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I have a Pixel 10 with a Koodo Plan.  How do I get an eSIM for Japan?

I was misled by a Koodo salesperson who promised that my monthly charge would be around $28, but the first bill I received was over $45.He told me that both my first bill and all future bills would be approximately $28, and they will start billing only after activating my SIM. But I received the first bill even before receiving the SIM.This feels very deceptive, unlike my experiences with sales representatives at Rogers.They don’t even have a customer care phone number that I can easily reach.Stay away from this provider.I want to cancel my service now and want to ensure to cancel the bill they sent even before activating the SIM, but there is no way to reach them. I hope the salesperson is held accountable who just scammed me

Hi there,  On Jan 23 & 24th my phone connected to a US network while I was traveling - but I never left Canada.Also for Feb 10th I was never in the states - got dinged for roaming close to the border too.  Can you make the correction so I don’t get roaming charges? Thanks!  PS I changed my settings to stop connecting to US networks. 

Hello,I was charged for Easy Roam on my last bill but never entered the United States. Again I live close to the States as indicidated by my billing address. Please remove charges ASAP.ThanksMarisa

I just got a text stating: “As a valued customer, we're offering you a 40GB plan at $34/mo + a new device at $0/mo on Tab!”.So I log in to the web site and I see nothing but the usual web site --- no pop-up dialog boxes directed at me, no acknowledgement of me with respect to this offer.How do I find out which phone(s) they are offering me at this plan/price? 

My account is set up for pre-authorized payment, and I had no problem until now.This month money was withdrawn on Jan 5th and the due date is 12th. However, the billing overview shows I still owe the whole amount and 'Please pay in full by due date.' I wonder what's wrong??

I’m currently thinking of changing my plan (or leaving Koodo altogether) because of the recent price increase. Every time I look online or when I spoke to a representative, I’m told I can only get a discount via auto pay through my bank account. Is there a specific reason for this? I’m not comfortable doing auto pay through chequing and haven’t paid a bill through chequing in years now. I’ve been with Koodo for over a decade and it’s been frustrating to see how in order to get a better plan, I’m being pushed to use a method I don’t want to use. 

I’m sharing my experience to ask for advice and to warn others.I left Canada permanently in August 2025. Before leaving, I called Koodo and explicitly asked to cancel all mobile services on my account. I was told that the services would be cancelled.After leaving Canada: I no longer had the phones or SIM cards I did not use the service at all I am now living outside Canada and cannot call Canadian phone numbers Recently, I checked my bank account and discovered that Koodo continued charging me monthly from August 2025 through January 2026, despite my cancellation request. These were recurring charges taken directly from my bank account.When I later logged into Self Serve, I saw that all three family lines were still active, which was a complete surprise.This appears to be a clear billing and cancellation failure: Cancellation was requested in August 2025 No service was used afterward Charges continued without my consent I am currently trying to resolve this online via chat, sin

Hi there, Let me preface this with my anger about the lack of support and transparency generally speaking. I switched ‘plans’ when I got an offer to upgrade my data. But what I wasn’t told was that the list of countries was downgraded from 28 to 27. I cannot even figure out which country they dropped. 

I will soon be travelling to the Bahamas for a week, and it looks like the Easy Roam Caribbean Travel Pass is my best option ($60), rather than paying $18 per day.  The instructions say to “text CAR7PASS to 7626” to activate the pass.  Just to test it out, I typed in 7626, but without the CAR7PASS code, as I’m not ready to activate the pass right now.  But immediately I received a reply:  “Koodo Welcome to USA! You do not have Easy Roam.  Pay per use rates without a travel option are $1.60/voice minute, etc etc”   What have I done??   I am still at home in Canada but does Koodo think I’m in the US?  How do I undo this immediately and make sure I am not getting roaming charges before I even leave Canada?  Please walk me through what steps I need to take.  

For the past week, I have been trying to cancel my home internet service without any success. I called 1-855-350-1170 and spent hours on hold, but no one ever answered.I contacted Koodo's customer service (2 times), the representative collected all the necessary information but then transferred me to the cancellation department, where I waited for several hours with no response.I posted on Koodo's Facebook account, and someone took my name and phone number, saying they would contact me. Nothing happened.When I say I spent hours on the phone waiting, I wasn't joking; I need a real solution.Thank you

I am trying to add the "Pay per use International long distance" add-on to my line, but it does not appear to be available in my available add-ons list. Could a rep please assist me in enabling this feature? Appreciate your help.

I’ve been charged for roaming on February 8 and January 17 both of which I was not traveling in the United States and just live relatively close to a border. I would like these corrected.

I have been having issues with dropped calls in and out,  cannot receive  calls , text message going out say ' ! Not sent, check options but message will sometimes send out. I've been transfered to the trouble shooting department and still no help with ongoing issue.   My living location has not changed.  So, my question is, if I buy a new phone on a plan/tab  that would mean I have to be committed to such plan I choose. But! What happens if new phone has the same problems? Do I choose a different provider?Please help 🙏

I am in the US. Paid for a prepaid add-on for 15 days of talk and text service in the US but it isn’t appearing on my account. I’ve purchased this 3 times previously (every 15 days) and it has worked fine. This transaction didn’t. Koodo Assist was useless on this matter. How can I connect with a person? 

My 18 year old daughter’s currently in Thailand. We were hoping this would be a great trip for, and she needs something great because she’s only now coming out from intense grief for her dad, my husband, who died about a year ago. She dropped her phone in the ocean and it’s lost. She’d kept a voicemail message on her phone from her dad and loved listening to his voice over and over again. Is there any way this message will have been stored with Koodo? I know this is a long shot, but I’m grasping at straws here..

I got accidentally charged today on Stream+ as my trial promo ended yesterday and I did not realize. I already cancelled immediately however the plan just auto ends until next billing cycle. I thought I could get pro-rated like phone plan always, but the callback team said they have no way to issue any refund/credit. He told me to discuss directly with Netflix/Disney+/Prime, they answered as expected only Koodo has my billing info so other parties won’t be able to issue credits.Anyone know what I can do with this??? If I dispute this with the bank credit card, will it work?

Hello Koodo community, Is anyone else having issues signing into their Koodo prepaid self serve account?Every time I have tried to sign in over the past year, I am given a prompt to change my password because of their “security update” but when I enter my password, or newly changed password, there is a popup saying that the “invalid authentication credentials” (GRR! very frustrated with the poor service provided)When asked by Koodo Assist bot to schedule appointment to speak with representative, the representatives failed to call me—twice.  Yesterday, the *611 number was down completely.  Just a clicking sound every time I called it… Very frustrated, incredibly dismayed. Has anyone switched from prepaid to monthly and notice a difference in the ability to sign in? Or is it just more broken code?P.S., if a representative does read this, the email linked to this account that I have posted from and that of my prepaid account are not the same, as I could not sign in with my prepaid account

I had a prepaid service but you guys are charging me every month for the press month you are charging me $67 and I’m telling you guys to cancel my service but you’re still charging

Subject: Complaint and Refund Request – Overcharged invoiceTo: Koodo Customer ServiceAccount Number: ********Dear Koodo,I am writing to express my dissatisfaction with your service and request immediate action on the following issues.Since November last year, my wife and I have been in Hong Kong caring for my elderly mother and not sure when we can go back to Canada. We visit Hong Kong regularly and have always used local prepaid SIM cards upon arrival—HK$75 (approx. C$13) for 365 days of unlimited data and 2,000 local minutes—making Canada’s roaming services uncompetitive and prohibitively expensive.While abroad, we continue paying the C$42.56 monthly fee for our Canadian SIM cards, despite not using them. In February 2026, I was billed C$82.88—an unexplained increase. I contacted Koodo via email and the digital assistant, but neither provided a clear resolution, merely shifting responsibility. I am unwilling to incur long-distance charges to speak with an agent, having already paid m

Hello,we signed my wife up for a Caribbbean 7 day travel pass.  It shows as a service for her phone but with 0$.How do we know it’s active as she’s neen in Mexico for 6 days and we are not being charged astronomical charges for data. (*Btw, the self help data and call usage pages haven’t been working for at least 2 weeks) How do we renew for another 7 days since her plan is expiring after “hopefully” being active for the last 7 days Thank you

Hi all!Looking to have some clarification on this as I’ve had issues with other service providers in the past. I would like to bring two phones to koodo that both have NS (902) numbers. We currently live in Quebec and would like to keep these numbers. Will we be able to port our numbers to koodo even though they have area codes different from the province we live in? We have received varying answers from other telecoms and have been blocked from doing so in the past. Hoping that koodo doesn’t have any issues with it. Thanks!

I'm trying to schedule a callback because my internet is out and none of the troubleshooting is working. The bot is stuck in a loop when I click schedule callback then tech support. It just asks to schedule callback again then I click tech support and it just goes over and over 

I am unable to schedule a callback. The Koodo Assist bot just keeps repeating the same endless loop of prompting me to press the “schedule a callback” option and then asking what it’s for. It won’t actually schedule a callback.  

I just got the email in which the charges show very high for this month, on that regarding, I want to talk to a koodo agent on a phone call but koodo assist is telling me that my number is not matched, so can you please schedule a phone call with any koodo representative?