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Urgent: Unauthorized Email Change and Phone Service Disconnection

  • Nov 1, 2026 12:13 PM UTC
  • 2 replies
  • 28 views

Hello,

 

My Koodo phone service suddenly stopped working today, November 1, 2026, and I can only make emergency calls. I also cannot log in because my password is being rejected.

 

My October bill showed a credit balance of over $200, with no outstanding payments. After checking my emails, I found a notification dated November 10, 2025, stating that my account email had been changed to an unfamiliar Gmail address without my authorization.

 

Could you please investigate this potential account compromise, explain why my service has been disconnected, and help me recover my account and restore my phone service?

 

Thank you.

2 replies

Flo Koodo
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  • Flo Koodo
  • Official Rep
  • Nov 1, 2026 2:36 PM UTC

Hi ​@Alexandra11 

Unfortunately, we are unable to access the details from our end based on your community profile.

Do you have an alternate number that you could use to schedule a call back through the virtual assist?

 

 

 

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  • Dennis
  • Mobile Master
  • Nov 2, 2026 4:46 AM UTC

2025 was a year ago.  When did you last successfully login to your self serve account?

How have you been paying for your account in the last year?  How did you get a $200 credit?

When you call 611 on the line that doesnt work does it say you have an outstanding balance?

Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
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