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Tips, Tricks & Troubleshooting

Learn about your phone and how to resolve common issues

  • 857 Topics
  • 3,672 Replies
857 Topics
J
jimjamsBeginner
asked in Tips, Tricks & Troubleshooting
mms and group chat not working on iphone

Switched from virgin mobile to koodo and i’m unable to send photos from my iphone 12. Phone is updated to the newest update and I reset all network settings, have lots of data, apn is correct etc. Unsure of what it could be? 

264
Flo Koodo
2 hours ago
A
ArlCBeginner
asked in Tips, Tricks & Troubleshooting
Cannot make calls on Zenfone 10

I've been trying to call urgent care for an hour and finally had to go find my old phone to get the call to work.I cannot make any calls. My Zenfone 10 is supposedly not supported by Koodo. I've reset the internet, reset the phone, changed many settings, but it still won't let me call. This seems to be semi-recent since I made a call yesterday. I am a monthly customer. VoLTE is not supported on this phone, but it begs why I can't call using non-VoLTE?If I look at callbacks for Koodo, they wouldn't be until tomorrow and I literally do not have time for it. I either need to be able to call urgent care (my old phone breaks and is barely functional) or I'll need to walk to the hospital.

275
Flo Koodo
5 hours ago
R
Russell_StampsBeginner
asked in Tips, Tricks & Troubleshooting
My call log has strange international calls

Not sure if I am in the right place.Firstly, the Koodo help pages are TERRIBLE - there is NO OPTION (that I can see) to get technical help by phone or with a real agent. Anyway - to my issue.  My phone call log shows that I made an international call to Belgium this morning, and that I am texting that same number right now.  Neither are true, so who do I contact, and how, to get this looked into NOW, not in a few hours with a callback.  IMO, it could be something serious.Thanks.

242
Dinh
8 hours ago
L
lmlvinBeginner
asked in Tips, Tricks & Troubleshooting
wifi calling not working

Hi there. I’m trying to enable wifi calling on my phone but when I do, it just returns a message saying “To allow wifi calling on this account, contact Koodo”.I’m using an iPhone 15promax with iOS 18.1. The only options under voice&data section are: 5G auto, 5G on, LTE. There is no VoLte to enable. Can you help? Thanks. 

17214
A
23 hours ago
Rhonda Sherry
Rhonda SherryRockstar
asked in Tips, Tricks & Troubleshooting
Why would I not receive texts from a new friend using an iPhone when I receive texts from other iPhone friends?

I have a new friend who uses an iPhone and she receives my texts from my Koodo Samsung Galaxy S10e but I do not get hers in return. Does one of us need to change a setting somehow?

202
Rhonda Sherry
23 hours ago
S
samr4515Beginner
asked in Tips, Tricks & Troubleshooting
comment configurer la messagerie vocale textuelle koodo syr android?

je me suis abonné a la messagerie vocale par texto (ou courriel) et je ne sais pas comment configurer ce service pour receuvoir mes messages vocaux sur courrier.

81
Flo Koodo
1 day ago
Olga Sereda
Olga SeredaBeginner
asked in Tips, Tricks & Troubleshooting
IPhone 7 need to unlock

Hello i have an iPhone 7 its locked with koodo i’m unable to talk an agent and didn’t get via chat because i’m no longer koodo client

101
Flo Koodo
1 day ago
Kathleen L
Kathleen LBeginner
asked in Tips, Tricks & Troubleshooting
bell to koodo internet

I’m having trouble getting my new internet going. When I plug it into the coax outlet it never goes online. DS led just keeps flashing. I was with bell before and they used a fibre optic cord that worked, so I’m wondering if the coax outlet in my house doesn’t work and I should get a converter (fibre to coax), does anyone have any advice?

221
Flo Koodo
1 day ago
C
Chris10Beginner
asked in Tips, Tricks & Troubleshooting
Smartwatch plans or add-ons for cellular compatible smartwatches

I would like smartwatches with cellular compatibility to operate independently from smartphones, essentially offering standalone plans or add-ons. It's surprising that Koodo, owned by Telus, hasn't shown much interest in providing this option. I'm amazed that Koodo and Telus aren't striving to stay ahead in the market. Particularly since, Virgin Plus a Bell subsidiary, is now offering Smartwatch plans with their proprietary NumberShare system. It's time for Koodo to catch up and offer similar features to remain current.

7787
L
1 day ago
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Nhon25Beginner
asked in Tips, Tricks & Troubleshooting
My Number does not change

I transferred my Rogers phone number to my Koodo account. The transfer is complete successfully but the field ‘My number’ on my iPhone still shows the temporary number provided by Koodo. I tried several times to change the number manually but in vain. It seems only the carrier Koodo can do it.

101
Flo Koodo
1 day ago
N
Nick.SchumRockstar
asked in Tips, Tricks & Troubleshooting
koodo internet: Modem unable to connect

Our modem has been unable to connect to the internet. We have tried resetting the modem multiple times and followed the guides provided to no effect. Every time we have the modem powered on we are getting solid green for both power and LAN with a blinking green light for DS. The online and US indicating lights are both off. I have tried using the schedule call back option with he chat and it keeps trying to re-route to the online trouble shooting page.

715
Tim Robinson
2 days ago
F
Freakshow10Rockstar
asked in Tips, Tricks & Troubleshooting
home internet modem DS flashing

I used to have DSL Internet via the phone line through another provider. I'm switching to Koodo home Internet. Activation date was yesterday. I connected the modem to the coax connection. But the DS light has been flashing green for 24 hours.I tried unplugging the modem for a bit and plugging it back in but DS still flashing and other lights not on (except power, obviously).I've never had TV or anything connected to the coax before. Any ideas? I don't know where else to get help. I've seen all the online documentation already. Koodo chat is not helpful.

8110
F
3 days ago
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Michael SawyerBeginner
asked in Tips, Tricks & Troubleshooting
New Phone Doesn't Get Calls

I got a new phone from Koodo.  I installed the sim card, transferred my data to the new phone.  When I received a call it was received by my old phone.  When I look in settings of the new phone for network there is nothing there.  What am I missing?

171
Flo Koodo
4 days ago
M
MarydwBeginner
asked in Tips, Tricks & Troubleshooting
No Pin Provided with new phone

Hi there, I can't get through to a real person via the chat box, so I'll ask here.My new phone (S22ultra) came in the mail without a pin or box. How am I able to insert my new Sim card without the pin? I feel lost and frustrated as I currently can't do text or calls.  Thank you for your help!

282
M
4 days ago
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Delamorag10Beginner
asked in Tips, Tricks & Troubleshooting
Home Internet Connection

I got my Internet device 2 weeks ago. my activation date was December 9I set up everything properly, including COAX connection. The black modem has: DS flashing green light, US and Online are off. LAN is solid amber. The Wifi6 router has 2 solid green lights and the Internet one is flashing green. I’ve tried restoring and unplugging the devices, nothing works. waiting for the technician to come but it’s been forever so I’m trying  to see if I can resolve the issue myself. 

764
R
4 days ago
F
FrancelAdvocate
asked in Tips, Tricks & Troubleshooting
I can't calls or received a call !!! no 3g network...

Hi Koodo, could you help me, during 1 week I can't make any call or receive. I don't have 3g network, I already tried every solution with troubleshoot... But nothing. I receive messages, I've 4g network but I can't call. Thank you 

7222
F
4 days ago
I
IBaltaBeginner
asked in Tips, Tricks & Troubleshooting
homeinternet connection issues

Hi! I received my modem and router yesterday and followed all the instructions Koodo provided to set it up. Yesterday (Dec 16) was also the confirmed activation date of my internet by Koodo. My internet does not work. I proceeded to call Koodo and we did basic trouble shooting, after which it still did not work. I was then told to wait until today (Dec 17) and re-do all the basic troubleshooting. I just finished all the basic trouble shooting again and my router is still just showing the DS light as flashing (and the other three lights are off). Where am I going wrong here?

402
D
5 days ago
Sandro Lili
Sandro LiliBeginner
asked in Tips, Tricks & Troubleshooting
sms issues

I'm having issues sending amazon shortcuts from the app (when I share link) in sms (not rcs, not blue bubbles, just regular text messages). For example, this linkhttps://a.co/d/82S75jzwhen I send it, it's not delivered. For example, if I remove one last letter from the link, it goes and delivers too. If the link is classic (amazon.ca), there are no issues, only with a.co shortcuts. Is it koodo messages gateway or something like that?

556
D
5 days ago
W
WellllllllConnector
asked in Tips, Tricks & Troubleshooting
need help asap please

I need help I need a puk code for my phone and I only have 3 trys left

565
Flo Koodo
5 days ago
U
User name EthanBeginner
asked in Tips, Tricks & Troubleshooting
old iphone wont transfer sim to esim on new iPhone

How do I transfer sim from iPhone 7 to esim on iPhone 14 says to contact Koodo. What do I do

101
Georgia Koodo
5 days ago
S
Sylvester62Beginner
asked in Tips, Tricks & Troubleshooting
Wireless Home Phone and existing phone jacks

Is it possible to connect the WHP hub in such a way that I can also use all the existing wall jacks in my home? I know this is possible with Bell’s home phone modem/hub and perhaps Rogers’ as well.

374
S
5 days ago
Lindsay Graham
Lindsay GrahamBeginner
asked in Tips, Tricks & Troubleshooting
why does my email for Netflix keep changing after signing up my existing account

Twice now the email that was for my existing Netflix account has changed I don’t find this out until I’m booted out of what ever device I try on. When I log into Koodo to check the stream+ section and launch the Netflix tab a random email pops up. I don’t have access to this email or know the password for it as the existing password does not work. Why does this keep happening? Every time it happens I have to call Netflix to change the email back. Our account is not being used I do not get any emails stating logins I am unaware of.  I have not shared any passwords outside of the devices on our network. 

151
Allan M
6 days ago
T
TheRockBeginner
asked in Tips, Tricks & Troubleshooting
koodo Internet - Terrible high ping

Hello, I've been dealing with abnormal high ping and lost of packets for several days and this affects our online meetings, videoconference, etc. and so on. Speedtest don't finish it's test.I thought it was our router but it is not. I've plugged my laptop directly in the modem and it's unbearable.  See below the results.Using cable modem (videotron network) on the south shore of Montreal.This is tonight results. Reminder this is the cable modem directly plugged in my laptop. Envoi d’une requête 'Ping'  8.8.8.8 avec 32 octets de données :Réponse de 8.8.8.8 : octets=32 temps=161 ms TTL=116Réponse de 8.8.8.8 : octets=32 temps=394 ms TTL=116Réponse de 8.8.8.8 : octets=32 temps=542 ms TTL=116Réponse de 8.8.8.8 : octets=32 temps=173 ms TTL=116Réponse de 8.8.8.8 : octets=32 temps=349 ms TTL=116Réponse de 8.8.8.8 : octets=32 temps=17 ms TTL=116Réponse de 8.8.8.8 : octets=32 temps=127 ms TTL=116Réponse de 8.8.8.8 : octets=32 temps=331 ms TTL=116Réponse de 8.8.8.8 : octets=32 temps=395 ms TTL=11

273
Flo Koodo
7 days ago
C
CallimicoOrganizer
asked in Tips, Tricks & Troubleshooting
wi-Fi calling on Huawei

Hi,Wi-Fi calling has been reinstated on my Samsung F20. Thank you. I have a second phone on my account with a Huawei device for my son. The prefered network is set to LTE/WCDMA/GSM, and VoLTE calls is activated, but on the phone settings, I do not see the toggle for WiFi calling.  I know it is possible for this device since that's how I used it back when it was my main phone with another provider.  Can someone at Koodoo assist me in activating it? There is no reliable network where we live so wi-fi calling is the only way to make calling and text when we are home.Thank you for your assistance. 

9112
G
7 days ago
T
TiannaCBeginner
asked in Tips, Tricks & Troubleshooting
Unable to Transfer eSim to New Phone

I was using an eSIM on my old phone. I recently switched to a Tab plan and received a new phone with a new SIM card. However, when I insert the SIM card into my new phone, it cannot be detected. I also tried transferring the eSIM to my new phone, but that didn’t work either. Now I’m stuck using my old phone, as the eSIM is still functioning on it.What should I do next?

332
T
7 days ago

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