Tips, Tricks & Troubleshooting

I have two koodo phones - one is an iPhone XR (~3 years old) and the second on is a new iPhone 14 (2 months old).  I use the XR, my daughter uses the 14.  We have noticed that the signal on the 14 is significantly worse - we can be sitting right next to each other in the car and I have service and she does not.  Likewise in buildings - many times she has no service and I do,  Is there any explanation for this, is there some setting that could be causing this.  I thought a newer phone would be better than my older one, but apparently not.

I have no internet without WI-FI. It worked fine for 3 years suddenly stopped  this month with no reason.  Usage for Feb 2023 is 0, my account is  in good standing there was no changes to my phone or account. Help!!!!

Hi,Looking for the specific RFC IP ports required to properly configure a firewall to allow WIFI Calling. My research shows that there are some common standards but each carrier might have some distinct ones for their implementation. Could you document those for me please? Common RFC port assignments - UDP 500, UDP 4500, TCP 143Others I have seen - UDP 5060, 5061 - TCP 5060, 5061And any specific DNS/IP addresses if necessaryI have to provide this to the corporate security team to allow access as they have the network locked tight.Thanks 

I work at a process plant, we have an an alarm system that sends sms messages automatically when certain process conditions happen.My problem is that I do not receive all messages. I know the system works because I receive most messages and my colleagues with Bell receive all messages. I believe it’s some spam filter from Koodo but can’t be sure.Messages are sent from an email address to (my number)@msg.koodomobile.com and contain around 120 characters.

Woke up this morning to cell phone (iPhone XR) telling me I had cellular issues, no service. Have latest software installed, tried restart, sim removal, network system reset. Second iPhone in house is fine, both have same carrier number, Koodo 53. Have mid-afternoon appointment with Apple, but am open to ideas.

Here’s the band support info of the phone I‘ve found LTE/LTE-A：4×4 MIMO；Band1/3/38/40/41 4×4 MIMO; 其他 Band：2×2 MIMOBands supported：2G: GSM 850/900/1800MHz2G: CDMA BC0（ 800MHz ）3G: UMTS(WCDMA) bands 1/4/5/84G: TD-LTE bands 34/38/39/40/41 4G: FDD-LTE bands 1/3/4/5/8/28A5G: NR:n1/n3/n5/n8/n28A/n40/n41/n77/n78 Any advise on if the above spec will result in solid signals in Canada would be greatly appreciated. Thanks in advance.

I have just received a new physical SIM card in the mail for my new Koodo plan, but I cannot find information on how to transfer my old number to Koodo if the old number is on an eSIM.  I am not able to follow the provided instructions from Koodo’s tutorials, as I do not have a physical SIM from the previous provider to remove. Please advise on how to proceed with the transfer. (I.e. do I need to use the “Delete eSIM” button in the iOS Cellular settings for the transfer to take place?

Due to service and network outages in the Okanagan with severe snow storms - I lost service and network for almost 3 weeks. I have just gotten a full monthly bill, but only used one week of service. Am I entitled to a refund or a credit for services? How would I go about that, as when I’ve gone in store - I was told no help via Koodo in person - only online..

Hi, I need to turn off the feature where people put in a number to reach me. How do I turn it off and on?

When I am traveling with my kids I create a hotspot for them so they can access the internet with their tablets and phones.  YouTube is the only app that does not work, it says it is unavailable in my area.  Can someone at Koodo help resolve this?

I can't seen to make phone calls or receive phone calls!! Tried restarting phones and Sim card out. Happening with my husband phone as well. Both Samsung galaxy note 10+

On my Account, I, Have (3)Separate Lines….(1) - Main, Mobile Line(2) - Tablet  **this Tablet has Been 100% Paid off…(3) - MY, New ZPAD Tablet.The Question I, Have is :Should I, use the same SIM Card, from my 1st Tablet, in my NEW Tablet or Should I, use the SIM Card that is Provided, with the NEW Tablet?**my Old & New Tablet, Have Separate Phone Numbers, BUT, they are on the Same Account.ADVICE??

I lost my phone and had to get a new sim card. Is there a way to see not just my call history but my attempted call history between when I lost it and when I got my new sim card?Thanks!

Currently in Europe and made the mistake of putting my account on Seasonal Hold before I left Canada. Went to the Koodo website and changed my plan back to active, but Easy Roam is not working. Have scheduled 3 callbacks and not one of them worked. Have tried everything included removing the Koodo SIM card and requested 3 callbacks none of which worked. How do I get my account rebooted by Koodo?

When connected to lte on the prime video app, video streaming is not reliable even on the lowest quality settings.  Ran several speed tests and I get high speeds, so I believe it's being throttled to the point it's almost unusable.  Tried my vpn but then the app is completely blocked from accessing the internet (also seems to be a koodo issue, works on wifi).  What's the point of selling bigger data packages if they can't even be used?  Also this was at 2am so I can't imagine it's a network congestion issue.

I’ve got Koodo VoLTE Access, have reset the wifi calling feature a number of times AND turned my phone off a few times and the wifi calling still does not work.  Any new suggestions?? 

I have two new lines, both pixel 7 and wifi calling is not working. Says to contact carrier but I can't get a hold of customer service and can't easily schedule a callback because of crappy service without wifi calling. I need it enabled on both phones

Hello, out of nowhere my personal hotspot has just stopped being available. This is what it looks like. Of course, I cannot reach anyone at Koodo to resolve this. The chat bot has no idea what I am asking. Any ideas?   

I’m not getting confirmations codes on new phone. When I try to confirm accounts, Uber, Facebook etc… I don’t receive any codes. I can’t use any apps on my phone now.

TCL 20s won't charge unless charger is held in tight.  Koodo won't bother to help because it's over 1yr old. Took a repair store to be looked at they took phone apart and they don't even know what's wrong with it as nothing is broken inside the phone. Any ideas or anyone have same problem???

Why was my wifi calling  disconnected  ? I can't turn it on without that link. 

Just started this last week, started using Koodo in September.  A friend tried calling and the calls didn’t connect or went straight to voicemail.  Hadn’t changed the settings and voicemail is disabled as per the instructions and set for max rings.  Managed to arranged for call back - sat and watched the phone, they tried 3 times and it never rang and I didn't have a chance to answer it as it must have gone right to voicemail.   This has happened with phones from other cell phones and from landlines.   Its very important we have a phone for calls to the doctor as my husband has Parkinsons Disease and we have regular phone check ups scheduled.    

I am trying to schedule a call back so I called the Koodo customer support number. They sent me a text sending me a link to Koodo Assist. That link doesn’t work - the page doesn’t load. I’ve tried it both on my laptop and phone. I tried to access Koodo Assist via the website as well and the page does not load that way either. If a customer service person could contact me to arrange a callback, I would very much appreciate it. Thank you, Mike Britton

Wifi calling stopped working Volte was previously activated (may need to be done again?) and restarting the phone does not fix the problem. 

Hello,  I recently switched from sasktel to koodo.  Since the switch i cant receive gov of canada 2 factor authentication texts.  I reset the clocks and both computer and phone.  Apparently koodo might have the number blocked?  any idea how to fix this?  Thanks!