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Unanswered questions

312 Topics
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Stephane LantinBeginner
asked in Prepaid
Koodo Prepaid Coverage

Hello, currently on ChatR but the LTE signal is much low (1-2 bars on 4) vs Telus/Koodo/PM coverage in my town.my question is:does the prepaid plan has the same coverage as postpaid?  I read the postpaid plan from Koodo does have extended coverage (like Koodo-Ext) Someimes I go to NB, but there are no Telus tower, does prepaid have service in New-Brunswick? When I was on Public Mobile it worked. 

30
S
30 minutes ago
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jimjamsBeginner
asked in Tips, Tricks & Troubleshooting
mms and group chat not working on iphone

Switched from virgin mobile to koodo and i’m unable to send photos from my iphone 12. Phone is updated to the newest update and I reset all network settings, have lots of data, apn is correct etc. Unsure of what it could be? 

193
J
35 minutes ago
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ArlCBeginner
asked in Tips, Tricks & Troubleshooting
Cannot make calls on Zenfone 10

I've been trying to call urgent care for an hour and finally had to go find my old phone to get the call to work.I cannot make any calls. My Zenfone 10 is supposedly not supported by Koodo. I've reset the internet, reset the phone, changed many settings, but it still won't let me call. This seems to be semi-recent since I made a call yesterday. I am a monthly customer. VoLTE is not supported on this phone, but it begs why I can't call using non-VoLTE?If I look at callbacks for Koodo, they wouldn't be until tomorrow and I literally do not have time for it. I either need to be able to call urgent care (my old phone breaks and is barely functional) or I'll need to walk to the hospital.

255
Flo Koodo
56 minutes ago
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GujjuCanuckBeginner
asked in Billing & Payments
Going out of canada for 40 days - just need incoming text

Hi, I will be travelling outside canada for 40 days soon. I have local sim of the travel destination and will use that all the time. I will only need to use my koodo sim for incoming otp texts from banks etc when I need to login to them from time to time.  According to my understanding, when I put in my koodo sim , I need to make sure that mobile data and data roaming are off at that time. I will receive the incoming text and won’t be charged for the same.  Is this assumption correct or would I be charged anything ? Thank you for the help.

71
Flo Koodo
1 hour ago
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NavsekhonBeginner
asked in Other
I got a sim from india and they said to insert it when u reach canada and i gave inserted it and it shows sos only and network coverage is not coming

Sos only is coming

41
Flo Koodo
2 hours ago
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GGBConnector
asked in Billing & Payments
double connection fee

I am new to Koodo just 5 days from now. Customer service helped me to port my sim and I requested for e-sim. Today I received my bill online and  Koodo charged me 2 lines of connection fee of  $70 each total of $140 to the bill. The customer service who helped me said it is free but not free at all instead koodo charged me twice connection service fee. Poor signal as well, always connecting or not connected to the internet. I regret porting to Koodo. Very disappointed.  

416
G
2 hours ago
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Russell_StampsBeginner
asked in Tips, Tricks & Troubleshooting
My call log has strange international calls

Not sure if I am in the right place.Firstly, the Koodo help pages are TERRIBLE - there is NO OPTION (that I can see) to get technical help by phone or with a real agent. Anyway - to my issue.  My phone call log shows that I made an international call to Belgium this morning, and that I am texting that same number right now.  Neither are true, so who do I contact, and how, to get this looked into NOW, not in a few hours with a callback.  IMO, it could be something serious.Thanks.

212
Dinh
3 hours ago
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CCBCBeginner
asked in Billing & Payments
Incorrect billing for roaming charges

Recently traveled to Maui.  Prior to travel I had visited a Koodo kiosk to put my phone on the correct settings so that I wouldn’t incur roaming charges.  Yet, I just got my bill and you’ve charged me for 2 days!I did everything I could to ensure that I wouldn’t get charged and it happened anyway.  Very frustrating!I used my phone extensively for work while I was away and used What’s App for calling.  I don’t understand why I got charged by I would like it reversed.  I’ll pay may correct bill less these charges and would appreciate a credit at your earliest convenience.Kind regards,CCBC 

121
Flo Koodo
20 hours ago
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D.LAdvocate
asked in Plans & Add-ons
New line, ported number. I can send but not receive calls.

My previous carrier tells me it’s an issue with incomplete porting on Koodo’s end. I followed all the instructions and confirmed “yes” to the transfer.Unfortunately can’t contact support. Any way to resolve this here or through email support?

376
Flo Koodo
22 hours ago
Kathleen L
Kathleen LBeginner
asked in Tips, Tricks & Troubleshooting
bell to koodo internet

I’m having trouble getting my new internet going. When I plug it into the coax outlet it never goes online. DS led just keeps flashing. I was with bell before and they used a fibre optic cord that worked, so I’m wondering if the coax outlet in my house doesn’t work and I should get a converter (fibre to coax), does anyone have any advice?

221
Flo Koodo
22 hours ago
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anuserOrganizer
asked in Billing & Payments
Easy Roam

I received a message telling that I’m charged for Easy Roam, when I never enabled it!!! But that’s not even the problem. Even worse, now I went to the website and click on “Add Easy Roam”, assuming that then there would be an option and make it clear that I’m opting out of the service, to minimize the damage. But there’s no opt out!! they claim that I should keep my phone in airplane mode. But then, how am I supposed to receive free SMS for account verification of websites or call a free customer service? I can’t wait to come back to Canada to cancel Koodo. They’ve already increased my price last month without any notice, and I can see that if you’re a new customer they charge you less for the same plan. Now I’ll pay the Easy Roam for all the days they’ll claim, but I swear that this is the last time Koodo screws me over.

357
A
23 hours ago
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Chris10Beginner
asked in Tips, Tricks & Troubleshooting
Smartwatch plans or add-ons for cellular compatible smartwatches

I would like smartwatches with cellular compatibility to operate independently from smartphones, essentially offering standalone plans or add-ons. It's surprising that Koodo, owned by Telus, hasn't shown much interest in providing this option. I'm amazed that Koodo and Telus aren't striving to stay ahead in the market. Particularly since, Virgin Plus a Bell subsidiary, is now offering Smartwatch plans with their proprietary NumberShare system. It's time for Koodo to catch up and offer similar features to remain current.

7777
L
1 day ago
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Nhon25Beginner
asked in Tips, Tricks & Troubleshooting
My Number does not change

I transferred my Rogers phone number to my Koodo account. The transfer is complete successfully but the field ‘My number’ on my iPhone still shows the temporary number provided by Koodo. I tried several times to change the number manually but in vain. It seems only the carrier Koodo can do it.

101
Flo Koodo
1 day ago
Kyeong-bo Ham
Kyeong-bo HamBeginner
asked in Billing & Payments
how to pay my monthly fee

Dear Sirs, I'm currently in Soutth Korea, not Canada, so I can't pay monthly fee now.I can't access Koodo app because I can't roam with my plan that's why I'm not paying the monthly fee.Please kindly check if I can pay in other ways. Account number : 1000000xxxxxxxName : Ham Kyeongbo  Best Regards,Kyeongbo Ham

495
Kyeong-bo Ham
1 day ago
Danl76
Danl76Beginner
asked in Billing & Payments
Koodo trying to charge twice?

I signed up for Koodo, pre-paid the month’s cost… days ago… and today I received an email saying I need to update my CC details so Koodo can take payment. (I lock my CC once I make payments on items.. for this very reason; so that I’m not double charged for things I already paid for). My question is: I paid for the internet on the 15th… so why are they trying to take more money out of my account… and the modem hasn’t even arrived yet.

151
Darius Koodo
1 day ago
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ddd2332Organizer
asked in Purchases & Returns
Cancellation of service during return period

Hi. I applied for a 2-year contract with a Iphone 14 over the phone on 2024-12-02 cyber monday.I got the phone delivered, but I called the Koodo agent through call back on 2024-12-12 and asked for cancellation (given that I have 1 month of return period).The agent told me that I would be getting the email with returning slip and instruction.However, I haven’t gotten it as of today.I called agent few times to make sure I get the email.The agent tells me that I should get the email soon, but it is becoming almost one week.I am just worried that I might not be able to return and cancel the service within the return period, which may lead extra charge. Did anyone have similar issue like me? What should I do? Thank you in advance for your time and help..

9711
D
2 days ago
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Emily FisherOrganizer
asked in Other
Is there a phone number to contact support?

I received a defective phone on Friday, and since Saturday I’ve been trying to get in touch with Koodo. I went into a Kiosk and they gave me a number for Koodo customer service that is no longer in operation.Multiple times a day I’ve been attempting to get a callback, and each time the AI bot thing says they have a higher than normal volume then loops back away from the callback option. When do they not have “higher than normal volume”? Is there a prime time to register for a callback?I’m getting very frustrated that I can’t reach anyone. I will email, chat whatever, doesn’t have to be by phone, but this AI bot thing is not helpful and I need to communicate with a human being.Do I have ANY options here? Are there any stores that I can go to in person to deal with this?

2188
Georgia Koodo
2 days ago
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Michelle 1966Beginner
asked in Billing & Payments
payments

Payments and to re activate my phone 

254
Georgia Koodo
2 days ago
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Beckham7Beginner
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? 

562
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3 days ago
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Will KovacsBeginner
asked in Plans & Add-ons
Is this a scam?

I got a text offering 250 MB more date with no increase in cost to my $15 per month plan.  Is this a scam?

614
W
3 days ago
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aurikkhan12Beginner
asked in Billing & Payments
Contacting koodo internationally

I am currently traveling back to my country and I am gonna return mid January(way past boxing day). Since koodo does not have chat support with live agent, will I incur roaming charges if I schedule a callback from koodo? 

201
Dinh
3 days ago
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DPSBeginner
asked in Billing & Payments
Wrong Add on Billing

I would like to know why am been charged for Tablet when I never paid or collected a tablet at the point pf purchase. Please i need a response.Thanks. 

607
Allan M
3 days ago
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JacobDBeginner
asked in Billing & Payments
US Roaming Charges

I have been incorrectly charged for roaming with my December 2024 bill. This has happened before so I turned roaming off. I did have my network selection set to automatic but since getting my current bill I have changed it to manual with KOODO selected. I did not enter the US this month. I do live near the border. I would like a refund of the roaming fees for this bill.

192
Flo Koodo
4 days ago
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grado2003Connector
asked in Other
NEW to Koodo is extremely SLOW!

Just switched over from Zoomer to Koodo and the speed difference is hard tobelieve Zoomer had speeds 139 up and 19.6 down Koodo has 23.1 and 0.22 down! I will not paid for this service if thats the speed you get from Koodo. Yes i reset mobile network. 

413
G
4 days ago
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Delamorag10Beginner
asked in Tips, Tricks & Troubleshooting
Home Internet Connection

I got my Internet device 2 weeks ago. my activation date was December 9I set up everything properly, including COAX connection. The black modem has: DS flashing green light, US and Online are off. LAN is solid amber. The Wifi6 router has 2 solid green lights and the Internet one is flashing green. I’ve tried restoring and unplugging the devices, nothing works. waiting for the technician to come but it’s been forever so I’m trying  to see if I can resolve the issue myself. 

754
R
4 days ago

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