Tips, Tricks & Troubleshooting

I have a Koodo home phone.If I need a replacement, is the price the same as if I were purchasing a new phone?If the problem were just the battery, can a replacement battery be purchased?

Hi,I just switched to the 5G plan, however the eSIM I have is not showing the 5G option (only 3G/LTE).FYI I am on Carrier Setting “Koodo 53” and there is no update. What should I do?Thank you!

Hello:  It seems only my Telus phone calls (from support agents), go straight to my voicemail.  All other incoming phone calls work just fine.  I have unblocked ALL phone numbers that start with the prefix of 1-866, as those are the prefix numbers for all of Telus’ outgoing calls.  After I unblocked those numbers, the Telus agent I was chatting with, attempted to call me again, and it once again went directly to voicemail.  Does anyone know how to fix this issue?

Hi,I transferred my mobility service from Bell to Koodo today Jun 15. I got a text message from Bell about the number transferred, replied ‘Yes’, then service with Bell got cancelled. Now I can call, text, using data with Koodo but I haven't received the welcome text message yet after having been waited for more than 2.5 hours. I saw that many people also got the same issue. Can someone from Koodo please look into it and advise me what I need to do to make sure everything works fine for me and my number was successfully ported  (especially the emergency service like 911). Thank you!

I just received two emails from @msgkoodo. It doesn’t use my phone number, only my email. Help, please.  helen

Do you guys offer bootloader codes for hopeless devices? I believe I got my huawei p20 pro from Koodoo and a while after I got my hands on it, Huawei decided to terminate permanently their unlocking service.Also this phone being quite secure, is uncrackable by third-party programs like PotatoNV, though I did not try any as most cost a few bucks.The software is honestly crap, hope you guys could help my case. I can provide further information on my device if needed.I am fully aware of the risks of unlocking the bootloader and it's consequences (Voiding warranty), I take full responsibility of any damage.

Hi Community, I am travelling abroad and have had someone message me some important information to my phone number. As I’m on prepaid I am unable to activate easy roam. Do you know if there is a way for me to receive this text message? thanks for your help. 

I just ported my number over from Roger’s yesterday.I’m an iPhone user.I can’t send or receive texts to/from android users. I also can’t get a callback from Koodo.Please help. I’ve tried every setting that I can think of.    

Hi! I have been Koodo for since the start of the year but I get a single bar and sometimes no reception in a basement unit where I got full signal with Fido. I have an S21 model number: SM-G991U1I am also unable to get Wifi calling to work as whenever I enable it on my phone, there is a prompt to input my phone number to get a one-time access code. When I input my number it says “The number entered doesn’t match our records. Please re-enter your number.” Any help would be appreciated.

My voicemail notification pops out about a week ago and has been hanging there with no way to clear it. I called the voicemail box probably over 100 times and there is no new or saved voicemail messages at all, but the notification is just not going away which has been super annoying and frustrating.Restarting my phone doesn’t work, removing the sim and reinstalling doesn’t work, using the chat in self service doesn’t work...my phone is a LG Velvet 5G which I’ve also tried any possible solutions to remove this notification but failed…Does anyone come up with the same issue before and has any suggestions? Thank you. 

i can’t renew  password.  It is frozen and I can’t even access the virtual assistant

I have been trying (6 times) to contact “customer service” and was told that a text would be sent to me to arrange a call-back. Never happened - no text and of course no call-back. How do I get help with this issue?

I have a Pixel 6 Pro. I am in a remote camp with only wireless connections. I came up a few days ago and was able to make calls and send texts through wifi. Today I cannot make or receive any calls or messages. I followed a lot of the online suggestions and also reset my network connections. I've had VoLTE as an add on for years. I keep airplane mode on since my phone would be constantly looking for a mobile network to connect to and there are none here but I have tried making calls while switching it off.Please help as I need to connect to my calls for work and will not be in cell range for weeks. Thank you. 

I just received a pop-up message on my iPhone saying: LTE Calls Turned OffKoodo has turned off LTE calls on your account. Why is this?What does that mean?Am I not allowed to make calls anymore?Why is there no email from Koodo with an explanation?

With my Easy Roam connected I can’t call Toronto from Portugal. Always a reply “not a correct country code” 

Hi! MMS is not working, not sending not recieving.  Tried to reset network setting, telus specialist personally tried to solve it also for about 40 minutes, tried also different SMS apps to send. Nothing helps.  He said it is something wrong on Koodo side. 

I requested a simple unlock code using self serve. Koodomobile.com sent me the code but the code they sent me does not work. With a new sim card in phone (samsung s6) Continue get message on phone “incorrect network unlock code entered” .I cannot get hold of koodomobile.com by any means , email or phone to resolve this.  can anyone help with an email,  phone or other contact method forkoodo please? I am stuck abroad with a new sim I cannot use. many thanks, bg

I have a ZTE model Wf721.  It looses its cell signal with increasing frequency and duration. I used to be able to power it off and back on to regain the signal, but this no longer works.  The incoming signal to our house seems consistent as our cell phones don’t lose their signal. Should I be replacing the home phone ZTE and will the current SIM card be transferable to a new unit.

Recently switched my plan from 12GB to a summer deal 30GB for the same price. I Guess I should have known there would be a catch. I cant get cell service anywhere now, streaming music has become impossible in all the places im used to it working just fine before.  Even if im getting 2 or 3 bars still nothing will load. Can anyone explain?

So since yesterday, my partner has not received any of my texts. I have an Apple 11 with Koodo, and she has an Android with Virgin Mobile. I can receive her texts fine, but she can’t see mine.  Would anyone know what might be the issue? Thanks.

How do I turn these off so there is no sound.  I have searched the internet and found 10 different ways all which are not options in my Samsung S9.  I can’t have these going off when I am sleeping but need my phone and sounds on for a medical app.  Any help or suggestions would be greatly appreciated

I recently switched from another carrier to Koodo and everything was fine. Now about a month later my number has been changed on me. When I switched they asked if I wanted to keep my number and I said yes I do.  Now all of a sudden it has changed. to make matters worse I cant even get a hold of Koodo. The number I found does not work.Has anyone experienced similar with Koodo or know what to do? 

Boy, they sure make it tough to get a human at Koodo!!!I have a Pixel 6 running Android 13.  I’d like to use the visual voicemail feature. I’m getting error ‘Visual voicemail isn’t working.  Call voicemail to finish setting it up” message.  OK.  Looks like it’s not set up correctly.  :-)I call voicemail by pressing “1”,  Voicemail works… I get the standard Koodo “you have no messages”.  But it doesn’t do anything towards setting up visual voicemail.So, I go to the voicemail settings > Voicemail.  Visual voicemail is ticked.  Can’t change PIN at this point because I’ll assume it’s not set up.  Let’s try ”Advanced settings”.  Service is flagged as “Your carrier”.  No option to specify Koodo so we move on…I believe the issue is with Setup.  It requests the voicemail number.  It doesn’t work with my mobile number so the only option I can think of is that Koodo has a backdoor number into the voicemail system.I recall seeing a 778-xxx-xxxx number in this field before I entered my mobile n

My 2 daughters have been having problems for the last week with either their call dropping after one ring or their text messages either not sending or not receiving. They have restarted phones and took sim cards out then put back in. Same thing happens, but comes and goes

HiI enabled on the phone and on the self serve portal. the VoLTE still doesn’t work. I have another provide on the same phone and it is working fine. See photo below.SIM1 - Koodo (not working)SIM2 - FIDO (working without any issue)