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Self Serve

All discussions about Koodo Self Serve.

  • 527 Topics
  • 2,153 Replies

527 Topics

D
DrussBeginner
asked in Self Serve

Cannot add BYOD line online?

Hello, I’m having troubles using the Koodo mobile website. I moved my phone over from Bell and have been happy with the services/plans offered by Koodo. I would now like to add my partner to my account, but I cannot seem to do so. I follow the instructions provided here: https://www.koodomobile.com/add-a-line?INTCMP=KMNew_NavMenu_Shop_%20AALlandingPage#howkoodo and it adds a SIM card to my cart. Instead of having the option to checkout, it only leaves me the option to “Add a plan”, which I select the $50/month BYOD 10GB plan with the $170 bill credit promo, and once I do, it asks me “Do you want to switch to the Canada-wide $50 - 4G LTE speed plan?" This is my only option, and I cannot seem to get past this no matter what I try. I don’t want to go to a store because I don’t want to pay a connection fee or an admin fee.Any help would be appreciated.Thanks,Tom

4
D
2 years ago
X
x36baiConnector
asked in Self Serve

cancellation

How can I cancel my Koodo account in China, where I cannot make a call or use facebook? 

7
X
2 years ago
Ravynn
RavynnConnector
posted in Self Serve

Not receiving texts

I haven’t been receiving texts/calls since early Thursday morning. I haven’t changed anything prior. I cleared out both messaging apps cache/data, restarted phone, took out SIM card. My texts come  through only if I call someone or if I text myself. How do I resolve this?

1
Sophia
2 years ago
J
Jorge CorzoBeginner
posted in Self Serve

Payment Error on Koodo Website

I have trieed to pay my Koodo Bill yesterday and today, with two different cards (1st Koodo payment, just hired the line - postpayment), but after the whole card submission and security codes, in the part of the process it says “Error, refresh page or try later”, but this mistake is in your end at Koodo. Please fix it. 

5
D
2 years ago
S
sandywOrganizer
asked in Self Serve

no dial tone landline hub

no dial tone landline hub

3
Allan M
2 years ago
Y
YLLBeginner
asked in Self Serve

No dial tone on land line

I  have no dial tone on my landline-day 4 now.  All hub lights are green, but I have tried unplugging and plugging back in anyways. Still nothing  

2
Y
2 years ago
S
SetibfrBeginner
posted in Self Serve

How can I change my credit information for Automatic top-up (or in general!)?

How can I change my credit information for Automatic top-up (or in general!)?

1
Allan M
2 years ago
M
MaraviclinBeginner
posted in Self Serve

changing names associated with phone numbers

My account is shared with my two children and most recently, my husband. When it was initially set up, my two children and I added our phones and all numbers are listed in the account with my name. This year, my husband joined us and I was prompted to add his name during set up. I was hoping to be able to add my kids names to their phone numbers but am unable to do so. Any ideas?

1
D
2 years ago
H
HayleyLConnector
asked in Self Serve

just want to change plans, why the sim card?

I already have a phone and a plan with Koodo. I just want to switch to a better plan. When I add the plan to my cart (the $50 with 10G of data) it adds a SIM card to my cart. I don’t need that though do I? I can’t seem to just switch to the plan. 

19
D
2 years ago
M
mr.fred.maBeginner
asked in Self Serve

Why is Koodo's online payment offline so often?

Many organizations provide end users with online access these days.  Koodo’s bill payment seems to be frequently offline, so users have to create new calendar reminders to retry.  Surely in this day and age, this should not be necessary.

5
Dinh
2 years ago
W
wynenConnector
asked in Self Serve

Have two phones/plans on one account. Changed one plan this month, now I can't change the other.

Am I locked out of changing my second phone’s plan because I changed the other phone’s plan this month?

3
Mayumi
2 years ago
N
NabbersBeginner
asked in Self Serve

Can not change plan through self serve

When I attempt to change the plan for one of my accounts I get this error message. I have not changed this plan anytime recently in the past (been over a year). 

2
Julia Koodo
2 years ago
D
dbamboomzAdvocate
asked in Self Serve

Help! Upgrade?

So I’ve been trying to upgrade and I’m unable to do so online because I am afraid to lose any sort of grandfathered promo. I tried to talk to a rep 2 times and got disconnected, they just go quiet! It’s a little frustrating trying to renew my contract I cant do. Can someone help me please!!!!!  Side note, I’ve had a technical issue with my Iphone 11, its almost like the sound is so quiet when calling or facetiming, Idk what to do. Its not very nice especially opening up a brand new phone, was not refurbished. Who do I contact? What do I do? 

7
M
2 years ago
Sha P
Sha PAdvocate
asked in Self Serve

Sim card

I end up losing my sim card so i dont have a line anymore to call or do nothing and searching for it has been a struggle what do people do when they lose they sim card and my actually koodo account its uh nothing working wit this nor will i take the time for cause my koodo account isnt approved and i think i had just one month left until i finish paying is this a big issue or can i just get a new sim wit the same stuff cause dont really know who do i see to get help cause no line not really tryna go outside and uh your helper is a bot yall need real people oof 

5
M
2 years ago
A
alexkittyBeginner
asked in Self Serve

My phone is dead. I want to order a new one online, but it has my wrong address and the system won't take my address

The profile won’t update my new address. I can’t call anyone to fix the problem. What do I do?

6
D
2 years ago
E
emillkBeginner
asked in Self Serve

Transfer number from a multi-number plan

I just signed up with Koodo so I can have my own plan with data. I have been on a family plan and would like to transfer my number since I have so many things connected to my existing number.The steps are easy to transfer the number but I read that Koodo cancels the previous phone plan service for me automatically. Since my family is still using that plan I want to make sure their plan isn’t being cancelled. I would just like to keep the number from that plan and transfer it to the plan I have now with Koodo. If I transfer my number the traditional online route, will it impact their plan or will it just remove my number from their end?

5
Allan M
2 years ago
O
octavian_tokaBeginner
asked in Self Serve

Buying a new phone, same plan

Hi all,My current phone is broken / dead. When i’m trying to buy a new one (keeping the same plan), on koodo’s web-store, at some point it asks my cell number to send me a verification code before I can proceed with the transaction. Is there any way to bypass this step ?  (Whoever planned the website, didn’t think about this situation ?).

2
Bernard Koodo
2 years ago
J
Jocelyn379Beginner
asked in Self Serve

Two-step authentication when I try to check out – with no phone

I’m trying to get a new phone on the self-serve page, but as the last step, it sends a code to my phone (which is broken – hence me trying to get a new phone). There is no other option on the page. Does anyone know a way around this? 

2
R
2 years ago
M
marianne77Coach
asked in Self Serve

Payment info

I am a Post-Paid new customer, I’m just wondering how long it usually takes for a payment to be reflected on my Koodo account. I paid through my online bank, using my account number as a bill payment. I like to stay ahead a month on my payments.Thanks

2
D
2 years ago
H
handyBeginner
asked in Self Serve

eSim voucher

I bought eSim voucher and would like to transfer my sim to eSim. I tried self serve to add new eSim, but when I get verification email/sms it says error and I should try later. this happened with text and email confirmation today and yesterday.finally scanned the QR code and added the eSim to my phone. trying to self serve new eSim: “come back later” any advise?

3
Dinh
2 years ago
K
KareldeebBeginner
asked in Self Serve

eSim didn’t work abroad. what are the options?

After I traveled to Egypt on vacation, I found out that eSIM on my iPhone doesn’t  work here. What are the options I have to keep receiving messages? Do I need to get a new sim from Koodo? How can I get it shipped to Egypt?

2
M
2 years ago
M
mixmixBeginner
asked in Self Serve

Koodo Number Change - Porting / 2FA

Hello, looking for some guidance.I currently have a Toronto area code number and moved to Halifax a year ago.I need to retain this number for business purposes, but want to change my phone to a local Nova Scotia number.Ideally, this would involve porting my 416 number to VoIP.ms, then forwarding all calls and SMS to a new NS number given by Koodo.Does anyone know if this is possible? I worry Koodo will only allow a port if I cancel my account, or a new number if I give up my old number.I plan to eventually release my 416 number, but I do need it active for many current business contacts and 2FA SMS messages.

3
Sophia
2 years ago
A
alynnmrOrganizer
asked in Self Serve

Transfer number - when can I know i can change the sim to Koodo

Hello,I transfer my number from another provider to Koodo and got the text message asking for verification. I responded right away however I am wondering when can I change the sim card on my phone because after that text message there is no notification that its safe to change the sim.

9
A
2 years ago
A
AsheTBeginner
asked in Self Serve

Bought a new phone, its coming soon. How do I make it have the same number as my old koodo phone? And will I have 2 bills?

I just upgraded my plan and bought a killer new phone to replace my dying phone. But looking back at it how will I get the same number with that phone and will I end up with 2 bills since I haven't canceled my old phone yet (no idea how to do that either) 

5
A
2 years ago
T
T3J2Connector
asked in Self Serve

Abnormal Data usage recorded

I’ve had this problem before in the past where an abnormally high amounts of data usage was recorded during times where either data was turned off or during times when I’m not using my phone. During this current cycle, Self-Serve showed that between 7:55am - 8:17am, a total of 3.4gb was used. at 7:55 about 1.5gb but at 8:17 exactly 2.2gb was used. 3.4 gb in roughly 20 mins.  As this has happened in the past, I’ve contacted Koodo previously and have taken all their steps to restrict data usage. They even got me to contact Apple support to make sure nothing was wrong with my phone (which I did and Apple confirmed my phone is fine). Since the last time this happened, I also downloaded a data manager to track my data usage in more detail and by the time Koodo told me I used up 100% of my data, my tracker showed me I had 1.4 gb left. I compared how accurate this tracker was to Koodo’s self serve log and in general, the tracker is pretty accurate.  When I’ve reached out to customer support,

9
D
2 years ago

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