Tips, Tricks & Troubleshooting

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!

Hi,I just ported my number over to koodo and my WiFi calling can not active from my phone setting even though each time when I tried to enable it I was then redirected to Koodo’s website to complete a 2FA then confirm my address. After being redirected back to the phone setting the WiF i calling is still disabled as the service request eventually timed out.My phone model is Samsung S22 UltraCould I get some help please?

I have a monthly plan for wireless home phone. According to website, VoLTE should be accessible to monthly customers. The wireless modem is the standard one: ZTE WF723CA. According to datasheet, modem support VoLTE. According to datasheet, when signal color is green, the device is on LTE and when signal color is orange, device is on UMTS. On standby, my device show green signal status. Every time I make a call, signal color turns to orange. This let me think that device is not using VoLTE and switch to UMTS when a call is made. Checked IMEI on Telus website and it reported that WF723CA will work on Telus VoLTE network. How can I use VoLTE with Wireless Home Phone? EDIT: The issue disapeared after a power cycle and seams to return after some times... Also, some times,  I got no tone on my phone and, again, a power cycle resolves the issue for some times...

I've talked to apple support and they pointed me towards talking to the carrier to see what's wrong … Apple ID services is using a gig of data a day I have 20 gigs of data and it typically lasts around 2 weeks (14 gigs of it are Apple ID)! They wouldn't tell me any setting or anything or do anything on their end I've deep dived the internet to see if I could shut anything else off and nothing I've tried has worked! Any ideas or clues to what it may be? 

Hi all, wondering if anyone has encountered something similar before.We received a new iphone 11 from Koodo yesterday with the sim card. We attempted to set it up by transferring from another (gen 7 ) iphone. We set up the number transfer from our old provider, which worked successfully onto the new SIM. However, the iphone 11 has been unable to pick up service with this new sim. It remains with “SOS” where the service bars should be, indicating no service. We tested this by switching the new Koodo SIM into another (android) phone and it worked in that phone. We also tested by putting another Koodo SIM from a different user into the iphone, which normally works on their usual phone, and it wouldn’t pick up service on that either.We’ve tried all the usual trouble shooting routes (restarting phone, hard restarting phone, toggling on and off airplane mode, turning on and off cellular data, even resetting the phone to factory and not attempting to set it up with the users’

I keep receiving calls from a No Caller ID number, I am wondering if Koodo can block this number for me as Apple does not give that option.

Phone will not move off the main screen.  It does not work 

Something must have happened to my iPhone 11, and now all of my messages are sending as text messages instead of iMessages.  Does anyone know how to fix this?Thank you in advance!

eSim looping on Activating..I finally was able to go to a Koodo Store to get my eSim and when I got home to activate it on my iPhone it is stuck in “Activating..” What i have done so far:Restart Phone Airplane Mode (On - Off) Reset Network Settings + Restart Airplane Mode (On - Off) Search for help in Koodo website (led me here)I’m planning on deleting the esim through the iPhone Settings but I’m afraid that I will not be able to re-use my esim voucher.Any assistance will be greatly appreciated.

I’ve gone through all the troubleshooting steps, looks like I (and my phone) meet all the wifi calling requirements, but it’s not working. Should VoLTE be showing as an option?

Wifi calling not working on my Galaxy S22. When Ive tried to register with my phone number, it says my number cant be found.

Hello, could you please tell me if bad connection can be cause by SIM card? The reason for my question cause I can not make or receive phone calls in my own house and outside of my house too, even when my spouse next to me he can not get my phone calls and can not call me also, cause he got no signals and it just drop to try to get trough…. Today I was going to call settings and the system gave me MG  “Network or SIM card error.”  What can you recommend me to do? It’s very frustrating to have a phone, pay for the services, and not able to connect to very important calls…Please, help!

Could you please add VoLTE to my account? I'm receiving the error message "The number entered doesn't match our records. Please re-enter your number." When trying to get a verification code to setup for wifi calling.I checked my add-ons on Self serve and noticed that VoLTE is not on there. Thanks in advance!  

How do you watch TelusTV + on an AppleTV streaming device?

I bought an I phone 11 from Koodo online. A rep called and he told me to go into self serve and change my SIM card number. I did. Our call was disconnected and now I cannot call out or receive calls. I can not request a call back because my phone doesn’t work. I messaged on facebook but there is no answer. Koodo assist is of no help. I did shut my phone off. I do not have airplane mode on. I am connected to my wifi. Please help.  

My phone was lost recently so it took one hell of a time getting another phone due to holidays always leaves us in an income shortage by the end of it. I now have a SIM card and a new phone but I can't log in to my koodo account. Usually my password is saved and I forgot my password. I tried to do forget my password I can't use the phone option for 2fa because I don't have my phone to receive the text. And I can't use the email because it also wants 2fa via a text message. I'm not sure how to get by the situation.

I have recently upgraded from an iPhone 8 to an iPhone 13. I can no longer send texts to an Android phone. Help!

I order a new phone online on Saturday and upgraded my plan as well. It’s now Tuesday and all I can see is my order is under review. Does anyone know why?  I’ve tried using the virtual assistant but it was useless. Any information would be appreciated 

Can someone provide any additional information on how to unlock or how to get the PUK code.Thanks

Hello,It appears that I have lost access to my account, When i try to login with email or an account number it tells me there is no record of this account.Today, my phone has gone to “SOS Only” mode, and I cannot seem to get service back.Trying to find the route of the problem, I’ve checked my bank statements and it appears that no tranfer of funds has happened in a while. This was all setup as automatic, I have not received any sort of notice that bills were not being paid. I’m now trying to get things turned back on but a service call back isn’t available until Wednesday at the earliest. Any thoughts????

I purchased a Samsung Galaxy S10+ from Telus in Summer 2019. With that phone I went to Cuba, Boston and NYC twice from then until March 2020. Everything always worked perfectly. I switched from Telus to Koodo in February 2021 with a monthly plan.I went to Cuba in November 2021 and March 2022. Both of these trips my phone did not roam or connect to a network whatsoever. I never got the “Welcome to Cuba” text message, couldn’t send a text, couldn’t call anyone in an emergency. The only way I could use it was if there was wifi. I added easy roam before going as I was going to heavily rely on my phone to get us around Havana where we didn’t have wifi. Both trips I traveled with someone else, both of these people had no issues with their phones at all. One Android who is with Freedom, the other an iPhone who is with Koodo as well. I troubleshooted as much as possible while there; changed every setting, restarted, turned settings on and off, Googled when I could… n

I am looking to purchase a Pixel 6 Pro dual sim international version phone and am wondering if it will be compatible on the Koodo network. Also windering if the sim card from my current iphone will work in the pixel 6 pro. Thanks!

I perviously had Koodo myself about 2 years ago. I have USIM with me. Is it possible to re-activate with the USIM I’ve used in the past?