Managing your Services

I need a 8 number puk lock but I don’t have any other phone to receive calls. 

I already have the Unlimited Long Distance Pack (27 countries) on my account, but every time I make an international call I get a recording saying international long distance is not activated and that I need to call *611. Could you please check whether the Pay Per Use International Long Distance feature is provisioned on my line? It looks like that add-on is missing on the backend.

My sim has been locked, I need PKU #  tounlocked, can someone help me

I changed my Sim lock password and now need  the 8 digit puk code but can't seem to find a way to speak with a rep. Any suggestions anyone?

Lost cell service in ottawa this morning. Refreshed everything, restarted phone, removed Sim card and all other troubleshooting attempts. If its not a network outage, whom should I call to fix it?  

So recently I had an issue where my phone lost network connection. I received the koodo feedback email. I filled out the survey and in doing so I completely trashed Koodo's technical help infrastructure paying particular attention to Koodo Community as I feel it is useless and far more time consuming than it should be considering what I pay koodo per month for our 3 lines. When I completed the survey I get a message saying "we are sorry to hear about your recent trouble", then sent me here to the koodo community  to find help. Lord have mercy the amount of ignorance is staggering.Can't wait for my contract to be up.

I have been traveling in Australia and purchased a local e-sim. While switching over I somehow incurred an $18 roaming charge in error. Impossible to speak to an agent to have this removed as I cannot call from abroad. Please provide an email or someone I can speak to about this. Very frustrating attempting to get service 

My account number and IMEI number is not recognized when I am trying to enter it to port my number to Koodo. I did not do spaces, or dashes. I have tried multiple ways. 

I just added a 14-day Europe travel pass to my account. There was confirmation page said “You’re all done”. However,  the pass does not show on my list of add-ons.  In the meantime, Koodo sends me a text “ Nice. You have purchased more data to be used until the end of your bill cycle, which ends at 11:59pm on 2026-08-01-04:00.  Your data is not longer paused”.  It is not what I’ve bought. Checked with the online chatbot and it is totally suck! It cannot get my question, and no option to contact with a REAL customer service! I don’t know if the travel pass has been added and no idea if I can use it tomorrow when i landed the airport of Switzerland. What a horrible shopping experience! What further made me mad when I check this community is that seems it is already a common problem. Lot of customers has been affected before. Why Koodoo still selling this shit product to customer? Who can help me to solve the problem? Will change the service provider once I come back to Canada!

I am travelling in Mexico… have the airplane mode on, using my wifi at home, celular data off, roming data off and I keep getting text from Koodo that roaming started runjing for my ohone number and I will be charged unless I have a plan or pass. This is everyvtume I travel and I am gettingvtired of this. Customer service is impossible to contact. Help plase!

Hello,I subscribed to Stream+ for a while and it also came with CBC Gem Premium and ICI TOU.TV Extra as free add-ons.I recently cancelled my Stream+ membership, but I noticed that my CBC Gem Premium and ICI TOU.TV Extra subscriptions were still active at no cost.  However, I haven't been able to find any way to link my existing accounts with these services to my Koodo account - at least since my Stream+ membership ended.Although ICI TOU.TV provides a link to Koodo for subscribers to complete the process, it takes me to the checkout page but when I go through the steps it takes me to a page saying “Thanks for your interest! To subscribe to Encontinu+ or Illico+: You'll need to have a mobility or internet plan first. To subscribe to YouTube Premium: You'll need to buy it with Stream+.” and nothing changes on the ICI TOU.TV side.Is this a glitch, or is it just that I'm no longer eligible for CBC Gem Premium and ICI TOU.TV Extra since I'm no longer a Stream+ subscriber?Thanks in advance.

Recently, someone explained to me how they went through your whole 611 shenanigans just trying to arrange a support call. The callback system might be acceptable if it actually worked properly—and if your robot bothered to clearly explain when nobody could contact you because support was closed.I have now spoken with several Koodo customers who have expressed serious discontent with this system. Honestly, I was almost relieved to discover that I am not the only person who feels this way about how Koodo handles 611 support situations.Your customers get sent on quite the obstacle course just to ask a basic question, get information, or have an overcharged bill corrected. Ultimately, it feels like a disrespectful way to treat the very people paying for your service. Everything about the process spells terrible customer service.Explain this system to people in other countries—or even to Canadians using different carriers—and they suddenly feel grateful they are not with Koodo.Here is how t

Hi! Sorry to bother you, but it seems I accidentally clicked to pay my entire phone balance in full. Could you please let me know what I should do in this case?

I recently added the Mexico Caribbean 7 day easy roam to my account for $49. However when I landed in Mexico I received a text saying my easy roam charge would be $18 a day that I use data or call or text. Why? Is this just a generic message? It says on my account that the 7 day package is added and will be applied automatically when I land but I’m not sure why this texts says otherwise and want to avoid unexpected charges. 

I received $64 worth of roaming charges from June 26th-29th and I was just travelling up island, I never left the country at all.Please reverse these on my account. Thank you

I just activated my rooming can you check if it is working?

I recently deleted my my esim from my old phone thinking I could just transfer it from the site but when I realized I couldn't and its already been 2 days without a phone cuz there's no one around and I can't get to a kiosk so I'm stuck with no phone or data just my computer with a wifi connection I need a QR code for esim activation sent to my email PLEEASE its the one attached at *********edited by moderator to hide personal information

My mother has been locked out of her Koodo account by a scammer, with her login email as well as her password changed. Koodo only offers a callback more than 12 hours from now. How can she access her account to prevent fraud?

Hi there, I have moved out of Canada for 2-3 years., so I would like to discontinue my plan with Koodo, as well as paying off my balance. Is there any guide to do so from outside Canada? Thanks 

Hi Koodo Reps, an accidental Tab payoff was requested in Self Serve for phone line ending in 6923. I did not mean to pay off the Tab early. Could an official moderator please access the account and reverse this Tab payoff request back to the monthly setup? Thank you!

My account was suspended due to non payment but it has since been paid in full when will it reactivate or how do I call to fix this i need my phone today im waiting on a call from the court regarding my divorce.

I am trying  to find my account number  but have no luck I need help

I just joined stream+  today and had no problems activating the Premium versions for Netflix, Disney & Amazon, however I never received an activation email from Telus for their Film option.  When I go back to the KOODO self service section, it says Stream+ is active but won’t allow me access to select the Telus option.  it takes me to a downgrading page instead to choose another plan. Suggestions? 

There's an offer for $35 (incl $10 discount, making the total $25) unlimited text and calls in Canada plus 15GB data. I'm wondering if it applies to present prepaid customers or whether I can pass it along to a friend.

I want to change my free perk to the 3 Day International Roaming perk but unable to change it.  I keep trying the self serve for multiple days and keep getting error message saying I can’t.  This is extremely frustrating!  Can you please help me to change it?