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Tips, Tricks & Troubleshooting

Learn about your phone and how to resolve common issues

  • 900 Topics
  • 3,925 Replies
900 Topics
JoJo Bean
JoJo BeanBeginner
asked in Tips, Tricks & Troubleshooting
i need a PUK code please

i need a PUK code for my phone accidentally entered sim lock code in wrong please help?

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Darius Koodo
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aos4Beginner
asked in Tips, Tricks & Troubleshooting
Internet not working

My internet has been down since 3-25-25. New customer, internet activated 3-24-25.  Internet worked for less than a day then speeds dropped to less than 1mbs on a 1GB plan. Can still connect to the network, but no internet is provided. I have talked by phone with 3-4 different reps on the past few days. Apparently a new router is being sent in 3-5 business days. If the router does not solve the problem, then a new modem will be sent in another 3-5 business days. If that doesn’t work, then a technician call will be booked. How is this acceptable? To be without internet for up to 3 week?? Why can’t a technician call be booked immediately? Why can’t the equipment shipment be expedited? I work from home … it would be quicker to cancel my service and go back to my old provider at this rate. 

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IbgraphikBeginner
asked in Tips, Tricks & Troubleshooting
LAN light blinking orange on modem

New to Koodo internet.i received and installed the modem and router yesterday.Followed the instructions to the letter. On Cable Internet. I have connection but the WiFi connection isn’t stable.the LAN light is blinking orange. I checked that The coaxial cable was secure and tightened and I have restarted the modem. No progress. up until then, I had no issues with previous internet connection using the same coaxial cable. thank you.IB

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ltfrombcAdvisor
asked in Tips, Tricks & Troubleshooting
Changed phone plan and now no internet and cannot figure out the problem

First off: Grey haired lady here.I am using a Samsung Galaxy S23+. On Apr 17, I changed my phone plan from 40gb at 4G to 100gb at 5G. Since then I have not had any internet. I checked my Mobile Network and it was set to LTE/WCDMA/GSM (auto connect). I then tried to change it to 5G/WCDMA/GSM (auto connect) and it told me to turn off Power Saving Mode or change its settings to use 5G. I went into the battery and turned off the power saving button. I do not know where to find the settings to change it to use 5G if there is a special setting for that.  For a very short while after I turned off the battery saving button, yesterday and switched it to the 5G network option, I had internet. Fast forward to today and I again have no internet at all. I went in and changed the Mobile Network to try the other options with no success. I tried restarting my phone and no success. I even checked to see if 5G was offered in my area and according to Telus it is. So I am not sure what the problem is or h

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mgomezboBeginner
asked in Tips, Tricks & Troubleshooting
Initial ser up troubleshooting

I just got my internet kit, I followed the set up instructions, but when trying to connect to the WIFI written in the router, my cellphone and my PC don’t manage to do it. 

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vonnConnector
asked in Tips, Tricks & Troubleshooting
RCS Messaging Not Activated

Hey, I recently moved to a different province and changed my number to one with the area code of where I currently live. Since getting the new number, I’ve noticed that RCS messaging isn’t working anymore—it just says ‘Waiting for activation.’ Can anyone help?

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gerOrganizer
asked in Tips, Tricks & Troubleshooting
e mail stopped working

E mail does not work on data, but ok on WIFI.  Also, linking with other phone e mail works on the shared data. 

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Dinh
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Margie67Rockstar
asked in Tips, Tricks & Troubleshooting
No Internet

I have had No Internet since 4 pm yesterday. Went through all the troubleshooting advice on self help. Asked for Call Back 3 times, haven’t heard anything yet. Connected laptop direct to modem and still no internet. All lights on modem are correct. Checked IPconfig and modem is issuing addresses subnet, gateway and DNS. on PC. Tried modem reset. Nothing worked. I’m assuming either a problem with the modem of my service has been blocked for some reason.  Any help is appriciated.

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RollingeyesBeginner
asked in Tips, Tricks & Troubleshooting
What a strange case? my phone suddenly showed SOS and I was not using phone

My phone just showed SOS signal suddenly and I was not even using my phone?  What should I do? Tried restarting my phone already but didn’t help. 😔

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Georgia Koodo
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HelioBeginner
posted in Tips, Tricks & Troubleshooting
No Internet/ No call back

Lan red light blinking. Nominal speed 60 Mbps. Real speed, 0,6 Mbps. Resetting modem several times, WiFi factory reset twice. Nothing. Scheduled a call back, Four hours later received a callback from a woman who said "an error occurred, well call you later. Two days later, back to square 1.

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Georgia Koodo
Scott MacFadyen
Scott MacFadyenBeginner
asked in Tips, Tricks & Troubleshooting
Customer Service Fail

So I’ve lost my phone or it was stolen and attempts over the past few days to track it down have failed.  Fortunately I have Complete Device Care or so I thought. Here are my issues with trying to make a claim through Assurion:The first time I tried to access my Assurion account, the wrong email was displayed. I had to use a link from a previous email to get the correct email to show up on the login page. The only way to contact Assurion is BY PHONE. There is no email or live chat. As a single person who have just LOST THEIR PHONE, this does not work. Back to Koodo self-service which again offers no live agents via chat and only a CALL BACK option. Again doesn’t really fly for someone who is trying to replace a lost phone. (Although the bot keeps assuring me that it understands that losing a phone can be stressful.) When completing the claim through Assurion, it indicates that my particular model Samsung phone is longer longer available from the manufacturer and provides options to cho

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Scott MacFadyen
Hholly
HhollyOrganizer
asked in Tips, Tricks & Troubleshooting
Internet down for a week, Koodo keeps lying

Internet service has always been bad but now not working at all. Lights are all on but not enough strength. Koodo keeps saying they'll book a technician but it's been over a week and nothing. Can upgrading to a stronger Internet service help? 

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Hholly
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jfdbdya32y1uConnector
asked in Tips, Tricks & Troubleshooting
MMS Not Working (Send or Receive)

I have a basic Packard-Bell candy bar style phone, and it has been working fine for calls and texts in the Koodo network, however, in spite following the instructions at Setting up data on your non-Koodo phone | Koodo Mobile, I am still not able to send/receive MMS.For me, the biggest issue is the receiving.The phone notifies me that I received an MMS, and I can manually attempt to download it. I get a modal saying “KOODO Downloading MMS.” The modal then says, “Downloaded 0.1k, Total 247.0k.” After about a minute, I receive a notification saying the reception has failed.The phone is extremely basic and I can’t find any information on how to update the OS or even what kind of OS is installed on the phone. It is connected to the 3G network.The settings I have to work with are as follows (given with current value in parentheses if applicable):Username Password Access Point (SP.KOODO.COM) Auth Type: PAP, CHAP, PAP or CHAP (PAP or CHAP) IP Type: Ipv4, Ipv6 or Both (Both) Gateway: 74.49.0.18

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Azah25hasanCoach
asked in Tips, Tricks & Troubleshooting
no internet

I check all connection through modem & router it's ok. But from last week .07 down load speed. Try to connect with live rep but no one responds. 

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Flo Koodo
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Gary BignellRockstar
asked in Tips, Tricks & Troubleshooting
Wi-Fi calling on new phone not working

I bought my wife a new Samsung Galaxy A16 5G which works well except enabling Wi-Fi Calling which fails with error message “The number entered doesn't match our records. Please re-enter your number”.  After entering number and waiting for access code the phone continually displays error message and needs to be rebooted but still does not enable Wi-Fi calling.The previous phone worked well without issue.Please advise on setting up Wi-Fi calling.

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Cliff.KavBeginner
asked in Tips, Tricks & Troubleshooting
No Available Coaxial Cable to use

I purchased a home where a coxial cable connection existed at one time, but the previous owner switched to Bell Fibre at some point in the past. When I selected the 75MBPS Koodo Internet package, I was sent a coxial cable modem and informed that no installer would need to come on site, presumably because a coxial cable connection should already exist at this address.I was unable to find a functioning coxial connection in the house, only the Bell Fibre connection. When I went to the basement, I discovered that the coxial cable had been cut off by the either the Bell Fibre Installer or the previous home owner. I am a pretty industrious person, so I did my homework, bought a Klein Coxial Cable Stripper and attempted to install a new plug on the end of the severed cable. The problem is, the cable was cut off very close to the hole in the wall where it enters the house, giving me less than 2 inches of slack cable to work with. The Coxial stripping tool requires you to rotate the tool around

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Rails1996Beginner
asked in Tips, Tricks & Troubleshooting
my New Iphone 16 wont start

I've had my new IPhone 16 for a week or so and I've never let if lose charge but while at work I forgot my charger and it went dead while playing Spotify. I took it home hours later and plugged it in and let it charge for hours. It got really hot but it wouldn't turn on. I tried the up volume down volume and power on hold technique suggested online and it didnt do anything. What should I try next?  

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gwagner613Beginner
asked in Tips, Tricks & Troubleshooting
Samsung A13 5G (SM-A136W) - Is Android 14 update available?

From everything I was able to find, the A13 should have received an update to Android 14, yet, my phone never offers me the update.Is it available?BR,-- Glenn

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BobwBeginner
asked in Tips, Tricks & Troubleshooting
Data usage

Just started looking at data usage as just started hot spotting and it shows 44.1/125 with green  part of circle at 44.1.Does this mean I have used 44.1 G or I have 44.1 G left?Also if you forget to shut the hot spot off will it chew up G’s?Just moved and don’t have internet/TV so hot spotting for both. 

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bl.smithConnector
asked in Tips, Tricks & Troubleshooting
Koodo Service Not Properly Connected

I switched from Telus to Koodo yesterday. One of my phones connected right away, the other didn’t connect to Koodo at all. I chatted with support this morning; they put a ticket through and said it would be working in a couple of hours. It wasn’t working this afternoon, so I scheduled a call back… then another. After 2 call-backs didn’t happen, I called Telus support, who eventually transferred me back to Koodo. I was speaking with Tech support about getting the one line connected to service … during the process, the first line was cut off. Now both my lines are without service (just an SOS at the top of my screen). I can’t schedule a call back because neither of my lines work. How do I get connected to Koodo support now?

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SidCLDAdvocate
asked in Tips, Tricks & Troubleshooting
Transfer eSim to new device - Prepaid

Is it possible to transfer an eSim from an iPhone to a new iPhone?  I see that within the Apple settings there is a transfer eSim option but I am not sure if that will work for Koodo.

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ShaunDConnector
asked in Tips, Tricks & Troubleshooting
Network busy error

Phone was working fine on Friday Mar 28.  Sat Mar 29 I could no longer call or receive calls.  Everything else works fine.  internet and texting all normal.  When I try to call out I get no tone or ring and after about a minute I get  “Network busy” and the call cancels.  Very frustrating since the phone is not quite a year old and has worked flawlessly since I got it.   It is a Nokia G22 running android 14.I have been to my local Koodo and Telus providers and have not gotten any answers as to why this happened.  The phone is in a case and has not been dropped or abused.

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kabro07Connector
asked in Tips, Tricks & Troubleshooting
Lan light is red for more than 10 min

I just set up my internet for the first time and it is not connecting. All lights green except the Lan is solid red.  It has been red for more than 10 min

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ctadgeBeginner
asked in Tips, Tricks & Troubleshooting
Login Issues

Hello,I am need some help trying to get logged to my wifes koodo account, she dosen’t remeber the user name or password she used when she set up, is there any way to get access to her account? she said it was set up in like a family plan like 17years and her mom at some point transferred ownership to her. any help would be appreciated. 

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SladieBeginner
asked in Tips, Tricks & Troubleshooting
internet - lan light blinking orange

Hi,  I recently installed my Koodo internet and it worked fine for a few days, however the lan light started blinking orange. I’ve tried to unplug/plug everything, reset the modem, change the lan cable. Nothing helps. I have no idea what else to do. My internet doesn’t work. 

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Flo Koodo

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