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Tips, Tricks & Troubleshooting

Learn about your phone and how to resolve common issues

  • 889 Topics
  • 3,859 Replies
889 Topics
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GladysBeginner
asked in Tips, Tricks & Troubleshooting
eSim with Huawei.

Can I use my Huawei P30 pro with Koodo? Watch about the Sim card that is integrated in the phone. Can I use my Huawei phone with Koodo and have a eSim?

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layhallBeginner
asked in Tips, Tricks & Troubleshooting
my phone was stolen and koodo assist can't connect me to an agent

I feel like i’m going insane. there seems to be no way to connect directly an agent anymore but i need to discuss my options as my phone was stolen this weekend. does anyone have a direct line? thanks for any help

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msjiBeginner
asked in Tips, Tricks & Troubleshooting
Wireless home phone not receiving calls

Hi, I had Wireless home phone for about 2 years. Every few months, i have an issue whereby it does not receive calls. I only realize it if i have not received calls from some time. I test it from my other cell phone and my calls go straight to voice mail. Only way i have found to fix it is to turn off the unit, wait and turn back on. This issue has caused me to miss some important calls. Why is this happening? Any fix you suggest?

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LkwCoach
asked in Tips, Tricks & Troubleshooting
wifi issues

Can anyone explain why this keeps happening? My phone is connected to wifi. I'm sitting with 3 other people who are with koodo and connected to the same wifi and aren't having any issues but my phone is defaulting to data saying it will reconnect to wifi when the network quality improves. But when I turn off my data then the wifi connects and there is no issues with the network quality as it works perfectly fine. As soon as I turn the data back on it won't connect to the wifi again stating again that it will connect with the network quality improves. Just some background I have a Samsung A32 that has had ongoing issues since day 1. I have spent numerous hours talking to koodo tech support, my phones been sent to koodo to be fixed and it's been sent to Samsung to be fixed. Both times it was sent away I was told there's no issues but it comes back with the same issues. Any helpful insight is appreciated.

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Federico Argüello
Federico ArgüelloOrganizer
asked in Tips, Tricks & Troubleshooting
Not receiving SMS short code from Portuguese bank (in Canada)

Hi, the title says it pretty much. I’m unable to receive a verification code from a Portuguese bank while in Canada. The problem seems to be only with this bank and their verification system. I have received other short codes texts with verification codes from other services in Europe, so I’m not sure what’s happening. I have seen other posts with similar issues, but I guess what’s not clear yet (from Koodo) is if there’s any way messages are being blocked (for any reason) from Koodo when it comes from overseas (Europe) and triggers some sort of safety system? They said they have investigated other cases like mine and they haven’t found any issues with their system and that I should check with my provider. I believe I’m in a game of back and forth now, so I just need some clarification on what’s happening, if Koodo has something to do with it. Also, I haven’t found any settings/options in my account (self-serve) for messaging blocking or something like that. My iphone doesn’t have any

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Federico Argüello
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BfunnybunnyBeginner
asked in Tips, Tricks & Troubleshooting
why am i being charged for some pictures messaging and some texts?

I have the $15.00 a month plan. I thought it was free in Canada text and picture messaging. I’m being charged for some of them and I don’t understand why. Help! I can’t find the details of the plan and I have no idea who to ask. I just keep getting charges. Sometimes I’m charged for a picture/text to a friend and sometimes not to the same friend!thank you

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Sophia
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StryfexBeginner
asked in Tips, Tricks & Troubleshooting
POCO phone support?

I am looking at some Realme/Poco phones for my next phone and the way that the sites describe the band support and the way it’s listed on koodo’s website seem...dissimilar. Here is an example of phone I’m looking at the closest - does this work on Koodo? https://pdaplaza.ca/collections/xiaomi/products/xiaomi-poco-x4-pro-5g-dual-sim-8gb-256gb-laser-black-factory-unlocked-global

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TwistedNukeOrganizer
asked in Tips, Tricks & Troubleshooting
international roaming not working

I added international roaming to my phone and had it working for a little bit, but now I can’t seem to get it connected to any network. I tried resetting the network settings, switching between airplane mode and other options that’s been suggested.

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CeeQueueBeginner
asked in Tips, Tricks & Troubleshooting
*#61# doesn’t work

I’m trying to change how long my phone rings before voicemail picks up. It’s far too short for this old gal to get to the phone. *#61# doesn’t give me my voicemail number. The screens below come up instead. Can i use the number from my recent calls log?

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bruce skiBeginner
asked in Tips, Tricks & Troubleshooting
how to hide my number when calling out ?

how to hide my number when calling out ?

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susanCoach
asked in Tips, Tricks & Troubleshooting
texting from mexico

I'm on wifi and wanting to text. In order to not incur charges, do I just leave my mobile data turned off? Do I also leave my airplane mode turned off or on? Confused senior here.

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IntheknowBeginner
asked in Tips, Tricks & Troubleshooting
travel to Bahamas using whatsapp

Is it possible to travel to the Bahamas and only bring my phone to use WhatsApp? Will I be charged roaming fees?

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Sophia
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SUMMERSBeginner
asked in Tips, Tricks & Troubleshooting
Why do I have a tab charge when my tab balance is zero?

I was charged $10 on my bill and my tab is showing zero. I also don’t have an option to see any of my tab history. How can I get this fixed? Included screen shots of my bill and tab balance.

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MotOBeginner
asked in Tips, Tricks & Troubleshooting
Disconnecting a conference call

Can you hang up on a conference call you started without disconnecting the other people on the call? I tried to Google the answer and the best I got was “it depends on your provider.”

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checkstrBeginner
asked in Tips, Tricks & Troubleshooting
No Cell service travelling to Mexico

Hi…I am in Mexico and can’t seem to connect to any cell service in the area. I tried auto selection and also tried manually selecting with no luck. I am able to connect via wifi, but it’s the cell service I can’t access. What might be the problem?

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AshleyhBeginner
asked in Tips, Tricks & Troubleshooting
changed email

So I changed my email for my account and got the verify email in new account and verified it and now when I log in I use my new email. But the problem is that my bills still goes to my old email. How do I fix this?

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lili1977Beginner
asked in Tips, Tricks & Troubleshooting
Voicemail keeps failing

My voicemail keeps on having a message failed when trying to listen to my voicemail.

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Igor Uzun
Igor UzunBeginner
asked in Tips, Tricks & Troubleshooting
How to get new sim

I need a new SIM?? This one isn’t working, I’ve troubleshooted every possible thing and still says no sim installed. Tried other sims they do work. First experience with Koodo going just great..:unable to do my job because koodos cards don’t work 🤡

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Rashad MohammedConnector
asked in Tips, Tricks & Troubleshooting
Incoming

Are we charged for incoming international calls?

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Heather MackBeginner
asked in Tips, Tricks & Troubleshooting
iMessage conversation transcript with dates/times

Hello Does anyone know if/how I can get a transcript of imessges that I have on my phone, I want to remove them soon but need to keep the history. Thanks in advance

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srlawren
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thebelfastchildOrganizer
asked in Tips, Tricks & Troubleshooting
Suspension restored but data still blocked

Due to late payment my service was suspended and reinstated almost immediately yesterday, however my data is still not reactivated. I keep getting a message saying “there is a data block on your account”. I have tried to no avail to correct the issue. What is the reason for this?

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HuskerbuskerRockstar
asked in Tips, Tricks & Troubleshooting
OnePlus 7T mobile data not working

Similar to this person I have the dreaded “data explanation mark” Steps I have tried: I reset the phone several times. I turned off the phone and removed and reinstalled the sim card, I also tried the second slot as my OnePlus 7T has a dual sim card tray. Reset the phone several times. I tried the sim card in my old OnePlus 3. It works, so presumably it’s not a sim card issue. I followed the steps to modify my APN at this link and reset several more times. https://www.koodomobile.com/en/help/setting-data-your-non-koodo-phone?search_api_views_article_search_fulltext=APN I then reset my APN to defaults (easily found on google, here’s one link you can follow to see what I mean) https://www.4gapn.com/ca/en/koodo Finally I reset the network settings using the following steps: From the Home screen, swipe up, then tap Settings. Tap System > Reset Options > Reset Wi-Fi, mobile & Bluetooth. Unfortunately none of this has helped, does anyone have any other ideas on what to do? Regarding the APNs

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Krsnik666Organizer
asked in Tips, Tricks & Troubleshooting
can send texts and make calls, but cannot receive any

For the past couple days I have been unable to recieve any texts and all incoming calls go directly to voicemail without notice. I do not have airplane mode or do not disturb mode on. Been a customer for 2 years with autowithdrawals. I have restarted my galaxy s7 edge phone, cleared my text cache, it is set as default SMS program, changed networks around to test...all to no avail. I want to avoid resetting my network setting or phone to factory… It is possible I fat fingered some things while my hand and phone were in my pockets. It happens at times, but i really need this fixed. Ugh. All help is greatly appreciated.

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JL LamontagneBeginner
asked in Tips, Tricks & Troubleshooting
Galaxy A12 Compatibility?

I had to replace my wife’s phone while in the US a few weeks ago., with a Galaxy A12, factory unlocked. Worked fine with a US Network, but when we returned to Canada, and inserted our local sim card, it did not recognize it. So I am hoping Koodo will work. FCC: Galaxy A12 SM-A125F (FCC ID: SMA125F), The device supports GSM 850/1900, WCDMA Band V, LTE Band B5, and B41, 2.4GHz WI-FI, and Bluetooth! The model number on this phone is SM-A125U1/DS Is it fully compatible?

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SamHyderBeginner
asked in Tips, Tricks & Troubleshooting
Currently visiting Pakistan, but my phone won't pick up a network.

Hello, I am currently visiting Pakistan, and I do not have EasyRoam enabled through Self-Serve. I don’t intend on using my device during travel, however my phone (iPhone 12) will not pick up any signal whatsoever. I have tried removing my SIM and reinserting but still no luck. My biggest problem is that I am not able to receive text messages. I do not need to send texts, but receiving them is important since various 2-factor authentication codes are sent to my phone number but because there is no reception I am not receiving any of these important texts. Any guidance you can provide would be greatly appreciated.

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