Managing your Services

Signed up for a plan recently in Montreal but English in my native language. Any way I can switch to English? I’ve scoured everywhere in the self-service settings - no luck.

I want to add $3/month call forward add on which is not available on self serve. I have two lines with same plan. on one line I have activated that option couple months ago by talking with live agent. Now I want to activate same for another line  Schedule call to live agent is after two days, I am travelling in few hours. want option activated before i leave.

Bought a phone during Black Friday.  Will there be any issues if I don't activate it until December 25?  (It's a surprise Christmas present for someone).Thank you in advance for answering my question.-jeps-

HiNewbie here.You know where I stand by my user name.Have $37.5 plan with 2GB 4G data. I am in the US for the next few motnhs, with a brief return to Canada in this period.Am signed in looking to change my plan & there is no offer for a CAN/US plan that I saw when I joined. Am I mistaken? I did notice when joining koodo that they show all these various plans but only some are available after you initially join. In other words, the usual misleading bullshit I expect from these crooks (RoBeLus). How do I get these jerks to call me? Will they call me at my USA number? I won’t use roam for “$12/day” when a “day always ends at 11:59 pm”, regardless when it started.If I leave koodo, any suggestions which are the next least expensive/offensive thieves to deal with?Does forum have employee censors(moderators)?Thanks for any helpful replies.Want to comment on my vocabulary, don’t bother. 

I continue to get spam and misinformation tests from Koodo about 3G service in the US and that my phone at 4G LTE/LTE-A One Plus is a 3G phone and it will not work with partners in the US. Best part is the last arrived soon after returning for the US where my phone connected to Koodo’s partners. on 4G services in an area where 3G services have been discontinued. When I upgrade it will not be a phone from Koodo as I see this as being very unethical marketing practices by Koodo and its parent company. 

There is an issue with US roaming for prepaid accounts if both AT&T and T Mobile have dismantled their 3G networks.  Koodo should honour access via LTE.  Otherwise, I am being denied the use of prepaid roaming credits until Koodo grants LTE access 2025(?)

Ordered SIM card online and it was shipped with Canada post mail on 28 November. Today is Dec 7 night and the SIM card is not delivered yet. I activated the card on Dec 2. What should I do? If it is not arriving tomorrow, I have to buy plan from my old provider as it is already expired and I have nothing to use right now, but Kodoo plan is also already activated, which is double cost. What should I do? 

Hi, I’ve recently been offered an exclusive plan. However, it does not say “Unlimited International Messaging (text & picture)”, only “Unlimited International Messaging”. Is this just short form for the same thing, or would I be missing out on picture messaging by switching? Here’s what my current plan looks like: And here’s what the offer looks like:  I appreciate any clarification! Thank you!

So it seems many people are getting responses and having their issues flagged and then resolved. Many for some of the same things I am going through, but regardless of posting here and sending PM’s it is just being skipped over and not addressed while others who posted after are responded to in a timely fashion. Any reason why that is the case?

Hello Anyone. I am unable to reset my password. I tried using the forgot password but I keep getting the message that a request has already been made and to check my email. I have not received any email from Kooda, I have tried numerous times and same message. I know the email is correct since just this morning I got an email from Koodo informing me that my CC was declined. The self help is useless as it is not able to schedule a call. I am going in a loop. Any help will be appreciated. 

Hello,Is it possible that my device got locked out by Koodo?I had an issue with a first prepaid SIM card with my phone. I bought a second prepaid SIM and it wont register to the network. I tried inserting that new SIM on a different phone and it worked. I’m sure they can block a SIM, but can they also block an IMEI?Does any one have an idea?Thanks!

Hi, I’m having a hard time updating my shipping/billing address. I have a rural address that the system doesn’t recognize. I emailed Koodo and a few days later received a reply saying it was a Canada post issue. I talked to two Canada post representatives and both confirmed my address was in their system. They said they receive a few calls a week for this very issue. Would it be possible for a Koodo rep to get ahold of me and we could get the address manually put in? I ended up getting 2 phones in store and paying a $50 activation fee that I was really trying to avoid but I couldn’t seem to get through to Koodo to talk to a representative. Finally the last email said “the request was unfortunately outside of our scope” and that I’d have to go through Koodo assist or schedule a call back. Which I found almost impossible to line up. Any help would be greatly appreciated.

I recently travelled to Mexico and then the US. I was gone 19 days.When I was at the airport in Canada I turned my phone to Airplane mode and turned off cellular data. I never turned it back on until landing back in Canada. (each easyroaming day says “1 minute” from the country). My bill has 5 days of EasyRoaming charges. 4 for Mexico (not consecutive) and one for US. $67+taxI scheduled a call. Alex kept me on the phone for 30 minutes. Eventually he offered me $8, $15, then $20. I said no. I want to speak to a supervisor.He said the supervisor would call me back. in 2 hours. I have not received the call.This is predatory. The CRTC needs to be informed of this practice - although I am sure they are aware.How do I get this charged removed? 

Hi, Just got a Koodo account.When is the payment put on my credit card? On the payment due date? Thanks and have a good day 

so I received my first bill, however have NOT received the SIM card to put in my phone,  I certainly am NOT paying for a service that I am not able to use 

Trying to transfer my number from the old provider, I went to the website I was directed to, signed in, and all I can see is a small blue rectangle in the middle of the screen. Have tried multiple browsers on desktop and phone - same result. 

I signed up for the $30/20GB plan at Mobile Klink but my bill is showing a total of $50.62. Can someone please help me and explain why I'm being charged so much.   

Hi, can a rep please look into this for me ? Thanks in advance.I too have incorrect credit amounts. Signed up for the $30, 20 gig deal, currently seeing $17.70  & $4.42 as the total monthly credits. Also, i could not sign up with my koodo self serve registered email as was repeatedly getting an error upon registration for this community. I had to create a new email address with a different domain just to post here,  so will have to forward my correct info. Thank you.

I visited a Mobile Klinik store on Nov 26th and ported over 2 lines to Koodo on the $30/20gig plan. I had an issue with account creation and was able to get a callback from a customer rep to setup my self serve account. After that issue was sorted, I asked the customer rep to confirm that I have the bill credits being applied to both my lines because the paperwork that I signed listed $55/20gig and the sales rep said that Koodo would send me an email detailing the credits for my account. Never the got the email and the koodo rep who checked my account said that she could only see one line getting the bill credits to but that my second line isn’t showing any bill credits.I’ve been trying to schedule a callback with koodo for days to try and talk to someone to sort out my issue and been unable to do so since they don’t seem to have anyone working to call customers back. Tried a koodo customer care number but that just tells me to use the website assistant which is utterly usele

I’m running into a problem as others have posted here and it has been happening ever since I switched to Koodo.  When I log into Koodo’s self serve portal, click on any menus for example “Usage”, I get a completely black screen or Application Error. I tried this on multiple browsers, computers, and phones, all with the same result.  After scheduling a call with Kood(which takes days) , I was able to speak with a koodo representative and the issue could not resolved. Very annoying and disappointing! Clearly there’s something wrong on Koodo’s web server. This was reported months ago and Kood still hasn’t done anything about it yet. Thanks!Leo

I am attempting to transfer my old phone number from Fido to my new Koodo account, but when I try to do in self serve it skips passed the option to select a number to port and says I successfully ported my Koodo number instead. Has anyone had this issue and if so what was required to fix it?

Hello!I have permanently relocated outside of Canada and I would like to cancel my Koodo Subscription.I have seen this thread. However, I do not have have a Facebook or a Twitter account. How can I go about cancelling my Koodo services in this sutation?Thanks!

I am currently with FIDO. I ordered a new phone and plan from Koodo on Black Friday. The phone is scheduled to be delivered today. I am actually out of the country and won’t be able to activate the phone and transfer my existing FIDO number to KOODO until the 9th but when I logged in and looked at my account I noticed that my billing started on the 2nd. I am paying for a full week of service I am completely unable to use and for which I won’t have even put the sim in a phone. This seems like an unfair billing practice to bill before the phone is received and saervice is transferred.

I’d started an account for one line, with new phone earlier in the year then added another with a new phone on Black Friday for another family member. The next day I decided to order another SIM card to switch my phone from another carrier. currently my account shows the two new phones/lines on it, how do I add the third one (with my transferred number)? when I log into the Koodo change my number link it only shows the first 2 new phones/numbers as options to work with.