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Currently I have the ZTE WF721 hub and need to replace it with a unit that is 4G capable. I’ve been running in circles trying to get this sorted out. The AI assistant says to login to self serve and request and upgrade, which I cannot locate. The staff at the Kodoo booth in the mall said I need to request a rep call back through the online help feature, while the technician/rep on the phone says I need to go to a physical location. Can somebody please explain the process to get a new Wireless Home Phone Hub?

I have used wifi calling for a long time.  Recently my phone has been dropping calls at home. I use wifi calling because I only get either no bars or just  one bar of mobile reception in my house.  So I double-checked that wifi calling was on. It was but it was set to mobile network preferred and there was no longer a choice to use wifi as there was before.  I don't understand why the only choice is to use mobile network. Isn't the point of wifi calling to use wifi because you have little to no reception at the time.  And if I'm losing calls in my house then it's not switching to wifi. (Which I read is supposed to happen)

never received activation email or esim Im trying to set my phone up with Koodo , I did everything online paid 15.75 for the eSIM it said my credit check was approved I got a email with a order number and that’s it , I need my phone for work tomorrow and I don’t have a different provider right now 

I live rurally and have a lot of difficulties with dropped calls and poor internet service. I purchased a used phone from Koodo and am on contract for another year but want out. How do I do that?

I want to add my daughter to my plan in another city in a pay as you go plan. Will she be able to get a SIM card at a local Koodo store and activate it on my plan?

Switched from prepaid to post paid and now I do not have any service on my phone.  Can not top up pre paid account and the post paid account just says its waiting on shipment.  Tried to get a call back but as soon as I pick up, the call drops.  It has almost been a week since I switched and hasn’t shipped.  Have no way of communicating with Koodo except an AI prompt which just circles through the same questions that do not cover my issue.  I desperately need my phone to run my business and now I SOLComplete nightmare

I HAVE BEEN USING KOODO WIFI CALLING SINCE MAY 21ST,    NOW TODAY…. MY WIFI CALLING IS SAYING ‘ UNABLE TO ACTIVATE WIFI CALLING PLEASE TRY AGAIN LATER, WHAT IS HAPPENING???TALSO THREE DAYS AGO I RECEIVED AN EMAIL SAYING MY PREAUTHORIZED PYMT HAD BEEN CANCELLED, WHICH I HAD NOT CANCELLED.  I IMMEDIATELLY SET IT UP AGAIN, I WENT TO THE FORUM AND WAS TOLD THAT IT HAPPENED TO OTHERS AS WELL AND KOODO IS LOOKING INTO THE PROBLEM . 

I am in Canada and have always been in Canada.  I keep getting roaming notification emails and cannot address the issue thru the Bot.  The method of turning off the roaming possibility that the Bot suggests (manually select Koodo as the cellular network) does not work as Koodo is not available on the list of available networks i don't want to be charged for roaming on both of my phone accounts and need this issue addressed

My Rogers-to-Koodo transfer was cancelled after I accidentally deleted my Rogers eSIM. Rogers has agreed to manually approve the transfer once Koodo sends a new request.I can’t reach a Koodo agent, and a callback won’t work because calls to my number go straight to voicemail. Can someone help restart the transfer and arrange a working temporary line for the callback, or another way to speak with support?

48 hours after getting a new phone set up with koodo, and having my old phone number brought to this provider.I'm out twelve thousand dollars and two non working phones along with my physical SIM card for my old phone who'd been taken out of it and who knows done what with it to be given an e, SIM with a new phone, that is absolutely pointless, you cannot verify anything or get too authentication done, if the new phone with an electronic SIM stops working, how are you gonna get the verification? If your phone isn't working, if you had a physical SIM card you woukd simply take it out and  put it into another phone that works, simple.  Nope not with a esim though, since my new phone didn't activate for whatever. F****** reason at my old phone does now not work because they took the SIM card out for whatever reason. I do not have a phone a working phone I can't even submit a ticket online to their customer service and get a receiver confirmation or a reply because I don't have a working p

So my phone cannot connect to LTE, which makes it a brick. when I call the customer service number it directs that ALL service requests have to go through “Koodo Assist” great news Koodo I can’t access that when my phone doesn't have LTE and I don’t have wifi. So I have to stop and get wifi, go to the koodo web site, login, and access “Koodo Assist". Well I got some great freaken news Koodo Assist is saying “Oops, this service is temporarily unavailable” well how fantastic is that, My phone is a damn brick for the entire day because Koodo saved a couple of bucks by getting rid of actual customer service via people at a phone number and created a garbage automated system that doesn’t work.  If I can’t use my damn phone and can’t report the issue what’s the point of having a phone provider. 

Hi guys i've two lines with koodo since last 7 years and I never had any issue. In April 2026 i upgrade my plan but with less amount as I was used to pay earlier. Now since July i'm having hard time with network as data & calls doesn't work properly. I spoke to customer care, technical team and network department multiple times but none of them could fixed it even though they tried reset settings, trouble shooting etc. Some times I get that much fed up I just feel to break my Samsung S24 Ultra. Please help me out too. I got compostation for whole month but I wanna get it fixed. 

I recently received an email from Koodo saying that I’ve successfully created an new account using my email address for a prepaid service. Unfortunately, there is no option for me to report this, because I’m in the UK and apparently Koodo doesn’t speak to people internationally. The chat bot insists that I give my prepaid account information (which I don’t have, since I didn’t set this up), and the “schedule a callback” doesn’t work for international phone numbers. There’s no email address available for me to reach out to someone either, so as far as I can tell, there’s nothing I can do?I’ve had to create an account on here just so I can voice this to someone. SO, hopefully someone can help!

To Koodo Customer Service,I am writing to formally request the closure of my Koodo account.My phone has been without service for two days due to an unresolved issue with my eSIM and physical SIM. I visited the CF Toronto Eaton Centre location and was assisted by four different staff members over multiple visits, none of whom were able to resolve the problem.I would also like to address the callback situation directly. Your team called me only once, in the morning, and the call was ended on your end, not mine. Any claim that multiple attempts were made to reach me is inaccurate. I have not received the follow-up contact that was promised.Given the repeated failure to restore basic service, I no longer wish to continue as a Koodo customer. Please confirm in writing:    1.    That my account will be cancelled/closed, and the effective date;    2.    Whether any final balance is owed, and how it will be billed.I do not need to keep my phone number — you may release it or leave it inactive,

I have 2 accounts under my name. My son wants his number under his name and under his own account.  How can I do that?  Thanks in advance 

Just ordered this phone for a second user and noticed it does not come with VoLTE for any plan.2 questions:Will they even notice? &Any idea if Koodo plans to enable VoLTE support in the future?  In a rural area (Gulf Islands, BC) with only a Rogers tower so far, but rumour has it, co-location in the works. The days of constant usa roaming are gone, thankfully :-)    

I would like to enable Wifi calling but i don’t see the addon on my acccount. I read the post from someone and looks like its has to be approved first by Koodo. I am wondering how I can get the approval?

Hi,I never received a code to activate my eSIM and so to complete my number transfer. Now I’m unable to receive or make phone calls ‘cause I don’t have any service. Can you send me an email with a code or a QR code so I can activate my eSIM?

I would like to see two my phone numbers in my account ********03,  ********51 **edited by moderator to hide personal information 

I have been trying to purchase a replacement phone and when I get to the point of buying I am informed that I will lose add-ons when I buy from Koodo.  Getting on Koodo chat to see what is to be done to keep my existing plan as is, I put in a lengthy description only to get knocked off just before send.  Lesson learned.  Put in short pieces of the overall post.  Then I am informed that to continue through a live agent will cost me $80 as compared to going through self serve.  A call back is scheduled which Koodo is late for (only 6 or 7 minutes), but then after explaining the situation and being put on hold, I am knocked off.  No call back.  Generally speaking, the agents are very nice and for the most part competent.  Buy the process sucks.  

Hi,On September 14, my iPhone 15 suddenly started showing “Invalid SIM,” and I completely lost service on my Koodo line.After contacting Koodo Assist, I tried using Self Serve to reissue my eSIM. The process appears to complete on the Koodo side, but my iPhone never receives the notification to install or activate the new eSIM.I spent a day chatting with support, and a phone call was scheduled for the following day. The support representative I spoke with asked me to restart the phone and said I should then receive the eSIM installation notification. He also said he would call me back to confirm whether it worked, but I never received the callback.I’ve now tried the troubleshooting steps provided by Koodo, but I still have no service and cannot activate the replacement eSIM.At this point, I’m out of options. I urgently need to recover access to my phone number because many of my accounts and services are tied to it.Could someone from Koodo please help escalate this and check whether th

Will Koodo be allowing iPhone Handoff (use the same # on two iPhones, but only 1 at a time) as announced by Apple for iOS 27?

Hello to All,I hope someone can help me with this question. I have asked to have my phone number unblocked to move to another provider. How do I know the account has been cancelled, without phoning them.

I tried to move over from prepaid to post paid and now my phone no longer has cell service and i can’t login online.

We are heading to Hong Kong and Mainland China in a few days, we were going to purchase eSIM and VPN but an now hearing that using Roaming through our existing plan works and then we can connect with people at home. Has anyone used Koodo roam plans in China, how was your experience? Was it easy to set up? I have a 100 GB rollover plan so I’m not worried about running out just eat to make sure I have all the required access while we are there.  Thank you!