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Unanswered questions

2824 Topics
C
chi12Beginner
asked in Billing & Payments
$15 for rate plan change

Dear Koodo,I hope this message finds you well. I recently upgraded my Koodo plan from $34/30 to $35/50. Since I couldn’t do it online, so I called your hotline. While I appreciate the enhanced features, I was surprised to see a $15 charge for the rate plan change on my recent bill.I wasn't aware of this fee when I requested the plan change, and had I known, I might have reconsidered. It is a very unreasonable charge. I kindly request that Koodo improve the communication of fees, ensuring that customers are well-informed before making decisions that may impact their bills.  The lack of transparency has left me feeling frustrated and dissatisfied.  It is a very bad experience.Thank you for your attention to this matter.

1652
Mayumi
10 months ago
C
cvansiaBeginner
asked in Billing & Payments
Additional charges on my bill

I have been charged additional charges on my bill for messaging. As far as I know , I have not done any US texts. I wish to know what those numbers were

572
D
10 months ago
J
Jucasch1982Connector
asked in Plans & Add-ons
Looking for cheaper plan

Hi there, I’m searching for more affordable plan than the current one I'm on.. Thanks,Jucasch1982

15615
G
10 months ago
A
AFifieldBeginner
asked in Billing & Payments
bill price

Our last few bills, the price has changed.. it was always $163.30 every month, then we got one for 166.06 and 165.60 and then 165.30.. not sure what’s changing suddenly 

731
D
10 months ago
T
taylorbvBeginner
asked in Billing & Payments
Incorrect Data Charge on Bill

I recently switched to Koodo and on my first bill there is a charge for $13 for data. I have 50GB of data and there is no way I would have gone over. Is there a way to reverse this  charge?

1134
T
10 months ago
C
Chrism189Organizer
asked in Tips, Tricks & Troubleshooting
Reception issue

Hello I'm a new Koodo customer coming from Public mobile.  As to what I was told Koodo and Public mobile share the same towers. Can some share some insight as to why my Koodo reception is a lot worse than it was on Public mobile?I reset the cellular settings on my phone and made sure I'm on the Koodo APN.This is on the same phone at the same location. Sometimes my signal fluctuates all the way to 1 bar . Thanks. 

1935
G
10 months ago
O
OwlConnector
asked in Billing & Payments
Airtime charges on collect call

What are the airtime charges when I make a collect call to Canada from overseas?There is nowhere on the website where I can find such info and I only found out I was charged after receiving the latest bill.

2903
D
10 months ago
W
William RowanOrganizer
asked in Tips, Tricks & Troubleshooting
Phone number transfer failed, cannot receive callback

The automated system tells me I can only get a call back but phone cannot receive calls or sms and cannot send sms either. Followed all instructions but page now says my moved number but cannot accept callback as phone cannot receive calls. 

582
Flo Koodo
10 months ago
M
mfitMember
asked in Plans & Add-ons
International Calling

How can I activate international calling? The pay per use international calling is in my self service tab, but I still can not make calls.

1043
Flo Koodo
10 months ago
D
Danishbukhari1Beginner
asked in Billing & Payments
will there be any bill after cancelation?

Hi there, I am not using my Sim card for three months as I am not in Canada but still there's a huge bill of 1111$ (including my plan and tab bonus) how can I stop my all services and pause the late fee submitting charges as I can't pay the bill until I arrived to Canada. Or I don't need to do it as my account is canceled due to not submitting the fee?Still there be charges for late submission how can I get rid of them as I am not in Canada?

881
Mayumi
10 months ago
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Gwiseon LeeNew Member
asked in Billing & Payments
I want to close my account

Last December 23th, 2023 I called Koodo to close(cancle) my account. Because I was planning to leave Canada. I closed my account with the employee through the call. When I asked if there is any additional cost that I have to pay for the rest of the day, she said that I only need to pay for the additional 3 days. She said that the cost was $7 and when I went to the website, It was charged $15.68. I don't know why it changed, but I paid $15.68.After that, when I logged in to check if my account was canceled, I saw that $31.36 was charged for the January charge. I am not living in Canada right now, so it is difficult to make a call.  When Koodo staff see this article, please check this again and close my account. Thank you.

2571
Mayumi
10 months ago
N
nantuBeginner
asked in Purchases & Returns
How to activate new postpaid phone?

I was already an existing koodo customer, and I upgraded my phone. It came with a sim card, but I don’t know how to activate it. Calls still go to my old phone. What do I do?

941
Mayumi
10 months ago
S
ShanniebabieBeginner
asked in Tips, Tricks & Troubleshooting
Voicemail Issues

HELP!  My phone is my business phone and I haven’t made any changes to voicemail in quite some time.Just this week, callers have been telling me they are getting the “canned”/default provider voicemail INSTEAD of my original personalized greeting.When I call into voicemail, it says my personalized greeting IS the selected greeting.Why is this happening all of the sudden?

1992
P
10 months ago
P
Pete MConnector
asked in Plans & Add-ons
What countries are included in the "1000 Intl LD min Bonus V2" add-on?

I presently have a free add-on “1000 Intl LD min Bonus V2”, but I’ve forgotten the details and cannot find them anywhere on the site.What countries are included in this add-on?  Does the list change from time to time, or is my list of countries ‘locked in’?If I change to a different monthly plan, can I transfer this add-on as-is?My current plan also specifies “ Unlimited international messaging (text & picture) “.  What is the difference from the perk called “ Unlimited International SMS (from Canada) “?

73410
G
10 months ago
CdnRose
CdnRoseConnector
asked in Tips, Tricks & Troubleshooting
Galaxy A54, phone calls suddenly not working

Last week I suddenly stopped being able to answer and make phone calls. I would pick up a call and there was just dead air. I use earbuds with an adapter and I assumed that was the problem. But even with the new adapter, it’s not working.I’ve been experimenting with calls over WiFi (which for me is preferred since I am in a rural area) and not on WiFi, and trying to make and send calls with and without the earbuds and it seems to be extremely hit or miss (mostly miss!) as to whether or not I can made and receive calls.I made sure all the updates on my phone are up to date and I’m running out of ideas of what might be going on. I need my phone for work- help?

1476
G
10 months ago
T
tveenstraBeginner
asked in Tips, Tricks & Troubleshooting
Change wrong caller id

We added a line for my daughter. When asked if we would like her name to show up for caller ID I selected yes. Unfortunately, they got it wrong. My name shows up instead of hers. Since there is no customer service does anyone know how I can turn this off?  PS I hope it's not going into the physical location. Ours is calling us repeatedly to try to get us to choose a more expensive plan. 

992
G
10 months ago
R
RasfriplenBeginner
asked in Other
Wrongly account cancellation

HelloI have 3 lines (mine, my wife’s and my daughter’s). Last Saturday I scheduled a callback for this morning at 9:00 am to cancel my daughter’s account who lost her phone. the lady clearly said that that to make sure which number to be cancelled and not to cancel another number she repeatewd the number *** *** *206 immediately afterwords the conversation was cut off and later i found out all the three lines were cancelled.! Is this a joke or what.  Whast is going on.  I explained why I wanted to cancel that line and she understood so I thought. Update: The phone is found so please restore  my daughter’s phone as well as the other two *** *** *49 and *** *** *560. Hope to hear from you soon.Regardas Raffi 

1506
D
10 months ago
1
1954KBCHBeginner
asked in Plans & Add-ons
new year new number

I have been plagued with nuisance calls from unsavory associates. I want a new private phone number to proceed into the new year. I've tried to find the link on  on you web page to no avail.  It is getting frustrating to even access Self Serve. Your system keeps circling back to a previous page each time I try to access services. I am even having difficulty try to set up a call back. The system again does a complete cycle back to a previous step or page.

1195
D
10 months ago
B
billzebubConnector
asked in Billing & Payments
billing issue

My unlimited long distance issue with the perks was resolved last month but my new bill I am still  being charged 48.80 for Dec 11,2023. It must have been missed when the issue was fixed. Also, when applying perks, there is still issues applying them. I couldn't change my one number to the cheaper 50$ plan because I was afraid the same thing was going to happen again.

821
Flo Koodo
10 months ago
M
MTORUNBeginner
asked in Purchases & Returns
I still didn't get my referral

It looks like there is no live chat so I better ask here hoping someone from Koodo will respond. I’ve bought a plan on 27 th November at Walmart and the guy said If i have a referral code/link I can get a discount for $5 for 5 months  and after the activation follow the prompts on the link which i have and when i clicked on the referral link it said i will receive a confirmation email but still didn’t receive anything. Hoping someone will say why. Thanks

1045
Flo Koodo
10 months ago
C
cjoyBeginner
asked in Self Serve
Data On/Off

Hi all; I currently have 3 phones on my account and one belongs to my teenage daughter.  I am wondering if there is a way to turn her data on/off without using HER phone?  My other daughter has her account with Telus - sister company, and there is a toggle switch under USAGE that allows me to turn off her Data when she is being a Tazmanian teen….not looking for when the data is getting close to being used up, but rather as parental control :)   I tried calling Koodo, and I just keep getting told how to put warnings etc on for data usage, or how to turn it off using HER phone.

2581
Flo Koodo
10 months ago
A
Alyssa926Beginner
asked in Tips, Tricks & Troubleshooting
Text messaging without data

I purchased a plan for my son’s phone that included unlimited calls and texts with no data. He is able to send text messages when connected to WiFi but when he is out and not on WiFi he is unable to send text messages or receive text messages. The employee that sold me the plan told me that he would be able to send and receive messages without data or WiFi. How do I fix this? Also how do I contact an actual person that works at Koodo?

4095
Boa_Guy Koodo
10 months ago
A
arobillardBeginner
asked in Tips, Tricks & Troubleshooting
Voicemail setup

Hi,I recently joined Koodo and am trying to set up my voicemail. When I call it asks me for a mailbox number - which I don’t think I have because nothing is set up yet. I’ve tried my own phone number but that doesn’t work either.I should mention that we did port our numbers from our last provider, if that makes any difference.Thank you!

16334
M
10 months ago
S
sburbanjungleBeginner
asked in Other
Daily calls from number claiming to be Telus - spam or real?

I have been getting repeated calls (around twice a day on business days) from the number 1-888-338-1487. I usually don’t pick up, but when I do it either hangs up or on the one time I made it in time they asked for my father who is no longer the owner of my account.I had called back and it said it was Telus and brought me through the automatic menu and I eventually told the customer service person that picked up that I would like to be taken off their call list.However, I still get calls from them. I don’t want to block a real Telus/Koodo number in case they need to reach me but I don’t know if this is a legitimate number they use.

37755
D
10 months ago
J
JasongBeginner
asked in Tips, Tricks & Troubleshooting
wificalling does not working on samsung A14 device???

please make sure why not support wificalling function to samsung A14 4G device?please help~~~~~~

431
Dinh
10 months ago

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