Koodo Community
Community

Unanswered questions

3092 Topics

F
Fred GreidanusAdvocate
asked in Other

Bad cellular reception within Koodo coverage area .

I visit a cottage in North Sauble Beach and despite being within the Koodo coverage area cell reception is extremely slow and frustrating.  This has been an ongoing, issue, many years. Who do I complain to ?

4
BobTheElectrician
8 months ago
D
DoubleCHBeginner
asked in Billing & Payments

I was charged EasyRoam with SIM card disabled

EDIT: Resolved.I was in the US Jul 22 and 23 with a US eSIM so I disabled Koodo SIM card, yet I was charged EasyRoam on Jul 22 but not Jul 23. My self-serve page shows no min or txt but on both days some random data usage, which should not have occurred with my Koodo SIM card disabled. If those data usage on both days was valid, why did I get charged EasyRoam on 22 not 23? It must be an error in the system. Also, the data usage is very suspicious because they are identical on both days. I arranged a callback as soon as I found out but the rep said couldn’t do anything until it’s on the bill. I’ve just booked another callback but just want to ask around while waiting.Chris 

4
D
8 months ago
A
all4chidrenBeginner
asked in Purchases & Returns

How to access customer care? (Is this normal for Koodo?)

We had an excellent family plan with another company for as far back as I can remember. Koodo offered us new (refurbished) ‘iPhone 12XR Pro 256GB’ phones with comparable plans to our old ones, so I signed up and brought over two of my grown kids as well, with the same offer. We are very unhappy with the phones. To say these phones are “refurbished” is false advertising. They absolutely are not refurbished. They are just plain “used”, and there’s a reason people got rid of them. Mine has an 87% max battery life and the speaker is sometimes crackly. The main reason I switched to a new phone is because my old phones battery was going, so this is very disappointing. My daughters phone shows red notifications; “Unable to determine if your iPhone battery is a genuine Apple part”, and “Unable to determine if your iPhone display is a genuine Apple part”, and her phone is constantly and randomly crashing with a white screen, as well as dropping calls, and the battery is not good. My sons phone

4
A
8 months ago
Nathalie Roy
Nathalie RoyBeginner
asked in Billing & Payments

Prepaid account suspended? Wheb I have 125$ available in balance

Hi guys, my prepaid suppose to renews today (14th) but now it says suspended!! I have 125$ in my credit balance. Of course chat with them is useless so I am at lost!This is my first time with koodoo and since I don’t have a credit card, I bought vouchers and add 125$ to my account (which is showing in my balance), that is what I was told to do. So now apparently I am out of 125?? Why don’t they use my balance? They say suspended and need to pay to reactivate.thanks for your time

4
L
8 months ago
shauna0518
shauna0518Connector
asked in Plans & Add-ons

how many phone lines can be added to one account

I am Just wondering how many lines can be added to my account ? I have 5 right now and wanted to add one for my elderly mother but it is saying online i can not  add anymore lines 

8
BobTheElectrician
8 months ago
Rob22
Rob22Beginner
asked in Plans & Add-ons

European phone - activate onto Koodo

I have someone coming from Europe with an iphone 14I want to get them a prepaid Koodo account and a Canadian phone number.I cannot figure out how to do it  online.  Is it possible  ?Thank You, Rob

4
D
8 months ago
C
ChrisHrycBeginner
asked in Billing & Payments

Tab balance 0 but bill is the same

My tab is paid off as of last month, its shows 0 in the balance section but my bill is still being charged for it. Do i pay the bill as is and get a credit on the next months bill or pay the bill minus the tab? please help the bill is due on the 17th. Thanks

5
Dinh
8 months ago
S
sdjBeginner
asked in Tips, Tricks & Troubleshooting

eSIM problem - "Can't disable carrier"

Hi, I have a Pixel 6 with 3 eSIMs: 2 unused, and 1 for Koodo (main carrier).  I decided to buy an extra eSIM for an upcoming trip on Airalo, and when I attempted to download it the process failed.  I rebooted the phone to see if it'd make any difference, but when it came back I did not have any mobile service anymore: the Koodo eSIM had been disabled.When I try to reenable it, I see the message "Can't disable carrier - Something went wrong and your carrier could not be disabled".I then thought that the problem might be with the other 2 unused eSIMs.  When I try to erase them from the device, I get a generic error saying that it was impossible to do so.I've already tried:Rebooting the device many times, including in Safe Mode Resetting the network/mobile Erasing all downloaded eSIMs (I get the same generic error) Talking to Google via chat/phoneI found a few references online saying that Pixel phones can only store 3 eSIMs max., but I could not find anyone experience the exact same prob

3
Dinh
8 months ago
J
JacolbBeginner
asked in Plans & Add-ons

want to add call control

I can't add call control! Can someone from Koodo please add it to my account?

4
Flo Koodo
8 months ago
A
AkkkkkkkBeginner
asked in Plans & Add-ons

Switching plans

I tried several times last night to switch for my $55 / mo plan to the 50$ trying to save a bit- with no luck I keep getting the page with melted ice cream cone saying try again later like below-….so I try tonight to change plan and the price has now  increased to 55$…….seems fishy….can Koodo not honour that 50$ plan for me somehow/ someway?? 

4
Flo Koodo
8 months ago
G
GuylameBeginner
asked in Plans & Add-ons

Whitelist number for vowifi

Hi,I would like to get access to vowifi functionality (device sadly not supported, even though this was the sole reason for switching from Public Mobile). How does one go about getting their IMEI whitelisted?Thanks!

2
G
8 months ago
H
Henry2023Beginner
asked in Plans & Add-ons

Full access to data or is it prorated?

Hi, I switched over to Koodo from Rogers last night and I was told that I won’t access the full data (40GB) until the next billing cycle starts and instead the data gets prorated for the remaining days of the current cycle. However my account make it looks like I have 40GB now already.        1. Is this just a glitch in the system?Also,How is it that my account says “3 days left” when it is Aug 11th today? Isn’t today counted? Isn’t it Aug 11, 12, 13, 14 = 4 days left?  Thank you in advance.

4
H
8 months ago
K
kavadiBeginner
asked in Billing & Payments

Charged for easy roam 2 months in a row - need refund

I was charged for easy roaming 2 months in a row, so $48 each month,  when I haven’t left the country since June. Can someone refund me please? Thanks

2
Flo Koodo
8 months ago
S
StewartSGBeginner
asked in Self Serve

Updating billing address isn't working

I’ve tried updating my billing address using self serve but it doesn’t seem to be saving. I can find the new address with Canada Post but saving it doesn’t seem to update my billing address. Any way to fix this without calling?

4
S
8 months ago
M
M.MacDBeginner
asked in Billing & Payments

Charged for Easy Roam but never left Canada--need a refund

Although I didn’t leave my hometown in southern Ontario, I received a message from Koodo yesterday that said “Welcome to USA!” and indicated that Easy Roam had been activated. How do I go about getting a refund?

3
D
8 months ago
M
ManuelBPBeginner
asked in Plans & Add-ons

Why won't my promo code work?

Hi, I’m a prepaid customer and I recieved an offer by SMS with a promo code to get a postpaid deal for 12GB at 30$ a month.Unfortunately when I try to buy a plan following instructions given in the SMS, I get an error message saying that the promo code is not eligible with the item in my cart.I’ve tried on two different devices (my computer and my cell phone)The offer is still valid as per the SMS I recieved from Koodo.What can I do?Regards,Manuel

4
Flo Koodo
8 months ago
E
Elena TracyBeginner
asked in Plans & Add-ons

Downgrading to basic

I am leaving the country for several months and would like to reduce my plan to bare minimum , just to keep the number and receive text messages. This option is not available on Self Serve. Please advise.

2
D
8 months ago
T
textsinfrenchforsomereasonBeginner
asked in Self Serve

Koodo Is Messaging Me In French

I’m a Koodo prepaid customer. Ever since I signed up, Koodo’s automatic text messages to me are sent in French, and only in French. My voicemail also defaults to French, and I have to manually change it back to English sometimes if it gets reset.The Koodo website is in English, and emails from Koodo are in English. I can’t find any setting where French is specified, or any help article about the default language for text messages. I suspect something might be wrong on Koodo’s side, but I don’t know how to check. Has anyone experienced this, or does anyone know how to fix it?

3
T
8 months ago
C
Cecilia987Beginner
asked in Billing & Payments

Adds on billing when it's cancelled

I add one adds on last month and cancelled it earlier this month. When I got the bill I have to pay month for the adds on this month fully. Would part of the money be returned next month?

13
B
8 months ago
B
Brockono12Beginner
asked in Self Serve

transferring sim cards

ive lost my phone not too long ago, and i am about to buy a phone off my friend and i have a sim card ready but when i try to change the sim card number, it would tell me to either get a verification code from email or phone number, i picked email because i cant really get the code through phone number since i lost my phone, so i picked the send to email and ive been waiting for an hour now still no email, what should i do

3
D
8 months ago
P
ponic3Beginner
asked in Plans & Add-ons

Easy Roam and Calling in another country

Greetings, I have a question regarding easy roam that the website is not completely clear on. If I have a plan that gives unlimited calls within Canada, unlimited texting, and I have added Easy Roam prior to leaving. When I arrive in the USA will I be able to call friends on their American phone numbers or will I be charged long distance? Does this also extend to text messages?

1
G
8 months ago
S
Sushmita_TariqConnector
asked in Billing & Payments

Why was i charged an overcharge this month?

I was overcharged for minutes in Canada when I have unlimited cdn minutes on my plan? Why do i have to play almost $150 CAD this month!? That’s insane. 

8
D
8 months ago
M
MmazloumBeginner
asked in Other

cancel my account

I want to cancel my koodo account. How do I do that  

3
D
8 months ago
Alysha Pacheco
Alysha PachecoBeginner
asked in Billing & Payments

how do I ensure I was charged easy roam and not roaming fees when I was in the US

Hey! I got a text saying I was charged roaming fees when I retuned to Canada from the US. But I should have easy Roam activated for the US. Please confirm, I want to ensure I was not incorrectly charged for the day I used my phone! 

3
D
8 months ago
D
DdmBeginner
asked in Other

SMS/MMS Voicemail from Unknown numbers

I have gotten 3 sms/mms file voicemail from unknown numbers from Ontario.Is this a scam or a virus/malware?

2
R
8 months ago

Leaderboard

Terms & Conditions
Koodo Community