Plans & Add-ons

Hi. I’m not living in Canada but my plan doesn’t include text or calls in foreign countries, so I can’t schedule a callback or activate to self-serve either. I want to upgrade my plan from prepaid to a monthly plan that includes international calls and messages. How can I do this? It’s impossible to speak to anyone on the phone unless you can schedule a callback, and I can’t

I have been trying to cancel my Stream Plus since at least may 21st. Koodo was unable to assist me then. I am still unable to cancel now. Koodo was unable to cancel either. After several phone calls and literally 2 hours of my time talking to them explaining that I want to cancel because they could not put me down to the $10 per month promo on stream plus that I thought I signed up for.  Calling CCTS Today to report it as even today I cannot “Manage” my stream plus services ! I have to fight an AI boss everytime I try to contact koodo regarding this.Been with koodo 16 years! I just was told I had to cancel stream plus in order to sign back up to get the correct $10 a month promo. Now I am sick of being STUCK with koodo for stream plus and I am sick of having to have staff at Koodo tell me its my fault!Maybe having the whole company ran by robots was a bad idea?

When I am roaming in the US using a personal hotspot is not available. How can I change this? I have US calls and data roaming in my plan 

While roaming in the US, the download speed is excellent but the upload speed is dismal. How can I improve the upload speed ?

I signed up with kudo today online waiting for the confirmation email with my e sim n directions I tried logging into self help I can’t says wrong password or email tried registering n I’m not able to Cus I don’t recieved the text I put forgot password and don’t recieve the email help plz 

I have an active Europe easy roam 30 day travel pass. I texted Koodo to activate it, and got a message back saying it’s activated. However, do I need to turn on data roaming in my phone setting to use it or do I leave data roaming off? I can’t tell on the Koodo self-serve if I’m being charged extra for roaming…Thanks!

Not able to make international calls. Newly activated postpaid. Long distance perks added. All other free add ons like data roaming, call roaming added. restarted device more than 5-6 times.  any ideas ?

My prepaid plan up and cancelled itself out of the blue.  Says I need to “top it up”.  Even though it’s been  ongoing prepaid for like a year now.  So I dialed the *611 and the cringebot won’t let me add money to it.  Doesn’t explain why or let me talk to someone, just refuses to let me pay.Tried logging into my self service account on the website.  “We have improved security so you need to provide a new username and password.”  Ok, so it directs me to a box and I’ve tried every kind of username and password but it just keeps saying “invalid credentials”.  Yup that’s it.  I’m entirely locked out of using my phone.  For no reason and I have no way of fixing the problem.Cause koodo went full retard-bot to save fifty cents in labor cost.  (They even charge you $5 to talk to a person now, just to add insult to injury).  I’m waiting for a job interview call that I probably missed and I have friends that were supposed to text me about helping them today, now they think I’m ignoring them.I ca

Last month I contacted koodo about this problem with my European roaming plan from May and Junw not followed and koodo replied that they would remove $60 for May and after June to reconnect. June had European roaming charges as well and shouldn't.   Please fix these over charges.  Thank you.  

I've been having an issue adding a free perk to my new phone lines. Everytime I try to set it, it give a confirmation. But next time I log in a check, it still gives me a "add free perk" notification and nothing perk is added.

Added a 14 day Euro pass to the account just prior to travel., which spanned two billing cycles.  My  May bill included daily roaming charges. The rep confirmed the purchase, and noted a glitch at their end did not apply it properly to the account. Got the credit back and was assured that this was fixed for the entire trip, as the last few days would come in on the June bill. Which I got today, and again included very costly daily roaming charges in error. And of course, with Koodo requiring access to charge my credit card, I am now waiting for a response to get this addressed again. If you purchase those passes, keep a screen shot. And keep your logs of past conversations. 

I'm traveling to the US the 13th of July. I decided to add the travel pass to my account now (June 26) as it states it will only activate when triggered by US roaming. I'm just wondering if that still applies since the end of my billing cycle is July 6. The email I got after adding the pass was a bit confusing about that stating:"After making changes to your plan or add-ons, your next bill will include the following charges: your regular monthly service, additional usage, a one-time partial/prorated charge and/or credit from June 26, 2026 to the end of your bill cycle on July 06, 2026. Please note: you may only have partial minutes and partial data until your bill cycle resets on July 06, 2026 at 11:59pm."I know it's way ahead to add the pass but I'm moving in a couple days and anticipating chaos so I didn't want to forget about this before the trip. 

I'm another customer having the same issue. Signed up for Asia roaming add on and got email confirmation before travel. Once I landed in India, I get text message saying I will be charged $18/day for roaming. Been sent around and around through the online support and can not reach a rep.This is frustrating after a long trip. Coincidentally, I had no issues with the Europe add on just the day before!Help me connect to a rep to sort this out.   

Hello, I just changed my plan to a Canada-US-Mexico roaming with data, talk and texts 100 GB of Shock-Free data at 5G speed And Unlimited International SMS. I just travelled to Mexico recently and my date/plan has not been working. What can I do ? 

I’m trying to switch my prepaid base plan from 75 GB 4G speed @ $40 per month to the lowest prepaid plan at $19 but that option is not available on my self serve account. I tried reaching out to a Koodo rep on Koodo Assist but it won’t connect me to an agent no matter how many times I’ve asked. I’m a prepaid customer for reference.  

As the tite says, I now have no service. Can’t really arrange for a callback as the useless chatbot is suggesting...now what? 

After purchasing an easyroam travel pass when is it activated, upon purchase or upon first use?

I have a family plan. My sons account, he opted for Data rollover for his monthly perk but Data never rolls over. When I log into my account, it shows that it is enabled for his profile but I keep getting prompted to pick a perk. Can someone assist me with this please? 

I want to add the connection to Qatar

I paid for streaming basic + basic.  $38Was working fine.  Last payment came out 3 days ago....   now disney plus wont let me in unless I complete separate subscription paying more.   Why?

I have tried to add  a 14-day Europe travel pass to my account several times since June 1 . Each time I add the pass in my account, it gives me the confirmation screen, but the pass does not show on my list of add-ons.   I landed in Poland on June 3, and only recieved a note about easy roam, which is not the same as the 14 day travel pass.   I attempted to activate the travel pass again June 3. It is still not active.  I’m getting success messages online,  and then Koodo sends me a text that tells me “ Nice. You have purchased more data to be used until the end of your bill cycle, which ends at 11:59pm on 2026-06-21-4:00.  Your data is not longer paused”  which is not something that I purchased.  My partner that I am traveling with is also a Koodo customer and was able to add the 14 day pass to his account easily. and his is active  Online chatbot will not connect me to a rep or address my question. Can’t schedule a callback.  I’m  considering changing service providers next month beca

I thought I activated a US travel pass via self serve and have been using my phone as normal while travelling, but now I see that I have been charged daily for roaming instead of the one time fee. I see a lot of people on here having the same issue - is there a fix to this? 

I have tried to activate it 4 times. I get told I paid for more data. I am being charged daily rates which are exorbitant. I received a message that it was fixed, but it isn’t.Help!

I have the free 3 month Amazon Prime offer activated but want to know how to cancel. I don’t intend to use it after the trial period. How do I cancel?

I am trying to add a 14 day Europe travel pass for a visit to the UK using the self-serve option.  After I press “confirm changes”  to add the pass, I receive a text saying that I’d purchased extra data, etc.  I tried to add it again today but I still see no mention of an activated pass on my account and still get the text mentioning I purchased added data.  I tried the AI agent for help but it was of no use.