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Unanswered questions

2803 Topics
S
SirPhonesalotConnector
asked in Other
I need a different way to contact Koodo Support

I have tried everything under the sun to get in contact with Koodo, but they seem to only have 1 single option: the robo-chat. The main problem I’m having is that certain phone numbers seem to be shadow blocked (I have looked in every sub menu and the permissions. I have tried different phone apps, and everything else the wide internet can suggest). My boos and mother have not been able to call my phone or leave a message (though they can sometimes leave a message).The main issue, is the koodo callback number seems to be included in this list of somehow-blocked numbers; all i can get is voicemails from them. My phone does not ring, there is nothing in the call logs (not even showing a call was blocked) ; I just get a notification about 15 mins later that I have a voicemail.This means that I have an issue that the bot cannot fathom, and I have absolutely no way of getting a callback from their support. I can make an outgoing call, but their support number just says to ‘go try the robo c

5428
S
2 years ago
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Bashir007Beginner
asked in Tips, Tricks & Troubleshooting
Full HSPA bars but no data

Hey everyone,I find that one I'm in a remote area I lose my LTE service, which is as expected, but then my phone goes back to full bars at HSPA however there is no data coming or going.In these scenarios is there a setting that needs to be changed?Thanks,Bashir

393
Dinh
2 years ago
Adam N.
Adam N.Connector
asked in Prepaid
Alaska Roaming

Hi, I am on Koodo prepaid, and I have US roaming (data, voice, and texts) addons purchased and activated.I am in Alaska (Anchorage) and my phone is not connecting to any network(AT&T is available, but says can’t connect)Phone is a Pixel 3A, with eSim cardPlease help!

3486
C
2 years ago
Madisonstone9
Madisonstone9Beginner
asked in Other
how good are the certified pre owned phones

Hey just wondering if anyone knows how good the certified pre owned phones are if they are damaged in anyway

1471
D
2 years ago
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Susan VBeginner
asked in Self Serve
Changing SIM via SelfServe - error - email address must be active for 48 hours

I bought a Koodo SIM in a Telus store on 16 August. Signed up for Koodo online 17 August. Received email shipping confirmation 18 August. Today, 20 August, I registered for Self Serve.Now I’m at https://www.koodomobile.com/my-account/simswap/step-2 trying to change my number to the SIM I purchased in store, so I can use new phone before shipped SIM arrives. However, I get error message: “Your email address must be active for 48 hours. To continue, please choose the text option.”The text option does not work, since my phone isn’t on the network yet. This is my first cell phone ever. Can you call my land line? Or send SMS to a member of my family (but I’m not sure how to add his mobile number to my account).I’ve had this email address for years. When does the “48 hour” clock start? Is it from when I signed up for Koodo Self Serve?Thanks

2932
S
2 years ago
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Bigsurf65Beginner
asked in Plans & Add-ons
if I don’t activate roaming before heading to U.S. will I still be able to see calls and texts as they come in?

Hi, if I don’t activate roaming before heading to U.S. will I still be able to see calls and texts as they come in?

531
D
2 years ago
A
alarkman@hotmail.comBeginner
asked in Other
lose tab bonus

If I pay off my tab will i lose the tab bonus i got when i purchased the phone? my phone was destroyed and i need a new one but don't want to forfeit the $600 bonus. 

471
D
2 years ago
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Surfand sandBeginner
asked in Self Serve
usage not displaying

Is anyone else's current usage (minutes and messaging) not displaying in self serve? It's been a couple of days

1672
D
2 years ago
Michael Newhook
Michael NewhookBeginner
asked in Plans & Add-ons
How do I add a Roaming package to my account?

How do I add a Roaming package to my account? I follow the instructions on the website and it says I have to press the “add to plan” button but I do not see one. 

731
Boa_Guy Koodo
2 years ago
Ann Andrews
Ann AndrewsBeginner
asked in Tips, Tricks & Troubleshooting
How to create self service plan for nephew

I have given my nephew a Koodo phone number - 7056072269.   I am responsible for the payments.  When I try to set up this account on the web (here)  a verification number is sent to his phone and not me to set up the account.   I would like to be able to view this account and pay the bill.

522
M
2 years ago
Y
YanaDeeConnector
asked in Tips, Tricks & Troubleshooting
New client. Poor reception

So I became a Koodoo client 2 days ago.The locals told me that Telus is supposed to have the best coverage in the area (Interior BC).The strength of my signal is 0-2 bars.Data speed (when available 5% of time) is 0.24 mbpsMy plan is 10 gb/55$.I rebooted the phone in the last 2 days more that in the previous 4 years with Rogers.I live in downtown of a small tourist town. The reception hardware hasn’t caused me any problems with Rogers except for the areas in the mountains where they don’t have towers.What can be the problem?I feel like I’ve downgraded from Rogers, and am now paying more.

2417
M
2 years ago
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F.I.N.EBeginner
asked in Tips, Tricks & Troubleshooting
Can't connect to a Telus number

I am a Koodo customer as is one of my brothers.  Our mother transferred her Telus landline number to her Telus mobile.  Phones with Bell and Freedom can phone her but my brother and I just get a message saying it is not in service and 6UC2.  Any ideas?

2324
F
2 years ago
J
JcosmanBeginner
asked in Tips, Tricks & Troubleshooting
Turning off next generation messaging without having access to my Android Phone.

  Just switched from Android A5 to IPhone SE because I could not charge my Android.   I received a text from Koodo telling me that I need to turn off next gen messaging on my Android but cannot access the Android because it will not charge.   I saw instructions on how to do this online via Google but the service said that I needed to contact Koodoo to have this done.   Can anybody assist here?

9082
M
2 years ago
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NicholasAdvisor
asked in Other
Can't receive SMS security codes

So I’ve had two instances where I cannot receive security codes. One with my student loans, and another. I typically use an authenticator app, so these are the only two I’ve needed SMS codes for. The only relevant changes made were recent. I ported out my number to a reseller of rogers, only to quickly find out I had a tab plus, and promptly ported my number back to koodo with the same plan and contract.Besides the SMS, I've noticed I cannot activate wifi calling. When I input my number, it says  “The number entered doesn’t match our records. Please re-enter your number”.I just received an SMS security code for my government account with regards to taxes, so some work and some don’t.I also removed all blocked numbers. 

1554
Flo Koodo
2 years ago
H
HencolindeBeginner
asked in Self Serve
International call not going through.

I am trying to make an international call to South Africa. It rings once and then i get an automated message saying that the call did not go through. I see i do have international calling as an add on. Please advise.Regards

1945
Sophia
2 years ago
C
ClayterBeginner
asked in Other
No SIM after restarting device

I restarted my device last night and when it turned back on, it said No SIM. I haven't done anything else that could've caused this, only turned off my phone and turned it back on. I've tried every solution online and have yet to get any results. I urgently need to message my driving instructor, which I can't do without my SIM card, and I'm going to need data next week, so I don't have a lot of time to fix this issue.

251
Dinh
2 years ago
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Lily48Beginner
asked in Other
Transferring number to new carrier

My daughter’s phone is on my account. She is moving to the USA and would like to use her number with a new carrier. Is that possible and How do we do that? What’s the process with Koodo?

1122
Timo Tuokkola
2 years ago
T
TOLucBeginner
asked in Billing & Payments
refund of account balance after cancallation

Hi, I have cancelled my account with Kodoo and have a prepaid account and I have a balance that I would like to get back. For some reason my balance is going down even when my number has been ported out.How can I speak to a human being, that’s my biggest challenge.Thank you,Lucas

993
Allan M
2 years ago
N
NeedtochangeplanBeginner
asked in Self Serve
Changing Plans Abroad

Hi There, I am out of Canada for several months and am currently overseas.  I want to downgrade my plan to just the number only, something that would cost me $5-10 per month.  On the self serve app there is only the option to change a plan to something more expensive.  I am unable to call an agent due to being over seas, how can i downgrade my plan? Thank you

1703
K
2 years ago
A
AlicePhillipsBeginner
asked in Billing & Payments
problem with reconnection

My service was suspended despite me paying off the balance I was told needed to be paid. I paid it on time and the amount shows in my history. It now says I should have until Sep 8 to pay off the rest of my balance, but my account was still suspended and I can’t get ahold of anyone to discuss the matter. I can’t afford to pay the amount in full until September and I’m totally screwed with no way to contact anyone. It won’t let me set up a payment plan or anything. What am I supposed to do?! I paid what I understood needed to be paid but I’m still being penalized and can’t reach anyone to discuss the issue in depth!!

1154
Boa_Guy Koodo
2 years ago
L
leon_Beginner
asked in Plans & Add-ons
Roaming options other than Easy Roam?

I’m travelling to the US and am planning on staying there for ~ 1 month. Easy Roam is $12/day and is way too much for a long periord of stay. Is there any other plan or add-on that includes roaming in the US?

1162
BobTheElectrician
2 years ago
Roy Charles Brooks
Roy Charles BrooksBeginner
asked in Billing & Payments
my Bill

I'm looking to make payment arrangements my name is Roy Brooks if you could send me the amount so I can make arrangements please not sure the number or passwords I'm thinking the bill was around $300.00

391
Allan M
2 years ago
J
JessDBeginner
asked in Billing & Payments
Cannot Cancel

I have been with Koodo for years, the fact there is no real support for Canadians is a problem that has plagued me all along. Now it is unbearable. I have a phone that has been supposedly calling my other phone for about a month now, and has racked up a ton of charges I should not have to pay. I tried to get a callback numerous times, and never got one, had the callback sent to my spouses phone and they did phone tag back and forth from my phone to his to my other phone for days.I finally gave up and asked to cancel phone via yet another call back...mind you they only will call me from 7 to 930 am, and we both work most days at this time. Now I cannot get them to cancel my phone that has issues. And this is all I want done :(. I should not owe the money that was charged, but mostly just want the phone that has issues to not be able to do this anymore!I would like some real support, before I will cancel all of my Koodo services and never return!

1011
A
2 years ago
O
OfsBeginner
asked in Plans & Add-ons
how to check remaining LD minutes

I have a LD calling add-on. But i can't find any option to check remaining minutes.

831
Dinh
2 years ago
G
GordgorothBeginner
asked in Plans & Add-ons
Add a line for a different province?

My son is in a different province for university. I wanted to add a line for him, but can I select the province he is in, or does the number have to the have the area code of the province I am in? He said he will probably stay where he is after he is done.

1723
Sophia
2 years ago

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