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Unanswered questions

184 Topics
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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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Yoon Jung Kim
Yoon Jung KimBeginner
asked in Self Serve
Inquiry About Number Recovery

I previously had a Koodo number, which was canceled on May 11, 2023. I still have the SIM card that I used at that time. I would like to know if it is possible to recover my old number. If number recovery is not possible, I will be arriving in Canada on March 24 and would like to use my phone immediately upon arrival. Could you please provide information on affordable plan options that I can sign up for right away? Thank you for your help. I look forward to your response.

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Marcego27Beginner
asked in Purchases & Returns
Complaint Regarding Incorrect Plan Information and Billing

Gg

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CpnlecounteBeginner
asked in Plans & Add-ons
roaming in japan

My son is going to Japan. The Asia roaming package does not include Japan. Any suggestions? I'm not getting anywhere in self serve

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Hansolo2Connector
asked in Purchases & Returns
Home internet Modoem return

My cancelation order for home internet is being processed by Koodo. But I’ve just received a modem from Purolator. Am I supposed to return it through Canada post? A rep told me this, but it does not make sense to me as it was delivered by Purolator.

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Perron L René
Perron L RenéConnector
asked in Self Serve
Cannot contact tech support

You dont have any public number to call tech support. you have a call back scheduling AI I misplace or lost my phone you cannot call me I am trying to log into the website and cant because you broke your servers there a thread for that that says you need to contact helpdesk but no one will reply to the countless people that are posting on that thread anymore. I cannot get a call back I have to call you. OR email OR chat. You cant call me back I cannot borrow a phone for an entire day its not a reasonable ask.

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JPVConnector
asked in Tips, Tricks & Troubleshooting
Can't disable voicemail

Hi I have followed the steps to deactivate voicemail. But callers can still leave me voicemail. Can voicemail actually be disabled? How?

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David Schmidt DMSBeginner
asked in Billing & Payments
incorrect roaming charges

Hello. I have an incorrect roaming charge against my account billed for Tue Feb 18 11:59 am ER/VC ROAM/VOY USA 1:00 - - - 14.00 14.00. I was in Victoria BC and not even close to the USA. Thank you for looking into this and I look forward to hearing back from you.

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Darius Koodo
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jossssssBeginner
asked in Tips, Tricks & Troubleshooting
SOS mode after travelling

Hello. My esim stays in SOS mode since I return Canada after travelling. I have turned it off while travelling but did turn it on a few times to receive SMS. I have tried turning my phone off and on and it’s still the same.

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Flo Koodo
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judyzhaiConnector
asked in Plans & Add-ons
I want to change plan, but can't go through from website, no button change click

I choose 34.99 cad plan, but website can’t go through, no button can click

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Flo Koodo
Brian Murphy
Brian MurphyBeginner
asked in Prepaid
New Log in procedure text only for confirmation

My Kodoo is not currently active and I can’t go to a local store because I am currently out of the country - thus why account not active. I’m snowbirding. When I try to comply with the new instructions to set up the required new password I am sent a text message. I am not given an email option. So how do I top up my account? My 90 days is up before I return so I need to update before I return - which I have done in the past and means it’s active when I hit the ground. Please reply

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Phoebe1Beginner
asked in Self Serve
NO SIM/Emergency Calls only

I got a new dual SIM phone and put my SIM card but unable to make/received a call as it says Emergency Calla or NO SIM card. Need help please!1

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MahoneBeginner
asked in Billing & Payments
Error in Roaming charges

Hi there, I was looking at some old bills and I see I was charged US roaming for June, July, August and September 2024. Although I did drive across the US at the end of Aug / start of Sept, prior to that I was visiting family in Sarnia, Ontario, which is on the border with Michigan, US. Could you please correct the bills to show I was not in the US. I can provide more details if needed. Thanks,

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kwancdouglasOrganizer
asked in Other
koodo number can't transfer to italkbb

I have requested many times koodo number transfer to italkbb,But koodo didn’t process.Just keep continue to ask italkbb request.Even i make many call back no one try to fix system problem,because main root case is system never send out reply SMS to confirm. Up to One months later No one try do anything in the fault system. Strongly Please give up your number when you need to transfer any not common carrier

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bhush007Connector
asked in Tips, Tricks & Troubleshooting
Wifi speed has suddenly dropped below 2MBPS

I recently activated Koodo internet at home and have 100MBPS plan. Since 2-3 days, my speed has heavily dropped and is now below 2MBPS. Any ideas what could be the reason? The plan says unlimited data. Not sure what is going on. I tried factory reset and everything. Nothing helps.

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BisonBlairConnector
asked in Other
AppleTV+ Subscription Activation

Hi, I just got a 6 month Apple TV+ subscription and when I tried to activate it and create an Apple ID for it the Apple ID account got locked. I followed up with Apple and that they stated Apple ID is permanently locked and can never be retrieved, they said I must create a new Apple ID. I have done this but I can’t figure out how to transfer the koodo access/activation to this new Apple ID. Does anyone know how to fix this? Thanks!

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Mag2992Beginner
asked in Tips, Tricks & Troubleshooting
Hardware Support

I had some high winds knock my power out a few months ago and when it came back nothing would connect to my internet even though the light was green so I unplugged my router and modem and plugged it back in and all my devices reconnected - or so I thought. I recently went to print something (wireless connection) for the first time in a while and noticed that it was offline. Long story short (and 3 hours worth of troubleshooting later) I had to change a setting in my WPS options in my Wi-Fi admin portal for it to connect and print. A couple days later I go and try to print again and same issue but the setting remained what I changed them to. I have to unplug the Router and Modem from the wall, wait a bit, then plug it back in for the printer to connect and print what is in the queue. I have to do this if there is any decent length of time between prints, even as short of times as 30 minutes. Everything else is connected and staying connected. My tech savvy family member who has been hel

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UsernamewhateverBeginner
asked in Tips, Tricks & Troubleshooting
texts sent to wrong contacts and customer pricing changes

I'm an existing monthly koodo customer. I've been considering upgrading my phone since its paid off. I've been eyeing some of the phones and the prices. Up until recently, the monthly tab prices would show as higher until I logged into my self serve, the screen asking if I wanted to upgrade for my existing account would pop up, and once I selected that, the prices would lower. However, recently the prices have stopped lowering. Once I log in and select that yes I want to upgrade, the prices just stay the same. For example, the Samsung s24 FE is now $13/month for tab plus or mid, vs $3/month before. There is a slightly better offer for a cheaper plan ($45/month with autopay vs $50 before), but that still works out to be more expensive. I'm just wondering if this is normal, or am I experiencing a glitch? I've tried logging in with different devices and browsers, but same results. The Samsung is just one example, all of the prices are higher now. Also, I recently had a major issue that ma

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jrenshawBeginner
asked in Billing & Payments
Constantly overcharged for easyroam

Hi there, I regularly travel to the US, but I buy travel e-sims to use there. I turn off data roaming, but everytime I get a notification for a voicemail to my koodo account, I get a text that I’ve activated easyroam for the day. This has happened for my last 3-4 bills, if a koodo rep sees this, are you able to review it & refund these easy roam days where I’ve used no data or calls? I’m in the US right now so can’t schedule a callback as it will charge me another day of easyroam. I can’t turn the line off completely as I need to be able to answer emergency calls to that number. Please help! This happens every single time I travel.

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Ari61Beginner
asked in Other
Koodo Internet - Do I really need the router as well as the modem ?

I have a small appartment - do I really need a router as well as the modem? I was with Fizz before and only had the one device, not two as I just received from Telus/Koodo. (I'm asking because of the location of the electrical outlets in the room, and the difficulty of finding power bar with a long enough cord *and* enough outlets to accommodate all the devices. One less would be just ok !)

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DenPolBeginner
asked in Other
Is this Samsung phone sopported on the Koodo network in Canada?

SAMSUNG Galaxy A15 5G Dual SIM (128GB, 2024) 6.5" 90Hz AMOLED, 50MP Camera, 4G Volte (Fully Unlocked International Model)

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patch2.0Beginner
asked in Other
Slow and Inconsistent Connection

Switched to Koodo gigabit from another provider mid-January and have not been able to get consistent service since. Problems: Intermittent internet outages (signal is strong, but no internet, returns after modem reset) Slow speeds (ranges from 70-200 mbs) Troubleshooting/Koodo call back services enacted Hard resetting (unplug and plug back in) Factory resetting Replaced modem Technician visit with new line installed into house Since the new line has been installed, the intermittent outages appear to have stopped, but the connection speed is trending more towards the lower end (~70-90 mbs). All of the signal lights on the modem are showing as working.

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GODSPEED7
Nicole Comartin
Nicole ComartinConnector
asked in Prepaid
Prepaid Login Access Denied

After login, all that is received is a message that says “Access Denied”.

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Alaina DugasConnector
asked in Self Serve
Can't log in, required password reset won't work

I’m at my wit’s end. For 3 days I have been trying to do the required password reset to log in to my prepaid account. I need to top up the data. I have tried DOZENS of times and it WILL NOT WORK. I jump through the hoops to get the verification code sent to my phone, and then to my email, and get to the page where you enter your new password. It shows all the criteria have been met (all lines are green with check marks) but when I click “reset password” it shows an error saying password criteria not met. I have tried multiple different passwords and NONE of them work, they all get the same error. I can’t access my account! *edit to add: I have also tried in multiple browsers - Google Chrome and Microsoft Edge. They both do the same thing.

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