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Managing your Services

The place to ask all of your Koodo related questions

4179 Topics

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bobberOrganizer

asked in Billing & Payments

easy roam

Traveled to US April 7 -12. I received a message from Koodoo Sunday April 7 11:06 am. Welcome to USA. You have a Canada-US plan which allows you to use all the minutes, texts and data included in your current rate plan in the US for no extra fee. Calls to phone numbers outside of Canada and the US are not include.I get home and have $84 extra on my bill. I recall being offered some extras when I signed up and this was my choice so?????

52 minutes ago

ChocoboBeginner

asked in Self Serve

DriverXBeginner

asked in Billing & Payments

Monthly plan

In December 2023 I went from prepaid plans to regular monthly plan. I got a 50 gig at 34 dollars a month, today 4 months later the plan went to 39 dollars a month has anyone else had this experience before is it normal ?

13 hours 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?

16 hours ago

Redcoat_VeteranBeginner

asked in Plans & Add-ons

Check when an add-on was first added

Hello,On my latest bill, there was an extra charge for device care complete that made the bill more than what it had been for the past year. I cancelled the device care, but it made me wonder when and why it was added, or if I had device care all along but it’s now a more expensive charge. I downloaded all of my previous bills, but in their .pdf form they don’t break down individual charges.Is there any way to verify how long I’ve had an add-on for?

17 hours ago

Henry09Beginner

posted in Billing & Payments

how can i get my koodo account number for my sim

I need help on how to get my account number that's associated with my mobile number

18 hours ago

willieoConnector

asked in Billing & Payments

Charge for easyroam while in canada

Hi there, I was charged 14 for easy roam while we travelled to osoyoos BC next to the US border. we never entered the US. Please reverse the easy roam charge. thanks very much.

18 hours 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

18 hours ago

LucasgcConnector

asked in Billing & Payments

500 error on self serve billing payment

I need to pay my due billing but I am unable by receiving a 500 error page. I have tried several times at different hours and this doesn’t work.

21 hours ago

StreamPlusIssuesOrganizer

asked in Billing & Payments

How to Escalate Stream+ Billing Issue

Can someone please advise on how best to connect with a more senior rep at Koodo or otherwise escalate to address an ongoing Billing issue related to Stream+? I’m stuck in quite a frustrating loop where I’m continuously being billed the incorrect amount for Stream+, but the agents I speak to at Koodo don’t seem to have any ability to even see my Stream+ receipts or billing details. I was then advised to post here, but my thread on the issue has provided no resolution or outreach from Koodo, despite another member noting the same over billing issue. It seems as though Koodo will gladly bill you for Stream+, but can’t troubleshoot or address issues with the offering at all? That’s entirely unacceptable and very disappointing as I’ve generally found Koodo service to be great in the past.

22 hours ago

Ctbrace1Beginner

asked in Billing & Payments

full refund for koodo internet i couldn't use.

Hello, after multiple tries I could never use my Kudo internet as my devices could not connect to the Wi-Fi router. I paid for 4 months without be able to use Koodo internet. I would like a full refund. It comes to $245.25. one of your employees said yes I would get a full refund then another said no and was very rude. I have his employee #. If we can not get this resolved. I'll have to put a claim in with the ccts.Thanks Chris.

23 hours 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

23 hours ago

Shaggy

asked in Other

I am with Virgin. If I switch to koodoo, do I have to change my and my husband’s phone numbets?

Do I have to change my and my husband’s phone number if I switch from Virgin Mobility to Koodo?

1 day ago

intudesBeginner

asked in Billing & Payments

Charged for easyroam while in Canada

My wife was charged for easy roam when we were not in Canada. The date was Apr. 1, 2024 I believe. We were driving somewhere east of Kingston, ON Could we please get this charge reversed?thanks

1 day ago

cheeseluvrNew Member

asked in Plans & Add-ons

easy roam charges

We have two phones with easy roam turned to on on both phones under one account. If we are both using our phone is the $14.99 charge per phone or per account? We are going to the States for a few days.

1 day ago

kipkdccuprorBeginner

asked in Other

I can call but nobody can call me

I can call others but nobody can call me; they hear “Your call cannot be completed as dialed”.Prepaid Koodo plan, $15 per month, activated. I tried calling from several numbers and none of them could get through. At the same time, I can call all of them. The device is TCL303 from Walmart.

1 day ago

losBeginner

asked in Plans & Add-ons

seasonal hold

I need help about seasonal hold guys please🥲I tried to seasonal hold for my phone. and now i have issues… I don’t know what to doI accidentally pressed seasonal hold option on last friday which i didn’t know it started right away. i thought their is an option for the date when its gonna start. but it wasn’t. so i back on my plan. And today I tried again the seasonal hold option. it doesn’t let me do it. It says i can do seasonal hold once a year……..my vacation will be 5months and Im bording a plane soon… what can i do? is there anything i can do for resuming seasonal hold ??🥲🥲🥲🥲

1 day 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?

1 day ago

ymhuangBeginner

asked in Billing & Payments

Source to dial voicemail?

My bill include a Easy Roan payment. The details shows it's a out call to voicemail (778-580-4001), but I didn’t make this call since my phone with double SIMs and was set to another local SIM for all call/data/sms. It’s unlikely to make call from my phone. Any chance to identify if it’s the call from my phone in roaming country?

1 day ago

hpatBeginner

asked in Billing & Payments

US Roa

I was charged for US roaming on April 20, 2024 while visiting Niagara-on-the-Lake, Ontario. I never crossed over the US border. The automated message from Koodo was sent at 11:32am. I immediately turned off roaming on my phone; however, we never left Canadian soil. How do I proceed to obtain a refund for a false roaming charge?

1 day ago

BusymomruConnector

asked in Billing & Payments

CALLBACK

I am so frustrated and beginning to regret porting over …. So far I have had to wait for 4 callbacks in addition 2 agents have said they would followup …. I have to say once I am speaking with an Agent they have been fantastic BUT it’s getting to someone that is FRUSTRATING …. I USE self serve whenever I can and avoid BOT’s they aren’t helpful only annoying - when I start a chat I want it be with a person and waiting 3 hours for a callback is ridiculous!!!!I was on with loyalty last weekend and we weren’t finished when call dropped (due to switch/port - I assume) … I was left a voicemail as I could not get service and indication was he would follow up ….nothing! Next day had to schedule a callback …. it went thru but unfortunately she wasn’t able to see notes on loyalty end - nor was the person online - so she sent him a message to call and she said she would follow up - NOTHING …. got my bill and it is NOT as promised and scheduled another callback … 3 hours later I answered and oth

1 day ago

JeremylezonBeginner

asked in Self Serve

Home Internet Ordered, not installed and cant cancel online

Someone please help, I ordered home internet, have decided against installing it. Have not have an installer to activate outside. Received my modem and cannot cancel in self serve because it doesn’t show anywhere under subscriptions to cancel

2 days ago

PuffalumploverConnector

asked in Self Serve

“our systems arent able to process your request at this time”

I’m wondering if someone can help me with support. After 40 minutes on the phone yesterday with a rep telling me I can lower my monthly plan to order a new phone to save some money. I had to call back this morning to get support to order said phone as the website kept giving me the error mentioned in the title. After being on for 21 minutes this morning, a very polite rep said he was having difficulties also processing it and would call me in two hours. I received a call 7 hours later and he stated his systems weren’t working, but they were now. Put me on hold and then came back to say the phone is sold out and basically tough luck. I went on to try and do it myself and am still getting the error. It is actually in fact online. As other ones show “sold out” but this one allows me to add it to the cart. So, that kind of sucks to have been given that Information. It’s been over 12 hours. Also, it keeps saying the plan I have isn’t eligible , yet the rep told me I could have that plan wit

2 days ago

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