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307 Topics
A
aachBeginner
asked in Plans & Add-ons
Home internet not 44$

Hello guys, I am trying to get home internet into my home and the price is 44$ for existing costumers since i have been with Koodo for a year now.when i try to buy it at the end the price goes back to 60$it says 60$/monthly then 44$ for existing koodo customers which is my case but i cant buy it   

223
M
13 minutes ago
T
TrelouBeginner
asked in Other
Can't connect to any network overseas

Hi, we're in Australia and both my husband and I cannot connect to a network here with our Koodo SIM cards. We have international voice roaming turned on in our Koodo self-serve  accounts, Easy Roam turned off (just want to send the occasional text at $0.60/SMS). We've tried turning our phones off and on several times and removing Koodo SIM and putting it back in. Still not connecting to a network.

101
Georgia Koodo
18 minutes ago
A
arthurgebelBeginner
asked in Plans & Add-ons
Perks - No free addons available

Hi, I just came back from walmart after joining Koodo, the seller told me I could choose a free perk on the koodo website. When I go to the overview section, I see “Pick you perk includes a free features” and when I click on “Add now”, I see “No free addons available”.I would just like to know if this a bug or if I’m just not allowed to get a free perk?Thank you

103
Georgia Koodo
29 minutes ago
E
esthiBeginner
asked in Billing & Payments
Payment Declined and charged NSF Fee

Hi, I received the following email:There are sufficient funds in my account so I’m not sure what the issue is. I have re-entered my bank account details but I want to be sure the bill will actually be paid now. Do I have to manually pay it? And will the payment be declined again? Also I shouldn’t get an NSF charge when I have sufficient funds in my account.

162
Georgia Koodo
48 minutes ago
B
BulldawgBeginner
asked in Plans & Add-ons
US-Canada Plan Q

The current advertised Canada-US plan $55 shows 85G of data at 4G.  2 questions. 1. Do you get unlimited calling from inside Canada, Canada wide?2. Do I get to use the data in the US as it's not mentioned other than calling and SMS with a warning about using data for MMS data usage?It seems vague and requires clarification.

253
Georgia Koodo
1 hour ago
B
balitadConnector
asked in Plans & Add-ons
Slow mobile internet 4g vs Fido

I recently switched from Fido to Koodo during the Black Friday promotion and chose the $29/20GB plan with 4G speed. However, I’ve noticed that the internet speed is significantly slower compared to what I experienced with Fido. I’ve verified the configuration settings on my phone, and everything appears to be correctly set up. I am using a Samsung S23 Ultra (unlocked). For your reference, I have attached screenshots showing the setup and speed test results. 

314
B
1 hour ago
M
MscBeginner
asked in Billing & Payments
issue withbself serve , saying bill is overdue

I log into my account and it says my payment is past due but it is not and my next bill date is Jan. 16.  It’s up to date payment wise besides the bill for that date. I don’t want to get a suspension but also can’t talk to any reps till tomorrow, which is a joke.  I just want to know if anyone else has experienced this ?

214
M
1 hour ago
R
RJ123Beginner
asked in Other
Cancel my koodo account, how can I change my address?

I cancelled my koodo account 2 week ago,  and my account has the refund. But I check the koodo bill address is not the one I live right now. How can I change my current address as koodo mail me the refund cheque.I have checked the self serve. Since I cancelled my account, there was no 'my profile' to let me change my billing address anymore.

81
M
2 hours ago
B
BurockConnector
asked in Purchases & Returns
defective phone replacement

We got two new lines and two refurbished phones (iPhone 13 Pro Max) from Koodo as part of a black friday campaign. One of the phones was fine, but the other had a small crack at the bottom of the screen. We reported the issue and sent photos. From what I understand, our request was approved, and I received an email saying the replacement phone had been shipped, along with return instructions. However, after three weeks and about 7-8 calls with customer representatives, I still haven’t received the delivery tracking number for the shipped phone. In fact, the last representative told me it hadn’t even been shipped yet, and I should wait. As a result, I’m stuck with the defective phone that Koodo promised to replace. I’m incredibly frustrated by this situation and have never experienced such poor-quality service. I’ll be pursuing this issue further, including reaching out to Telus executives, filing a BBB complaint, and, if necessary, pursuing legal action in court.

659
Darius Koodo
2 hours ago
J
Jessica floresBeginner
asked in Billing & Payments
double charge in a monthly bill, not shown in the account

Hello, last day I paid my phone manually, the first payment appeared as failed, so I tried again.but In my bank account shows 2 charges I contacted my bank, but they said you should be the ones fixing it thank you  

367
Darius Koodo
2 hours ago
W
whiterabbit09Beginner
asked in Billing & Payments
Auto-Pay discount not applying

Hello! two of the lines on my account, when I look at the account overview, states “Additional $5/mo discount when you set up auto pay. See below for screenshots of both lines. However, when I look through my bill I do not see any indication of these discounts being applied. I have had auto-pay set up on my account for years now, and have had these specific plans in place for many months now. Can anyone help if this is a visual bug on the website or if I should be getting this discount?  

193
W
2 hours ago
K
Kai24Coach
asked in Billing & Payments
Out of Canada for some time

Hello, I have traveled out of Canada and will not be returning anytime soon. If I suspend my services will I loose the mobile number? Thank you and appreciate your help very much!

13913
F
3 hours ago
2013-Now
2013-NowBeginner
asked in Plans & Add-ons
problem with perks self serve

Trying to add the one free perk « International SMS » for my phone plan but on the last step, the perks webpage says « no perks selected ». Waited one billing cycle and the free feature does not show on the monthly statement either. Please help, thank you. 

315
Darius Koodo
3 hours ago
Kathy Williams
Kathy WilliamsConnector
asked in Tips, Tricks & Troubleshooting
My new iPhone won't dial out

my new iPhone 16 ProMax had no problems before, but yesterday and today I can't make phone calls.

5510
M
4 hours ago
B
Beckham7Connector
asked in Plans & Add-ons
$29 20GB CAN US

Hello, I spoke to an agent today and had told me that this plan is there for new activations but loyalty department can help me get this plan. After the person transferred the call to loyalty, the call got disconnected. Is there a way for Koodo callback and get me onto this plan? 

914
B
5 hours ago
A
Ahoo99Beginner
asked in Purchases & Returns
I already placed order for a phone and sim Can I still enter referral code

I am new to Koodo. I already placed on line order for a phone and sim. They are on the way now. Can I still enter referral code now, or after I receive them but before starting to use?To elaborate, I did not see a place to enter referral code, like for public mobile. I did see a place for promotion code, so I did enter one . There was no way to enter another code.  what shall I do now? Thanks. 

203
D
5 hours ago
B
balitadConnector
asked in Tips, Tricks & Troubleshooting
Youtube not works when you share mobile internet

When I tether my phone's internet connection to another phone, that phone frequently encounters the message 'YouTube is not available in your region' while trying to use YouTube. This issue occurred when I was with Fido and persists now with Koodo, suggesting a potential restriction imposed by Canadian mobile carriers.Furthermore, I've noticed that when I check 'my IP address' on the tethered phone, it displays a different location than my actual location.This issue does not arise when I'm in the US and use a prepaid SIM card or an eSIM from a different mobile carrier. Also when I was in my home country and shared mobile internet with a local provided worked without problems. This reinforces my belief that it's likely a restriction imposed by Canadian mobile carriers.Is not an issue with YouTube or the configuration of the phone.  

101
D
5 hours ago
A
Alina KozhRockstar
asked in Tips, Tricks & Troubleshooting
Wifi Calling (VoWIFI)

I am new with koodo. I have the same problem:I tried to write in the same thread, but it is already closed and probably no one looks there.Any LTE addons is absent in my account settings.But Volte seems working (calling in lte-only mode).  And i have the checkbox with VoLTE (active for sure)Pixel 7pro.Please, help me.

445
A
5 hours ago
A
Alex.TBeginner
asked in Billing & Payments
Billing Issue

Hello,I am facing an issue with the bill I received, which differs from the terms agreed upon during my initial conversation with your representative.I was told:There would be no transfer fee for switching from another provider. The monthly plan would cost $34 CAD.However, upon receiving the bill, I noticed the following:A transfer fee has been added. The monthly plan cost is listed as $39 CAD instead of the agreed $34 CAD.I do not understand why this bill was issued, as the SIM card is still on its way, and I have not been able to use your services yet.I tried contacting an operator through the call center, but I only receive short, unhelpful responses from the automated system, which does not resolve the issue. This is starting to feel like a scam, and I am seriously considering canceling your services.I kindly ask for your assistance in resolving this matter.

353
M
7 hours ago
M
Mcc006Beginner
asked in Billing & Payments
Charged 3x for Stream+

I switched to Koodo on Nov 26th. I also set up my Stream+ account that same day.  The person on the mobile klinik kiosk tried to set it up for me but was unable to. I called customer service they helped me with a new account which had another problem and was escalated to technical support which solved the problem and was successful. In the end, I was charged $11.30 3x that same day. I was assured throughout that I will be credited back the charges for the failed attempts. They said while on the call that they have initiated the refund process. The charges were posted on Nov 27th and I was never credited back. Who can I contact to resolve this? 

223
Darius Koodo
7 hours ago
B
balitadConnector
asked in Billing & Payments
Missing $5 pre authorized payment discount HELP

Dear Koodo, I recently moved three lines from Fido to Koodo through an online sales advisor during the Black Friday promotion for the $29/20GB plan. Upon activating the lines, I immediately set up the $5 prepayment discount for each line. However, when I reviewed my invoice, I noticed the $5 discount per line was not applied. I contacted the online sales advisor, who assured me the issue would be resolved once the first prepayment was processed. Unfortunately, after reviewing my account today, the $5 discounts still have not been applied to any of the lines. I am extremely disappointed with this experience as I trusted Koodo and the advisor’s assurance. If this issue is not resolved promptly, I will consider returning to Fido, which has already reached out with a retention offer. Please provide an explanation and resolve this issue immediately. Thank you,    

918
B
7 hours ago
F
flyingpobConnector
asked in Billing & Payments
How do i get a refund for a double charge/my account to reflect that my balance owing has been paid?

Currently on the phone with koodo for the 4th time, on dec 14th i was double charged, dec 18th i called to explain and get my money back. nope. call your bank, bank says because they recognize the double charge they wont dispute it and koodo can just cancel the payment. Well it says they have no payment from me. Dec 18th after i called i get an email acknowledging i paid a completely different amount. Which isnt true.  How do i get my money back and my account to reflect the bill has been paid? Customer care is just as confused as me

595
F
8 hours ago
K
kamonyBeginner
asked in Other
Can I swap the SIM card from my koodo wireless home phone to a cell phone on a koodo plan?

We have a koodo wireless home phone line, but have recently added a new koodo cell phone to our account. Can I swap the wireless home phone sim card to the new cell phone to keep that number?

142
Darius Koodo
8 hours ago
C
chrisychOrganizer
asked in Billing & Payments
No $5 Discount After Pre-Authorized Payment Setup – Need Help

The system does not provide a $5 reduction after setting up the pre-authorized payment.Can anyone tell me how to resolve this issue?Thank you.

252
Darius Koodo
9 hours ago
G
Gs_wanderBeginner
asked in Tips, Tricks & Troubleshooting
SIM transfer

I bought a new phone, while Activating it, It asked me to transfer sim from old phone to this phone, Which I did. Now, I have an e-sim in the new phone. But, I want to Use my old phone to make calls which has Physical sim in it. Please help me with this. How can I bring back my sim network to the old phone.thanks 

222
Darius Koodo
9 hours ago

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