Plans & Add-ons

I added the Asia Easy Roam 14 Day Pass few days ago and received a confirmation email but when I got to Asia, the text message says “Koodo: Welcome to *name of country*!  You do not have Easy Roam…”  How do I check if I have it or not?  I don't want to return from my trip with a crazy bill

My sim suddenly stopped working today. It is not connecting to network. My account shows it has got several updates today, which I didn't request. Some rep messaged and said my account has got updated and is now transferred to an esim now. My phone doesnt even support esims.  I think someone is trying get access to my number which is a major security issue for me. But no one is support has even called me yet. Koodo will he liable for any loss that happens due to this. Two months ago a similar fraud took place at a koodo store related to my account. Now based on reps message the updates have taken place today at the same koodo store. What kind of fraud prevention do you have?

I’m on a monthly plan (not prepaid)When I try to add a “call forwarding” add-on to my plan, I get a popup:“Please go to koodo.com/chat and enter '#AssistSS' to schedule a callback, and a rep will help you with this.”And the add-on is not added.I need it urgently and support are taking their sweet time.Is there a way to expedite this?

Hey guys, I’m an old Koodo Customer, never had to come here too often. I just bought a refurbished phone from Koodo, and with the new plan I have rollover data to next month. (Previously, I had this perk with my other phone too)I’ve been in my Control Panel, and I activated the function (at least I think I did!), but it’s been two months since my new plan and the Data never gets sent to next month.Can you guys help me trouble shoot my problem? 

Will not activate in self serve 

My kids have the basic $15 a month plan. For the next two months one of my kids has need for 1GB of data. Can I buy data for 2 months and add it to one specific plan (the $15 talk/text plan) for as many months as needed?

I purchased a 30-day Europe travel pass on July 9 for a trip that starts Aug 22.  Admittedly I jumped the gun a bit and probably should have waited until closer to the date I leave.  When I check my account, it says that the travel plan expires Aug 23 so I would like to either cancel the current travel plan or re-set the day that it starts.  How can I do that?

I desperately need a call back asap.  When I spoke to an agent, they told me one thing and now that I have travelled internationally, I am getting text messages that say the opposite. I need a call back asap and the Assist will not allow me to get one.  Please someome call me asap.  I am not paying fees for this travel because the agent originally told me I would be able to use my phone as normal.  My number is ***87 and my name is Mary B**.  Please phone me asap. Thanks,Mary

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?