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J
JustAskingBeginner
asked in Self Serve

Changing sim process

Bought a new phone and a new sim card to go with it.  Used Self Serve to change the sim card number on my account and entered verification code sent to me by email.  Pressed Continue and have not received anything from the website after 30 mins to say activation is complete.  Just 3 circles that imply it’s “working on it” Does the old phone and new phone both need to be on or off to get the change over to occur?

6
D
2 hours ago
R
Robert EmmersonAdvisor
asked in Plans & Add-ons

Data paused? But im on a huge plan!

I'm very confused.I got a text from Koodo on July 15 saying they were rolling over my data and I have 81134MB of data until the next cycle.Today I got a text saying I've  used 100% of my 1024MB plan and my data is paused. What is happening? Self serve is just trying to make me buy an addon.

7
D
3 hours ago
C
ccastilloBeginner
asked in Billing & Payments

Charged for roaming while in Canada

Hello, I was charged roaming when I was in Long Point and/or Turkey Point in Ontario.  I got a message in Long Point indicating I was in the US and turned my phone onto flight mode.  I turned it back on when I got to Turkey Point, so I’m not sure where/when I was charged. How can I request a refund?

5
C
4 hours ago
K
kmacsourisBeginner
asked in Plans & Add-ons

Making calls to Jamaica and the Caribbean

What plan should I be subscribing to to make calls to the Caribbean and Jamaica?

2
K
6 hours ago
M
Melissa902Connector
asked in Purchases & Returns

trying to purchase new phone

I’m trying to buy a new phone and when I get to the last step after putting in my card information it won’t let me push the place order button.  I’ve tried on my phone and my iPad and it does the same thing. I’ve double checked my info and everything is right. 

9
M
6 hours ago
L
LarrymayNew Member
asked in Billing & Payments

Inappropriate long distance charges

I called in to report two long distance calls that were charged to me…..out of New Jersey….by some Robocaller.   The koodoo rep lisended and said it would be reversed.     But it wasn’t.

3
Darius Koodo
8 hours ago
M
Mijeong ShinConnector
asked in Billing & Payments

An unreasonable invoice charge... Where can I find the customer service contact information?

When I signed up with Koodo, I wasn't informed about the Connection Fee. It was charged on my first bill, and the salesperson said it would be waived, but the full amount has already been deducted from my account. Where on earth is the customer service?

10
M
10 hours ago
D
Devon8690Connector
asked in Plans & Add-ons

Cant remove amazon prime addon

Hello, i am trying to remove the amazon prime addon on my account, it just loads for a second then doesnt do anything, very frustrating , i have tried several different devices and browsers but no results

13
C
10 hours ago
A
Ann ten CateBeginner
asked in Billing & Payments

Connected to U.S. tower but not in U.S.

Hi Koodo - I travelled to Galiano Island in BC by ferry from Victoria and accidentally connected to a US carrier while I had EasyRoam enabled.  This was on July 23rd.  I hope you will be able to apply a credit for the $14 on my bill.   The last time this happened (while in a kayak off Vancouver Island)) your agent advised me to leave EasyRoam on  to avoid bigger charges but I don’t think this is the right solution.   Thanks in advance for your assistance.  Ann ten Cate, 250-217-0001

2
D
10 hours ago
B
BradinNewWestNew Member
asked in Billing & Payments

family account changes

My daughter has been on my account but has now moved out of my house and she should manage her own account moving forward.  how can we split her off from our group and initiate her own account with Koodo without losing her current plan or closing her current agreement. 

1
Allan M
11 hours ago
B
BoomshankMember
asked in Plans & Add-ons

"Oops, Something went wrong!"

Any time I try to buy ANYTHING in the self serve, when I try to check out, I get the "whoops" message  I've tried multiple browsers and multiple computers. Same symptoms on all. Help!

4
Darius Koodo
12 hours ago
S
Scott1987Beginner
asked in Purchases & Returns

Unable to finalize purchase

I get through to last step of purchasing a new phone and the “Place Order” button seems to be broken and does not work.I am an existing customer,  Phone and plan and everything selected through website purchase process so not sure whats going on.looking to buy Samsung Galaxy S24 Ultra on Tab Plus with a promotional phone plan offered under it.Seems a few other people are experiencing same issues.

13
S
13 hours ago
C
chaulyBeginner
asked in Tips, Tricks & Troubleshooting

Cancel port request

I’m trying to transfer my phone number to Public Mobile . Public Mobile is helping porting the number but it shows that there is another port request that needs to be cancelled before Public Mobile initiates a new one,I’m speaking to a human with Public that’s telling me I need to have Koodo cancel that failed number port attempt, so they can start a new port.How do I get a human being at Koodo to cancel that failed number port? I already tried to schedule a callback through the automated assistant but failed. Please help.

1
R
15 hours ago
H
Hey_im_kateNew Member
asked in Purchases & Returns

Switching from 2 year plan with another provider

If I have a plan with bell where I am still paying for my phone can I still switch?  I’m currently with Bell on a two year bring your phone back plan. Am I still able to switch or will I need to buy the phone first?

2
O
16 hours ago
B
bojie0207New Member
asked in Purchases & Returns

I want to cancel my current phone line.

I will be returning to China next month, and I need to cancel my current phone line. There are no outstanding charges. Could you please tell me how to proceed with the cancellation as soon as possible? Thank you!

1
D
21 hours ago
R
REDPANBeginner
asked in Tips, Tricks & Troubleshooting

Oneplus Nord N30 5G WiFi Calling Support

Hello all,Just curious to know if anyone else that has this phone managed to get WiFi calling working on it? There is no switch present in the menus and I’m presuming that Koodo likely doesn’t have this model whitelisted on their system as the reason.I tested this out by swapping SIMs from a OnePlus 12R on Telus and was able to enable WiFi calling with the Koodo SIM in the 12R. No WiFi calling with the Nord using the Telus SIM. Not the biggest deal as the phone needed upgrading anyway but wanted to ask and haven’t found anything pertaining to this particular model. VoLTE does work however which got rid of the stupid $3 3G network charge. Thank you in advance!

3
R
21 hours ago
L
LynnMMember
asked in Billing & Payments

Charged roaming between Victoria BC and Port Renfrew BC

Hello, my June bill has EasyRoam charges on June 9th and June 12th for a return trip between Victoria BC and Port Renfrew BC, which I would ask that you please reverse as I never left the country obviously. I previously reported this and Darius asked that I wait until this bill was released, which it has been now.

3
L
23 hours ago
C
Cobalt471Beginner
asked in Other

How can I change my SIM card

My SIM card is damaged so I need to replace it. I’m with Koodo Prepaid already; nothing’s changing except the card. The instructions that I got via FB Messenger (eventually, after waiting days) tell me to:Select the Phone Services tab Select the Change SIM Card tabBut there IS NO phone services tab and I can’t find the option to just change SIM card anywhere, even by searching. I’m linking the page. I’m leaving on a trip tomorrow and it’s really frustrating that my kids won’t be able to easily get hold of me.https://www.koodomobile.com/en/help/prepaid-sim-cards

2
Dinh
23 hours ago
O
Ocin564Connector
asked in Purchases & Returns

Unable to finalize purchase

Good afternoon,I’ve been trying to order a new phone/plan and everything seems to work fine until I get to the page where you enter your credit card information. It doesn’t appear the page loads properly and even though you can enter your details, you’re unable to complete the purchase and just stay stuck on the same page. Sounds like this has happened to multiple people today. I’ve tried with multiple devices and browsers without success.Thanks, 

5
O
1 day ago
R
RegluBeginner
asked in Plans & Add-ons

change plan

For existing Koodo customers? YMMV $30 - 60 GB @ 4G w/ 1 Free PerkWhere I can get that deal

1
Allan M
1 day ago
V
VhhMember
asked in Plans & Add-ons

Cheap calls to Ukraine

A call to Ukraine costs $3.60 per minute.  But if you connect some additional package for $7, then calls will cost $0.19 per minute.  Did I understand correctly?  How to make sure that you connect cheap calls to Ukraine and not to another country?  And $7 per month - how is this month counted - from the 1st to the 31st or the month from the date of service activation?  Thanks for the answer.

6
D
1 day ago
B
BbwaNew Member
asked in Billing & Payments

i was charged for east road but did not leave

I was charged multiple times on my last bill for easy roam when I did not leave Canada. I would like to be reimbursed 

1
Darius Koodo
1 day ago
P
pdomanskyMember
asked in Purchases & Returns

Cannot order a new phone

Hello, please help!  I have tried several times to order a new phone and plan from my computer and when I get to the “Place order” option to click on - nothing happens.  I enter my payment info, and use the same ship to address as on file, and click pay now nothing happens.I have also tried entering an alternate billing address, and it can’t even locate my house address.I have also tried a different computer, different browser, cleared my cookies/cache, tried my phone, and same thing.  I’d really like to order a new phone. Please help!​​​​​​

8
D
1 day ago
Carol Ribchester
Carol RibchesterBeginner
asked in Other

koodo customer service sucks

I have spent two days trying to connect with koodo as i cannot rec calls its like trying to talk to the secret service

1
D
1 day ago
D
D12Beginner
asked in Billing & Payments

List of payments made

Many service platforms allow me to see a list of payments I made in the past for easier reporting for tax, expense, etc. Koodo currently doesn’t have that. Please consider adding this to future updates.

2
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1 day ago

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