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Self Serve

All discussions about Koodo Self Serve.

  • 462 Topics
  • 1,766 Replies
462 Topics
C
crowlandboyBeginner
asked in Self Serve
How do I get my number ported to Koodo but still keep my account with previous mobile provider

How do I get my number ported to Koodo but still keep my account with previous mobile provider because it says that as soon as Koodo ports my number it will cancel service with that company ?

3174
BobTheElectrician
2 years ago
R
ryan08Connector
asked in Self Serve
Can BYOD and activation be done completely online? (from overseas)

I’m currently overseas and I’m thinking of switching to Koodo. Is it possible to activate and use my phone without having to be physically present, such as to receive a sim card? I would need an esim and it looks like I could have someone purchase one for me and send me a picture of the QR code, so I guess I need to know if I need a physical sim before switching to esim?edit: I’d also be porting over my number from Shaw mobile

4657
R
2 years ago
H
Helen DPConnector
asked in Self Serve
How do I change my online phone model order?

Hi anyone, please help me. I just placed an order today for an iPhone 12, but I realized I want iPhone 13 since there’s only a $10 difference per month. How can I change my order of iPhone 12 to iPhone 13. My order is still in review status. Thanks in advance…

1533
R
2 years ago
bellboy2012
bellboy2012Beginner
asked in Self Serve
unlocking a phone

how can I unlock a koodoo phone tried online but not working

3523
R
2 years ago
Melissa Bijker
Melissa BijkerConnector
asked in Self Serve
iphone 12 on 3G network

Just purchased my phone and it is showing 3G network.  It’s supposed to be 5g. 

7879
R
3 years ago
pigteam
pigteamOrganizer
asked in Self Serve
Convert your physical Sim to an eSim on the same iphone

Good afternoon Guy and Gel, I have question about the eSim.. I am using iPhone, according to apple web site, i can convert the regular sim (in use, not the brand new) to eSim without buy any eSim voucher. Also that it mention that i can do it another way around. ( but i am sure that did we need the non active sim card).convert your physical SIm to an eSim on the same iphoneIt make me so confusing, I hope the expert can help me out.Many Thanks.Geoffrey

47036
G
3 years ago
V
Vilma Luciani SandifordBeginner
asked in Self Serve
voicemail out of service?

I cannot access my voicemail. When I call (the same number I have been calling for years) voicemail, I get the following message:6UT1 not in service HELP!  It was fine yesterday!

87112
R
3 years ago
A
AngryJackBeginner
posted in Self Serve
literally cannot change my password or login.

im trying to log in. my password doesn’t work. resetting the password doesn’t work. all support options lead to the website. no phone support options. literally unable to access my account. all I wanted to do was log in and pay my bill, but at this point I think I need to cancel my account as well. but I can’t even do that!@ no phone customer service and I can’t go online. this is so pathetic.

8553
Bernard Koodo
3 years ago
L
Lorraine HollingerRockstar
asked in Self Serve
cant use wifi calling - number not reconized

Finally with tier 3 help got my account set up.  Whole reason I switched to Koodo was to use wifi calling.   When I try to set it up it says it does not recognize the number.   Help me please ,- so frustrating.

241710
L
3 years ago
T
tghocsonAdvisor
asked in Self Serve
Porting: Number transferred but SIM card is still the new Koodo Number, porting didn't work!

I ported my number from Public Mobile, but the Koodo SIM card is still under the “temporary/new” koodo number. My public Mobile sim does not work anymore. When i log into self serve, the mobile number is updated to the ported number. I tried calling my ported number it says “cannot be completed as dialed...”. When i try using the koodo SIM, it still uses the number that came with it. How should this be fixed? It’s so frustrating. Please help.

2181
Mayumi
3 years ago
M
MechMan25Beginner
asked in Self Serve
Invalid order number

I ordered a phone a week ago and checked the Track your order under self serve.I inputted the order number that Koodo emailed me (copied and pasted it) and it is coming up as “Invalid order number”Any thoughts on what the problem is? 

6982
M
3 years ago
L
link2110Coach
asked in Self Serve
Remove VoLTE

Does anybody actually know how to turn off VoLTE? It’s not an option I can toggle on my phone, so I found an option in my Self Serve Add Ons. I removed it, got the confirmation, and nothing happens.  I literally have to turn off LTE right now, since my apartment buzzer does not work with VoLTE calls, specifically on Telus/Koodo. Apparently works with all the other providers though. Did the whole song and dance with CS and they weren’t very helpful. 

96421
R
3 years ago
L
LGNBeginner
asked in Self Serve
Bringing my old number over ends with an "error occured" message

I’ve tried repeatedly on 2 different computers to bring my old phone number into my new koodo account.  After submitting all my information I get a message that reads “error occured.” Not sure what I’m doing wrong or if it is a system error.  Anybody able to help me?

2012
L
3 years ago
A
abdelrahmanBeginner
asked in Self Serve
How can I cancel the plan for one month only?

I’m travelling for one month so I wanted to stop my plan for this month. How can I do it?

3322
R
3 years ago
Ingrid_27
Ingrid_27Beginner
asked in Self Serve
Transfer of ownership

Hi there Koodo community,I am trying to find some answers regarding doing a transfer of ownership to my daughter (as she is old enough now to handle her own bills). I understand that both the old and new account holder needs to be present. But for our situation, I am currently in Hong Kong and due to the pandemic +work reasons I am not able to fly over to Canada and do the transfer of ownership. Just wanting to know if we could perhaps do a 3 way call with the koodo rep and proceed with the transfer of ownership?Thank you

20367
D
3 years ago
S
ssbyshiiBeginner
asked in Self Serve
Someone else using phone number?

I got two text messages from a Koodo number the other day giving me the number of a PIN. I wasn’t sure about it and thought it was just a scam so I ignored it. But that same day I got an email from Koodo asking to rate my recent customer service experience, even though I never contacted anybody. I was wondering if this could all just be a mistake/scam, or could somebody else actually be using my phone number? I went on my account and double-checked my bills and whatnot and everything looks normal to me. Is it something I should worry about or just ignore?

4094
D
3 years ago
K
Koodo agents AWOLBeginner
asked in Self Serve
Stolen phone and no way to activate new SIM

Incredible waste of time. trying to get my new SIM card operational after my phone was stolen.  Unable to get verification code to register new SIM.  Koodo won’t allow me to get it by email due to email account not being active 48 hours?  (I’ve had the email years).  So choosing the “text” option, nothing arrives.  There is no way to resolve this at the kiosk level either as the agent said it had to be done from home.  And as we all know, Koodo agents are few and far behind and no way to get a call back either (as you have to use a mobile phone, which I currently don’t have as the phone was stolen!   No land line or email option is available. Who invents this maze of run around?  It’s clearly intentional because you are locked into a contract and they don’t give a rip.  I’m so pissed off I want to just kick Koodo to the curb and get a company that actually has customer service personnel rather than the maze of going nowhere.  What am I paying for anyway?! I’ve done everything, reactiva

7624
K
3 years ago
S
SACMGPConnector
asked in Self Serve
Current usage not available

When I log into self serve and try to look up my current usage (data, messaging and airtime) I keep getting a message it's not available and to try again later.I've been trying all evening with the same message. 

5276
S
3 years ago
S
SNZBeginner
posted in Self Serve
My Sim suddenly stopped working, is the network down in Ontario? The online koodoo rep isnt available as well

My Sim suddenly stopped working, is the network down in Ontario? The online koodoo rep isnt available as well

561
D
3 years ago
W
WellnessMoiraBeginner
asked in Self Serve
Moving to Newfoundland

I am moving to the Burin area, Newfoundland from Burnstown, Ontario and would like to keep my existing phone number and plan… is this acceptable and do I need to do anything (i.e. calling Koodo or visiting a kiosk)?

2055
G
3 years ago
J
jeevesbondBeginner
asked in Self Serve
'Sorry, this information is unavailable right now. Please refresh the page' error

Error message where plans should be. I’m trying to change my plan, but where the plans would normally be is the error message shown above.I have tried refreshing multiple times, waiting a few days and coming back, using different devices such as mobile and desktop, and different browsers (Chrome and Firefox). Nothing works, I always get the above error.Also, other phone numbers are tied to this account and viewing / changing plans on those works fine.Can this be fixed, can I change my plan?

90318
Chris Koodo
3 years ago
H
HuddersfieldBeginner
asked in Self Serve
Cannot activate call control

I’m looking for some assistance in activating call control for my new Koodo number. I am able to navigate to the call control page on Self-Serve, but every time I click the “Start Using Call Control” button the page shows the standard loading animation and then drops me back on the same page prompting me to “Start Using Call Control”.My browser console shows the following error:So far I have tried:Clearing my cache and cookies. Different browsers. Different computers. Over a VPN and not. Swapping between LTE and WiFi.None of these have worked.Others seem to be reporting this problem also: I have also tried to speak to a representative by arranging a callback through the Koodo Assist Digital Rep to see if I could get it sorted that way. I arranged it for 1pm Friday, received no phone call or text message, and then on Saturday morning at just before 7am I get a “Heads up!” text and 3 missed calls… as I was asleep and my phone was on do not disturb.So far I am not very impressed with my e

5175
Bernard Koodo
3 years ago
C
Cindy007Beginner
asked in Self Serve
im getting my texts come as emails as well

Certain of my texts are also being emailed to me as well - not sure how to turn this feature off. We both have iPhones. Any ideas how to stop this?

5882
M
3 years ago
H
hrhOrganizer
asked in Self Serve
SIM not working

Hi all,  We've recently migrated from Virgin to Koodo, and someone else (not me) went to the kiosk to buy the SIM cards. The phones keep saying that SIM card is not supported, and there is no technical assistance number for new customers to call, can someone assist with this issue?Thanks!!

83513
H
3 years ago
A
ac001Connector
asked in Self Serve
Trying to replace my SIM card - getting invalid SIM number message

I have just bought a new SIM and I’m trying to replace my old one online.When I type in the 19 digit number I am getting the message:Invalid SIM number; please check the 19-digit number entered I have double checked the number, I am not typing it in wrong.I also went to the activate SIM page and tried there. I get the same message. I bought this SIM from a telus store.

4812
A
3 years ago

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