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Self Serve

All discussions about Koodo Self Serve.

  • 500 Topics
  • 2,070 Replies
495 Topics
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Johnjr PalogOrganizer
asked in Self Serve
Unlocking Phone

I have a Samsung phone given to me by my relatives living in Canada that I want to use here in my country, but it is locked, and I have no idea what network they used before or how to unlock it. I'm hoping someone here can give any tips. thank you in advance😊

3858
Dinh
J
Jonathan RotsztainBeginner
asked in Self Serve
Call back fake

I “chatted” with the virtual assistant and requested a call back. Get the call back. Press 1. Rings for five whole minutes and no one picks up. So the whole call back thing is fake right? Just another ploy to ensure my issue isn’t resolved? I truly despise Koodo and its owner Telus and will be switching providers today.

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Toronto_koodo
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Darby1Beginner
asked in Self Serve
How to add daughter to account

My account is in my name. How do I add my daughter to the account so that she has the ability to upgrade her phone in the store without me being there?

1512
Mayumi
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MarcoChoBeginner
asked in Self Serve
Enable Wi-Fi Calling - To allow Wi-Fi calling on this account, contact Koodo

Hello, I have an IPhone SE (2020) with IOS 16 and I am unable to activate the Wi-Fi calling feature. I really need this because cellular signal is very poor in my neighborhood. Can you help ? Thanks. Marco.

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M
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KentHBeginner
asked in Self Serve
contact carrier to turn on wifi calling

I've tried turning on wifi calling and get the above error message. I'm a monthly customer. I've read the article about wifi calling and VOLTE. the VOLTE option doesn't appear in my Google pixel 3a settings either. Koodo assist is no help and there doesn't seem to be an option to talk to an agent. Please help.

1443
Bernard Koodo
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ArithRockstar
asked in Self Serve
Unable to change address through self serve

I’ve tried several times over the past few weeks to change my address. Every time I try it says it might take a few minutes but the change was successful. Next day, it’s still my old address. Anyone have assistance they can send my way?

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Y
YukCoach
asked in Self Serve
help wont open turns black

I want to speak to Koodo because my phone will not connect to a USA phone number. I called Koodo and the machine told me to start with CHAT, and sent me a text with this link. When I try to open it nothing happens for a few seconds then Chat flashes on and the screen immediately turns black. Happens again and again. HELP PLEASE

24614
Y
Kathleen Mae Lee
Kathleen Mae LeeConnector
asked in Self Serve
signing in

Why cant i get into my phone right password and no and cant talk to real person come on

17711
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Toronto_koodo
Toronto_koodoGuardian
asked in Self Serve
2nd rate plan change under transaction history that keeps updating dates

Under transaction history there is a second rate plan change entry. I have been observing that the date for this rate plan change is shown one day in advance. Yesterday(Jan 17) it showed Jan 18 and today it shows Jan 19. The one on Jan 9th makes sense because I was in contact with Koodo to change my plan. This has been changing automatically since Jan 12 which was the same day my request for replacement phone was submitted. Probably have something to do with that? Most likely the date increment will stop or the 2nd rate plan change will disappear once Koodo receives the defective phone back? Anyone have any idea why? @Koodo @Koodo Community Team @Chris Koodo @Lavinia Koodo @Flo Koodo

29514
Sophia
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reviArangan .Beginner
asked in Self Serve
Unable to schedule a call back

Selfserve is not letting me to avail black friday sale. The stupid Koodo AI is not letting me schedule call back. My first worst experience with Koodo in more than 10 years. Please bring back customer service number.

7275
Toronto_koodo
J
jraynephoneBeginner
asked in Self Serve
How can I get to customer service? Two months and no luck

I have been trying for two months to get in contact with Koodo customer service… All I need from them is to place permission on my account so that a secondary number can be taken over by someone else on their own account (ex boyfriend). He has called to have it done but they need me to call and give permission. I called on many occasions and waited on hold for very long. Twice I’ve waited for at least an hour and had the call just drop/disconnect without any reason. I have scheduled at least 8 call backs, however I will get a voicemail without getting a call to answer…. Now when I call customer service I can’t even talk to anyone it only gives you virtual assistance and call back scheduling. I’ve even called a local koodo store and they wouldn’t help me… How can I get help????? I am about to just cancel it all entirely at this point. It is so frustrating.

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M
U
UtilitarianBeginner
asked in Self Serve
Can't Activate Sim Card - Multiple Issues

1.) My phone (and SIM) were stolen 2.) I suspend SIM using self-serve 3.) I got a new SIM, am told at the store I need to use self serve to activate 4.) I un-suspend my account 5.) I try to activate new SIM 6) First 2FA option is to text my phone. Obviously this doesn’t work. It was stolen. This is why I need a new SIM. 7.) Second 2FA options is to email. I try to select. Am told my email needs to be active for 48 hours. No idea what this means. Maybe related to the account suspension? This is making it really difficult to recover from having my phone stolen. 8.) I wait 48 hours. Now I can no longer use account services self-serve as it loads a black screen and then does nothing. I have tried multiple computers and multiple browsers. It should not be this difficult to get a new SIM after having my phone stolen. Please assist me.

1591
Dinh
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BaddazzxAdvocate
asked in Self Serve
birth date record is incorrect

I spoke to a rep and was asked for my pin. I gave it to her and was told it was incorrect. Was then asked for my date of birth and that was wrong. Where do I find this info so I can correct the info

1454
D
Eric Noobinator Nepoose
Eric Noobinator NepooseBeginner
asked in Self Serve
First time user, is there any way to get support for this service as in talk to someone? or e mail?

i bought $25 prepaid and Boom it is gone lol. i didn’t even get a chance to decide where it was going now i am suspended and my phone isn;t even working. where did my $25 go to? Is this a scam? i didn’t have renew on it just took it. according to what i can see i have bought data with out being informed. all that was missing was the 5% tax. what can i do who can i talk to about getting help with this? or is this just an automated site with no actual support?

1023
Sophia
K
KwangBeginner
asked in Self Serve
Any way to bypass the 48h wait on the email verification?

Hi, After a long hassle due to the never-delivered sim card, I ported my number to Koodo after buying a new sim card. But then, it turns out that the sim card number that koodo has is the one that was never delivered, but not the current one that I have. In order to change the sim card number, I need to verify myself, and the email option tells me I am unable to do so for the next 48h. Is there any way to bypass this? Or do I need to live without a cellphone for the next two days? Begin rant: Sigh.. I should’ve never moved to Koodo. First the Telus rep who did the promotional offer gave Koodo the wrong address, then the sim never arrives, I get charged nonetheless with Koodo only reimbursing for parts of this charge, then I get told to buy a new sim, I go and buy one, but then this shop is not the “official” koodo shop so I get charged more than necessary which I don’t get reimbursed in full either. Then the Koodo rep who ported my number forgot to ask me my new sim card number so I am

1613
K
S
Subhasis Raha BC CanConnector
asked in Self Serve
Self Service Issue

I want to change my existing phone number in Koodo but SelfSerice is not allowing me to do so. Do anyone know if Self service still allowing users to change their number by their own.

1636
S
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bellkim90Beginner
asked in Self Serve
Unable to change my phone number

Good afternoon! I have transferred my phone number to Koodo from Public 2 years ago, and trying to change number at Selfserve but have an issue. For some reasons, whenever I try to change it, it automatically skips the option page and goes directly to Transfer status page. I already tried to fix it with rep 2 month ago, but still it is not working at all. Does anyone have any similar experience?

841
Sophia
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ArjanBeginner
asked in Self Serve
Transferring account issue

How do I transfer my account from my father's name to my own name? We are no longer on speaking terms and I wish to have my account fully in my own name and disconnected from My father, I have read over a lot of things and I have no clue what to do.

764
D
A
Anqi ChengBeginner
asked in Self Serve
can't reset password

I was trying to reset my password to pay the monthly bill. The password I set follows its requirements like adding uppercase letters and lowercase letters. However, it doesn’t allow me to reset my password, saying that “the password you entered is not valid. You can try 3 more times”. What can i do to this problem ??

6922
A
S
SinceriouslyBeginner
asked in Self Serve
Phone no showing

I am looking for a phone no. I called to Fredericton in Dec 22 and it is not there how can I find that no.

793
S
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RedheadBeginner
asked in Self Serve
cancellation of second line on account

I wish to cancel the second line that I have on my account because it is not in use. There is no tab going on it. Could anybody help me please?

9511
Allan M
C
ConnorDoubleYouConnector
asked in Self Serve
Tab is payed off, but I'm still being charged for it.

So, the title is pretty self-explanatory, but I’ll elaborate. Last month I made my 24th and final payment ($29) towards my current tab and yet my current bill is still asking for a $29 tab payment on top of my monthly plan. If I go to check my tab balance in self serve, it even says that my tab balance is at $0. So what gives?

23210
C
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bewellwithelleBeginner
asked in Self Serve
Out of Stock

I was hoping to purchase the Iphone 13 Pro, but it is showing the following: Out of stock - This item is unavailable right now From experience can I expect this to be back in stock soon? It is $0 down with a $39 tab

2141
Dinh
Y
YB 127Beginner
posted in Self Serve
Who can help me to fix it?? After my number was transfered to koodo, no one can dialed my number directly from their saved contact number.

Everybody confused to me: did you changed your number. Because when they dial my number from their saved contact, they hear the call control message and no one has the patience to hear the whole thing or assume. They think my number is no longer valid. How come and why come with this stupid message voice? Can help me to fix it? Thanks.

734
R
S
ScooteroBeginner
asked in Self Serve
easy roam US

I’m having trouble ading easy roam US to some of my lines. I get the option to add easy roam INTL but if forces pay per use for the US and I can’t find a way around this. Any thoughts on resolving this? Strangely, one of my 4 lines has both the US and INTL easy roam options activated.

1453
Boa_Guy Koodo

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