Self Serve

To the Koodo Management Team, I am writing to formally express my gratitude and commend two of your technical support agents, Jesh and Abdelouahed, for their outstanding service.Since joining Koodo, we have dealt with an intermittent signal disconnection issue. Prior to speaking with these two individuals, we had contacted several other agents. Unfortunately, we felt stuck in a loop of resetting our modem and repeating our story without any actual resolution.Everything changed when we reached Jesh. She was incredibly patient while identifying the root cause and ran extensive tests with us. Even when the technician she dispatched couldn't find the fault at our home, Jesh stayed committed. Most importantly, she never missed a scheduled follow-up call, which gave us the confidence that our issue was actually being prioritized.Following Jesh, Abdelouahed took over the case. He demonstrated the same high level of patience and expertise. It was clear he

Like the title says i cant add a free perk to 2 of my numbers it just gives an error

Hello,I recently subscribed and paid for a postpaid plan and received a confirmation email but nothing else. I have no instructions on how to activate the number, nor do I have any prompts to create a self-serve account which means I can’t get ahold of any customer service help!! How long does this usually take? Getting frustrated at this lack of clarity within the process.

Why is it so difficult to talk to anyone live at Koodo.No one to answer a few simple questions, just a runaround. The self serve is really not user friendly at all, just keep going around in circles.I was thinking of adding cell phone to my account. I notice my own rates are higher than advertised rates that come with more data etc.I have to reconsider going with Koodo, looking for someone that is willing to talk to me and wants my business.

I am unable to reset my password. I click on the lost password link, receive an email with a new link which takes me in an endless loop.I am overseas, but using a VPN connection in Canada.Can someone tell me how to contact a human being online?

I have put inultiple callback requests, I get an email saying my callback is coming, and I never get an actual callback.  611 is useless, kinda like Koodo service in general.

Hi, My Self Serve email address and password were compromised, and I no longer have access to that email account.I used my prepaid Koodo phone line in 2024 for about four months and did not use or pay for the service afterward. I still have the SIM card, and is securely in my possession.I am currently outside of Canada and do not have access to Self Serve. I previously sent an email to customerservice@koodo.com, but I have not received any response. I contacted CCTS as well, still emailing with them  Is there a way to confirm that my account is fully deactivated and cannot be reactivated again through Self Serve?

This is my phone number   

Amazon Prime subscription is off couple of days after activating via Koodo Stream+. No option is self service portal to reactivate, or repair, or contact anybody on Stream+ only issue. Please assist.

Hi, so my new internet works on other games like call of duty but Madden doesn’t want to seem to load up properly.(I was with bell now im with Koodo)I tested madden out on my older wifi and it works fine. It’s a weird glitch with madden and my new wifi. I need help please.

I went through the steps to buy a new esim and phone plan online with koodo (currently with Public Mobile). I put in all my info and got a temporary phone number that I didn't think to write down. I put in all my payment info and did the credit check portion as well. I I thought I finished everything, I received one email with an order number stating I will receive another email later with the Customer Service Agreement. That all happened 24 hours ago and I haven't received anything since. Does anyone have any insight about the wait time or have someone I can contact (can't get much help because I can't sign up for my self serve account without the info from the impending email).

I got message that the password does not meet the requirements.Tried everything, even I used a random password, like  2FnQ@PgaGCan some one help me?Thanks.

I’ve been trying to add a free perk (5G speed boost) to the two new lines I opened with Koodo on December 31st. Each time I try either from my phone or on computer it says “Try again in an hour… “ plus some error message. I also try to use Koodo Assist and each time it asks me to “sign in” I’m unable to because the pop up window tries to load something but throws up an error message instead. It’s been like this since day 1. Frustrated!

I currently would like to change my plan from a $60 plan to the $15 plan.  My tab is fully paid off and I am just paying for the plan.  How do I just change my plan to the $15 plan?

Hello,I have been trying to add a per to my account (3-day US roaming) but I am unable to. Every time I try, I get an error. I also try the new assistant experience, but the moment it tries to connect me to a rep, it crashes. I am travelling to the US in a few hours, so I would love it if this could get sorted asap.thanks!

My first month bill was outrageous!Over 330 for two $60 phone plans, no extra charges, except for a $5 charge that occurred more than 40 times on Oct 22, the day we purchased the plans,  Of course Cesar on Koodo Assist didn’t answer the question, and then ghosted me. Now I can’t schedule a callback because the chat remains open.Someone from Koodo please call me ***-***-**90

Hello,I have been trying to add a perk to my new line (5G Boost) but I am unable to. Every time I try, I get an error. This is very frustrating and it is impossible to get someone to talk to...

Hi,I activated a new plan and ported my number but had a mishap where I deleted the esim. I tried the recovery method but when I try to send a verification code via email, I get a prompt saying it can't be used because it was recently updated but I never changed my email.Do I have to get a new esim voucher? I really want to avoid paying again for a new SIM..

Honestly I am so sick and tired of them randomly renaming their TABs every 2-3 years simply as a way to block us from upgradingIt really is ridiculousMy current plan is $45 for 60GB 5G in CAN-USA + perksMy promo plan offers show $50 ($40 with auto pay) for 60GB 5G in CAN-USA-MEX + perksOf course neither my current nor my promo plans qualify for the "special" hardware pricing (which is identical on every other carrier if I do port out)Instead for the luxury of getting new hardware I am REQUIRED to take a "Happy" Tab plan (lol)Cheapest is $70 ($60 with autopay) for ... 50GB 5G Canada only (+the $30 for phone !!!)Ironically ALL the Happy Tab plans are Canada only... even the $75 for 100GBSo its like take a decent plan with no hardware, take a garbage plan with hardware, or port out (or beg retentions I suppose is also

Hi there, I'm new to Koodo and already frustrated. I have 2 lines and both have free perks. But every time I click or choose the perks I want it says cannot add at this time. Appreciate it if anyone could help me. Thanks 

My husband can't access his Koodo account. When choosing "forgot password", he does not receive the reset email (he is using the same email address his bills get sent to). When choosing "forgot email address", it says "information entered doesn't match our records", all info is entered correctly and he has tried lower / upper case letters. We get billed for his cell phone every month and his phone works, so we know it's active. The place we bought the phone from says they don't assist with Koodo accounts beyond first setup. What should he do? He needs to make changes to his account.

Does anyone know if Koodo will be offering travel passes to Japan?

Hi, I signed up for the promotion of $10/month for Stream+ Basic that was advertised for me as a Public Mobile customer. I am wanting to cancel my subscription before I am billed again on Monday. I have tried multiple times to cancel on my Self Serve account > Internet and subscriptions > Manage Stream+ Basic > Cancel Subscription. I am unable to cancel it as it says: “Plan change in progress. Hang tight - we're working on tweaking your plan. If you still want to cancel, please undo your plan changes first.”I then try to undo the pending change and the button leads to nowhere, just the same “undo change” screen. Mind you i have NEVER made a plan change so I have no idea why it is telling me I made it and thus unable to cancel my subscription. I called Koodo customer support and also talked with Koodo tech support 5 days ago in which they said they would send out a ticket confirming they cancelled my stream+ - I have received NO text message o

I can't reset my password to log into self serve to set up my sim. Every time I reset password, it says my password doesn't match guidelines. I've tried every combination and web browser. Absolutely awful customer service, how anyone uses this awful company is beyond me.

Have tried now for days, keeps showing this:Yet I have not made any changes, when I click to cancel the apparent changes it does nothing! Keeps stating changes will take effect on January 7th. Yet the only changes are my 3 months of $10 is over and will charge me $23 on January 7th.Seems like they are forcing me to pay the full price after the 3 month discount, which is completely unfair!