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pidjinBeginner

Plans & Add-ons

Why can't I see Tab Plus as a plan option?

Hello. I’ve been with Koodo for 6 years and want to upgrade my phone since the tab is well paid off.I’ve usually gone with a plan with Tab Plus and done the 2 year contract, but now it’s only giving me options for Tab Mid and Tab Basic. My current plan is $50 70GB UL min Plan SFD (5G Speed).I’ve read somewhere that my current plan would need to be $65+ to qualify for Tab Plus. I’m wondering if I change it online to a more expensive plan, will it immediately give me the option to upgrade my phone with a Tab Plus plan? Thank you.

mmccannBeginner

Billing & Payments

US Roaming charges

Hi there, I am reaching out about a US Roaming charge on my account when I was not in the US. This happens often because I I live in a town on the St. Lawrence River between the US and Canada boarder. Certain spots (especially by the river) I have poor service or don’t get service and my phone will click into US towers. I had charges reverses last month, and now I see have 1 US roaming charge on this months bill (July 11th). I would like this charge ($14) reversed as I was not in the US. Are there any solutions to this moving forward? I would prefer to not have to worry about turning my data on and off throughout the day. Thanks for your time!

ncgauthierRockstar

Tips, Tricks & Troubleshooting

No cell service or Mobile data

Hi there, At around 5 am this morning I woke up to my phone saying "No service", and being unable to send or receive texts or phone calls. Most of the time since it's continuing to say "No service", and I have no bars, but intermittently it displays I have a few bars, however even when that is the case I continue to be unable to send or receive text messages and phone calls. I've attached a screenshot of the error message I get when I try to send text messages. My mobile data also isn't working.I've attached screenshots of the error message I receive when attempting to send a text message, showing that my bill is paid and that I haven't gone over my data usage and lastly a screenshot of me trying to run a speed test using my mobile data(I turned off my wifi for the purpose of this speed test), at the time of this speed test my phone said I had 3 bars of service, but didn't display LTE+ or 5G like it normally does when I'm using my data. So far I've tried powering off and restarting my

The bigmanBeginner

telus home security

I just opened a new account for a phone last week and today I got a package with a Telus home security and I can’t seem to log inwas never told I would be getting this

YanielBeginner

Billing & Payments

Pre-authorized payments

I am unable to add my credit card to pre-authorized payments for my daughter's Koodo account. The Koodo account is under my daughter’s name, i am paying for my daughter’s Koodo bill. Why can’t I add my credit card to pre-authorized payment.The credit card address match my daughter’s Koodo account billing address. Of course the credit card is under my name. I got below message when try adding my card, I tired three different credit cards all come back with the same message.“Something’s not right with your credit card details. Please go back and try again, or try a different card.Back to payment info”

VladanBeginner

Billing & Payments

US Roaming charges never left Canada

Hello, I was charged $14 on July 28th for roaming while I was in Picton, ON, nowhere near the border. Can you please reverse charges on my bill. Thank you

GrohmangirlMember

Virtual Assistant review

I was asked by text to give a review of my virtual assistant. I thought they meant the Koodo Digital rep (I had to look that term up after giving the review) so I gave a poor review because I didn’t get the help I needed but I think they meant the person I actually spoke with who was excellent. Can I give a different review? It would be helpful if they used clearer language. Virtual assistant isn’t clear that they are talking about a person as opposed to virtual AI.

DyllonBeginner

Billing & Payments

US Easy Roam Charge on day I wasn’t roaming

Hello,I was billed for Easy Roam July 15, 2024 while in Abbotsford. I also have another Easy Roam charge for July 16th however that one was legitimate as I went to the US for the day. Can I please have the July 15 charge credited?

StanachoBeginner

Unreliable home internet

I am a new subscriber to Koodo home internet 100mb/30mbInternal network - TP-link Deco M4.Ive used this mesh network with my previous provider, Virgin Mobile and with no issues for five years.Since I switched to Koodo, my internet, for no apparent reason, goes down at least once per day.It seem like it’s the issue is external to my network. Today my speed test shows 100/1.5 which is not usable.I was previously running on twisted pair with Virgin and now it’s Coax with Koodo.I have also previously used Teksavvy (coax) without any issues.

alissafrautsBeginner

Billing & Payments

Incorrect Roaming Charges

I posted this already but then it said I didn’t have a forum account??? This is a terrible way to communicate with customer service. But anyway, I was incorrectly charged for roaming when visiting a friend on Waupoos Island, near Picton, ON. My husband who was also there and uses Koodo was not charged for roaming, despite also getting the “welcome to the USA” text. As soon as I got that I asked my friend about it, and she said it happens all the time and not to worry about it. I turned off my roaming anyway and didn’t use my phone until we were back where there was normal reception. However, I got my bill today and still got charged for roaming in the US even though I never left the province in July.

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The place to ask all of your phone related questions

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Purchases & Returns

343 topics
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Tips, Tricks & Troubleshooting

Tips, Tricks & Troubleshooting

898 topics
3937 Replies

Managing your Services

The place to ask all of your Koodo related questions

Billing & Payments

Billing & Payments

1309 topics
4904 Replies

Plans & Add-ons

Plans & Add-ons

1085 topics
3986 Replies

Self Serve

487 topics
1953 Replies

Prepaid

330 topics
1397 Replies

Other

971 topics
3778 Replies

pidjinBeginner

Plans & Add-ons

Why can't I see Tab Plus as a plan option?

Hello. I’ve been with Koodo for 6 years and want to upgrade my phone since the tab is well paid off.I’ve usually gone with a plan with Tab Plus and done the 2 year contract, but now it’s only giving me options for Tab Mid and Tab Basic. My current plan is $50 70GB UL min Plan SFD (5G Speed).I’ve read somewhere that my current plan would need to be $65+ to qualify for Tab Plus. I’m wondering if I change it online to a more expensive plan, will it immediately give me the option to upgrade my phone with a Tab Plus plan? Thank you.

mmccannBeginner

Billing & Payments

US Roaming charges

Hi there, I am reaching out about a US Roaming charge on my account when I was not in the US. This happens often because I I live in a town on the St. Lawrence River between the US and Canada boarder. Certain spots (especially by the river) I have poor service or don’t get service and my phone will click into US towers. I had charges reverses last month, and now I see have 1 US roaming charge on this months bill (July 11th). I would like this charge ($14) reversed as I was not in the US. Are there any solutions to this moving forward? I would prefer to not have to worry about turning my data on and off throughout the day. Thanks for your time!

The bigmanBeginner

telus home security

I just opened a new account for a phone last week and today I got a package with a Telus home security and I can’t seem to log inwas never told I would be getting this

YanielBeginner

Billing & Payments

Pre-authorized payments

I am unable to add my credit card to pre-authorized payments for my daughter's Koodo account. The Koodo account is under my daughter’s name, i am paying for my daughter’s Koodo bill. Why can’t I add my credit card to pre-authorized payment.The credit card address match my daughter��s Koodo account billing address. Of course the credit card is under my name. I got below message when try adding my card, I tired three different credit cards all come back with the same message.“Something’s not right with your credit card details. Please go back and try again, or try a different card.Back to payment info”

VladanBeginner

Billing & Payments

US Roaming charges never left Canada

Hello, I was charged $14 on July 28th for roaming while I was in Picton, ON, nowhere near the border. Can you please reverse charges on my bill. Thank you

GrohmangirlMember

Virtual Assistant review

I was asked by text to give a review of my virtual assistant. I thought they meant the Koodo Digital rep (I had to look that term up after giving the review) so I gave a poor review because I didn’t get the help I needed but I think they meant the person I actually spoke with who was excellent. Can I give a different review? It would be helpful if they used clearer language. Virtual assistant isn’t clear that they are talking about a person as opposed to virtual AI.

DyllonBeginner

Billing & Payments

US Easy Roam Charge on day I wasn’t roaming

Hello,I was billed for Easy Roam July 15, 2024 while in Abbotsford. I also have another Easy Roam charge for July 16th however that one was legitimate as I went to the US for the day. Can I please have the July 15 charge credited?

StanachoBeginner

Unreliable home internet

I am a new subscriber to Koodo home internet 100mb/30mbInternal network - TP-link Deco M4.Ive used this mesh network with my previous provider, Virgin Mobile and with no issues for five years.Since I switched to Koodo, my internet, for no apparent reason, goes down at least once per day.It seem like it’s the issue is external to my network. Today my speed test shows 100/1.5 which is not usable.I was previously running on twisted pair with Virgin and now it’s Coax with Koodo.I have also previously used Teksavvy (coax) without any issues.

alissafrautsBeginner

Billing & Payments

Incorrect Roaming Charges

I posted this already but then it said I didn’t have a forum account??? This is a terrible way to communicate with customer service. But anyway, I was incorrectly charged for roaming when visiting a friend on Waupoos Island, near Picton, ON. My husband who was also there and uses Koodo was not charged for roaming, despite also getting the “welcome to the USA” text. As soon as I got that I asked my friend about it, and she said it happens all the time and not to worry about it. I turned off my roaming anyway and didn’t use my phone until we were back where there was normal reception. However, I got my bill today and still got charged for roaming in the US even though I never left the province in July.

Nina PolkinghorneBeginner

Billing & Payments

incorrect roaming charges in July

Every time I drive up Vancouver Island I am charged with roaming charges for the US. Please reverse the charges.

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