Koodo Mobile Reviews 

⭐ I wish I could give Koodo zero stars—or even negative stars.

This has been one of the most frustrating experiences I have ever had with a telecommunications company.

My biggest issue is with international roaming charges. I was charged for international roaming calls even though I had data roaming turned off and did not intentionally use Koodo’s roaming service. When I contacted customer service to dispute the charges, I had to repeatedly explain and insist that I had not used the service especially they don’t provide detailed information to confirm the usage. It should not be the customer’s responsibility to repeatedly defend themselves against charges they did not knowingly incur.

What made the situation even more concerning was that when I connected to Wi-Fi from another provider, it somehow appeared to be associated with Koodo. I still have no clear explanation for how or why this happened.

And then there is the customer service. It is extremely difficult to reach someone, and when you finally do, the experience is frustrating and unhelpful. Instead of getting a clear explanation or a reasonable solution, you feel like you have to fight just to have your concerns taken seriously.

A company should make billing transparent and customer service accessible—especially when dealing with international roaming charges.

Very disappointing experience. I would not recommend Koodo to anyone, particularly anyone who travels internationally.

I’m extremely disappointed with how my billing issue has been handled.

Koodo taken money before my actual billing due date, and because of that, I was charged additional fees. Now I’m being expected to pay those fees even though they resulted from being billed early.

This doesn’t seem fair, and I’m asking Koodo to review my account, remove the incorrect fees, and explain why the payment was taken before the stated billing date.

I’d appreciate someone from Koodo contacting me directly to resolve this issue as soon as possible.

terrible customer service, no live chat, no live real agent to talk. you should talk with a silly digital rep.

I have been a customer for over 15 years. The last 2-3 …. Especially the last 15 months or so have a gongshow !!! First of all terrible customer service … you can never get a problem solved or talk to an actual person … when you do … they put you hold like 10 times cuz they don’t know what the heck they are doing . The CHARGES ARE OUTRAGEOUS!!!! Last year they randomly and with zero notice … (except for the tiniest print at the bottom of an online bill statement 4 months prior ) added an extra 8 bucks a month to my bill . Wtf!! And if you miss an auto payment ? .. they charge 80 FREAKING DOLLARS for NSF. That’s 10 bucks short of my friggin bill. (I am on the stupid tab thing) . I am absolutely done with these scamming morons . Horrible company. They were never like this before . I can’t stress enough how awful they are . I am switching to Roger’s !! Never thought I’d say that in my life.
Koodo also has these worst cell reception and coverage I’ve ever experienced … which once again as gotten worse and worse over the last few years . I rarely ever have 1 bar !! No matter where I am . I have never had a phone with them and been in a place with full bars. Awful . I am switching and transferring companies tomorrow. Paying off Koodo’s tab and never going back . Good riddance.

I wanted to like koodo because of the competitive price but we can't get the self service online set up and there is no way of getting a hold of an actual person in the costumers service. Have tried for weeks. Giving up. Terrible service. Don't go with koodo!!

Dont do it. Bought esim and plan 3 days ago still cant activate it cant get help . Didn't get QR code cant reach a person . Chat bots useless. Very frustrating. Need to cancel this if I can figure out how

now ive gotten screwed good luck contacting support when you need it paying 15$extra a month for WHAT TBH

Terrible service. I have been with Koodo for over 10 years, despite small issues here and there I have stayed loyal, however, this year the service is horrible. It doesn’t matter if I’m on data or wifi nothing will load. A simple picture on social media won’t completely load onto my screen. We are in 2026, there is absolutely NO reason I should be having issues with my service when I am sitting in my home in the middle of a city where I haven’t had issues previously. If this issue continues I will be switching networks.

Horrible just horrible . Not even one star half a star

Set up extremely poorly and prey like. They told me to set up pre authorized payment through the bank , as they said it will give me discount on my monthly plan which I thought okay cool , so I set that up and been paying the monthly bill for a YEAR. then all of a sudden with no warning whatsoever they email a fat bill of 337 bucks while chilling on a nice Sunday evening. First I look at the bill and thought hmmm maybe this is a joke so I restarted my phone thinking the notification will disappear… it didn’t . So then I try get in contact with Koodo customer service which took what it felt like a decade when I finally did end up with someone on the phone they basically just tell me “uhh yea turns out your bill was actually 59 a month not the 45 you been paying monthly” so I had them explain to me how it accumulated to 337 turns of these guys suspended my account then reinstalled it same day just two slap me with two 100 bucks REINSTALLATION FEE mind you I had no idea this was going on mind you this is the second time they have slapped my head with sudden debts and I’m just a student teenager..

The worst operator i ve never seen in my life . Eviter koodo une experience qui donne envie de vomir des arnaqueurs des profiteurs il faut fermer koodo

My honest recommendation: avoid this company. They subscribed us WITHOUT our consent to a third party app focustrainyourbrain, charging us $15.00 per month. What? How is this even possible? We have subscribed to mobile service, nothing else, and expect to get charged ONLY for mobile subscription, not scammy services from who knows who. There are no agents to talk to, only clunky online chat which spans over days and frankly barely resolves anything. Pathetic service.

Horrible, unreliable, malfunctioning, zero customer service. I've been signed up with active Prepaid for a long time. Yesterday, used the "change phone number" feature for the first time. My phone went DEAD and never became active again after reboot & waiting for HOURS. Since I couldn't reach anyone for help, I tried changing the number again. Again, the next day, after a reboot, the online account says Active but the phone is DEAD.
Constant general problems. Can't get KoodoAssist - it says to sign in to get help, I'm already signed in. When I nonetheless hit the "Sign in" button, it refuses me claiming "no token". Tried to get Community help, found my question, tried to join the chat, denied access to Community with my valid active Koodo account as Community doesn't recognize my email or password. My online active account shows 0 usage since they took my $43 on Aug 3rd, and their online "Help" says NO REFUND for prepaid. So they have destroyed my phone service completely, and there's no one to talk to about a refund. Instead, they invite me to join Postpaid... which requires PAYING AGAIN. Every time I have to login to this thing, it says "forgot password?" but only because IT forgot it, not me. I have to keep inserting my password manually because it doesn't remember it. Sometimes, it shows a totally black web page, with 3-4 lines of white scrambled code at the top.
As a last-ditch resort, I "suspended" the non-existent Active-Dead "service" for 90 days until I can get to a Koodo store and stand in line for 2 hours to try to get a refund from staff.
KOODO is sheer hell. Years ago, it was the best prepaid company out there, today it is pure SH*T.

Signed up for a prepaid phone for my 12 year old. Phone, no data, for the purposes of contact when babysitting or home alone after school. 19.00/month plus tax.
First activation failed, I called support they cancelled the first number and reissued. Assured me I wouldn’t be charged.
A few months later I realized I was being charged twice monthly. Did the run around trying to arrange a call back, never heard from them, when I finally got a hold of them, they refused to refund me the full amount! Despite the fact they could tell there had been no activity and the number was not assigned.

After multiple requests to escalate, they came back with an offer for credit, I declined and settled for a referral to the escalation team because I no longer wish to be tied to them for any longer, I’ll cancel my service and take my business elsewhere.

Their opinion is that I should have noticed sooner. My opinion is that their agent should have canceled it properly and deleted my card information the first time around. Now I’m just convinced it was an intentional scam to make me pay more.

Worst company I ever had to deal with. Completely horrible service.

Why hasn't anyone started a "class action lawsuit"against Koodo's unfair practices, with so many people having their Credit Score demoted because of the unreasonable action from Koodo?
Us Canadians know nothing about lawsuits for unreasonable action of a company causing financial hardship?
Our experience: after over 6 years with Koodo, we decided to take their offer of a new phone - cost $20 per month for 24 months, BUT, the BALANCE ($480- payments) can be paid off after 6 months - NO CONTRACT - 2024.
We paid for 8 months, then decided to pay the balance - All good until the 12th month after the new phone deal, we decided to change providers.
The daily harassing phone calls started, stating we owed "$477 Tab Balance Charge". We just received another collection agent's letter, July 15th, 2026, stating it has almost doubled, and THREATENING OUR CREDIT SCORE.

We sent this to our MP, Shelby Kramp-Neuman, March 2025, but nothing has been done.
Not even our MP"s have an interest in stopping these crooked practices!
I guess it's up to us to look into a Class Action Lawsuit.

Koodos Postpaid Canada-US-Mexico Use SIM does not work in the OPPO A5 Pro 5G mobile instrument in the U.S.

I am residing in Ottawa, Canada and in May/June, 2026, I purchased a Koodos Postpaid SIM for use in Canada and in the U.S., since I had plans to visit the U.S. also.

At the time of purchase, the Koodos Sales-person informed me that there is a Koodos Canada-U.S.-Mexico-usage scheme and that the above SIM sold to me under this scheme would certainly work in the U.S.

Subsequently, during this month (July, 2026), I visited Ohio, U.S., but, on landing in the U.S., when I attempted to make calls from Ohio Airport, most unfortunately and to my shock, the SIM did not work; it became inactive right from the Ohio Airport putting me into difficulty to contact my host.

After repeated calls to the Koodos helpline, I was told to change my Mobile instrument and put the SIM in some other mobile phone and check. I did accordingly, and to my astonishment, it was working in the older models of Mobile instruments.

I had my own latest model of Android OPPO A5 Pro 5G mobile instrument, but the above SIM did not work in this instrument in the U.S., though I was assured by the Salesman of the Koodos that the Koodos SIM of Canada-US-Mexico scheme would work in the U.S.

I also found that the above SIM was not working in any models of the OPPO phone in the U.S. and all through my stay of around 18 days (07/01/2026 to 07/18/2026), I had to borrow some old Mobile instruments for using the above SIM. In the older instrument also, now and then, the Data-Roaming did not work.

Now, my grievance is, was it not the responsibility of the Koodos Sales-person to inform me that the SIM under the Canada-US-Mexico scheme would not work in the OPPO A5 Pro 5G or OPPO mobile instruments in the U.S. ? Such non-information caused me unpleasant situations.

KOODO customer service has become atrocious!  My streaming service lapsed because I had a new credit card #.  They wouldn't let me just reinstate; they said I would have to start anew.  Fine, because it was cheaper than what I was paying.   I inadvertently added the Syream + with Apple TV.  I went in and changed it back to Stream + without Apple TV, after several attempts to simply get access, and the change was accepted and verified, at the new cost.   Now, I can't get access again, and they have raised the price!!!!  This is absolutely unbelievable!!!  It's next to impossible to speak to an individual.   Call the # and they send you a link and then hang up!!!  They say you can arrange a callback from this link, but that didn't happen either!  I just don't think that's KOODO is worth the bother anymore.  It's just too frustrating to get anything done properly!  They tell you one thing, then they go back on their word!  

VERY POOR SERVICE

My nana just got a new phone at freedom and a new plan but koodo won’t port her phone number and they were being rude to her if I could I would give this -1 stars NOTE: YOU SUCK KOODO

I wanted to contact Koodo today to understand why my phone bill went up without notice and what my options are for other phone plans.
What should have been a simple process turned into a long, frustrating and EXTREMELY disappointing turn of events with Koodo's website, AI chat bot and live agent.
Here are my complaints as long standing koodo customer.
1. AI agent chat bot on your website is absolute garbage. It always has been.
Whatever higher up people decided to use this chat bot software for your website should be fired. It’s clear that Koodo/Telus only cares about money and could give two shits about their customers and customer service.

2. It’s impossible to find contact number on your website! Again, another example of Koodo not giving a shit about their customers.
After googling it, I found your number and called. The phone script suggests the customer use your AI agent and disconnects call. To be disconnected and redirected to the garbage chat bot is infuriating.

3. It takes 15 minutes with the stupid chat bot but I'm finally able to schedule a call back with a live agent.
The agent must have been wearing a headset because it sounded like they were in a wind tunnel. I could hardly hear him. Everything was muffled and crunchy. As he was quickly (WAY TOO QUICKLY) rattling off my only TWO options for a new phone plan (i know koodo has options available), I asked to be transferred to another agent who I could hear better. I told him twice that I was having trouble hearing him and he must be wearing a headset and that's why its causing all this extra noise. He told me that it was likely my phones issue and not his. I told him no, my phone does not sound like this ever and I asked to be transferred to another agent again. He REFUSED to transfer me, stating repeatedly that it’s not a good enough excuse to transfer my call.
The phone call is recorded so I encourage you to go listen. That is of course if my complaint is even going to make it to anyone's desk that can fix these terrible customer service problems.
I cannot express how much disappointment, rage and frustration I feel after dealing the AI chat bot, your shitty website with no contact info, being disconnected over the phone, then forced to deal with the chat bot again, only then deal with the live agent who blamed me for the shitty call.
He was a terrible customer service representative, and he didn't help me at all. In fact, he made this process a million times more frustrating. You expect websites and chat bots to be garbage, but I really expected more of a live agent!!

As a result of this I am going to cancel my plan with Koodo and go with a different provider all together. I am no longer recommending Koodo and I am going share this complaint online.

Run, don't walk run as far away from this carrier. If there was a zero rating on the scale, Koodo would get a zero from me. In over 20 yrs of using cell phones, this is the absolute worst carrier I have ever used.AI replaces customer service therefore its nearly impossimble to get hold of a person. They overbilled me on a trip overseas. $75 in two hours while sitting in the same airport charging my phone. 12 days away with roaming turned off some days, my bill was the equivalent of 9 months of monthly plan amount. Rates look cheap but don't be fooled. I warned you.