Managing your Services

I activated wifi calling while I was in a service area and it is not working. I work in a remote camp for 2 weeks a month and need it. It worked fine on Bell so should I switch back ? let me know asap

call over WiFi stooped working, can’t add it in self serve.was working before.

Since I have switched my phone on black friday I have 2 data cycles. As when i changed my phone my billing switched from 14th to 14th  to 1st to 1st. Thing is ,my cycle was not completed and i was charged for new cycle then. Which at that point is ok . where it is frustarting is that my connection gets blocked saying I have busted the data and when I look in setting I have used 3g out of 12th  from 1st to 1st.   I have been dealing with this for few months and could nt use my phone s internet for several days. Feels like I should nt have to pay for these days I could nt use the internet while being way under the limit.  Can someone get back to me and fix this.   Now today to top it off , i requested 1extra G for 25$ as it will not be charged ( or reimbursed) because of storm we had in montreal. I get the message I have purchased the 1G fro 25$ but still can’t go online.   Really hope I will not see this 25$ on my next bill. that would be plain insulting.

Hello I am wanting to upgrade my phone but I am wondering what happens well I wait for it to arrive does my old phone still work tell it gets here?Does it cancel the plan on this phone  I am a little worried about doing this online

Hello,Can i get a pst exempt form for first nations please?

I recently had my phone stolen and I got a new SIM card today. I did not deactivate the old SIM card, but I did register the new SIm card to my number. I’m just wondering if registering the new SIM card automatically decativated the old one (ie. can the person who stole my phone still call/use my data)?

KOODO violated my credit.I have purchased a new phone with a network from KOODO on DEC 2022 where I gave my address ID and my credit card information for pre authorized payment and initial payment of CAD 50.I had no issue for first 4 months with their service. Every month I get message saying, ‘your billing date is near’ and once the date passes the service continues presuming the payment is automated as I have already provided my credit card information. After 4 months , I got a message saying I have past due of payment of 4 months and need to pay immediately. So then I dig into the issue and found that my credit card information is missing in my account. Later I paid the balance and went on. But apparently after couple of days I realized that my credit score went 124 points down!. I contacted Tranunion and they confirmed that the score was affected because of KOODO. Then i called the network to check the situation. They said they sent a message to me about my payments and I did not p

I would be stopping my koodo prepaid service but I have remaining balance on the account  would I be able to get a refund on this amount or be able to transfer the remaining balance to my friend number that is also with koodo?

Prepaid Plan LYROW6

Can someone please help with how to resolve a fraudulent third party charge?  Koodo is not helping and the runaround I’ve been given has taken so much of my time.  Thank you!

I received an offer on Wednesday, April 5th to switch my current plan from 12 gb to 30gb for the same price. I looked at the plan, but it wasn't clear if I was only increasing my data and I planned to check it later, but now when I click the link in Koodo's message, it times out. I'm a little concerned the offer has disappeared, the chat function wasn't very helpful, and I still don't have the details of the offer.

My voicemail is not working. I activated it, but when someone else calls the line, they only get a busy signal. Please help.Thank you

can anyone give us an update as to when we might see volte for koodo prepaid connections? There is another thread on this topic dating back 6 months that is now locked for comments whereby a Koodoo rep estimated by the end of 2022.  The end of 2022 has come and gone, time for a progress report.VOLTE might resolve some of the issues prepaid customers are experiencing in the U.S. (but necessarily all)

I am planning to go travel for two or three months, and I will not use koodo mobile plan for that period of time so I want to temporarily deactivate it. But I also want to keep the current plan and all the adds-on I have and continue use this plan after I done my travelling. I am worried if I deactivated my plan, I will not be able to keep my current data plan, which is really great for me. What should I do? 

Hello,I have never had data before and recently added it. When I turn on my data now (in an area without wifi), an LTE or LTE+ shows up on the top of my phone. Is this what I should be seeing? Just want to make sure I'm not incurring extra charges.Thanks!

A few days ago I received a text from Koodo that suggested I switch to a  plan that offers 20GB instead of my current 2GB - at the Same Price.  So, I looked at the details of the new plan.My 2GB plan had always included “Unlimited international messaging (text and picture)”.The new plan I would switch to includes “Unlimited Canada-wide messaging”  Plus  the “Perk” “Unlimited International SMS”.It appears that if I switch, nothing will change for me except the amount of included data - from 2GB to 20GB.But I decided to look at the “Legal Stuff”.  The “Legal Stuff” at the bottom of the “Mobile services > Change my plan” page says:Includes text and picture messages sent and received anywhere in Canada. Long-distance rates apply to text messages sent internationally from Canada.  Question for the Koodo Reps:   Does the small print above (in bold) mean that “Unlimited International SMS” is only as unlimited as my funds are?  

Hi,  I just signed up for 2 lines with koodo for my brother and I and it’s under the same account,  I was wondering will he have to share the same account as me to check his usage or can he have a separate account, if so how can I make an account for him if I only have one account number.   Thank you. 

Received a text message indicating that 10240.0 MB were rolled over from the previous month, checking the usage on self serve, only 2931.0 MB were rolled over. I am on the 10gb monthly plan.Anyone able to explain why this is happened?

Lost my iphone but I know where it is and no one is going to have access to it, so that's not the problem. But until I get it back, I need a phone. Can I temporarily switch back to my old android phone from 2021? It still has an old sim card in it.

Dear Kuddo Community,I am writing this to clarify a misunderstanding and false charge that was included in my recent bill. As a loyal customer, I would like to request your attention to this matter, and I hope that this issue will be resolved soon.Last month, I noticed that my bill was overcharged by $121. When I reached out to your customer representative to inquire about the charge, they informed me that it was for roaming, and I paid the amount despite my hesitation. However, this month, I received a bill of $281 for receiving a call from Canada while I was traveling to Guatemala. I was under the impression that the call would be free, as informed by your customer representative before my trip.During my recent call with your customer representative, I explained the situation and requested clarification on why I was charged such a high amount. Unfortunately, after an hour of discussion, my call was disconnected, and my issue remained unresolved. I am disappointed with the lack of att

My phone stopped working today and I’m trying to assess my options. I only have $30 left on my tab which I’m fine to pay off but my current bill status that I’m making payments on is over $200 so I don’t know if it will prevent me from upgrading? I’ve tried to do it online and keep getting an error “Our systems aren't able to process your request at this time. Check back shortly”I also want to be able to keep my current plan which is $55/month. Would the tab plus $27 monthly charge be applicable to add to that?

On my add-ons I have both of these:$0 Int'l Long Distance SaverPay-Per-Use Intl Long DistanceI can’t remove the Pay-Per Use add on.Two questions:If I call the UK, which one of these add-ons will be used to bill me? How much does the Long Distance Saver plan cost? In my add-ons it is listed at $0 per month, but in some documentation, it says it costs $5 per month. Thank you. 

I’m trying to upgrade my phone to a ‘new’ pre-certified phone - every time I get to the cart, no matter which phone I choose, it tells me my current plan doesn’t support Stream+ so I have to choose a new, more expensive plan.I don’t currently have Stream+. I don’t want Stream+. Nothing on any of the phones say Stream+ is required.  This is unacceptable bait and switch tactics - either Koodo is trying to force me to get a more expensive plan for no reason, or trying to force me to pay for a service I don’t want and have zero need for, or they are trying to do BOTH.At this point I’m ready to join my husband’s Fido plan, as Koodo is getting worse and worse by the day.  At least they don’t force him to unnecessarily upgrade his plan or get stupid services he doesn’t want just to upgrade his phone.

Hi,In my plan it says I have a cap of 10g of data usage. But when I look on my phone in the data section it says my cap is 5g. Can someone explain to me the difference? Thank you :)

I would like to switch to Telus so I can get a US/Canada plan but I really don’t need unlimited data.  I would only need it for one cellphone.  Is there a way to get a better price with less data?