Koodo complaints, customer care and support service


Warning: Declaration of Visualizer_Source_Csv_Remote::getData() should be compatible with Visualizer_Source::getData($fetch_from_editable_table = false) in /home/customer/www/ca.2shay.co/public_html/wp-content/plugins/visualizer/classes/Visualizer/Source/Csv/Remote.php on line 30

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.

Koodo down? Outages and problems

Is Kood down? Here is a chart of the current state of the services. The blue line represent the number of reports submitted by our users over the past 24 hours, compared with the number of reports submitted last week (grey line).

Koodo customer care reviews

Average rating

57.1%

 2.9/5 (31)
 2.9/5 (31)
 2.9/5 (31)
 2.8/5 (31)

Share your experience with Koodo customers support service

Submit your review of the Koodo customers care service. Your e-mail address will not be published. All fields marked with * are mandatory.

30 Reviews
  1. jack dunn 2 months ago

    finally got sick of customer service and changed providers and they still are screwing me around.
    phone is locked and cant use the self help as the proper drop down will not work to unlock my phone.
    call back times available 6, 6:30 0r 7AM
    Will never ever recommend this company to any one
    Yet was totally satisfied for years until i had a question then every thing went south
    so disappointed

     5/5
     5/5
     5/5
     5/5
  2. Gord Eikeland 2 months ago

    THE HUMAN-FREE CUSTOMER SERVICE IS ABSOLUTELY TERRIBLE….MORE SPECIFICALLY CUSTOMER SERVICE DOES NOT EXIST AT KOODO. Any time I have to contact or deal with Koodo I rarely was able to get through to a person, or if I did… then I was hung up on. I have been trying for weeks to get some information but any attempt goes into a deep abyss. Koodo also does not answer emails. Koodo was never able to connect my wife’s cell phone number; however, they still billed us for it??

    Reviewers, when submitting unsatisfactory reviews….please delete the stars to however may you may want to leave…as leaving 5 stars and then writing a bad review is contradictory. Too bad I have to leave one star in there on this review…Koodoo is really a a ZERO STAR Company in my evaluation, and they should adjust their scoring accordingly.

     1/5
     1/5
     1/5
     1/5
  3. Greg Maxin 2 months ago

    Horrible website. Most things I try to do results in some error where you need to contact support. However, this is no support number to call.

     1/5
     1/5
     1/5
     1/5
  4. Rachael Quinney 4 months ago

    Hey its Rachael from Alberta. Terrible customer support didnt understand my questions and had to re write same questions over and over. Then i call the koodo line only to get hung up on. Yes id like to talk to someone on the phone. Cmon koodo get with it!! Time to look for different company. 🤨

     5/5
     5/5
     5/5
     5/5
  5. Cole 4 months ago

    Just absolutely horrible service. Any time I have to contact or deal with koodo I rarely am able to even get through and am hung up on. Complete waste of time and energy, it would be nice if there was a company or two that aren’t hot flaming garbage.

     5/5
     5/5
     5/5
     5/5
  6. Michelle 5 months ago

    Hello, My name is Michelle and I want to tell you about my experience with Koodos (owned by Telus). I went with Koodos because the carrier I was using, didn’t cover the area that I moved to.
    Right from the start there was a problem, my bill was huge. I called and they said it was only because it was the first bill. I waited for the next one but there were still huge overages. So I contacted them again and this was when they told me that their unlimited was only 2400 minutes. Sounds like a lot doesn’t it? It is only 40 hours. That worked out to be 1 hour and 12 minutes per day, not exactly unlimited. I checked before I agreed to get their service, that if I wasn’t happy, there would be no cancelation charges. So I went with Verizon with a start date of May 13 2019. And cancelled with Koodos in mid April for May 18th end date, to be sure there was no lapse in coverage.
    In June 2019, I got an email from Koodos saying that they got my payment and here was the receipt. I called immediately and told them I had cancelled with them the month before and thought that would be the end of it but every month after that, I’d get another email “payment receipt” from Koodos. I called and told them to stop billing and emailing me, I didn’t have their service! I thought they had stopped, but they only stopped sending receipts…. and kept right on billing my credit card. When I realized what was happening, I called the credit card company and they reversed the charges, but in October and November Koodos tried to bill me again. So I called them again. “Stop billing me I left your service in May of last year”.
    Now this is the funny part. They have my name, address and telephone number, email address, birth date, credit card information, social insurance number and where I work, but they weren’t able to find that darn account number and according to them, I needed the account number if I wanted them to stop billing me, but when I went through the receipts…. They had XXXXXXX all the numbers but the last 3, 404 and surprise.. they couldn’t find my account numbers with just 404. (I included some of the emails they sent me showing they are XXX’d out.) I went to the kiosk where I bought it and asked them for the account number and he said sure, but after a few minutes he said he was not able to do that and told me to call Koodos. I tried to get creative to find my account number I even tapped on “pay the bill”, figuring that that HAD to have my account number on it, but that was XXXXX’d out too. I even tried asking them for the account numbers so I could change the credit card information. They would let me change the credit card information but they would not give me the account number. (I never intended to change the card, I just thought that I could get the account number that way) I’ve spent hours on hold before an agent would even answer the phone. In December of 2019 and January of 2020 I decided that I had dealt with this situation long enough, it was time to finally end this. Those calls always ended in tears for me but they STILL refused to stop billing me, not until I find that account number. They have more information about me than my mother does but they just can’t find that darn account number.
    Every time I got another notice, I’d call again. Eventually, they stopped answering my calls. So I started using different phones, but they would always hang up when they realized who I was. I remember saying to one of the agents “So you are going to keep billing me until I can find my account number? ”and she said “YES”, I couldn’t believe it. I am unable to wrap my head around a company that knowingly acts in such an unethical way.
    There are thousands of Koodo complaints on the net for billing and other issues and a lot of people had the same problem I am having now. At one point, I was so defeated by trying to fight this, that I even considered just paying it, then I realized that even if I paid them off, there were no guarantees that they would stop billing me. They are using threats and intimidation to bully unhappy former customers into paying just to stop it from going to collections like mine has. Not anymore.
    I didn’t hear from them after the calls in January and I thought the matter was finally closed, that they had finally quit billing me. They did not, they sent the file to collections. I have proof that I had another company that whole time. I asked Koodos for a transcript of my calls but they refused to give this to me. Koodos is owned by Telus
    I went with Verizon and I haven’t had any trouble with them. Their unlimited is really unlimited.
    Please help me stop Koodos from billing me after May of 2019 (I cancelled in mid April for May18 end date) and to restore my credit, that they damaged when they sent this to collections.

     1/5
     1/5
     1/5
     1/5
  7. Marian Logan 5 months ago

    Terrible service!!! I want to speak to a human and not be charged for it if I even can speak to a human!!! I have been trying for weeks to get some information but to no avail!!! Not a happy camper!!!

     5/5
     5/5
     5/5
     5/5
  8. Vez 5 months ago

    I damaged my phone at same covid hit Nova Scotia. All koodo stores and kiosks were close due to the pandemic. So I went to Walmart to get a new phone and Virgin had a better deal and plan…. So I switch to Virgin. For the last 2 to 3 months I am trying to reach koodo to pay the left over. I never received a bill or an email or call from them. Because I I switch provider my self serve account got terminated I was not able to see my bill. Today I finally reach koodo and talk to a human not a goddam computer. I went to pay that bill buy they would not accept my payment for I am not sure why…i was paying the full amount plus interest during covid pandemic. I asked them to give a account number because my previous account was closed due to I switch provider so I can pay my bill but the saying that I don’t have a account. The agent told me that he can see me on the system. So you think it should easy for me to pay. The last two months koodo I sending me email reminder to pay my bill but without a bill including in the email and same they are sending text for the same reason. They don’t tell me I much I have to pay in those emails or text. Today I found out I much to pay but koodo do not want to take my payment. And when I asked how I can pay the bill … their answered they don’t know.

     1/5
     1/5
     1/5
     1/5
  9. Mary 6 months ago

    Horrible customer service. CAN NOT GET THROUGH TO TALK TO A HUMAN. Asked for a call back , they call back and I hear click..they hug up on me. I’ve been trying to get ahold of someone for 5 hrs now. Disgusting customer service!!!!!!

     1/5
     1/5
     1/5
     1/5
  10. [email protected] 6 months ago

    There is no one home. There is no aid in fixing problems! The parent company is working yet they are of NO help.
    With six feet of seperation they have taken a Mile, what kind of communication company works this way, ONLY koodo.

     5/5
     5/5
     5/5
     5/5
  11. Bob Humphrey 6 months ago

    Have sent three e mails regarding a disputed charge the first was back in March . All emails were acknowledged but no answers
    No sense in trying to call 6 times and all you get is the call can’t be taken because of the pandemic. I feel sorry for the people employed in their stores who promote the company and get no backup from the management which reminds me of a mickey mouse cartoon

     5/5
     5/5
     5/5
     5/5
  12. G H 7 months ago

    Absolutely useless customer service and impossible to actually speak to a human. their virtual bot customer service is unbelievably bad.

     1/5
     1/5
     1/5
     1/5
  13. Anna-Marie Fuller 8 months ago

    I have submitted a facebook report that I have had no service on my phone for 2 days! Please advise
    Thank you

     5/5
     5/5
     5/5
     5/5
  14. Mo 1 year ago

    Very poor customer service when trying to pay a bill, kid would not take payment no matter what, could not think outside the box to verify ID, completely turned us away from giving them money, no disciplinary action on the brutal service, his behaviour was excused by the manager making excuses for Will at the BayCentre downtown Victoria, never want to deal with those people again, disgusting!

     1/5
     1/5
     1/5
     1/5
  15. Gina Beeley 1 year ago

    No humans available – appalling service

     1/5
     1/5
     1/5
     1/5
  16. Kris Kraft 1 year ago

    The new human-free customer service is HORRIBLE!!!

     1/5
     1/5
     1/5
     1/5
  17. Cris Culllen 1 year ago

    Actually*123 no longer has the option of any rep answer your call they changed it…..it’s the same message they use for *611…..only option is callback via Koodo Assist…..oh well I plan on leaving Koodo in a couple of months…..bad customer service

     5/5
     5/5
     5/5
     5/5
  18. Cris Cullen 1 year ago

    To talk to someone at Koodo directly with our virtual assist or call back simply dial *123 the wait time may be a bit long but at least you get the option of having a customer rep answering your phone call

     5/5
     5/5
     5/5
     5/5
  19. Donovan Matthews 2 years ago

    I paid my bill an its been a week an they still havent turned on my phone

     5/5
     5/5
     5/5
     5/5
  20. Rushabh shah 2 years ago

    i have recently upgrade the phone and they charged $35 connection fees which absolutely in appropriate as i already have connection from last 5 years and never got this type of charged in past. Also previously they charged minutes under my unlimited plan and when i called they have not any explanation for that, the rep of koodo customer care are not trained well to resolve any concern. Please be honest with your old customers.

  21. LEVI 2 years 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

  22. Karin 2 years ago

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

  23. Tracey Dorman 3 years 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.

  24. ID 3 years 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.

  25. pam Madsen 3 years 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

  26. Mark Whitworth 3 years 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 3 years ago

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

  27. shandra 4 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.

  28. Mary Morgan 4 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….

  29. Betty Devries 4 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!!!

2Shay, Business Number IT03389280367 - All contents are protected by Attribution-NonCommercial-ShareAlike 2.5 Canada (CC BY-NC-SA 2.5 CA).

We care about your data! Check our Privacy Policy and Cookie Policy.

Log in with your credentials

Forgot your details?