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3986 Topics
C
CherylAnneBeginner
asked in Other
sos only new phone

I received my new iPhone 13 in the mail from Koodo. I took my sim from my iPhone 12 and put it in and the iPhone 13 says SOS only. It still works in the 12. What am I doing wrong?

553
D
13 days ago
M
Mahtab25Beginner
asked in Billing & Payments
Refund cheque from Koodo expired

Hello, I received a refund cheque from Koodo dated 2023-08-10. However, I had changed my address and didn’t receive it on time. Anyhow recently I got the cheque, but unfortunately, it has expired, and I’m unable to deposit it into my bank account. How can I request a new cheque from Koodo?

252
Flo Koodo
13 days ago
T
tpinchinBeginner
asked in Plans & Add-ons
Perk didn't transfer to new plan

I recently changed phones and plans on both lines under my account. Our previous plan and the current selected plan are eligible for a free perk and previously we had the premium voicemail selected. However, since changing our plans this feature is not working and when trying to re-select the perk at the “Pick your perk” screen, “Premium Voicemail” is checked off and says “Free”, but when I review my changes, it says “No Perks selected”. 

212
Flo Koodo
13 days ago
B
Ben GanongBeginner
asked in Billing & Payments
Billing question

I just switched over to Koodo and my plan stated that I would get an “Additional discount of $5/mo. when you set up auto-pay”. I’ve set up auto-pay and I don’t see the discount on my bill.  Am I missing something?

313
Flo Koodo
13 days ago
R
Robyn CammCoach
posted in Billing & Payments
Scrap AI assist

I came to Koodo because I was able to reach a human being at customer service in 2006.Today, I am finding another phone company because I run a business and can not reach customer service while Koodo continues to take my money.I have the International SMS perk, but am still getting charged for texts to the USA. Trying to reach someone to talk about it... impossible. I work 4 jobs that have crazy hours.Even when they call back two days later and I am available, they either can't speak English or have no clue and give me the run around.18 years of Koodo, only to be completely disappointed with the lack of customer service in favour of badly trained AI that can not answer my question.

351
Flo Koodo
13 days ago
Shahik Khan
Shahik KhanConnector
asked in Billing & Payments
Extra charges

Hello,            Koodo bot “ 1- Stop adding money to your account. Your account will cancel automatically after 90 days.” I have been billed 2350$ how is this possible? Greetings 

331
Mayumi
13 days ago
F
FairfaxCBeginner
asked in Self Serve
koodo has charged for stream+ while also deactivating my stream account

Recently my husband upgraded his phone online. This created a huge issue as we also use the Stream+ service for Netflix, Discovery and Apple+. For whatever reason, our stream account was deleted and it took hours to get this issue sorted. This was after waiting the day or two for our phone call back because we couldn’t stand the self help run around. Then I made the mistake of also upgrading my phone a few weeks later. I should’ve expected that the issue would return but I didn’t. So now we are being charged for Stream+ (which we want but cannot get) because the individual who answered our call back could not figure out what our difficulty was and no matter which way we attempted to describe the problem and what had to happen to fix it before, it was a frustration for everyone, was not resolved and we’ve not heard anything further. I used to love Koodos customer service but it’s pure frustration now and I have no way to fix this issue. 

191
Flo Koodo
13 days ago
Wookie Shufflez
Wookie ShufflezBeginner
asked in Billing & Payments
billing

Checking my billing.

303
Dinh
13 days ago
A
arealzjcBeginner
asked in Other
How to get a refund when I ported out from koodo

I ported out from Koodo in Black Friday. And my account balance get a adjustment because of the change. Now I have extra money in my account, which I should get a refund before the account is deactivated. What should I do right now? It seems the online agent is slow though. Maybe go to the koodo reception in mall ? 

383
D
14 days ago
S
siva383Organizer
asked in Plans & Add-ons
Issue with "Pick Your Perk" included free feature - Plan not getting updated

With my recent upgrade, Self Serve is correctly showing “Pick your Perk”. I selected “Unlimited International SMS”, reviewed, and confirmed. It shows “Your plan has been updated” (also shown in the summary screen print below) But the plan is not really getting updated.  No email was received as well.I have repeated this procedure several times over the last 2 weeks - no improvement (This issue was happening well before and after my recent changes to Add-Ons, so it is unrelated to Add On changes). Can someone please assist and update my Perk selection in both my lines. Thanks, Screen prints: 

708
S
14 days ago
Shahik Khan
Shahik KhanConnector
asked in Billing & Payments
false charges

Hello,             I am not using Koodo mobile since 2021. Now I got billing charges 2350$. How can I resolve this issue? Greetings 

747
D
14 days ago
L
LuvacuppajoeBeginner
asked in Self Serve
Can't register a second new phone

I am new to Koodo and just got 2 new phones.   The first one is mostly set up but I can’t register the second one on Koodo self serve.   I’ve tried 3 different emails and 2 cell numbers and I’m not receiving any email or text with a verification code.    The phone has a new SIM card and I’ve successfully loaded all the settings and apps from my iPhone backup.   The phone is showing Koodo as the new carrier and shows the temporary number they've assigned - because I can’t register and port my existing number.  I can’t receive or send texts.   I requested a call back but that’s nearly 48 hours away and I need the phone for work.  Any ideas for a workaround?

284
L
14 days ago
V
Valentina1Beginner
asked in Other
False advertisement Stream + bundle

Stream + bundle advertised for $10$/month for 6 months. When I enrolled, they only gave me 3 months. How can I rectify this?

352
V
14 days ago
S
ShelShelBeginner
asked in Billing & Payments
Two days charge of EasyRoam, I had data roam off

I was in the USA from December 16th to 23rd.   I am sure I had data roam turned off.  I did not want to incur any extra charges unless it was absolutely necessary.  My bill says it was triggered December 16th and again on 17th, both for 1:00min.  But any use, I was on airport wi-fi and then family’s wi-fi.   I checked Usage and there are 5 items on the 16th but nothing on 17th.  Yet when I click on a different date, the 16th changes from 5 items to 1 item.  Click on the 16th again and it goes back to 5.  I’m not trusting Usage report at all now.  So all I can think of, is that when I crossed border I received a “we noticed your in the States” text from Koodo and then another text offering insurance (was it on the 17th? or later 16th? I cannot remember but they were not back to back. I did not keep the messages as I had no interest in them, barely read them)  - did Koodo’s texts trigger the two charges?

402
S
14 days ago
J
Jim YoungblutBeginner
asked in Plans & Add-ons
Europe Easy Roam Travel Pass

We will be traveling for more than 30 days in Europe. Are we able to pay for 2 consecutive passes (60 days) upfront or do we have to renew it at the end of the first pass. 

352
Georgia Koodo
14 days ago
B
bandgCoach
asked in Plans & Add-ons
Free rollover perk selected but not applied

I recently purchased a new phone from Koodo and as part of the process had to “change” my plan to what is essentially the same plan as before.  The free perk was rollover data, but it doesn’t show up in the add-ons listed and data didn’t rollover at the end of the month.  When I go to manage my perks, the rollover data free perk option is already selected, and if I try to complete the process it says nothing was selected and so does nothing.  If I try to remove the perk, it asks to confirm I really want to remove the perk and then shows an error message saying there was a technical problem making the change (I tried this twice).  So, I don’t seem to be able to add it because it’s already added (but not actually applied) and I can’t remove it and attempt to re-add it.

364
B
14 days ago
G
Gary BelangerAdvisor
asked in Billing & Payments
Can I create separate accounts for each line online?

We currently have three lines for three different adults under one account. Koodo will not allow us to use three different banking accounts for the auto-pay feature. Can the three lines be split off into separate accounts online?

262
R
14 days ago
K
Kendrick_ckkBeginner
asked in Billing & Payments
Wrong bill charged

Hi, I was a Koodo customer but I have quit for two months already, but now I received a bill that I do not understand, please help me to check that is going on of the bill and please make sure Koodo would not send me any bills on the future, thank you.

291
Flo Koodo
14 days ago
D
drPetrBeginner
asked in Other
"Call ended"

Just switched to Koodo from Telus (iPhone15) in Canada.I can’t place any outgoing calls. Upon dialing the number and trying to place the call within Canada, the screen immediately turns a shade and a “call ended” message flashes.Have activated LTE (switching from 5G on Telus). Not sure how to fix this.

212
D
14 days ago
M
MisschrisBeginner
posted in Plans & Add-ons
internet

Do you have a package , which allows me to set up an internet service for my granddaughter who has FAS.. she needs to be able to watch movies and play some games.. on her tablet. 

151
D
14 days ago
D
DoyourcrosswordBeginner
asked in Billing & Payments
Incorrect invoice to what was agreed on

Hi,Since opening my account two months ago, both invoices have been incorrect to what was agreed upon. Two iPhone 16 plans that should have been totalled as for the first line $55.38 ($29 service + $26.38 tab) and $49.38 ($29 service + $26.38 tab - $5 credit) for the second line have had invoices that exceed this by a significant amount. I am over paying close to $20 dollars for each iPhone 16 line for two invoices now. Could this please be addressed?Thank you

585
D
14 days ago
H
HjhmConnector
asked in Other
home internet activation

I received the modem, but I haven't received the activation email, how can I know the date, or can I do something to activate it now?

517
H
14 days ago
J
joshwangBeginner
asked in Other
Different number sending text

I just transferred my phone number from our previous provider to Koodo yesterday. I’m able to send texts and calls to the old number with no issue. However, when the phone sends a text it is showing a different number. How do I fix this? I haven’t done anything yet with our previous provider because I wanted to be sure Koodo was working properly.

324
Flo Koodo
14 days ago
M
mariehelene
asked in Billing & Payments
Wrong plan price

Hi! I signed up for the $27 prepaid base plan with unlimited calls & texts and 20 GB, with promotions for an extra 5 GB and the third month free (see pic). However, in my account it says that I’m signed up for that exact plan, but at $29 per month (see pic). I was also charged $29 (see pic). The website doesn’t even offer a plan at $29 per month (see pic). How can I correct this and be charged for the plan I selected at $27 per month? I don’t want to change plans in the Self-Serve on my own because I’m worried I’ll lose the promotions. Can you help? 

794
M
14 days ago
Z
zackyBeginner
asked in Billing & Payments
outstanding balance

I was missing a few payments due to some reason，right now I try to log in to self service and pay up the balance，somehow and I just can’t log in to my account，is there any solution for that？

434
Z
15 days ago

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