Issues with Koodo billing

Are you referring to TELUS Films & Series?

TELUS Films & Series is exclusive content you can access through the TELUS TV+ app. TELUS TV+ is available via iOS and Android app stores as well as via web browser at telustvplus.com

Once you subscribe to Stream+, you will get an activation email from TELUS . Follow the steps to access TELUS Films & Series and watch ad-supported live TV channels all on the TELUS TV+ app.

You can access TELUS Films & Series via TELUS TV+ app with your existing My TELUS account email and password that you used to purchase Stream+.

Hi ​@rapteur 

We are here to help!

We have looked into it and we can confirm the credits were applied, please download the PDF bills in Self serve and check pages 4 and  5.

What happens when you try to activate your Streaming services? 

Are you getting any specific errors? 

EDIT: We see the streaming service are active, except for TELUS TV Films and Series.

This doesn’t require activation, you should be able to log in using your Koodo self serve credentials using this link https://telustvplus.com/

I need a call back regarding my phone bill charges

Hi ​@RoxanneH 

We might be able to help here on community if you wish to provide more details about your inquiry. Please don’t post any personal details, since this is a public forum.

Please make your own post. You can scroll to the top and click “Create New Post” at the right-hand corner of the page.

Hello ​@Flo Koodo,

As stated, the -$5/month for being a Telus customer is NOT included on my bill on page 5. There is a -$5 discount on page 4 (not -$10), for a service that Koodo had to then remove because I never received the sim card and was being charged for phone service I couldn’t even access. The only discount I have on page 5 is for the pre-authorized payments. As stated above in my original post, I was promised -$10 off a month: -$5 for pre-authorized payments AND -$5 for being a Telus customer. This is NOT included on my bill. See page 4 and 5!

I had a call back scheduled for the THIRD TIME today and received the text message but the phone call never came through or connected. My phone never rang and no call showed up until after when I had a voicemail but no missed call. Koodo phone service isn’t working properly.

When I try to subscribe to the Telus film subscription, no errors appear. I click “activate,” it takes me to Telus and signs in, appears to be fine and then I get an email later saying “activate your Telus subscription” and go through the whole process again and again.

How and when can i speak to an actual person and when will I receive my discount. Otherwise I will go back to Fido as I have wasted SO much time in the last two months trying to get Koodo to work properly. Fido uses Rogers cellular network and it is far better than Telus. HUGE disappointment switching to Koodo.

​@MilkyWay yes, and every time I click to activate it doesn’t work. I have signed on with my telus info, it won’t save or register that I have activated already.

We understand ​@rapteur 

When you check the invoice on the pages mentioned by ​@Flo Koodo  , you would find the 2 credits, one is named “Mthly credit (before tax) “  , which is the first $5 and the 2’nd one is named “ Pre-Authorized Payments Discount”  totaling $10 /month in credit. I understand it can be confusing due to the phone number change since one credit got the chance to be applied on the old number and the preauthorized payment is on the new number.  

In regards to the Telus Film, we would recommend clearing the cache and cookies, restart the browser and test. 

Hello ​@Darius Koodo and ​@Flo Koodo, this still doesn’t explain or answer my question. I am being charged for two months billing, and each month received -$5 off, for a total of -$10 over two months, when I should be receiving -$10/month for a total of -$20 over two months. I should be receiving a total of -$10/month, not -$5/month. This bill is for 2 months and therefore should be a total savings of -$20 not -$10. If Koodo can pay people to respond to public messages about person billing, why can’t someone call me and explain over the phone why I am not receiving both discounts for each month? Please correct the bill and explain my billing privately instead of on a public forum. This doesn’t save money it just puts people’s information at risk.

Can you login to your self serve and download your detailed PDF ebill.  Then can you post a screen shot of Page 3 with the details of your charges and credits (make sure to black out any personal info )

​@Flo Koodo ​@Darius Koodo  Here is a screenshot -  my $45/month plan is not receiving the -$10/month discount (two -$5 discounts). I should be charged $35/month. This is a huge waste of time and I am very frustrated I switched to end up not saving any money on my bill. I already paid $40/month at Fido.

​@rapteur please send a screen shot of the following page please 

Above is a screenshot of page 3, as requested.

Page 4. -$5 as I have said numerous times.