Purchases & Returns

I bought two phones about 2 weeks apart, the first one was a Motorola g 2026 and I paid for the phone outright and then within a cple weeks later I had to go in and buy another phone because the first phone was stolen and I paid more for the second phone and received a Moto g play 2024. Problem is is I didn't realize that the phone was 2 years difference and I paid more for the second phone which was a Moto G Play 2024 and it was over a month ago now since I bought it probably now it's been a couple months now I'd like to exchange it for the original phone that I paid for which is a Motorola G 2026.I don't think it's fair that I received a phone that was 2 years older and paid more for it I am a good customer I have been with you guys for years and I'd like to correct this issue about my phone being 2 years older than what I received the first time that I paid for it and paying more the second time for the Motorola G Play 2024, I should have received the same phone and not a different

Mr. H*** has to terminate his Koodo services because they move to Switzerland**edited by moderator to hide personal information 

were do I find a new flip phones seems stores never have any?

SIM card sent on september 11th not received yet. Billing cycle started on sept.16th.Trying to cancel the account. Refused because wrong PIN . Not asked me to create at opening. Not possible to changed because no SIM card for text identification. Neither not possible by e-mail. Message  for e-mail recently changed. Never changed since account has created. Wrong date of birth in the account also....Agent on the phone told me to go in a Koodo store with 2 ID pieces. Was told there they can do nothing with the PIN. But after checking in the system they told me  that  a callback is scheduled for today at 9:00 am. It is 11:17 am  and nobody called me.LOST IN THE MIDDLE OF NOWHERE 

I don’t understand why I am charged although I returned the modem. Can you please tell me what the charge is for?

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 someone elseNo

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 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 back and just switch bac

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

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 

Hello, I took over my dad's phone with my phone number. I am an apple user through and through but this is an Android. I would like to switch. My question is my tab balance says zero but when I go I to it it has a negative balance, if I upgrade my phone will I have to pay the balance or will it just be added. I think it will be added to my bill but not sure.

I just ordered a pre owned phone from a kiosk in the mall but changed my mind on the colour🤦🏼‍♀️how can I contact Koodo to request the different colour phone

I received an email that I had to verify my purchase and received the call 10 minutes later. I missed the call as I was not expecting it.  The email mentions scheduling a callback but the assistance tool will not allow me to schedule a callback and gives no other way forward. “ You can also go to Koodo Assist to schedule a callback from a live rep. “