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I am now 15 days in with no service from koodo internet even though it tells me online that my service is active…. i had a tech come in as well and could not solve it so i got another callback and they said they would send  new equipment…..I was told i would get new equipment on the 9th then the tracking number said the 11th and i had to call and see why i still don't have it as of the 14th and the tracking number said no estimated delivery time and I'm now told it will arrive on the 17th after calling the shipping company i know that the shipping company is more at fault on this part then koodo but you pick the shipping company and don’t supply your technicians you use with spare equipment that is on koodo not to anticipate the technicians needing this.The amount of time im spending on hold with people and call backs is nuts i should be being paid or discounted at at least minimum wage with how much time of mine has been waisted! the communication has been SOOOOO BAD!!!! every time i

I have an easy roam charge on my latest bill when I did not leave the country (I was visiting Victoria, BC). How can I get this charge reversed? Thanks!

Hello! I am a monthly customer. I’m trying to set up an eSim on a new phone, but since a family member and I have linked accounts, I changed it to my email on self-serve. When I did that I was immediately logged out; but neither my email nor the previous email work with the self-serve password, which I never changed. Also, the password and email recovery requests don’t work. And yes, I have checked spam folders and tried logging in on a different browser and in incognito mode.  I do not use a VPN.I can’t request a human rep without logging in either. Help!

I am on my second full billing cycle of having pre-authed payments go through. The first month I received the $10 discount on each line, but no on Dec 1st bill, the discount isn’t being applied, and I’m being charged full price for the plan.

I was charged roaming fees while still in Canada -  please remove them from my bill 

Hello, I have an iPhone 16 and I switched over from Rogers to Koodo a week ago using eSIM. My old phone number appears to have ported over correctly, and people say they see my usual number on their caller ID when I call. But two lines are showing on my phone -- the original line, and the temporary line from Koodo.Also, now when I message my contacts, the conversation will often have green text bubbles on my phone, where they were always blue, right up until I switched to Koodo (even for people who are definitely still using iPhones). As well, when other people receive my messages, they show up as coming from my “icloud” email address, instead of from my phone number, and as a result, people think my messages are spam.Please assist because this is definitely inconvenient.

Recently signed up with koodo as a second line on my wife's account. Price offered 25$, a good deal.  I didnt start on the billing cycle date so I was charged for 16 days of the month. I was charged 20.37$ though for just 16 days out of the month. Even on the koodo website it explains prorated charges and it clearly states an example that if you habe a 60$ plan the you pay 2$ a day in prorated charges. I even called them but they couldn't explain why I wasnt charged according to thier websites description and didnt even help out and adjust it?Im curious how could they have came up with 20.37$ for 16 days on a 25$/month rate?  

I tried logging into Amazon accounting after many months but entered the password wrong too many times.  I was successful at resetting the password but now it’s on “Temporary hold”.  After reaching out to Amazon they said they won’t let me back into the account and I have to create a new account since the account was never used.  How do I go about doing this without losing my Prime/Stream+?  

I have accidental roaming charges in September ( driving near the border but never crossed ) how do I get these removed? 

I’m a Public mobile client and today on my phone I received a text message offer from Public mobile to buy a Koodo internet plan with a promo code for a discount but Koodo reported the promo code as invalid or expired.I will greatly appreciate your advice how to deal with this.

I have requested the cancellation of my home internet in Dec 2024 and I am still being charged to this day.They had told me that they would send me an email with instructions to return the equipment, which I have not received until today.I am, at this very moment, trying to get a hold of anyone on the 1-855-350-1170 number for 53 minutes, and counting, with no success at all.And this is not the first time I try this. I have tried to go through this excrutiating process twice before, unsuccessfully. It is starting to be nuissance. I would like to get refunded for all these months of payment, but simply cancelling it and not getting further charges would be a good improvement.

Hi  everyone,I just finished port in my rogers number to koodo yesterday, everything seems to be working fine so far.However my samsung sim manager still shows the old temp phone number on my eSim, is there a way I can correct this?I have tried to restart/toggle sim/airplane mode, but nothing works so far. Appreciate any help

I have been incorrectly charged for roaming when I’ve been close to the US border or in the US but without roaming turned on. I have followed the advice on the Koodo HELP pages but am still getting charged.I can’t seem to find a Customer Support phone number and the Koodo Assist chat bot can’t help either.

I have been a Koodo customer for many years and have 3 phones on my account. Until recently I have always paid for my monthly Koodo account bill before the due date with a pre-authorized credit card, but starting in October I was encouraged by Koodo to switch my monthly auto pay to a pre-authorized bank payment instead of using a credit card so I proceeded to make the change. My next bill payment after making this change was withdrawn from my bank account on October 28. Since my billing cycle is the same every month I was led to believe that all my subsequent pre-authorized bank payments would be taken from my bank account on or about the 28th of every month, or within 1 or 2 days of this date depending on the month. However, to my surprise the following month’s bank payment was taken by Koodo 7 days sooner on November 21 but was then rejected by my bank as I did not have sufficient funds in my bank account yet on that early date. The bank notified me of this unusual situation and I im

I recently moved back to Koodo as a winback offer from Freedom. I was given a $5/month bill credit for 12 months, and a refer-a-friend $10 bonus per month for 5 months. I received my first bill for Koodo services, and neither credits are showing. Is this just because of how billing cycles work? Will they be added at the next cycle? 

How do I go about getting reimbursed for the activation for my phone when I switched from a pre-paid customer to a monthly customer and one of the deals with this was you were going to wave my activation fee.  I was getting a better deal with pre-paid than I do with monthly but you were also giving me a discount on my Internet if I switched over to you.

Purchased a physical prepaid SIM card a few days ago, but at the last step during online activation some unknown error happened and the transaction did not go through. I later checked my credit card and saw that the transaction was canceled.Issue is that somehow the email i used during account activation was kept in the system and now when i try to activate the SIM it just says email already used and send me to a self-serve registration panel, but since the activation failed and i did not receive a working number, i could never go pass this step. Tried using the Koodo Assist chatbot to arrange a call back but it requires a pre-paid self serve account too. what should i do? do i need to create a new email?

I added a line on my koodoo account for a friend and it was a mistake...how do I cancel this? 

I was billed for EasyRoam while in Victoria, BC. It is a new phone and havent turned off roaming/auto network connection yet (number ending in 7049). The dates of easyroam are November 9 and December 7, 2025. Both days I was located in Victoria, BC. Please remove these from billing. Thanks

My plan includes 50GB of shock proof data.However, I keep getting warnings saying I'm near to 2GB used data, and it shows from 0 to 2 indicating my limit is 2GB.So how does that work? 

RE: Subscriptions. How do I speak to a real person to give them a promise to pay for my account? I changed all my Koodoo things to one card and messed up on the payment date so my card did not have the correct amount to cover it. I have paid my card, however the payment has not hit yet, and I do not want to be shut off. 

Hi, I purchased prepaid plan with automatic top-up option on Nov 5, 2025 for family to use for one month trip in Canada .The automatic top-up reoccurring on Dec 5, 2025. I would like to cancel the automatic top-up as family has left Canada But I am NOT able to do it in self service for following reasons:   1. I have never successfully logged in the self service ( family was using data only because his RedMi 13C cannot receive/send  text or call)  2. AND I am unable  to reset the password following the verification code of email linked to the account because the website denied all my passwords even though I wrote passwords satisfy all the criteria. my question is: can a rep manually help to stop the automatic top-up? 

I have been charged for a few texts on ***10 as roaming charges. These were made on WhatsApp while at my home. The same texts were sent around the same time to the same number but weren’t charged. I need to know how these texts billing that were sent to the same person on WhatsApp using my data works? 

Hi Support Team,For the last couple of weeks, I’ve been experiencing ongoing issues with my home internet connection. The service is very unstable and frequently disconnects for hours at a time.When it is working, the speed is very low, and my upload speed is often down to around 2 Mbps. Overall, the connection is not stable or usable for normal activities.Could you please investigate this issue and check my line and equipment? I’d appreciate it if you could help restore a stable and reliable connection as soon as possible. I did reboot my router several times and it’s the same not fixing the connection issue I’m facing.

I bought a tab on my number and I wasn’t told that there is some sort of tab bonus thing or something.I bought it for $414 and I wanted to change my carrier. So I went to a Koodo representative and asked him regarding it . He told me that you can change it and I was ready to pay the full amount of the phone, which he said I  will receive in the last bill. I was waiting for my last bill but I got the notification one month later and now I see I have been charged a fee and instead of the Tab fee amount, they have charged me a lot more and now the bill turns out to be $847