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4249 Topics

T
tim46Beginner
asked in Plans & Add-ons

internet installation fee

I was considering Koodo home internet.  I do not have a cable service, only a phone line to my existing modem.  Will their be a fee to switch to a cable connection?

3
O
22 minutes ago
A
AJ LauretaBeginner
asked in Billing & Payments

Overcharged for roaming

Hi,I only turned on my roaming on my cell on Apr 20th to call the airlines and Expedia because of cancelled flight and was only expecting to be billed for a day however, I was also charged earlier for Apr 13th and 14th.  I did not call anyone on these dates and have used data roaming since I have Esim installed on my cell when I left for Peru hence never needed to roam.  I only needed roaming on Apr 20th because I need to do voice call.  Please reverse the 2-day extra charges for roaming.  Thank you.

1
Flo Koodo
58 minutes ago
Funkytown
FunkytownConnector
asked in Other

Name change and credit reference letter

I was wondering how to go about actually changing your legal name/gender with Koodo, when nothing seems to work? I have tried calling, and they told me to visit a store in person, but any of the authorised places and even regular Koodo ones all tell me they’re unable to do it and to just call, so realistically what are my options? I keep having to run in circles and it’s tiring. My other issue is BCHydro declined my credit check and wants me to send them a credit reference letter from Koodo by a few weeks, in my new name. Besides the whole name change thing, how do I go about even getting a reference letter? help would be much appreciated!! I wish I could do this stuff over live chat, and it’s a shame Koodo doesn’t have any of those options especially for disabled folks.

8
O
2 hours ago
D
dhearn2712Beginner
asked in Billing & Payments

Why have I been double charged for switching plans?

I switched to a cheaper plan the other day and I’ve now been billed the full amount for both plans as oppose to just the new one. I’m about to cancel Koodo in the next week, so how do I get this removed from my bill before it’s due?  

5
Flo Koodo
4 hours ago
A
AlchovNew Member
posted in Other

E-Sim Card Installation

I installed an E-Sim card from Instabridge on my Samsung S21. When I tried to switch over to use it in the US, I got a message stating: “If you switch, your phone will restart to install apps and features from Instabridge. Some apps installed by your current service provider will be removed and the app data will be erased."This is a scary message as it does not indicate what apps or data is being removed.Instabridge denies this is part of their usage. Samsung did not answer my query correctly.Does Koodo do this? And if so, what apps would be removed and data erased? Or does Samsung do this?Needless to say, I did not use the E-Sim and got refunded. But now I am leery on using any E-Sim card on this phone.

1
Allan M
4 hours ago
I
Islandgirl75Beginner
asked in Other

can't start phone

I recharged my phone and when I went to open it there was a screen that said warning at the top in chinese writing with blue background. My phone won’t start now and I don’t know what to do.  Where can I bring it to have it looked at??

3
O
4 hours ago
L
LanaglamaramaBeginner
asked in Billing & Payments

Disputing US Easy Roam charge

I was charged $14 for Easy Roaming while flying from Toronto to Halifax on April 11. I may have been sending a text but I was under the impression I was using inflight wifi service at the time. I would like to have the Easy Roam charge removed as I was never travelling in the US.

3
L
5 hours ago
P
phebstersConnector
asked in Other

Have not received Koodo referral credits and no one is answering any emails

I signed up in June 2023 with a friend’s referral code and received confirmation that I will soon receive the credits. However it is now April 2024 and both myself and my friend have yet to receive any credits from that referral. I have been emailing the Koodo Mobile Refer-a-Friend mailbox for over NINE MONTHS now trying to follow up on this case, but have only received numerous automated responses saying that you will follow up - AND THEN SILENCE. This is extremely frustrating and there’s no point providing an email for referral enquiries when no one is manning the inbox. That mailbox ought to be shut down!I see that others have faced the same issue as me in this forum. Can anyone share how they managed to resolve their case please? Thanks so much. 

9
Flo Koodo
6 hours ago
N
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
Flo Koodo
6 hours ago
B
Blueballer1969Beginner
asked in Plans & Add-ons

Different plans offered in different areas

Hi all,I have been loyal to Koodo for decades.I recently switched to the $30 + 30GB plan with no problems.I did the same for my mother who lives nearby.I suggested to my dad who lives an hour away to do the same, but the plans he is offered are different and start at $50. I walked him through the menus to the correct page “manage my plan and add ons” but the selections were totally different. He owns his phone and has no tab and has been with Koodo for a decade. Can someone explain this to me? Thanks.

1
O
7 hours ago
S
StamBeginner
asked in Billing & Payments

Promo Code Steam+

Why does Koodo try to scam its customers? I received multiple emails and texts about a promo $10 per month for Stream+ . Whenever I tried to claim this offer, it came up to $15 !!! Why do they lie and play with their customers? Are you offering something that you are NOT willing to give?

4
Bernard Koodo
9 hours ago
C
coach.yusufBeginner
posted in Self Serve

New customer's feedback - Disappointed with experience

Six days ago, I called Koodo to sign up for their $39 promotional offer. I specifically asked to use an eSIM with my line. During the call, the Koodo specialist told me I needed to get a physical SIM first. I'll need to use the physical SIM first, then I can call them again, to convert it to an eSIM.  He mailed the physical SIM to my house. 3 Days later, when talking to another specialist on the phone, I was told I didn't need a physical SIM. The previous specialist had assumed that I had an Apple phone, whereby physical SIM can be converted into eSIMs. I was bringing my own Android phone, which just requires an eSIM. So I was told to go to a Koodo store to buy one.I went to the physical Koodo store, and the specialist sold me an eSIM. I was then instructed to change the SIM card via Koodo's self serve online. When I tried changing my SIM card, I got the error "An Error Occured". At home, I inserted the physical SIM, which arrived by mail. Then I was able port my number to Koodo and us

1
Dinh
14 hours ago
D
DeascottBeginner
asked in Other

how do i obtain a copy of a call transcription with customer service/ support?

I had a call with Customer service, that was transferred to loyalty, however, I am in disagreement with the offer made.  I would like to obtain a copy of the call transcript to clarify.Does anyone know how I am able to get this? Thanks

1
Dinh
14 hours ago
F
Flossy4Beginner
asked in Billing & Payments

late making payment. accidentally do to a tragedy in my family xan i notify on line

Hi, I  have a payment arrangement in place.  It's a little delayed. Do to a devastinf tragedy in my family.  I went into my profile to  seeif I could push it up a couple days and notify payment. And it says not able to. Please help so worried . Giving the circumstances and not being able to line up the same time for a call back do to funeral amd family. 

1
Dinh
14 hours ago
H
Helenw1286Beginner
asked in Other

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 today 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. How can I back to my old plan? 

4
Mayumi
18 hours ago
M
MikeC999Member
asked in Plans & Add-ons

Reduced plan options for retireees

I am recently retired and looking to reduce my mobile plan….as my wife and i no longer need 50-70GB of data. We actually don’t need more than 3GB...my wife even less. I see Koodo offers lesser plans at lower prices...e.g. $39/month for 20GB plan...but I don’t see those options in the “self serve” for my wife or me.  Are those plans not available to me since I am an existing customer? And if they are, how do I get to see and choose them?Just as an idea, has Koodo ever considered offering more reasonable plans to retirees (folks over 55 or 60)...something like $30/month for a 3GB plan...or $40 for 10 or 15 GB? I would think that would be a great option to market and swing seniors/retirees your way.

1
Mayumi
19 hours ago
A
ahmlotfiBeginner
asked in Plans & Add-ons

I paused my account because im traveling but all my percs went away

Hello, I paused my account because i’m traveling back home but i assumed that the plan would continue until may 11(that’s how much i payed for) but i can’t use my internet or my phone i tried to unpause it but it’s not letting me. please help asap

1
O
21 hours ago
J
jubey8Member
asked in Billing & Payments

Connection Fee

I called Telus to negotiate my existing phone plan and they ended up recommending I switch to a Koodo phone plan. I agreed and the agent set up my account but never informed me there would be a connection fee of $60 or that I could set it up myself for no charge. If I had known about the connection fee I would have set up the account myself. I am wondering if anyone has had this happen to them and if they were able to get reimbursed?

4
J
23 hours ago
K
Kevin LePapeAdvocate
asked in Billing & Payments

Billing Correction for Easy Roam Please

On April 10th I was charged $14 for Easy Roam while driving through Midway from Nelson to Kelowna. I received 2 text messages around this time, sent nothing and made no calls. This is an ongoing problem due to insufficient network coverage along Highway 3 which parallels the border through BC. Using Airplane mode for hours is not a realistic solution. Limiting network connection is not realistic in this part of the world, It’s a Bell tower that allows reception in my home. So I look forward to this charge being reversed, please and thanks.

5
Flo Koodo
1 day ago
K
KatzVBeginner
asked in Billing & Payments

Incoming International Calls while in Canada

While in Canada (not travelling) will I be charged for incoming International calls on my phone? These calls are coming in from Canadian companies (i.e. Bell Canada) who have support centres with an international number (i.e. 973-944-1999). Will I be charged long distance charges for accepting these calls?

1
Flo Koodo
1 day ago
H
Haleym24Beginner
asked in Plans & Add-ons

Pausing plan but already did seasonal hold this year

I’m travelling this summer so would like to pause my plan for three months. I already activated a seasonal hold this year so I am unable to activate the seasonal hold myself until August as seasonal hold has already been activated this year. August is after I return from my travels. Is there a way around this?Thanks for your help!

2
Flo Koodo
1 day ago
K
KaitlanBeginner
asked in Self Serve

Adding a new lie to my account

I am try to add another line to my account, I already have a SIM card but it wont let my use it and is forcing me to buy another one. How can I get past this?

2
D
1 day ago
C
CS2022Connector
asked in Plans & Add-ons

Koodo Stream + pro rated in error

Hi, I signed up for stream+ for $10/month (3 month promo) on February 9th, my 3 month Stream+ promo ends May 9th, for a total of 3 months, exactly 90 days. However, I was charged an extra $5.33 as a “partial stream+ charge”.  it seems like I was pro-rated an extra half a month, when I’ll have the service for only 90 days (Feb 9 - May 9). This $5.33 partial charge must be an error as it makes no sense at all.I would appreciate any help, Koodo :)

8
C
1 day ago
L
LadiebeeMember
asked in Other

Who owns koodo internet lines?

Rogers lines do not work in my apartment. Who owns the lines that Koodo rents from?

5
D
1 day ago
J
JnirocketBeginner
asked in Other

calls from Koodo

every day I get a phone call showing it’s from Koodo. Every time I answer the phone and say hello. The line goes dead. I need Koodo to stop calling me, if it is in fact, Koodo.

2
P
1 day ago

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