Plans & Add-ons

How do I cancel “Device Protection”?  It’s a monthly charge and I don’t need it now as I have a different phone with it’s own warrantee. 

I have been a Koodo customer for over 10 years.  In our home we have 3 Koodo phones for 10 years+. My current phone is an Apple 8+. On Saturday I went to the Koodo/Telus store in Lime Ridge Mall, Hamilton and noticed a sign indicating 20 GB of data for $39.  My plan is 20 GB for $45 so I thought I would ask about this and maybe save a few dollars plus get some ideas about my next phone as my older Apple is going to be replaced in the coming months. The store was not busy - I believe it was between 5-6 pm when my wife and I entered.   We approached the nearest team member and asked her about the $39 plan after indicating we are existing customers.  She told us this offer was only for new customers, not existing customers.  Next I asked about what to expect in a new phone with respect to cost when the time came for me to upgrade.  She told me the new phone would take my cost to $104/month.  I asked how that could be as I am now at $45/month.  She said if I get a new phone I would need a

I recently changed from a 50GB plan to 75GB. According to my current status, I used less than 0.06GB last cycle yet I recently received a notification that only about 12.5GB got rolled over. I know that Barbie has asserted that “math is hard”, but hopefully there’s a simple explanation for how 50 - 0.06 = 12.5. The rollover last month was similarly unexpectedly small, so it’s not a one-time error.

I’ve replaced an old-fart flip phone with a smart phone on a second line. My choices are 250MB data or 40GB data, which I’ll never use in a million years. Is there no happy medium, say 4GB? And how do I inform the robot that the phone is new?

I have a phone that for sure can handle VOLTE/WiFi calling (I had it on Telus 2 days ago before I ported over to Koodo). It is a Xiaomi, which is not officially supported but certainly has the right version of android and that hardware to do it (as again, it was up and running just fine on Telus 2 days prior). I can not find the feature to add in my add-ons/plans. Is there a way to activate it on Koodo’s end? I thought this features was supposed to be automatic. Also, my SMS messaging on android is running fine, but my RCS messages are not going through despite it saying I was connected to the RCS service and was online. I investigated this further and it looks like the RCS in android’s default messaging act is still linked to the original Koodo SIM phone number. I ported my Telus number over to this SIM. Is there any way to manually override the original number Koodo gave to me? I never used it as I ported my old number over immediately. Many thanks for your time and consideration on

Hi,Now I am in China and I activated the voice roaming and easy roam recently. But I still cannot receive any messages from Canada. Is there anything I missed?

Hello. My current plan is 35/month with 2 gig of data, there is currently a summer sale for 39/month with 20gig of data.  however, when i try to change my plan, it doesn’t show this option, instead, it shows me the 50/month option and above.    why can’t i pick the 39/month option? 

Hi there - there's a new plan that I'm looking to switch to.  I have a very specific add-on for long distance that includes Australia.  The new perk doesn't include it and I need to be able to call there.  How can I ensure I dont lose this add-on?

Greetings, I recently transferred my number over to Koodo for the $39 for 20gb plan that included 1 free perk. I read the details about what perks were available which included Unlimited Long Distance Calling. When I login to self serve to add it though I only see two perks, enhanced voicemail and unlimited long distance text.Please help me in getting this perk added as it is the sole reason I transferred this number over.

I would like to add a line to an existing Koodo account; if I do this can I transfer an existing phone number to the new line? My partner has a phone number that I would like to transfer and have both of our phone under one account.

I never receive any text offers from Koodo, like the summer deal that I heard about that I want. how do I get these deals if I never receive text notifications with offers?

Can anyone make any suggestions on how to downgrade my plans. I tried online in self serve with no luck, tried callback request with assist but have been waiting 16 hours (also put in another call back request 30min ago), any other way to achieve this? I unfortunately cannot go to a store as I live outside a city.

How do i activate international calling? i have the international call package and have looked in the manage add on tab for the option as per the chat bot but its not there. i need to contact family back home and cant wait a day for a call back

The summer sale plans are only available to new sign-ups which requires purchasing a new sim. Can I do that then transfer my existing number to the plan?

Hi, i have used plan about 50 dollars. I wanna change my plan from this to a plan between 20 dollars and 30 dollars but i can't find the fee of plans on self-service. please tell me the way.

My phone doesn’t register a call when Koodo callback phones me - it just goes straight to voicemail. This doesn’t happen with any other number, including other callback systems.In another forum, I saw Fongo recommended but I am unable to access my account - I have one registered but it won’t let me sign in and when trying to reset the password, the email never went through (even after verifying the correct spelling).Is there a number or email that I can use to connect with Koodo? Feels like a frustrating chase. Thanks for your advice.

I added long distance perk on my plan but when tried using it, voice mssg that it is not activated and has to call *611, and has to schedule a call back.  Cant it be done without calling back as it for obvious reason that it was included in the plan? (Just a suggestion) thanks

I am checking to see if I can get a better deal for my partner, who’s phone has been paid off for a while. His Plan only includes  The offer I am seeing is:$55  for 40GB with one free perk.Unfortunately the perks here don’t include the international minutes, which the old plan includes (1000 minutes) AND it says “Applicable on Tab Basic”, does that mean I have to pay $10 each months ‘towards a new phone’. I choose ‘shop for plans’, only - so why am I already faced with the decision about a new phone?What do I need to consider here?Very confusing, Koodo!

How can i remove subscription to the international long distance saver add-on?

I want to change my plan but am only given the option to add a line. It's an all around better plan. Right now I only get 16GB for $50 and the new plan is the limited time 20GB for $39, but in order to get it I need to add it as a line to my current account.If I add the new line, am I stuck paying for two lines? Or can I cancel the old $50 one and proceed with the $39?

I got a phone for my mom with my koodo account, and now I am stuck with the 50 dollar monthly plan.However I am not In Canada now and I don’t need to use the 50 dollar plan, I just need to keep my number for text message that’s all.so i paid off the tab and I had no tab, but it seems like I can’t change my plan, do I have to stick with this plan forever? is there a way to change the plan?

Hello Koodo friends,I am trying to switch plans within Koodo to this new $39 promotion, but the checkout requires I buy a new SIM card. Is this necessary? I don’t understand why I need a new SIM card when I am only switching plans. Can this be bypassed?Thanks!

I’ve been with Koodo for a while now. My wife was offered an “upgrade” to 20Gb plan at lower pricepoint and I wasn’t. I’m stuck at old 8Gb plan with higher cost for no apparent reason - my wife and I set up our Koodo accounts about the same time, yet our plans are never in-sync. And this “only for new activations” is an insult to loyal customers. At least give us something comparable.I can order *new* SIM with new plan just fine it seems so I’m tempted to cancel my existing plan and force the issue that way, but then there’s an issue of phone number porting and canceling at the rigt time to not get dinged twice. Koodo - this should *not* be this annoying.

I'm interested in upgrading both my phone and plan for either myself or my wife (same account, different subscribers), and whenever I try to see what plans are available, the only option that appears is the 50gb plan for $62(for tab plus, mid, and basic), or the pay per use $35 plan (tab basic). In the past I've seen atleast 3 or 4 options but for the last few weeks, while signed in, this is all I get to see. I've tried adding multiple different phones at different tab levels to my cart to see if that would provide other options, but it's always the same. Any thoughts? 

Here’s the offer.  When I go to my account there is NO “Manage plan and add-ons” - it’s either “change plan” which gives me some options but not that offer, or manage add-ons which offers nothing other than the usual add-on choices.  Am I missing something?I did try the links along the top, but I had to buy a new phone to get that plan, but that’s not what the text is offering.