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Unanswered questions

111 Topics
C
ChrisOrganizer
asked in Other
Text offer

I  got an offer via text message to switch to Telus for a plan that will work better for me at a good price.  Nowhere in the text does it tell you how to do this.  I have searched my offers andthe koodo website but I cannot find anything.  Anyone know how I would go about this? Thanks. 

384
D
5 hours ago
D
DannyjConnector
asked in Other
i got koodo internet, i can connect to the network but it shows up no internet connection

I got Koodo Internet last week, set everything up, am able to connect to the network but it comes up with no internet connection. I’ve been on the phone with Koodo support daily since last Friday and no one can seem to tell me or get it fixed. I even got a new modem and router the other day and same issue.

8812
Dinh
7 hours ago
M
MissCRedBeginner
asked in Plans & Add-ons
easy roam

Why am I charged $5 monthly for easy roam.

111
Sophia
7 hours ago
S
Sophie chBeginner
asked in Other
What is the amount I paid at the store for?

Hi Koodo, I'm a new customer. I signed up for boxing day plan lately.I went to a koodo store and take a new SIM card. The staff helped me to change it. And I paid about 90 dollars over there. Is it for Sim card?*I already paid connection feeThank you 

281
Georgia Koodo
1 day ago
N
nsechinBeginner
asked in Self Serve
Phone number not changing on iPhone

I changed my phone number through the self-serve tab two days ago. I restarted my phone, but now the new number is appearing on my contact card, but it’s not connected to anything. If I try calling the number, it says that it isn’t connected to anything and that I should check the number. I tried changing the two-factor authentication in my settings to my new number, but when I send a text message code to the new number,  I don’t get any verification codes. On the Koodo website, it says I have the new number, but practically, I’m still only reachable using the old one. How would I go about completing the change in number? Any help is greatly appreciated!

617
Georgia Koodo
1 day ago
B
BassiAdvisor
asked in Purchases & Returns
New phone not delivered

I ordered a new phone on december 31 2024and still it has not delivered. As per the Koodo web tracking site, it says phone will be delivered on Jan 15. Please help me on this .

262
Georgia Koodo
1 day ago
S
SiqiOrganizer
asked in Purchases & Returns
Unreasonable tab charges

I ordered an iPhone 20 days ago, but it has not been shipped yet. I just received a bill. It includes the monthly fee for the iPhone, as well as the more expensive cellular plan that I was forced to upgrade to because of the phone upgrade. Is this reasonable? Does Koo plan to wait until the iPhone 17 is released before shipping it to me? Or does it want to keep charging me for a higher cellular plan but not give me the phone?my order number :HFO****68

838
Darius Koodo
1 day ago
S
smthsvnBeginner
asked in Self Serve
Resetting Self Serve Password- Link never arrives to email

Forgot my password for my self serve account so am trying to reset it. The verification email never arrives in my inbox or junk folder. I have tried on different internet browsers and different devices.I am confident I am entering the correct email because I still can see the original email when I registered for smart serve some time ago.Any help is appreciated.

396
D
1 day ago
S
SREWorkerAdvocate
asked in Billing & Payments
Removal of 'Koodo 3G Price Increase'

I need this charge removed from my bill. I don’t even have a phone that supports 3G now.This was kind of a scummy charge in the first place, and the fact that it isn’t automatically removed when I’ve upgraded my phone, after being placed on the line automatically, is poor form.None of the lines on my account should have the 3G charge; all phones are 5G+ phones now.

5112
Darius Koodo
1 day ago
S
SaumyaDalsaniyaConnector
asked in Billing & Payments
$60 Fee waive

Hey, I changed my carrier from Fido to Koodo, and while changing, I was told to get a 60 dollars fee waiver in the coming next bills. It’s been a few months, and I still didn't get a waiver. I’m looking for any representative to help me solve this problem and get me to use my 60 dollars in coming bills. Thank you!

284
M
1 day ago
C
CindyLLBeginner
asked in Billing & Payments
Overwhelming roaming charge

I recently travelled to the Domincan Republic with my child, he thought that he had turned off data roaming but was mistaken.  We have now been hit with a $600+ bill for for text messages sent.  Is there any way to rectify this?  We were gone for 6 DAYS!!

434
D
1 day ago
A
alysha_CoopBeginner
asked in Billing & Payments
incorrect Roaming Charge - please remove again

Hello Koodo team; please remove the 28$ roaming charge from my bill. This has been an ongoing issue for myself, and, as I see in the chat forums, plenty of other Canadian customers on the west coast. Perhaps the masterminds of Koodo can try to come up with a more lasting solution for the lot of us being continuously hassled by this roaming mishap, since, it appears that the action of switching to “manual mode” as recommended, does not seem to do the trick….   Thanks in advance for the help ~ Alysha

555
D
1 day ago
R
RandomCustomer1234Beginner
asked in Self Serve
Service Cut Off For No Reason

I made a payment that exceeded (by nearly double) the minimum payment required to avoid service interruption on January 16.Reported the payment.Today January 23, Koodo disconnected my service.Paid remaining balance on the account - paid through my bank.Tried to report to Koodo through Self Serve; the system will not allow me to report a payment made.I’ve been on hold over a half hour now. Would be nice to have service to my phone considering I’ve made all payments required and had my phone cut off for no reason I’m aware of. Would also be nice if I didn’t need to waste my working hours solving problems that Koodo is creating in my life.Will likely be switching to a different provider to avoid having my service interrupted without warning in the future.Has anyone else had this problem?

362
M
2 days ago
Rachelle Hein
Rachelle HeinBeginner
asked in Other
help with my deta

I just got notified that I used up all of this deta, how can that be? 

233
O
3 days ago
S
spsealionBeginner
asked in Tips, Tricks & Troubleshooting
Email over Cellular Data

I cannot send emails over cellular data. I have to be on wifi to be able send emails.  Initially I thought it was just a poor signal location, but even when I have four bars it will not send emails.It is a Apple SE2 phone.

324
M
3 days ago
W
wiiolBeginner
asked in Self Serve
Self Serve Verification email never arrives

I signed up for a monthly BYOP Koodo plan last week and my SIM card just arrived now. I went to register for Self Serve through the steps with the Chat Box Bot and can’t get past the request to send a verification email, it keeps stalling out and saying “Waiting on verification...This might take a few seconds.”I’ve tried maybe a dozen times and different browsers.It seems if I can’t get the Self Serve setup, then I can’t move my number over. Meanwhile my first Koodo bill has arrived. And I’m still paying for my old Bell bill!Thanks for any help! 

1259
M
3 days ago
T
TeeroyBeginner
asked in Purchases & Returns
No Sim Card arrived

My SIM card has not arrived, so my phone number is not activated, and setting up an account requires an SMS text? How do I enquire about status of SIM card delivery. 

272
M
3 days ago
R
rickylopezCoach
asked in Other
SIM card not working - SIM

Hello, I am currently traveling Central America & tho I do not need roaming {have not activated it}, I need to receive SMS to log in into some online accounts via SMS verifications. I have tried extracting the SIM card & putting it back in several times after cleaning it, updated the IOS & turn on & off the phone but I still get a “Invalid SIM card”/ “SIM Error” message. There has been a handful of times where a connection to the local signal has been successful but it drops after a short period of time.   I have travelled Central America a couple times before & never had this problem until now.  Please help.   

10212
M
3 days ago
H
HannahelizabethBeginner
asked in Billing & Payments
incorrect easy roam charges

When overviewing my upcoming bill, I’ve been charged $28 in roaming fees. I live near the US border and can confirm we were not physically in the US at that time. Please reverse these charges, thank you!

192
Flo Koodo
3 days ago
A
AntHanBeginner
asked in Self Serve
Ethernet installation

I moved to a house. My previous provider Beanfield, had technician setup Ethernet ports in certain rooms so that there was an option to hardwire devices. Koodo required self-installation so no technician came to the house, I was wondering if Koodo provides the same service as Beanfield and I can ask a technician to come in.My neighbourhood is mostly Bell, so if Koodo insists on self-management of internet, I might switch over despite competitive prices.

422
A
4 days ago
B
BdollevoetConnector
asked in Tips, Tricks & Troubleshooting
can’t connect new apple watch to separate Koodo cell plan

I can’t connect my new Apple Watch SE second generation to a separate cellular plan under my Koodo account. website says this Apple Watch is supported but then indicates my phone Koodo plan doesn’t support a cellular plan. Help?!

919
P
4 days ago
K
KelvinHickersonBeginner
asked in Plans & Add-ons
Can't Change Plans

Trying to change my plan to get more Gigs of data each month, but in Self Serve, when I select the plan I want, the next step just clocks indefinitely.Planning to change providers because this doesn’t seem helpful at all.

282
M
4 days ago
C
cinderBeginner
asked in Tips, Tricks & Troubleshooting
Wifi Connects but Internet Unusable

I'm experiencing intermittent internet connectivity when using a router with my modem. I have tried troubleshooting and cannot solve this. The wifi connects but is unusable, slower than dial up, and unable to resolve most sites. This started suddenly last Friday night and I have had no wifi for 4 days. I have had Koodo internet for 3 months without issues until now. Koodo support says they will send me a new modem and router but no time frame or tracking number has been provided.  Here's the behavior:After restarting the router (or both the modem and router), I can access the internet for a few minutes. Speed tests may complete once, but subsequent tests fail with "network issue" errors. Webpages initially load but then start timing out after a few minutes.This issue occurs with two different routers but does not happen when a single device (e.g., PC) is directly connected to the modem via Ethernet.Troubleshooting Steps Taken:1. Tested with Two Routers:Tried both the ISP-provided route

331
D
4 days ago
B
BlessedBeginner
asked in Purchases & Returns
Phone isnt working

I traded in my phone about 2-3 months ago and I have been getting nothing but trouble with it. It glitches all the time and randomly shuts off. I got it fixed one due to that issue but it keeps happening

394
D
4 days ago
A
abstractBeginner
asked in Purchases & Returns
returning phone

I accidentally dropped my phone so the screen is broken now. Is it still possible to change for a new one since it’s under warranty?

842
D
5 days ago

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