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Tips, Tricks & Troubleshooting

Learn about your phone and how to resolve common issues

  • 883 Topics
  • 3,834 Replies
883 Topics
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AMH
asked in Tips, Tricks & Troubleshooting
Can koodo reps delete text messages?

Do koodo reps have the ability to delete a text message that they have sent to you? I received a text from a rep with some follow up assurance and then the text was gone. It is not in my trash and although I did correspond, there is no trace of him ever sending a message or me responding all of the sudden. I just find it strange. I know the message was there and archived.

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Timo Tuokkola
David Baillie
David BaillieConnector
asked in Tips, Tricks & Troubleshooting
not connecting to my home wifi

Got a iPhone XR for Christmas. Bought it online from Koodo, it will not stay connected to my home wifi. Every other device/phone stays connected. I’ve tried everything. Soft reset, network reset, forgot the wifi and rejoined. Nothing works. It will connect if I am beside the wireless rotor. But if I go to a different room it loses connection.

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WatercraBeginner
asked in Tips, Tricks & Troubleshooting
SIM card not recognized by Samsung S21

So I received my new Samsung Galaxy S21, and activated the SIM card that came with it. I waited an hour, inserted it correctly into the tray, and when I try to do the setup on the phone, it’s telling me to insert a SIM in order to do the setup. But the SIM card is already inserted. I tried others SIMs and the problem is still there. When I insert the same SIM into my old phone, it’s detected automatically. Is it possible that there’s an issue with the SIM tray on the new phone?

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Timo Tuokkola
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Norgz94Rockstar
asked in Tips, Tricks & Troubleshooting
Tethering- Discord and other non-browsing applications don't work

Hi! I got a new phone (Samsung A52 5g) a month or so back, and since then, unlike my previous phones, the tether function, both USB and wireless, don’t really work properly. Other than discord, steam and my PC games failing to connect 100% of the time, I sometimes have to restart my phone to get it working at all for even basic browsing. Discord specifically gives me an RTC error (no route). But that’s really all I can understand from that. When I click the support link on the error, it mentions it happens due to firewalls, DNS settings and other stuff that’s way over my head, Here’s what I have tried with no luck: Making a new APN as per the Koodo APN settings info Restarting phone making a new SSID and password for tethering setting data to 2.4ghz instead of 5ghz. Turning off Firewalls on my PC when tethered Please help! :P

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BeFoConnector
asked in Tips, Tricks & Troubleshooting
Can I Switch 5g off and on with a Koodo Samsung Galaxy S21?

Hi All, My ma hates mobile phones and wants control over her 5g exposure! Can I switch 5g off and on with a Koodo Samsung Galaxy S21? I know KooDo isn’t on any 5g networks but want to be able to assure her she won’t have any 5g transmission if she doesn’t want it. Thanks! Ben

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Derek IK
Derek IKOrganizer
asked in Tips, Tricks & Troubleshooting
Screen Reset

When I scroll down in apps my phone keeps jumping back to the top of the page. Does anyone know how to fix this?

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Derek IK
Kayla Marie Whitney
Kayla Marie WhitneyBeginner
asked in Tips, Tricks & Troubleshooting
do sim cards work with all types of phones ?

Specifically I have an old Nokia brick phone and an iphoneX I’d like to be able to swap the SIM card between them. I know the sizes are different, so I’d use the pieces provided to account for that, just wondering if the SIM will work for both models? I heard apple phones require a specific SIM that doesn’t work on other devices? Is that true?

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User number 1100110011Beginner
asked in Tips, Tricks & Troubleshooting
changing to seasonal hold without a Facebook account

Hey all, I've moved abroad, I want to change to seasonal hold, but don't have a Facebook account. I cant seem to reach anyone at Koodo and I cannot receive a call back. Is there anything I can do??!? Thanks all!

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RyanJonesyBeginner
asked in Tips, Tricks & Troubleshooting
New BYOD Phone

I have a new unlocked phone that I want to use. My old phone, which i bought feom koodo, does not have a sim card. How do I do this?

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Dinh
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Laura SeymourOrganizer
posted in Tips, Tricks & Troubleshooting
Does Anyone Know if the Moto G Pure OS can be upgraded? Happy Holiday to all!

Would appreciate a reply before holiday ends.

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crazy timesBeginner
asked in Tips, Tricks & Troubleshooting
After switching to Koodo my incoming calls were going straight to voicemail

After switching to koodo my incoming calls were going straight to voicemail, I had a call back from a rep who set up a temporary number while I cancelled my number with the previous mobile provider. There is a 90 minute window that expired and I have no access to another phone number to try again. As it stands now my phone is showing the temporary number, My question if I cancel my nmber with my former mobile company can I still port my old cell number over to Koodo? Changing to a new number is not a good option I want to keep my old number

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Lucie DBeginner
posted in Tips, Tricks & Troubleshooting
disappointed new user

I left virgin for koodo. Was told service was just as good. I have been having trouble accessing data on phone usually in commercial establishments . I couldn't scan for points at Tim Horton's for example recently. When I am in a store, I can't look up info about merchandise. Very disappointing.

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gabecatBeginner
asked in Tips, Tricks & Troubleshooting
SIM Card Number Unknown + Number Porting Experience

Background: I live on a small island in BC, the closest Koodo retail location is 4+ hour travel away. In the last week of November, I decided to switch over from Public Mobile. I am using my own phone (Oneplus 9 5G), but I ordered a preowned (Galaxy S10+) so I will have a spare. I have not switched carrier for over 6 years and have never switched within the same network, i.e. Public to Koodo, so I was not clear on what this entailed. I was confused about being assigned a new “temporary” number. I scheduled a callback for December 6 to ask about the number porting process. December 6: I told the rep I will be porting from Public Mobile. The rep asked me for the phone number to be ported and the Public Mobile account number and then put me on hold, and within a minute, the call ended and I no longer have service. Apparently the they went ahead and ported my number right away, and since it is the same network, the port completed instantly. At that time, my Koodo SIM was still in the mail,

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RDDCeeBeginner
asked in Tips, Tricks & Troubleshooting
Mobile Data not working at all

Hello, I have had mobile data on written on my plan for the past couple of months, and since then I still wasn’t able to use any of my data. And just trying now, nothing loads at all. The only website that loads with mobile data is koodomobile.com. I have already turned off and turned on my phone, as well as reset the network settings, several times over the past 3 months to no avail. No apps, nor websites load, (except koodomobile.com). This is on iPhone 12. And APN is already set to sp.koodo.com under Settings > Cellular > Cellular Data Network

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jrperinaConnector
asked in Tips, Tricks & Troubleshooting
Can't enable WiFi Calling on Moto G Power

I don’t seem to have the WiFi Calling option anywhere on my Koodo Moto G Power phone. Any idea on how to turn that on?

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Allan M
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Sheb1Beginner
asked in Tips, Tricks & Troubleshooting
Repair For Calling Issues

Just a couple of questions about reapir. My new Pixel 6 recently has been having problems with calling out sometimes( it will try but after a few seconds just disconnects) and won’t work in certain areas where our other telus phone works. Spoke to tech and they looked into it and said I should send it in for repair. My questions are: He told me to take it to my local Koodo store(Markville Mall) but someone else told me to take it to the repair place at Scarb Town Centre or Fairiview Mall. How long do these repairs typically take? My concern is with the Covid cases rising again they may close down stores again and I won’t be able to get my handset back for awhile. Thanks

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Shayne BrideauConnector
posted in Tips, Tricks & Troubleshooting
Network not connecting Naramata BC

Hi! I have been a Koodo customer for years with no issues... However, I just moved to Naramata, BC and I literally have NO network here even though we are fully within the coverage map. (Phone just says Emergency Calls Only). This is not ideal as my husband and my kids school can't get ahold of me when I'm at home!!! I have tried all sorts of troubleshooting but I know many others with the same issue in Naramata. I don't want to have to switch providers, someone suggested reaching out to Telus/Koodo to request a network booster in our area? Is this a possibility? Please let me know, otherwise I will unfortunately need a new provider ;(

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cyletConnector
posted in Tips, Tricks & Troubleshooting
Issues with phone

I purchased the Google Pixel 4A 5g through Koodo. The last few months the voicemail has been having issues playing my messages. They sound like I am listening under water. When I am speaking with my clients in a phone call my end gets cut of a lot, so they can't hear what I am saying half the time. I am not moving around, either. It is frustrating because I can't understand half the voicemails and I can't have a conversation via phone call. Has anyone had this issue before?

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CohoConnector
posted in Tips, Tricks & Troubleshooting
Sim Card says full

Since switching to Koodo I have received messages on my cell periodically saying my “Sim Card is full” and i cannot receive text messages. I also do not have my contacts on the SIM as I used google contacts on my phone. I checked and did not have any text messages on my SIM. I only send/receive about a dozen text message a week. When I power down/up my cell the SIM Card Full message goes away until it reappears again in 2-4 weeks. Any help how to fix this would be appreciated.

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Gracie HBeginner
asked in Tips, Tricks & Troubleshooting
Switched from Samsung Galaxy A70 to iPhone 13 pro..I'm lost

Switched from Samsung Galaxy A70 to iPhone 13 pro....I'm lost! I switched the SIM card from Samsung to iPhone. I have to deregister Samsung messages? Contacts: Just shoot me now. I have 9 entries for every single contact? Can anyone refer me to a site that will talk me through this process in layman terms. I had no idea how little I knew. Do I have to add the switch the phone on Koodo anywhere. Signed, Extremely Tuckered & Overwhelmed in Niagara Falls...AKA Karen (the nice kind)

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ChristmasBeginner
asked in Tips, Tricks & Troubleshooting
unknown caller

Hi! K keep receiving a call from this numer-204-975-4946 at inappropriate times and no one talks but could hear breathing which is really creepy and scary and also when i call back, the call does not go through. I tried to block the the number but iphone does not have that option when i scrol down ‘i’ tab on the number. Also tried through setting but it is not picking, was avliding to go to the mall specially for this issue, please help.

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Dinh
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Lindsey1Beginner
asked in Tips, Tricks & Troubleshooting
Travelling to USA temporarily using Telus SIM card for drive only

I heading to Florida for 6 weeks and I will need data for about 5 days travelling down and 5 days travelling back to book hotels, traffic, etc. If I buy two Telus prepaid 5 day unlimited data, phone and text SIM cards for the drive (down and back) can I put my Koodo SIM card back in my phone once in Florida to see any incoming text messages? Or do I have to be in Canada in order to have Koodo SIM card connect? If I can put my Koodo SIM card back in my phone when in Florida do I need to activate the Easy Roam to see text messages? Do I need to have data still on? Telus SIM card is cheaper than paying $9 a day x 5 days x 2 both drives. Thanks

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Sophia
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nperossaBeginner
asked in Tips, Tricks & Troubleshooting
What charger comes in the box with the s20 fe 5G?

Title.

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srlawren
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cslaughterBeginner
asked in Tips, Tricks & Troubleshooting
Unable to use data

I’m currently on a plan with 12GB data and 4G/LTE, etc. I have tried resetting my phone, resetting my network settings, re-inserting my SIM card, and gone through Koodo Assist twice now. I have requested callbacks twice, and in the midst of the initial agents transferring me through to someone who can help me with my tech issue (to the tech department), I got hung up on both times. I have now wasted 3 hours of my life. I would like to know if anyone has had a similar network/data usage issue, as I am getting very frustrated. I have made sure all my settings for Data are on and I’ve tried resetting everything twice now. Nothing seems to work. Also, if there’s an email or a phone number I can call for customer service, it would be greatly appreciated if that can be provided.

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Visreal
VisrealBeginner
asked in Tips, Tricks & Troubleshooting
Will Koodo work with my Samsung Note 9

Hi would anyone know if the Koodo sim card work with the samsung note 9 i wanna give me teenager son my old phone and that is the Note 9 and i just wanna confirm the sim would work before setting up a koodo account thank you.

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