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
Sending 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
- 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
- Account modifications
- Top up and usage
- Self-serve account
- Social media
- 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.
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.
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.
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.
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.
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).