protecting my information.

I have a  Motorola G7 and am a Koodo customer.  I recently purchased  Motorola G Pure while in the United States through the dealer Boast Mobile.  I put the Sim card from the G7 into the Motorola G Pure and it shows Network locked.  The display shows the unlocked padlock.  I cannot use the phone or text messaging.  Message says cellular network not available for voice calls.

So I try to set up myself service account I've used my phone number and I use the account number and I still can't get it done every time I get to the point where it asks me to type in my password then retyping in ask a security question I then hit enter and I get this big huge giant box of f****** pink crap that turns around and says error this error that error this that goes on for at least half a page. If anybody wants I'll gladly send him a picture of it. I have all my contract papers and yet for some reason when I try to follow the emails that they sent me what to do I keep getting road blocked at putting my password in 

After about 20+ calls to Koodo over the last 14 months Freddy was the only one out of 20 +  promising agents to call me back. This has been a long an frustrating year +. Having been charged for a phone for the last year for a phone I never received, spending 30+ hours trying to get this resolved. Very frustrated for wasting so much time on the phone and numerous visits to a Koodo kiosk. Government involvement and Court was my only next step I could see, But thank you Fredy for caring enough to get back to me. Hopefully this is the end of it. They say it will take over a month to get my $1200+  refund back. Feeling very disillusioned with Koodo. I'm thinking they should compensate me for time wasted. Almost disappointed I didn't make it to court to get paid for my time. But I know that is wishful thinking. Thanks for making it to the end of my rant 

For some reasons, I paid my bill twice in February. And again, I paid my bill one more time in March. Do I have to pay the April bill. I’m a monthly customer.

Hey folks, My old SIM stopped working randomly. It was pretty old so I figured it had just lived its life.I got a new one to replace it, activated it and switched them. It worked for about 10 minutes and then suddenly stopped.I can’t phone Koodo to ask because, well, no SIM card. 😉I have two questions: Is there such thing as email support for Koodo? And, does anyone have any idea what might have happened here? Has anyone experienced this?(In case it matters, the phone is a Pixel 6)Thanks!megan 

I finally paid off my Koodo tab on my last phone bill on March 6th 2023. My bill while paying off my tab is $77 (even though Koodo charged me $88 for no reason for the last year 🙄🙃) I have confirmed several times my tab balance is $0 yet Koodo is still saying my bill due for this month on April 6th is $77?? Should it not be $40 something now that my tab is paid off? How would I go about getting them to change this? I refuse to pay them anymore money than I already have. 

How do I schedule a call to explain unexpected charges on my bill?

I know of people spending 45$ a month or less with an approximate 40-55GB data plan.I would like said offers to be sent to my koodo account for reviewing and options offered.It is non cohesive that you offer certain members a 45$ / month fee with a 50GB data plan while i pay roughly the same price for an approximate 10GB of data per month.thank you.

My Public Mobile phone shares the record of my calls and FaceTime of my Koodo phone. I had the SIM card in my Koodo phone removed for 7 weeks while on vacation and replaced with a SIM card from the destination. The Public Mobile phone displays the activity, phone and FaceTime of the other phone during the 7 week period when Koodo was not being used. They have 2 different account logins.Also, during the 7 weeks, the PublicMobile phone was left on as our home phone. It registered data and phone calls and no one was in the house and data usage, at 12:16 every night.Is there a phone number that I can use to call Koodo or should I call Telus? Why and how is the PM phone getting usage information from the Koodo phone?

Hi, I was just wondering if click2pay is legitimate. I used it when I received a payment reminder and now I'm second guessing it.

I called tech support and didn’t get anywhere. Who can put me in touch with the Spam Filter gods at Telus/Koodo? Any help appreciated. Thanks,Daren

My uncle recently passed away and my cousin is paying his bills and his phone was through Koodo. She still doesn’t have access to his bank accounts but can get a cheque made at the bank to pay the bill. Where do we send the cheque? What is the billing address for Koodo?  thanks. 

I received my first bill, overbilled for connection fees and monthly charges in November 2022. I reached out to Koodo customer support over the phone and the store manager in person several times to get my monthly bill adjustment. Meantime, I continue making partial payments.My bill was finally adjusted in March 2023 (it took 5 months) but now I am asked to pay late payment charges for all months except last month. Wondering how I can dispute the late payment charges for the months starting November 2022. 

I just switched over to Koodo and had my number ported over. However, I cannot receive any texts and if I send texts, the other person doesn’t receive it. I have restarted my phone too. How can I fix this? I have an iPhone. TIA!

Why doesn't Koodo just allow us to type in our city instead of choosing from an incomplete menu? I live in a major city and it's not even listed. On a quick review I see many cities and towns missing from my province alone, so it’s an issue for hundreds of thousands of people.  What should be quick and simple (log-in, enter new info, save, log-out) turns into a drawn out process of having to call a rep. There are many other posts in the community regarding simple address issues; why does Koodo make more problems and work for it's customers and themselves when it could be a simple fix?

I was trying to get my 2022 Koodo prepaid payment history (for tax purposes). I discovered (1) that the payment history only goes back 365 days from today, which is disappointing, but also (2) that the “Custom” date range in the payment history section is hopelessly broken. When you select it, you can select a custom date range within the past year, but when you apply it, you still get the payment history for the last 3 months (or 6 months, sometimes). The fact that the box says “3 months” after you click on “custom,” though now it has a purple border on it.I went looking for a customer service email, so that I could report this bug. Guess what? There’s no such thing. Apparently if you’re not willing to play footsie with the assistant or wait on the phone, they don’t want to hear from you. OK, I guess I’ll post to the community.I went to the community page from within my prepaid self serve account and went to make a new post. It wanted me to log in (though I was logged