Phones & Devices

Hi: I’m thinking of ordering a new phone online from the Koodo website.  I’m an existing customer.  Need to know if it’s possible to go to the local Koodo store in my neighborhood to get help with getting the new phone set up properly and that data transferred from my old phone to the new one.  I’m not the most techno savvy person, so would like to have the help of an actual person.  Please let me know.  Thanks 

Need help this is so frustrating can't talk to any one on getting my wifi calling to work and says my number not recognized for verification code 

How do i block my number so it isn’t displayed on the phones i’m calling ?

I received my refurbished phone from Koodo today and it’s showing me that the battery and display are non genuine parts.please advise on my options now as I assumed a big company like koodo would use genuine parts

I am a monthly customer with an old 3g Samsung Galaxy J3. I received a call telling me I need to upgrade, now have a Iphone 14 Pro but online it looks like the sim card is not transferable. I want to keep the same number, how do I know if sim card will fit and is it cheaper to order online? Tried a call but did not understand answer, I may go back to Bell.

Been with Telus since it was AGT and we recently switched from Telus to Koodo for our mobile phones (on Telus’s advice, to save $$).  We noticed a real degradation in speed and functionality:  no response from Touch Screen for 10 minutes; asking for password with no keyboard; “no server available” on multiple apps.  Wondering if anyone else experienced the same difference in service and how you handled it.

Hi All, I recently followed these instructions to update my phone’s Access Point Name for Picture and Group messaging compatibility:This link under the tab “Updating Android settings for picture and group messaging compatibility”https://www.koodomobile.com/en/help/picturemessagingchangesPicture and group messaging works fine but my hotspot would no longer work for connected devices. They could connect but would not have access to the internet. I did multiple restarts of devices, tried two laptops, changed the hotspot password, and forgot the network on the connecting device, no luck. I switched back to the original settings and my hotspot is working fine.Any thoughts? Using a Nokia G21. Thanks!

I have the Samsung Galaxy A53 5G unlocked from Samsung Canada. And despite some other members on Reddit saying they have 5G service throttled to their plan. My phone still can’t get 5G signal even after doing the tricks including switching network modes, swapping perks, and removing and reinserting my SIM card. I am in a 5G signal area and my mom’s iPhone on Public Mobile has 5G service everywhere.  My plan is the $50 40 GB plan I got in the self-serve.

I have followed koodo step that  transfer my phone number from virgin to koodo.I can receive phone call and call out, and sign in koodo online, it shows successfully transfered.And I called virgin that they told me I already cancel their service.But why I can’t receive and send text message.When I text back “YES”  within 2 minutes.

Hello. I have a Oneplus 10 Pro phone and VoLTE and Vo-WIFI doesn’t work. I don’t need Vo-WIFI to work but with the upcoming 3G shutdown I want VoLTE to work for better peace of mind. I currently have “Koodo VoLTE Access” listed in the add-ons section in my account. VoLTE is turned on, on the phone. This isn’t enough to activate VoLTE. 

Hi there, This is issue is not new, but I think it’s gotten worse recently. So here it goes:I am currently in a rural corner of Nova Scotia, where connectivity is admittedly poor.However, my partner and I both use Koodo, have the same plan, and the phones are sitting next to one another on the window sill …. difference: his phone (a 2018 Motorola, maybe $100) has enough connectivity to provide a hotspot with acceptable latency for video streaming, while I was not even able to provide ANY internet connection via hotspot. As I said, that phenomenon is not new, but it’s never been as bad. After resetting the network, I am now able to create a very, very, very, very, ….. poor connection. Definitely not good enough for video.As I said, it’s gotten worse. The last time we visited here, I was actually better able to use the internet  on my laptop with  using the phone as a hotspot than trying to access email, messages, youtube directly on the phone. I found that quite curious.I talked to Sams

I was running out of data and Koodo always offers some kind of plan increase for 5 or 10 dollars per month and you can opt out at any time.  So i proceeded to add 4 gigs for 5 dollars.   I only wanted the data for this month/period so I thought I’d cancel it and it would last for the rest of the month and no longer be applied in subsequent months.  I was wrong and it prorated the 20 days, removed the 4 gigs and charged me 3.xx for no use.  I tried to add it back by sending the sms text ADD4 again and now I’m being spammed every minute with:  Koodo: Sorry, it doesn’t look like you’re eligible for this offer at the moment.  We’ll be sure to keep you in mind for future deals. I’ve received over 50 of them so far and they keep coming. Anyone experience this? Thanks, 

This is the second month in a row that there has been a glitch on my account and all of my data just disappears into the abyss. Last month when it happened, I changed my plan to get more data to avoid any charges. This month they just stole 31 GB from me in less than 30 minutes…………. I am really annoyed. You can see the minute by minute of usage on my account…… And when I spoke to a representative they suggested I buy more data….. like? It’s technologically impossible for me on my iPhone to burn through 31 GB in that short amount of time. 2 months ago before this nonsense started happening to me I average 3 GB of usage in a month………. So dumb. I want my data back. 

We had an excellent family plan with another company for as far back as I can remember. Koodo offered us new (refurbished) ‘iPhone 12XR Pro 256GB’ phones with comparable plans to our old ones, so I signed up and brought over two of my grown kids as well, with the same offer. We are very unhappy with the phones. To say these phones are “refurbished” is false advertising. They absolutely are not refurbished. They are just plain “used”, and there’s a reason people got rid of them. Mine has an 87% max battery life and the speaker is sometimes crackly. The main reason I switched to a new phone is because my old phones battery was going, so this is very disappointing. My daughters phone shows red notifications; “Unable to determine if your iPhone battery is a genuine Apple part”, and “Unable to determine if your iPhone display is a genuine Apple part”, and her phone is constantly and randomly crashing with a white screen, as well as dropping calls, and the battery is not good. My sons phone

I am wanting to purchase a prepaid sim from BestBuy however, Im wondering if I will still be able to purchase the promotional plan then? When I just access the promotion plan it charges for a sim to be delivered. While prepaid plans are completely different. Has anyone tried this? Does it work? 

Hi, I have a Pixel 6 with 3 eSIMs: 2 unused, and 1 for Koodo (main carrier).  I decided to buy an extra eSIM for an upcoming trip on Airalo, and when I attempted to download it the process failed.  I rebooted the phone to see if it'd make any difference, but when it came back I did not have any mobile service anymore: the Koodo eSIM had been disabled.When I try to reenable it, I see the message "Can't disable carrier - Something went wrong and your carrier could not be disabled".I then thought that the problem might be with the other 2 unused eSIMs.  When I try to erase them from the device, I get a generic error saying that it was impossible to do so.I've already tried:Rebooting the device many times, including in Safe Mode Resetting the network/mobile Erasing all downloaded eSIMs (I get the same generic error) Talking to Google via chat/phoneI found a few references online saying that Pixel phones can only store 3 eSIMs max., but I could not find anyone experience the exact same prob

My pixel 6 is dropping both incoming and outgoing calls.  I have tried with both wifi calling and regular calling.  The problem is intermittent.  At some points I cant hear the other caller and at some points they cant hear me.  Other times the call drops outright.  I have good reception with both my 5g cell signal and wifi internet.  

I have a Koodo home phone.If I need a replacement, is the price the same as if I were purchasing a new phone?If the problem were just the battery, can a replacement battery be purchased?

So my phone screen died yesterday… very old, well loved Samsung A8 that is way past due for an update. So go online yesterday and order a new Pixel 7 . Then I get an email saying it will be shipped in a week! A week for a new phone, plus 2-5 days for it to get here?Anyway, then I go and check my order status and it says please schedule a call back, your order is under review. So I go and do that and then when I do get the call… they say we can’t help you… we’ll schedule another call…. which I never got.Why can’t I just call you! I want to just cancel this order and go to a company that has actual people working for it, not a call back bot. I can’t wait a week and a half for a phone, what is this 2003?So annoyed. Any ideas what to do?

Hi,I just switched to the 5G plan, however the eSIM I have is not showing the 5G option (only 3G/LTE).FYI I am on Carrier Setting “Koodo 53” and there is no update. What should I do?Thank you!

Hello:  It seems only my Telus phone calls (from support agents), go straight to my voicemail.  All other incoming phone calls work just fine.  I have unblocked ALL phone numbers that start with the prefix of 1-866, as those are the prefix numbers for all of Telus’ outgoing calls.  After I unblocked those numbers, the Telus agent I was chatting with, attempted to call me again, and it once again went directly to voicemail.  Does anyone know how to fix this issue?

Hi,I transferred my mobility service from Bell to Koodo today Jun 15. I got a text message from Bell about the number transferred, replied ‘Yes’, then service with Bell got cancelled. Now I can call, text, using data with Koodo but I haven't received the welcome text message yet after having been waited for more than 2.5 hours. I saw that many people also got the same issue. Can someone from Koodo please look into it and advise me what I need to do to make sure everything works fine for me and my number was successfully ported  (especially the emergency service like 911). Thank you!

Hi - I am trying to activate two SIM cards. I have no idea which card is for what account and I only received one email with account information. The SIM cards did not come with any information. Just the card and the envelope. How do I get in touch with a live person?As a new customer this is super frustrating. 

Last tuesday i paid two times my bill 

I just received two emails from @msgkoodo. It doesn’t use my phone number, only my email. Help, please.  helen