Skip to main content
Koodo Community
Community

Unanswered questions

2810 Topics
W
winyeongBeginner
asked in Billing & Payments
Autopayment not processed

This is my bill detail.  I'm waiting for the automatic transfer.I set up the automatic transfer on October 28. When will it go through?It must be processed through an automatic transfer due to a bank promotion.When will the funds be withdrawn? Balance: $68.93To be automatically paid 10-15 days before end of current bill cycle.Due by: Nov 20, 2024 Pre-authorized payments enabled 

181
Flo Koodo
11 days ago
J
jeffouelletBeginner
asked in Self Serve
Unable to cancel my home internet subscription

Hi all,When trying to cancel my home internet subscription, the webpage gets caught in a loop and keeps asking me the same question over every time I confirm that I want to cancel my subscription. I did follow the advice of the chat function to clear my cache and restart my browser,  and I did try with both Chrome and Microsoft Edge on two different computers and on my cell phone with the exact same result. Can someone help me resolve this issue? Apparently, the service can only be cancelled online.

363
Flo Koodo
11 days ago
Y
YalcinosConnector
asked in Tips, Tricks & Troubleshooting
Iphone 16 pro slow internet on cellular data

I am using Koodo since August 2024. Coming from Telus. I had Iphone 14 pro and the internet speed was really good and there were no problem. Recently I got a phone plan from Koodo and purchased Iphone 16 pro and my internet speed always slow even the cellular shows 4-5 bar. The contents are looading slowly. Plus, I live in heart of downtown Vancouver,BC.  Is there any recent issue with new iphones anthenna? Or is it something related with Koodo? If there is no issue with iphones, i will likely cancel and return the phone and join Telus or Rogers

737
Dinh
11 days ago
G
Greenmow96Beginner
asked in Billing & Payments
de activation of stream plus

I received a notice that my stream+ was not paid and it has been de activated.   I paid my bill on nov 4

121
Flo Koodo
11 days ago
M
MelanieBeginner
asked in Billing & Payments
Recieved a Text that say welcome to the US, but i wasnt in the US.

Recieved a text from Koodo saying welcome to the USA, when I haven't even left Canada, and haven't traveled to the US. And that easy Roam will be used for $14 a day.  How do I rectify this because I know it will be on my next bill.

141
Flo Koodo
11 days ago
C
Chuk563Beginner
asked in Billing & Payments
Why did my base bill per line increase from 50$ to 53$ without notice?

I looked at related requests and discovered that if I look at the last page of my bill before the rate increase I would most likely find a small note stating an increase that I did not agree to. I assume by paying the bill I’ve provided consent to the increase.  See the note on pg 22 of my bill above.I switched due to the cost and what I was told was good service. I was aware of the terrible customer service however I wasn’t aware of this practice. I’m well aware I should review my bills and in most cases I do.I’m not sure how you can simply increase the rate at which your providing a service without informing your customers by email, text, etc.This practice is a clear cash grab that I’m sure not everyone becomes aware of until they’ve already paid the bill. This is a disgusting and unethical practice that should not be allowed. Your increase in profits will be short term as I will be telling everyone to avoid this company forever shame on you.I’ll be switching companies at my earliest

391
Allan M
11 days ago
P
Patricia GallantAmbassador
asked in Plans & Add-ons
how do i log into the amazon app with stream

since i activated the amazon stream i cant login into the app. how do i either:1) log into the app without having to do scans or codes each time, 2) disconnect amazon prime from this service and recover my old account

224
Allan M
11 days ago
J
JKGBeginner
asked in Plans & Add-ons
Removing Data from Plan

I have been given a phone for work which has Data on it Our IT department was able to use my SIM so I can keep my phone # but I no longer need to have data on my plan, the company will be paying for data going forward.  I will only need to keep my phone chargesPlease let me know how to change my plan to remove data 

353
Flo Koodo
11 days ago
B
Bob DunneBeginner
asked in Other
going threw panama canal on cruise ship roaming

Hi im doing a cruise going threw the panama canal . I have a full day and night in panama before going threw the locks on day 2. I will use my roaming plan when  in panama of the ship  but when im on the ship docked at warf and also going threw the canal locks the next day will i be able to still use my roaming plan to connect to land towers instead of ships service since im not at sea. How can i be sure i wont connect threw the ships tower? Thanks

241
M
11 days ago
D
Dean BartlettBeginner
asked in Plans & Add-ons
2 cell phones/One data plan

Can my spouse and I both have cell phones linked to the same data plan? We currently have 2 separate plans but we never use the roll over data on either plan.

311
O
11 days ago
D
D and DBeginner
asked in Self Serve
Removing Easy Roam

 I have not used my phone but am getting daily roaming charges, and I am unable to turn it off in Self Serve... it sends me a popup message to contact Customer Service.. which is really hard to do. I am out of the country where the 800 number does not work, even using the Mexican translated 800 numbers.  I have tried the Facebook page and left a number of messages with no reply.  I have brought my phone here several times to monitor incoming texts and get OTPs…. this is the first time that I have had this issue.I would really appreciate some assistance regarding to get the Easy Roam removed, along with the daily $16 charges, and information on a local Canadian number that i can call, or a way to get access to customer service.Thank you!

241
Flo Koodo
12 days ago
L
LynnMBeginner
asked in Billing & Payments
Charged for Easy Roam flying from Ontario to Victoria BC

Hello, my son was charged for roaming while flying one-way from Toronto to Vancouver/Victoria BC on Sept. 28th. He was in flight and obviously not visiting the USA; the charge is on my October bill, which has been released/paid. Please connect me with a rep to have this $14 charge reversed, thanks. 

213
L
12 days ago
A
acouperConnector
asked in Tips, Tricks & Troubleshooting
I can't find my phone number

I have an iPhone 12 and recently bought an Koodo SIM card for a monthly plan but when I go to My Number no phone number shows up and I don’t know what to do. When i push “My Number” it wants me to put a number in but I don’t have a phone number. How do I find my phone number. I thought the SIM card was going to give me one but I can’t find it. 

6111
O
12 days ago
A
AndrewMBeginner
asked in Tips, Tricks & Troubleshooting
Emergency Calls only after update.

Does anyone know how to fix this problem?  I have a Samsung A53 and performed a software update last week, since then my phone says Emergency Calls only. I switched out my wife’s Sim card for mine and vice versa, my phone worked fine with her’s and but her phone had the same problem with my Sim card.  Do I need another Sim card or is there another fix?  Thanks in advance.

201
Flo Koodo
12 days ago
C
cxl087Beginner
asked in Other
Can you stack 30 Day Europe Easy Travel Pass

I will be in Europe for 2 months (60 days).  I am wondering if I can purchase a second 30 day Easy Roam Pass during the same trip.  I have used the first 30 days but my account states that it won’t expire until Nov. 23.  The 23rd being 45 days after I purchased/texted EU30PASS to 7626.  I entered Europe on Oct. 11 so the 30 have been used as of Nov. 9th.       

251
Flo Koodo
12 days ago
T
tehpehOrganizer
asked in Billing & Payments
Wrong roaming charges

Hello, I received an email notification saying i got charged for roaming service, but I NEVER used this. In fact this is not my first time and the customer service rep previously helped me get rid of this from my plan and turned off from my device. 

151
Sophia
12 days ago
A
adicosta89Beginner
asked in Billing & Payments
Callback call dropped. Rep hasnt tried to callback

I am so beyond frustrated with this company. Since I have to talk to a live agent to make payment arrangements I set a callback up for 8pm. The callback came, I answered, they immediately put me on hold and the call dropped. Koodo assist claims I didn't have a number in for callback but they wouldn't have been able to call had I not. They also claim the agents will make 3 attempts, I'm still waiting for that "supposed" second attempt. Now I have to wait another whole day for a callback that may or may not drop again. Koodo assist is absolutely useless. I just want to speak to a real person..like is that asking too much???

383
Dinh
12 days ago
S
ShelStockBeginner
asked in Tips, Tricks & Troubleshooting
RCS messaging not working again

RCS messaging missing again after Iphone 18.2 IOS update. Current Koodo carrier 60.5.3 has been updated since IOS 18.1 and stopped working again this morning - need a new carrier update again. 

431
Dinh
12 days ago
G
Gabriel10771Beginner
asked in Plans & Add-ons
Unable to cancel stream+ subscription

I tried to cancel my stream+ basic subscription. I clicked on Manage Now under Your Koodo Subscriptions. I saw my Stream+ Basic subscription. I then clicked on the link Manage for Stream+Basic. It shows a page with error message. I wonder if I missed anything during my cancellation process. Please help.  

383
Flo Koodo
13 days ago
G
GONGSHOWBeginner
asked in Tips, Tricks & Troubleshooting
voicemail suddenly requires a passwordmy voicemail suddenly is asking for a password. How do I deactivate requiring a password to access my voicemail? Thank you

How do I deactivate requiring a password to access my voicemail? Thank you

1005
Flo Koodo
13 days ago
A
amlana21Beginner
asked in Prepaid
Incoming calls not working in esim

I bought a esim Prepaid plan yesterday from Koodo. I have not been able to get incoming calls. Everything else works, like I can text using the esim, I receive text, I can make outbound calls. But incoming calls not working. It goes straight to voicemail

283
Georgia Koodo
13 days ago
C
Cheryl1986
asked in Billing & Payments
over charges

Hi,  We recently changed our plans to $60/month and we do auto pay.  The plan was $65, but with the auto pay it is $5 off/ month.  We did not receive the$5 off / month.  Please review and  follow up. Thanks,  Cheryl

181
Georgia Koodo
13 days ago
M
Mike BiBeginner
asked in Billing & Payments
roaming charge

I have roaming charge on my july bill but i haven't left canada in 2024. Can you reverse the change. Thanks 

152
M
13 days ago
E
ElementiaYTBeginner
asked in Self Serve
Self Registration "Hang on a sec"...

I’ve been registering for Self Serve through Koodo Assist. I reached the end of the process and clicked “finish registration”, which took me to a blank page that says “Hang on a sec...” and nothing ever loads beyond that point. Help would be greatly appreciated!

893
Georgia Koodo
14 days ago
T
Trev9959Beginner
asked in Billing & Payments
charge roaming?

Hello i was charged Roaming charges October 7 & October 9th, on my Novembers bill but I have not left the country.  Could these charges be taken off please? thank Yiu

71
Georgia Koodo
14 days ago

Leaderboard

Terms & Conditions
Koodo Community