Plans & Add-ons

Will not activate in self serve 

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 ?

Is Alaska included in the Canada/US/Mexico plan?

Hi everyone, I am just wondering about 5G and 5G+ data speed. There has been a new tower installed near my house in the recent months. My phone, a Samsung Galaxy S22, is picking up 5G+ service.I received a text message from Koodo yesterday stating that over the next 6 months, the speed will be increasing upto 1GBPS.Now, is the speed increase to the 1GBPS apart of the 5G+ network or is it on the 5G network? If only apart of 5G, what is the benefit of 5G+? Thanks, 

On the current promo for koodo internet 100 for $40 for 24 months,   are there cancellation fees for early cancellation?    How much is cancellation fees?  Is 24 month the on contract or not?

Hey there,I got an email from koodo stating the following.“Starting June 15, 2026, the subscriber on your account with this phone number that is using a 3G device will be charged an additional $5/month for 3G network usage due to rising costs to maintain this network, which is being planned for shutdown. This charge is avoidable by switching to and remaining on a compatible 4G LTE or 5G device for your mobility services. Once the device switch has been successfully made, you will no longer see this amount on your bill.As part of the small percentage of Koodo customers impacted by this change, to help make this switch easier, we have device financing options from $0/mo and $0 upfront plus taxes when activating select rate plans with a 2-year Happy Tab. Call 1-866-975-3052 or visit your local Koodo store to ask about compatible 4G LTE and 5G device options.”Now, i am Not using 3G and my device has been on 4G and 5G plans. I’m curious as to why they are telling me my device is 3G and they

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 communication to believe: the website,

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 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.

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 don’t turn on airplane mode and turn off my plan. Can

How do I make Koodo prepaid long distance add-on self-renewable?

I will be in Hawaii for 1 month. I was hoping to change my plan 1 week before travel to the Canada-US roaming with data, talk and text plan. Does anyone know if Hawaii qualifies under this plan? I know sometimes US plans only cover the continental US states and this doesnt always include Alaska, Puerto Rico, and the US virgin Islands...I’d like to know before I change so I don’t end up with a massive roaming bill and I can’t seem to find definitive info on Hawaii NOT being considered a US covered area for this plan. 

Can you please help me to disable my voice mail

I am attempting to set-up wi-fi calling but am not able. - I have a Galaxy S23 FE on a monthly plan - the “wi-fi calling” toggle is not visible in the settings menu on my phone - the “VoLTE” add-on is not visible in either “My add-ons” or “Add-ons available for you” selections of the Mobile Services menu on the Self Serve page. - entering VoLTE in the search yields no answer.  I am instructed to re-phrase my questions.  I have also tried “wifi calling”, “wi-fi calling”. “wi-fi call”, “wifi call” and continue to get the same non-answer. I someone able to instruct me on what needs to be done to rectify this problem?Thank you!

I'm going to the Cayman Islands soon and my wife and I both have this perk, so trying to establish how to best utilize it without incurring any additional roaming fees. If we land in Cayman islands on Day 1 at 2pm local time and I let my phone roam and my wife leaves hers on airplane mode, when does my 3 days end? Is it 1159pm on day 3 or 2pm on day 4. As in, is it calendar days (So day 1 is always shorter) or 3 consecutive 24 hours periods from first roaming connection? If the former, is it based on local time zone?

What happens if after the 3 days are up if you have a 3 day intl roaming Perk? Are you then paying the pay per use rate? You also can not buy a travel pass? Thanks

I changed my provider to Koodo yesterday and its over 12 hours but looks like everyone trying to call me ends up getting VM or unable to connect error. can you check and make sure my number is active for incoming as well as am able to call them but they are not so..

I will be travelling to the Azores at the end of March 2026, and I wanted to ensure that if I purchase a 14 day Europe travel pass, it covers the Azores Islands?  Can any one confirm this for 2026?

I am having problems with Prime video on my Stream + account.I called Prime customer service, they told me I would have to talk to some one at Koodo about it.This makes no sense, but, is it true?Is there some one I can call about issues with Prime? If so, what is the number?

Hi.  We are travelling to Europe for 33 days starting in mid April. Can we activate the 3 day international free travel perk and then purchase the 30 day international travel pass to get 33 days of coverage? Has anyone done this. I’ve seen both yes and no to this question.  Thanks for your help. 

I'm traveling to Hawaii and I currently have a canada US roaming package  is Hawaii included in this package?

Hello, I was wondering if Puerto Rico and the USVI are considered part of the United States under the Canada-US-Mexico plan, which was offered during black Friday and Boxing Day? Thanks!

With this plan, do you turn data roaming on when you’re in Mexico or the US? 

I have a Samsung A55 5G model and I went on to change from 4G to 5G plan 2 days ago. But Since its showing LTE,  I called customer service and tried all the options. Since non of them were working, changed my sim to an e-sim but it didn't work either.They also checked the area for 5G and confirmed that 5G is very strong where I live.Today I thought of giving another try and called customer service and I received a strange answer from them. They said Koodo still provide 4G and haven't started providing 5G even though it's advertised and sold. I really don't believe that.I think other users can see 5G instead of LTE at the top of the screen along with the increased speed as well.Can anyone help me to solve this issue