Tips, Tricks & Troubleshooting

HiMy daughter and I have phones with you but our service where we just moved yesterday is not good.  Can you suggest anything before we change cell phone service companies?

my messages usage on my selfserve are not updating. data and phone calls are.  Any one else having this problem?  

My wife has a Koodo prepaid account. We used it last April in the US since she has purchased add-ons for voice, data and Texts. We are now back in the US for a month. She can originate and receive calls  but she can’t hear the other person. Data and texts messages are OK. We had a Koodo rep call us on another line, who then passed me to somebody in the technical service. She told me that my wife would need a 5G phone so it would work in the US.  She also said no 3G or 4G phones will work on Koodo prepaid accounts in the US! I know 3G phones no longer work in the US but 4G (LTE) should. My wife’s phone is an iPhone SE first generation, which is compatible with LTE and VoLTE.  By the way, I can’t enable VoLTE on her phone,  I get the message ‘’to activate LTE calls on this account, contact Koodo’’ The Koodo reps was no help to resolve this.Finally I find it strange that we can still buy from Koodo add-ons for voice in the USA without any notice that the phone needs to be 5G compatible.Co

My data limit has apperently been reached on my mobile phone despite only being on day 5 of having it reset, when I check the website it says I've only used 19% of my data, but when I check directly on my phone it says I have reached the 2GB limit despite just having it reset, and now I can use my data even though I still have remaining data. I don't know what's going on and I am frustrated to no end trying to figure this out and get it fixed, as I rely on my data to check bus schedules. 

I have an old lg phone that my friend gave me when i lost my iphone in the water.  The IMEI # 354608064160866

When I attempt to turn on unconditional call forwarding (by entering *21*7804123456# then send), I get the message “error performing request Unknown Error”. I’ve tried this with 3 different phones with the same result. Our base plans are prepaid and include free call forwarding. Each phone has more than enough minutes and I’m attempting to forward to a Canadian number from Canada.Maybe the code “21” is not correct, although Koodo Online  help documentation says 21 is the code to use. I can turn on other types of call forwarding using the other codes, just not unconditional, which is what I really need.Does anyone know what might be the problem, or how to get unconditional forwarding to work?

Anyone know if the Samsung Galaxy A31 will be compatible with Samsung 4G network in central Alberta?

 Or is it the i-phone 8 ? I can barely hear the caller and must put them on speaker because the volume is so low! But for some reason, the caller cannot hear me at all either unless I go off speaker.When I listen to the radio on the cell speaker, I also find it low/hard to hear. I'm only 60 years for God sake... 

I just put a new Sim card in my phone and the LTE bars cut in and out constantly and I can't send text until it stays solid. Is this just the Sim card configuring with my phone or is there a different issue? I've removed the tray and reinserted the Sim a few times  

If someone calls ME from the USA (I’m in Canada) - do I get charged? And if so what amount per minute?

EDIT: It seems that the callback agent I spoke to was able to restore my service. It seems I am unable to close/resolve my community posts - this can be disregarded. I am unable to make calls from my phone, and am only able to receive calls very rarely - this has been going on for four days.I am unable to connect to any representatives through the chat bot, and was only able to receive a call once back from callback support.They said to hang up so they can try a few things and would be calling me back. I can see that they are attempting to do so, and leaving me voicemails as I get alerts for a new voicemail, however I am unable to make any calls/connect to voicemail, and can rarely receive calls, so this method of support is not working.Attempting to email the customerservice@koodomobile.com email address - I get an auto-reply that this is not a monitored address. I have tried other email addresses, that have not gotten me an auto-reply (billing, etc), however I am not sure this will g

Hello,I upgraded my phone from an iPhone XR to an iPhone 13.  The new phone arrived by mail yesterday and included a new SIM card.  Do I use the new SIM card with the new phone or transfer my SIM card from my old phone to the new phone?  Probably an obvious answer but I wasn’t sure.   Thanks in adance.

How do I put a sim card into my new samsung tablet from koodo  

I've been with Koodo for 5 years and have always had an issue signing in to self serve. Its always the same issue and steps. Call kudo, wait hours or days for a callback, they temporarily fix the issue, the next time I try to log in it gives me the same issue so I'm in a constant circle of not having my self serve available. Its honestly getting to the point where I may just switch companies. Someone please help, customer service is not doing their job

I have been on Koodo for almost 2 years now. yesterday I got a call asking why I wasn’t responding to to texts. I had not received any messages and I tested a text with the person on the line. It shows my texts are being sent but the recipient is not receiving it, and vice versa.  I have a pixel 6 and everyone who I am having this issue with has a iPhone.looking back I have not received a single text from anyone with an iPhone since August 26th.phone calls, messages between other android devices, and all my data functions are working properly. only when I try to send an SMS/MMS to iphone is there an issue.things I have done to troubleshoot:reset phone hard reset deleted the messaging cache run it on airplane and safe modes for a few minutes switched between 5G, LTE and 4G Removed SIM card for 5 minutes deleted all old messages reset all my network settingsAfter every change I would restart the phone.I am starting to think this is a SIM card issue but really don't know where else to tur

Someone help me understand. I plugged my phone into my computer to use itunes and had Steam downloading some updates in the background. Well I hadn’t realized that my PC was tethering internet from my phone….however, my phone was connected to my home wi-fi network and had very strong connection...So why was my phone pulling cellular data to feed my computer internet!? First thing was I got a text alert that 50% of my data had been used….I thought normal, since I’m halfway through billing cycle and maybe the alert was delayed from earlier in the day. Then 3 minutes later I get the 90% alert!! There goes all my data, I’ve now used 7.4GB of 8GB and there is 13 days left. PLEASE WHAT HAPPENED

I’m getting a new phone and would like to convert to an esim. Question is, after I have the voucher do i need to do a sim swap in self serve or can I just scan the QR code when setting up the phone? Thanks.

In the past week or so I’ve had a couple of occurrences where I’m getting a message that my phone (a Samsung A70) has no sim card or it can’t send text messages.  In addition, when I make or receive a phone call the other caller keeps cutting in and out.  They can hear me fine but I can only hear half of what they’re saying.  I’ve tried powering off and back on which seems to temporarily fix the situation but it is happening more frequently.  I’ve also tried removing and reinserting the SIM card but that doesn’t seem to make any difference.   I’m wondering if I might need to replace the SIM card?  The phone was brand new 30 months ago. 

Hi, I recently moved from Montreal to Vancouver and I transferred from Fizz to Koodo about 12 days ago (I kept the previous phone number). Everything was ok till 2 days ago when I found that I can't call anyone. I tried calling Vancouver numbers, Montreal numbers, my friends, none of them worked and it always says “the call cannot be completed”. Also, I think people can't receive my texts. I can receive incoming calls and text messages.  Please help!

How can I use my IMEI number to confirm that my phone is compatible with the Koodo Network?

My voicemail hasn’t worked for the last several days. Every time I attempt to call it I either get an ‘Error performing request Unknown error’ message or it connects and is completely silent. When it connects and I end the call, I get a call failed message Seems to be the same issue here: 

Hi everyone,This morning I received few calls from different numbers, and considering they are unfamiliar to me I didn't answer. I logged in my account and checked Usage and it says that all calls were outgoing, but I didn't make them, and I didn't answer them at all. I keep account tight and secure, so I know I am not hacked.  Anyone had similar experience. Attached is photo of all outgoing calls and some messages, these numbers were not on my display. Area in black is my phone number. 

I recently got the promotion plan of 20GB 4G for $60/month.I am using an iPhone 11 Pro but my voice and data is still on LTE. When I go under my cellular data options there is only 3G and LTE as an option.Does anyone know how to get my phone onto the 4G network?

I travelled to Washington state and California in June and just got back from Boston. In all three locations, Easy Roam simply did not work for calling and text. My phone consistently said that it could not connect to a network and I was on a different phone in June than August so I don’t think it was a defect of the phone handset. I’d restart the phone, try connecting manually to a network, and it would never stay connected. Any guidance on how to make Easy Roam work would be helpful. My wife is on Koodo and her phone has no such issues.

- the phone was bought in Africa (Infinix Smart 6)- I no longer have my old phone or sim card, so I bought a new card and used self serve to move my number to the new sim card in the new Infinix phone- it's my first time trying to use a Koodo sim card on the phone, it did not work- I have restarted my phone + removed and reinserted the sim card multiple times - in my settings the sim card is detected as "Telus" not Koodo - my settings say there's no service when the card is inserted - is this happening because Koodo doesn't work on Infinix phones or is there another issue?