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Tips, Tricks & Troubleshooting

Learn about your phone and how to resolve common issues

  • 857 Topics
  • 3,673 Replies
857 Topics
J
JohnsterConnector
asked in Tips, Tricks & Troubleshooting
Missed calls

I have recently had an issue where I’ve started to miss calls.  My phone doesn’t ring, and call logs show a missed call, but all I get is a voicemail notification.  This has caused me to miss some important calls and makes me not trust my mobile service.  I know the phone is working because in one case, they called back and it did ring and I answered.  The phone was sitting in a charger on my desk for both calls and they were only about 2 minutes apart.  I need this looked into as it makes my phone untrustworthy for receiving important calls.

2424
J
2 years ago
E
Epic_543Organizer
asked in Tips, Tricks & Troubleshooting
Phone Number Transfer Error

Hi I got my new iPhone 14 Pro Max I am transferring number from virgin to Koodo I keep getting error try again in 1 hour or refresh page been like this for almost 5 hours my number is eligible to be ported I checked

31228
David Trac
2 years ago
G
GeefBeginner
asked in Tips, Tricks & Troubleshooting
Pixel 7 Wifi Calling not working

I received the pixel 7 yesterday, and when I try to turn on WiFi calling it tries for a few minutes, then says to contact my carrier to activate it. I tried schedulling a callback to get help, but it wouldn’t allow me to and suggested the forums instead.  

793
R
2 years ago
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BillTRKBeginner
posted in Tips, Tricks & Troubleshooting
Audio cutting out during calls

Hi, Recently, I’ve been told that my audio cuts in and out whenever I make a call (I have an iPhone 7). As a result, there would be times at random where the recipient cannot hear my voice (however, I can hear their voice perfectly fine during the entire call).My mother has been experiencing the same issue with her phone as well (iPhone 6 Plus). It seems like this audio cut-out happens whenever we call someone (outgoing call), but it doesn’t seem to happen for calls that we receive. We can still hear the other end perfectly fine in both cases. We have not tried calling each other yet -- all of these experiences are based off of the people my mother calls, and the people that I call.We live under the same roof and same Koodo data plan w/ family members (if that makes any difference).I’ve tried out the echo test number (+1 226 244 4444), and the test number that records and plays back my voice (+1 416 342 9562), but my voice plays back perfectly fine and uninterrupted (I verbally counted

3883
Dinh
2 years ago
I
Isabella_AdelineRockstar
asked in Tips, Tricks & Troubleshooting
Difficulty porting number

I followed the instructions to port my number from Rogers to Koodo.  I have not received the text I’m supposed to say yes to, but I do note that the service provider at the top of my screen now says Koodo.  I’m not sure whether to put my new SIM card in it or not or keep waiting.  In addition, I’m porting 4 numbers….how do I tell which SIM card is for which number? 

2132
I
2 years ago
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sharper4Beginner
asked in Tips, Tricks & Troubleshooting
Help please, Account number error when transferring phone number

I am trying to transfer my number from Public Mobile.  I keep getting an account number error message, even though the number is correct.  Tried using the IMEI and that does not work either. I have tried to schedule a callback, but no luck as no agents available.    EDIT:  did get it to work without putting the dashes in the account number 

1661
Allan M
2 years ago
S
snowbunnyyyOrganizer
posted in Tips, Tricks & Troubleshooting
Tips for eSim Activation/No Service Issue: Resolved with Callback

Hey all, For those having issues getting in touch with Koodo customer service, I just resolved my #ServiceIssue over the phone with them and wanted to share my experience and lessons learned.What happened: No service (data or calls) after porting in from Telus to Koodo via eSim on Mon, Nov 28.Resolution/TLDR: Koodo customer service rep activated eSim on her end successfully. After 2 days of self serve and online troubleshooting, I finally got access to another phone line to schedule a callback, which I received as scheduled with no hiccups.8:05AM - Tried to request for a callback in chat, the response: “We’re busier than usual right now, and unable to get you to a rep at this time. No worries, though. [The bot] can still help you! Select a topic [to start all over again]...” 8:07AM - Restarted chat to request a call back again, and received callback confirmation in chat upon 2nd try: “Your call is booked”! Tip: if chat isn’t letting you schedule a call, try again until it does.8:45AM -

6672
S
2 years ago
A
AbraConnector
asked in Tips, Tricks & Troubleshooting
Strange SMS Message

For the last four nights, at exactly 10:30 PM, I get sent an SMS message with a link on it.  It is sent from what appears to be an e-mail address from overseas: “hossein.hamdani@ist.edu.pk” <hossein.hamdani@ist.edu.pk>.  I NEVER click on the link, I simply delete it.  But I can’t block the messages from coming through because they aren’t being sent from a number, rather an address.  This is becoming tiresome because I have to turn off my mobile data shortly before this message arrives so that any information won’t accidentally be auto-downloaded from the SMS coming through.  And this reeks of a scam.  Has this happened to anyone else, and is there some method by which I can block this from being sent?

1017
A
2 years ago
T
tapasBeginner
asked in Tips, Tricks & Troubleshooting
e

I went to greenmobile store to port my Fido number to Koodo. I was told that Porting is done and I just need to put the  koodo SIM once Fido SIM is inactive.I did the same , but Koodo didnt activate the SIM yet.. It has been more than 48 hours (Since Friday 4PM) .My number is still inactive.I went to store again yesterday, they raised another request and gave me temp number. Now when I called them today , I was asked to wait for another  48 to 72 hours.Everytime I call Koodo customer service , they either transfer the call which gets disconnected after sometime or says it will be activated within 2 hrs.Such a bad experience. Dont know when I will get my number back again.Can anyone help.

472
T
2 years ago
D
DMMBeginner
asked in Tips, Tricks & Troubleshooting
Adding a second line

If we add a second line to an existing account will we get a new phone number for the second line? (It is for a phone that does not currently have a phone number.) 

1702
D
2 years ago
N
NorthwestAtomConnector
asked in Tips, Tricks & Troubleshooting
Ported number - texts sent from wrong number

Hi,I ported my old Rogers number last night to my new Koodo account.  I can send and receive phone calls using the ported number.  I can also receive texts sent to my ported number.However, when I send a text, it shows up as being sent from my pre-ported number, not the number I’ve ported over and want to be used.How can I get this fixed?  I not excited to wait 2 days for a callback via the chatbot.Thanks,Garrick

5284
N
2 years ago
J
Jkim1Connector
asked in Tips, Tricks & Troubleshooting
i need help with puk asap!!

I locked my sim and need puk code asap help!!! 

2175
Boa_Guy Koodo
2 years ago
L
LunabbAdvisor
asked in Tips, Tricks & Troubleshooting
pictures via text not working + int. long distance usage

Been with Koodo many years, my plan originally had the unlimited International texts and pictures, it worked all the time.At sometime since October 2022, sending pictures does not work, the screen shows it keeps loading but never sent, which is not succesful.Just wonder why because my plan which was changed recently, still nclude texting and pictures, and I was just trying to send pictures via text to local numbers.I read some thread about it but do not quite understand the difference between MMS and picture texting. If MMS and picture text are different, then how am i supposed to picture text without MMS?Besides, where can I track my international minutes usage via self-serve? My friend with Fido does not have to deal with all these problems. Everyone from Koodo who got that unlimited or 1000 mins long distance add-on has to schedule a callback from Koodo or visit the store to get the sales rep to call Koodo to fix it (by adding the pay per use int. Long d mins add-on in order to use

924
L
2 years ago
P
PeteBConnector
posted in Tips, Tricks & Troubleshooting
not Receiving Calls from Landlines

I went to the states and switched to AT &T sim.  Came back and put Koodo sun back in.  Now not getting calls from landlines and from some other numbers. A guy in a Target store in Washington warned us there would be a problem with Koodo, but nothing we could find agreed with him.  Now think he was right.  Any answers out there.

2399
P
2 years ago
D
dragon3746Beginner
asked in Tips, Tricks & Troubleshooting
Esim No Service

Hi,I just transferred my phone number from Fido to Koodo. I used the self-phone number transfer service and reply YES when I get Fido confirmation SMS. Under my koodo account page, I can see the phone number was already changed from my temporary phone number to my original number. When I scan my Esim card QR code, the number can be added to my phone but I can not get any koodo service. How I can solve this issue? The phone number is really important for me.Thank you,LX 

2165
Allan M
2 years ago
D
DebaBeginner
asked in Tips, Tricks & Troubleshooting
international texts

my plan includes unlimited international sms and mms . Does this mean I can text free of charge from the USA to Cana

602
D
2 years ago
J
jimbomanBeginner
asked in Tips, Tricks & Troubleshooting
How to get my old number back?

Hi so I moved to the states in July and cancelled my Koodo account. Is there any way I can get my old phone number back right now if it’s still available? I’m running into verification issues with some platforms where I didn’t update my number to a new one, so it’d be really helpful if I can get access to my old number.

1971
Allan M
2 years ago
L
LO 044Beginner
asked in Tips, Tricks & Troubleshooting
Porting Phone Number from Virgin

I just switched over from Virgin to Koodo. I can see that getting a hold of someone at Koodo is going to be problematic going forward as even their call back system hasn’t actually called me back at the time they said they would.I tried porting over the number online but I constantly get an error message and to try again later. Anyone have experience with this issue? Am I wasting my time here and should I go to a Koodo store? Can they fix this at the Koodo store or do I have to try and get a hold of someone online?Thank-you.

1021
Allan M
2 years ago
B
Bella_MooConnector
asked in Tips, Tricks & Troubleshooting
Wifi calling not working on Pixl 6a

Hello, I received a new Pixl 6a from Koodo a few months ago and it appears that my WiFi caling is no longer working. It previously worked on my Pixl 4a. I’ve tried restarting my phone and re-enabling wifi calling but the phone keeps telling me to contact my carrier... Is there a setting that needs to be changed on my account?  

19412
A
2 years ago
M
mabboOrganizer
asked in Tips, Tricks & Troubleshooting
Voicemail reset required?

Just ported over yesterday from Virgin. My iphone fails with ‘1’ longpress or voicemail button. I read someone may have to reset my service. Anyone help me this? Cheers

84010
M
2 years ago
L
lostlsendBeginner
asked in Tips, Tricks & Troubleshooting
warranty expried on new iphone 11 signed up 2 days ago

I signed up a new iPhone 11 at Walmart on Nov 25. Today I found out it’s a used phone. Warranty has expired 367 days ago and was activated by someone else in 2020, which was confirmed with Apple. What the hell? Phone sold out at Walmart. What to do? Any advise?

995
Allan M
2 years ago
H
helppukBeginner
asked in Tips, Tricks & Troubleshooting
please help asap - need PUK code for my sim

i accidentally locked my sim I know the code but it wants a puk code not a sim pin anymoreplease help me obtain my puk code i cant call anyone for help i have 8 attempts please!!!! 

9247
Boa_Guy Koodo
2 years ago
G
g0dblissyouBeginner
asked in Tips, Tricks & Troubleshooting
Lost New Sim Card

Hi,I just got a new koodoo mobile sim card at the mall yesterday and lost it.  Is there anyway to get another free sim card or cancel the lost sim.  I try online self option no option.  I try call back chat, just tells me no need call back.  I went back to the koodoo phone booth and they told me call in couldn’t reach anyone that can help just a system keep telling me go on chat and chat doesn’t lead anywhere.  Would be nice if someone can point me to cancel this number or a live agent?

7821
M
2 years ago
C
Charles RichardRockstar
asked in Tips, Tricks & Troubleshooting
Some calls not coming through and going straight to voicemail

HI,The calls from my doctor are going straight to voice mail for some reason (most relevant on Nov 23rd, 2022). All other calls are working normally.Was there Koodo issues that would have been relevant to this issue? I am not aware of any phone configuration I made that would have caused this.Thanks!

7866
C
2 years ago
J
Jacqui DanykBeginner
asked in Tips, Tricks & Troubleshooting
Locked Telus phone to Koodo question

Hi Everyone.. This might be a dumb question, but if a phone is locked to Telus can I pput a SIM card in for Koodo and use it or does the phone need to be unlocked?

7161
Boa_Guy Koodo
2 years ago

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