Tips, Tricks & Troubleshooting

How can I transfer my prepaid eSim from one phone to another phone.Both phones are Android and updated to latest OSCan someone please explain the solution to this?Thanks!

I received 3 sim cards as I am transferring 3 phones - does it matter which sim card goes in which phone - or are the setup as part of the phone's transfer process?

Hello,I was trying to use my phone today to get back home by bus. However, it will not do that unless I have wi-fi while I am outside. How do I fix this?

I am a currently a Koodo customer and I have both a Koodo home phone number and a Koodo cell phone on the same account. I plan on only keeping the home phone number and transferring it to my cell phone.Before doing this, it occurs to me that I should save the text messages and photos from my old cell phone number as I think that all those messages and photos will be deleted?  Any ideas on how to go about this? I use an iPhone.Any help appreciated, thanks! 

I have a number of lines with Koodo and they have all been working fine, up until yesterday.One line can no longer get any incoming communications; SMS (not received), incoming phone calls (straight to voicemail, with the customized greeting). Mobile data works however. Outgoing text/phone calls work perfectly.All the other lines work flawlessly. This line has been working fine since we moved to Koodo in November.I’ve reset the APN, tried downgrading the network service mode from 5G to 4G, to 3G. Turned off RCS, rebooted, powered off and waited 5 minutes, everything I’ve been able to find.I suspect this is a service issue on Koodo’s side; I’ve filed for a support callback, but it’s now been over 2 hours past the scheduled window, and I’d really like to get this resolved.

I am unable to access my voicemail from my mobile phone! There are active voicemails there but when trying to access I am told that I have NO active voicemails 

Hello,When my data is off at home, I do not receive notifications from a group chat or if it is a picture. I turned on all of my notifications, yet nothing happens. Any help?Samsung S23.

Installing Koodo internet.  Won’t go online. power goes solid greenDS goes solid greenUS goes solid greenOnline flashes a while then goes out and both DS and US flash in synch??I currently have Rogers Internet and disconnected that modem to connect Koodo. What do I need to do ? thanks 

I was on the phone today with support for over an hour, I had a problem transferring my phone number to a new phone. And I almost gave up on actually resolving this issue. But the support agent solved it in the end! But because it had to do with number transfer, our call disconnected and I wasn’t able to let them know that it worked and thank them. Unfortunately, I also don’t remember their name. How can I leave my feedback so the right person saw it?

so I signed up for US talk and text and the next day I m travelling in the us and my phone won't accept or send any calls…..calls all fail ….sonow I can't talk to anyone to fix it and my 16 day vacation has no phone calls that I need ….this is the stupidest company to deal with ever and when I get home im switching to freedom …..I can't believe how ridiculous this is ….larry 

My Samsung Galaxy S20 FE 5G is not letting me use 5G after switching to a 5G plan. I tried resetting my network settings and received a new SIM card from a Koodo store. I can only receive LTE signal even in a 5G zone. The phone was purchased through Koodo. 

I received and setup my Koodo Internet modem and router.  I have them currently working as a stand alone network while my current DSL connection is still active and serving my household.I do not want to use the supplied Telus wireless router and would like to know what settings to apply to my current router to make the connection.  My current router just like the telus router has a 2.5Gig interface that will work with the cable modem.

I would rather not have voicemail.  If I don’t answer a call, I would prefer the caller hears a message saying something like “ this user has not activated their voicemail” and then hangs up on them.  They would need to call back another time or send me a text.  I would never need to check voicemails, nor risk missing any VMs, or remember how to access VMs.  Is it possible to de-activate this feature?  I don’t recall activating it when I became a Koodo customer a few months ago, but mine seems to be activated with a generic greeting.

I moved into a condo in 2022 and have had nothing but problems since. Calls are dropped, some before I even answer them and some in the middle, and texts take forever if they go through at all. I'm assuming the building is part of the issue?  Most days I'm lucky to even have one bar of coverage 

I got a my SIM card for my phone which is an alcatel flip phone that was BELL but won’t register to work on Koodo’s network. What should I do?

I just received a message informing me that my LTE calls are turned off. What does this mean? I havent made any changes to my account. 

Hello I'm a new Koodo customer coming from Public mobile.  As to what I was told Koodo and Public mobile share the same towers. Can some share some insight as to why my Koodo reception is a lot worse than it was on Public mobile?I reset the cellular settings on my phone and made sure I'm on the Koodo APN.This is on the same phone at the same location. Sometimes my signal fluctuates all the way to 1 bar . Thanks. 

The automated system tells me I can only get a call back but phone cannot receive calls or sms and cannot send sms either. Followed all instructions but page now says my moved number but cannot accept callback as phone cannot receive calls. 

HELP!  My phone is my business phone and I haven’t made any changes to voicemail in quite some time.Just this week, callers have been telling me they are getting the “canned”/default provider voicemail INSTEAD of my original personalized greeting.When I call into voicemail, it says my personalized greeting IS the selected greeting.Why is this happening all of the sudden?

Last week I suddenly stopped being able to answer and make phone calls. I would pick up a call and there was just dead air. I use earbuds with an adapter and I assumed that was the problem. But even with the new adapter, it’s not working.I’ve been experimenting with calls over WiFi (which for me is preferred since I am in a rural area) and not on WiFi, and trying to make and send calls with and without the earbuds and it seems to be extremely hit or miss (mostly miss!) as to whether or not I can made and receive calls.I made sure all the updates on my phone are up to date and I’m running out of ideas of what might be going on. I need my phone for work- help?

We added a line for my daughter. When asked if we would like her name to show up for caller ID I selected yes. Unfortunately, they got it wrong. My name shows up instead of hers. Since there is no customer service does anyone know how I can turn this off?  PS I hope it's not going into the physical location. Ours is calling us repeatedly to try to get us to choose a more expensive plan. 

Hi everyone,I recently ported my number from TELUS into Koodo and after it was importing, I tried sending a text message to ensure iMessage was working properly and had issues where it initially sent as Text Message, than eventually switched to iMessage.The way I permanently resolved this was the following:Open Settings on your iPhone Scroll until you reach the Messages option Once here, ensure iMessage is selected. If not selected, enable that. Select Send and Receive. Under Send and Receive, ensure that your phone number is selected as the option. Additionally, you can select emails if you want people to be able to message those, but I do find that their is a possibility of increasing SMISHING campaigns (SMS Phishing).Hopefully these steps help people resolve their issue.  if you find these steps helpful, please upvote the post to ensure visibility!

I purchased a plan for my son’s phone that included unlimited calls and texts with no data. He is able to send text messages when connected to WiFi but when he is out and not on WiFi he is unable to send text messages or receive text messages. The employee that sold me the plan told me that he would be able to send and receive messages without data or WiFi. How do I fix this? Also how do I contact an actual person that works at Koodo?

Hi there, I accidentally locked my sim card by entering the sim card pin incorrectly 3 times and it now requires an 8-digit Puk code to be unlocked. I don't have access to any other phones and I have no means of calling a Koodo rep. Can someone help me?

Hi,I recently joined Koodo and am trying to set up my voicemail. When I call it asks me for a mailbox number - which I don’t think I have because nothing is set up yet. I’ve tried my own phone number but that doesn’t work either.I should mention that we did port our numbers from our last provider, if that makes any difference.Thank you!