Tips, Tricks & Troubleshooting

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? 

I'm looking to add my husband as an authorized person to my account since his phone # is connected to my account.Do I need to call in to do this? If so, does anyone have the number to call?

Hi. I literally just set up my new number with Koodo earlier, and around 15 minutes later I saw that I missed a call, which is from the same province as I am at. I called back, a lady picked up the phone and said she didn’t call. I double checked the number with her, it was indeed her number but she didn’t call me. Why would this happen? 

I want to have my son's name on his account. How do I change it from my name to his?

Hey everyone,I find that one I'm in a remote area I lose my LTE service, which is as expected, but then my phone goes back to full bars at HSPA however there is no data coming or going.In these scenarios is there a setting that needs to be changed?Thanks,Bashir

I have given my nephew a Koodo phone number - 7056072269.   I am responsible for the payments.  When I try to set up this account on the web (here)  a verification number is sent to his phone and not me to set up the account.   I would like to be able to view this account and pay the bill.

So I became a Koodoo client 2 days ago.The locals told me that Telus is supposed to have the best coverage in the area (Interior BC).The strength of my signal is 0-2 bars.Data speed (when available 5% of time) is 0.24 mbpsMy plan is 10 gb/55$.I rebooted the phone in the last 2 days more that in the previous 4 years with Rogers.I live in downtown of a small tourist town. The reception hardware hasn’t caused me any problems with Rogers except for the areas in the mountains where they don’t have towers.What can be the problem?I feel like I’ve downgraded from Rogers, and am now paying more.

I am a Koodo customer as is one of my brothers.  Our mother transferred her Telus landline number to her Telus mobile.  Phones with Bell and Freedom can phone her but my brother and I just get a message saying it is not in service and 6UC2.  Any ideas?

  Just switched from Android A5 to IPhone SE because I could not charge my Android.   I received a text from Koodo telling me that I need to turn off next gen messaging on my Android but cannot access the Android because it will not charge.   I saw instructions on how to do this online via Google but the service said that I needed to contact Koodoo to have this done.   Can anybody assist here?

I have an iphone 12.  When I go to settings to create a hot spot, it says it cannot and that I should contact Koodo.  As I am sure you are aware, there is no way to speak to someone at Koodo.  Any suggestions?

I was issued a new phone number, activated my new account 24 hours ago and installed the new SIM earlier today after receiving it in the mail. The SIM card matches what is in my self service profile. I continue to see a “No Service” status. Airplane mode is off, Do Not Disturb mode is off, I have removed and re-installed the SIM card, reset my network settings, restarted the phone and still do not have any service on my iPhone SE (2020).  What else have I forgotten to do?  

I had a repair done on my phone, and was given $100 off i I activated with koodo. I was to cancel within 14 day trial period to avoid being charged. I am trying to activate, but I get stuck at this screen.   

Hi Folks,I’ve got a Pixel 4a and my wife is using a OnePlus 7T. I’ve enabled EasyRoam with KooDoo for both our numbers. On the devices, I have enabled Roaming for the KooDoo SIMs.But, I am unable to send out any texts on SMS on the Google Pixel 4a.I’m can send out test texts from the OnePlus to the Pixel, and the Pixel recives the test. But I texts do not go out from the Pixel to the OnePlus.What have I configured this incorrectly?TIA

Screen stuck on pick new phone/add new line page. Can anyone help me?

Anyone know why I never have internet when the power in my area goes out? The last time, I also had issues with texting anyone.  Can't check on power outage status let alone report the outage without internet.

I have followed all of the steps to transfer my phone number to Koodo, it says it will take up to 2.5 hours. That was 5 hours ago and I currently cant even send SMS messages to anyone I also don’t receive messages if any are sent to me. I DO have the new Koodo sim card in my phone.It is VERY important that this process is complete before tomorrow as I am expecting a very important phone call. I have since called my old provider and they said that for some reason they didn’t get the “yes” confirmation text and I have to redo the whole process. The problem now is that self serve still says the transfer is in progress and there is no way for me to cancel it so I can start over.

I’ve read up on the subject on Koodo, Telus, XDA, and other websites.My OnePlus 6 has volte and vowifi enabled. My APNs and all settings are setup properly.  My SIM is ok for LTE.My Koodo account shows volte as an add-on.But volte does not work. It drops to 3G/H when I make a call.Going into my phone’s *#*#4636#*#* testing menu / phone information, it shows IMS Status / Registration as “not registered”. Who can I contact to whitelist my IMEI so that I can use volte and vowifi? I don’t want to call  regular customer service because they will likely give me the runaround that they’ve given many other people (“incompatible device”) or not know what I’m talking about. I require a higher level technician or engineer.BTW, I also have an LG V30 that has the same problem, yet it’s even on the Koodo list of supported devices! H933 Canada model. It was bought via Bell. My wife’s Samsung S10 (bought from Koodo) has volte and vowifi working perfectly (the testing menu shows IMS as being registered

For few days my data is very slow. Websites will not even load. Its only if I disaable my VPN that data works.  I was told by customer service that Koodo does not support VPNs but it always worked in past.  Anyone else have this issue? What can be done? 

A friend escaping a BAD relationship notes "I hate that even after you block someone on your iPhone they can STILL leave voicemails. Their number doesn’t show up on your call display, your voicemail counter doesn’t show you have a message but when you check your messages, SURPRISE!" Any help to block this caller would be appreciated. I recognize if he changes his source phone # we are SOL. But if he uses his normal phone surely we can block him from VM. Thanks!iPhone 8+