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tribob2420Beginner
 Billing & Payments
Koodo assist is totally useless

Koodo assist is an AI nightmare. And Koodo is the worst provider ever if you travel. I went to Europe for 21 days and bought the $60.00 package Euro31 which supposedly would let me use my own data and text while travelling. I came home to a $256.00 roaming fee!! Koodo assist simply asked if I had left Canada when I said yes I am in an endless loop of the same AI nonsense. Of course I asked for a live agent call but NO because I admitted I had left Canada the incredibly stupid Koodo Assist denied me a live agent over and over again. So for all you out there do not ever use Koodo if you travel. After years of being loyal to Koodo having to deal with Koodo assist has convinced me to go to a competitor who has real people you can talk to. Koodo assist will never cancel incorrect billing. It is totally useless. 

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Georgia Koodo
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Debra A. Willis-KoabelBeginner
 Billing & Payments
Additional charge

Why is there an additional $10 on my bill this month? I did not make any changes to my plan, nor do I want too. This charge needs an explanation please. 

121
Darius Koodo
Chad Desjardins
Chad DesjardinsBeginner
 Purchases & Returns
New Customer, received 2 routers, but no mode.

I just signed up, and received package from UPS which was supposed to be a modem and router.  However when I opened the box, all I found was 2 routers (one box was labeled with modem sticker)   I cant find a tech support number

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JEVandenbrouckeConnector
 Tips, Tricks & Troubleshooting
Hotspot and RV with prepaid eSIM

I’m trying to figure out which equipment I would need in order to use a WiFi signal in my RV using a device such as a Hotspot which can use the Koodo prepaid eSIM : Why prepaid ? because we use the RV only 2 or 3 months a year and I don’t want to pay monthly fees for a SIM I don’t use, so it does seem to be the best choice for the SIM/eSIM. NOW the problem is in which hotspot device do I have to install this ? And how to generate a real wifi zone in the RV in order for the smartTV, iPADs etc. to see the WiFi network and be able to connect to it. I don’t want to use my iPhone 16 pro because I have already a eSIM in it and don’t want to swap. And mostly, the Personal Hotspot it generates is only to share a cellular signal. It is not creating a wifi network. 

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donflattBeginner
 Billing & Payments
incorrect airtime charge

I was charged for a phone call with Florida, USA.  I live in New Brunswick, Canada and I don’t know anyone in Florida and I certainly didn’t spend 45 minutes on a phone call with that state.  Please reverse the charge.Date Details Duration Cost May 23, 2025, 01:49PM 954-931-0921 45 mins $36.00 Total   1253 mins

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Lisa TConnector
 Billing & Payments
incorrect roaming fee

Was visiting my parents in Scarborough and was charged $14.00 roaming fee. I have turned off data roaming and set my network to Koodo. Can you please reverse the charges? Thanks for your help.

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JohnsterAdvisor
 Plans & Add-ons
Stream+Premium plan expiring, need assistance

My Stream+ Premium offer is expiring.  Without that offer it is not worth it  for me.  I need to speak to someone to see if it can be extended or cancelled.  How do I make that happen? 

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Old timerBeginner
 Billing & Payments
connection fees ,

I talked to the rep on the phone who reduced my connection fee to 35 dollars but my first bill is still showing 70 dollars ,  do I pay the 70 or contact koodo about this . 

121
Flo Koodo
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grrloutdoorsBeginner
 Billing & Payments
Charged for US data roaming while in Canada - need a refund

The two phones on my account were each charged fees for US data roaming, although we did not leave Canada.  The charges were incurred while we were on a ferry between Leamington, ON and Pelee Island, ON.  How do I receive a refund for these charges?  Thanks.

91
Flo Koodo
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VrnnsthmnBeginner
 Tips, Tricks & Troubleshooting
need assistance changing netflix account to different email on stream plus

I realized I had two active netflix account and had the wrong wrong one linked to stream plus. I couldn't find any info on how to switch them  on the koodo website.I called netflix and deactivated the account I don't use that is linked to the stream plus account. They advised me I would have to contact koodo to send a link to connect the correct account. I can't find any information on how to do this or any contact info for someone who can do it for me. Any help would be appreciated 

574
Flo Koodo
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Rachel.moore22Beginner
 Billing & Payments
Bill issue

I changed my plan (monthly bill) to $54 per month with additional discount of $10 per month for autopay by bank account. I already have the autopay set up. Just got latest bill and its more than my last one even though it should be less with the autopay discount. Looks like discount wasn't applied. How would I get that looked at?

252
Flo Koodo
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KotkojConnector
 Tips, Tricks & Troubleshooting
Phone regularly looses connection to mobile network

I have a Galaxy S23 which has been great however i recently started having issues. It seems to have started with the latest version of Android update. I go to do a google serch or send a test and a nothing works everything sais to check my connection to mobile network. My phone shows i have service yet i cant do anything. I'm constantly restarting my phone or turning airplane Mode off than on which usually fixes it but not for long. I have reset my network settings which didn't change anything then i wiped my. Whole phone and started from scratch and again that hasn't fixed it. Its kind of frusterating i have googled trying to find a solution and no luck. I'm hoping someone here might have some suggestions. 

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idontwantomakeausernameBeginner
 Billing & Payments
easy roam dispute charges

Somehow my data roaming was still on and my latest bill on may 17 i have 84 dollars in roaming.  I was not in the USA, i was on vancouvver island.  Please reverse these charges

272
Flo Koodo
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Mijeong ShinCoach
 Other
Severe Mobile Data Connectivity Issues

I am writing to express my serious dissatisfaction with the recent performance of your mobile data service. I work in downtown Calgary, yet I am unable to use the internet on my mobile device unless I am connected to Wi-Fi. This defeats the purpose of paying for a mobile data plan.Regardless of where I am in Calgary, accessing the internet is nearly impossible. Even loading simple web pages is extremely slow, and in more than 90% of the cases, the connection drops entirely. This is not an acceptable level of service.I am not donating money each month—I am paying for a service that I expect to function reliably. I have also attached a screenshot showing a failed speed test due to a connectivity issue, which further illustrates the severity of the problem.I request a prompt investigation into this issue and a clear explanation of the cause. If there is no resolution in a timely manner, I will have no choice but to consider switching providers.Thank you 

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Nb604Beginner
 Other
eSIM text msg can they be forwarded to another mobile phone?

I need to receive short codes and ideally want to be able to forward the code to another cell phone. Is this possible? Is it possible to a USA cell? Thank you. 

232
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ZamBeginner
 Other
keep my number

Hi,I'm a prepaid customer with another company but I want to move to koodo can I keep my number? And can I do post paid or do I have to stay prepaid?

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ScheeraBeginner
 Self Serve
Need text message usage for old bill over 90 days

I am disputing a ticket for texting and driving to prove I was not on my phone but can only go back 90 days.  I see the support site says they MAY be able to pull old data with a court order.  Can I not do this proactively and get my own usage?  I need to go back to October 2024.

281
Allan M
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LMCBeginner
 Tips, Tricks & Troubleshooting
Limiting data

Looking to set up a talk and text only package. The pre-paid yearly option I’m looking at also includes 30GB data. Is there a way to turn data off so taht we don’t go over and get charged?  (other than turning off cellular data on the phone)?

161
Allan M
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pfastBeginner
 Billing & Payments
Roaming Charges - Please Assist

Hi there,  I have incorrectly been charged roaming charges (possibly multiple times?) while flying that are not accurate. I am unsure where else to request help for this, but please reverse these on my account! Thank you. 

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WayUpNorthBeginner
 Billing & Payments
Roaming charges when not in the USA

On Thur. May 8 at 6:36 a.m. and again on Thur. May 22 at 6:37 a.m. roaming charges were applied when I was NOT in the USA. I am often in Brockville or Gananoque which are both near the border, but I’m pretty sure I wasn’t in either place on the two days I was charged. Not THAT early in the morning! Please remove the charges.WayUpNorth

221
Georgia Koodo
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A FBeginner
 Self Serve
Getting error because phone number area code doesn't match address on file.

I am getting an error message that reads: “We can't complete your upgrade because the billing province on your account doesn't match the one on your phone number. No worries—there are a few ways to fix this!” If I click for more info, I get: “It looks like the province in your account billing address doesn't match the one associated with your phone number. The provinces need to match so online orders show the right products, prices, and taxes.Don't worry, you can still upgrade a few different ways.Change your phone You can change your number in Self Serve so it matches the province of your billing address. This lets you continue your purchase online. Connection fee waivedTODO” If I go to select a new phone to purchase I an unable to purchase and instead get a message that reads: “You cannot complete your upgrade online. To continue with your upgrade, you can schedule a callback with Koodo Assist or Find a store.” When I called for information about this, I was told by a koodo represent

90251
Koodo
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Sher MdesBeginner
 Self Serve
The password you entered does not meet the requirements

Every time over the last 2 days I log into koodo prepaid self-serve, it forces me to reset my password. No matter what password combination I use, even using Google Chrome’s password I get the message: The password you entered does not meet the requirements. All the troubleshooting I went through asks to log into my account. I can only get as far as this screen. 

221
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kiyan49
kiyan49Connector
 Self Serve
Cannot login or reset password.

So when I try to login (PREPAID), I get the invalid user/password message. After that I try the ‘forgot password’ and get the codes, I try to reset password. Then I get this message, even though my password follows all the criteria I get this message.“The password you entered does not meet the requirements. Please ensure it follows all listed requirements including no use of personal information, common phrases or match your previous password.”I tried different browsers, and no change. What should I do?

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Beepbleep123Beginner
 Billing & Payments
Incorrect roaming fee

I was near the US border on June 13, 2025 and received a text that I was roaming. Can I please reverse any incorrect roaming charges that may have been incurred?thank you

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Emmarose9804Connector
 Billing & Payments
im going crazy

Hi I'm Emma, I am a prepaid customer and I've forgotten my email and password to login to my account. I need to make a payment today. I've got a callback tomorrow morning but I really need it to be today. Also I'm using my dad's card to make my payment cause I've got 13 bucks on my pre registered card. I really need some help. Is there anyone out there who can help me please?

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