### What’s a Pick Your Perk Plan?

Koodo’s new Pick Your Perk Plans let you personalize your phone plan with a free feature of your choosing (that’s the “perk”). All Pick Your Perk Plans let you choose one free perk, with different rate plans offering different perk options. Want more than one? You can always purchase any unselected perks as monthly add-ons (as long as they’re available with your rate plan).

<div class="collapsible">
  <h3> What can I do with a Pick Your Perk Plan? </h3>
</div>
<div class="content">

You can pick from the following perks (depending on your rate plan) in Self Serve:

- __Premium Voicemail:__ Increase voicemail storage to hold up to 25 messages, and gain access to Instant Voicemail to send voicemails to your device via MMS. 
- __Unlimited International SMS:__ Send and receive unlimited international SMS and MMS from Canada free of charge. 
- __Rollover Data:__ Keep any of your unused data from your plan and roll it over into the next month.
- __Unlimited Long Distance Pack:__ You can call friends in 28 countries from anywhere in Canada. Included countries: United States, China, Hong Kong, India, Mexico, Bangladesh, United Kingdom, Argentina, Australia, Brazil, Costa Rica, Colombia, France, Germany, Japan, Korea, Ireland, Italy, Malaysia, Netherlands, Nigeria, Pakistan, Peru, Philippines, Poland, Singapore, Sri Lanka, and Taiwan. 
- __Unlimited Data:__ The Unlimited Data perk allows you to use as much data as you like while in Canada and never be charged data overages. After your plan’s high-speed data is used, your maximum speed will be reduced to a maximum of 512 Kbps for the rest of your billing cycle. This means you’ll still be able to browse the Internet and use email, but video quality will be reduced and other high-bandwidth applications will take longer to load. For more info, check out Koodo’s Network Traffic Management Policy at koodo.com/NTMP. 
- __5G Speed Boost:__ Double your 5G speed limit with up to 500 Mbps download speed. 

  </div>

<div class="collapsible">
  <h3> Where and how will the perks appear? Who can access them? </h3>
</div>
<div class="content">

- The perks will be available to new and renewing customers and can be selected/added in Self Serve (sales and call centre reps will also have the ability to add the selected feature in-store or via phone during activation or renewal): 

  After activating and logging in to your Self Serve account, you can pick your perk by selecting “[Mobile services](https://www.koodomobile.com/my-account/plans/select?redirect_url=/my-account/mobile-services&env=ra)” from the Self Serve menu.

  (You can also access Mobile services by logging into your Self Serve account, selecting a subscriber (if applicable), then selecting “Manage plans and add-ons” on the Overview page.)

  Once you’re in Mobile services, from the “My add-ons” panel, select the “Manage perks” button, then you’ll be able to pick your perk right away!

- Existing customers will be able to rate plan change through Self Serve (if they have no outstanding Tab and/or Tab Bonus balance).

- Existing customers who want to change their rate plan to a Pick Your Perk Plan that's not offered in their current Tab level will need to pay the balance before the plan change can be completed.

  </div>

<div class="collapsible">
  <h3> Pick Your Perk FAQs </h3>
</div>
<div class="content">

__1. Why is Koodo adding these plans?__

At Koodo, we’re all about letting customers choose what makes them happy. Letting them pick a free perk is just another way for us to do that.

__2. Can I get these plans with TELUS?__ 

Nope! Pick Your Perk Plans are only at Koodo. But since we’re a part of the TELUS family, Koodo customers still have access to TELUS’ great network that has you covered from coast-to-coast. 

__3. Can I get these plans if I bring my own phone?__

Yup! All Pick Your Perk plans are available to all Koodo customers, even if you bring your own phone.

__4. Can I add more than one feature?__

Depending on the Pick Your Perk Plan you choose, you’ll be able to add __one perk at no extra cost__. Any of the perk options that are available for that plan can be purchased as an add-on within Self Serve. Just like Koodo’s existing add-ons, additional perk selections will be billed monthly and can be added or dropped at any time. 

__5. Are these plans available online?__

You bet. You can activate a Pick Your Perk plan online. After that, you’ll need to access Self Serve to add your perk.

__6. Will I be able to change my perk?__

You can change up your perk from month to month in Self Serve. __Heads up:__ this change will take effect at the start of your next bill cycle. 

__7. Can I add or change my perk in the middle of the month?__

You can select a different free perk in Self Serve at any time, but the change won’t take effect until the start of your next bill cycle. If you add additional perks at an extra cost, those will operate the same way as other Koodo add-ons (which means they can be added or removed from your account immediately).

__8. What is Premium Voicemail?__

Premium Voicemail is the combination of two voicemail features: The first is Voicemail 25, which increases your voicemail storage to 25 messages (an increase from the standard 10). The second is Instant Voicemail, which delivers an audio file of your voice messages to your phone via text.

__9. Can I access Pick Your Perk features with my current Koodo plan/a non-Pick Your Perk plan?__

Only customers with a Pick Your Perk Plan will have access to the free perk choice.

__10. When do feature changes take effect immediately vs first day of next bill cycle? How does this impact my features?__

If you’re upgrading or downgrading your plan and changing your free perk, the change will take effect immediately. If you’re changing your free perk but sticking to the same rate plan, the change will take effect on the first day of your next bill cycle. Any changes made to additional perk add-ons will always take effect immediately.

Switching off Rollover Data will forfeit the rolled over data bucket immediately. Switching off Unlimited Data (if in the slowed state) will block your data usage immediately (Shock Free Data).

__11. Can I move from a starter plan to one of the new plans?__

Yup. You’re always welcome to switch to one of the new Koodo Pick Your Perk rate plans.

__12. What if I don’t want to switch to a Pick Your Perk Plan?__

If you’re happy with your existing rate plan, you don’t have to change a thing! You just won’t have access to any of the “perk” features that are available with a Pick Your Perk Plan.

  </div>

<div class="collapsible">
  <h3> Rollover Data & Unlimited Data FAQs </h3>
</div>
<div class="content">

__1. How does Rollover Data work?__

At the end of the month, any data left over in your plan’s monthly data bucket will roll over to your data bucket for the next month. After you use all of your regular plan data, your Rollover Data will get used automatically. You can only keep your Rollover Data for one month, so any unused Rollover Data at the end of the month will be gone. 

The Rollover Data perk is specific to your plan. If you change your plan or remove this perk, you’ll lose the rolled over data from the previous month.<br><br>

__2. How does Unlimited Data work?__

The Unlimited Data perk allows you to use as much data as you like while in Canada and never be charged data overages. After your plan’s high-speed data is used, your maximum speed will be reduced to 512 Kbps for the rest of your billing cycle. <sup>1</sup>

This means you’ll still be able to browse the Internet and use email, but video quality will be reduced and other high-bandwidth applications will take longer to load. For more info, check out Koodo’s Network Traffic Management Policy at koodo.com/NTMP.

If you need more high-speed data until your next billing cycle, you can always buy a Fast Pass. Just add one in Self Serve or by replying to SMS data notifications. For the 411 on Fast Passes, check out our [Help page](https://www.koodomobile.com/en/help/adding-fast-passes).<br><br>

__3. Will purchasing the 5G Speed Boost perk restore my high-speed data?__

If your data is in a slowed state, the 5G Speed Boost perk won’t grant you access to more high-speed data. The only way to get more high-speed data is by purchasing a Fast Pass.

The 5G Speed Boost perk will apply to Fast Pass purchases.<br><br>

__4. Can I hotspot with my Unlimited Data?__

You can hotspot while you have access to your high-speed data bucket, but once you’ve used all your high-speed data and are in a slowed state, you will no longer be able to hotspot.<br><br>

__5. Do Rollover Data and Unlimited Data work with Easy Roam?__

Nope. The Rollover Data and Unlimited Data perks aren’t accessible while roaming with Easy Roam.   
  </div>

<br><br> 

__Unlimited Long Distance Pack restrictions:__ Calls made to phone numbers starting with the following six-digit combinations are not included in this add-on: 559-726, 712-775, 712-432, 605-562, 605-475, and 530-881. Calls made to these numbers will be billed at your standard pay-per-use rate. Macau is not included.

Pick Your Perk Plans

Koodo’s Pick Your Perk Plans

## What network traffic management means

Data usage is growing in Canada and to make sure that our customers receive a consistent user experience, we manage the traffic on our wireless networks. This means that we use advanced network management technology, like reduced speeds for the Unlimited Data add-on and video experience optimization.

Our Koodo network traffic management policies are explained below:

<div class="collapsible">
  <h3> Unlimited Data  </h3>
</div>
<div class="content">

__If you're using wireless data and have Unlimited Data as a Koodo plan perk or a purchased add-on,__ we may reduce or “control” your speeds when your data usage exceeds a specific range of use or threshold. 

## FAQ

__1. Why is Koodo implementing reduced speeds after my plan reaches its full-speed data threshold?__

Unlimited Data allows you to use as much data as you like while in Canada without being charged data overages. After your plan’s full-speed data bucket is exhausted, Koodo will reduce the maximum speed for the remainder of your bill cycle. This allows us to minimize the impact on the experience of our overall customer base of a small number of users with uncharacteristically high usage. As a result, Koodo can maintain an exceptional network experience for all of our customers. 

__2. How does it work?__

When your total data usage exceeds the full-speed data bucket included in your rate plan during your bill cycle, your data speeds will be reduced to a maximum of 512 Kilobits per second (Kbps) for downloads and uploads for the remainder of your bill cycle. Your data speeds will be reset to full speed on the first day of your next bill cycle. 

__3. Who does reduced speeds apply to?__

All customers who have a Koodo Unlimited Data add-on or plan perk and who reach their full-speed data threshold during their bill cycle will experience reduced speeds for the remainder of that bill cycle.

__4. What is the impact of reduced speeds?__

Reduced speeds should not affect any applications that require less than 512Kbps of download bandwidth or 512Kbps of upload bandwidth, but it could affect the performance of applications that normally require greater bandwidth. This means you’ll still be able to browse the Internet and use email, but video quality will be reduced, and other high-bandwidth applications will take longer to load. Reduced speeds apply to all types of data traffic, except Voice over LTE (where available), and it doesn’t apply to circuit switch-based voice services (including 911).

__5. What are some activities that can trigger significant data usage?__

The following are some examples of activities that could trigger significant data usage:

- Streaming/downloading video or audio from the Internet
- Sharing your phone’s mobile data connection with a laptop (tethering, where permitted) or with other smartphones (for example, by creating a personal hotspot)
- Using navigation apps
- Uploading or sharing photos and videos through social media, email, or messaging apps
- Browsing the Internet for prolonged periods
- Using apps that automatically update or require the use of location-based services

__6. How can I manage and track my data usage?__

The following tips can help you manage your data usage:

- Connect to a Wi-Fi network when available
- Update applications over Wi-Fi
- Close and sign out of applications whenever possible

To track your data usage, you can use Koodo [Self Serve](https://www.koodomobile.com/my-account/selector?redirect_url=/my-account/usage&env=ra). 

  </div>

<div class="collapsible">
  <h3> Wireless Video Experience Optimization  </h3>
</div>
<div class="content">

## FAQ

__1. Why is Koodo implementing Video Experience Optimization?__

The radio spectrum in Canada that is needed to support data use is limited, and the networks that rely on this spectrum are quickly becoming congested. At Koodo, we want to make the best use of the spectrum available to us by ensuring fair access for all customers. As a result, we’ve implemented Video Experience Optimization throughout our wireless network to encode streamed videos at all times. This allows them to have a smaller impact on the network with minimal impact to quality. 

__Note:__ This only affects video streaming and not any Wi-Fi usage or home Internet service.

__2. How does it work?__

Our Video Experience Optimization equipment looks at the technical characteristics of the video content that you’re trying to stream as well as the type of device you’re using. If the format hasn’t already been fully optimized for delivery over a wireless network to your specific device, our equipment optimizes the file before sending it. The equipment continuously evaluates videos to determine the best balance of viewing experience and optimization. 

__3. What types of Internet content will be optimized?__

Only Internet videos (e.g. Flash and MPEG4) that are streamed on a wireless device will be optimized. Optimization doesn’t apply to: 

- Files that are downloaded
- Videos saved to your device
- Streaming over Wi-Fi
- Video conferencing
- FaceTime
- Live chat
- Gaming

The level of optimization will differ depending on the video being streamed. For example, in order to ensure the quality of the video remains the same, videos delivered to a device with a high-resolution screen won’t be optimized. Streaming videos delivered to a device with a low-/medium-resolution screen will benefit most from optimization.

__4. Who does Video Experience Optimization apply to?__

Video network optimization applies to all Koodo users. All devices connected to the Koodo network will be optimized, including but not limited to __smartphones, tablets, Internet keys, and smart hubs.__ The level of optimization will automatically adjust based on the display capabilities of each device and the type of video being streamed. In this way, each video is delivered at the rate that the device is capable of displaying it.

__5. What is the impact of Video Experience Optimization?__

The end result is that videos load faster without noticeably taking away from the viewing experience. You also use less data, which can save you money.

__6. Is Video Experience Optimization common in other countries?__

As a response to global network data congestion, more than 500 wireless operators in the United States, Europe, and other countries have adopted Video Experience Optimization. User experiences with these providers show that users enjoy the benefits of optimization, including faster video loading, less buffering and stalling, lower data usage, less network congestion, and no noticeable reduction in image quality.

  </div>

Network Traffic Management

Mobility

Koodo’s Network Traffic Management Policies

__Learn how to get more full-speed data until the end of your billing cycle with Fast Passes.__

If you need more full-speed data until your next billing cycle, Fast Passes are add-ons available to customers who are on a [Pick Your Perk](https://www.koodomobile.com/en/pickyourperk?CMP=KNCKDO0428Google_Koodo-ROI_Google_631195788156&utm_source=google&utm_medium=cpc&utm_campaign=Koodo-ROI&utm_content=631195788156&gclid=Cj0KCQiA54KfBhCKARIsAJzSrdqgnsXrROjPK0Cm4duW9l_bhPzbXu8RPJYUvyob6mmMz0WSXq1eXvEaAh0sEALw_wcB&gclsrc=aw.ds) plan with the Unlimited Data perk. 

You can add a Fast Pass at any time in [Koodo Self Serve](http://koodo.com/selfserve). Once you’ve logged in to Self Serve, from the “Self Serve” dropdown, select __Usage__ and follow the instructions on the Fast Pass banner at the top of the page.

You'll also be able to add Fast Passes by replying to SMS data notifications. 

__Note:__ Fast Passes can’t be purchased through a Koodo rep.

| Fast Pass               | Price | Included data |
|-------------------------|-------|---------------|
| Fast Pass - 5 GB top-up | $20   | 5 GB          |

__Good to know__

- Fast Passes can be used only by customers on Pick Your Perk plans with the Unlimited Data perk
- Once a Fast Pass is added, it’ll be available until the end of the current billing cycle and won’t carry over to the next billing cycle
- Once the Fast Pass has been completely used, you’ll experience reduced data speed until your next billing cycle or your next Fast Pass purchase
- You can purchase a Fast Pass up to 3 times within each billing cycle


Adding Fast Passes

If there’s an issue with our site, we try to get things back up and running as fast as we can. Typically, we can resolve most issues within the hour.

You can still get answers to your questions from our Help pages, our [Community](https://community.koodomobile.com/), or by using [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).

If you’re a prepaid customer, [log in or activate your account](https://telusidentity.telus.com/as/authorization.oauth2?response_type=code&response_mode=query&client_id=01786d92-7f47-4397-8dcd-fc6948320526&redirect_uri=https%3A%2F%2Fprepaidselfserve.koodomobile.com&nonce=ApkFxM7mzwW1s2ZZtvcUFc8F&scope=1965%201966%201967%201968%201969%201970%201971%201972%201975%201977%201979%201995%20S-1%20email%20openid%20profile&state=PPIwnmeABSEE2VzVKpLPwa44).

Thanks for your patience while we get things sorted out!


Quick help for site issues

Whether you're looking to get a new [plan](https://www.koodomobile.com/en/rate-plans?INTCMP=KMNew_NavMenu_Shop_Plans) that offers more, or to downsize based on your current needs, changing your Koodo rate plan is easy! Just remember that certain promotional plans may require that you meet eligibility criteria, so if you don't see the plan you want as an available option, make sure you read "The Legal Stuff"  located at the bottom of the "Change my plan" page in Self Serve to fully understand the requirements.

Follow the steps below to easily change your rate plan right in Self serve:

1. [Log in to your Self Serve account.](https://koodomobile.com/selfserve "Log in to your Self Serve account.")
2. Select __Self Serve__ at the top of the screen, and select __Mobile services__ from the drop-down menu.
3. Your current plan will be shown. To change it, select __Change my plan__ and follow the steps.

Woohoo! You’ve changed your rate plan. We’ll send you a confirmation email.

__Note:__ If you change your rate plan, your existing data add-ons may fall off.

### How to redeem your special promotion
If you’ve received an SMS, email, phone call, or any other form of communication from Koodo informing you that a special rate plan change offer is available for you, follow these simple steps to redeem it: 

1. Log in to __Self Serve__.
2. Select __Self Serve__ at the top of the screen, and select __Mobile services__ from the drop-down menu.
3. Select __Change my plan__. (Here, you may notice that promotional rate plans have been loaded into your account. These special deals will appear at the top of the rate plan list in pink and will be exclusive to you!)
4. To redeem your offer, simply select your preferred plan under __Choose your new plan__, then follow the steps to __check out__. 

Easy peasy!

### Rate plan change eligibility
The following also applies to rate plan change offers/special promotions:

- You can change your rate plan only once per billing cycle.
- Your [Self Serve](https://koodomobile.com/selfserve) account will show you all the rate plans you can switch to. If you don't see a particular plan you're interested in, it's likely because your current profile doesn’t qualify you, and you may be required to upgrade to a new phone on a Tab.
- The availability of rate plans depends on things like your Tab or any special promotions you received when you signed up. Eligible rate plan options can vary over time, depending on what’s available at the time you want to change your plan.
- You might need to pay off your remaining Tab and/or Tab Bonus balance before switching to another rate plan. See our [Tab FAQs](https://www.koodomobile.com/help/everything-you-need-know-about-tab "Tab FAQs") for more information.

If you experience any issues, please schedule a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and a rep will be happy to help you.<br><br>

<div id="faq" class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__1. When will my new plan start to work on my phone?__

If you make a rate plan change, the new plan will usually take effect right away, but you might need to wait for up to 15 minutes.

__2. Why did my promotional bill credit get removed?__

Promotional credits, including bill credits, are discretionary and eligibility requirements for credits may vary. Typically, promotional credits are awarded based on the eligibility of the rate plan you activate on. If you change rate plans, or complete a renewal or upgrade, bill credits may be removed. We may check your eligibility from time to time, and if you become ineligible to receive a discount, promotion or benefit for any reason, we may remove it without prior notice.
  </div>

<br><br>__For more information, check out our other articles about plan changes:__

- [Rate plan proration explained](https://www.koodomobile.com/en/help/proration) <br>
- [Keeping or changing your plan when you upgrade your phone](https://www.koodomobile.com/en/help/Keeping-or-changing-your-plan-when-you-upgrade-your-phone?search_api_views_article_search_fulltext=Keeping%20or%20changing%20your%20plan%20when%20you%20upgrade%20your%20phone)<br>
- [Postpaid province-wide calling](https://www.koodomobile.com/en/help/postpaid-province-wide-calling)
- [Service fees](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support)
- [Seasonal Hold plan](https://www.koodomobile.com/en/help/keeping-your-account-open-when-travelling)
- [Things to know about cancelling your Koodo services](https://www.koodomobile.com/en/help/things-know-about-cancelling-koodo)
- [Moving from Prepaid to Monthly Postpaid Service](https://www.koodomobile.com/en/help/moving-prepaid-postpaid-monthly-service)
- [Endless Data with TELUS](https://www.koodomobile.com/en/help/endless-data-with-telus)


Want something a little different from your Koodo service? Learn about changing your rate plan here. 

Help_Landing_ChangingYourRatePlan_ToArticle_Static_Link_May2023

Managing mobile services

Upgrading

Changing your mobility rate plan

__The mental health crisis and suicide prevention service can be reached via phone or texting at 9-8-8.__

9-8-8 is for anyone who is thinking about suicide, or who is worried about someone they know. Connect to a responder to get help without judgement. Call or text 9-8-8 toll-free, anytime for confidential support in English or French. For more information, visit [988.ca](https://www.988.ca/).

__Important:__ If your phone system or device encounters any issues connecting to 9-8-8, you can reach the 9-8-8 service through their direct toll-free number at 1-833-456-4566.

<div class="collapsible">
  <h3> Frequently asked questions </h3>
</div>
<div class="content">

__What is 9-8-8?__

Canada’s 9-8-8 Suicide Crisis Helpline is a new three-digit helpline that provides urgent, live support by phone and text to people in every province and territory across the country. 9-8-8 is available anywhere in Canada in English and French, 24 hours a day, every single day of the year across the country. 9-8-8 is for anyone thinking about suicide, or worried about someone they know. 

Trained 9-8-8 responders will answer calls and texts and listen without judgment while providing support.<br><br>

__Who should call 9-8-8?__

9-8-8 is for anyone who is thinking about suicide, or who is worried about someone they know. Suicide prevention is the primary focus of 9-8-8 but no one who calls or texts the helpline will be turned away. Everyone who contacts 9-8-8 will be assessed for suicide risk, and all 9-8-8 responders are trained to respond to people going through a range of crises.<br><br>

__Who runs 9-8-8?__

The Centre for Addiction and Mental Health (CAMH) in Toronto, Ontario is leading and coordinating the delivery of 9-8-8 nationwide. A growing network of more than 40 experienced local, provincial and territorial and national crisis lines across the country provide culturally appropriate, lifesaving support to people who call or text 9-8-8. 9-8-8 is funded by the Government of Canada through the Public Health Agency of Canada.

For more information, visit [988.ca](https://www.988.ca/).<br><br>

__What happens when I call 9-8-8?__

When you call 9-8-8, before you are connected to a 9-8-8 responder, you will hear a brief pre-recorded message to let you know you are in the right place. Most callers at this point will also hear a few short questions, such as whether you’d like to talk to someone English or French, if you are under 18 and if you would like to speak to a responder that has experience of supporting First Nations, Inuit and Métis people. 

The message will also let you know how you can find out more about using the service, including about confidentiality. In some parts of Canada, you will be put straight through to the existing crisis service for your province or territory and will hear a welcome message from that service. All callers will be put through to a responder who will listen and provide support. If you need to wait for a short time, please stay on the line. A responder will answer your call. Whatever you are facing, 9-8-8 responders are here to help. No one who reaches out to 9-8-8 will be turned away.<br><br>

__What happens when I text 9-8-8?__

When you text 9-8-8, you will first of all see some automated messages before you connect to the live text service. You will be asked if you want to text in English or French, and will be sent a link to find out more about using the service, including about confidentiality. You will reach a responder who will listen and provide support. You might need to wait for a short time before you are connected to live service. 

For more information, please visit [988.ca/what-to-expect](https://988.ca/what-to-expect).

  </div>

Network

988 Mental Health Hotline

9-8-8 service is now live in Canada

Enhanced 911, or E911, is a service that allows emergency operators to provide better assistance to people calling 911 from their mobile phones.

- Enhanced 911, or E911 Phase 1, is a service that displays your mobile phone number to emergency operators as well as the location of the cellular site carrying your call.
- E911 Phase 2 provides improved location information. E911 calls from mobile phones are subject to the same limitations as regular calls from mobile phones. For example, if you’re underground or too far from a network antenna, your signal quality may be affected and you may not be able to connect to the network.

All Koodo phones are able to support both phases of E911.

Koodo E911 service is currently accessible in most of Alberta, British Columbia, the Greater Winnipeg area of Manitoba, Ontario, Quebec, New Brunswick, PEI, Saskatchewan, Newfoundland, and the Greater Halifax area of Nova Scotia.

### __Paying the 911 government service fee__
There’s a monthly provincial or municipal fee for 911 service collected by all carriers in select provinces. The amount of the fee is regulated in each province and the funds collected are used to support local 911 emergency operations centres. See the table below for the fee.

| Province     | Monthly tax for e911 services     |
| ---------- | ---------- |
| Québec       | $0.46       |
| Alberta       | $0.95       |
| Saskatchewan	       | $1.95        |
| New Brunswick       | $0.97       |
| Nova Scotia       | $0.43         |
| Prince Edward Island         | $0.70       |
| Newfoundland       | $0.75       |
| Ontario       | No charge       |

A Koodo wireless caller always gets a person when they call 911, regardless of the existence of 911 service. Callers in non-911 areas connect to the provincial police or the local telephone company operator.

__Note:__ Landline callers in a non-911 area get a fast busy or a recording that tells them the call cannot go through but they do not connect with anyone.<br><br>

### __For Prepaid customers__
E911 fees are built into your billing already if you live in a province that charges these fees.<br><br>

### __T911__
Text with 911 (T911) is an emergency texting service for Deaf, Hard of Hearing and Speech Impaired (DHHSI) customers. T911 service is not available everywhere. Government agencies are responsible for handling emergency calls, and not all of them can support T911 service. For more information on where T911 is available in Canada, visit [textwith911.ca](https://textwith911.ca "textwith911.ca")  Coverage areas are approximate.

- The agency handling your T911 call may not be able to assist you in both official languages.
- T911 service relies on text messaging sessions initiated by the government emergency response agency receiving your 911 call.
- The availability of text messaging service is not guaranteed and is subject to the Koodo Service Terms.
- You must have an active Koodo account to access T911 service on your Koodo phone. Your Koodo phone must support the T911 service. Each phone on your account must be individually enabled for T911 service, if the user is eligible. Please allow 5 days for registration to become effective.
- Your T911 registration won't apply if you port your number to another service provider. You must re-register.

### __How to register__
It's free to register for this service. Just text T911 to 428911 from your phone and follow the prompts. 

### __T911 compatible phones__ 
A supported handset is required to use this service. All handsets currently sold by Koodo support Text with 911, with the exception of the Alcatel Go FLIP handset.

### Important information on the 9-8-8 service
On November 30, 2023, Canada will be launching a national mental health crisis and suicide prevention number that anyone can access by either dialing or texting 9-8-8. It will be available 24/7 from coast to coast and free of charge. 

Help is still available in the meantime. People experiencing mental health distress can obtain assistance through Talk Suicide Canada by calling 1-833-456-4566 toll-free. Support is also available through text. Adults can text 741741 and youth can text 686868. Talk Suicide Canada’s text service is available at 45645 from 4 p.m. to midnight, Eastern Time.

For more info, check out our [Help page](https://www.koodomobile.com/en/help/9-8-8-service-canada).


E 911, or enhanced 911 llows emergency operators better assist people. Find out which Koodo phones are compatible with E911 and T911 here. 

E911 and T911

E911, T911, and Emergency Services

On a Canada-wide plan, your anytime minutes can be used to call anywhere in Canada, coast to coast, without paying long distance rates. 

### __Canada-wide Family Calling__ 
If you have a Canada-wide plan, then your Family Calling is Canada-wide too. You'll never see a long distance charge for calls from anywhere in Canada to anywhere in Canada. If you've got a family member who doesn't have a Canada-wide plan, their Family Calling only includes local numbers. Simple solution? Have them switch to a Canada-wide plan.

### __Using up your anytime minutes__
With our Canada-wide plans, Canada is like one huge zone, so you won't be charged long distance rates for domestic calls - even if you go over your anytime minutes.

If you use up all your anytime minutes in your monthly plan, additional calls you make from within Canada to anywhere in Canada will be charged at our standard rate of $0.60 per minute.

### __Just so you know__
- All calls use per-minute billing.
- There is no difference between 'Unlimited minutes' and 'Unlimited Canada-wide minutes' - they’re both unlimited Canada-wide minutes!

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  <h3> FAQ </h3>
</div>
<div class="content">

__1. How does calling and texting work with a Canada-US plan?__

__From Canada or the U.S:__ Unlimited calling and texting (including text, picture, and video messaging) is included with Canada-US plans. Calling and texting phone numbers outside Canada or the U.S. will be charged at the standard international long distance pay-per-use rate (if calling from Canada) or the standard U.S. roaming voice pay-per-use rate (if calling from the U.S.). To see the current rates, visit [koodo.com/payperuse](https://www.koodomobile.com/en/payperuse)

If you have an international long-distance calling or texting add-on, the rates of your add-on __only apply when making international long-distance calls or texts__ from Canada.

__From destinations other than Canada or the U.S:__ All calling and texting (including text, picture, and video messaging) will be charged as roaming fee. If you do not have Easy Roam, usage will be charged at standard pay-per-use roaming rates as posted on [koodo.com/payperuse.](https://www.koodomobile.com/en/payperuse)

__Note:__ Picture and video messaging will count as a text message and also use data.<br><br>

__2. How does texting work if the International SMS/MMS perk is selected with a Canada-US plan?__

If you select the Unlimited International SMS and MMS perk, sending and receiving unlimited international SMS and MMS is __free of charge only while you’re within Canada.__<br><br>

__3. How does long-distance calling work, if a long-distance add-on or unlimited long-distance calling perk is selected with a Canada-US plan?__

If you select a long-distance add-on pack or unlimited long-distance calling perk, inbound and outbound calls to the included countries are __free of charge only while you’re within Canada.__ 

  </div>


With Koodo Canada-wide plans, you can call coast to coast with no extra cost! FInd out more here. 

Canada-wide plans

Using your Koodo minutes in Canada

Did you know that new and existing Koodo customers can activate a tablet plan with Koodo? It’s super easy to set up!

__Heads up!__ A tablet device __must__ be purchased along with the plan.

### __How does it work?__

1. To get started, visit a Koodo Store, authorized dealer, or retail location. Want to find a store near you? Check out our [Store Locator](https://www.koodomobile.com/find-nearest-store?INTCMP=KMNew_FooterLINK_Stores_Stores "store locator")

  - Existing Koodo customers can also add a tablet plan to their accounts online through the [Tablets page](https://www.koodomobile.com/tablets)
2. Choose a tablet device and get a SIM card
3. Insert the activated SIM into your tablet, and you’ll be good to go!

### Good to know
- A $60 connection fee applies when a tablet is purchased in store (this fee includes an already-activated tablet SIM card)
- Customers using iPads will need to manually configure their APN settings. For more information about how to do this, check out our [internet connectivity troubleshooting page](https://www.koodomobile.com/help/i-cant-connect-internet)

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  <h3> FAQ </h3>
</div>
<div class="content">

__1. Can new customers activate a tablet with Koodo?__

Yes; however, new tablet activations are currently not available through Self Serve. At this time, only existing Postpaid (monthly) Koodo customers are able to add a tablet to their account. New customers can activate a Koodo tablet plan on the Tab __in stores.__

__2. Can existing customers add multiple tablets to their account?__

Yes they can!

__3. Which plans are eligible for a tablet?__

New and existing customers can add a $15/4 GB plan to their tablet. A tablet plan can  be used only with a tablet device. If these conditions are not met, Koodo may terminate your tablet plan in accordance with the [Service Terms](https://www.koodomobile.com/service-terms).

__4. Will customers receive Shock-Free data notifications?__

Customers using SMS-enabled Android devices __will__ receive Shock-Free data SMS alerts (at 50%, 90% and 100% of their usage) and their data will be paused once the limit is reached. __Note:__ The new $15/4GB plan does __not__ include SMS. 

Customers using Apple or non-SMS-enabled devices __will not__ receive Shock-Free data SMS alerts, but their data will be paused once the limit is reached. 

For both Android and Apple users, if a customer has set up other alert methods (i.e. other phones or emails), they’ll still receive the alerts.

A person on the account with [authority](https://www.koodomobile.com/help/permissions "authority") will be able to unpause data by adding a one-time data top-up from their tablet or via [Self Serve](http://koodo.com/selfserve "Self Serve"). A customer without authority will need to contact another user on the account who has authority in order to unpause data via [Self Serve](http://koodo.com/selfserve "Self Serve").

__5. Are tablets eligible for the Refer-a-Friend program?__

No, tablets are not eligible for the Refer-a-Friend program.

__6. How can customers check their usage?__

Customers can check usage on [Self Serve ](http://koodo.com/selfserve "Self Serve").

__7. Can a Koodo tablet be used as a phone with a SIM number?__

No, the tablet plan does not come with voice or SMS capabilities.

__8. Is it possible to buy the tablet without a plan?__ 

No, you must get a tablet plan with your tablet device.

__9. How can I remove a tablet from my plan?__

Cancelling a tablet is basically cancelling a plan. To do this, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and schedule a callback, so a rep can help you with this.

  </div>


Do you want to find out how activate your tablet with Koodo Mobile? Get all the tips for Activating a Tablet here. 

Activating

Activating your phone

Activating a tablet

Got a promo code to use at koodo.com? Awesome! Here’s how to redeem it.

Let’s get started. Click to let us know if you’re a __current__ or a __new__ customer, then follow the outlined steps:

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  <h3> Current Customer </h3>
</div>
<div class="content">

1. Log in to your [Self Serve](https://identity.koodomobile.com/as/authorization.oauth2?client_id=unifiedss_koodo&response_type=code&scope=profileinfohighdetail%20customerinfo%20internetservicemanagement%20securitymgmt%20paymentmanagement%20ordermgmt%20invoiceinfo%20devicemanagement%20phonenumbermgmt%20accountinfo%20accountmanagement%20loyaltyandrewards%20priceplaninfo%20accountactivity%20paymentprocessing%20wifimanagement%20PartnerProfile%20profilemanagement%20usagepreferencemanagement%20usagemeter%20wlspaymentmgmt%20homephonemanagement%20usagemanagement%20usagedetails%20usagenotificationacceptancehistory%20usageblockmanagement%20serviceeligibility%20servicemanagement%20hellocustomer%20billpreferencemanagement%20identityinfofulldetail%20serviceassociation%20callcontrolmanagement%20wlsserviceagreement%20wlsserviceandfeature%20wlspriceplan%20userprofileselfreg&redirect_uri=https%3A%2F%2Fapi.digital.koodomobile.com%2Foauth2%2Fcallback) account.

2. Click the __Shop__ menu, then choose one of the actions below:

| Select               | If you want to...                              |
|----------------------|------------------------------------------------|
| Phones               | Get a new phone<br><br>Add a phone or a tablet |
| Bring your own Phone | Add a new line to your account                 |

3. Select a Phone or a SIM and click __“Add to cart”__
4. Enter your promo code in the __“Promo code” text box__. *(Some don’t have validation codes, but if you received one, enter it now.)*
5. Click __“Add a plan/Change plan,”__ select your preferred plan, then click __“Add to cart.”__
6. Follow the rest of the steps to proceed to Checkout.
7. Once you see a screen with your confirmation number, you’re all done - sit back and wait for your new phone/SIM to arrive!

</div>

<div class="collapsible">
  <h3> New Customer </h3>
</div>
<div class="content">

| If you want to...    | Go to this page                                  |
|----------------------|--------------------------------------------------|
| Get a new phone      | https://www.koodomobile.com/phones               |
| Bring your own Phone | https://www.koodomobile.com/bring-your-own-phone |

1. Select a Phone or a SIM and click __“Add to cart”__ 
2. In the pop-up box, under “New to Koodo?” select __“Get started”__
3. Enter your promo code in the __“Promo code” text box.__ *(Some don’t have validation codes, but if you received one, enter it now.)*
4. Click __“Add a plan,”__ select your preferred plan, then click __“Add to cart.”__
5. Follow the rest of the steps to proceed to Checkout. *(If you don't pass the credit check process, an employee at your closest Koodo Shop can help you complete your order.)*
6. Once you see a screen with your confirmation number, you’re all done - sit back and wait for your new phone/SIM card to arrive!
</div>

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  <h3> Having problems? </h3>
</div>
<div class="content">

If you see an error message after entering the promo and validation codes, here are some steps you can try out:

- Review the details/eligibility of your promo code offer, and make sure it matches what you have in your cart 
- Double check the cell phone brand, model, colour, size or Tab size
- Make sure that the rate plan you've chosen is listed as eligible for your promo offer.

If you still have trouble, you can go to [koodo.com/help](http://koodo.com/help) for more details.
</div>

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