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Self Serve

All discussions about Koodo Self Serve.

527 Topics
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527 Topics

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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!

2 years ago

Emejia4Beginner

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.

2 years ago

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?

2 years ago

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.

2 years ago

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?

2 years ago

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?

2 years ago

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

2 years ago

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?

2 years ago

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

2 years ago

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.

2 years ago

SNZBeginner

posted in Self Serve

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

2 years ago

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)?

2 years ago

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?

2 years ago

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

2 years ago

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?

2 years ago

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!!

2 years ago

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.

2 years ago

PhamThongBeginner

asked in Self Serve

canceling a Koodo phone number and reusing it in a different mobile network.

How can I cancel my Koodo account? And can I reuse the same phone number but by another mobile network?

2 years ago

Weiyi ZhuBeginner

asked in Self Serve

Reactivate an old prepaid account

I’m a koodo prepaid costomer. I left Canada last year, I stopped my monthly plan. And i am back now, i want to continue using this phone number, but i cannot log in my self serve. I tried to change password, but I can't even verify my email.

2 years ago

J.S....Beginner

asked in Self Serve

Address Change

I have been trying to change my address for days and the system reverts it to the old one. I have tried different browsers, my phone, clear caches and all the advice I have read on here. Still no luck and I’m desperate to purchase a new phone tonight. Help!

2 years ago

mikenmeggoBeginner

asked in Self Serve

Unable to access Mobile Services for new line

I am trying to port a telus number to the new line as I just received the sim card but when I go to Mobile Services it says an error has occurred. This does not happen for the original line that is still open.

2 years ago

MC333Beginner

asked in Self Serve

Problem accessing/Setting-Up Voicemail

Hello, I just got a new phone today (Motorola Moto G) and switched from Telus to Koodo, and I am now trying to set-up/access my voicemail. After dialling into the voicemail (either with the voicemail speed dial or calling my own number) and then choosing the language, I am then asked to enter my mailbox number. I’ve tried entering my own number here when prompted, but it only sends me back to the start again where I am asked to choose my language and then again to enter the mailbox number. At no point am I prompted to enter a pin or to set-up a pin. What am I doing wrong?ThanksMC

2 years ago

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