Koodo complaints, customer care and support service

Koodo is a Canadian mobile phone service provider. The company offers its customers monthly and prepaid options. Koodo accommodates every potential client by letting them choose whether or not they want to use their own phone or get a new Koodo phone.

Koodo pays attention to details when it comes to their support features. They offer assistance via phone and email, and of course through social media platforms. Koodo also has a community forum, where guides and ideas are exchanged between staff members, developers, and regular customers.

A number of specific services regarding account information, billing and changing plans can usually be solved using the self-service option. Many of these issues can be handled by customers themselves instead of contacting customer support.

Some of the problems you might encounter can be solved only after paying an extra fee if you choose to contact customer support instead of using the self-service feature. This gives customers a good incentive to deal with small problems on their own so that more Koodo customer support representatives are available for dealing with more complicated issues.

Contact Koodo via Phone

For general information, you can dial 1 866 99-KOODO (1 866 995-6636)

  • For Alberta, British Columbia, Manitoba, Ontario, Quebec and Saskatchewan, you can call from Monday to Friday between 9:00 AM and 9:00 PM and on weekends between 9:00 AM and 7:00 PM
  • If you’re in the Atlantic Region, you can call from Monday to Friday between 10:00 AM and 10:00 PM and on weekends between 10:00 AM and 8:00 PM

You can contact the Koodo webstore for information regarding orders by dialing 1 844 566-3697. The hours of operation for this line are from Tuesday to Friday between 3:00 PM and 9:00 PM EST.

Contact Koodo via Email

koodoSending an email to Koodo is a multiple step process. It’s also not the fastest way to get results since a reply may take anywhere between 24 to 48 hours. If you are interested in starting a conversation or sending a ticket to Koodo via email, here are the steps you have to follow and options you can check.

For Monthly Customers

  • Billing or payments
  • Account information or modifications
  • Self-service information
  • Feedback
  • Troubleshooting
  • Equipment
  • Network, coverage, and roaming
  • Social media
  • Additional information

Each of those main topics will have additional options for you to check so that the support staff can narrow down your exact problem. This may seem a bit tedious but it is more likely to put you in contact with the right person from the beginning.

For Prepaid Customers

  • Activation
  • Account modifications
  • Top up and usage
  • Self-serve account
  • Social media
  • Feedback
  • Network, coverage or roaming
  • Equipment (handset)

Each main topic will provide a list of options for you to choose so that you can better direct your problem to the relevant department. In some cases, those options are the same for prepaid customers and monthly customers. It doesn’t mean however that your problem has the same fix. This is why all that sorting through topics is necessary.

Contact Koodo via Social Media

Koodo has a strong social media presence. Both their Facebook and Twitter pages serve as alternative ways for customers to contact a Koodo customer support representative.

Facebook

Most issues that can be fixed quickly can probably be handled via Koodo’s official Facebook Page. Their response time to questions is fast and the service is available 24/7.

Twitter

Koodo is one of the few companies that doesn’t use two separate Twitter pages for promotions and support. Their official Twitter feed actually deals entirely with providing assistance to their clients. Whether you follow their page or not, Koodo’s representatives will respond to your tweets or private messages.

You can reach out for help on Twitter from Monday to Friday between 9:00 AM and 9:00 PM and on weekends between 10:00 AM and 8:00 PM.

Koodo Community

The community section of Koodo’s website lets you chat with other customers and get their opinions on a variety of products and services. You can post questions or ask for help and also browse through many existing topics that have already been debated and solved.

As part of Koodo’s attempt to reduce callers’ hold time, the community forums can often let you speed up the process of fixing your problems.

Koodo Self-Serve

There are a number of services for monthly customers and prepaid customers via Koodo’s “Self-Serve” page. They encourage the use self-serve services because some issues can be handled faster on your own than via email or phone. You can make some account related changes for free by using the self-serve service. If you choose to use customer support via phone or email to make the changes for you, some services will require you to pay a fee.

Whenever you want to make changes or find out more information regarding the following topics, you should do so via Koodo’s self-serve services. Both monthly customers and prepaid customers have access to the following information for free. They can also make changes for free, which would otherwise incur a charge if customer support had to be involved.

Monthly Customers Self-Serve Free Services

  • Add/remove/change add-on
  • Change address
  • Credit card payment
  • Phone activation and account set-up
  • Change phone
  • Change phone number
  • Plan change (only once per billing cycle)
  • Preauthorized payment registration
  • Suspend or restore service for lost or stolen phone

Prepaid Customers Self-Serve Free Services

  • Accessing account information
  • Automatic top-up registration
  • Base plan change
  • Change address
  • One-time credit card payment
  • Change phone number
  • Register a credit or debit card (Visa) to your account
  • Suspend or resume service for lost or stolen phones
  • Top-up an account
  • Activation fee

Koodo Self-Serve Mobile App

This feature is no longer available. The app has been discontinued and in its place is the Koodo support page. Since their website is optimized for mobile devices, the app was deemed unnecessary.

Language Support

Koodo’s website offers dual language support. At the top right corner of the site, you can select between English and a French translation of the website. From the same menu, you can also choose your region.

Customers' rating

44%

2.3/5 (11)
2.5/5 (11)
2.3/5 (11)
2/5 (11)
2/5 (11)

Share your experience with Koodo customers support service

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10 Reviews
  1. LEVI 6 months ago

    Good morning,
    I called to upgrade my phone yesterday they said if i pay my outstanding phone i would be able to get the new phone for zero down so i payed the outstanding balance. they then said that im not on a good enough tab to get the phone for free and i would nee to pay another 300 dollars. so since my phone was stolen i told them to suspend or cancel the number they then cancelled both my numbers and now i cant call them to complain that they cancelled both my numbers instead of just the one

  2. Karin 6 months ago

    Not the best customer service. Wanna talk to a human? No chance. No numbers.

  3. Tracey Dorman 11 months ago

    I have been a Koodo customer for over 10 years with 3 phones…3 plans. I pay my bills on time and have never missed a payment. I wanted to up grade my phone to an iPhone 6s during your boxing week sale. Unfortunately I do not use traditional credit cards but have a reloadable Visa. All I had to pay was $16.80, but because I had a reloadable Visa I could not buy the phone. You not only lost that sale but my daughter was going to upgrade her phone also. You lost 2 sales!

    26% of Canadians in 2015 used reloadable credit cards and I can only surmise that percentage rate has increased. Why is Koodo against reloadable cards. I wonder how many sales you have lost because of this.

    Very dissappointed.

  4. ID 12 months ago

    Koodo does not staff their phone lines, and intentionally send people to their self-serve website….. there are very few answers. other than spend more money on the plans or phones to resolve issues

    As I write this note I have been on hold for 30 minutes to talk to a human….. perhaps the language that they speak is MONEY…… think I am going to look elsewhere…..

    Reading the other comments they seem to not value their customers and the professional experience that they offer them.

  5. pam Madsen 12 months ago

    I was on hold for hours and was disconnected I would really like the 10GB promo please can someone please get back to me your phone isn’t working it says you are closed and you should be open
    Please get back to me i have been a very good customer for years with but i am going to another company tonight if i don’t get a response

  6. Mark Whitworth 1 year ago

    Your customer service is disgusting by the manner in which you let customers wait on the phone to speak to a rep, in addition to charging $10 for waiting. Your recording stating an apology for waiting is insincere and arguably just a delay tactic hoping the caller will hang-up. I spent over an hour attempting to register for self-serve only to be halted by the supposed email confirmation that arrived but did not work – after many attempts.
    The delay allowed me time to look at plans from Telus – our home service provider for TV and Internet. Despite being at Koodo for many years, our tolerance of your poor customer service has reached its limit. My Mum – who was promised her account would be adjusted by koodo when my father passed away to get her access to the account never occurred (that’s why I was attempting to assist her this evening when this problem arose). To be clear, our family comprised of 5 separate phone users will be changing to Telus and cancelling our long standing relationship with koodo.
    This is very disappointing – as I type this email while on hold, for the past 25 minutes – and bloody disgusting!!!!
    It will be with pleasure to cancel our accounts tomorrow!

    • Heather 1 year ago

      Not sure if you knew this, Mark Whitworth, but Telus is the parent company for Koodo.

  7. shandra 2 years ago

    I am trying to close my service from another country for over 2 weeks; while being charged and without help.
    Koodo is most difficult for customers service. Waiting time for calls are an hour or more.
    Emails take a minimum of 7 days to get answered; and then when the answer comes, it does not solve the problem. Then you write again wait for 7 days for the answer, hopefully you get the right answer then. If not the cycle begins again.
    I am very frustrated with Koodos’ way of running their business.
    Right now, closing my service is impossible from another country.
    This kind of problem needs attention from elsewhere.
    Koodo needs to vastly improve any aspect of their service and its policy to better help its customers.
    I would never recommend anyone to use Koodo again.

  8. Mary Morgan 2 years ago

    Koodo is bad for customer service. Yesterday I noticed that there was no service on my phone, and 24 hours it is the same. I live in a small town in BC so things are closed on Sunday. I can’t phone Koodo because of course my service is down. I have my bill paid up to date, the internet is working fine on my iphone 4- but no koodo service– so I go online to see about getting some immediate support via email– good luck. I send a note with their forms and get a message they are working hard to get an answer back to me in 12-24 hours!!!!!! so now I am looking at 3 days without any service!!!! shame on you koodo– I think I will switch to fido….

  9. Betty Devries 2 years ago

    all I want to do is change my postal code on my bill but I cannot get through to anyone, or send my bill by email. Not a easy task!!!

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