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158 Topics
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Dave DaltonBeginner
asked in Self Serve
Rural Route Adress

The Koodo system will not accept my Rural Route address. I need help getting the system to accept it. The current address in my account is wrong. Adding a street address will not work as my mail goes to a big box on the side of the Hwy 5 km from my home on a rural road. All of my other mail goes to this address and even my old Telus bill went there.

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Dinh
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IanRileyMBeginner
asked in Tips, Tricks & Troubleshooting
Need Help - Texting does not work

I just switched to koodo from fido, data and calling work, texting does not. Koodo has not called within any scheduled time frame to resolve this. Regretting joining.

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pittstormBeginner
asked in Other
Koodo Online Order

I made an online order on March 12th (4 days ago) I haven’t received any type of email but I noticed when I made the order, the email was different then the email associated with my account. There was no way to change the email, it kept taking me to my self serve account where my email was shown correctly. So will the email go to my email on my account or did it go to the unknown email? I don’t know what to do. I can track the order on self serve when I put in that wrong email and my order number and it says it’s under review still.

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Flo Koodo
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aransierraConnector
asked in Purchases & Returns
I need to verify my info but my phone is broken

Hello!! A couple days ago my phone broke, so I decided I would choose a phone plan as I can’t afford a new phone now. Today i received an email stating that I need to schedule a call back with an agent. But I don’t have a phone and can’t do that. I also need the new phone to arrive asap. Any recommendations?

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Dinh
Joe Gordon
Joe GordonBeginner
asked in Billing & Payments
Need Help Requesting a Refund!

I accidentally paid my monthly prepaid bill twice. I didn't think it went through the first time so I click again and it charged me twice. (My bad I know!) Is there any method of triggering a refund for the second payment?

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kmh21Beginner
asked in Self Serve
Phone Number Change

I changed my phone number online through the self serve portal and my account shows the new number, however my phone still shows the old number. It’s been 2 hours since the change went through online and I have restarted my phone 3 times as well as powered it off for 10 minutes and powered back on and my phone is still showing the old number.

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AdrianhozBeginner
asked in Other
Routethis Helps Code??

My home internet is not working properly, my devices can’t connect to the internet. I did the plugging and resetting steps already. The website says to use “Routethis helps” app, I tried but it is asking for a code, and I just don’t know where is that code.

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Flo Koodo
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Ajb2112Beginner
asked in Tips, Tricks & Troubleshooting
internet

Got replacement modem but will not allow me to register to connect it and customer support is not calling back I'm starting to get grumpy

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Flo Koodo
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almut ellinghausAdvocate
asked in Tips, Tricks & Troubleshooting
number did not transfer

Hi, I requested a number transfer last evening at 8pm. I received the message from Bell and confirmed the request shortly after. But I am still waiting for the “Welcome” and my phone does not ring when I call my number. Who do I contact? Thanks

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MDM-DarknessBeginner
asked in Tips, Tricks & Troubleshooting
Phone Not Charging

Hello as the title says i cant charge my phone. it started yesterday, it was fine charging all day until the last time i tried charging it. at first nothing was happening at all no charging notifications or anything, a couple attempts later and i was getting moister in port and it would do that off and on. i use a fast charging block and c to c cord. i attempted switching blocks and cords of different combos but i got a different error, a symbol at the bottom popped up other then moister in port it was a electric bolt and usb cord. that's where I'm stuck now. i really don't want to have to get a new phone i still have like 300 on the tab. any info would be great TIA.

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Dinh
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sasseBeginner
asked in Other
Transferring over new number

Hi, I am following the steps to move my old number over to my new Kodoo account. I have my IMEI number and my account number from my previous phone account. I have entered in both of them (at separate times) and both times the website is telling me “ Make sure to input correct number”. The numbers are the correct numbers, but it’s not letting me use them. Help please????

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Flo Koodo
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LilieBeginner
asked in Other
esim activation abroad and deactivate koodo sim without removing airplane mode

Hi I am currently in Argentina and cant access my sim or esim from the Manage Sim menu of my samsung S24. When I bought this new phone in November 24, I asked the question if It was unlocked and could use anywhere wih Koodo. The answer was yes both for my phone and Koodo. I am now in Argentina and can not activate my Esim because the manage sim menu is greyed out and not accessible. Any one had that problem before?

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dywenConnector
asked in Self Serve
Issue Viewing Bills on Koodo Account

Since November, I have been unable to view my bill. Whenever I try, I am redirected to a page that says, "This service is unavailable right now. Please try again later." I’ve attached a screenshot for reference. I have already attempted to resolve this issue through the Koodo Assist chatbot but haven’t received any response or solution. Does anyone know how to resolve this issue?

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Georgia Koodo
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cjsst35Connector
asked in Billing & Payments
Wrongfully charged for easy roam while cell data turned off, request refund

I was charged for easy roam while I was in the US. On a few of the days during the trip I made use of my phone, but on other days I had cell data turned off precisely to avoid being charged this fee. I logged no calls or text messages (except while using wifi), and this charge was applied to my account incorrectly according to the policy stated on your own help pages.

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Dinh
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heidipiegsaConnector
asked in Other
switching back to Kudo from another carrier

I just recently switched carriers (Koodo to freedom) and now want to come back to Koodo. It looks like my account is not yet deactivated — still shows active online. How can I do this? Will I have to go into a Telus/Koodo store?

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Bo Davie
Bo DavieBeginner
asked in Plans & Add-ons
Reactivating same phone number after 5 months

Hi, I had a phone number and plan with Koodoo but cancelled my plan back in October as I moved back home (overseas). My CRA account is connected to this number and I therefore cannot log in (to do my taxes) because I cannot receive the one time passcode. Is it possible to reactivate my account with the same phone number??? Thanks!

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TanyaS73Beginner
asked in Purchases & Returns
Charged for Amazon channel

Good day, I have a subscription for Stream Netflix/Amazon Prime/Disney plus. Looks like I was charged a trial for amazon channel $11.49?

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zooniniAmbassador
asked in Self Serve
Another prepaid password reset failure :)

Hi there – I don’t know if you prefer we open separate threads for this issue or add to someone else’s, but... I’m yet another Koodo prepaid customer reporting an inability to reset my password following the forced password update. Two days ago, I was getting a message that my password didn’t meet your requirements. (This error was incorrect, as my password did indeed meet all the requirements. I use a random password generator and verified during each of my dozen or so attempts that the requirements were met.) So I gave up and decided to try again another time. Yesterday and today, there is some improvement – I no longer get the error message about not meeting the requirements, but now there’s a new error: We are unable to process your request at the moment Eagerly awaiting a fix for this, along with everyone else :) Step 1 - enter password that meets the requirements (the pw is never accepted by the system, soI’m not sharing anything sensitive here) Step 2 - submit password

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The RyeguyOrganizer
asked in Other
phone number issues

About a week ago I’ve changed my phone number via self serve, everything looked good. But I’ve been told that whenever someone tries to contact me they’ve been going to someone else. What am I suppose to do?

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kiyoaticConnector
asked in Self Serve
Moblie data service temporarily turned off by carrier

Hi, I keep getting notification on my phone stating that I have no mobile data service and that it has been temporarily turned off by carrier. I’ve tried restarting my phone, restarting my network settings, and reinserting my sim card but nothing is working. I’ve also checked my account and I’m completely up to date with my payments and that I haven’t went over my data limit. I have a Samsung Galaxy Note 9 but I’ve never encountered this problem before. Thanks in advance!

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Georgia Koodo
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SvervBeginner
asked in Tips, Tricks & Troubleshooting
internet not working

The last 4 days my internet has been going down in the evening. Sometimes rebooting it works no problem, sometimes I have to reboot it multiple times. The modem and router both look right with their lights and I checked all the cords. I tried to schedule a callback but the Koodo bot just keeps talking in circles and won’t help me. Has anyone else had this happen? What did you do?

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AJTBeginner
asked in Plans & Add-ons
Why am I denied Special Offers?

My wife and I share one account with Koodo mobile with two mobile phones. I pay $35 a month on my plan and she pays $50. We want to change plans but certain offers are not offered to her. On the website when I use my phone number I can see Tab offers that she can’t. And the offers I see are less expensive then the ones she can see. Why can’t my wife get the same offers are I can? She doesn’t want to pay more when she can get a less expensive offer.

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Eric999Beginner
asked in Billing & Payments
I cancelled the service but Kodoo still charged

I have incorrectly been charged following cancellation of my phone plan in August of 2024. I want confirmation that my phone plan has been cancelled.

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S ReaConnector
asked in Tips, Tricks & Troubleshooting
Receiving 2FA texts in outside Canada

Can I still receive 2FA texts from my credit card company while outside Canada if my Koodoo SIM card is turned on but my Data and Roaming features are turned off? I will also have a local e-SIM turned on at the same time. What happens if I leave the Data feature on but Roaming is still off? Which SIM will use the data? Thanks,

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LisaMkBeginner
asked in Other
pinwheel phones

Are pinwheel phone supported? Will my SIM card order include a nano sim?

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