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lsyBeginner
asked in Prepaid
prepaid ac login failed

I am Koodo’s prepaid customer for year, I‘ve try to login my ac, it asked for change password, after new password accepted and changed successfully, tried to login using my new password, got error prompt”logout or clear your cache” message. Have tried many time clear all cache, using difference browser: chrome, firefox, opera, brave, have tried using different desktop, have tried using my mobile, all returned the same ERROR message!Try the chatbot to ask for a call back, but it needs me to login my account first, since I’m unable to login my account, so there is no way to ask for help by schedule a call back, please help. 

121
Darius Koodo
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brooke.brassard
asked in Purchases & Returns
New Phone, Same Plan

I'm trying to purchase a new phone online using self serve, but it won't let me keep my current plan, which is better than the ones they are forcing me to select. And I can't get Customer Service to call me back. How should I proceed?

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JulietibeBeginner
asked in Other
can't make nor recieve local calls

I can't make nor recieve local calls, tired calling customer service, yet is not working .Please can I resolve it 

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KR95Beginner
asked in Billing & Payments
Roaming

I've been charged for roaming but never left Canada, I am working Sarnia for the day.

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GongjuBeginner
asked in Plans & Add-ons
cannot change perk myself

I cannot make changes on my self serve portal for the perks. The page NEVER finished loading. I want to change my free perk to the Data rollover option please make the change to my mobile plan

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JRFSBeginner
asked in Self Serve
account switch

I would like to take my son off my account so he can have his own. Do I have to call in for that or can I do it myself? Should I cancel his line and then set up again under his name (can he keep the same # and sim)?    Thanks!

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HarrietVBeginner
asked in Self Serve
Unlock Koodo phone when IMEI not in database

I gave my friend one of my old phones as she needed one for work. It’s a Samsung Galaxy A5. When she was doing the factory re-set and setting it up with her provider, it says the phone is locked. I’ve only ever used Koodo as my provider, and I only ever purchased my phones from Koodo. I went online to the Koodo Assist to unlock the phone, but it’s saying the IMEI isn’t in their database. Is there anyway to still unlock the phone? Why wouldn’t the IMEI be in their database?

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JoJo Bean
JoJo BeanBeginner
asked in Tips, Tricks & Troubleshooting
i need a PUK code please

i need a PUK code for my phone accidentally entered sim lock code in wrong please help?

162
Darius Koodo
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Danny NgBeginner
posted in Billing & Payments
wrong monthly charges on my billing

wrong monthly charges on my billing 

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MacklinBeginner
asked in Plans & Add-ons
Unable to select a perk

Even though I keep getting the prompt to choose my free perk when I sign in, it gives me an error message every time I try to add roll over data and says try again later. 

265
Darius Koodo
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MelissaShBeginner
asked in Billing & Payments
Roaming fees removes

I was charged roaming fees on my bill without leaving the country. Can I please have them removed? Thank you 

132
Darius Koodo
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ThiBeginner
asked in Billing & Payments
Roaming charges - live close to the border

Hi, Can I have someone look into the roaming charges on my March and April 2025 bills?  I live close to the border (Niagara Falls, ON). 

244
Darius Koodo
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otway terriBeginner
asked in Billing & Payments
iphone 13 sopport

How do I enable cookies. 

41
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DS _CANBeginner
asked in Billing & Payments
Explanation of Roaming Charge

Hello all,I saw this charge came up on one of the lines of my account. The number at the time was indeed roaming but not sure of the charge due to two things:The charge (in red) is $16.00 as per Easy Roam charges but when I expand that particular call, the charge is at $0.00 andThe ‘From’ and ‘To’ numbers are the same which is the phone number of the line on my account. Not sure how this call was registered as being made and received by the same number.Any help or guidance on this will be greatly appreciated. Thanks! 

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aos4Beginner
asked in Tips, Tricks & Troubleshooting
Internet not working

My internet has been down since 3-25-25. New customer, internet activated 3-24-25.  Internet worked for less than a day then speeds dropped to less than 1mbs on a 1GB plan. Can still connect to the network, but no internet is provided. I have talked by phone with 3-4 different reps on the past few days. Apparently a new router is being sent in 3-5 business days. If the router does not solve the problem, then a new modem will be sent in another 3-5 business days. If that doesn’t work, then a technician call will be booked. How is this acceptable? To be without internet for up to 3 week?? Why can’t a technician call be booked immediately? Why can’t the equipment shipment be expedited? I work from home … it would be quicker to cancel my service and go back to my old provider at this rate. 

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jasmin74Beginner
asked in Plans & Add-ons
Does The ASIA14 travel pass carry on if Im staying longer than 14days?

Does ASIA14 Travel pass need to be activated again if im staying in a country for more than 14days or does it keep carrying on?-Or does the Travel Pass expire once my 14days are up then switches to Easy Roam $16 dollars a day ?-Does the Travel Pass use my regular monthly plan when im in a different country? So This includes calling, text and data?

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IbgraphikBeginner
asked in Tips, Tricks & Troubleshooting
LAN light blinking orange on modem

New to Koodo internet.i received and installed the modem and router yesterday.Followed the instructions to the letter. On Cable Internet. I have connection but the WiFi connection isn’t stable.the LAN light is blinking orange. I checked that The coaxial cable was secure and tightened and I have restarted the modem. No progress. up until then, I had no issues with previous internet connection using the same coaxial cable. thank you.IB

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ArensarenasBeginner
posted in Billing & Payments
home innternet

Where can I find the details of my contract and my payment days for the service?

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Allan M
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ltfrombcAdvisor
asked in Tips, Tricks & Troubleshooting
Changed phone plan and now no internet and cannot figure out the problem

First off: Grey haired lady here.I am using a Samsung Galaxy S23+. On Apr 17, I changed my phone plan from 40gb at 4G to 100gb at 5G. Since then I have not had any internet. I checked my Mobile Network and it was set to LTE/WCDMA/GSM (auto connect). I then tried to change it to 5G/WCDMA/GSM (auto connect) and it told me to turn off Power Saving Mode or change its settings to use 5G. I went into the battery and turned off the power saving button. I do not know where to find the settings to change it to use 5G if there is a special setting for that.  For a very short while after I turned off the battery saving button, yesterday and switched it to the 5G network option, I had internet. Fast forward to today and I again have no internet at all. I went in and changed the Mobile Network to try the other options with no success. I tried restarting my phone and no success. I even checked to see if 5G was offered in my area and according to Telus it is. So I am not sure what the problem is or h

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PMMKBeginner
asked in Purchases & Returns
Wireless home phone one time fee

The $135 one time fee for a ndew wireless home phone seems hefty to this monthly mobil user of many years. Can anyone tell me what it covers? Is it ever waived?

473
Allan M
JEL
JELBeginner
asked in Self Serve
koodo password reset rejects every password I try

Hello,    I am a monthly prepaid user and am following the mandatory process for changing my email id and password.   I reach as far as Reset Password but whatever I enter,   it rejects with "The password you entered does not meet the requirements. ".    I have tried 7 different words ,  all meeting the stated requirements.       What can I do?          Or can a Koodo admin reset my password for me?      If so please send the new password to my email *****@hotmail.com or the previous email on record for this account

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JEL
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conorjpd1Beginner
asked in Other
ESIM - Do they send SMS when activating voucher?

Hi everyone, I am currently abroad and I have lost my sim card. I need to access my number for verification processes as it’s connected to my banks. I was going to ask a friend in Canada to go to the Koodo store and purchase an esim voucher. I could then set up an esim with my number and then receive messages again. My worry is that when i’m doing this process, I will have a code sent to my number which i cannot access because i don’t have the sim card. I have access to my self serve account and just really hoping I can get back connected to my number - otherwise, I’ll have to return Canada and cut my travel short. Please advice, I appreciate your help  Best, Conor 

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Dinh
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RGAdvisor
asked in Plans & Add-ons
Switch to yearly plan

Hi, Have a regular monthly BYOD plan, I am trying to switch to a yearly plan but as far as I can see yearly plans are not listed in self serve. At least not in Mobile services → Change my plan. Is it not possible and if not how can I switch to a yearly plan?

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Brian Eso
asked in Plans & Add-ons
Easy Roam Travel Pass

I am travelling in England and have a 30 day easy roam travel pass, but I will likely exceed the data limit on my current plan.  What options are there to avoid paying the pay per use international data fees of $5/MB?Can I change my current plan to one that has more data and will the extra data take effect immediately while I am still travelling, so that I will have more data to use?   The new plans have more data at the same or cheaper pricing so this would be the best option. If not, can I add easy roam international and once the travel pass is used up it will start billing me daily if I use it?  This would still be cheaper than the pay per use charges. Other options?

443
Dinh
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EinesBeginner
asked in Self Serve
My account profile disappeared

After logging in to self serve, every service page says “Hi there, you can link a profile to this account”, but I have been a subscriber for over a year. None of the screens, including billing items has my detail, other than the link your profile message.  it’s as if someone ported all of my numbers out.  is this a glitch? 

2018
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