Phones & Devices

Hello, I’m currently travelling in Germany and cannot send any SMS and cannot make any calls. I can receive calls and SMS no problem and I do have International Data and Voice roaming enabled on my account. When I attempt to send an SMS, the phone tries for a while and then gives me an “Error 8” notification.I also tried restarting, resetting network settings, switching network providers, removing/adding/removing EasyRoam (I don’t want to use EasyRoam as my usage is low enough to warrant pay-per-use). The exact same thing happened last year already and it took a few callbacks and the Koodo rep resetting certain settings remotely to everything to work. I hope this is not a consistent problem with my account, meaning that everytime I go abroad I will have these issues?Thanks.

EasyRoam enabled (from Canada) when daughter is travelling in Europe. International voice roaming and international data roaming are active add-ons. Her phone won’t connect to a network - has tried turning roaming off/on, restarting, etc. Should network selection be on automatic or attempt to manually select an option? Any ideas? 

I am on vacation and have my phone on airplane mode and have been using wifi since I don't need to call or text while I am here. All other sites are working and even other parts of the site but I can't get to the login page for self serve. Is there a history of the Koodo site being unreachable from other locations like Cuba? My internet browser just comes back with an error that the server did not respond and times out.  I can't check if my payment for my last bill was received since I can't log in. I get an error message when I get directed there by the chat bot as well. 

The wireless home phone I installed for my mother-in-law has a lot of noise on the line. How do I solve this?

Just bought a new S20 ultra but i cant use wifi calling,i can activate it and then i can give the 6 digit code that koodo sent me but after that it just cycle with the ‘’requesting service. Please wait...’’.Had no problem with my s9 before for that feature.Please flag a rep to unlock this feature, thank you! 

I bought a GPS tracker that requires a prepaid SIM card to communicate with the app. I installed the SIM card but it doesn’t appear to work. Going through the troubleshooting with the GPS system it said to deactivate the pin number on the SIM card. How do I do this?

We are new to Koodo and our phones (my spouse and I) say 2GB of data however we have a 10GB plan. How do we get the phone to match our plan? My husband is getting data usage warnings because it goes by phone amount and yet he had 8000mb rolled over from the previous month.

I travelled out of country, used Easy Roam, and now back at home the voicemail insist I must  enter a password. I’ve done that, I’ve even reset it, I’ve done #4#4 to make it on and turn off again (asking for password) but it is still asking. Clues? tx

I cannot make a voice call to my home in BC while roaming in the US. I can receive voice calls from Canada, texts and send texts . Easy roam can be added or not. Makes no difference. Looks like my Samsung Galaxie is having network connection issues. Any ideas please?MikeyinPoCo

As a parent, is there anyway to turn off data on my child’s phone? Either randomly, as needed or  say I want to set up a down time from 10pm to 7am the next morning.  

Hi, Phone : s23 ultraIssue : low/no network services where I live. I did enable Wifi Calling, but according to reddit , telus/koodoo disable the option to priorize the Wifi over cellular network for wifi calling. So when I move in my house and get to a zone where the cellular network is stronger, my wifi Calling drop, and won’t come back automatically. So I miss calls , kind of important since it’s my work phone… See the screen shoot, I did NOT have the option to change it, instead we have the : ‘’ emergency address’’ Thank you

Hello - I have been experiencing poor reception on my phone at home, in the Capilano area of Edmonton. Only 1 bar and the reception cuts in and out during voice calls. This has only started in the past couple of months. Anybody with the same issue of know how to resolve?

Every time I get to the end of the order and it sends the verification code, I enter it and it goes to a blank screen.  I’ve tried multiple times and because it goes to a blank screen it will not allow me to order a new phone. I just paid off my tab balance and all excited to get one so it’s annoying me

Hello. I am in a foreign country and I lost my phone along with th sim card in it. I already suspended my service. There are no Koodo stores to buy a new sim/phone from. I won’t be back in Canada until almost six months later, but will need a Canadian number urgently soon. What can I do? Is there any way in which I can use my old phone number again? Thank you.

I bought 2 CPO iphones in July.One stopped working. Telus said we’d have to authorize $500 of repairs with our own money before they’d touch it and apple said it’s not worth anything once it is fixed. Can’t get ahold of Koodo customer service.How do I get ahold of someone to find out my options with this phone? 

I have an iPhone 11 from Koodo with a nano SIM for everyday use.  When I travel, I move the SIM to a cheap Android phone because it’s larger (good for map reading when you’re visually impaired), less valuable, and has an SD card for lots of storage.  A month ago I dropped the Android phone, so I ordered a new one from an online retailer.  The specs didn’t disclose that it has no SIM tray. It has arrived now, but I can’t move the nano SIM from the iPhone to the new phone anymore.  I gather this type of Android phone requires an eSIM.  As long as the iPhone with the regular sim card is powered off when I need the travel phone, can I now obtain an eSIM voucher and use it to enable the Android phone to be used when I travel?  Or would that in some way nuke the nano SIM in the iPhone, rendering that phone unusable?  I only use one phone at a time, so the swapping of the SIM worked until now.

I will be travelling in europe soon and i want to have a phone available in case of emergency.   I’ve read about Easy Roam, but $16/day on top of my regular plan will run me several hundred dollars for the duration of my trip.   I’m also reading there are gaps and problems with the service, even when travelling in established networks like France and Germany.   I’m looking for feedback on whether I should: (A) buy Easy Roam and hope it works while I’m there and suck up the cost; (B) leave my phone on airplane mode while in europe unless in an emergency only…..will i still incur fees if I only use my phone when hooked up to wifi; or (C) leave my phone at home and buy a “burner” phone while travelling in europe?

Hello,I have an Iphone XR. My group messaging sends messages out individually instead of to the group. I was using this feature before, no problem (ie participating in group chat where messages were part of group chat). I did change settings while travelling but changed them back.SMS enabledMMS and Group messages enabledNetwork reset doneTried restarting phoneTried deleting group and starting againContacted Apple who don’t know what the problem is and said to contact carrierMembers of group have mix of android and IphonesGroup uses phone numbers for chat No members have made any changesMy message appears as part of group chat to me but is received individually.What other steps can I take to resolve this issue?  Thank you.  

Hey there my mom is a senior and traveling from Canada to the UK. Would it be easier to have her phone in flight mode for the entire month she is there, or would it be easier for me to purchase the easy roaming and hopefully pray that she doesn't answer a spam phone call or a spam text message.  My mother is not tech savvy so the easiest to not incur hundreds of $ of charges would be best. She has a LD UK calling plan on her phone but that is from Canada.  I guess it doesn't work from the UK to Canada.Thank you

Hey, I have a Samsung S21 ultra which is less than a year old.The phone was submerged in 2inches of water for about 5 seconds and now does not work.The phone is supposed to be waterproof up to 1.5m for 30 minutes but it clearly isn’t. Is this covered under the 1 year koodo warranty? Thanks for any help!Tom

I recently made the switch to Koodo in January and brought both phone lines over from Fido after 11 years. As a promotional match, I got my main line for $45 a month and the second line for $40 a month. My old S10+ just started acting up over the last week now so I am looking to upgrade and wanting to add the phone tab to my secondary line while keeping my current plan at the same discounted rate. Its only been 2 months with Koodo so I’m not sure what’s the best way to do it. When I go into Self serve it gives me the option to keep the current plan but without the discounts I received on both my lines for switching over to Koodo. Please help me with this.

Brand new monthly account, phone has said NO SERVICE for hours now and my home internet via Telus is also not working? Anyone know what’s up?

Left home network without turning off roaming - now at resort in Dominican with premium wifi and  phone won't let me connect to internet through wifi without roaming on - how do I get around this ?  I don't want to use roaming since I paid for premium wifi and I need to use the internet for hotel services. Thanks !

I keep trying to send images abroad, different countries (Austria, Hungary, Germany...).The image doesn’t get sent. 15 GB plan, with unlimited International text, data on. Any solutions?

We notified Koodo Friday a week ago that the pre-owned iphone 11 that my husband had ordered, has a letter on the keyboard that does not function, has a battery that runs down within a day, and does not allow him to transfer from his old iPhone. We sent all the necessary info in that first email. After various emails requesting all the info we had already sent, we am still waiting for the actual info on how actually return the phone. we would like to replace it with a different one, but not until we get a refund for this one. I am disappointed in the first place that the phone was not fully functioning, but that the return takes this long is quite annoying.