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Managing your Services

The place to ask all of your Koodo related questions

4195 Topics

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OliveHBeginner

asked in Other

Callback Assist / Non-Existent Customer Service

ovet the course of a few months, I have been trying to get callbacks with Koodo for ages and every time they call, their system isn’t registering my entry of “1” to accept the call. I thought that perhaps this could be due to my phone, being older, however, I have a new phone now, and then same thing is happening. This is incredibly frustrating because I need to get through to them, and of course they offer no other solutions. It should NOT be this hard to talk to a real person. Does anyone have any suggestions?

24 minutes ago

AR2001Beginner

asked in Plans & Add-ons

New phone and contract, data plan didn't show in contract

I recently got a new contract and phone with 5G and 100G of data that I requested and is on the contract. However I set up me new phone and term, nothing. I'm stuck with my old plan and 4G data. How does one get that changed to what the plan my contract says I'm paying for?

1 hour ago

Anjani NetalaBeginner

asked in Self Serve

Haven't received my canadian phone number

Hi Team, I have not received my Canadian phone number. Please help ASAP as my travel is today

1 hour ago

NicoleCBeginner

asked in Billing & Payments

Stream+ keeps activating when I don't want it

For the past 5 months, Stream+ keeps activating itself & charging me. I have myself, my husband and both my parents on my account and all four are being charged for Stream+. I have called in 3 times to have them take it off & reimburse me and the keep assuring me it won’t happen again. They keep asking if it’s someone in my family activating it and 100% it is not. The last person I spoke with insisted I change my password (which I did) saying perhaps my account was hacked. I’m at my whit's end with this. It is so difficult to actually get someone on the phone & I’m sick of having to deal with this. Seriously considering switching to another provider if this can’t be solved. Now today, the chat function to schedule a call back is not working so I can’t even deal with it. Has anyone else had this issue?

4 hours ago

Letora_Beginner

asked in Billing & Payments

received a new billing cycle invoice but I canceld my phone plan

Hi, on April 15 I called with a Koodo representative to cancel my subscription on April 23, because I’m moved back to Belgium. My billing cycle goes from the 22nd of the month we’re in until 21st of the next month. Normally I should only pay for the 22nd of April, but I received a bill for the whole upcoming billing cycle month. I can’t call with a Koodo representative because I don’t have Canadian phone number anymore and I can’t chat with a representative either. Does anyone have an email that I can use or is there something else I can do? Thank you,Aline

5 hours ago

kat2151Beginner

asked in Plans & Add-ons

Unable to remove Amazon Prime from Add-ons

Today I noticed that my free prime account is no longer free so I went to delete it from my account. I went to self server, subscriptions and then clicked the “x” to delete prime off of my account. It pops up to a menu that asks me if I want to cancel and gives me the option to select the streaming bundle with all 3 streaming services and has a button that says “cancel Amazon Prime” but when I click that option it makes dots that indicates it is loading but will not remove Prime. It just will not let me cancel. I’ve tried on both mobile and my desktop. It does the same thing.

5 hours ago

nikmaBeginner

asked in Billing & Payments

dlwyattBeginner

posted in Other

Scam call

I just received a loyalty call from Rogers offering a discount on Koodo account and they asked for personal information. It didn't make sense to me so I hung up. I think I won't take anymore calls from any company over the phone. They better find a better way to communicate offers and promotions.

9 hours ago

LauraaaaBeginner

asked in Other

Koodo Customer Support

Hello, I’ve been trying to contact this Koodo number: 1-866-995-6636 for Koodo Support. But shortly after contacting to this Koodo number I am informed that the number has changed and am unable to continue. Does anyone have the new number?Thank you.

9 hours ago

Devon HuningBeginner

asked in Other

Using WiFi in Mexico

I will be in Mexico for 3-4 months and will likely be getting a MX SIM card. If I don’t, I’ll be communicating with ppl in US and Canada strictly via WhatsApp with my Koodo SIM card, which uses WiFi. Would I still incur charges from Koodo using the phone this way if I turn off data?

12 hours ago

SburrisBeginner

asked in Billing & Payments

Charge easy roam in canada

My partner was charged for easy roam when we never left the country. We live near the boarder and it must have triggered.Can this be reversed?

12 hours ago

RedWolfBeginner

asked in Other

Does Koodo want to make a counter offer

Long time Koodo customer. Happy with the service. Recently offered a much improved plan from Telus as part of an employee purchase program. Unlimited Data ( throttled after 50 GB ) for $45/mo on a bring your own device program.Because of long satisfactory relationship with Koodo, I want to see if they were prepared to offer any changes to my existing plan to induce me not to switch. Unfortunately I cannot find any way to discuss this with a live human being.Do I just assume that conversation won’t happen and proceed to switch to Telus, or is there some way to talk with a live Customer Service person?

16 hours ago

XVXBlueBeginner

asked in Plans & Add-ons

Service code needed for netflix account

Hello My netflix account i have been paying through koodo it was recently hacked and the email was changed and to get it back i need the 6 digit service number from koodo but cant for the life of my find it

16 hours ago

ChocoboConnector

asked in Self Serve

Trouble Changing Plan

Hi there, Is anyone else having issues changing their plan through self serve? I’ve been trying all weekend at different hours and I keep getting the ice cream error. Thanks!

1 day ago

avator123Connector

asked in Other

messages from abroad do not reach my phone

Hello everyone,I am experiencing an issue with Koodo where I am not receiving any messages from overseas, including SMS from real people or bank codes(MFA). I have spoken with the senders, and they have confirmed that they have sent the messages to me, but I have not received them. Restarting the phone does not resolve the issue. Is there a solution to this problem?

1 day ago

SithebMember

asked in Other

call ended problem

I’ve been trying to make calls from abroad and I keep getting the message « call ended » as soon as I dial anywhere, even in the US. I even tried to reach my voice mail, but nothing works! Usually I’m in Canada, but currently in the US for travel. My spouse’s phone does work and we both have the same Koodo service with roaming on. It’s quite frustrating considering the roaming charges and can only use cellular data internet… can anyone help getting out of this situation? Thanks in advance.

1 day ago

LizziBordonBeginner

asked in Billing & Payments

Stream + Offer Pricing

I am trying to sign up for the $15 Stream +, which I am eligible for since I’m a Koodo subscriber. Even thought I’m logged in the price is still showing as $20/month. How do I ensure I’m receiving the correct prict?

1 day ago

Ancient OneNew Member

asked in Other

What TV with Koodo Internetrs

I have seen the offers for Internet Service from Koodo, and I am tempted to move away from my current provider …. but what do folks use for TV services. Are you forced to go back the Bell or Rogers? I have anApple TV device, does that work with Koodo?

1 day ago

mooksmdMember

asked in Plans & Add-ons

Motorola G7 WiFi calling won't connect to WiFi

I recently signed up with Koodoo. I activated the WiFi callilng . When I try to place a call through WiFi on my Motorola G7 play I get the following error message “ Mobile network is not available, Connect to a wireless network to make a call” . The first part is correct, a mobile network is not available, but the second part isn’t . I am connected to a wireless network… the router is five feet from the phone. I have tried resetting the network settings, reseating the SIM card, checked software up to date ( Android 10).So far NADA… Any help would be much appreciated.tnxMike

1 day ago

Jag_DieppeBeginner

asked in Plans & Add-ons

Conflicting add-ons when activating Amazon Prime when existing Prime subsciption exists.

I have subscibed to Amazon+, Disney+ and Netflix through Koodo. When I try to activate my subscription to Amazon+, I get the error "You already have an active Prime membership on this account. Existing Prime members are ineligible for this offer”. When I go to Prime to de-activate my Prime subscription, it also won't let me deactivate it because it says I'm subscibed through a Koodo package”. This is a vicious circle, so how do I go about this.

1 day ago

helppppppppppppppBeginner

asked in Billing & Payments

paid my prepaid account by mistake instead of the postpaid one

I was previously a prepaid customer. I paid $70.28 on I believe december 22 2023 by mistake to the prepaid plan when I should have paid it to the monthly plan. Can I get this money credited to my monthly account? thankyou

1 day ago

SmlFry.NdnConnector

asked in Self Serve

usage times are way off

Recently been having a lot of issues in Self Serve with usage reports…Times are way off or not showing at all. Anyone else have this problem know a way to fix it?

1 day ago

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