I’ve been a loyal Koodo Mobile customer for over 10 years, and up until recently, I would have confidently recommended them to anyone. (tl;dr koodo sucks now)
I originally switched from Rogers Communications after years of frustration. With Rogers, it became harder and harder to access the same plans new customers were getting. At first, it just meant calling in to make a change (back when everything had to go through a rep). But within a couple of years, getting equal value required being transferred from department to department, eventually landing in retention just to receive the same offers being publicly advertised. It felt exhausting and unnecessary.
When I moved to Koodo, it was refreshing. I brought my own phone, avoided a contract, and loved their transparent approach. Their policy seemed simple: the same plans were available to both new and existing customers. You could browse plans openly and switch instantly through self-serve. No games. No retention gymnastics. It felt fair — and that fairness is what kept me for a decade.
A few years in, I noticed something odd. The better promotional plans advertised publicly on their website weren’t showing under the “Manage Plan” section once I logged into my account. I called a few times to ask why. I never received a clear explanation, but the reps were always happy to honour the advertised deals. That goodwill went a long way.
Fast forward to 2026 — and unfortunately, the experience has taken a sharp turn.
For the first time in years, I needed to lower my monthly costs. As usual, the better-priced, higher-value plans were clearly visible before logging in — but completely disappeared once inside my account. I messaged their website bot (because you have to start there now) and asked for a rep. Instead of a “call back,” I was dropped into a live chat system. Not a text-style chat either — responses were slow, spaced out, and hard to follow.
When I requested the advertised plan, I was told it wasn’t an “in market” option and therefore unavailable to me. Meanwhile, it was plainly advertised online. I was offered more expensive plans I didn’t want and informed that any rep-assisted change would include a $15 fee. After going back and forth about what “in market” actually means, I realized this was starting to feel exactly like what pushed me away from Rogers in the first place.
I eventually told them not to worry about it — that I would likely cancel once I found another provider.
Ironically, right after that, I was prompted to rate the support experience. Then asked if my issue had been solved. (No.) I was automatically redirected to another rep. While waiting, I switched all three of my phone lines to the lowest priced plan available online. Ten minutes later, the new rep messaged me to offer the exact same plans I had just switched to myself.
After quite some time going back and forth, I was eventually offered the plan I originally asked for, but only for 1 of the 3 phones on my account. I took it and left it at that. I was already frustrated and the decision to leave koodo was made.
That pretty much sums it up.
For over a decade, Koodo stood out because of transparency and fairness. The self-serve model used to empower customers. Now it feels like selective visibility, technical barriers, added fees, and definitions designed to discourage existing customers from accessing advertised value.
It’s disappointing to see a company that once felt different start to mirror the exact practices customers left behind elsewhere.
After 10+ years, I didn’t expect to be reconsidering my loyalty — but here we are.
