Managing your Services

I have been charged $99.88 for international roaming which I believe I did not use.  Could you assist and help. I have been charged twice for the reconnection fee. Could you reverse one of them. Thank you.

Bonjour, je voudrais changer la langue sur ma messagerie. Lorsque j’ouvre ma messagerie tout est en anglais et je n’y comprend rien. je voudrais l’avoir en français. Merci de m’aider

I set up my preauthorized payments and need to set the date so that it lines up with pay day. How do I do this?

Hi there,I have a unlimited Canada-wide plan with Koodo, but I’m  overcharged for the Airtime service.I was never informed of this fee when I signed up. These extra fees are sickening me. Can you please help me to understand what Airtime is and how I can get rid of this service and why am I being charged???

How can I go back in Self Serve and see my actual usage for a month last year? 

Hi, I tried to change my new credit card for payment, but I got an error message says “something wrong, try it later”. I fed up to change my cc information. what should I do? #227 is real customer service number? they asked me PIN number so I am not sure this is real number or not. I tired to VISA and VISA debit but both not updated. any advice will be helpful. Thank you!

This is 4th time I got the wrong bill. I got nearly 75$ bill whereas the deal was for 45$. I can not waste time all the time commenting like this. The Koodo service is not doing anything. I can’t waste time and comment on community every month. Fix it ASAP. And please someone flag the rep. thank you.

Hi, I left Canada on feb 1, and I threw away my SIM card, also didn’t use Koodo service since then. But I am still getting my bill and seems like I have to pay for that even tho I don’t even have SIM card? Please help me with this situation. 

I have not been able to make a payment for 2 days already. There is a problem on the Koodo page, it says that please try again later, but 2 days have already passed.

For my own curiosity, can anyone explain why there is a 45-day wait period to add a new line online? I just switched from Virgin where my phone and my wife’s phone are on the same account.  When I attempted to add a line through Koodo self-serve for my wife I was told I can’t do it for 45 days.I find this frustrating and a little confusing.Any insights as to why the 45-day wait period would be greatly appreciated.

In January 2023, two female Koodo sales representatives visited me at my home. They offered me to change my telephone service to Koodo and told me that the plan to pay was $39 CAD plus taxes.On the bill the first charge came in for $55 plus activation fees, total 242$1.- They never told me that I would receive activation charges.2.- the amount to pay is incorrect.My wife called 3 times requesting the cancellation of the difference in the price of the plan 16$ for each phone line and the cancellation of the activation charges 50$ for each line.Two months have passed and I have received two bills and I still have not received the cancellation of both charges.Your customer service is inefficient and even worse, I cannot file a complaint against the people who activated these services because not even Koodo knows how they activated it. .In total, I recognize as a charge for the services offered $39 for each line from the month of February

I would like to sign up with a Koodo prepaid plan so I went out and bought a SIM card from a kiosk. I then started the on-line plan purchase process but early on (and before completing the process) I found out that I will have to purchase another SIM card (even though I already have this new one). If I had realized this before I certainly wouldn’t have bought a SIM card at the kiosk. So I’m wondering how to proceed because I’d like to sign-up for Koodo prepaid but I’d like to do so with the SIM card that I have already purchased (if that is the correct way to do so).

I didn’t set up call forwarding while in Canada because I didn’t have a phone number to forward to. Now that I am abroad and have a new sim card I need to forward sms messages coming to my Canadian number to a new foreign number. Could someone please explain how can I do that? I looked thought SelfServe menues of https://www.koodomobile.com/en, but didn’t find a place to enter a number of a phone to forward sms to.Thanks

I have 50GB data and Unlimited call, message plan.Does this add-ons mean free data, calls and messages in the US?

Any idea on why after re-activating my phone from a seasonal hold last Sat March 11, I still cannot get data on my phone? I can see that the system already started billing me immediately after i completed the transaction. That is from March 11 thru end of March, including the advanced payment for April.Is there anything i am missing that i forgot to do?

I'll be in the states for 9 days, and expect to use only texting and a small amount of data.  It appears that pay-per-use roaming is the better way to go.  I've removed US Easy Roam from my add-ons, but I'm not sure what else I need to do to ensure I have no Easy Roam and no other surprises.  This is what my add-ons look like.  Can someone confirm that I've done what needs to be done? Also, since I expect to use some data in addition to texts,  I gather that I have to leave Mobile Data and Data Roaming set to on on my phone - is this correct?My add-ons$0 Call Control$0International Data Roaming$0Pay-Per-Use Intl Long Distance$0Koodo VoLTE Access$0International Voice Roaming$0Total add-ons per month$0

Hello, I would like to dispute a roaming charge as I was on Canada but near the US boarder.

Hello,  i just changed my plan from 65$ 20GB to the new plan 65$ 30GB data and it says in my data usage that only 19 is available. why is that?

Is it possible to change my plan so I am paying less? I have way too much data that I will ever use. Currently on $55 50 GB plan postpaid. Thanks in advance.

Hello:As per most mobile providers the international pay per use data fees are as clear as mud.For the examples below are the data allotments per bill cycle (as SMS is clearly spelled out or per text)  or for a 24hr period like some other providers?In other words if I am in the USA for 14 days during my bill cycle and use only 40MB of data in total will I only be charged $10 as its under the 50MB cap? I ask as iPhones appear to have data leakage issues irrespective of cell data and roaming being off.  Example being 0.7kb in system services to find a new time zone and I’m tired of being charged 12-16$ for roam like home services when this leakage happens. Taking the SIM out or using Airplane mode is not an option as I have an elderly mother and I may have an emergency call.  I also can’t access any Banking Info that requires sending two step SMS codes!!In other words its bloody frustrating.  Any help appreciated.ThanksG 

My data works fine and I have good service. But everytime I go to make a phone call it is just silent. No rings go through, nothing or call failed. I can't get in contact with Koodo because I can't call and there's no way to chat online with someone. I’ve turned on and off the phone, I reset everything, I took out the sim, I left it off for an hour. Calls ring but won’t connect. This is iPhone please help

I tried to access my voicemail messages last night (9 of them) on my cell phone only to find that all 9 vm msgs had been deleted.  I did not do this.  Is there any way to retrieve these vm msgs??  Thank you.

I currently have the Unlimited International SMS as a perk on my account. I’m considering changing my plan and using the Rolling Data as a perk instead (that is appealing). The thing is I will have to pay for “incoming” international sms? I don’t care about outgoing because I don’t really send any, but with 2-factor authentication up the ying yang nowadays and some of those will probably originate from outside Canada. Will I get charged for those? If yes, how much per  “incoming” international sms?

My bill is suddenly $10 more and I'm not sure why? There is typically this monthly credit (see in red) that appears that is no longer showing on my bill this month. There was also an additional $3 add on that magically appeared this month that I definitely did not request leading to a total $13 increase. Monthly and other charges (Dec 02 to Jan 01) $50 12GB UL Can mins SFD $50.00Mthly credit (before tax)* -$9.52AB 911 Government Fee $0.95Tab Charge $15.83

The Self Serve Address Change application is BROKEN !When I start typing my address,  my correct address IS found.  But when I select the correct address, the pop-up window that then appears and says “We think we’ve found a match. Select your address:” shows an incorrect address - an address that does not exist !The same window pops up with the same incorrect address  when I enter my address Manually !  In effect, there is NO OPTION to enter my address manually.I’ve seen somewhere that Address Change can only be done via Self Serve for “Privacy and security reasons”.   Then I saw posts here by others with problems changing addresses. They were helped by people who were “Mobile Master” or “Official Rep”.  Who are these people? Are they employees of Koodo like those whom I used to talk to on the phone in the past?For years, I haven’t worried about my billing address being incorrect -  because I don’t get my statements in the mail.  But now I may need to wor