Tips, Tricks & Troubleshooting

I tried converting my physical SIM to eSim as per instructions on your website and now neither my physical SIM nor my eSim work. I received an error during the conversion process that it failed, after that it was no longer working and there is no option to convert the physical SIM anymore.  I’m using iOS 16.4.1 and I was connected to the Internet at the time of the conversion. Chat is of no help as the assistant doesn’t recognize the problem, and even if it did, it wouldn’t help to schedule a call as my service is not working.

I purchased new phone and VM does not answer calls.  I can access my VM but no one can leave message, the phone just keeps ringing without VM cutting in.  How do I fix this?

Hey all, I used the feature in iOS 16.4.1 to transfer physical SIM to eSIM so I could utilize second phone line (other phone would be the source of the physical SIM in my iPhone 13 Pro).  after following the instructions the transfer was stuck on “Activating...” for over 30 minutes.  at a certain point I received a pop up telling me the eSIM failed to activate.  now the information is gone from the physical SIM and the eSIM does not work.    I have tried: 1. read a ton of FAQ/Community posts, 2. Toggle Airplane mode, 3. restart phone 4. reset network settings I don’t want to remove eSIM from my device because I won’t have anything left. Appreciate any help possible!

I inadvertently deleted the phone number of a person I was texting and now I don’t know how to get in touch with her.   Is there any way you can recover that information?  Text numbers don’t seem to appear on my bills

Android Koodo subscriber to Android Koodo subscriber: PNGs in text messages result in "one or more media attachments were removed" error. JPEGs work fine. 

Question. Hoping someone can help. Currently in the U.K. Have an iPhone 11.. EasyRoam is enabled. First day here I was able to text to people back home. Second day here and unable to text anyone except others who have an iPhone. Can’t make calls back home. Can’t access my voicemail. Shut the phone off and turned back on and it’s still not working. Data is working. But not being able to text or call. Any ideas on what’s going on?? Thanks so much. :) 

When I switched to an iphone from an android device, the Google Drive app stopped working properly for me. I think it’s an issue with the phone. I am unable to open more than one document from the Google Drive app. As soon as I open a second document the first one closes. Has anyone else experienced this? It makes working on Google drive impossible, if I need to have more than one document open.

I have an LG K61 and the charger has completely fallen apart. Is there a way to get a replacement from KooDo?

I have no Cellular data since yesterday! anybody know anything

Hi there - sorry if this has been answered already (I couldn’t find it).  I’ve successfully activated an esim on my lte version of the galaxy active 2 lte watch.  I can make phone calls and receive phone calls, but I cannot send any SMS messages from my watch without my phone present.  The purpose of this is a standalone device for my child who does not own a phone (so no phone will be near by).  Has anyone else got this to work or should I go with another esim from Shaw or someone else?  Thanks

I'm unable to activate my wifi calling. I'm on wifi and have cell service when activating. Once I leave service and drive back to my home, (which has no cell service, but has wifi), I recieve a message along the line of "unable to activate wifi calling"I downloaded a third party app and when I go to the settings on the app, the voip function is not able to be turned on. Their trouble shooting page says when this happens it is because your service provider doesn't support voice over wifi calling or because they ha e it turned off on your account. I have a post payed plan and when I look at my features on the koodo self serve website it says I have voice over wifi feature for $0.I appreciate any help you can offer.   

Has anyone been able to use their A50 with Koodo’s data? I have no problem with wifi or making/;receiving calls. I have added all the recommended APN settings, but still no luck. I see this phone is 67% compatible with Koodo, so no sure if the problem is my phone or something else.Any suggestions?

I just ported my number from another service yesterday. I am unable to log in to certain online services (MyCRA, PayPal, PayBright) that require a 6 digit code to be sent to my phone. I initiate the login but don’t receive the text message. I am able to send and receive text messages from other contacts.

Hello, I’m currently travelling in Germany and cannot send any SMS and cannot make any calls. I can receive calls and SMS no problem and I do have International Data and Voice roaming enabled on my account. When I attempt to send an SMS, the phone tries for a while and then gives me an “Error 8” notification.I also tried restarting, resetting network settings, switching network providers, removing/adding/removing EasyRoam (I don’t want to use EasyRoam as my usage is low enough to warrant pay-per-use). The exact same thing happened last year already and it took a few callbacks and the Koodo rep resetting certain settings remotely to everything to work. I hope this is not a consistent problem with my account, meaning that everytime I go abroad I will have these issues?Thanks.

EasyRoam enabled (from Canada) when daughter is travelling in Europe. International voice roaming and international data roaming are active add-ons. Her phone won’t connect to a network - has tried turning roaming off/on, restarting, etc. Should network selection be on automatic or attempt to manually select an option? Any ideas? 

I am on vacation and have my phone on airplane mode and have been using wifi since I don't need to call or text while I am here. All other sites are working and even other parts of the site but I can't get to the login page for self serve. Is there a history of the Koodo site being unreachable from other locations like Cuba? My internet browser just comes back with an error that the server did not respond and times out.  I can't check if my payment for my last bill was received since I can't log in. I get an error message when I get directed there by the chat bot as well. 

The wireless home phone I installed for my mother-in-law has a lot of noise on the line. How do I solve this?

Just bought a new S20 ultra but i cant use wifi calling,i can activate it and then i can give the 6 digit code that koodo sent me but after that it just cycle with the ‘’requesting service. Please wait...’’.Had no problem with my s9 before for that feature.Please flag a rep to unlock this feature, thank you! 

I bought a GPS tracker that requires a prepaid SIM card to communicate with the app. I installed the SIM card but it doesn’t appear to work. Going through the troubleshooting with the GPS system it said to deactivate the pin number on the SIM card. How do I do this?

We are new to Koodo and our phones (my spouse and I) say 2GB of data however we have a 10GB plan. How do we get the phone to match our plan? My husband is getting data usage warnings because it goes by phone amount and yet he had 8000mb rolled over from the previous month.

I travelled out of country, used Easy Roam, and now back at home the voicemail insist I must  enter a password. I’ve done that, I’ve even reset it, I’ve done #4#4 to make it on and turn off again (asking for password) but it is still asking. Clues? tx

I cannot make a voice call to my home in BC while roaming in the US. I can receive voice calls from Canada, texts and send texts . Easy roam can be added or not. Makes no difference. Looks like my Samsung Galaxie is having network connection issues. Any ideas please?MikeyinPoCo

As a parent, is there anyway to turn off data on my child’s phone? Either randomly, as needed or  say I want to set up a down time from 10pm to 7am the next morning.  

Hi, Phone : s23 ultraIssue : low/no network services where I live. I did enable Wifi Calling, but according to reddit , telus/koodoo disable the option to priorize the Wifi over cellular network for wifi calling. So when I move in my house and get to a zone where the cellular network is stronger, my wifi Calling drop, and won’t come back automatically. So I miss calls , kind of important since it’s my work phone… See the screen shoot, I did NOT have the option to change it, instead we have the : ‘’ emergency address’’ Thank you

Hello - I have been experiencing poor reception on my phone at home, in the Capilano area of Edmonton. Only 1 bar and the reception cuts in and out during voice calls. This has only started in the past couple of months. Anybody with the same issue of know how to resolve?