Hi there,

Can you elaborate on not being able to Manage the service?

When you attempt to remove it, are you presented an error message or does it just not let you go to the “Subscriptions” and then “Manage section” when you attempt to remove it? 

Thanks!

this is between me and koodo! You are unable to help! I tried that! This is what pops up!

This has been ongoing since may 21st and simple “press manage subscriptions button” is not helpful ! 

Unless you do IT for koodo. You cannot help me:) 

Thank you for trying.

You’re correct, however, as a Mobile Master I can flag a rep on this platform to assist you but first I need to ask some questions so that I can pass the info on. I wouldn’t say “I am unable to help”.

Moreover, I used to be a rep for a long time, so I have seen many of these issues before. The questions are so I can help further as it may be a simple fix.

Now to continue, what troubleshooting steps did they get you to try already, did they have you try using an incognito browser, a different device, or a different browser? Did the reps you have spoken with say that they have put in a support ticket for the issue to have the subscription removed?

Hi ​@16YearCustomerReadyToLeave 

We are sorry to hear about this experience!

We have looked into it and we can see that you managed to get in touch with us on Social Media and this was escalatated further to the responsible team who is investigating the issue. They should get back to you as soon as possible. 

Thank you for your patience and understanding!

If you have any other questions in the meantime, please let us know and we will do our best to help!

Hi, it’s June 2026, and I currently have this problem. I’m trying to cancel my stream+ so I can upgrade the plan.

What error do you see when you try to cancel ​@kevinwang36 ?

From their help page, you don’t need to cancel the current one. you could try to change the plan in subscription area.  https://www.koodomobile.com/en/help/stream-plus?

• Log in to Self Serve

• Select the Subscriptions tab.

• Select Manage under “Stream+”

• Make your preferred plan change

It tells me: 

Stream+ Basic undefined

It doesn’t give me the option to change the plan at all. On the subscription page above my plan it says “Active. Your recent change request is in progress.” The thing is, I never requested a change, so I’m not sure what that change is. When i go to manage the plan, it doesn’t let me cancel the change as it’s not an option.

So this might be the reason for the issue. Let me flag a rep in the forum to see if we can have more information

Hi ​@kevinwang36, we can see there was a ticket opened for this issue, our apologies for the delay on this. We’ve reached out to the agent that’s handling the ticket and requested they contact you for an update as soon as possible. 

It is June 2026 and I am also experiencing this issue. I am being charged for Koodoo Stream Plus but seem to be unable to cancel it anywhere on my account. It does not show up anywhere to “manage my subscriptions” and yet it is still being charged to my credit card. I need assistance with canceling this but the online virtual support tool cannot handle my request and I cannot get a hold of an actual person to talk to!

when did you register for stream plus? just doublecheck, have you checked if stream plus is registered through add-on of your plan? 

​@Laineyk 

We see that you managed to speak with a rep over the phone in the meantime who was able to assist. Let us now if you have further questions.