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Cancellation without a callback

  • June 30, 2026
  • 6 replies
  • 70 views
V

Background:

I want to cancel my Koodoo mobile plan.  I’ve already selected and paid for a different plan at a different vendor.  I was ready to part ways, amicably, with Koodoo until …

 

Problem:

I discovered that there is absolutely no way to cancel the plan via Self Serve. 

Instead, someone needs to call me tomorrow (via a “callback), at which point I am sure they are going to try to sell me on the notion of staying with Koodoo.

 

Why is this a Problem?

I don’t want to have the “oh, please stay with us!” conversation.

Frankly, I don’t have time for it, and I’ve already made the decision to leave.  (In fact, the time for that sales pitch would have been a week ago, when the website refused to give me a better deal than what I could get at a competitor.)

More frustratingly — and relevant to my current mindset — is that Koodoo feels that it can waste my time with these unnecessary hoops.

 

Suggestion:

Make cancellation — you know, the opposite of the subscription part, which you can already do online, and without speaking to anyone — a feature that you can also do … online.

    6 replies

    M
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    • MilkyWay
    • Mobile Master
    • June 30, 2026

    Based on this article, it is expected to be implemented in the future, since the government has forced all service providers to comply with this measure before April 2027 in order to allow customers to cancel without scheduling a callback.

    Dinh
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    • Dinh
    • Mobile Master
    • June 30, 2026

    I am a little confused. If you already have mobile service with another carrier, you can simply transfer the number from Koodo into the new carrier. That would automatically cancel your Koodo service without the need contacting them.

    The function to cancel your mobile service in self-service will not be available until Apr Next year 

    A Koodo customer, opinions are my own.
    V
    • Vortex
    • Author
    • Beginner
    • June 30, 2026

    I am a little confused. If you already have mobile service with another carrier, you can simply transfer the number from Koodo into the new carrier. That would automatically cancel your Koodo service without the need contacting them.

    The function to cancel your mobile service in self-service will not be available until Apr Next year 

     

    1. I tried to transfer the number, but it failed — the new carrier’s web portal told me that it couldn’t be done automatically and that I’d need to call the 1-800 number “for assistance”.  (Another roadblock set up by Koodoo to make account closure difficult, perhaps.) 
    2. So, I decided to simply keep the new number, thinking that I could just cancel the Koodoo number using self serve.
    3. Which, as I’ve discovered, I could not.  

     

    The fact that this system won’t exist “until April next year” is crazy — it’s worse than cancelling a gym membership.

    R
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    • Robert T
    • Mobile Master
    • June 30, 2026

    I transfered my line to another carrier and didn’t have any “oh, please stay with us!” conversation. You can always tell the CR that will help you close your line that you are not intrested and to close your account as quickly as possible.

    Mobile Masters are NOT Koodo employees, we're just friendly customers tryiing to help
    G
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    • Goran
    • Mobile Master
    • June 30, 2026

    The only reason it shouldn’t happen is if port protection is enabled. There was a spat of porting scams that essentially took over people’s numbers by initiating a port without their knowledge a few years ago. It’s still a thing, but the security around the porting process has helped to decrease that. At the very worst, you should only require a rep to remove that if it is enabled. Then porting the number out can be done without any further Koodo customer support interaction.

     

    While I do think it is a very long time, Koodo will likely say it is x resources for y tasks, and that is the timeline for this particular one based on resources and priorities. 

     

    I’d focus on making sure port protection is deactivated and there’s nothing else blocking a port, and then just port over to retain your number, if you still want it. 

    Dinh
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    • Dinh
    • Mobile Master
    • June 30, 2026

    I am a little confused. If you already have mobile service with another carrier, you can simply transfer the number from Koodo into the new carrier. That would automatically cancel your Koodo service without the need contacting them.

    The function to cancel your mobile service in self-service will not be available until Apr Next year 

     

    1. I tried to transfer the number, but it failed — the new carrier’s web portal told me that it couldn’t be done automatically and that I’d need to call the 1-800 number “for assistance”.  (Another roadblock set up by Koodoo to make account closure difficult, perhaps.) 
    2. So, I decided to simply keep the new number, thinking that I could just cancel the Koodoo number using self serve.
    3. Which, as I’ve discovered, I could not.  

     

    The fact that this system won’t exist “until April next year” is crazy — it’s worse than cancelling a gym membership.

    The standard for all cellular carrier is calling for cancellation. It shouldn’t a surprise if you use cellular service for  a while. Regarding the 1-800 number, which number is it? is it Koodo’s number or the new carrier’s number?

    Honestly, you can just call the new carrier and ask them to help you. They should have all the tool to assist if you provided correct information. 

     

    A Koodo customer, opinions are my own.
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