Managing your Services

Hi, I recently received an e-bill from Koodo Mobile for April charges. However, I have not even activated my account yet. I am still waiting for the SIM card to be delivered, and my phone cannot be used without inserting the SIM card. During this waiting period, I was surprised to receive a bill requesting payment. Could you please explain why I am being charged before my service has even been activated? I only signed up for the plan, but I have not started using the service. I would like this issue to be clarified and corrected, including any incorrect charges being removed.

Hello,I received an additional final bill, which includes a CAD 10 charge for canceling my pre-authorized debit transactions. There are no other charges on the bill. I canceled the pre-authorized debit after already paying my final bill of $14, so I’m unsure why Koodo charged me an additional $10.I’ve tried using Koodo Assist, but it’s not allowing me to speak with a live representative, indicating that my phone number doesn’t match the account. This may be because I no longer have a Koodo number, having switched to another provider.Can anybody please advise how I can reach a live representative who can review and address this issue?Thanks!

Saw a deal, couldn't add online.Called to add it, operator offered "something better" for $30 minus the monthly pre Auth discount. $15 fee was charged. Pre Auth discount didn't apply so I paid a fee to pay more monthly on a different plan than what I asked for... Is there any way to help get the pre Auth discount error fixed? I double confirmed with the operator that it would apply.Also, I have been unable to choose a perk online for the last 3 months. 

Hi everyone,I just recently joined Koodo and ran into a perk issue. When I selected “Unlimited long distance,” I received a message saying “Your plan has been updated,” but I never got a confirmation email. Also, the perk does not show as selected in my account.I’ve tried going through the change‑perk process and selecting a different free perk, then went back and re‑selected my original option. However, it still isn’t working.Has anyone else experienced this? Any ideas on how to get it fixed? Thanks!

Long story.  I used to have Koodo as my mobility AND streaming service provided.  I recently moved to Telus for my mobility needs and kept the Stream+ subscription with Koodo (it’s a better deal). I have activated Netflix, Apple. Disney, Amazon Prime all successfully BUT I cannot for the life of me “launch” TelusTV+ which is part of the subscription.I suspect it is because I have two accounts under the Telus / Koodo domain so I recently changed the username for Koodo to a different email address.  I still cannot login or “launch” the TelusTV+ app on my PC, phone or Firestick.Lastly, I have tried repeatedly to get someone on the chat or on the phone but it would seem that they only support mobility plans (pre-paid or monthly) and internet.  Because I have neither, I can’t proceed through the menu to actually get an agent either to chat or to arrange a call back.If anyone from KOODO is reading this, I could sure use some help.  Thanks. 

Hi, I need help with a billing issue. I originally took a plan that was around $38.42/month including tax, and I’ve been paying that for months.Recently my bill increased to $44.07 and now $51.98, and my account is showing the plan as $46.00, before tax.I did not request any plan change, and I didn’t get any clear notification about this increase.Can anyone please explain this?

Hi Koodo Community,I wanted to share my experience and see if anyone else has faced something similar.A few weeks ago, I ported my number to Fido. Shortly after, Koodo’s Winback Team called me and offered a deal: I would get an additional $10 if I used autopayment, even if it was with a credit card. That sounded fair, so I agreed.Now, after a month, I received an SMS saying that the offer only applies if I use a Bank account autopay, and not a credit card. This is extremely frustrating and feels like a bait-and-switch. I was promised something, and now I’m being told I don’t qualify because of a technicality that was never mentioned.This kind of misleading offer is really disappointing, especially from a brand I trusted. Has anyone else experienced this? Does Koodo actually honor the original promise, or am I out of luck?I’d love to hear if there’s

We were experiencing very persistent issues with our koodo internet connection since the spring thaw started here in Ottawa. Streaming would buffer or just stop, some pages failed to load unless we refreshed the browser. Generally, 1 of 5 requests needed a second try. On the modem, most high frequency channels observed millions of errors. Yesterday, Koodo replaced the modem and router. A tech also came out to redo the cable connection in the house and supposedly outside the house. The connection is better from what it was after these changes but still has the lag when more people are home.  I reset the modem counters last night. Waking up today, I am starting to see a few channels again with millions of uncorrectable errors and larger swings in power from 4 to -9.  The Rogers tech is looking at SNR and power which look to be in acceptable margarins. The errors and continued lag/buffering is a concern. Is this error rate normal for cable internet or

I changed providers before my billing period began as I’m no longer with Koodo. But my bill doesn’t reflect that. Koodo Assist can’t find my old # to connect me to an agent.  How convenient?!when will  my bill be fixed so it shows a ‘zero’ balance?  

I was late on my payment, and got cut off, last night I made my payment, so far I’ve reported my payment twice, and it said it would be reconnected within in an hour of restart, which didn’t happen. Then it said my data was blocked and wouldn’t let me on to the app, which isn’t even an app. How do I get my service back on? 

Following the steps to change my email address and since I have 4 lines, I am prompted to choose a line. I choose the first one that was on the account and it goes to a blank screen with the spinning wheel of death. Does that with all the lines. used three different browsers.Is it me or the system?

Hi,After I updated my plan I am unable to add my free perk which is unlimited long distance pack for 27 country.

To add the Smart + bundle , I would need to wait till the first of next month to cancel Netflix and Prime from my cable provider?  

I have been trying to add rollover data for my pick a perk on my account.  It allows me to select it and confirm the changes and states that a confirmation email was sent but i have not received any email and I checked my junk mail as well.  There has been no changes to my account.

Hi, switched to Koodo and everything works great except the Pick my perk (5g boost). When I try to add it, it does nothing. Saw it’s maybe a common issue. What could I do to fix it?

I want to know why this bill suddenly went up in price.

Hello, I’m encountering the same problem as many others. I am trying to add my free perk in Self-Serve (specifically 5G speed boost), but it will not register despite going through the adding process repeatedly. I’ve tried various browsers, incognito/clearing cache, and adding different perks (the workaround some reps are saying to try), but none of them go through. Please help, I’ve been trying for over a week and it still hasn’t changed. I’m losing out on the features I signed up for when joining this plan :(I signed in using self-serve credentials, so hoping a rep can assist me.

I have the free perk for international calls and figured out international calls are not enabled for my line. I got to know I will have to add the pay per use international call Add-on, however, it is not shown on my self serve. Please add it and confirm I wouldn't be charged as long as I use the given minutes from the perk. Thanks

Hi there,my phone was on roaming in the US for 1 min before I realized it Is there a way to waive the $16 charge. I was also charged for add min and wouldlike to know why?thank you

I’m absolutely perplexed. I previously had posted on here about koodo saying they were going to raise my price despite me being on a 2 year contract. I had a staff member reply but now that post has been archived or deleted. I phoned into koodo and had a rep contact me / email me to promise me that that increase would not apply to me, but it ended up applying. So what now? 

I was charged for roaming today, April 4, 2026  while riding to Port Renfrew on Vancouver Island.This has happened previously and I was forced to contact the CRTC in order to get the charge reversed.Koodo support is basically useless as they use an AI chatbot that is incompetent at best.I would like to hear from a representative to repeal the roaming charges before I have to contact the CRTC again ( that got a quick response the previous time).  

I was advised that I would reduce my plan cost by $10/mo. if I changed my payment method from credit to debit.  I got part way through the process, when I was told that they use a company called Plaid and to input my banking info.  I was asked to input my bank account number, which I did, then asked for my password, which I was told by my bank not to do..  Fortunately, I could choose an altenative option, the manual option, which did not request my bank password so chose this route.  I would like to know if requesting a bank password is legal, and if not, what action needs to be taken?

I would like to purchase a 14-Day Europe Travel Pass for my trip that I leave for on May 8. It says to use by May 9th. Does this mean that if I purchase it now, I can activate the 14-day period starting anytime before May 9?

Both my wife and I purchased EUR30 travel passes on the self-service site a few days before we travelled. However, there is no confirming email or record of it anywhere in transactions. I read that the moment we roam in Europe, there will be an entry made on transactions charging us the $60 on the first day of use. However, we made landfall in Paris early on April 2nd, but there is no record of data use on the 2nd or 3rd, nor any entry in add-ons or transactions, even though we have turned on roaming and have been using it extensively. How do I confirm that EUR30 is active so I do not find out after my return that I was charged the daily EasyRoam International rate instead of the EUR30 travel pass rate?

Hi Team,I am currently outside of Canada and my phone got lost during a car trip.  I need the full procedure to deactivate my current physical sim card and also to re-activate an eSIM remotely with the same number. I’ts hard for me to come canada right away as I left recently. I would appreciate all the info i can get. Thanks in advance