Managing your Services

I’ve purchased an add-on for international long distance, but when I try to make a call it says international calls are not enabled and I don’t see anything in my self-service add ons to enable it. Can I please get a rep to enable the international calling for me. 

Hi there,I recently left Koodo and have credit on my last bill (showing negative number). Is there any way I can that paid to a credit card or bank account?Thank you-Guillaume

With the Hurricane Fiona that occurred in October 2022 Koodo responded with free data for residents of Prince Edward Island. I took advantage of the free data since we were out of power for 8 days. I got charged over 200 $ for the usage of the data and Koodo told me I will receive a refund with my next bill which never happened. Where is my money? 

I don’t really understand how two numbers works on one phone, as I’ve never had it but I would like to try it (business/personal) possibly. Currently my employer pays me a stipend to offset the cost of my data and use one number for business and personal, but I am considering getting a second number for business use only. I would rather not have to carry two phones though, and I understand I can do this with two SIM’s. I have an iPhone 12Pro 128gb that I just ordered from Koodo. Can I have both numbers on one voice/data plan or does it have to be one number per plan? Also how do I separate contacts for personal/business on my phone once both numbers are activated? Thanks in advance for the help, cheers.-G-

I've tried turning on wifi calling and get the above error message.   I'm a monthly customer.  I've read the article about wifi calling and VOLTE.   the VOLTE option doesn't appear in my Google pixel 3a settings either.  Koodo assist is no help and there doesn't seem to be an option to talk to an agent.  Please help.

An older family member has an LG C441  flip phone.  She has no need for data or texting; she only uses it to actually call people.Will it continue working next year or does she need to upgrade? Here’s some quick specs:------------------------------------------Network and DataSIM     1 Mini-SIM2G bands     GSM 850/900/1800/1900 MHz3G bands     -4G bands     -5G bands     -Technology Data     GPRS/EDGE------------------------------------------Read more at: https://hardreset.guru/lg/c441/ 

It just doesn’t work, ctExcel is missing for the list of telecom companies to port from, and when I chose telus (the network that ctExcel uses), I wait for 2.5 hours and nothing happens.I try the customer support call back, the calls get instantly missed, ALL 3 OF THEM, instantly goes to missed calls WITHOUT ANY SOUND OR NOTIFICATION.Why is it so hard to talk to a real person here? Please help.

I've been a prepaid customer since 2013. I've always managed my account through self-serve.A few days ago, I got a voicemail from a Telus/Koodo retail kiosk at a mall close to my home. I've never dealt with them before but they knew my name. They offered to "upgrade" my phone and plan. Since I'm not in the market for either, I didn't respond.Today, I got an email from Koodo that says:"We received a request from a retail location to access your Koodo Prepaid account. To receive support, please provide your authorization code to the representative in store. "As mentioned, I've never dealt with Koodo retail and never requested support from them. Is this how Koodo is trying to lure people from prepaid to postpaid?

I logged on to my account and there are over $400 dollars of long distance calls to various African countries that i never made!!! What kind of system is Koodo running - the scheduled callback better have a solution immediately. 

I’ve tried several times over the past few weeks to change my address. Every time I try it says it might take a few minutes but the change was successful. Next day, it’s still my old address.Anyone have assistance they can send my way?

Does anyone have the APN settings needed to access cellular data in USA and US Virgin Islands through Koodo Prepaid? I believe the partners are AT&T and T-Mobile. We know the 3G network is being shut down, but not quite yet.

Hi,Posting this here as not sure how to get this companies attention. As per a Jan 6th email sent to Koodo that never received a response. Just went through the telephone prompts with customer service to find it’s no longer possible to talk to a person and then was hung up on.  In short I keep getting billed and sent threatening automated emails. “I will finally make time to address this. I am not impressed with this company. I have actually yet to functionally use Koodoo's phone service. You can look through the records. The only data ever used was to test if my sim card even worked  Every interaction along the way and from then had me doubting that this company can provide any type of service whatsoever.  I have set-up automatic monthly payments at least twice. Called "customer service" numerous times. Tried to port my number over through a customer service call, in-store and through my current service provider. No resolution. Hence never used the service, because there was none. Bef

Hello, I have one problem, when I'm using mobile internet, i can use only Telegram, because it's only one what downloads

Prepaid log-in that’s been working for 5+ years now not recognized in FIrefox. Claims email address is invalid.Seems to be a cookie problem since they “upgraded” prepaid self serve.Use a different browser till there’s a fix, or else you’ll be condemned to re-setting your password each time you log in. The “new” password works only once, then  it’s back to “invalid email address”.

Can anyone help me? As I have left Canada, and did not have enough money in my Canadian bank account to pay my bills, and Koodo did not accept overseas VISA card? May I know what can I do?

I lost network connection about an hour ago and have not been able to reconnect. I've reset my network connection settings, and restarted my phone to no avail. I have no overdue payments and am in good standing. Is there a network outage? Thanks!

I upgraded OS X to Ventura over the weekend and now, when I try to login to my account, this is the message I get!!!I don’t have thisproblem on my Windows laptop.What gives???

I want to speak to Koodo because my phone will not connect to a USA phone number. I called Koodo and the machine told me to start with CHAT, and sent me a text with this link.  When I try to open it nothing happens for a few seconds then Chat flashes on and the screen immediately turns black. Happens again and again. HELP PLEASE    

I'm currently out of the country but I made a mistake getting a prepaid sim from Koodo. I can't use the service while away and therefore need to port it to a voip provider. I talked to their prepaid rep and I was told I need to reply to the text message to approve the port (the voip provider initiated the transfer but got rejected for this reason). I asked if I could preapprove the port and I was told there's no way to do that and the responsibility to process the port falls on the new service provider. I'm wondering if anyone here knows another way for me to port my Koodo number to a new service provider? Is there a way to get around the text message thingy? Is there really no way for me to preauthorize a port? I can't reply to the text because I can't use my prepaid number in the country where I'm staying. The service rep told me I could courier my phone to a family member/friend in Canada but I'm hoping for a more cost effective option. The next best option for me is to get someone

*Spelling error FIX**** Like the title says i’ve switched to a 4G plan a few months back but it is still showing on my phone that i’m on 3G for my data. I have an Iphone XR.Fully updated. 

Why cant i get into my phone right password and no and cant talk to real person come on 

Under transaction history there is a second rate plan change entry. I have been observing that the date for this rate plan change is shown one day in advance. Yesterday(Jan 17) it showed Jan 18 and today it shows Jan 19. The one on Jan 9th makes sense because I was in contact with Koodo to change my plan.  This has been changing automatically since Jan 12 which was the same day my request for replacement phone was submitted. Probably have something to do with that? Most likely the date increment will stop or the 2nd rate plan change will disappear once Koodo receives the defective phone back? Anyone have any idea why?  @Koodo @Koodo Community Team @Chris Koodo @Lavinia Koodo @Flo Koodo 

Are there any cancellation fee if I transfer to other service provider? I am currently using bring my own phone plan with Koodo.

Selfserve is not letting me to avail black friday sale. The stupid Koodo AI is not letting me schedule call back. My first worst experience with Koodo in more than 10 years.  Please bring back customer service number. 

I have easy roam and it isnt working (in France). I removed it and added it again.I also reset my network settings, turned off and on my phone many times, tried to text 7626, etc.How can it be fixed?