Purchases & Returns

Hello,I would like to file a formal complaint regarding a misleading Internet offer sold to us by a Koodo door-to-door sales representative named Ruben D. on January 7, 2026 in Brossard, Quebec.The representative offered us a high-speed Internet plan for approximately $50/month. During the visit, he even called his manager by phone and confirmed the promotional offer in front of us. Based on those verbal representations, we agreed to subscribe to the service.After several months, we discovered that the actual contract price was $79/month plus taxes, and our monthly bills have been around $90/month. We never knowingly agreed to this pricing and feel that the service was clearly misrepresented during the sales process.We contacted the representative directly and he informed us that he no longer works for the company and is “not responsible anymore.”This situation is unacceptable. We are requesting:A formal investigation into this sales in

When do i get my modem? Cause they already charged me for my first bill last May 12 2026. 

I was not provided a simcard for my new phone upgrade. My old phone has an older sim card that will not fit. 

I purchased a brand new iPhone 17 Pro Max and have experienced ongoing issues since receiving it. Over the course of 1.5 months, Koodo sent me two faulty devices before finally replacing it with a third phone. During that time, I was repeatedly directed to different Koodo locations, Jump+ stores, and Apple Stores, spending countless hours (1-2 hour at a time i believe 6 times) trying to resolve issues that should have been handled much more efficiently as visitintg all those stores did nothing but cost me time, money and frustration.Unfortunately, the customer service experience throughout this process was extremely disappointing. I spent hours on frustrating calls where I felt dismissed, brushed off, and disrespected. At one point, a representative actually laughed at me while I was trying to escalate my concerns and then placed me on hold for 30 minutes after repeatedly giving me the same scripted response because I refused to accept it as an answer without speaking to some

I was shipped a Google Pixel when I ordered a refurbished iPhone 14.. We went to a store the same day when we realized it wasn’t the right phone, the store told us we had to call customer service and wouldn’t help us, then after 2 hours on the phone with customer service we were told they need to launch an investigation and we would get an update within 3-5 days. It’s now been 6 days with not a single update, I’ve just been received my bill for the month and I'm being charged for the phone we never received and we’ve been given no direction about what to do with the phone we didn’t order and don’t want. I’ll call, again, tomorrow, to fix this problem we didn’t cause, but has anyone encountered this before? 

Hi, I am a prepaid customer and I want to cancel my prepaid service. The issue is that I am unable to log into my Self Serve account properly. When I try to log in, it shows that I either have no number linked or asks me to activate my account again, even though I already activated it earlier.I’m stuck in a long activation process and cannot access my account. I also haven’t been able to find a way to directly contact a customer service representative.Could someone please help me access my account or guide me on how to cancel my prepaid service? Thank you.

I turned on cellular data but can't get anything AND I have no "roaming" toggle that I can even see anywhere!  

I really don't know what  to do about this, I emailed web store. I tried calling. I can't seem to get through or I missed the time or it's closed. I don't even know what my new phone number is. I don't even know the account number because I never got anything except for the confirmation email that my order was received And they actually took money out of my account for the esim already  I'm frustrated because now my old cell phone number is disconnected.Because I was supposed to have this one up and running by now

I am thinking of upgrading from the samsung s22 ultra to one of the upcoming s26 phones. But I do have questions.  Right now I have a physical Sim card In my phone, do I have to switch to an e Sim card, or can I stick with the physical Sim card? I prefer the physical card if possible.  If I pre order from koodo,  can I just take my Sim card out of my current phin, put it in the new phone and transfer everything over and I'm good to go, koodo will automatically know new phone is active? I assume my phone number will be the same, regardless of e Sim or physical Sim card.  What are the differences between the the 3 new phone types? Thanks in advance 

I still had my old address, on the account, without realizing it. The delivery was canceled when they tried to drop it off. I've since updated my account but now need to know how to get my phone. Thank you.

Hello I have a capital one credit card secured and I would like to have a new plan as a new customer and also a new device iphone 17npro max but I was wondering if your system accept capital one credit card because when I want to apply but doesn't want tk affect my credit score by applying and after when they ask for credit and i try using my capital one is wont work to purchase phone and Sim card 

I recently purchased a phone from Koodo using tab. I went to self-serve and clicked on tab to see if I can find my invoice. All I can see is a monthly summary of what was paid in the balance but no invoice or receipt for the purchase of the phone. I am assuming that I didn't purchase a phone and Telys just the Financial agreement. Thank youJohn

Hi there,Just wanted to start the topic of conversation in regards to a newer iphone 16e that I got in April 2025. Today I noticed it went down the 10% battery. I went to go charge it, plugged it in and it looked like it was charging with the little lightening bolt. Very soon it went down to 5% then 2% and now won’t turn on or charge. I tried different charging cords, blocks, outlets, wireless charging but nothing. I contacted apple support and set up an appointment to bring it in to an apple store to have them assess and fix or get a replacement. I was just wondering if anyone has had a similar issue and what the end result was. The phone is covered under the manufacturer warranty so apple support said there would be no cost if it is determined to be an issue with the phone due to it being faulty. I still owe koodo for the phone since I gave a down payment and pay on my tab once a month for it. Once its fixed or I get a replacement I would love to just send it ba

HelloHow do I get a new SIM that works for my same Koodo account and Koodo phone number.My account is currently suspended.Thanks

Hello,I subscribed to a BYOD plan 2 weeks ago over the phone and ported my number over to Koodo. Now, I want to cancel within the trial period.I see that I need to call them to properly “return the service” and avoid the connection fee. However, I’m wondering if I will still have the opportunity to port my number before they cancel.Any idea on the proper sequencing?

Does anyone know what the deal is? Thanks :)

Hello, I was wondering if having my own router will make my plan cheaper?

Where can I purchase a new wireless phone hub?The Koodo customer service reps tell me to visit a local store.The local stores have told me to contact Koodo Customer service. 

Anyone know what happens if you subscribe to stream + but already have an annual price membership that is all paid up until January?  Do I get billed for the prime portion monthly still immediately or is there some sort of discount.  thanks!

Hey!  I was going to purchase a new iPhone 16 today but when I checked my promotions the $300 discount has disappeared!!  It was there yesterday and today, gone!Anyone have this issue before?  Any luck getting them to honor the promotional price? Thank you! Keith 

Hi  I have a tab of 8 more months to pay and the tab bonus balance of just over $400.  When is the earliest time period when I can get a new phone? For example with two months left on the tab will the tab  bonus  balance of $400 be forgiven? I don't want to pay back the tab bonus balance. Any help would be appreciated. Thanks

I am planning to purchase a new phone, and I am already eligible for the First Nations tax exemption on my bills. Is this exemption also applied to the initial price of the phone? Or is there a different way to have this applied?

Hello. I'm not Canadian but I'm moving to Montreal soon. I'm wondering if it's possible to buy a prepaid Koodo plan and activate it with eSim before entering the country so that I immediately have cellular service and data once I arrive at the airport. If so, does the start of the 30 days of the plan start right when I purchase it, or when I actually activate it on my phone? Thanks.

I bought my phone back in last March and need proof of purchase now. Google told me to call Koodo and have them email it to me but I cannot get by the chat bot and it doesn't allow me to ask about proof of purchase 

My husband lost his phone. If I order a new one online through Koodo will it automatically come with a new SIM card and will I be able to activate his new phone without having the old one? I’m trying to avoid having to pay the $70 activation fee on top of having to pay for a new phone plus a more expensive plan because of course his old plan is no longer available.