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Tips, Tricks & Troubleshooting

Learn about your phone and how to resolve common issues

  • 897 Topics
  • 3,885 Replies
897 Topics
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JohnnyDougBeginner
asked in Tips, Tricks & Troubleshooting
Internet Throttling?

Just Wondering if anyone else is experiencing internet throttling? I currently have 500 dl speed, to give a bit of background, my current set up is a Eero Pro mesh system, using an 8 Port Netgear unmanaged switch, and I have about 15 devices online as I do have a home automation system as well . when I was with my old ISP I had 100/30 internet with no issues, and I had also replaced the cable in my house prior to instal. The issue here is that while on wifi I get about 200 at max download speed witch is fine and normal, but on the router side if I speedtest via the Eero app I get 500 (wired). So my devices that are wired, some get 500 down when I test and some get like 24dl. I know it varies by device but I never had these issues with the other ISP, is anyone else having a similar issue? Is my only option to return to my old ISP?

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Dinh
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MohamudBeginner
asked in Tips, Tricks & Troubleshooting
easyroam travel pass

Does the Easy Roam Travel Pass include the data on my plan?

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bkeBeginner
asked in Tips, Tricks & Troubleshooting
Problems with iPhone battery

I bought an new iPhone 13 through Koodo 3 months ago and already my battery lasts less than a day with little usage. My phone had full battery this morning and I just read some news article and played Sudoko for max. an hour and the battery was dead at 2pm. I does not seem possible to contact Koodo online? Do I go to an Apple Store or should I try to get a hold on some Koodo rep?

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DenRVBeginner
asked in Tips, Tricks & Troubleshooting
No Reception

I am currently on Quadra Island BC and have zero reception. I am tethered to my wife’s pixel cell on Fido. I am right across the strait from Campbell river 2.2 km clear view And I have nothing on an iPhone 11 using Koodo. She has full service on Fido;I have nothing on Koodo. Advice? Thanks!

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Flo Koodo
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Zimu WangConnector
posted in Tips, Tricks & Troubleshooting
Unstable internet speeds

My Internet speeds fluctuates between 10 to 100mbps, I have tested with different devices using Ethernet and have gotten the same results. I have also tried resetting modem and router. Any way to fix this?

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IbgraphikBeginner
asked in Tips, Tricks & Troubleshooting
LAN light blinking orange on modem

New to Koodo internet. i received and installed the modem and router yesterday. Followed the instructions to the letter. On Cable Internet. I have connection but the WiFi connection isn’t stable. the LAN light is blinking orange. I checked that The coaxial cable was secure and tightened and I have restarted the modem. No progress. up until then, I had no issues with previous internet connection using the same coaxial cable. thank you. IB

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Flo Koodo
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Newfs4lifeBeginner
posted in Tips, Tricks & Troubleshooting
koodo internet not working

We just had an ice storm in Barrie. Our power went out Saturday and didn’t come back on till Sunday. My internet has been down since Sunday. I’ve tried resetting the modem numerous times like the Koodo reps on the phone have told me, also troubleshooting from Koodo and Telus websites as we also have the Telus wifi booster. I work midnights wife works days we are having trouble rectifying this. Koodo said someone would call us back yesterday by 7:45PM EST and we did not receive a call…. I’m about ready to call a competitor as there is nothing worse then not having a number to call to get customer service, set up a call back…. So annoying. And tips that doesn’t include something I already tried 100 times

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Flo Koodo
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ZubinBeginner
asked in Tips, Tricks & Troubleshooting
Telus Boost Wi-Fi 6 Lite - Cannot find "Bridge Mode" setting.

I am trying to use my own router as it has more LAN ports than the Boost6 (one port only). All the guides online mention that I need to enter the Modem/Router settings and find the “Bridge Mode” setting, I have done that but cannot find this setting drop-down, anywhere! In Network Status, it shows that my Operating Mode is “Router Mode” so where can I go to change this so it says Bridge Mode ?

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Dinh
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arbieConnector
asked in Tips, Tricks & Troubleshooting
Stop Telus Telemarketin

I am receiving far too many calls from +1 (866) 360-1448 which is identified in number display as Telus. I assume they are Telus telemarketers as they do not leave a message. How can I put an end to these calls? I have already hit the unsubscribe button on the equally unwanted marketing emails but the phone calls continue. For the moment I have blocked the number.

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Flo Koodo
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ChimeraSoteriosConnector
asked in Tips, Tricks & Troubleshooting
How do I disable voice mail from one number on a multi-number account?

Hello, I have 4 numbers attached to an account with Koodo, but I want to remove voice mail features from one number only. When I follow the instructions posted to others who want to disable their voice mail, there is ZERO option to disable it through the "Manage Extended Greetings" option. How do I remove voice mail from my own phone number without disabling it for the other 3 numbers on the account? Thanks.

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Barb369Organizer
posted in Tips, Tricks & Troubleshooting
Help!!!

Thought I’d try this again. I transferred to Koodo from Telus about 2 years ago and have had nothing but problems with service. I have spent hours on phone with a variety of representatives who escalated my concern to other staff because unable to resolve issue. I moved towns and transferred my landline number to my cell number. Since then I have missed medical appointments with a specialist, phone calls reached out of service and texts are not delivered. After hours and months of talking with staff the issues seemed to be resolved but in recent weeks became apparent that I’m missing calls and not getting texts again. Even received an appointment reminder from interior Health on my sister’s cell number/ thread. (???)Koodoo did refund my payments for several months while issues were at worst but I don’t want money back. I need a reliable phone service so I can get messages from family and friends and get calls from medical specialist. Needless to say I am extremely frustrated and think

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ShaunDBeginner
asked in Tips, Tricks & Troubleshooting
Network busy error

Phone was working fine on Friday Mar 28. Sat Mar 29 I could no longer call or receive calls. Everything else works fine. internet and texting all normal. When I try to call out I get no tone or ring and after about a minute I get “Network busy” and the call cancels. Very frustrating since the phone is not quite a year old and has worked flawlessly since I got it. It is a Nokia G22 running android 14. I have been to my local Koodo and Telus providers and have not gotten any answers as to why this happened. The phone is in a case and has not been dropped or abused.

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DGTHBeginner
asked in Tips, Tricks & Troubleshooting
easy roam

When traveling with easy roam, do I have to pay for all the days I am out of the country, or just the days I actually use my phone? I normally only use it for emergencies when travelling and don't want to pay for 30 days of roaming charges if I only use it twice.

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Lillian LBeginner
asked in Tips, Tricks & Troubleshooting
My calls to others through Koodo are blocked

I can't call people anymore. Every time I make a call out, originally there would be a continuous drip indicating that I am calling, but now there is complete silence, and after waiting for a while, it suddenly hangs up, and the phone shows that there is no Internet, but I am sure that the Internet is fine, and sometimes I am connected to the wifi. I went to the nearby service station, the customer service said that my account was fine, and asked me to call and text her, but she did not receive any of them.

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Dinh
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aos4Beginner
asked in Tips, Tricks & Troubleshooting
Internet not working

My internet has been down since 3-25-25. New customer, internet activated 3-24-25. Internet worked for less than a day then speeds dropped to less than 1mbs on a 1GB plan. Can still connect to the network, but no internet is provided. I have talked by phone with 3-4 different reps on the past few days. Apparently a new router is being sent in 3-5 business days. If the router does not solve the problem, then a new modem will be sent in another 3-5 business days. If that doesn’t work, then a technician call will be booked. How is this acceptable? To be without internet for up to 3 week?? Why can’t a technician call be booked immediately? Why can’t the equipment shipment be expedited? I work from home … it would be quicker to cancel my service and go back to my old provider at this rate.

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AntoinnetteBeginner
asked in Tips, Tricks & Troubleshooting
no network inside Canada

I just relocated to Canada, was given Koodo Sim by ALberta Health Service , purchased Esim from city center mall, bought no network The guys in the store tried several ways to help but couldn’t I called the helpline given me however unable to speak to a live agent Kindly get back it’s urgent

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Dinh
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OkanaganBeginner
posted in Tips, Tricks & Troubleshooting
Phone scam - offering 40% off monthly plan

Scammer claiming to be Koodo rep. knew my name and last digits of my credit card. Offered $32 mo. plan if I cancelled my old plan. Foolishly I agreed to use their promo code as my password “temporarily.” They offered me a “free gift” of headphones for signing up to the new rate and said my account would be charged $16 for shipping, to be credited on my bill. I said no thanks to gift and charge.Checked my credit card and I had been charged $16 and got an invoice for a new iphone to be billed monthly!!Cancelled that order with a real Koodo rep. Changed my password. Cancelled my credit card which had been compromised. Then got a call from the scammer again asking for the tracking number so he could “check” on my order. I refused, he insisted, I refused. I assume they would try to reroute the phone’s delivery to another address, plus they have credit card details. Koodo will accept the phone’s return if it gets delivered but I have called Purolator to cancel. By changing my password they g

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Georgia Koodo
Ravi Solanki
Ravi SolankiBeginner
asked in Tips, Tricks & Troubleshooting
Getting tokenization error. ERROR CODE - 4001?

I keep getting this error after I fill in my credit card information, wonder why? I've tried both my credit cards and ive tried different browsers too.. Need assistance. “Our systems aren't able to process your transaction at this time. Please try again later. Getting tokenization error. ERROR CODE - 4001”

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1967confusedcustomerConnector
asked in Tips, Tricks & Troubleshooting
cannot add new ohone to cart.

I cannot add the new phone to the cart. it won’t go past add or not add phone protection. ive cleared cache, used different browsers, different devices. i want to do it online not over the phone i I can see what im getting in front of me. WHY won’t this work? I’ve never been so frustrated.

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Flo Koodo
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Thomas95Connector
asked in Tips, Tricks & Troubleshooting
How to receive texts outside of Canada for 2FA?

Hi, I am currently in Japan and have been trying to receive SMS text for 2FA ( not sending out messages ). I have added both International Voice Roaming and International Data Roaming to my accounts btw. From what I understand is I need to turn on Data roaming on my setting and Toggle "Data Roaming" to ON in order to receive texts. But wouldn’t that mean I will be charged for using data?? But if I don’t turn on data roaming how will I receive text messages? Appreciate for any kind of assistance, thank you.

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C1639Organizer
asked in Tips, Tricks & Troubleshooting
Setting up cellular

My new iPhone 16 plus had a defect and had to be replaced. I received my replacement today and after following all the steps Apple provided I erased my defective phone and returned it. Now I’m going through setting up my replacement but my cellular is not working. It seems my phone number didn’t transfer to this phone and the old phone is already gone. Koodo says I can schedule a call back, however if my phone number is not working than how can I get assistance??

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PicardBeginner
asked in Tips, Tricks & Troubleshooting
error 4001

I keep getting this error when I try to upgrade my phone. Is there no way to talk to a person? I have been trying for 4 days. I have tried everything that was suggested.

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kcor27Rockstar
asked in Tips, Tricks & Troubleshooting
Refer a Friend issue

I tried to refer my husband and when he clicked on the link in his email he got the message “ Sorry, you can't introduce yourself. Instead, share your unique link with your friends to get rewarded.” He has his own email address (from the same internet service provider as me) and is using the same laptop to retrieve and respond to his emails that I use for my email. Why does Koodo’s refer a friend program think that I am trying to refer myself?

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Kai24Advocate
asked in Tips, Tricks & Troubleshooting
Unable to receive OTP SMS

Hello team, I’m using a Koodo monthly plan. I’m in India right now and need to receive OTP text messages for banking and other transactions. When I key in my mobile number on the bank’s website it says OTP has been sent but I don’t receive any. Can you help?

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freeeeknikBeginner
asked in Tips, Tricks & Troubleshooting
How do I split internet to 2.4 & 5 bands?

I have some smart devices at home that connect only to 2.4 GHz band. I need to split my internet into 2 separate networks - one with 2.4GHz & other one with 5 GHz. How can I do this? It is Koodo home internet.

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