Managing your Services

Does anyone know how to contact a person with Koodo?  We purchased a 7 day Easy Roam travel pass and yet were still charged an additional $258 on our bill.  The chatbot doesn’t understand the question and will not even allow me to schedule a call back. I am the account holder for this account but the two phone numbers belong to my teenagers.  So I need to be able to give someone an ACCOUNT number to deal with both problems as opposed to giving one PHONE NUMBER.This is an incredibly frustrating experience.  I looked through the forum but I can’t seem to be able to find the answer. 

Hello. I just added a line to my account for my mom and she wanted to keep her old number. I followed the instructions right up until it asks for IEMI number or the account number from the company she transferring her number from. We put in her account number and it keeps telling her it’s wrong. She double checked I have triple checked  and she is entering the correct account number. How can I talk to costumer service for some help

I am  traveling to Asia for 16 days and have purchased the Asia Easy Roam 14-Day Pass.Could you please let me know how the roaming charges will be calculated for the remaining 2 days? Also, do I need to add any additional perks or plans to cover those extra days?Thank you.

Today Saturday 2nd May, instead of enjoying my weekend, I wasted 2 hours on the phone just to cancel the bad internet service, nobody answered. I scheduled a call back. They called after 2 hours and again they put me on hold for another one hour!!!!!And they call it a service?! KOODO CHOOSE HAPPY!!No I'm not happy at all. It took me 10 seconds to log in and cancel my fizz internet. Moving to koodo was a big mistake when a koodo agent knocked my door and provided me with an offer (same price double the speed). Actually, I had many disconnections while watching a channel so I decided to go back to fizz. It took me 10 seconds to reactivate my fizz service and never had any issue with their internet. Now I wasted a day just to cancel this bad service.This is absolutely ridiculous, I'm gonna call the CRTC to find a solution. No more wasting time with those scammers. 

Hi there, I need help unlocking my account. I entered the wrong password too many times now my account is locked out. I have reset my password still not working, cleared my cache/cookies and had scheduled a callback from customer service rep but all they did was reset the password again and told me to wait another hour. It is now the next day and still not working. I also had my phone disconnected due to expired credit card that is why I had to try to get into my account to update it but the service rep said it was not expired.. which is not true.. She did not understand I was saying so I just asked her to top up with a different credit card which she did. But I just checked today she had charged me a few dollars more than what my usual phone bill is. 

For at least three years, probably longer, my texts have been bouncing back. Don’t ask me why I tolerated it this long, because I honestly don’t know. At this point, there are far too many other providers to even consider sticking with Koodo.From what I’ve noticed, the service runs in cycles: about 10 minutes where nothing sends (everything fails), followed by a brief 5-minute window where messages actually go through. “Tech support” claims they don’t see any issues on their end, and none of their suggestions have made a difference. This isn’t just happening on my phone either, it’s the same story on my partner’s device. Doesn’t matter where we are, or time of day.I’m constantly toggling airplane mode just to reconnect to a tower and squeeze out a few minutes of usable service. That’s not what anyone should have to do for something they’re paying for.At this point, I’d rather pay more somewhere else and actually have a service that works.

I'm trying to change my address through self-serve, but every time I enter my address, the "search" never ends. And if I enter manually, it doesn't find the address, but surrounding ones. I don't want to have to call 😭  help. I've been with Koodo for 18 years and I have lived at this address before, so I'm confused why it can't find it.  Thanks

Broke my back in Canada in February was repatriated back to the UK couldn’t cancel automatic top ups or get in contact with a rep so removed my transfer details and assumed that was how to stop it fast forward two months and I’m still having monthly debits coming from my account however they’re not showing up on the Koodo account and I’m suspended not sure what to do or who to contact I’m waiting on tax return before I withdraw the rest of my money and shut the account. Any suggestions of what I should do or who to contact?

I have the Canada-US-Mexico roaming with data, talk and texts so I assumed I can use my plan in these three countries without incurring any costs. I’m from Canada and going to the US so assuming I don’t even need to turn on airplane more (but would be great to confirm this too). However, this morning I received a text that said “Koodo Reminder: Travelling outside of Canada? Keep your phone on since you're already set for Easy Roam! Use your Canadian plan's data, talk and text for $16/day in the U.S. and $18/day in over 200 international destinations, valid until 11:59pm in the destination where you are travelling. You're only charged on days when you use your phone in an eligible destination. Visit koodo.com/easyroam for more info. Need help? Check out koodo.com/chat If you don't want to incur roaming charges, set your phone on Airplane Mode to prevent all cellular network usage.” So now I’m concerned I’m going to incur charges if I don’t turn on airplane mode and turn off my plan. Can

I am writing regarding my recent bill. I noticed that the pre-authorized payment discount was applied only once, even though it should have been applied to both billing periods.Based on my understanding:The partial period (Apr 04 to Apr 13) should also be eligible for the discount.The current billing period (Apr 14 to May 13) should have the discount applied as well.However, I only see one $10 discount applied on my bill.Could you please review this and apply the discount to both periods accordingly?

How do I make Koodo prepaid long distance add-on self-renewable?

How do I find my Home Internet Account Number?Home Internet is the only product I have. It’s not listed under my Self Serve dropdown menu.Thanks

My account is no longer in service, but I have credit balance, I need help to get my refund,

I will be in Hawaii for 1 month. I was hoping to change my plan 1 week before travel to the Canada-US roaming with data, talk and text plan. Does anyone know if Hawaii qualifies under this plan? I know sometimes US plans only cover the continental US states and this doesnt always include Alaska, Puerto Rico, and the US virgin Islands...I’d like to know before I change so I don’t end up with a massive roaming bill and I can’t seem to find definitive info on Hawaii NOT being considered a US covered area for this plan. 

I just got a call (shortly after I got new internet and mobile phones set up) from this phone number telling me that I am getting a 20% discount on my new bill because she said that people are complaining about the high costs. (no kidding, for everything!) She told me that I had to give my email to get the discount. I asked her why she did not have that information again, and again. She finally hung up.  This is the number she called me on:416-373-1165.

Hi Team,I am currently outside of Canada and my phone got lost during a car trip.  I need the full procedure to deactivate my current physical sim card and also to re-activate an eSIM remotely with the same number. I’ts hard for me to come canada right away as I left recently. I would appreciate all the info i can get. Thanks in advance

Just signed up with  Koodo.  I am the primary subscriber and I have 2 other lines of my children. The customer relationship manager accidentally recorded incorrect last names for my children. How can I edit those details? I was told I am able to edit it through Koodo app. Where can I do so? 

Can you please help me to disable my voice mail

I am attempting to set-up wi-fi calling but am not able. - I have a Galaxy S23 FE on a monthly plan - the “wi-fi calling” toggle is not visible in the settings menu on my phone - the “VoLTE” add-on is not visible in either “My add-ons” or “Add-ons available for you” selections of the Mobile Services menu on the Self Serve page. - entering VoLTE in the search yields no answer.  I am instructed to re-phrase my questions.  I have also tried “wifi calling”, “wi-fi calling”. “wi-fi call”, “wifi call” and continue to get the same non-answer. I someone able to instruct me on what needs to be done to rectify this problem?Thank you!

I'm going to the Cayman Islands soon and my wife and I both have this perk, so trying to establish how to best utilize it without incurring any additional roaming fees. If we land in Cayman islands on Day 1 at 2pm local time and I let my phone roam and my wife leaves hers on airplane mode, when does my 3 days end? Is it 1159pm on day 3 or 2pm on day 4. As in, is it calendar days (So day 1 is always shorter) or 3 consecutive 24 hours periods from first roaming connection? If the former, is it based on local time zone?

What happens if after the 3 days are up if you have a 3 day intl roaming Perk? Are you then paying the pay per use rate? You also can not buy a travel pass? Thanks

Hello, I requested two call backs and haven’t received any calls at all. I want to port over my number from fido to koodo. The fido account is still active however i currently have no esim as i deleted it by accident. So now whenever i try to port over my number i cant reply yes because i don’t receive the message 

The Koodo Refer-a-Friend terms (https://referafriend.koodomobile.com/common/terms) state:There is no limit to the number of referral offers you can send to your friends. However, you're limited to a maximum of $150 off your bill per calendar year.How can I tell from my referral status page on whether I have more available slots to refer more friends?

Hi,I ported one of my phone out in Feb 2026 before my billing cycle date,in my March bill, they Charged me $10 pre-auth pay disc. fee, and $10 monthly credit fee.does any one has any clue? also, how can i talk to billing dept.?since my phone # already ported out, whenever i enter my #, the bot keep telling me can’t find my account.it is a dead loop.

I changed my provider to Koodo yesterday and its over 12 hours but looks like everyone trying to call me ends up getting VM or unable to connect error. can you check and make sure my number is active for incoming as well as am able to call them but they are not so..