Plans & Add-ons

I received koodo internet in the mail today after it came late because they didn’t include my unit number and I don’t have a coax cable to set up my home wifi as it’s a brand new apartment building. Ive been trying to get into contact with someone from koodo to help me set up my wifi as i’ve already been here a week without it and i’ve gotten barely any help. Someone from koodo said I have to wait another day to receive a callback to confirm a technician to come in but i’m disappointed with this service, after waiting this long to set up my wifi and for them to not send me correct equipment compatible with my new apartment is frustrating. Now to wait another day and have someone come in and set it up for me is not what I call easy set up. 

Hello all,I just bought a Europe 14 day Easy Roam pass. On the Koodo site, it says “Your pass activates when you land (just turn Roaming on).” I am not leaving for a few days, so this sounded great that I can buy in advance and activate it when I get there.But, the text message I received from Koodo after clicking the accept changes button says “ Nice. You have purchased more data to be used until the end of your billing cycle, which ends at 11:59pm on 2026-05-01.” This isn’t what I accepted (and I won’t have even left for the trip yet).The email I received from Koodo says “Added* Europe Easy Roam 14 Day Pass Price per month: $0.00 Service effective on: April 28, 2026”The cost for the easy roam was actually $50, not $0. More importantly, I’m in the Eastern time zone, so I bought it on April 29th. If it is truly effective on the 28th, I’ll run out of days before the trip ends. But I bought it thinking it only began once I landed.I’m not sure which c

Now I'm not able to buy more data. Ai said there's a glitch with texts or something. I use my phone for work. This is extremely inconvenient. I just want to buy more data or change my plan. I will likely change my provider after this experience. Apparently it takes a week to talk to a human. 

I bought an outside phone and connected it to Koodo, transferring my Sim over. Koodo changed my phone plan without providing me any notice. Now I cannot even change my phone plan again as Koodo limits one phone plan change per month.I tried using Koodo assist to get help and connect with an agent. On both my phone and on a computer the chat crashed as soon as it tried connecting me with an agent. I tried calling on the phone line, and it redirected me to Koodo assist and hung up.I’m deeply frustrated both with the unconsented change, the bad service, and the inability to talk to an appropriate individual to resolve the situation, especially after having been a client with Koodo for over a decade.If I can’t get assistance here, I will explore options taking my complaint to the CCTS as I can see no contractual basis for Koodo having changed my plan without consent or notice.

I signed up for a plan through a kiosk in Mayfair mall. It was a $50 80-gb plan and included a pick-your perk Long Distance plan with a 25% discount for 24 months and then $10 for signing up for automatic payments. Which made the plan $27.50. I tried repeatedly to activate the pick your perk plan but it wouldn’t remain “picked” and when I asked support what to do she said to keep trying and I wouldn’t be charged for long distance in the meantime. I tried at least 2 times to make the long-distance perk stick. Now I am being billed $124 for long distance!!!! And the plan doesn’t even recognize the $10 discount for the automatic payments. This is a completely different plan than the one I signed up for ! Totally unfair and dishonest. Can anyone help me with the next steps for disputing this bill. What are my rights in arbitration or court or whatever. I would NEVER have signed up for a plan that didn’t include long distance to the USA since I call there all the time. This is just so da

I may have inadvertently signed up for two travel passes. How can I be sure I won't be double billed?

I want to cancel device care for a phone that I would just replace if it needed repair. I went to the manage add on page in self help. It only allows you to add things, not remove them. What’s the secret? 

Hi, I am running low on data for the month, and received a text message offer to “purchase 4GB of additional data for $5/month”. If I add this for the month (to last me until the end of the period), can I remove it for the next month so my regular monthly rate is unaffected? Or does this change my base plan?How would I remove it after the month without impact my regular monthly rate. Thanks! 

Hi, switched to Koodo and everything works great except the Pick my perk (5g boost). When I try to add it, it does nothing. Saw it’s maybe a common issue. What could I do to fix it?

Hello, I’m encountering the same problem as many others. I am trying to add my free perk in Self-Serve (specifically 5G speed boost), but it will not register despite going through the adding process repeatedly. I’ve tried various browsers, incognito/clearing cache, and adding different perks (the workaround some reps are saying to try), but none of them go through. Please help, I’ve been trying for over a week and it still hasn’t changed. I’m losing out on the features I signed up for when joining this plan :(I signed in using self-serve credentials, so hoping a rep can assist me.

Everytime I click the link to activate my amazon prime it prompts me to login but then says the webpage doesn’t exist. Is there any solution to this? I don’t have an active prime subscription and my netflix and disney had no problem activating, it’s just prime giving me issues. 

I am  traveling to Asia for 16 days and have purchased the Asia Easy Roam 14-Day Pass.Could you please let me know how the roaming charges will be calculated for the remaining 2 days? Also, do I need to add any additional perks or plans to cover those extra days?Thank you.

My wife has been making calls to the UK for a number of years. One of the three numbers she calls, no longer connects. Just silence. We tried with my phone. Same results. I called random numbers in the same UK town. Some  rang. Others silent.I setup a trial of Viber Out (like WhatsApp) and was able to make calls to the number that would not connect. We’ve done the network reset, reboot.Stumped and frustrated.Thanks

I am thinking of adding Data Block with Picture Message to my sons phone but I have a few questions.How easy is it to turn on and off? How quickly does it take effect? Can he still send and receive text messages?

I have the Canada-US-Mexico roaming with data, talk and texts so I assumed I can use my plan in these three countries without incurring any costs. I’m from Canada and going to the US so assuming I don’t even need to turn on airplane more (but would be great to confirm this too). However, this morning I received a text that said “Koodo Reminder: Travelling outside of Canada? Keep your phone on since you're already set for Easy Roam! Use your Canadian plan's data, talk and text for $16/day in the U.S. and $18/day in over 200 international destinations, valid until 11:59pm in the destination where you are travelling. You're only charged on days when you use your phone in an eligible destination. Visit koodo.com/easyroam for more info. Need help? Check out koodo.com/chat If you don't want to incur roaming charges, set your phone on Airplane Mode to prevent all cellular network usage.” So now I’m concerned I’m going to incur charges if I d

I have two phones on my koodo account, one has access to over 100 gb data monthly and the other only 2gb. How can I divide that up better?Ken

I have tried adding the 7 day US roaming pass for $35 each time.  It does not show up anywhere on the online account.  I can get no help from the digital assistants.  They keep me going in circles even when I ask for an agent to help.  Where would it show up on the online site and why?  My wife is landing in Chicago in 1 ½ hours and really needs the 7 day travel pass, but I can get no help from Koodo.  I just need a minute of an agents time.  The digital assistant is not very intelligent.

I am planning on using a Europe Travel Pass for an upcoming trip to Europe. My understanding is that calls and texts within the European country that I’m currently in are included whereas calls and texts to another European country are not.I’m wondering if this has implications for inter-country roaming. With so many countries close together, I am speculating that there is significant risk of inadvertently roaming onto another country’s network. So if I accidentally roam onto a neighbouring country’s network for a call or text within my current country, is this covered under the travel pass or is it an extra charge?

In my Prepaid dashboard, there is a banner that says:“Switch to postpaid in minutes & unlock 5G. 5G speeds, roaming options, sweet discounts & more. Easy switch, all online!”And if I click on the:“Check out PostPaid” button, I get:“We couldn't complete your checkout  Something went wrong while processing your order. Try again in a moment, or contact us for help.” with the URL: https://migration.koodomobile.com/en/splash?canResumeJourney=falseIt was working yesterday, I clicked it and started filling it out, but I had to walk away from my computer, it timed out I guess, and now I get this error. I’ve given it over 12 hours and it hasn’t fixed itself yet.Is there an email for technical support?

I have a $5 add on for 1 gb. They gave me a 25 gb add on for $0.00. If I cancel my $5 1 gb add on will they remove my free 25 gb?

Does Koodo Prepaid have Visual Voicemail for Android available for free or as an addon? If so, how much?It’s not clear on the support page and the last time this was asked was 5 years ago, so maybe it’s been added since then?Thanks!

How do I get these fraudulent charges removed?

One phone was stolen, one is an old number I tried to transfer and then this phone I'm on now none have minutes or text ability somehow and I'm stuck paying without any way to contact the support since they only want to talk on the phone. If smashing my phones would fix this problem, I'd just do that. The numbers didn't even change when I chose a new number so it's only showing old info??? Wtf is going on.

Hello, I tried to change the free perk to data rollover but it continuously shows “It looks like you can’t choose a Perk right now.Please try again in an hour. If you still experience problems next time, please go to koodo.com/chat.”  Not sure how to deal with this?

I have tried several times to add my free perk (unlimited long distance pack), and also tried adding different perks in the case that it was the one that I initially selected that was problematic.  The confirmation page says that I will receive an email and have not gotten one.  I have encurred long distance charges where I thought I would be covered, is there a different way to add the perk that isn’t apparent from self serve that I should try?