Managing your Services

My monthly allotment of data was used in a matter of days.  There are some unusual high periods of data usage.  While there have been months that I use all data, it’s never within a couple of days.  Could this be some sort of glitch?

I pay for my daughter's plan she lost her phone I have a new sim card and phone that I want to activate for her

Previous charges and payments Amount due on your last bill (Jan 31) $58.45Payment received Feb 15 - Thank you -$58.45 New charges Mobile services $63.58 GST / HST $8.27Total new charges ................................................................... $71.85Total due.................................................................$71.85 Hi, Above is previous and current charges I have received. I have 2 yrs contract and not done any changes . Its been 1 yr 3 months now. Wanted to know why these additional changes in pricing? 

Hi everyone 👋Newbie with Koodo here.I would like to pay off my Tab Balance in full before the 24 months, and I don't plan on cancelling, upgrading or changing my plan. If I do this, I just wanted to confirm that I won't have pay back the Tab Bonus and no penalties? Is this correct?Thank you in advance!

I need to change the name on the account and the email address for billing.How do I do this?

I have been trying to talk to a koodo agent for months now. That stupid machine will not let me go to an agent. What can i do here i am extremely frustrated. They keep me charging me for bullshit and i cant even call customer care to get those charges removed? 

I have been using my cell phone as also my business phone for texting only, but my customers keep trying to call me. So I want to have a business phone number that's texting only to communicate with them on, and have my personal phone number for the rest of what I need. Is there a way to do that? 

Hi - I checked my data use (very low) and see that there are several “events” that use data when I am asleep. Usually between 2:00 and 6:00 a.m. Most are for less than a MB but this week there was one that used 35 MB! Why? I am not checking sites, receiving or sending anything. As I said, I am asleep and I don’t use my phone while asleep. When my phone is at home, it uses my wifi so data should not be touched. 

Keep getting error message, “Sorry! We can’t complete this process right now. Please try again later.”

Having issues with connecting new SIM card. I lost my previous SIM card while travelling and purchased a new one. I get to step 5 (https://www.koodomobile.com/en/help/koodo-sim-support) and the screen keeps loading after putting in the verification code from my email. I really need help with this as I am not getting my messages and can’t use my phone when not on WIFI. I tried to get a call back from a customer service rep and then realized I can’t be called on my number as it’s not associated with the new SIM yet. URGENT help!

Do I need to remove my sim card when I am on a seasonal hold? I have an esim arranged for a trip to Europe but was hoping to know if I need to remove my physical sim card. Thanks!

My wife and I will be travelling out of the country soon. We have our phones on the same account, but obviously have individualized plans. What I want to know is if we will both have to add Easyroam for $16/day  or if we add it to the account and may both use it.

On March 3 and 4th I was charged for unexplained data usage to the tune of approx 3.7G of data overage. This happened in bursts of data usage while my phone was sitting inactive. Where do I go to get an explanation for this?

I have a contact who lives in NS, and have been charged roaming fees for text messages to their canadian number. Neither of us are/were roaming or travelling. I do not live near a boarder.Why is Koodo charging roaming fees here when the contact’s number is both Canadian and not connected to my account in any way? I see several guides from Koodo and community suggestions on how to prevent this. That being said, it should not be a customers responsibility to require both their own phones, and every one of their contacts to have device specific roaming settings enabled to prevent these erroneous charges. This has been a problem for years. When is the solution coming?Regarding the charges. How can we rectify these?Regards,Scott

Can I text outside of Canada (from within Canada) with no additional charges?

I was charged a roaming fee but didn’t leave Canada.  I was also charged an application fee but have no idea why.  How do I get the roaming fee reversed and more details on the application fee?  

I switched to Koodo now and I was told the Sim card is being sent by mail. Meanwhile, I got a email to create a self serve account. When I created it, it has a different number. I haven't put the new Sim card yet. I need to keep my old phone number, how can I keep my old number when I switch to Koodo? 

How do I reach a koodo rep or a callback. I need to cancel my koodo contract.

I have a 5gb monthly promotions (valid for 12months) applied to my Koodo account, I would like to know if I change my plan, will I still have the promotions applied to my account?

Hi.  I recently travelled to Portugal.  When I charged my phone, somehow the airplane mode was accidentally turned off.  I was charged a ridiculous $76.60 in about 60 minutes before I noticed what had happened.   I immediately turned cellular service off for the rest of the trip.  Can you kindly reverse the charges for this accidental oversight.  Thanks.   

Hello was wondering if anyone knew if promo credits take a bill or 2 to be applied?. Upgrade phone with promo upgrade375 supposed to get 25 dollars off for 15 months. Just got first bill and noticed no credit wanted confirm if missing or will take awhile apply. Kind regards 

Hello! I can’t receive any verification codes from my bank and other apps. This started in February I believe, and if it helps I had switched plans for more data back in November ( ~8gb 4G to 20gb 4G). Right now I cleared my cache and restarted my phone but still didn’t fix it. Any ideas how to resolve this issue?

My usage shows a roaming charge at 2040, then again at 0135 the following day in the same country. I know when traveling to different countries in the same day with different roaming prices you get charged twice but this is not the case obviously.

Hi everyone, I would like to get a phone for my daughter, but I want to keep mine, I don’t want to change.  I would give her the new one and keep my old one.  Can I don this, just get the phone without a sim card or new phone number?  She will use it as a @ipod@…. no text or anything, just internet. Thank you!

I am presently out of the country and spoke with Koodo regarding putting my account on seasonal hold.  This was to take place the first of November.  It has not been placed on seasonal hold and I am being charged full price for my plan.  I need this to be corrected.  Any info would be appreciated.