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Self Serve

All discussions about Koodo Self Serve.

  • 477 Topics
  • 1,798 Replies
477 Topics
E
ElodieCBeginner
posted in Self Serve
Koodo Customer sucks big time

I am a new customer to Koodo Mobile.First, Koodo gets my last name wrong when I registered as a new customer. Had to drive to a kiosk half an hour away to get it fixed.Second, I am trying to add my Visa credit card as pre-authorized payment and the self-serve won’t allow me. i scheduled a call back for 20h30 and it is now 21h30. What a lack of respect for people time.After 2 weeks as new customer, i am ready to quit Koodo.

452
Flo Koodo
1 day ago
V
vjohn9286Beginner
asked in Self Serve
unable to create self serve account.

I'm unable to activate my self service account for quite some time . I receive my internet box a few days back and till now I'm unable to activate my self service account , because of which I'm not able to activate my home internet.  I have requested for a call back from Koodo but that also has not come to me.  And I have also double checked to make sure that the customer service number is not blocked. This is my first time on Koodo and so far I'm not liking the experience. If this doesn't work  soon I want to cancel this service with Koodo.

301
D
2 days ago
M
Missy88Connector
asked in Self Serve
Stream Plus

Hello, I just signed up for Stream Plus. I activated all of my subscriptions but when I go to "Your Subscriptions" in my Self Serve account, it still says I need to Activate Netflix. Disney Plus, Amazon Prime, and Telus all say "Launch", Netflix still says "Activate". Is this going to be a problem?

416
M
2 days ago
S
SadaBeginner
asked in Self Serve
Callback Request: Unable to Receive Calls on My Number

Hi, I put my phone on seasonal hold, and now that I’m back after about six weeks, I do not see my previous plan. The Koodo representative had promised that my plan would be saved for me. I do not have another phone number to submit a Koodo callback request. Please help me. I have a number that I can use to make calls, but I cannot receive calls. Please assist me and reach out to me so I can activate my phone number.Thank you 

303
L
2 days ago
D
DijConnector
asked in Self Serve
can not select perk

Recently I update my plan then when I trying to select perk it keet saying can not select perk please come later and show me transaction Id

125
Darius Koodo
3 days ago
A
AmyTKBeginner
asked in Self Serve
The Callback Never works

Hello, can someone help me please? The callback function never works, I get a notification that they tried to call me but my phone never rings it goes right to VM. It’s been like this for years and I end up having to go in to a store.I ordered a SIM card December 30 and it says it shipped but I did not receive it yet! TIA.  

393
D
4 days ago
B
boychickBeginner
asked in Self Serve
esim transfer

How do I transfer eSIM to new phone don’t have old phone 

292
D
4 days ago
W
wiiolBeginner
asked in Self Serve
Self Serve Verification email never arrives

I signed up for a monthly BYOP Koodo plan last week and my SIM card just arrived now. I went to register for Self Serve through the steps with the Chat Box Bot and can’t get past the request to send a verification email, it keeps stalling out and saying “Waiting on verification...This might take a few seconds.”I’ve tried maybe a dozen times and different browsers.It seems if I can’t get the Self Serve setup, then I can’t move my number over. Meanwhile my first Koodo bill has arrived. And I’m still paying for my old Bell bill!Thanks for any help! 

826
Georgia Koodo
5 days ago
A
AntHanBeginner
asked in Self Serve
Ethernet installation

I moved to a house. My previous provider Beanfield, had technician setup Ethernet ports in certain rooms so that there was an option to hardwire devices. Koodo required self-installation so no technician came to the house, I was wondering if Koodo provides the same service as Beanfield and I can ask a technician to come in.My neighbourhood is mostly Bell, so if Koodo insists on self-management of internet, I might switch over despite competitive prices.

221
D
6 days ago
B
Brian choiBeginner
asked in Self Serve
incorrect usage limit

Hello, I subscribed to a 20GB plan, but when I checked my usage today, it shows 45GB. My plan is supposed to be 20GB, so why does the usage show 45GB? 

494
O
6 days ago
S
SwaltonConnector
asked in Self Serve
Attempting to change Sim Card

So i’ve followed all the steps,  and now I am stuck at the loading screen after I enter my verification code. It’s just loading and loading and loading. 

908
Dinh
8 days ago
L
Lukaszw71Beginner
asked in Self Serve
only one light on my router

Lots of tryouts only one light.Seems like I need a technical support. 

161
Flo Koodo
8 days ago
P
PJQ49Beginner
asked in Self Serve
Get Rid of Popup on Buy New Phone

Every time I log in, I get a popup that forces me to go to a page about buying a new phone.  How can I get it to stop!

313
D
9 days ago
R
RitadibBeginner
asked in Self Serve
reactivate my account

Hello, I’m currently overseas in Bali and I recently cancelled my plan on January 7th. I’m hoping because it just recently happened that I can reactivate my account without having to be in the country. Please let me know as I would like my plan back. 

343
Flo Koodo
9 days ago
Quinn11
Quinn11Beginner
asked in Self Serve
Ported number to wrong phone line

I tried to port my wifes phone number from public mobile to koodo using self serve but it wouldn't work. Got callback scheduled for next day. Talked with rep and they ported the number. However they ported it to MY phone line, not my wifes new koodo line. Now her number is on my phone, my number is gone and her new line on koodo remains unchanged. Massively frustrating as I run a business and today was a gongshow with clients not being able to reach me. Next callback is scheduled for tomorrow. Can I get my phone number ported back to my phone? 

634
Georgia Koodo
10 days ago
S
SueniqueBeginner
asked in Self Serve
my account was canceled

So I woke up to my phone saying LTE not available and I’m unable to make calls or use my data, I never initiated for my account to be cancelled and my first bill wasn’t due until the 21st, I currently have no access to my number and I can’t make any calls

855
Darius Koodo
10 days ago
M
mr TBeginner
asked in Self Serve
How to get $5 rebate for pre-authorized payment

Did a painful online phone plan purchase over the holiday season, site was slow and there were a couple of glitches. Maybe not the best idea to dodge the crowds. I think in person would have been better. There was a special offer of $5/month credit if pre-authorized payment was setup. It took me an extended amount of days to setup my phone as it took a long time for the sim card to be delivered. I now have received a bill and have setup pre-authorized payments. Where is the $5/month discount ? Wait for the next billing cycle or ? As I would have assumed right off the first bill when I setup Pre-authorized payments I would have seen a $5 discount ? Any ideas ?

704
M
10 days ago
F
FairfaxCBeginner
asked in Self Serve
koodo has charged for stream+ while also deactivating my stream account

Recently my husband upgraded his phone online. This created a huge issue as we also use the Stream+ service for Netflix, Discovery and Apple+. For whatever reason, our stream account was deleted and it took hours to get this issue sorted. This was after waiting the day or two for our phone call back because we couldn’t stand the self help run around. Then I made the mistake of also upgrading my phone a few weeks later. I should’ve expected that the issue would return but I didn’t. So now we are being charged for Stream+ (which we want but cannot get) because the individual who answered our call back could not figure out what our difficulty was and no matter which way we attempted to describe the problem and what had to happen to fix it before, it was a frustration for everyone, was not resolved and we’ve not heard anything further. I used to love Koodos customer service but it’s pure frustration now and I have no way to fix this issue. 

191
Flo Koodo
12 days ago
L
LuvacuppajoeBeginner
asked in Self Serve
Can't register a second new phone

I am new to Koodo and just got 2 new phones.   The first one is mostly set up but I can’t register the second one on Koodo self serve.   I’ve tried 3 different emails and 2 cell numbers and I’m not receiving any email or text with a verification code.    The phone has a new SIM card and I’ve successfully loaded all the settings and apps from my iPhone backup.   The phone is showing Koodo as the new carrier and shows the temporary number they've assigned - because I can’t register and port my existing number.  I can’t receive or send texts.   I requested a call back but that’s nearly 48 hours away and I need the phone for work.  Any ideas for a workaround?

264
L
13 days ago
Alison Berthelot
Alison BerthelotBeginner
asked in Self Serve
change plan not changing

I just changed my plan through self serve and my plan won’t upgrade. I used to have 40gb and now it is showing only 15gb. I upgraded for a 60gb… what is going on?

121
Dinh
14 days ago
Esteban Juan De Paz Solis
Esteban Juan De Paz SolisBeginner
asked in Self Serve
Cancelation

I’m trying to cancel my subscription but I’m out of the country and the self assist robot or program is sending me to chat on facebook but the page doesn’t load. Any advice or help? 

191
G
14 days ago
D
Den81Beginner
posted in Self Serve
Changed my plan in self-serve but does not work

In my account I have two lines with each their own plans.I have changed the plan for one of my line (ending with the last two digits:  3934) and the plan was changed successfully and the rebate of an additional $5 was applied since I have set up automatic payments.A little while after, I changed the plan for my other line (last two digits ending by:  26) but the monthly payment charge and the additional $5 rebate for setting up an automatic payment did not take place in the billing section even though it mentions that the new plan I have chosen is indicated under "this is your plan" from the self-serve section.  It has now already been over 10 days since I made the change for a new plan for this line therefore I don't believe this is the reason why I don't see the change of the new rate in the billing section along with the $5 rebate applied when setting up automatic payments). P.S.:  in the "your plan" from the self-serve section it indicates $34 per month and indicates an additional

141
Flo Koodo
14 days ago
C
che2023Beginner
asked in Self Serve
My one and only account was unlinked by Koodo. I have 2 line under this account.

I am outside the country. I have upgraded to new phone on one of my 2 phone numbers. While this phone is on the way, purolator has not updated anything after last update 9 days ago that my shipment was taken back to one of their sorting facilities. Now, all of sudden I receive following email from koodo and I can’t login to my Koodo self serve or contact Koodo without incurring roaming charges. I am not sure what to do.email details:“We’ve successfully unlinked the additional account *****3107 from your current username.You can no longer access this account with your username.If you want to link another account, go here. If you didn’t request your additional account to be unlinked, go to koodo.com/chat and enter account users to schedule a callback.” Please advise. Thank you. 

261
Flo Koodo
14 days ago
V
VLEBeginner
asked in Self Serve
Changed phone number on self-serve but the number connected to my eSIM is my old one and is not updating? Can I change my number back ?

I changed my phone number on self-serve but it will not update or let me change it for the number that is connected to my eSIM and it is making the new number not usable and I have two factor verifications with the old number. Can I change my number back to my old number PLEASE? 

283
Flo Koodo
14 days ago
A
AndygBeginner
asked in Self Serve
It is impossible to cancel an internet subscription with Telus/Koodo.d

It is impossible to cancel an internet subscription with Telus/Koodo. I floowed their instructions to the letter and  I got caught in a never ending circle .Does anyone know how to get in touch with a real person?

271
Allan M
15 days ago

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