All Koodo plans run on reliable and award-winning 5G and 4G LTE networks, stretching your coverage from [east to west and north to south](http://koodomobile.com/en/network). 

Full access to the 5G network requires a 5G device and 5G speed rate plan.

__Compatible with Koodo – 4G (HSPA/LTE) frequency__
Koodo, TELUS, Virgin, Fido, Bell, Rogers

__Not compatible with Koodo – HSPA 900/2100 frequency__
Wind, Mobilicity, Videotron <br><br>

<br><br>__Does Koodo have a 5G Network?__

Koodo offers service on both 4G LTE and 5G networks. That means the happiest network is available in more places than ever, with a faster connection than ever. Get ready for quicker downloads, faster streaming, and on-the-go gaming across Canada. To access the 5G network, customers must be using a 5G-enabled device on a 5G speed plan and be in an area that has 5G network coverage. To learn more about our different rate plan speeds, check out our help article about [Speed experience in rate plans](https://www.koodomobile.com/en/help/data-speeds?search_api_views_article_search_fulltext=5g%20network).<br><br>

__Related help pages:__
- [Koodo's coverage](http://koodomobile.com/en/network)
- [SIM card 101](https://www.koodomobile.com/en/help/koodo-sim-support)

Koodo's network is big, we mean, really big. Find out more about our coverage right here. 

Network coverage

Network

Mobility

E911 and T911

988 Mental Health Hotline

Network Traffic Management

Koodo's network coverage

Sometimes your phone isn’t able to connect to the internet or your cellular data isn't working. Annoying, right? These tips below can help you solve the problem.

Your phone connects to the internet in two different ways: network data (4G LTE) and Wi-Fi. Before you head to a Koodo store or call us for help, here are some possible quick fixes if your phone’s data or Wi-Fi is not working.

Need extra help? See our [interactive tutorials](https://www.koodomobile.com/help/article-categories/phone-troubleshooting "interactive tutorials") for easy-to-follow visuals.

### Network data troubleshooting
Data lets you access the internet with your phone anywhere on Canada’s largest 4G LTE network.

Can’t connect to Koodo’s data network? Try these tips:

1. __Check if you’ve reached your monthly data limit:__ Log into your [Self Serve](http://koodomobile.com/my-account "Self Serve") account to see if your data usage for the month is at 100%. You can either wait until next month’s billing cycle or add more data to your account on Self Serve. With Koodo’s [Shock Free® Data](https://www.koodomobile.com/en/help/shock-free-data) feature, you'll receive text notifications when you use 50%, 90%, and 100% of your data usage, and we'll pause your data when you reach your limit. 
2. __Remove the SIM card:__ This one is easy. Turn your phone off before removing and reinserting the SIM card. Search __SIM card__ in your phone’s interactive tutorials for step-by-step help.
3. __Turn on your cellular data:__ Search __Accessing Mobile Network Settings__ in your phone’s interactive tutorials for step-by-step help.
4. __Reset your network settings:__ Resetting your network settings just clears your cellular and Wi-Fi network settings, including saved networks, Wi-Fi passwords, VPN and APN settings. Don’t worry, your personal data will be safe. Search __Network__ in your phone’s interactive tutorials for step-by-step help.
5. __Make sure your APN is sp.koodo.com__. Resetting your network settings will set your APN to its original values.

### Wi-Fi troubleshooting
Don’t want to use your phone’s data? You can always use Wi-Fi to connect to the internet.

If you’re having trouble connecting to Wi-Fi, try these tips:

1. __Restart your phone:__ Believe it or not, this simple step could do the trick! Search Restart in your phone’s interactive tutorials for step-by-step help.
2. __Update your phone’s software:__ If new software update is available, this can sometimes help fix Wi-Fi challenges. Search Update in your phone’s interactive tutorials for step-by-step help. __FYI:__ Just to be safe, back up all your photos, videos and data before updating your software. Sometimes updating errors can lead to losing personal data. Search Back up in your phone’s interactive tutorials for step-by-step help.
3. __Make sure your Wi-Fi is enabled:__ Search Connecting to Wi-Fi in your phone’s interactive tutorials for step-by-step help.

### Configuring your tablet

If you have brought your own tablet to Koodo with one of our bring your own tablet plans you can follow the above steps if you're having trouble connecting. If you have an iPad that you wish to set up with one of our bring your own tablet plans, you will need to manually configure its APN settings to connect to the internet. Here's how: 

1. Insert a __Koodo SIM card__ into an unlocked iPad, or Koodo/Telus iPad
2. Tap __Settings__
3. Tap __Cellular Data__
4. Tap __Cellular Data Options__
5. Tap __APN Settings__ 
6. Change __APN__ to __sp.koodo.com__ 


I can't connect to the internet! Annoying right? Check out Koodo's tips to fix it and get you back online in no time. 

My phone won’t connect to the internet

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

| Province     | Monthly tax for e911 services     |
| ---------- | ---------- |
| Québec       | $0.54       |
| Alberta       | $0.95       |
| Saskatchewan	       | $2.14        |
| New Brunswick       | $0.97       |
| Nova Scotia       | $0.43         |
| Prince Edward Island         | $0.70       |
| Newfoundland       | $0.75       |
| Northwest Territories    | $3.00       |
| Ontario | No charge
| British Columbia         | No charge       |
| Manitoba         | 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__
Monthly payments for Koodo Prepaid customers in select provinces show a government-mandated 911 tax. This tax supports local 911 emergency services. The tax amount varies by province and is set by provincial governments.

__Key points to remember:__

- The 911 tax is in addition to your plan cost
- There is no 911 tax in British Columbia, Ontario, or Manitoba
- Tax amounts range from $0.43 to $3.00 per month, depending on the province, as shown in the chart above

__For voucher customers:__

If you typically top up your account using a voucher, please remember to add this tax amount to ensure sufficient funds for your plan and the 911 tax.

Examples:

- If you're in Alberta and have a $30 monthly plan, you must top up your account with a minimum of $30.95.
- If you’re in Alberta and have a $250 360-day plan, you must top up your account with a minimum of $261.40 ($250 + $11.40 for the 911 tax for 12 months)

__Frequently Asked Questions__

__1. What is this tax and why is it added to my monthly payment?__

This is a government-mandated 911 tax required by provincial governments to support emergency 911 operations. All Canadian wireless providers are required to remit this tax.<br><br>

__2. Who receives the tax collected?__

Koodo Prepaid remits the required amounts to provincial government agencies to facilitate emergency 911 services. This is a mandatory tax required by provincial governments, not Koodo Prepaid.
<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.<br><br>

## __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.<br><br>

## 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, T911, and Emergency Services

The 3G network will be shutting down in Manitoba on December 31, 2025, with the exception of Winnipeg and Brandon, which will be shutting down on March 31, 2026.

<div class="collapsible">
  <div class="t-heading-h3"> What does this mean for me?  </div>
</div>
<div class="content">

If you’re using a 3G device, your phone will stop working after these dates. To stay connected to the network, you’ll need a new device.

If you’re using a VoLTE-capable device but don’t have the setting enabled, you’ll need to enable VoLTE to stay connected.

Check out the detailed instructions below to learn more.  
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Why is the 3G network being shut down?  </div>
</div>
<div class="content">

The 3G network is being retired by multiple Canadian carriers as part of a planned network evolution to support newer, more advanced wireless technologies. 
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> When is the 3G network being shut down? </div>
</div>
<div class="content">

This shutdown is happening in two phases across Manitoba:

1. Rural Manitoba (areas outside of Winnipeg and Brandon) on December 31, 2025

2. Urban Manitoba (Winnipeg and Brandon) on March 31, 2026
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How will I know if I'm in an urban or rural area? </div>
</div>
<div class="content">

__Urban:__

![Urban No Legend PNG English](//images.ctfassets.net/8cecwr1x4jkf/Wc0fte238KtqPwDiCUfxU/e3343037062707fac793040f4830002b/Manitoba_Urban_3G_No_Legend.png)

__Rural:__

![Rural No Legend PNG English](//images.ctfassets.net/8cecwr1x4jkf/2bzGKkdHlQPKPr8VKUYVWX/8b19a9f54ab128225cf72f1470ae438b/Manitoba_Rural_3G_No_Legend.png)

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What is VoLTE? </div>
</div>
<div class="content">  

Voice over LTE (VoLTE) is the technology that enables voice calls over the 4G LTE network. With a VoLTE-capable device, you'll enjoy clearer calls and faster connection times.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What is a VoLTE-capable Device?  </div>
</div>
<div class="content">  

VoLTE lets you make calls on the 4G LTE network.
Your phone needs VoLTE to work in Manitoba after the 3G network goes away. 

Good news! If you bought your phone in the last few years, it probably has VoLTE. You might just need to turn it on in your settings.

Want to keep talking and texting? Turn on VoLTE by following these simple steps: https://www.koodomobile.com/en/help/volte
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How will I know if my device is 3G or VoLTE capable?  </div>
</div>
<div class="content">  

Our device compatibility checker can confirm that for you: 
www.telus.com/volte
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What do I need to do to keep my phone working?  </div>
</div>
<div class="content"> 

__If you’re using a 3G device:__ Your phone will stop working if it only uses 3G. You'll need to get a newer phone to stay connected. Don't worry - we have some great plans and phones to help make the switch easier!

__If you’re using a VoLTE capable device:__ You may experience a loss of connection if VoLTE isn't turned on. To stay connected, just follow these simple steps to turn on VoLTE in your settings: https://www.koodomobile.com/en/help/volte
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Where can I get help?  </div>
</div>
<div class="content">   

Need a new phone? We have lots to choose from, including some that cost $0 upfront with $0 monthly payments on the Tab.

Visit a [Koodo store](https://www.koodomobile.com/en/find-nearest-store) or log into [Self Serve](http://koodo.com/selfserve) to see your offers.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Why isn’t my device compatible?  </div>
</div>
<div class="content"> 

Some older devices can't connect to the 4G LTE, 5G, or 5G+ networks. If you've confirmed your device isn't compatible, please visit a Koodo store to explore upgrade options. You may be eligible for special upgrade offers.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What should I do to prepare?  </div>
</div>
<div class="content">   

1. Check your device’s compatibility
2. Save all your important stuff (like photos and contacts)
3. Visit a Koodo store - we're happy to chat about your options
4. If you need to upgrade, plan ahead before the 3G network goes away
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What are the benefits of upgrading?  </div>
</div>
<div class="content">  

Upgrading to a newer device may give you access to:

- Faster data speeds
- Better call quality through VoLTE
- Enhanced network reliability
- Access to 5G, where available
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Can I keep my current plan if I upgrade?  </div>
</div>
<div class="content">    

__If you have a VoLTE capable device or purchase a VoLTE capable device outright:__ You might be able to keep your existing rate plan.

__If you need a new device:__ You won’t be able to keep your existing rate plan. To make this transition easier, check out our plan and device offers when switching to a compatible device.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What are my options as a Koodo Prepaid customer?  </div>
</div>
<div class="content">     

__If you’re using a 3G device:__ You’ll need to upgrade to a VoLTE-capable device. To make this transition easier, check out our special device and postpaid plan offers. 

__Need help switching to a new phone?__ Let's chat! Visit a [Koodo store](https://www.koodomobile.com/en/find-nearest-store), call us at 1-866-995-6636, or chat with us at [Koodo.com/chat](https://www.koodomobile.com/en/help?autobots=rollout) to discuss your options and stay connected. 

__If you’re using a VoLTE-capable device:__ Your phone might stop working after December 31st, 2025 if VoLTE isn't turned on. To stay connected, just follow these simple steps to turn on VoLTE in your settings: https://www.telus.com/en/support/article/how-to-use-volte
  </div>

What you need to know about the Manitoba 3G network shutdown 

<div class="collapsible">
  <h3> What is Extended Network Coverage? </h3>
</div>
<div class="content">

Extended Network Coverage is designed to give you cell service in certain spots across Canada where there is no Koodo network coverage, by __connecting you to a partner’s network.__ 

If you’re entering an area with Extended Network coverage, your phone will connect to the partner’s network (this typically takes a few seconds) so you can continue to use your data, text, and voice services without additional charges. There are some limitations to the features and services available on the Extended Network. For more info, check out the __Eligibility and limitations__ section below.

When connected to our Extended Network, your device network identifier (typically displayed on the top left or right corner of your screen, not displayed on all devices) will show our partner carrier instead of “Koodo.”

Extended Network Coverage will be provided in the following locations: 
- Highway 14 BC (Sooke to Port Renfrew)

  </div>

<div class="collapsible">
  <h3> Eligibility and limitations of Extended Network Coverage </h3>
</div>
<div class="content">

To be eligible for Extended Network Coverage, you must be on a __Koodo postpaid or Koodo prepaid mobility plan__ and may need to have __data roaming enabled__ on your mobile device.

There are certain limitations that will apply when you connect to Extended Network Coverage:

- VoLTE and 5G networks are not accessible at this time. Your phone will connect only to the __LTE network for data__ and to the __3G network for voice.__ 

- You'll notice a change in your voicemail experience:
  - If you have regular voicemail, you’ll need to enter your voicemail passcode when retrieving your messages
  - If you have Visual Voicemail, it’ll continue to work the same as on the Koodo network
- You might not be able to dial and use the following short code numbers:
  - 211: Community Information
  - 311: Non-Emergency Municipal Government
  - 411: Directory Assistance
  - 511: Weather & Traveller Information
  - 711: Access to Message Relay Service (MRS)
  - 811: Non-Urgent Health Teletriage Service
  - Other short code numbers starting with the pound sign (#)
  - Other short code number based on text (e.g. CAA)

- Calling long distance
  - You’ll need to use the following dialing pattern to call long distance: 1+ area code + phone number in order to connect

__Heads up!__ Our Extended Network Coverage is meant for those occasional times when you're in a tight spot. To keep things smooth, keep most of your monthly action (data, texts, and calls) on the Koodo network. If you find yourself mainly on the Extended Network, we might have to tweak your access to it moving forward.

Geographical coverage areas might change at any time without notice. Please note that Koodo is not responsible for any loss suffered as a result of any disruptions or outages to Extended Coverage or as a result of any changes to areas where Extended Coverage is available. 

  </div>

<div class="collapsible">
  <h3> Setting up your device to use Extended Network Coverage </h3>
</div>
<div class="content">

Once you enter an Extended Network Coverage area, your device will automatically connect and you’ll be able to send and receive voice calls and text messages. To use data, you might need to make sure Data Roaming is turned on in your device settings.

To enable data roaming on your device, follow the device-specific instructions below.

__iOS (Apple) devices:__
- Select __Settings__
- Select __Cellular__
- Select __Cellular Data Options__
- Toggle Data Roaming __ON__. It will appear green when data roaming is enabled

__Android devices:__
- Select __Settings__
- Select __Network and Internet__
- Select __Mobile Network__
- Toggle __ON__ Roaming - Connect to data services when roaming

__BlackBerry 10 devices:__

- Select __Settings__
- Select __Network Connections__
- Select __Mobile Networks__<br><br>

## If you have an eSIM:<br><br>

__iOS (Apple) devices:__

- Select __Settings__
- Select __Cellular__
- Under __SIMs__, select your Koodo phone number
- Toggle Data Roaming __ON__. It’ll appear green when data roaming is enabled

__Android devices:__

- Select __Settings__
- Select __Network and Internet__
- Select __eSIM Koodo__
- Toggle __ON__ Roaming - Connect to data services when roaming 

  </div>

<div class="collapsible">
  <h3> Experience when connecting to / disconnecting from an Extended Network Coverage </h3>
</div>
<div class="content">

__When entering an Extended Network Coverage area:__

Your device will disconnect from the Koodo network and reconnect to our partner’s network, which will typically take a few seconds.

- If you’re on a call, your call will be disconnected and you’ll need to call back. 
- If you’re using data (e.g. browsing the Internet or watching a video), your data session will disconnect. You might have to refresh the webpage you were visiting. 

Your __device network identifier__ (typically displayed on the top left or right corner of your screen, not displayed on all devices) will show our partner carrier instead of “Koodo,” meaning you’re now connected to our Extended Network Coverage. If you’re using an Android device, your device might also display a small “R,” indicating that you’re roaming, but there won’t be any additional fee for you to use this service within Canada.

Some features and services may not be available while on the Extended Network (See the “Extended Network Eligibility” dropdown above).<br><br>

__When exiting an Extended Network Coverage area:__

Your device will automatically reconnect to the Koodo network within a few seconds after you re-enter the Koodo network coverage area. 
- Once a call is established in an Extended Network Coverage area, it will continue without interruption until the call is completed. 
- Once a data session is established (e.g. browsing the Internet or watching a video), your session will stay connected until it's ended (e.g. you close your Internet browser). 

Your device network identifier will return to “Koodo” meaning you’re now back on the Koodo network.

  </div>

<div class="collapsible">
  <h3> Will I be charged for using Extended Network Coverage? </h3>
</div>
<div class="content">

There are no additional charges specific to using Extended Network Coverage. All your usage while connected to Extended Network Coverage will be billed according to your current rate plan, including any airtime and long-distance rates included in your rate plan or add-ons. 

  </div>

How to enable Extended Network Coverage on your device

At Koodo, the choice is yours – even when it comes to speed. There are two speed experiences you can choose in our rate plans, based on your needs and budget: __3G and 4G__.

All Koodo plans run on reliable and award-winning 5G and 4G LTE networks. We offer the below data speeds that you can choose from. 3G speeds may reach up to 3 Mbps download speed, and 4G speeds may reach up to 100 Mbps download speed. Existing customers on 5G plans may reach up to 250 Mbps download speed, and 5G speed may reach up to 250 Mbps download speed.

The 5G network is the ‘fifth generation’ of cellular network technology (or mobile internet) that has increased speeds, reliability, and capacity, giving you a better browsing experience. If you are on a 3G speed or 4G speed plan, you may see the 5G logo on your phone, that is normal. You’re getting the reliability of the 5G network at the speed (and price) of your 3G/4G speed plan.

Network speeds vary with location, signal, environmental conditions, Internet traffic, network management, customer device and customer rate plan. Access to the 5G network requires a compatible device and rate plan. Coverage areas are approximate. Actual coverage, network services and technology can vary and are subject to change.

__Note:__ 3G speed plans are also compatible with optional add-ons like VoLTE, Wi-fi Calling, Easy Roam, Call Control, and data top-ups.

*Speed and signal strength may vary with your device, configuration, Internet traffic, environmental conditions, applicable network management, and other factors.*

## FAQs

__1. What is 5G?__

The 5G network is the ‘fifth generation’ of cellular network technology (or mobile internet) that has increased speeds, reliability, and capacity, giving you a better browsing experience. <br><br>

__2. How can I get 5G network access?__

To access the 5G network, existing customers on a [5G speed plan](https://www.koodomobile.com/en/rate-plans?INTCMP=KMNew_NavMenu_Shop_Plans) must be using a 5G enabled device, and be in an area that has 5G network coverage. Check out our [coverage map](http://koodomobile.com/en/network) to learn more. <br><br>

__3. Why can’t I choose a 5G plan on the rate plan page?__

Koodo currently does not have any 5G plans available for New Customers, but has many 4G plan offerings available that reach download speeds of up to 100 Mbps. Existing customers on 5G legacy plans will continue to enjoy 5G speeds of up to 250 Mbps unless they change their rate plan. <br><br>

__4. How do I know if I have 5G network access?__

If you are an existing customer using a 5G enabled device on a 5G speed plan, in an area that has access to 5G network coverage, then you will see the 5G icon on the top right corner of your screen.

If you are on a 3G speed or 4G speed plan, you may see the 5G logo on your phone. You’re getting the reliability of the 5G network at the speed (and price) of your 3G/4G speed plan.<br><br>

__5. What’s the difference between 5G speed plans and 4G speed plans?__

Existing customers on plans with 5G speeds may reach download speeds of up to 250 Mbps, while plans with 4G speed may reach download speeds of up to 100 Mbps, no matter what network you are connected to or the network logo you see on your device. Network speeds vary with location, signal, environmental conditions, Internet traffic, network management, customer device and customer rate plan. Access to the 5G network requires a compatible device and rate plan.

A plan with 5G speeds does not guarantee access to the 5G network. 5G network access requires a compatible device and connection to Koodo’s 5G network, where available. However, even with a 4G capable device and a connection to the 4G LTE network, you can still get a plan with 5G speeds.<br><br>

__6. Why has my data/internet connection slowed down?__

Mobile data throttling (slowed data connection as a result of being pushed down to a lower speed) occurs when you’ve used up the data on your account. Note that if you are an existing customer with the Unlimited Data perk on your account, it allows you to use as much data as you like while in Canada and never be charged data overages.  

However, 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](https://www.koodomobile.com/en/help/koodos-network-traffic-management-policies).


 Speed experience in rate plans

If you can’t send or receive calls or text messages, check out our tips below for help.

There might be a quick fix if your phone has no service or isn’t able to send or receive calls and text messages. Try these troubleshooting tips:

- __Turn off airplane mode:__ Make sure airplane mode is turned off. This setting temporarily turns off your network service so you can’t send or receive calls or text messages. 
- Make sure you haven’t set your phone to __Do Not Disturb__. 
- __Remove your SIM card:__ This is an easy one. Make sure your phone is off before removing and reinserting its SIM card. 
- __Reset your network settings:__ Resetting your network settings clears your cellular and Wi-Fi network settings, including saved networks, Wi-Fi passwords, VPN and APN settings. Don’t worry, your personal data will be safe. 
- __Restart your phone:__ Believe it or not, this simple step could do the trick!

Need extra help? See our [interactive tutorials](https://www.koodomobile.com/help/article-categories/phone-troubleshooting "interactive tutorials") for easy-to-follow visuals.

If your issue is still unresolved after following these steps, you might need advanced [help from a rep](https://www.koodomobile.com/en/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs). You can book a callback using [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout), send us a private message through [Facebook](https://www.facebook.com/Koodo), or ask the [Koodo Community](https://community.koodomobile.com/).

<br><br>
__Related help pages:__

- [Koodo's network coverage](https://www.koodomobile.com/en/help/koodos-network-coverage)
- [Compare our coverage](http://koodomobile.com/en/network)

Can't make calls or recieve texts? Click here to find out what to do if you're not getting any network service. 

I’m not getting any network service

__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>

9-8-8 service is now live in Canada

Find all the essential contacts you need, from medical emergencies to roadside assistance, right here in the Koodo network and the applicable charges you may incur. Stay connected and informed with our curated directory.

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  <h3> Canada-wide special numbers </h3>
</div>
<div class="content">

The following is a list of special and emergency numbers in the Koodo network. By Canadian convention, a * prefix indicates an airtime-free or toll-free number.

- 611 or *611 (Koodo Mobility Client Care): Free
- #123 (Koodo Pay & Talk Automated Assistant): Free
- #TAXI (#8294 ): $2.50 per call + airtime
- 911 (Emergency Services): Free
- 411 Directory Assistance routing to the local telephone service centre: Standard airtime charges, plus $3.50 per call (call completion is not available). Directory Assistance will send the 411 listing to your phone via text message at no additional charge. Roaming airtime charges apply in US (not covered by roaming passes)
- 511 Travel Information: Free in Canada. Roaming airtime charges apply in US (not covered by roaming passes)
- 711 Telephone Devices for the Deaf Service, routing to the Wireless Relay Service: Standard airtime charges; no long distance
- 0+ Operator or credit card dialing: Airtime only
- *CAA (*222) Canadian Automobile Association: Free
- *16 Canadian Coast Guard: Free
- *666 CANUTEC (report toxic spills): Free (not available in all provinces)
- *282 Canadian Tire Auto Club: Free
- *DAA (*322) Dominion Auto Association: Free

  </div>

<div class="collapsible">
  <h3> Ontario special numbers </h3>
</div>
<div class="content">

__GTA__

- *98 FM98 Traffic Call: Free
- *680 AM680 Traffic Call: Free

__Toronto__

- *687 Toronto Police: Free

__Ontario__

- *677 Ontario Provincial Police: Free

  </div>

<div class="collapsible">
  <h3> British Columbia special numbers </h3>
</div>
<div class="content">

*TV4BC (*88422) Television for British Columbia (BC only): Free 

  </div>

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  <h3> Quebec special numbers </h3>
</div>
<div class="content">

*4141 Sûreté du Québec: Free

These numbers are airtime-free but might not be toll-free.

  </div>

<br><br>

__Related help pages:__

- [E911, T911, and Emergency Services](https://www.koodomobile.com/en/help/e911-and-t911) 
- [9-8-8 service is now live in Canada](https://www.koodomobile.com/en/help/9-8-8-service-canada)


Special service numbers for mobile phones

Koodo customers now have mobile coverage in select areas of the TTC subway system. 

## Where on the TTC will I have a mobile network connection?

__Line 1 – in the following stations and connecting tunnels:__

- St. George
- Museum
- Queen’s Park
- St. Patrick
- Osgoode
- St. Andrew
- Union
- King
- Queen
- Dundas
- College
- Wellesley
- Bloor-Yonge

__Line 1 – in the following stations:__

- Spadina
- Dupont

__Line 2 – in the following stations and connecting tunnels:__

- St. George
- Bay
- Bloor-Yonge

__Line 2 – in the following stations:__

- Keele
- Dundas West
- Lansdowne
- Dufferin
- Ossington
- Christie
- Bathurst
- Spadina
- Sherbourne
- Castle Frank

## What will the mobile connection experience look like on the TTC?

Your mobile device will automatically work when you’re in areas of the TTC subway and tunnels that are connected to our network. You’ll be able to talk, text, and browse as you normally would in other areas.<br><br>

## When will network coverage in other stations be available?

We’re working hard on expanding the network so all riders can connect and access mobile services everywhere across the TTC.

This page will be updated as our network team continues to connect more stations and tunnels across the TTC.

Got a Q? We have the A.

Need more help?