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Self Serve

All discussions about Koodo Self Serve.

  • 485 Topics
  • 1,846 Replies
485 Topics
V
vc89Beginner
asked in Self Serve
Stream+ premium Service not supporting multiple accounts

Good morning!I recently switched from Bell to Koodo. I signed up for the stream+ package. I use multiple members for netflix, and use netflix premium for this. My sister and my mother are under my netflix account. I was told by the koodo rep that I would be able to use multiple accounts under stream+. When I signed up for stream+, I received a prompt that stated I could not use multiple accounts. I called Koodo back and asked about this. They told me that stream+ supports multiple accounts and just to ignore the prompt. I ignored the prompt, and noticed that when I activated stream+ in netflix, all of the extra accounts were gone. I told my mother to go ahead and sign into my account anyway. Today, she was kicked out of my netflix account. I attempted to call koodo to clear this up but I have been waiting for a callback for over a half an hour now. I cancelled my stream+ account, but it looks like stream+ is still applied to my netflix account until december 27th. Does this mean I have

71
Flo Koodo
40 minutes ago
J
Jose netoBeginner
asked in Self Serve
how to reactivate internet

Yesterday I had a problem with my card payment and my home internet was suspended. I changed the card at the same time and made the due payment. However, the internet did not return and the website says that everything is ok. Everything is also ok on the modem lights. All the support is horrible and I only speak to boots or people on the phone who cannot provide proper support. Is there any way to talk in an online chat with a HUMAN?

373
Darius Koodo
19 hours ago
H
HickeyRockstar
asked in Self Serve
Address changing

I am trying to change my address. . Because of the recent strikes it states they cannot deliver to PO box or RR address’s. I try to input it manually with my street address but it keeps defaulting back to my current address with a PO box number. I am trying to purchase a new phone online. I have tried numerous different ways, with numerous devices. After i hit submit it pops up and states this is what we found, and reverts it back to the original address.

304
H
7 days ago
Bhupinder Singh Sandhu
Bhupinder Singh SandhuBeginner
asked in Self Serve
Travelling help needed

Hello,I got the Koodo prepaid while I am travelling and got my number ported over. The issue is that I am seeing no network and only seeing Emergency Calls only since I am travelling. I believe my account international incoming messages are not enabled. To enable that I need to register for self serve. And I can not register for Self serve since I have no network to receive text messages. Could somebody please help me this?I urgently need to receive text messages to login to my other services. Thanks in advance 

272
O
7 days ago
O
oddsConnector
asked in Self Serve
Koodo unable to tell me if they sent my phone?

Well, the saga of disappointment with Koodo continues. After a huge battle with Koodo two weeks ago, to purchase new phones and set up a plan, they now can’t tell me if they have one of my two phones on the way.Yesterday, I received a package from a courier with one phone. I had ordered TWO phones. I checked with the courier to see if there was a second package for me, and they didn’t have anything else at that time. Spoke with Koodo today.. two different agents could not determine if TWO phones were sent out. How is that even possible? Then, they put the responsibility on me, to contact the courier and see if there is a package for me. I was not provided a tracking number, nothing. Completely unprofessional. This is literally mind boggling how brutal Koodo is at taking care of their customers. If this does not get resolved by next week, I will be contacting Consumer Protection BC, and cancelling my accounts with Koodo.

385
Georgia Koodo
7 days ago
A
auiBeginner
asked in Self Serve
Callback Hung Up On Me

I arranged a call back. Got a text that the call was “coming shorty”. A half hour later I got the call, pressed 1 and received the message “all our representatives are currently busy” and it hung up on me. Then the chatbot claimed I had never arranged a callback and couldn’t have one until the next day.Does Koodo have a customer service email?A proper customer service phone number?Anything that isn’t fake, automated messaging?Is there a place to put in a complaint about the ineptitude of the chatbot and the callback service?This is not the first time this has happened. Just the first time I am writing about it.Thank you

343
G
8 days ago
K
Kesavan16Beginner
asked in Self Serve
Incoming and outgoing not working for last 2 days

Incoming and outgoing not working for last 2 days, Mobile model: MI - Redmi 10 Pro MaxIncoming and outgoing : Not workingSMS - workingMobile Internet - Working.Anyone facing this issue? Contacted Koodo customer care, they said my mobile is incompatible, she asked to change my mobile.Its weird. 

294
K
8 days ago
Y
Yammy150Beginner
asked in Self Serve
How can i contact customer service with only wifi service, and wi-fi calling not working?

 Wifi calling worked before i changed my phone plan yesterday.  Now, in a remote area, no cell coverage, only wi-fi, and i cannot call out or receive calls

231
Georgia Koodo
8 days ago
Morteza Bashardoost
Morteza BashardoostBeginner
asked in Self Serve
My Prepaid account is locked and I can't login

My self serve account is locked and I can’t login. I tried resetting my password using forgot password. But it didn’t work.

162
Mayumi
8 days ago
R
ryandonohueConnector
asked in Self Serve
Unable to register for self serve or sim

I am unable to register for self serve, the system continually tells me my postal code is wrong, despite shipping me a sim to said postal code. When trying to activate my sim it tells me that the sim is not available for activation. Completely stuck unable to register my account.

445
R
8 days ago
V
Ver.burkConnector
asked in Self Serve
why is self serve not working

I repeatedly get an upside down ice cream cone picture when I try to login to self serve ... Koodo is not fun  

287
Flo Koodo
9 days ago
P
pauloosterhoffOrganizer
asked in Self Serve
Changed phone number but S21 still sees old number

I recently moved from Alberta to Saskatchewan. I changed my phone number from a 587 area code to a 306 area code number a few weeks ago. The phone works but my profile  ‘this phone’ still sees the old number. When I call somebody, they see my old number and if they try to call me at that number it doesn’t work. I reset my phone a couple of times but no change. I setup a callback with Koodo assist twice but never received a callback.  

5610
Flo Koodo
9 days ago
I
Internet_UserConnector
asked in Self Serve
Self Serve is broken

I am unable to access my subscriptions via Self Serve. It has been out of order for awhile now. When will it be fixed?

629
D
11 days ago
K
kelltron3000Beginner
asked in Self Serve
looking back on old text messages

I am wondering if there is a way that I can look back on my history of text messaging in order to figure out when me and my fiance officially began to message one another. if we could guess it would be May 2024.

182
Allan M
12 days ago
Y
YehanBeginner
asked in Self Serve
link the old and new account

Hello,I recently returned to Koodo during Black Friday through the assistance of an agent. The agent used their email address to process my transfer. However, when I try to log in to my Koodo account, it still shows my old account from when I was a previous customer, and I cannot access my new account associated with the recent transfer.Could you please help me merge or access my new account?  I noticed that my old account still has a balance of $12 remaining. Could you please help me link the old account to my new one and transfer the balance over? Let me know if you need any additional information to process this request. Thank you!And I have changed my plan to 29dollars/20g, why still charged me 40dollars for a month 

221
Dinh
13 days ago
R
RyanHFXBeginner
asked in Self Serve
Koodo Intenet - Unable to Cancel via Self Serve

I’ve seen other people post the same issue within the last month. You go through all the steps to cancel, you get to a page that has you tick the boxes for why your canceling, and then you have two buttons, Cancel in Orange or Keep. When you press the cancel, it just refreshes the page and prompts you to tick boxes again and nothing happens. Can’t say I’m surprised this is as broken as the internet service. 

372
R
13 days ago
E
ECCBeginner
asked in Self Serve
Perk / Auto-Pay Discount

hi,I switched to Koodo on Dec 2, 2024 and received the SIM card on Dec 5, 2024, so I completed the self-serve registration and activate the SIM card on Dec 5, 2024.Then I chose the free perk for “Unlimited Long Distance Pack (27 countries)”, and set up the “Pre-Authorized Debit” on Dec 5, 2024.Do I need to wait until the start of my next billing cycle Jan 2, 2025 in order to start using the unlimited international distance call, and receive the $5 auto-pay discount?Thanks.

421
Georgia Koodo
14 days ago
G
Goalie20Beginner
asked in Self Serve
Prepaid to Monthly

My father has a prepaid line that I switched to monthly during black Friday so he could upgrade his phone. I used a promo code that was specific for switching from prepaid to monthly. However, he never received any emails to set up his monthly self serve account. How do I switch his self serve account over to monthly and will his prepaid line cancel itself?

191
Flo Koodo
14 days ago
S
Scott MorrisonConnector
asked in Self Serve
mesh system

Is Wi-fi 6 lite router compatible with my Eero mesh router system?

243
S
15 days ago
D
DeeMarieBeginner
asked in Self Serve
Lost and then found phone (no longer accepts SIM)

Hello,I lost my phone at the end of the summer, so reported it lost/stolen and then bought a new phone. I just found my lost phone and want to give it to a family member,  but now it won’t accept his SIM card. At the Apple store they said that it is on some registry as being blacklisted (i.e., stolen) and so I need to clear that so it will accept another SIM. Right now it just shows the SOS, but not Koodo when I insert my family member’s SIM card (no other functional SIM cards work on the phone either)Is there anyway to deal with this online? I tried to reactivate the phone via Self Serve, but that doesn’t work because they ask me for the phone number which is associated with my new phone and so is listed as “active”. Please help! I’ve already spent hours on this (not to mention the hours originally looking for the phone and then the money to buy a new phone).Thank you very much!  

221
Flo Koodo
15 days ago
W
WillWeberBeginner
asked in Self Serve
Bringing My Own Phone to a Current Plan

I am currently a Koodo Customer, with a current Koodo plan that I like. My current phone is an iPhone 11. I would like to buy an iPhone 16 Pro Max  from the Apple Store, and start using that with my current phone plan. The only problem Is, iPhone 16s use an eSIM whereas the iPhone 11 uses a physical SIM card. How do I make the transfer? Koodo is so horrible to deal with, and id like the transition from phones to be seamless and not impact my phone plan.

281
O
15 days ago
R
RaysOrganizer
asked in Self Serve
Can't access internet and subscription

I can’t access my internet and subscription in self serve it always says “ Sorry, your subscriptions list is not available at this time. Please try again or check back later.” I called this issue also to Koodo and they said they will call me back never heard from them again. Hope someone can help me solve this issue thank you in advance.

453
Jarrett Greenwood
15 days ago
R
Reefy2025Connector
asked in Self Serve
New Activation and Self-Serve Issues

Like with other people, a callback cannot be scheduled.I am a new customer. I wanted to move two lines from another carrierI signed up Nov. 30th via the Koodo website for the Black Friday BYOD deal. There was no option to set up a second line from the beginning, but Koodo community posts said that can be done after setting up self-serve using that first line.First problem is,  I still have no temp phone number/account number/follow up email sent to me from that initial transaction.Second, in fear I would be unable to set up self serve for my initial order in time to get the same deal for my second line, I called in later on Nov. 30th to set up line 2 manually over the phone. I don't know if this was done on the same account created by my online activation (I did mention the online activation to the rep), but unlike the online registration, I did get a follow up self serve activation link, an account #, and temp phone number via email this time. Though when I logged in, I am only seeing

719
Darius Koodo
15 days ago
S
simoBeginner
asked in Self Serve
change mobile number is dead of website

Hello there, Today, I wait for few hours and then try few times the change mobile number function but it still show me an error, i tried the  Koodo Assist but It totally not work for me...bad experience for first time user.

285
S
17 days ago
I
I am very angryBeginner
asked in Self Serve
How can I schedule a call back when I don't have Facebook?

How can I schedule a call back when I don't have Facebook or twitter account and I do not want to have an account. That means I am not able to use the chat with the koodo robot asistant. 

355
D
17 days ago

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