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Tips, Tricks & Troubleshooting

Learn about your phone and how to resolve common issues

  • 888 Topics
  • 3,712 Replies

888 Topics

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Phil412Rockstar
asked in Tips, Tricks & Troubleshooting

New SIM, no network connection

I got a new SIM card(monthly-billed) for an ASUS Zenfone 5Z that was working fine on Fizz network(unlocked phone, not bought from Fizz).  I transferred my old phone number from Fizz to Koodo and the transfer did work as my self-serve account phone number is now my old phone number but I did not received the welcome SMS from Koodo.  When I put my new SIM card in my phone, I had 3 APNs, Telus, Koodo and Public Mobile, none of them would connect to the network, ‘Emergency Calls Only” is displayed on top left corner.  I  made a new APN as per the “Setting up data on a non-Koodo phone” page, won’t connect.  Airplane mode is off, Do Not Disturb mode is off, I removed and re-installed the SIM card, reset my network settings, restarted the phone, switched it off-on, etc still no luck.  Tried making new APNs with Koodo APN settings from the web, nothing is working.  I put the Koodo SIM in a Samsung A13 and still no network.  Thanks for your help 

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1 year ago
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ChrisJBBeginner
asked in Tips, Tricks & Troubleshooting

Can send MMS but not receive

Yesterday everything was working fine, able to send and receive MMS. Then started seeing MMS as "New message available for download" but could not download. Confirmed was able to send MMS without issue. Checked, removed, and readded Koodo APN, did not work. Using Google Messages, uninstalled and reinstalled, did not work. Checked default messaging app, same issue. Restarting phone did not work. Removing SIM and reinstalling did not work. installing SIM into different slot did not work. Reset network, did not work.Oneplus 7 Pro, Android 11 (Oxygen 11.0.8.1.GM21AA)

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C
1 year ago
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CB108Beginner
asked in Tips, Tricks & Troubleshooting

Data not working even tho I have Easy Roam

Hello!!! I travelled to Ireland in June and even though I have easy roam, my phone was unable to connect to data. I could only use wifi when it was available. This has never happened in all the countries I’ve visited. It was stressful and unsafe - not being able to use my phone when outside of a wifi zone. I could not even call Koodo or anything because data was not connecting. I had my data roaming on and everything, I’ve done this so many times but it just did not work in Ireland. Thoughts? I should mention that this was the first time travelling with my new iPhone, which I purchased directly from Apple and not from Koodo-my previous phones were purchased directly from Koodo. Not sure if that makes a difference? Nothing has changed with my Koodo plan. 

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Boa_Guy Koodo
1 year ago
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Karina IrvineBeginner
asked in Tips, Tricks & Troubleshooting

network issues

Hi,My phone calls keep getting dropped and the audio is really scratchy. Can you help me determine what the issue is?  thanks,k

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K
1 year ago
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DonnaqCoach
asked in Tips, Tricks & Troubleshooting

text messages

What can I do if I keep getting text messages with downloads to my number.  I just got the number a week ago,  and have not gave the number to anyone yet. 

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1 year ago
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ParmanBeginner
asked in Tips, Tricks & Troubleshooting

Block international calls

Hello, I want to block all international calls calling me. How do I do that?

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Allan M
1 year ago
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tomorrowPhoneBeginner
asked in Tips, Tricks & Troubleshooting

Transferring landline number from Bell

Hi, spoke with Koodo regarding transferring my Bell landline to Koodo mobile phone. the rep said they did all on their end and that I have to call Bell withing 24 hours to give them my permission for the transfer or the transfer will be cancelled. I called Bell, the lady said I didnt have to call because the process is automatic: as soon as the number has been transferred, it is automatically cancelled at Bell. The only thing she can do is to cancel the line. I was not sure it is the right thing to do. My cell phone has the transferred number, can call and receive calls. Should I still call Bell to cancel it or just wait (how long?) thanks,

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Allan M
1 year ago
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CI_1Beginner
asked in Tips, Tricks & Troubleshooting

Bad reception

Since I switched to Koodo from Telus and everyone complains about the quality of the calls on the other end. I never had such an issue on Telus for 20 years. So if Koodo is on the exact same network, why is this huge difference? It’s been 2 years since I switched, and I started facing the issue day one and never gone away.Is there some sort of a support that can troubleshoot this for me or should I just leave ?

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Allan M
1 year ago
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CinnamonNZLBeginner
asked in Tips, Tricks & Troubleshooting

Phone Compatibility?

My Husband and I both got emails from Koodo stating that our Samsung Galaxy A11’s will no longer work in America when we travel there, even whilst using the $12/Day US Easy Roam. Now we can’t find the email or any information about US compatibility and we’re worried as we need the phones for work and to keep in touch with our daughter.

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Dinh
1 year ago
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JesseKBeginner
asked in Tips, Tricks & Troubleshooting

voicemail not working

Whenever I try to access my voicemail a screen pops up that says “error performing request” and when I close out of the voicemail it says call failed - I’ve tried restarting my phone and it didn’t help. Any ideas?

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1 year ago
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AnnicusConnector
asked in Tips, Tricks & Troubleshooting

Phone overheats and calls get dropped

I’m reporting two issues. I recently transferred over from another provider while keeping the same phone that I’ve had for about a year, so I know my phone itself isn’t the issue.I’ve only started using Koodo for the last couple of days and I am discovering that my phone starts to overheat greatly while I am on calls and this may or may not be related to my calls getting dropped. It could be a separate issue.Has anyone else experienced this? Is there a fix? Is this a faulty sim card?

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A
1 year ago
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RNDConnector
posted in Tips, Tricks & Troubleshooting

Email Sync

So in the last two days I can not receive or send emails when roaming, not syncing. If I am connected to WI FI everything works perfect. I have checked the network. I have deleted all emails and re added to my phone. Triple check all incoming & outgoing server setting. Can anyone HELP PLEASE

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R
1 year ago
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BeccaJayBeginner
asked in Tips, Tricks & Troubleshooting

Phone Blocking husbands number

All of a sudden my phone started blocking my husbands number.  Have checked for updates.  Turned phone off and on.  Obviously, I did not block the number so I am unable to go in and unblock it.  Any suggestions would be great!

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Dinh
1 year ago
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jfiveBeginner
asked in Tips, Tricks & Troubleshooting

I transferred my phone # to my wife, now I want to add a new phone # but cannot

I recently transferred my phone number and existing plan to my wife (using transfer of ownership), and that was fine.  Now if I log into my Koodo account, when I try to add a new line (click Shop-Plan), the plan page shows up but is greyed out with a blue box on top saying “Please select an account”.I have no options to choose or any way to proceed past this screen. Do I need to set up a new account with Koodo??Thanks,John

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Boa_Guy Koodo
1 year ago
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JazzyBeginner
asked in Tips, Tricks & Troubleshooting

us trip avoid fees

I am going for a week in the US… My husband will have a US plan of is compagny cellphone.  I checked for the add-ons for the us for my phone and my kids ( so 3 phones with koodo)But with 3 phone at 15$ a day if use for a week it’s a  big number at the end! Koodo seem to tell that if I put the phone on airplane mode and use only the wi-fi on site that i will not have charge on my phone.  But I want to make sure of it! So did someone try it during one of their trip?  I am ok for the week on airplane mode and just using wi-fi on site or I am better to close the 3 phones for the week? thanks 

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Boa_Guy Koodo
1 year ago
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Keesha48Beginner
asked in Tips, Tricks & Troubleshooting

Samsung A10e Phone

I Am New To This Phone And Cell Phones. How Do I Find Out If My Phone Has A Passcode. Where Do I Look ? 

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1 year ago
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BabsAmbassador
asked in Tips, Tricks & Troubleshooting

Text Not Always Sending

I have a Samsung Galaxy S20 fe 5g phone. I have been having trouble with texts not sending. I seem to be able to receive texts no problem. 

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Dinh
1 year ago
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ryaodetteBeginner
asked in Tips, Tricks & Troubleshooting

I need to get text message forwarded from broken phone

I dropped my phone and the phone is non responsive. I have a new phone on the account but need to install certain apps like facebook and google. They are sending recovery text codes to my old number. I cannot access these aps without these codes. How can I forward my texts from broken phone to new phone

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1 year ago
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Irene MBeginner
asked in Tips, Tricks & Troubleshooting

Call Waiting & Conference calls

How does call waiting and conference calls work?

2
I
1 year ago
Karine B
Karine BBeginner
asked in Tips, Tricks & Troubleshooting

Receiving calls with no sound.

I have not been able to receive calls lately, calls come in, I answered but I can't hear anyone and no one can hear me. I call back and it is all good so my out going calls are working. What is going on?

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Karine B
1 year ago
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danny57Beginner
asked in Tips, Tricks & Troubleshooting

Not recieving OTP from abroad

I am trying to receive an OTP on SMS from a company in Israel. I received OTPs from them before but now it stopped working and the company is saying that the problem is on my mobile provider side ( I am also sure of this). How do I fix this? Thanks,Danny

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Dinh
1 year ago
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R.minderBeginner
asked in Tips, Tricks & Troubleshooting

New line is receiving calls for a different number

I recently added a new line to my account for my sister’s new phone. We confirmed the new number and she is able to send and receive texts and calls.  The issue is another line is directing calls to her number. Her number is completely different than the other number and she has been texting the person the calls are supposed are directed to, but if some one phones him, she gets the call.Anyone else understand the issue? i could change her number but I’m not sure if the would fix the internal issue within Koodo.Thanks

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1 year ago
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yurkorOrganizer
asked in Tips, Tricks & Troubleshooting

Disable Phone app on tablet

I am using koodo sim card with tablet plan on 3d party xioami tablet. I can’t uninstall Phone app on the tablet - disable option is unavailable. However I have some strangers calling me from time to time on koodo tablet sim card (I never gave sim card number to anybody) and somebody from my family from time to time is answering a call. Call barring option is not implemented by koodo. How can I block incoming calls (and potentially all calls) permanently?Thank you

3
G
1 year ago
Sandy Fu
Sandy FuBeginner
asked in Tips, Tricks & Troubleshooting

Do not have call and text on samsung S8+ phone

Recently I got my samsung tab s8+, I try to use the call and text feature with my Samsung S8+ phone on the same network. No luck that I only see the feature on my tab, though not on my phone,. I chat with Samsung,  they were saying that Koodo disable the function. Just wanted to know, how to get that call & text feature on my Samsung S8+ phone.Tim Chow

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1 year ago
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MichaelRockstar
asked in Tips, Tricks & Troubleshooting

Using a cell phone booster at the cottage

Hi,At the cottage - the cell signal is pretty weak.  We’re surrounded byI currently have a cell phone signal booster made for cars/trucks.  It works sometimes and other times it doesn’t.  It seems to be a random thing or if I’m lucky. Without the booster - there is no service at all.  With the booster - I can (sometimes) get “two bars” and make calls and send text messages.   The calls do sometimes get dropped - and other times we can talk for 30min and more.  This car/truck booster uses a “omni-directional” antennae.I’m considering getting another cell signal booster that’s made for home/cottage use.  It comes with a Yagi antennae.I read that Yagi (directional) antennae are better at picking up weak signals - BUT it has to be aimed directly at the cell tower. Does anyone have experience with cell phone signal boosters?  - using a directional “Yagi” antennae?Thanks.mjl  

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BobTheElectrician
1 year ago

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