Purchases & Returns

I get all the way to the end of buying a new phone online, using Koodo Tab, and then after clicking Place Your Order I'm stuck on the ‘hang tight’ spinning loading screen. I've waited 30 mins, tried multiple browsers and devices both on and off wifi. No error message. Anyone else experience this? 

If I am an existing customer and I would like to activate a new line for a tablet, will there be a HARD credit inquiry? Thank you for any assistance that is available to me.   

Has anyone else used the # 250-755-4852 to sign up for Koodo Mobile plans?I got this number from a legit Canadian blog site, called it but no answer but got a text message from this number shortly after offering to help me setup.  I gave them name, address and driver’s license number and they gave me an account number but over 24 hours later no emails from Koodo for this account and no reply anymore from this number.  Have I been scammed or something? stolen identify ? loans or accounts open using my driver’s license number and address?

Worst experiences back to back ever

Hi Can someone schedule a call back for me, I have been trying for 3 days and it is just showing me an error(see below). 

I have been trying to connect with a koodo agent for the past hour with no luck.  The “Connect To A Rep” button in Koodo Assist gives an error and goes to a blank page that says “ xavlab.xyz refused to connect” every time I have tried.  I have tried with an iPad, my phone, and 2 browsers on Windows 11.  Same error each time.  I also allowed popup and redirects in MS Edge and got the same error.   A google search has informed me that koodo no longer offers a customer service phone number, which after an afternoon of trying to get help online has failed, seems kind of cruel.For those of you experiencing the same issue, note that I was finally able to get the “Connect To A Rep” button to work by using "Private Mode” in Firefox.This has been an extremely frustrating experience and I can see how it would result in zero resolution or support for any of your customers who aren’t savvy enough to know about / know how to use a private or incognito mode in their

asdsad

I bought an iPhone 16 on Monday if there are sales in the iPhone 16 for this product can you reduce how much I have to pay per month 

I live in Toronto and have been without internet for four days now. The customer service experience has been a nightmare—I’ve lost track of how much time I’ve spent going through their “Koodo Assist”, waiting on callbacks, or just trying to reach a live person. Promised repair dates came and went with no technician showing up. Koodo tries to offer deals to pacify customers, but I finally reached my limit. Not worth the stress! It took over 20 minutes with 'Koodo Assist' and a representative just to cancel my service. My suggestion: stay away!

I made a purchase earlier this morning and an agent called me a couple of hours ago for more enquiries but I was busy at that time, and I requested for a call back. 

Is it acceptable to have to spend 6 hours in a Koodo store to upgrade 3 phones? Also was promised no activation fees, promised 3 certified pre owned phones that were “B” grade and given 3 that were “C” grade after being promised on the phone by the manager prior to driving an hour and 20mins one way to make the purchase. Was charged $80 per phone for activation after being promised they would be waved. I had to watch my own phones while updates were being installed and data transferred from old phones. The associate was very grumpy and acted like I shouldn’t even be there and I was bothering him. This took 6 hours in store, standing on my feet and not including driving an hour and twenty mins one way. And now stuck with three “C” grade phones that have bad battery health and chips and scratch’s galore. Needless to say I am NOT happy! Trying to see if anyone else are having these issues. I don’t even know what to do at this point. I’m stuck with three phones that are not up to my sta

Hi, I’m just wondering if there’s a phone waitlist option for purchasing phones? The Iphone 14 is still showing up on the shop page, but they’re all out of stock.

HelloI got a new koodo line with phone from Walmart and returned it after 1 week which was yesterday. But today i got a bill for the full month along with installment for the phone. However there should be no charge as walmart clearly said there is no due. How to fix the billing error?

I recently had a very bad experience with Koodo. I took a two new Koodo connections from Gagandeep who is working at Toronto Premium outlet at Koodo. He offered me a plan with free Samsung S23 phone with an option to buy back for $200. They have taken two mobile phones back and now not giving back the refund. When I am trying to follow up Gagandeep is not replying to my messages or taking my calls. I sent multiple emails to the sales manager Mazen Sbei and he is also not responding to my emails / messages or calls. I have all the text history and payment references that I made to Mazen’s email. Looks like they are running a scam with innocent people’s. Be aware and don’t buy any plan with them as they will make all false promises. Earlier Gagandeep was calling me multiple times and requested to make the agreement before Oct 31st because he wanted to achieve his monthly target and now no one from the Koodo team is responding. 

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.