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

VoLTE is the next step in wireless calling and it comes with some awesome benefits. Koodo customers with a compatible phone will be able to make and receive calls over the fast Koodo LTE network instead of the HSPA network. With VoLTE you’ll get:

- Simultaneous use of voice and LTE data
- Awesome sound quality when calling another VoLTE-enabled device
- Faster call set-up time
- More innovative solutions: Customers will have access to next generation services

### What’s different?

Previously, data was carried over LTE when you weren't on a voice call. If you were on a voice call, then your data was transmitted using the slower 3G speeds. Now, with VoLTE, your data will be carried over LTE even when you’re on a voice call.

### How do I use VoLTE?

Making and receiving VoLTE calls is simple. All you'll need is to:

- Use a VoLTE-compatible phone (most devices sold by Koodo after 2018 are VoLTE-capable)
- Be in a VoLTE-enabled coverage area. See our full coverage list [here](https://choosehappy.koodomobile.com/network "here.")

Most Koodo customers with phones that are VoLTE-enabled will be able to use VoLTE automatically, as long as their phones are up-to-date with the latest software and they’re in VoLTE-capable coverage areas. All calls will be carried over to the Koodo LTE network.

### Where is VoLTE available? 

VoLTE services are currently available nationally, except for the province of Saskatchewan.

VoLTE E911 is available in all VoLTE-enabled areas. In areas where VoLTE E911 is not available, customers are still able to make standard 911 calls.

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How to activate LTE / VOLTE on your mobile device </div>
</div>
<div class="content">

__Note:__ Some new devices and software versions may not have a VoLTE setting. In these cases, VoLTE will be enabled by default if LTE is selected.

## On an Apple device:

To enable LTE on an iPhone or an iPad running iOS 13 or newer:
1.	Go to __Settings__
2.	Select __Cellular__
3.	Select __Cellular data options__
4.	Select __Voice & Data__
5.	Select __LTE, VoLTE on__

iPhone users with iOS 12 or older releases can enable VoLTE through __Settings > Cellular > Cellular Data Options > Enable LTE > Voice & Data__.<br><br>

## On an Android device:

On Android, the settings vary slightly between models and between operating systems. Below are the most common settings found to enable LTE. 

__Tip:__ If you're viewing this page on your mobile phone, rotate your phone screen/turn on auto-rotate to see the full table.

| OEM        | Model      | OS version    | Path                                                                                                                 |
|------------|------------|---------------|----------------------------------------------------------------------------------------------------------------------|
| BlackBerry | KEY2 LE    | Android 8.1.0 | __Settings__ > __Network & internet__ > __Cellular networks__ > __Preferred network type__ > Select __LTE/WCDMA/GSM__ > Switch on __VoLTE__                   |
| Google     | Pixel 4    | Android 10    | __Settings__ > __Network & internet__ > __Mobile network__, Switch on __VoLTE__> __Preferred network type__ > Select __LTE__ (recommended) > Switch on __VoLTE__ |
| Huawei     | P30        | Android 10    | __Settings__ > __Mobile network__ > __Mobile data__, Switch on __VoLTE Calls__ >  __Preferred network mode__ > Select __LTE/WCDMA/GSM auto__ > Switch on __VoLTE__|
| LG         | G8X ThinQ  | Android 9.0   | __Settings__ > __Network & internet__ > __Mobile networks__ > __Network mode__ > Select __GSM/WCDMA/LTE auto__ > Switch on __VoLTE__                      |
| Moto       | G7 Play    | Android 9.0   | __Settings__ > __Network & internet__ > __Mobile network__ > __Advanced__ > __Preferred network type__ > Select __LTE__ (recommended) > Switch on __VoLTE__     |
| Samsung    | Galaxy A71 | Android 10    | __Settings__ > __Connections__ > __Mobile networks__, Switch on __VoLTE Calls__ > __Network mode__ > Select __LTE/WCDMA/GSM (auto connect)__ > Switch on __VoLTE__|

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> FAQ </div>
</div>
<div class="content">

__Do I have to pay more for using VoLTE?__
No. All your voice usage will be billed according to your Koodo plan, so you won't be using any of your monthly data allowance.

__Note:__ VoLTE E911 is available in all VoLTE-enabled areas. In areas where VoLTE and E911 are not available, customers can still make standard 911 calls.

__Does VoLTE use up my data?__
No. VoLTE voice calls will be treated as regular voice calls and will not affect your data usage.

__Can I roam with VoLTE?__
Select phones (please see the 'Which devices support VoLTE' section below) with the latest software installed will be able to place and receive calls over the LTE network instead of the HSPA network while roaming in the U.S. If there isn’t any VoLTE coverage, or if customers don't have a VoLTE-enabled device, customers will continue roaming on the 4G (HSPA) network. VoLTE roaming rates will be the same as current HSPA roaming rates.

### Changes with VoLTE roaming
●	Calls shown on bills may be listed in Universal Coordinated Time (UTC), as opposed to local time<br>
●	Calls shown on bills will have the location listed (i.e. USA instead of a specific city or state)<br>
●	Some location-based short-codes might not work.<br>
●	911 calls while roaming will not show up on your bill.<br>

  </div>

  <div class="collapsible">
  <div class="t-heading-h3"> Which devices support VoLTE?  </div>
</div>
<div class="content">

### Will my phone work on the Koodo/TELUS VoLTE network?

All new phones sold by Koodo/TELUS in 2018 or later and most sold in Canada will work on the TELUS VoLTE network. If you aren’t sure how old your phone is or didn’t buy it from TELUS you can verify in the list below.

Depending on the phone model you will have to check the model number or the IMEI to verify if your device is compatible with TELUS’ VoLTE network.

You can find this information in __Settings > About Phone__ on Android phones.

### Supported VoLTE phones

All phone models supported:

- Apple iPhone 6, 6 Plus, and newer
- Apple iPhone SE 1st generation and newer
- Google Pixel 3, 3 XL, and newer

### VoLTE support for specified phone model number
You can find your phone's model number in __Settings > About Phone__.

| Model                          | Supported model number |
|--------------------------------|------------------------|
| Huawei Mate 20 Pro             | LYA-L0C                |
| Huawei P30                     | ELE-L04                |
| Huawei P30 lite                | MAR-LX3A               |
| Huawei P30 Pro                 | VOG-L04                |
| Huawei P40                     | ANA-LX4                |
| Huawei P40 Pro                 | ELS-N04                |
| LG G6                          | LG-H873                |
| LG G7 One                      | LM-Q910UM              |
| LG G7 ThinQ                    | LM-G710AWM             |
| LG G8X                         | LM-G850UM              |
| LG K20                         | LM-X120WM              |
| LG K30                         | LM-X320WM              |
| LG K31                         | LM-K300WM              |
| LG K41S                        | LM-K410WM              |
| LG K61                         | LM-Q630UM              |
| LG K9                          | LM-X210WM              |
| LG Q Stylo+                    | LM-Q710WA              |
| LG Q6                          | LG-M703                |
| LG Q60                         | LM-X525WA              |
| LG Q70                         | LM-Q620WA              |
| LG Stylo 3 Plus                | LG-M470                |
| LG V30                         | LG-H933                |
| LG V60 ThinQ 5G                | LM-V600TM              |
| LG Velvet                      | LM-G900UM              |
| LG X Power 2                   | LG-M320G               |
| LG X Power 3                   | LM-X510WM              |
| LG X K32                       | LM-K200QM              |
| Samsung G71 XCoverPro          | SM-G715W               |
| Samsung Galaxy A03s            | SM-A037W 
| Samsung Galaxy A10e            | SM-A102W               |
| Samsung Galaxy A11             | SM-A115W               |
| Samsung Galaxy A12             | SM-A125W               |
| Samsung Galaxy A13 5G          | SM-A136W               |
| Samsung Galaxy A20             | SM-A205W               |
| Samsung Galaxy A21             | SM-A215W               |
| Samsung Galaxy A50             | SM-A505W               |
| Samsung Galaxy A51             | SM-A515W               |
| Samsung Galaxy A52             | SM-A526W               |
| Samsung Galaxy A53 5G          | SM-A536W               |
| Samsung Galaxy A70             | SM-A705W               |
| Samsung Galaxy A71             | SM-A715W               |
| Samsung Galaxy Note 10         | SM-N970W               |
| Samsung Galaxy Note 10+        | SM-N975W               |
| Samsung Galaxy Note 8          | SM-N950W               |
| Samsung Galaxy Note 9          | SM-N960W               |
| Samsung Galaxy Note20 5G       | SM-N981W               |
| Samsung Galaxy Note20 Ultra 5G | SM-N986W               |
| Samsung Galaxy S10             | SM-G973W               |
| Samsung Galaxy S10+            | SM-G975W               |
| Samsung Galaxy S10e            | SM-G970W               |
| Samsung Galaxy S20 5G          | SM-G981W               |
| Samsung Galaxy S20 FE 5G       | SM-G781W               |
| Samsung Galaxy S20 Ultra 5G    | SM-G988W               |
| Samsung Galaxy S20+ 5G         | SM-G986W               |
| Samsung Galaxy S21 5G          | SM-G991W               |
| Samsung Galaxy S21+ 5G         | SM-G996W               |
| Samsung Galaxy S21 FE 5G       | SM-G990W               |
| Samsung Galaxy S21 Ultra 5G    | SM-G998W               |
| Samsung Galaxy S22 5G          | SM-S901W               |
| Samsung Galaxy S22 Ultra 5G    | SM-S908W               |
| Samsung Galaxy S22+ 5G         | SM-S906W               |
| Samsung Galaxy S23             | SM-S911W               |
| Samsung Galaxy S23+            | SM-S916W               |
| Samsung Galaxy S23 Ultra       | SM-S918W               |
| Samsung Galaxy S8+             | SM-G955W               |
| Samsung Galaxy S9              | SM-G960W               |
| Samsung Galaxy S9+             | SM-G965W               |
| Samsung Galaxy XCover6 Pro     | SM-G736W               |
| Samsung Galaxy Z Flip          | SM-F700WDS             |
| Samsung Galaxy Z Flip 5G       | SM-F707W               |
| Samsung Galaxy Z Flip3 5G      | SM-F711W               |
| Samsung Galaxy Z Flip4 5G      | SM-F721W               |
| Samsung Galaxy Z Flip5         | SM-F731W               |
| Samsung Galaxy Z Fold2 5G      | SM-F916W               |
| Samsung Galaxy Z Fold3 5G      | SM-F926W               |
| Samsung Galaxy Z Fold4 5G      | SM-F936W               |
| Samsung Galaxy Z Fold5         | SM-F946W               |
| Samsung Galaxy S21 5G          | SM-G991W               |
| Samsung Galaxy S21+ 5G         | SM-G996W               |
| Samsung Galaxy S21 Ultra 5G    | SM-G998W               |
| Samsung Galaxy S21 FE 5G       | SM-G990W               |
| Samsung Galaxy A32 5G          | SM-A326W               |
| Samsung Galaxy A52 5G          | SM-A526W               |

### VoLTE support for listed IMEI range
Your IMEI can be found in __Settings > About Phone__.

| Model                   | Supported IMEI (first 8 digits) |
|-------------------------|---------------------------------|
| Alcatel Go Flip 3       | 1563500                         |
| Alcatel 1B              | 1611400                         |
| Coolpad Snap            | 86302904, 86821204              |
| LG G5                   | 35774307                        |
| Motorola Edge+          | 35912410                        |
| Motorola Moto E         | 35163611                        |
| Motorola Moto E6        | 35218110, 35219410              |
| Motorola Moto G 5G (2022) (XT2213-3) | 35603762, 35657463, 35769070, 35845126, 35946390|
| Motorola Moto G Fast    | 35910910                        |
| Motorola Moto G Power (2021)    | 35351138, 35689211, 35689311, 35689611, 35779561, 35689111|
| Moto G Power (2022)     | 35708173, 35743758, 35852182, 35102474|
| Motorola Moto G7 Play   | 35951509                        |
| Moto g stylus 5G (2022) (XT2215-4)   | 35147546, 35448232, 35745962, 35795282|
| Motorola One Hyper      | 35722610                        |
| Motorola One Vision     | 35217110                        |
| Motorola One 5G Ace     | 35557211                        |
| Motorola Razr           | 35722010                        |
| Motorola G Pure         | 35057768, 35230480, 35556617, 35790251, 35991496                       |
| RIM BlackBerry Motion   | 1498900                         |
| Samsung Galaxy A5       | 35522708, 35607009              |
| Samsung Galaxy A8       | 35406109                        |
| Samsung Galaxy J3 Top   | 35222710, 35922909              |
| Samsung Galaxy XCover 4 | 35781708                        |
| Samsung J3 Prime        | 35180909, 35240909              |
| Sonim XP10              | 01618600                        |
| TCL 10L                 | 1565800                         |
| TCL 10Pro               | 1562600                         |
| TCL 20s                 | 1588800                         |
| TCL 20Pro 5G            | 1592000                         |
| TCL 30 5G               | 01619700                        |
| TCL 30 XE 5G            | 01619800                        |
| TCL 303                 | 01630400                        |
| TCL Flip (4058E)        | 01618200                        |
| TCT Mobile One          | 1522100                         |
| ZTE Blade A3L           | 86881504                        |
| ZTE Cymbal 2            | 86274104                        |
| ZTE Blade A3 Plus (Z3353CA) | 86881504                    |
| ZTE Blade A7P           | 86003205                        |
| ZTE MF723 (WF723CA)     | 86815303                        |

  </div>
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VoLTE or Voice over LTE is the next step in calling. Find out more about VoLTE with Koodo here. 

Calling features

Managing mobile services

Mobility

Data

Upgrading

Pick Your Perk Plans

Koodo Wireless Home Phone

Canada-wide plans

Postpaid province-wide calling

Text and picture messaging

Long distance

Account access

Lost or stolen phone

VoLTE (Voice over LTE)

<div class="warningBox">
Due to a high volume of Canada Post deliveries, you may experience shipping delays for P.O. boxes and rural route addresses.
</div>

Need a [new phone](https://www.koodomobile.com/en/phones)? Why wait when you can get a new phone anytime? Just keep in mind that you’ll need to pay off any outstanding Tab balance and Tab Bonus balance in order to do so. You can either follow these steps to upgrade your phone online, or head to a [Koodo location near you](https://www.koodomobile.com/find-nearest-store?INTCMP=KMNew_FooterLINK_Stores_Stores "Koodo location near you"): 

1. Log into [Self Serve](https://identity.koodomobile.com/as/authorization.oauth2?pc=true&client_id=unifiedss_koodo&response_type=code&scope=priceplaninfo+securitymgmt+usagedetails+profilemanagement+invoiceinfo+usagemanagement+accountactivity+subscriberinfo+paymentmanagement+accountinfo+usagepreferencemanagement+usageblockmanagement+profileinfohighdetail+devicemanagement+serviceeligibility+loyaltyandrewards+usagemeter+customerinfo+accountmanagement+paymentprocessing+ciiLogin+ordermgmt+phonenumbermgmt&redirect_uri=https%3A%2F%2Fwww.koodomobile.com%2Fmy-account%2Foauth_callback "Self Serve")

2. Click on __Shop__ and select either __Phones__ or __Plans__ from the dropdown menu

3. Choose a phone and add it to your cart.

4. Choose a plan and add it to your cart.

5. You'll need to pay the shipping fee before going forward. If you have a Tab/Tab Bonus, it'll appear on your next bill.

6. Complete your purchase by entering your payment details at checkout.

  And you're done! Your shiny new phone will arrive in 5 - 10 business days.

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

## How do I add an additional line with Koodo?

1. Log into Self Serve.

2. From the “Shop” dropdown menu at the top, pick Phones or Bring Your Own Phone and click Add a new line to Account.

3. Add either the phone or the SIM card to your cart and enter your promo code in the “Promo code” entry field. (Some don’t have validation codes, but if you received one, enter it now.)

4. Follow the rest of the steps to proceed to the Checkout. Once you see a screen with your confirmation number, you’re all done - sit back and wait for your new phone and/or SIM to arrive!

__Note:__ New customers can add a line right now in store, or simply wait 45 days to be able to add a line through Self Serve. 

<br>Visit a Koodo store near you or [contact us](https://www.koodomobile.com/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs "contact us") if you have any questions.

To learn more about your new phone through our interactive phone tutorials, click [here](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting).

<div class="help-banner">
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      "style": {
        "color": "#016B6A"
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    "subText": {
      "size": "medium",
      "text": " Consider switching to TELUS.",
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    "subText": {
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  "button": {
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</div>

<br><br>
__Related help pages:__

- [Setup](https://www.koodomobile.com/setup?INTCMP=KMLanguageSelector_en_Selected_052021)
- [Ordering online](https://www.koodomobile.com/en/help/ordering-online)
- [Transferring your number to Koodo](https://www.koodomobile.com/en/help/moving-your-number-koodo)
- [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)

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Want to know about upgrading your phone with Koodo? Find out more here. 

Self Serve

Upgrading your phone

If you’re having trouble with data on your non-Koodo phone, you might need to configure your network settings for Koodo. The steps below may not be exactly the same on your phone, but they should help you to get started.

<div class="collapsible">
  <div class="t-heading-h3"> Activate data on your Android phone  </div>
</div>
<div class="content">

How to set up and activate data on your Android phone

### Change your APN settings

1. On your phone, go to the APN settings menu. If you have trouble finding it, search for "APN settings" or consult your phone’s user guide.

2. To add new APN Settings (the wording in your menu may vary slightly):
- Select __Mobile networks__, __Cellular networks__, or a similar option
- Select __Access Point Names__
- Select __New APN__, the __+__ icon, or __Add__

3. Enter the details exactly as listed below. Errors may prevent the service from working.

__Tip:__ If you're viewing this page on your mobile phone, rotate your phone screen/turn on auto-rotate to see the full table.

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<table class="tg">
<thead>
  <tr>
    <th class="tg-0pky">Field</th>
    <th class="tg-0pky">Entry</th>
    <th class="tg-0pky">Details</th>
  </tr>
</thead>
<tbody>
  <tr>
    <td class="tg-0pky">Name</td>
    <td class="tg-0pky">Koodo</td>
    <td class="tg-0pky">The name is only the description of the APN and doesn’t impact the settings on your phone. For convenience, enter Koodo.</td>
  </tr>
  <tr>
    <td class="tg-0pky">APN</td>
    <td class="tg-0pky">sp.koodo.com</td>
    <td class="tg-0pky">Access Point Name: Without this entry, data and picture messaging will not work.</td>
  </tr>
  <tr>
    <td class="tg-0pky">MMSC</td>
    <td class="tg-0pky">http://aliasredirect.net/proxy/koodo/mmsc</td>
    <td class="tg-0pky">MMSC settings allow the handset to send and download picture and video messages (MMS). Some incoming MMS will still be displayed without these settings; however, it will be impossible to send any MMS without them.</td>
  </tr>
  <tr>
    <td class="tg-0pky">MMS Proxy</td>
    <td class="tg-0pky">mmscproxy.mobility.ca</td>
    <td class="tg-0pky">As above.</td>
  </tr>
  <tr>
    <td class="tg-0pky">MMS Port</td>
    <td class="tg-0pky">8799</td>
    <td class="tg-0pky">As above.</td>
  </tr>
  <tr>
    <td class="tg-0pky">MCC</td>
    <td class="tg-0pky">302</td>
    <td class="tg-0pky">Mobile Country Code: A unique identifier for the mobile phone operator/carrier.</td>
  </tr>
  <tr>
    <td class="tg-0pky">MNC</td>
    <td class="tg-0pky">220</td>
    <td class="tg-0pky">Mobile Network Code: Another unique identifier.</td>
  </tr>
  <tr>
    <td class="tg-0pky">APN type</td>
    <td class="tg-0pky">Default,supl,mms<br>Note: This entry is set as the default and should not need to be modified</td>
    <td class="tg-0pky">Note: Do not leave any spaces when entering default,supl,mms for services used on APN. When an application accesses the network, it provides an APN type when it requests access for data. If default,supl,mms is not an option, choose the internet&amp;MMS; option from list.</td>
  </tr>
</tbody>
</table>

4. Save if needed<br>
__Note:__ Some devices will save APN settings automatically. Others require you to save by clicking __More__ or __Menu__  or following a prompt. Consult your phone’s user guide if you have trouble finding the settings.
5. To make sure that your settings are working, turn off Wi-Fi and access the internet using your cellular network. If it doesn’t work, turn the phone off for a few seconds, then turn it back on.  For new APN settings to start working, it is often necessary to reboot the phone.

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Activate data on your Apple phone  </div>
</div>
<div class="content">

### Setting up data on your iPhone? 
Don’t forget to back up your phone!
- Back up your iPhone (using iCloud or iTunes). Go to Settings > iCloud > Storage & Backup.
- Insert your new Koodo SIM card.
- Set up your phone as a new iPhone, or restore it from iCloud or iTunes.

To learn more about how to back up and restore your phone, check out the [Apple website](https://support.apple.com/en-ca/HT203977).

### How to set up and activate data on your Apple phone

Turn on your iPhone and follow the Setup Assistant, which will walk you through the setup process, including connecting to a Wi-Fi network, signing in or creating an Apple ID, setting up iCloud, turning on recommended features such as Location Services and Find My iPhone, and activating iPhone.

You can also restore your phone from an iCloud or iTunes backup during setup. 

To set up your Apple device via iTunes:

1. Ensure that the latest iTunes is installed on your computer
2. Connect your iPhone to your computer using either the USB cable that came in the box or a compatible cable
3. iTunes will start automatically and will prompt you to install an update to the carrier settings
4. Select __Update Settings__
5. iTunes will install data, SMS, and Voice services onto your smartphone
6. Navigate to __Settings > General > About__. Ensure that __Carrier__ is listed as __KOODO__

Learn more about setting up an [iPhone](http://apple.com/support/iphone/).

__Note:__ Koodo is unable to provide technical phone support for non-Koodo phones. After unlocking  your phone, your warranty might become invalid.

Older iPhone devices (with iOS 8 or older versions) need to be configured manually. Please enter the following details:

1. Under __Settings__, select __Cellular__
2. Select __Cellular Data Network__
3. Set APN settings to __sp.koodo.com__

  </div>
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If you're having a hard time setting up data on your non-Koodo phone, follow these handy tips!

Setting up data on your non-Koodo phone

We understand that some things must come to an end. Before you unsubscribe, we have a friendly reminder that there are plenty of great offers available for you in Self Serve! Go to the __Change my plan__ section in Self Serve to [see if there’s a plan](https://www.koodomobile.com/selfserve)  that’s perfect for you. You can also schedule a callback with [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to discuss available offers or to get answers to your other burning questions!

If you’ve explored Self Serve and chatted with our digital rep but simply couldn’t be wooed by our enticing offers, as you head out please keep in mind that:

1. You'll need to pay any outstanding bills and charges to your account.

2. If your Tab balance has not been paid off and/or you still have a remaining Tab Bonus balance, you’ll be charged the remaining Tab and/or Tab Bonus balance (subject to any applicable adjustments) on your next bill. You can log into Self Serve to find your remaining Tab and Tab Bonus balances.

3. If you're planning to move your number to another provider, you'll need to keep your Koodo account open until this process has been completed, so you don’t lose your number.

4. You'll be able to access your Self Serve for 90 days after cancellation. After 90 days, you won't be able to access your account, and you'll need to contact us in order to complete a payment.

If you'd like more information about cancelling your Koodo services, please schedule a callback through __[Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout)__. If you're out of the country and/or unable to schedule a callback, please send us a private message on [Facebook](https://www.facebook.com/Koodo).<br><br> 

<div class="collapsible">
 <div class="t-heading-h3"> Transferring your number to another provider (porting out)? </div>
</div>
<div class="content">

We’re sad to see you go, but we won’t leave you high and dry. Before you leave, here’s some important information to keep in mind:

1. There’s no need to call us to cancel; once your new service provider has completed your number transfer (port-out), your Koodo line will automatically be cancelled.

2. You’ll receive a final bill from Koodo in your Self Serve account as well as an email confirming your cancellation.

3. __Receiving a credit after cancelling your Koodo services:__ If you have a credit balance on a cancelled account, no payment is required. Refunds for any amount above $5 for unused days will be automatically processed within seven days from the first bill after cancellation. The refund will be issued to the payment method on file. For any other payment method, including Visa Debit, a cheque will be mailed to you.

__Heads up!__ You might notice an interruption in some services for up to __4 hours__ after a mobile number transfer and for up to __2 days__ after a landline number transfer. This entails possibly receiving some of your services (SMS, texts, calls, etc.) on your Koodo SIM card and some on your new service provider’s SIM card until the transfer is complete. 

If you continue to experience interrupted service past these allotted times, please contact your new service provider for assistance. 

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Transferring your number to TELUS? </div>
</div>
<div class="content">

Koodo customers can access 5G service, Canada-US plans, family discounts, and more great benefits with TELUS. 

If you have a Tab and/or Tab Bonus balance with Koodo, you can use [Tab carryover](https://www.koodomobile.com/en/help/carrying-your-tab-from-koodo-to-telus) to convert those balances to TELUS Easy Payment and Device Discount balances and continue making monthly payments towards your device with TELUS.

- You can move your service to TELUS and carry over your Tab at any TELUS or Koodo store, authorized dealer, retailer, or over the phone with our sales and support teams. In some cases, a credit check may be required to activate your new TELUS service.

- You must complete at least 90 days of your current Tab agreement before being able to transfer balances to TELUS. 

- Your plan on TELUS must maintain the same minimum monthly rate plan spend that was required for your Tab with Koodo.

- To carry your Tab balance to TELUS, both TELUS and Koodo account holders must approve: 

  - If you're not the holder of the Koodo account, please ensure that the Koodo account holder or an authorized user is available to approve the transaction. 

  - If you're creating a new account with TELUS, you'll be the account holder. If you're adding a line to an existing TELUS account, the holder of that account must approve the new line.
    </div>

<div class="collapsible">
 <div class="t-heading-h3"> Need help cancelling a line for a customer who is deceased? </div>
</div>
<div class="content">

You’ll have 3 options:

- Complete a transfer of ownership

- Cancel the subscriber(s) line

- Cancel the account on behalf of the deceased customer

Please schedule a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and a rep will help you with your preferred option. You'll be required to provide the account PIN or be asked to validate three pieces of information we have on file: Date of birth, Driver’s license, last 3 digits of the SIN, last 4 digits of the credit card.

  </div>
<div class="collapsible">
  <div class="t-heading-h3"> FAQ </div>
</div>
<div class="content">

__Where can I [return](https://www.koodomobile.com/en/help/returning-or-exchanging-your-koodo-phone?search_api_views_article_search_fulltext=returning) equipment?__

- __In-store purchases__: You can return your Koodo phone within 15 days of purchase. Just take it back to the shop/retailer in near-new condition and with the original packaging.
- __Online purchases__: If you bought the phone online, you can return your device within 30 days of purchase. You'll need to get in touch with our Web Store team first. You can do so by scheduling a callback through [Koodo Assist](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support).

  </div>
 <br><br>

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<br><br>

__Related help pages:__
- [Your Koodo bill after you cancel](https://www.koodomobile.com/en/help/your-koodo-bill-after-you-cancel)
- [Reporting your lost or stolen phone](https://www.koodomobile.com/en/help/reporting-your-lost-or-stolen-phone)
- [Lost or stolen Prepaid phone](https://www.koodomobile.com/en/help/lost-or-stolen-prepaid-phone)
- [Seasonal Hold plan](https://www.koodomobile.com/en/help/keeping-your-account-open-when-travelling)
- [Setting up pre-authorized payments](https://staging.www.koodomobile.com/en/help/setting-pre-authorized-payments)
- [Charges explained](https://www.koodomobile.com/en/help/charges-explained)
- [TELUS IP Relay](https://www.koodomobile.com/en/help/IP-Relay?search_api_views_article_search_fulltext=ip%20relay)

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Before cancelling your account, there are a few things you need to know. Check them out here. 

Things to know about cancelling your Koodo services

We know that managing international long-distance calls can be confusing, so we're here to help. This page breaks down everything you need to know about our pay-per-use rates and how you can save with our Long Distance Saver or other add-ons for frequent callers. You'll also find tips for avoiding long-distance fees, like blocking outgoing international calls, and for what qualifies as long-distance.

<div class="collapsible">
  <div class="t-heading-h3"> International Long distance calling - Pay-per-use rates </div>
</div>
<div class="content">

Now it’s even easier to make international calls with Koodo. For as low as $0.80/min², you can call internationally any time and you no longer need an add-on³. Plus, you can call directly to international landlines and mobile phones for the same price.

__Find the per-minute rate for your long distance calls__
 <div id="payperuse_without_roaming"> </div>

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Add our Long Distance Saver for even better rates </div>
</div>
<div class="content">

For just $7/month, the __International Long Distance Saver add-on__, which you can add to your account in [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), lets you chat for as low as $0.05/min. All long distance calls use anytime minutes.

Choose a country from the "Calling to:" dropdown menu below to see the discounted international long-distance calling rates for calls made from Canada.

__International Long Distance Saver__

__$7/month__

<div id="payperuse_with_roaming"> </div>

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> International Long Distance Add-ons </div>
</div>
<div class="content">

For select countries, you can enjoy worry-free long-distance service from within Canada by adding an International Long Distance add-on to any of our plans, which you can add to your account in [Self Serve](http://koodo.com/selfserve). No need for calling cards! All long-distance calls use anytime minutes.

You might have received a 1000 min LD add-on that includes various countries. Please check the 'My add-ons' section in Self Serve for the list of included countries.

Get long distance service from within Canada to select countries:<br><br>

- 1000min International LD Add-on (CHN, HK, IND, UK, BD, MEX): __$5/month__

  Enjoy 1000 minutes of long-distance calling to China, Hong Kong, India, UK, Bangladesh, and Mexico from within Canada.<br><br>

- U.S. Unlimited Minutes: __$15/month__

  Get unlimited long-distance minutes for your calls from within Canada to the U.S. See our FAQs at the bottom of this page for restrictions.<br><br>

- China & Hong Kong Unlimited Minutes: __$15/month__ (Macau is not included.)

  Get unlimited long-distance minutes for your calls from within Canada to Hong Kong.<br><br>

- India 1000 Minutes: __$10/month__

  Get 1000 long-distance minutes for your calls from within Canada to India. Anytime minutes apply. When 1000 minutes are exceeded, an additional long-distance rate of 2¢/min applies. <br><br>

To add one of these long-distance add-ons to your monthly plan, follow these steps:

1. Log in to [Self Serve](https://www.koodomobile.com/selfserve)
2. From the __Self Serve__ drop-down menu, select __Mobile services__
3. Select __Manage add-ons__
4. Under __International Long Distance Saver__, select __Add to plan__
5. Review your add-ons and click __Submit__, then follow the prompts to check out.

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Block outgoing international long distance calls </div>
</div>
<div class="content">

Don't want to make international long distance calls? 

1. Log in to __Self Serve__
2. From the __Self Serve__ drop-down menu, select __Mobile services__
3. Select __Manage add-ons__
4. Click the __x__ to the left of the Pay-Per-Use Intl Long Distance add-on in the expandable box titled __Your current add-on(s).__

__Heads up:__ This doesn’t block calls to the U.S. or the Caribbean.

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What’s considered long distance and what’s not? </div>
</div>
<div class="content">

### For outgoing calls

When you make a call from your Koodo phone under a Canada-wide plan, your physical location doesn't matter. You can make a call to any number within Canada from anywhere in Canada, and it's considered a local call. The only time it's a long-distance call is if you're dialing a number that's __outside of Canada.__

### For incoming calls

When you receive a call on your Koodo phone with a Canada-wide plan, it doesn't matter where you are or where the call is coming from. __All calls received while you’re in Canada__ are considered local calls. 

__Note:__ For more details about using your Koodo phone outside of Canada, please visit our [Easy Roam](https://www.koodomobile.com/en/help/easy-roam) page.

[Learn more about long distance rates on Koodo prepaid.](https://www.koodomobile.com/help/long-distance-travel-and-roaming-prepaid "Learn more about long distance rates on Koodo prepaid")

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> FAQ </div>
</div>
<div class="content">

__How do I dial a long-distance/international number?__

 There are 2 ways to make an international call: 
- Access code: 011-Country Code-Phone Number
- Plus dialing (Long press 0 to dial +): +Country Code-Phone number

So, for example, a call to Hong Kong would be 011-852-Phone number or +852-Phone number <br><br>

__How can I block outgoing calls to the U.S?__

There’s no option to block outgoing calls to the U.S, but if you dial a U.S. number in the 10-digit format, i.e. (3-digit area code) 123-4567, you'll hear an announcement that long-distance charges will be applied.<br><br>

__Will I get long-distance charges if I receive international calls through WhatsApp?__

No, long-distance charges are not applicable to WhatsApp, because these calls are handled like data.<br><br>

__How can I check how many long-distance minutes I’ve used?__

To view your long-distance airtime usage, you can log in to Self Serve. 

1. From the __Self Serve__ dropdown menu, select __Usage__.  
2. Under __Airtime__, select __View details__. 
3. From the __Show__ dropdown menu, select __Long distance__. <br><br>

__Which USA area codes are not included in the $15 plan?__

The following area codes will no longer be included in the Unlimited U.S. Calling add-on and will be billed at the standard pay-per-use rate:

- 712-432 (Lake Park, Iowa)
- 605-562 (Oglala, South Dakota)
- 605-475 (Redfield, South Dakota)
- 712-775 (Carroll, Iowa)
- 559-726 (Sanger, California)
- 530-881 (Verdi, California)

U.S. calling is set at 80 cents per minute without a calling package. With the long-distance saver feature, this is dropped to 5 cents per minute. There are also other calling features and packages that include varying amounts of coverage to call the U.S. <br><br>

__Do I need to inform you if I move within my province? Will it affect my bill?__ 

If you have a local calling only plan then yes; however, most of the plans we offer include nationwide calling, in which case moving within the province does not impact long-distance rates. <br><br>

__If I’m abroad and I receive a call from Canada but my voicemail answers, will I be charged?__

No, you’re only billed for SMS, data, and voice minutes used. If you receive a call but let it go to voicemail, you won’t incur a charge. __Note:__ If you check your voicemail when you're outside of Canada, you’ll have roaming charges on your bill. <br><br>

__At which times of the day can I make long-distance calls within Canada without incurring extra costs?__

If your plan is a Canada-wide unlimited plan, you get unlimited calling anywhere in Canada 24/7. <br><br>

__Will I be charged for receiving an incoming international call?__

No, it is the caller that is charged. <br><br>

__Which category does the call fall under, if you call from another country (for example, a European country) to Canada or to another European country?__

Calls made from European countries to Canada or abroad are applied at the international rates. <br><br>

__If I buy the unlimited US long-distance plan and the person I’m calling is traveling abroad, will there be other fees for me?__

Your call will be free, because we bill based on the US number you dialed. The person that you called may incur other charges when traveling abroad, which will not affect billing of your call. <br><br>

__I have a Canada-wide plan at no charge. Can I call a Canadian snowbird in the US at no charge?__  

Your call will be free, because we bill based on the Canadian number you dialed. Your Canadian snowbird friend may incur other charges when traveling to the US, which will not affect the billing of your call. <br><br>

__What’s the difference between Long Distance and Roaming?__

__Long Distance:__ This term is all about the __destination__ of your call. When you're in Canada and __you dial a number that's outside of Canada__, that's considered a long-distance call.

__Roaming:__ This term is all about __your location__ when you're making or receiving a call. Roaming comes into play when __you are physically outside of Canada__, regardless of where you're calling to or receiving a call from.

  </div>

---

1. The airtime required to connect your calls is drawn from your anytime minutes.  If you exceed your anytime minutes, an overage rate of $0.60/min applies.
2. Calls to satellite phones are charged per the satellite provider rates and are not based on the country the call terminates.
3. Calls must originate from within Canada. Anytime minutes apply. The airtime required to connect your calls is drawn from your anytime minutes. If you exceed your anytime minutes, the overage rate will be $0.60/min plus the per-minute rate for the country you’re calling (Long Distance Saver rates if you have the add-on, Pay-per-use rates otherwise). 

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Near, far, wherever the people you're calling are... You can find all about long distance calling with Koodo right here. 

Long distance calling

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 up to three times 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>

Making changes to your Koodo rate plan won't impact your Tab balance, as long as the rate plan meets the Tab eligibility requirements.<br><br>

__Enhance your plan with additional features__ 

To see which add-ons are available to you, follow the steps below:

1. Log in to Self Serve.

2. Select the “Self Serve” dropdown menu at the top of the screen, and go to __Mobile services.__

3. Under the phone number to which you'd like to add extra features, select __Manage add-ons.__

4. Check out the amazing add-ons available to you! 

<div id="faq" class="collapsible">
  <div class="t-heading-h3"> FAQ </div>
</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.<br><br>

__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.<br><br>

__3. Does changing my rate plan impact my phone number, if I’m new to Koodo?__

Changing your rate plan has no impact on your current phone number. If you’re a new Koodo customer and need to port your number to Koodo, please go to Koodo Assist to get help from our digital rep. 

  </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)

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

Help_Landing_ChangingYourRatePlan_ToArticle_Static_Link_May2023

Changing your mobility rate plan

### 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">
  <div class="t-heading-h3"> What can I do with a Pick Your Perk Plan? </div>
</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 27 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, 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. Available only to existing customers on 5G speed plans. For more info, check out Koodo’s Network Traffic Management Policy at koodo.com/NTMP.1 
- __5G Speed Boost:__ Double your 5G speed limit with up to 500 Mbps download speed. Available only to existing customers on 5G speed plans.

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Where and how will the perks appear? Who can access them? </div>
</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">
  <div class="t-heading-h3"> Pick Your Perk FAQs </div>
</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">
  <div class="t-heading-h3"> Rollover Data & Unlimited Data FAQs </div>
</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.

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Koodo’s Pick Your Perk Plans

Losing your phone is a total bummer. Good thing is you can suspend your service right away to prevent the bad guys from using it. 

## Please go to [Koodo Assist](https://www.koodomobile.com/en/help/?autobots=rollout&intent=suspend) to report your lost or stolen phone.<br><br> 

### __A few things__

- You’ll continue to be charged monthly fees and will still be responsible for paying your bill.

- You’ll continue to pay your Tab Charge, which will reduce your Tab balance, and your Tab Bonus balance will continue to go down automatically each month even while your phone is suspended.

- You can’t change your plan, add or remove features, pay off your Tab, or [carry over your Tab to TELUS](https://www.koodomobile.com/en/help/carrying-your-tab-from-koodo-to-telus) when your account is suspended.

- You won’t be able to perform a SIM change online. For help with this, schedule a callback through Koodo Assist.<br><br>

### __Reactivating your phone service__

Found your phone or got a new one? Hooray! You can [restore your service](https://www.koodomobile.com/en/help/?autobots=rollout&intent=restore). <br><br>

### __A few things__

- You can purchase a replacement Koodo SIM at [TELUS.com](https://www.telus.com/en/mobility/accessories/product/koodo-tri-sim). Your Koodo SIM will be shipped in an estimated 3-5 business days by letter mail without tracking. If you’d like to get your SIM sooner, please visit a Koodo store during business hours. Once you receive your SIM, please log in to your Koodo account to transfer your phone number onto the new SIM.

- It might take up to 15 minutes for your restored phone to start working again.

- Please turn your phone off then on again for the changes to take effect.<br><br>

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

__1. How can I blacklist a phone instead of deactivating it?__

If you'd like to blacklist your phone, 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.<br><br>

__2. How can I find my lost or stolen phone?__

If your phone was lost or stolen, it's possible to find its approximate location by using its GPS functionality. Apple and Android both offer users a device location service by default. Choose one of the links below:

- Apple [Find Devices](https://www.icloud.com/find/)
- Google [Find My Device](https://support.google.com/android/answer/6160491?hl=en)

  </div>


If your Koodo phone was lost or stolen, you should report it right away. Here's how to do it. 

Reporting your lost or stolen phone

If you’re an existing customer looking to upgrade to a new phone on the Tab** and you like the rate plan that you have, your current plan might be eligible for a renewal on certain Tabs. Eligibilities may change.

Check out the chart below to see the rate plan options available to you. Remember to always check back on __Self Serve__ to see if there are any exclusive offers waiting for you.

__Tip:__ If you're viewing this page on your mobile phone, rotate your phone screen/turn on auto-rotate to see the full table.

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<table class="tg">
  <tr>
    <th class="tg-nrix" colspan="3"><span style="font-weight:bold">Nationwide</span></th>
  </tr>
  <tr>
    <td class="tg-nrix"><span style="font-weight:700">Tab size selected for upgrade</span></td>
    <td class="tg-nrix"><span style="font-weight:700">If my current plan is…</span></td>
    <td class="tg-nrix"><span style="font-weight:700">Then, in most cases, I…</span></td>
  </tr>
  <tr>
    <td class="tg-nrix">No Tab</td>
    <td class="tg-nrix"> - </td>
    <td class="tg-nrix">Can keep my current plan</td>
  </tr>
  <tr>
    <td class="tg-nrix" rowspan="2">Tab Basic</td>
    <td class="tg-nrix">Lower than $39*/month</td>
    <td class="tg-nrix">Need to change to a current <br><a href="https://www.koodomobile.com/rate-plans?INTCMP=KMNew_NavMenu_Shop_Plans">Tab Basic Plan</a></td>
  </tr>
  <tr>
    <td class="tg-baqh">$39*/month or higher</td>
    <td class="tg-baqh">Can keep my current plan</td>
  </tr>
  <tr>
    <td class="tg-baqh" rowspan="2">Tab Mid/Plus</td>
    <td class="tg-baqh">Lower than $39*/month</td>
    <td class="tg-baqh">Need to change to a current <br><a href="https://www.koodomobile.com/rate-plans?INTCMP=KMNew_NavMenu_Shop_Plans">Tab Mid/Plus Plan</a></td>
  </tr>
  <tr>
    <td class="tg-baqh">$39*/month or higher</td>
    <td class="tg-baqh">Can keep my current plan</td>
 </tr>
 </table>

When making the choice to either keep or change your plan when you upgrade, please carefully review the features that are included in your current plan and in the new plan - to make sure you’re Choosing Happy!

### Changing your plan
Current plan not working for you? No worries. [Check out our other rate plans](https://www.koodomobile.com/rate-plans?INTCMP=KMNew_BodyMenu_Shop_Plans "Check out our other rate plans") to find a better fit. Our rate plans vary based on your Tab type and region.

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

__Heads up!__ Some plans may still be unavailable despite meeting the threshold.

---
** Subject to account credit status.   
&ast; Not including add-ons or monthly Tab charge.

<br><br>
__Related help pages:__

- [Upgrading your phone](https://www.koodomobile.com/en/help/upgrading-your-phone)
- [Changing your rate plan](https://www.koodomobile.com/en/help/changing-your-rate-plan)
- [The Tab and your monthly bill](https://www.koodomobile.com/en/help/tab-and-your-monthly-bill)
- [Redeeming your Koodo promo code](https://www.koodomobile.com/en/help/redeeming-your-koodo-promo-code)
- [Viewing and downloading your Customer Service Agreements (CSA)](https://www.koodomobile.com/en/help/viewing-and-downloading-your-customer-service-agreements-csa) 

Thinking about upgrading your phone with Koodo? Find out about keeping or changing your plan when you upgrade.

Keeping or changing your plan when you upgrade your phone

### What is Wireless Public Alerting / Alert Ready?

[Alert Ready](https://www.alertready.ca/ "Alert Ready") is a service designated to deliver critical, potentially lifesaving alert messages to Canadians.

The system was developed in partnership with federal, provincial, and territorial emergency management officials, Pelmorex Corp, the broadcast industry, and wireless service providers, including Koodo, to ensure you receive emergency alerts immediately and know when to take action to keep you and your family safe.  

Beginning April 6, 2018, Koodo and all Canadian wireless service providers will be required to broadcast emergency alerts received from alerting authorities directly to consumers’ [WPA compatible wireless devices](https://www.koodomobile.com/help/wireless-public-alerting-compatible-devices "WPA compatible wireless devices") using Cell Broadcasting distribution.

Wireless service providers will only receive and broadcast alerts that are issued for __threat to life situations.__

Emergency alerts intended for wireless devices are issued to a defined geographic area, which can be as small as a few city blocks, so that only people in the defined area receive the emergency alerts. The defined area is selected by the alerting authorities. [Compatible wireless devices](https://www.koodomobile.com/help/wireless-public-alerting-compatible-devices "Compatible wireless devices") in the targeted area, including devices that are roaming, will receive the emergency alerts within seconds of alert issuance, provided the devices are powered on and connected to the LTE cellular network. If you're travelling outside of Canada to a country that has a functional wireless alerting service, you may receive alerts issued to the geographic location you're in.

You __can't opt out__ of receiving threat-to-life emergency alerts.<br><br>

### What do wireless public alerts look like?

While the alerts may look like text messages, they're not text messages and are not billed like text messages, nor do they count towards data usage. Emergency alerts begin with a distinct sound, known as the Canadian Alert Attention Signal, and may also cause the device to vibrate.

On compatible wireless devices, the emergency alert will display an __EMERGENCY ALERT/ALERTE D’URGENCE__ banner with information describing the situation and instructions on what actions to take and where to learn more. At the top of each emergency alert, the issuing government agency will be clearly indicated.

As a general rule, emergency alerts will only be issued once. In the event that the issuing government has an update to the original alert, you'll receive updated alert messages.

__Note:__ On November 20, 2024, you'll receive a test alert that allows the government to ensure the system is working as expected. The test alert text will clearly indicate that it's a __test alert.__

If you're a person with a sight or hearing disability, alternate formats of emergency alert can be issued. Emergency alerts may be read to the recipient, if their device supports this accessibility feature, and the vibration feature that accompanies emergency alerts sent to wireless devices will help make hearing-impaired persons aware of alerts. For more information on accessibility features, contact your device manufacturer.

For more information, take a look at these [frequently asked questions](https://www.koodomobile.com/help/alert-ready-frequently-asked-questions "frequently asked questions").

Alert Ready sends emergency alerts to your phone. Find out more about Wireless Public Alerting here.

Alert Ready / Wireless Public Alerting (WPA) 

Redeem up to 6 months free of Apple TV+ and Apple Arcade! Learn more about your eligibility, the terms and conditions, how you can redeem this offer, and more!

<div class="collapsible">
  <h3> Redeem 6 months free of Apple TV+ and Apple Arcade </h3>
</div>
<div class="content">

To receive a 6-month free trial of Apple TV+ and Apple Arcade, you must meet the eligibility criteria stated below and redeem the offer as outlined in “Koodo Exclusive Extended Trial” and “Apple Promo Offer.” 

The trial provided via the “Koodo Exclusive Extended Trial” and “Apple Promo Offer” are stackable. If you’re eligible for both offers, your trial will total 6 months free of both Apple TV+ and Apple Arcade.

You may redeem “Koodo Exclusive Extended Trial” and “Apple Promo Offer” simultaneously and in any order you wish. We highly recommend redeeming “Koodo Exclusive Extended Trial” and “Apple Promo Offer” as soon as they’re available to you. Both the “Koodo Exclusive Extended Trial” and “Apple Promo Offer” expire and are available for a limited time. 

__Heads up!__ If you don’t redeem the offer within the expiry window, you won’t receive the option for a free trial.
  </div>

<div class="collapsible">
  <h3> Koodo-Exclusive Extended Trial: Redeem 3 months free of Apple TV+ and Apple Arcade through Koodo SMS/Text Message </h3>
</div>
<div class="content">

When you purchase __any__ iPhone or iPad at Koodo, you’ll be eligible to receive a 3-month free trial of Apple TV+ and Apple Arcade. An SMS with unique URLs will be sent to the primary phone number on your account within 30 days of purchase. You’ll receive two URLs: 

- __First URL__: will be required to redeem 3 months free of Apple TV+
- __Second URL:__ will be required to redeem 3 months free of Apple Arcade

Only one Koodo Exclusive Extended Trial can be redeemed per customer. This means that once you have used your Koodo Exclusive Extended Trial code, you will not be able to redeem any other Koodo Exclusive Extended Trial codes you may receive for other purchases of iPhones and/or iPads.

Redemption requires an Apple ID with a payment method on file. You may cancel at any time. 

__Heads up!__ After the applicable promotion period, Apple TV+ and Apple Arcade will automatically renew for CAD $5.99/month __each__ until canceled. For __Quebec__ customers, Apple TV+ and Apple Arcade __will not__ automatically renew after the applicable promotion period. 

  </div>

<div class="collapsible">
  <h3> Apple Promo Offer: Redeem 3 months free of Apple TV+ and Apple Arcade through iPhone apps </h3>
</div>
<div class="content">

When you purchase a __new__ iPhone or iPad at Koodo, you may be eligible to receive a 3-month free trial of Apple TV+ and Apple Arcade. If eligible, you can find this offer located within your __new__ iPhone:

- __Apple TV+:__ the Apple TV app and/or your Settings app.
- __Apple Arcade:__ open the App Store, then tap or click Apple Arcade.

Terms & conditions for receiving a 3-month free trial of Apple TV+ and Apple Arcade include:

__Apple TV+__

- Only one offer per family, regardless of number of devices purchased. You can share your Apple TV+ subscription with up to 5 other family members via Family Sharing.
- The 3-month free Apple TV+ offer is not available if you or your family have previously accepted the Apple TV+ one-year free offer.
- Offer cannot be combined with Apple One.
- Make sure your device is running the latest iOS, iPadOS, tvOS, or macOS.
- Offer must be claimed in the Apple TV app or Settings App within 3 months after first setting up your new device. To see the offer appear, you’ll need to sign in with your Apple ID on your new device.

__Apple Arcade__

- Only one offer per family, regardless of number of devices purchased. You can share your Apple Arcade subscription with up to 5 other family members via Family Sharing.
- The 3-month free Apple Arcade offer is not available if you or your family have previously accepted the Apple Arcade 3-month free offer.
- Offer cannot be combined with Apple One.
- Make sure your device is running the latest iOS, iPadOS, tvOS, or macOS.
- Offer must be claimed by clicking on Apple Arcade in the App Store within 3 months after first setting up your new device. To see the offer appear, you’ll need to sign in with your Apple ID on your new device.

Only one Apple Promo Offer can be redeemed per customer. This means that once you have used your Apple Promo Offer, you will not be able to redeem any other Apple Promo Offers you may receive for other purchases of iPhones and/or iPads.

Redemption requires an Apple ID with a payment method on file. You may cancel at any time. 

__Heads up!__ After the applicable promotion period, Apple TV+ and Apple Arcade will automatically renew for CAD $5.99/month __each__ until canceled. For __Quebec__ customers, Apple TV+ and Apple Arcade __will not__ automatically renew after the applicable promotion period.

Learn more about offer [terms & conditions](https://www.apple.com/ca/promo/).

  </div>

<div class="collapsible">
  <h3> Terms & Conditions/Legal </h3>
</div>
<div class="content">

Offer expires March 31, 2022. Offer of up to 6 months free of Apple TV+ and Apple Arcade consists of a 3-month Apple TV+ and Apple Arcade offer provided by Apple (“Apple Promo Offer”) and a 3-month Apple TV+ and Apple Arcade offer provided exclusively by TELUS/Koodo (“TELUS/Koodo Exclusive Extended Trial”). Offer subject to change without notice. Apple Promo Offer only available for customers who have not previously redeemed a free Apple TV+ offer through Apple. Only one Apple Promo Offer can be redeemed per customer. The TELUS/Koodo Exclusive Extended Trial is offered exclusively by TELUS/Koodo and is available to any TELUS/Koodo customer upon purchase of an iPhone and/or iPad. Only one TELUS/Koodo Exclusive Extended Trial offer can be redeemed per customer. The TELUS/Koodo Exclusive Extended Trial can be combined with Apple Promo Offer (if customer is eligible to receive Apple Promo Offer) and used consecutively to receive 6 months free of Apple TV+ and Apple Arcade. To redeem the TELUS/Koodo Exclusive Extended Trial, an SMS with unique URLs will be sent to the primary phone number on your account within 30 days of purchase.  Unique URLs will expire on June 30th 2022. The code provided by TELUS/Koodo is a promotional code and is not for resale, has no cash value, and will not be replaced if lost or stolen.  Valid only for Apple TV+ and Apple Arcade in Canada. Requires Apple ID with payment method on file. Apple TV+ and Apple Arcade will automatically renew after the applicable promotion period for CAD $5.99/month and CAD $5.99/month until canceled. Apple TV+ and Apple Arcade will not automatically renew after the applicable promotion period for Quebec customers.

Additional Terms and Apple Privacy Policy apply; see the applicable terms for your country at [https://www.apple.com/legal/internet-services/itunes/](https://www.apple.com/legal/internet-services/itunes/). Must be 13+ years old and in Canada. Compatible products and services required. 

Apple TV+ is a registered trademark and Apple Arcade is a registered service mark of Apple Inc. Apple is not a sponsor of the TELUS/Koodo Exclusive Extended Trial.

  </div>

<div class="collapsible">
  <h3> More information on Apple TV+ and Apple Arcade </h3>
</div>
<div class="content">

To learn more about Apple TV+ and Apple Arcade, please visit the following sites:

- [Apple TV+](https://www.apple.com/ca/apple-tv-plus/)
- [Apple Arcade](https://www.apple.com/ca/apple-arcade/?itscg=10000&itsct=arc-0-apl_hp-lrn_tle-apl-ref-210820)

  </div>

Apple TV+ & Apple Arcade Trial

Apple TV+ and Apple Arcade - exclusive offer

Learn more about your voicemail services with Koodo here!

Voicemail

Only certain customers on an account have the authority to make changes to the account. This includes:

- Adding, moving or changing account features
- Adding, moving or changing a rate plan
- Cancelling an account
- Modifying the settings on an account
- Activating a line on an account
- Transferring ownership of an account ([TOWN](https://www.koodomobile.com/en/help/transfer-of-ownership-town))
- Having the capability to make international calls
- Requesting hardware upgrades and wireless migrations
- Resetting a password

__Note:__ Only an account owner can add lines, cancel an account, or do a TOWN.

It is possible for more than one person to have permission to make changes. Each additional person with authority to make changes on the account must be added by someone who already has authority - starting with the account owner. <br><br>

### __Why do you need authority to make changes on an account?__
Customers need authority to make changes on an account. This is so that only specific people can make any changes that would alter services or incur charges. This helps to make sure that there are no unexpected surprises on a monthly bill.<br><br>

### __How can I give authority to someone on my account?__

1. Log in to your [Self Serve](https://koodomobile.com/selfserve "Self Serve") account

- __To change the role for an account:__ Self Serve dropdown menu > My profile > Mobility > Account access > People and Permissions > Manage

- __To change the roles associated with data settings:__ Self Serve dropdown menu > My profile > Mobility > Data Settings > Notifications & blocks > Manage<br><br>

### __What can someone without authority do to make changes on an account?__
Customers without authority will need to speak to someone on the account with authority in order to make changes.<br><br>

__Related help pages:__
- [Giving manager access to users on your Self Serve account](https://www.koodomobile.com/en/help/giving-manager-access-to-users-on-your-self-serve-account)

Want to know who can do what on a Koodo account? Read about Permissions on an account here. 

Permissions

VoLTE (Voice over LTE) is available for Koodo Prepaid customers.

## What is VoLTE?
VoLTE is the next step in wireless calling and it comes with some awesome benefits. Koodo customers with a compatible phone will be able to __make and receive calls over our faster Koodo LTE network__ instead of the HSPA network. With VoLTE you’ll get:

- Simultaneous use of voice and LTE data
- Awesome sound quality when calling another VoLTE-enabled device
- Faster call set-up time
- More innovative solutions: Customers will have access to next generation services

## What’s different?

- Previously, data was carried over LTE when you weren't on a voice call. 
- If you were on a voice call, then your data was transmitted __using the slower 3G speeds__. 
- Now, with VoLTE, your data will be carried over LTE even when you’re on a voice call.

## Where is VoLTE available?
VoLTE services are currently available nationally, except for the province of Saskatchewan.

VoLTE E911 is available in all VoLTE-enabled areas. In areas where VoLTE E911 is not available, customers are still able to make standard 911 calls.

  <div class="collapsible">
  <h3> How do I activate and use VoLTE on my phone?  </h3>
</div>
<div class="content">

The following is required to enable VoLTE on your phone and make and receive VoLTE calls: 

1. __A VoLTE-certified phone__ *(most phones sold by Koodo after 2018 are VoLTE-capable within Canada and the US). Some device manufacturers have common device names but separate model numbers for different countries (with unique technical specifications or software). If you brought your own device to Koodo, please note that all model numbers may not be compatible with the Koodo VoLTE network.*

2. __The latest software version__ *(most new phones and latest software versions come with VoLTE settings that are turned ON by default. For more instructions on other Apple/Android devices and software please see below)*

3. __A phone restart__ 

4. __Being in a VoLTE-enabled coverage area__ *(see our full coverage [list](http://koodomobile.com/en/network))*

As long as you meet these requirements, you should be able to use VoLTE automatically. All calls will be carried over to the Koodo LTE network.

__Note:__ Select phones may work on VoLTE (within Canada) but not in the US (while roaming). 

  For a list of devices and model numbers that __support VoLTE on the Koodo network in Canada and while roaming__, please see the tables below. 

  For a list of phones that are supported by Koodo VoLTE network in Canada but __don’t support VoLTE roaming__, please see the “Which phones don’t support VoLTE roaming?” section below.<br><br>

## On an Apple device:

To enable LTE on an iPhone __running iOS 14.4 or older__:

1. Go to __Settings__
2. Select __Cellular__
3. Select __Cellular data options__
4. Select __Voice & Data__
5. Select __LTE, VoLTE on__

iPhone users with iOS 12 or older releases can enable VoLTE through __Settings > Cellular > Cellular Data Options > Enable LTE > Voice & Data__.<br><br>

## On an Android device:

The settings vary slightly between models and operating systems. Below are the most common settings found to enable LTE.

__Tip:__ If you're viewing this page on your mobile phone, rotate your phone screen/turn on auto-rotate to see the full table.

| OEM        | Model      | OS version    | Path                                                                                                                 |
|------------|------------|---------------|----------------------------------------------------------------------------------------------------------------------|
| BlackBerry | KEY2 LE    | Android 8.1.0 | __Settings__ > __Network & internet__ > __Cellular networks__ > __Preferred network type__ > Select __LTE/WCDMA/GSM__ > Switch on __VoLTE__                   |
| Google     | Pixel 4    | Android 10    | __Settings__ > __Network & internet__ > __Mobile network__, Switch on __VoLTE__> __Preferred network type__ > Select __LTE__ (recommended) > Switch on __VoLTE__ |
| Huawei     | P30        | Android 10    | __Settings__ > __Mobile network__ > __Mobile data__, Switch on __VoLTE Calls__ >  __Preferred network mode__ > Select __LTE/WCDMA/GSM auto__ > Switch on __VoLTE__|
| LG         | G8X ThinQ  | Android 9.0   | __Settings__ > __Network & internet__ > __Mobile networks__ > __Network mode__ > Select __GSM/WCDMA/LTE auto__ > Switch on __VoLTE__                      |
| Moto       | G7 Play    | Android 9.0   | __Settings__ > __Network & internet__ > __Mobile network__ > __Advanced__ > __Preferred network type__ > Select __LTE__ (recommended) > Switch on __VoLTE__     |
| Samsung    | Galaxy A71 | Android 10    | __Settings__ > __Connections__ > __Mobile networks__, Switch on __VoLTE Calls__ > __Network mode__ > Select __LTE/WCDMA/GSM (auto connect)__ > Switch on __VoLTE__|

  </div>

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

__1. Do I have to pay more for using VoLTE?__

No. All your voice usage will be billed according to your Koodo Prepaid plan, so you won't be using any of your monthly data allowance.

__Note:__ VoLTE E911 is available in all VoLTE-enabled areas. In areas where VoLTE and E911 are not available, customers can still make standard 911 calls.

__2. Will VoLTE use up my data?__

No. VoLTE voice calls will be treated as regular voice calls and will not affect your data usage.

__3. Can I roam with VoLTE?__

Phones that are VoLTE roaming-capable (please see the “Which phones don’t support VoLTE roaming?” section below) with the latest software installed will be able to place and receive calls over the LTE network instead of the HSPA network while roaming in the U.S. 

If there isn’t any VoLTE coverage, or if you don't have a VoLTE roaming-enabled device, you’ll continue roaming on the HSPA network. VoLTE roaming rates will be the same as current HSPA roaming rates.

__4. Can I use Koodo Prepaid U.S. Booster add-ons to roam in the U.S. with a 3G KPRE plan on VoLTE?__

Yes. US roaming Booster add-ons will work with both 3G and 4G KPRE plans on VoLTE.

__5. Why is VoLTE roaming important?__

United States carriers have turned down 3G/HSPA networks. As a result, customers using U.S. roaming add-ons will be impacted by differences in coverage or service quality (including 9-1-1 calls and location-based short codes). Customers may also experience changes to services such as welcome messages, voicemail notifications, usage notifications for voice, notifications when trying to make an international call as well as the ability to set up voicemail while in the U.S. This shutdown will not impact your service in Canada.

__6. Will my phone work on the Koodo VoLTE network?__

All new phones sold by Koodo in 2018 or later, and most sold in Canada, will work on the Koodo VoLTE network. Some device manufacturers have common device names but separate model numbers for different countries (with unique technical specifications or software). If you brought your own device to Koodo, please note that all model numbers may not be compatible with the Koodo VoLTE network.

On Android phones, you can find this information in __Settings > About Phone__

  </div>

  <div class="collapsible">
  <h3> Supported VoLTE phones  </h3>
</div>
<div class="content">

__All phone models supported:__

- Apple iPhone 6, 6 Plus, and newer
- Apple iPhone SE 1st generation and newer
- Google Pixel 3, 3 XL, and newer

__VoLTE support for specified phone model number__

You can find your phone's model number in __Settings > About Phone__.

| Model                          | Supported model number |
|--------------------------------|------------------------|
| Huawei Mate 20 Pro             | LYA-L0C                |
| Huawei P30                     | ELE-L04                |
| Huawei P30 lite                | MAR-LX3A               |
| Huawei P30 Pro                 | VOG-L04                |
| Huawei P40                     | ANA-LX4                |
| Huawei P40 Pro                 | ELS-N04                |
| LG G6                          | LG-H873                |
| LG G7 One                      | LM-Q910UM              |
| LG G7 ThinQ                    | LM-G710AWM             |
| LG G8X                         | LM-G850UM              |
| LG K20                         | LM-X120WM              |
| LG K30                         | LM-X320WM              |
| LG K31                         | LM-K300WM              |
| LG K41S                        | LM-K410WM              |
| LG K61                         | LM-Q630UM              |
| LG K9                          | LM-X210WM              |
| LG Q Stylo+                    | LM-Q710WA              |
| LG Q6                          | LG-M703                |
| LG Q60                         | LM-X525WA              |
| LG Q70                         | LM-Q620WA              |
| LG Stylo 3 Plus                | LG-M470                |
| LG V30                         | LG-H933                |
| LG V60 ThinQ 5G                | LM-V600TM              |
| LG Velvet                      | LM-G900UM              |
| LG X Power 2                   | LG-M320G               |
| LG X Power 3                   | LM-X510WM              |
| LG X K32                       | LM-K200QM              |
| Samsung G71 XCoverPro          | SM-G715W               |
| Samsung Galaxy A03s            | SM-A037W 
| Samsung Galaxy A10e            | SM-A102W               |
| Samsung Galaxy A11             | SM-A115W               |
| Samsung Galaxy A12             | SM-A125W               |
| Samsung Galaxy A13 5G          | SM-A136W               |
| Samsung Galaxy A20             | SM-A205W               |
| Samsung Galaxy A21             | SM-A215W               |
| Samsung Galaxy A50             | SM-A505W               |
| Samsung Galaxy A51             | SM-A515W               |
| Samsung Galaxy A52             | SM-A526W               |
| Samsung Galaxy A53 5G          | SM-A536W               |
| Samsung Galaxy A70             | SM-A705W               |
| Samsung Galaxy A71             | SM-A715W               |
| Samsung Galaxy Note 10         | SM-N970W               |
| Samsung Galaxy Note 10+        | SM-N975W               |
| Samsung Galaxy Note 8          | SM-N950W               |
| Samsung Galaxy Note 9          | SM-N960W               |
| Samsung Galaxy Note20 5G       | SM-N981W               |
| Samsung Galaxy Note20 Ultra 5G | SM-N986W               |
| Samsung Galaxy S10             | SM-G973W               |
| Samsung Galaxy S10+            | SM-G975W               |
| Samsung Galaxy S10e            | SM-G970W               |
| Samsung Galaxy S20 5G          | SM-G981W               |
| Samsung Galaxy S20 FE 5G       | SM-G781W               |
| Samsung Galaxy S20 Ultra 5G    | SM-G988W               |
| Samsung Galaxy S20+ 5G         | SM-G986W               |
| Samsung Galaxy S21 5G          | SM-G991W               |
| Samsung Galaxy S21+ 5G         | SM-G996W               |
| Samsung Galaxy S21 FE 5G       | SM-G990W               |
| Samsung Galaxy S21 Ultra 5G    | SM-G998W               |
| Samsung Galaxy S22 5G          | SM-S901W               |
| Samsung Galaxy S22 Ultra 5G    | SM-S908W               |
| Samsung Galaxy S22+ 5G         | SM-S906W               |
| Samsung Galaxy S23             | SM-S911W               |
| Samsung Galaxy S23+            | SM-S916W               |
| Samsung Galaxy S23 Ultra       | SM-S918W               |
| Samsung Galaxy S8+             | SM-G955W               |
| Samsung Galaxy S9              | SM-G960W               |
| Samsung Galaxy S9+             | SM-G965W               |
| Samsung Galaxy XCover6 Pro     | SM-G736W               |
| Samsung Galaxy Z Flip          | SM-F700WDS             |
| Samsung Galaxy Z Flip 5G       | SM-F707W               |
| Samsung Galaxy Z Flip3 5G      | SM-F711W               |
| Samsung Galaxy Z Flip4 5G      | SM-F721W               |
| Samsung Galaxy Z Fold2 5G      | SM-F916W               |
| Samsung Galaxy Z Fold3 5G      | SM-F926W               |
| Samsung Galaxy Z Fold4 5G      | SM-F936W               |
| Samsung Galaxy S21 5G          | SM-G991W               |
| Samsung Galaxy S21+ 5G         | SM-G996W               |
| Samsung Galaxy S21 Ultra 5G    | SM-G998W               |
| Samsung Galaxy S21 FE 5G       | SM-G990W               |
| Samsung Galaxy A32 5G          | SM-A326W               |
| Samsung Galaxy A52 5G          | SM-A526W               |

### VoLTE support for listed IMEI range
Your IMEI can be found in __Settings > About Phone__.

| Model                   | Supported IMEI (first 8 digits) |
|-------------------------|---------------------------------|
| Alcatel Go Flip 3       | 1563500                         |
| Alcatel 1B              | 1611400                         |
| Coolpad Snap            | 86302904, 86821204              |
| LG G5                   | 35774307                        |
| Motorola Edge+          | 35912410                        |
| Motorola Moto E         | 35163611                        |
| Motorola Moto E6        | 35218110, 35219410              |
| Motorola Moto G 5G (2022) (XT2213-3) | 35603762, 35657463, 35769070, 35845126, 35946390|
| Motorola Moto G Fast    | 35910910                        |
| Motorola Moto G Power (2021)    | 35351138, 35689211, 35689311, 35689611, 35779561, 35689111|
| Moto G Power (2022)     | 35708173, 35743758, 35852182, 35102474|
| Motorola Moto G7 Play   | 35951509                        |
| Moto g stylus 5G (2022) (XT2215-4)   | 35147546, 35448232, 35745962, 35795282|
| Motorola One Hyper      | 35722610                        |
| Motorola One Vision     | 35217110                        |
| Motorola One 5G Ace     | 35557211                        |
| Motorola Razr           | 35722010                        |
| Motorola G Pure         | 35057768, 35230480, 35556617, 35790251, 35991496                       |
| RIM BlackBerry Motion   | 1498900                         |
| Samsung Galaxy A5       | 35522708, 35607009              |
| Samsung Galaxy A8       | 35406109                        |
| Samsung Galaxy J3 Top   | 35222710, 35922909              |
| Samsung Galaxy XCover 4 | 35781708                        |
| Samsung J3 Prime        | 35180909, 35240909              |
| Sonim XP10              | 01618600                        |
| TCL 10L                 | 1565800                         |
| TCL 10Pro               | 1562600                         |
| TCL 20s                 | 1588800                         |
| TCL 20Pro 5G            | 1592000                         |
| TCL 30 5G               | 01619700                        |
| TCL 30 XE 5G            | 01619800                        |
| TCL 303                 | 01630400                        |
| TCL Flip (4058E)        | 01618200                        |
| TCT Mobile One          | 1522100                         |
| ZTE Blade A3L           | 86881504                        |
| ZTE Cymbal 2            | 86274104                        |
| ZTE Blade A3 Plus (Z3353CA) | 86881504                    |
| ZTE Blade A7P           | 86003205                        |
| ZTE MF723 (WF723CA)     | 86815303                        |

  </div>

## Which phones don’t support VoLTE roaming? 
  <div class="collapsible">
  <h3> Alcatel  </h3>
</div>
<div class="content">

| Device Type | Device Model |
|-------------|--------------|
| Alcatel 1B  | (5002W)      |

  </div>

  <div class="collapsible">
  <h3> Apple  </h3>
</div>
<div class="content">

| Device Type          | Device Model                 |
|----------------------|------------------------------|
| Apple iPhone 6       | (A1549, A1586, A1589)        |
| Apple iPhone 6 Plus  | (A1524, A1523, A1593)        |
| Apple iPhone 6S      | (A1688, A1633, A1691, A1700) |
| Apple iPhone 6S Plus | (A1687, A1634, A1690, A1699) |
| Apple iPhone SE      | (A1723, A1662, A1724)        |

  </div>

  <div class="collapsible">
  <h3> Huawei  </h3>
</div>
<div class="content">

| Device Type     | Device Model |
|-----------------|--------------|
| Huawei P30      | (ELE-L04)    |
| Huawei P30 lite | (MAR-LX3A)   |
| Huawei P40      | (ANA-LX4)    |

  </div>

  <div class="collapsible">
  <h3> LG  </h3>
</div>
<div class="content">

| Device Type     | Device Model |
|-----------------|--------------|
| LG G5           | (LG-H831)    |
| LG G6           | (LG-H873)    |
| LG G7 ThinQ     | (LM-G710AWM) |
| LG K9           | (LM-X210WM)  |
| LG K30          | (LM-X320WM)  |
| LG Q Stylo+     | (LM-Q710WA)  |
| LG Q6           | (LG-M703)    |
| LG Q60          | (LM-X525WA)  |
| LG Stylo 3 Plus | (LG-M470)    |
| LG V30          | (LG-H933)    |
| LG X Power 2    | (LG-M320G)   |
| LG X Power 3    | (LM-X510WM)  |

  </div>

  <div class="collapsible">
  <h3> Motorola  </h3>
</div>
<div class="content">

| Device Type   | Device Model |
|---------------|--------------|
| Motorola Razr | (XT2000-2)   |

  </div>

  <div class="collapsible">
  <h3> Blackberry  </h3>
</div>
<div class="content">

| Device Type           | Device Model |
|-----------------------|--------------|
| RIM BlackBerry Motion | (BBD100-2)   |

  </div>

  <div class="collapsible">
  <h3> Samsung  </h3>
</div>
<div class="content">

| Device Type       | Device Model |
|-------------------|--------------|
| Samsung Galaxy A5 | (SM-A520W)   |
| Samsung J3 Prime  | (SM-J327W)   |

  </div>

  <div class="collapsible">
  <h3> TCT Mobile </h3>
</div>
<div class="content">

| Device Type    | Device Model |
|----------------|--------------|
| TCT Mobile One | (5033O)      |

  </div>

  <div class="collapsible">
  <h3> ZTE </h3>
</div>
<div class="content">

| Device Type       | Device Model |
|-------------------|--------------|
| ZTE Blade A3 Plus | (Z3353CA)    |
| ZTE Blade A3L     | (Z3352CA)    |
| ZTE Blade A7p     | (Z6252CA)    |
| ZTE WHP           | (WF723CA)    |

  </div>


Prepaid

VoLTE (voice over LTE) for Koodo Prepaid

Google has added Rich Communication Services (RCS) to Android Messages. RCS is the next generation of messaging technology and improves your messaging by offering a native, richer, and universal experience across networks and android devices.

RCS messaging works on select Android devices. It gives you some sweet new features in select conversations including:

- Group chats
- Read and delivered receipts
- High-resolution photo and video sharing
- Audio messaging
- Being able to send location

### What you need

RCS messaging is available on:

- A Koodo postpaid (monthly) / prepaid data plan or an active Wi-Fi connection
- A Samsung smartphone running Android 9.0 (Pie) and up with latest [Samsung Messages](https://www.samsung.com/us/support/answer/ANS00078947/) version
- Any other Android smartphone running Android 5.1 (Lollipop) and up with latest [Google Messages](https://messages.google.com/) version

### How to turn it on:

1. Open __Messages__
2. Select __Settings__
3. Select __Chat Features/Settings__
4. Tap or slide the __Enable chat features__ toggle to __On__

__Heads up:__ When RCS messaging is provisioned for the first time on a compatible device, you'll be prompted to enable the chat features.

## FAQs

<div class="collapsible">
  <h3>Will my device automatically use RCS messaging?</h3>
  </div>
  <div class="content">
When chat features are turned on, it will automatically be used if you are messaging another device with chat features enabled.
</div>
<div class="collapsible">
  <h3>Will RCS messaging use my Wi-Fi or Data?</h3>
</div>
<div class="content">
RCS messaging sends messages over Wi-Fi or cellular data when Wi-Fi is unavailable, rather than through traditional SMS. This means, if you do not have a data plan and are not connected to Wi-Fi, your messages will be sent as SMS, or you may incur pay-per-use data charges when using RCS messaging.
</div>
<div class="collapsible">
  <h3>Can I use RCS messaging only when I'm connected to Wi-Fi?</h3>
  </div>
  <div class="content">
If you want to use RCS messaging in a Wi-Fi connected area only, please ensure you turn chat features off when leaving a Wi-Fi connected area to avoid unexpected data charges.
</div>
<div class="collapsible">
  <h3>How do I deregister from Android RCS messaging?</h3>
  </div>
  <div class="content">
If you recently switched from an Android phone to an iPhone and are using the same phone number from your previous phone, you may experience issues receiving text messages (SMS/MMS). Please be sure to turn the chat features off on your previous phone.<br><br>

For more information on how to disable chat features, please visit [the Google Messages site](https://messages.google.com/disable-chat). 
</div>

Learn more about RCS messaging and chat features with [Google](https://support.google.com/messages/answer/9487020?hl=en#)

Rich Communication Services (RCS) messaging

Call Control helps reduce unwanted calls by prompting incoming callers to enter a randomly-generated number (0-9), which the caller must enter correctly before the call can be connected. Callers with no response (e.g. robo-dialers) or an incorrect response won’t be able to complete the call and will hear a standard Call Control message instead.

This feature also lets you manage preferences and maintain lists of Authorized and Blocked Callers on the __Call Control__ page in Self Serve.

Call Control is free and optional.<br><br>  

__How do I add the Call Control feature?__

You can add Call Control through Self Serve: 

1. Log in to your [Self Serve](http://koodo.com/selfserve) account 
2. From the Self Serve dropdown menu, select __Mobile services__
3. On the Mobile services page, select __Manage add-ons.__ 
4. Locate the "Call Control" add-on, then select __Add to plan.__

__Note:__ Once Call Control has been added to your account, you can turn it on or off whenever you like: 

1. From the “Mobile services” page in Self Serve, locate and select __Call Control.__ 
2. __To turn on the feature:__ On the “Call Control” page, select "Start Using Call Control" 
3. __To turn off the feature:__ There will be a toggle button under your phone number or under the "Select subscriber" dropdown. Simply toggle the button to the off position to remove Call Control from the account or the line. <br><br> 

__Managing Call Control with IVR__ 

Call Control can also be managed with IVR (Interactive Voice Response): Dial __* 99__ for English prompts.

IVR can be used to:

- Turn Call Control on
- Turn Call Control off
- Move any of your last 3 callers to your Allowed or Blocked list<br><br> 

__How do I add phone numbers to my Authorized and Blocked Callers list?__

When you turn on Call Control, you can assign, add, or remove phone numbers from your Authorized and Blocked Callers lists. There are a few ways to do this:

1.	Through your Call Log, you will see your 10 most recent incoming callers and can assign them to either your Authorized Callers list or your Blocked Callers list.
2.	You can go to your Authorized Callers and Blocked Callers lists directly and choose to add or remove phone numbers from your lists.
3.	You can move a phone number from your Blocked list to your Authorized list and vice versa.<br><br>

__What happens when I add a phone number to my Authorized Callers list?__

Callers in your Authorized Callers list will not be asked to answer the numerical prompt when they call you - they’ll get connected directly to you.<br><br>

__What happens when I add a phone number to my Blocked Callers list?__

Callers in your Blocked Callers list won’t have their calls completed and will get a standard Call Control message.<br><br>

__How many phone numbers can I add to my Authorized Callers list and Blocked Callers list?__

You can add 25 phone numbers to your Authorized Callers list and 25 phone numbers to your Blocked Callers list.<br><br> 

__If an incoming caller enters the correct number, will they be presented with a numerical prompt the next time they call?__

Call Control will remember your most recent incoming calls, so these callers will not be prompted to enter a number, unless it’s been a long period since they called. To ensure your trusted and most frequent callers don’t get prompted to enter a randomly-generated number each time they call you, please add these phone numbers to your Authorized Callers list.<br><br>

__If an incoming caller enters an incorrect number, will they be presented with a numerical prompt when they call again, or will they get the standard Call Control message?__

Yes, if incoming callers enter an incorrect number, they’ll be prompted again to enter one of the randomly-generated numbers. If they enter the number incorrectly a second time, they can call back and try again.

To keep unwanted callers away, add them to your Blocked Callers list.<br><br>

__What if there are some robo-dialers or other callers that I want to be able to get a hold of me, but I’m concerned they won’t be able to pass the challenge? For example: family members, school office, doctor’s office, etc).__

Please add these phone numbers to your Authorized Callers list to prevent them from being prompted to enter a randomly-generated number.

<br><br>__Related help pages:__ 
- [The STIR/SHAKEN feature for mobile phones](https://www.koodomobile.com/en/help/the-stir-shaken-feature-for-mobile-phones)

Call Control is a free and optional feature that helps reduce unwanted calls by prompting incoming callers to enter a randomly-generated number (0-9), which the caller must enter correctly before the call can be connected.

Call Control

With Koodo Voicemail to Text, you choose whether voicemail gets transcribed to text and sent via __SMS messages, emails with audio attachments, emails without audio attachments, or both SMS and email.__ Check out our tips below for setting up and using Koodo Voicemail to Text.

<div class="collapsible">
  <h3> Important details </h3>
</div>
<div class="content">

- A subscription is required
- This service is available on any smartphone that supports email or SMS
- This service is available on any handset (email support on handset is not mandatory; email can be received on a PC instead)
- You'll receive the converted message, instead of a voicemail notification (the original voice message remains available in your voicemail inbox)
- All voicemail messages are received in your chosen format
- The caller ID is displayed with the converted message

__Note:__ If you remove the voicemail feature, Voicemail to Text is also removed.
  </div>

<div class="collapsible">
  <h3> Setting up Voicemail to Text </h3>
</div>
<div class="content">

1. Log in to Koodo Self Serve
2. Select __Change my add-ons__
3. Add the __Voicemail to Text__ service

You can also visit an authorized Koodo store to set up a Voicemail to Text subscription.
  </div>

<div class="collapsible">
  <h3> How you’ll receive voicemail going forward  </h3>
</div>
<div class="content">

Your voicemail will be converted to text and delivered as an SMS message or an email with or without an audio (.wav) attachment.
  </div>

<div class="collapsible">
  <h3> Storing messages </h3>
</div>
<div class="content">

You can store messages as long as there is space in your text message inbox, your email inbox, or your computer.

When the voice mailbox is full, your oldest unsaved message will be deleted when a new one is received. Your voicemail inbox will never become full.
  </div>

<div class="collapsible">
  <h3> Deleting Voicemail to Text </h3>
</div>
<div class="content">

To delete a Voicemail to Text message, dial in to your regular voicemail inbox and delete the original message. 

Deleting the converted text message, email, or .wav attachment does not delete the original voice message in your voicemail inbox, and vice versa. 

Voicemail to Text messages remain on your phone/smartphone or in your email inbox until you delete them.
  </div>

<div class="collapsible">
  <h3> Data usage of Voicemail to Text </h3>
</div>
<div class="content">

Listening to a sound attachment on a handset with cellular internet connection uses 40-260 KB of storage, depending on the length of the voice message. 

Audio file email attachments can be listened to on a handset connected to WiFi or on a PC without consuming cellular data.  

Converted text messages (SMS) won’t have any data or messaging charges.
  </div>  

<div class="collapsible">
  <h3> Language support </h3>
</div>
<div class="content">

__For customers in British Columbia, Alberta, Saskatchewan, Manitoba, Yukon, Northwest Territories and Nunavut:__ Voicemail to Text service will support English, French, Mandarin and Cantonese.

__For customers in Ontario, Quebec, New Brunswick, Newfoundland and Labrador, Nova Scotia, and Prince Edward Island:__ Voicemail to Text service will support English, French, Mandarin, and Punjabi.
  </div> 


Receive voicemail as text messages or emails

Say goodbye to unexpected data charges thanks to notifications and data pauses. Customers who don’t want to receive data usage notifications can turn them off in their [Self Serve](https://koodomobile.com/selfserve "Self Serve") account.

### __What is Shock-Free® Data?__
Shock-Free® Data lets you be in control of your own data usage so you can avoid unexpected charges. That means you’ll never go over your data again without knowing. We’ll send you a text when you’re at 50%, 90% and 100% of your data usage.

When you reach your limit, we’ll pause your data so you don’t go over, which means no surprises on your bill.

### __Plans including Shock-Free data__
All monthly Koodo plans as of March 10, 2016, include Shock-Free data at no extra charge. To see if you have Shock-Free data, you can log in to [Self Serve](https://koodomobile.com/selfserve "Self Serve") and check your plan description.

If you’re an existing customer without Shock-Free data, you’ll need to change your plan by logging in to Self Serve or renewing your Tab.

### Paused data & buying data top-ups
You can top up your data directly from your Koodo phone with these two options ([authorized users](https://www.koodomobile.com/help/permissions) can make purchases; unauthorized users will only receive the usage notification without an option to top up):

1. Send a text message to 5337 with keyword YES to use your plan’s data pay-per-use rate.
2. Send a text message to 5337 with keyword 17YES to add a data top-up of 500MB for $21 and 25YES to add a data top-up of 1GB for $29. 

If you buy data and use it all up, it will be paused again. You can choose to continue using your data, but you’ll be charged your plan’s data pay-per-use rate.

You can only buy and use top-ups within the same bill cycle; your data will reset with the start of a new bill cycle. Any leftover data can’t be carried over to the next cycle.

Top ups can't be purchased proactively. To change your data limit, you’ll first need to change to a plan that offers more data. Log in to Self Serve to see the latest available plans.

### __Turning off your data alerts__
Data alerts can be turned off in your Self Serve account. If you turn them off, you won’t receive any more data alerts at 50%, 90% and 100% of usage. That means you won't be blocked when you go over your data limit and you’ll continue using data with our pay-per-use rates.

<div class="help-banner">
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      "level": "h2",
      "text": "Want your data to be endless?",
      "style": {
        "color": "#016B6A"
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    "subText": {
      "size": "medium",
      "text": "Consider switching to TELUS.",
      "style": {
        "color": "#016B6A",
        "fontSize": "1.5rem"
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    "textBoxWidth": "100%"
  },
  "mobile": {
    "backgroundImage": "https://images.ctfassets.net/8cecwr1x4jkf/181Ln9I2QWbU1At1AKTuqe/3b01ab7bd83feacfd5fe8e2de58e9072/umbrella_mobile.svg",
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      "level": "h1",
      "text": "Want your data to be endless?",
      "style": {
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        "fontSize": "1.75rem"
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  },
  "button": {
    "text": "Learn more",
    "link": "https://www.telus.com/en/on/mobility/plans?INTCMP=Help_K2T_ShockFreeData_ToTelusMobilityPlans_LearnMoreButton_Sep2020",
    "variant": "primary"
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}
</div>

Shock-Free® Data with Koodo lets you be in control of your data usage. Check out this page to learn more.

Shock-Free® Data

Inbound Call Display+ shows you the name of the people who call you (including non-Koodo customers), even if they’re not in your contacts. The caller’s information is displayed on the screen of your phone during an incoming call. You don’t need to subscribe for the service - it’s totally free to all Koodo customers with a compatible mobile phone. Prior to Call Display+ your phone would display the phone number, but not the name of the incoming caller.

### Where is Inbound Call Display+ available?

- If you’ve got a compatible phone and the callers’ network sends out their name, your phone will be able to display both the caller’s number and name on all incoming calls including Call Waiting calls. If the callers’ network does not send out their name, your phone will only display the caller’s number.
- Inbound Call Display+ might not work under roaming.

### Permanently disable Inbound Call Display+

You can permanently disable Inbound Call Display+ by [contacting us](https://www.koodomobile.com/en/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs). This means that the name and the number of the caller will not be shown on the screen of your phone for all incoming calls.

### Outbound Calling Name Display

Outbound Calling Name Display is an enhanced feature, which will allow you to display your name on the screen of the device of the person that you call, in addition to the calling number. You need to subscribe for the service - it’s totally free to all Koodo customers.

### Permanent Blocking of Outbound Calling Name Display

Outbound Calling Name Display feature is independent from Call Display+. If you want to permanently block __only Outbound Calling Name Display__ (after you’ve subscribed for it), please [contact Koodo](https://www.koodomobile.com/en/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs) to remove this feature from your subscriber profile. If you want to __block both Outbound Calling Name and Calling Number__, contact Koodo to set up permanent blocking of Outbound Calling Number Display, i.e. Call Display. In this case, both Outbound Calling Name and Calling Number will be blocked.

### One-time blocking of Outbound Calling Name Display

You can activate one-time blocking of Outbound Calling Name Display by dialing #31# before the number of the person you’re calling, followed by pressing either the Send or Talk key. You can also set up the blocking on some phones via their menu. For example, on the iPhone, you can turn off ‘Show My Caller ID’ under the Phone menu.

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

__1. Is it possible for outbound calls to show a name instead of a number? If yes, how can I change the way my name appears when I make outbound calls? (I have a recycled phone number)__

Yes, your name will be displayed after we launch the Outbound Calling Name Display feature. This may be a chargeable feature. Your name will be extracted from your account information. It will be the name of the Account Holder and cannot be changed.<br><br>

__2. Are there any charges for using function # 31 #?__

No, there are no changes. You can still use #31# to block Calling Name and Calling Number on per-call basis. Both Calling Name and Calling Number will be blocked at the same time.<br><br>

__3. How can I make sure my location won’t appear when somebody calls my number?__

Our network won’t show your location when somebody calls you.<br><br>

__4. When I call someone and I'm not in their contacts list, they see the wrong name on their display.__

Going forward, the name registered in your account will be used for display.<br><br>

__5. What is the difference between “Network default,” “Hide number,” and “Show number?”__

- By default, the network setting is __‘Show Number.’__

- __Hide number__ means that you can block your number from being displayed on the phone of the person you’re calling.

- __Show number__ means that your number will be displayed on the phone of the person you’re calling.<br><br>

__6. I pay the Koodo phone bill, but the phone is my spouse’s line. How can we get his name to come up when he calls people?__

The name registered in your account will be used for display. Currently, we don’t support the option to change the Calling Name to be displayed.<br><br>

__7. Why is my call display different while dialling international numbers?__

The call display should be the same when you call an international number, but it depends on the operator that handles the call on the call recipient’s end.<br><br>

__8. What does "call display restrict" mean?__

This means that you can block your name and number from being displayed on the device of the person you're calling.<br><br>

__9. Are there any charges for entering #31# to block my name from being displayed on someone’s phone?__

No, there are no changes for dialling #31# in front of the number you’re calling to block the display for that call. You can still use #31# to block Calling Name and Calling Number on a per-call basis. Both Calling Name and Calling Number will be blocked at the same time. <br><br>

__10. When I call my clients, I need them to see my business name, not my own name. Is that possible?__

This is currently not possible. The name registered in your account will be used for display. We don’t support the option to change the Calling Name to be displayed.<br><br>

__11. What about calls marked as private, unknown, or anonymous?__

The caller is likely using the "Anonymous Caller ID" service that masks their caller information. You are provided with the option to answer the call or to send the caller to voicemail.

  </div>

<br><br>

__Related help pages:__
- [Call Control](https://www.koodomobile.com/en/help/call-control)
- [Outbound Calling Name Display for mobile devices](https://www.koodomobile.com/en/help/outbound-calling-name-display-for-mobile-devices)

Call display is good, Call Display+ is better! It's totally free for all Koodo customers, read all about it here.  

Call Display+

Call Forwarding can be added to your account for $5/month in [Self Serve](https://www.koodomobile.com/selfserve).

1. From the Self Serve drop down menu, select __Mobile services__
2. On the Mobile services page, select __Manage add-ons__
3. On the add-ons page, select __Call Forwarding,__ then click the button __Add to plan__ and follow the steps to submit your selection.

### Activating Call Forwarding

Take a look at our chart below to find the activation code you need.

Once you've found your code, follow these steps to activate Call Forwarding: 

- Enter the code before the area code and number you want to forward your calls to.
- Enter # and then press Send.
- You'll see a message notifying you that Call Forwarding has been activated.

__Note:__ Only the ‘Call Forwarding unreachable’ feature can be used on Prepaid.

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<table class="cfTable cfTable--desktop">
  <thead>
    <tr>
      <th>Call Forwarding type</th>
      <th>Description</th>
      <th>Activation code</th>
      <th>Deactivation code</th>
    </tr>
  </thead>
  <tbody>
    <tr>
      <td>Call Forwarding unconditional<br><br> Note: Prepaid accounts don't have this functionality</td>
      <td>Forwards all incoming calls to another number</td>
      <td>*21*</td>
      <td>#21#</td>
    </tr>
    <tr>
      <td>Call Forwarding busy</td>
      <td>Calls will forward only when you're on the phone and the line is busy</td>
      <td>*67*</td>
      <td>#67#</td>
    </tr>
    <tr>
      <td>Call Forwarding unreachable</td>
      <td>Calls are forwarded if your phone is turned off or out of a coverage area</td>
      <td>*62*</td>
      <td>#62#</td>
    </tr>
    <tr>
      <td>Call Forwarding no reply</td>
      <td>Calls will get forwarded only if your phone rings and is not answered</td>
      <td>*61*</td>
      <td>#61#</td>
    </tr>
  </tbody>
</table>


<table class="cfTable cfTable--mobile">
  <thead>
    <tr>
      <th>Activating/De-activating Call Forwarding</th>
    </tr>
  </thead>
  <tbody>
    <tr>
      <td>
        <span>Call Forwarding unconditional</span>
        <span><small>Forwards all incoming calls to another number</small></span>
        <span><small>Activation Code: <strong>*21*</strong></small></span>
        <span><small>De-activation Code: <strong>#21#</strong></small></span>
      </td>
    </tr>
    <tr>
      <td>
        <span>Call Forwarding busy</span>
        <span><small>Calls will forward only when you're on the phone and the line is busy</small></span>
        <span><small>Activation Code: <strong>*67*</strong></small></span>
        <span><small>De-activation Code: <strong>#67#</strong></small></span>
      </td>
    </tr>
    <tr>
      <td>
        <span>Call Forwarding unreachable</span>
        <span><small>Calls are forwarded if your phone is turned off or out of a coverage area</small></span>
        <span><small>Activation Code: <strong>*62*</strong></small></span>
        <span><small>De-activation Code: <strong>#62#</strong></small></span>
      </td>
    </tr>
    <tr>
      <td>
        <span>Call Forwarding no reply</span>
        <span><small>Calls will get forwarded only if your phone rings and is not answered</small></span>
        <span><small>Activation Code: <strong>*61*</strong></small></span>
        <span><small>De-activation Code: <strong>#61#</strong></small></span>
      </td>
    </tr>
  </tbody>
</table>


__Example with Call Forwarding Unconditional:__
- Dial \*21\* 416-123-4567# and press Send.

__Deactivating Call Forwarding__
- Enter the deactivation code and press Send.

__Example with Call Forwarding Unconditional:__
- Dial #21# and press Send. 

__Just so you know:__ The pay per use rate for call forwarding is $0.60 per minute.

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

__1 - How can I forward calls without being able to turn on my phone?__

You can take the SIM card out of your broken phone and insert it into another working phone. You can then activate call forwarding on the working phone.<br><br>

__2 - How can I forward calls from my landline to my Koodo cell phone?__

Call Forwarding has to be activated by the landline, not your Koodo cell phone. You’ll need to contact the provider of your landline phone and ask how to forward the calls to another number.<br><br>

__3 - Can I forward calls to a number outside my zone?__

On a Koodo cell phone, you can configure call forwarding to any number in the North American Numbering format, ie, NPA-NXX-XXXX, which includes all Canada, U.S., and Caribbean numbers. Forwarding calls to international numbers, e.g. +CC-NN (where the Country Code is not equal to 1), isn’t allowed.<br><br>

__4 - How does voicemail work for forwarded calls?__

For a forwarded call, i.e. A calls B but is forwarded to C and is then forwarded to voicemail, the call would be forwarded to the mailbox of C.

  </div>

You can add Call Forwarding to your Koodo account for just $3 a month. Find out how here. 

Call Forwarding

[Shock-Free® Data](https://www.koodomobile.com/en/help/shock-free-data) lets you be in control of your data usage so you can avoid unexpected charges. That means you’ll never go over your data without knowing. We’ll send you a text when you’re at 50%, 90% and 100% of your data usage.

When you reach your limit, we’ll pause your data so you don’t go over, which means no surprises on your bill.

If your data is paused, you can resume it directly from your Koodo phone or in Self Serve (as long as you have [authority](https://www.koodomobile.com/help/permissions "authority") on the account). Here's how...

__To resume your data directly from your Koodo phone:__

There are two options ([authorized users](https://www.koodomobile.com/help/permissions) can make purchases; unauthorized users will only receive the usage notification without an option to top up):

1. Send a text message to 5337 with keyword YES to use your plan’s data pay-per-use rate.

2. Send a text message to 5337 with keyword 17YES to add a data top-up of 500MB for $17 and 25YES to add a data top-up of 1GB for $25.

__To resume your data through Self Serve:__

1. [Log in to your Self Serve account.](https://identity.koodomobile.com/as/authorization.oauth2?pc=true&client_id=unifiedss_koodo&response_type=code&scope=priceplaninfo+securitymgmt+usagedetails+profilemanagement+invoiceinfo+usagemanagement+accountactivity+subscriberinfo+paymentmanagement+accountinfo+usagepreferencemanagement+usageblockmanagement+profileinfohighdetail+devicemanagement+serviceeligibility+loyaltyandrewards+usagemeter+customerinfo+accountmanagement+paymentprocessing+ciiLogin+ordermgmt+phonenumbermgmt&redirect_uri=https%3A%2F%2Fwww.koodomobile.com%2Fmy-account%2Foauth_callback "Log in to your Self Serve account.")

2. On the overview page, you will see a banner that tells you your data is paused. Click unpause data.

3. Choose a data option.

4. Review and submit your choice.

5. Your data will be unpaused.

If you buy data and use it all up, it will be paused again. You can choose to continue using your data, but you’ll be charged your plan’s data pay-per-use rate. 

You can only buy and use top-ups within the same bill cycle; your data will reset with the start of a new bill cycle. Any leftover data can’t be carried over to the next cycle.

Top ups can't be purchased proactively. To change your data limit, you’ll first need to change to a plan that offers more data. Log in to Self Serve to see the latest available plans.

To __proactively pause data usage__ at any time for yourself or anyone on your account, this can be done through your phone’s settings: 

1.	Go to __Settings__

2.	Under __Network__, select __Mobile Network__ 

3.	Select __Mobile Data__ and switch the toggle to __OFF__. This will stop the data and allow only Wi-Fi to be used. This can be toggled back on whenever you want.

If you want to prevent an account user from using any amount of data from their rate plan bucket (for example, the user has a 4GB bucket, but you want their usage to be 0), you can opt to buy a Data Block SOC through Self Serve for $5/month:

1. From the Self Serve menu, select __Mobile services__

2. Select __Manage add-ons__

3. Locate the __Data Block with Picture Message__ add-on and select __Add to plan__ <br><br>

__How to remove the Data Block add-on__

If you added a data block onto your account through Self Serve but want to reverse/remove this add-on, follow these steps:

1. From the Self Serve menu, select __Mobile services__

2. Select __Manage add-ons__

3. Under My add-ons, select the '__x__' next to Data Block with Picture Message and __Confirm changes__ in order to remove the data block add-on


With Koodo it's easy to pause your data, it's easy to resume it too. Find out everything about pausing and resuming data right here. 

How to: Pausing and resuming data

If you love Koodo, we’re pretty sure you’ll love TELUS too - we’re part of the same team, just with different options. Here are a few reasons why switching to TELUS might make sense for you:

1.	Get [endless data](https://www.telus.com/en/on/mobility/plans/?INTCMP=Help_K2T_EndlessData_ToTelusMobilityPlans_EndlessDataLink_Nov2020) on your phone or all your connected devices (10GB+ on 5G speed) with a TELUS Unlimited Plan.

2.	Get the [top notch device](https://www.telus.com/en/mobility/phones?INTCMP=Help_K2T_EndlessData_ToTelusMobilityPhones_TopNotchDeviceLink_Nov2020) of your choice for $0 up front (plus applicable taxes), then pay it over 24 months with TELUS Easy Payment™.

3.	Jump on Canada’s award-winning [network](https://www.telus.com/en/mobility/network?INTCMP=Help_K2T_EndlessData_ToTelusMobilityNetwork_NetworkLink_Nov2020) - now with 5G. TELUS is taking its network to a whole new level with new 5G capabilities.

4.	Take your Tab with you. If you want to migrate your service to TELUS, [you can carry your Tab and Tab Bonus balances with you](https://www.koodomobile.com/en/help/carrying-your-tab-from-koodo-to-telus) and continue making monthly Tab payments with your TELUS plan.

To learn more, click [here](https://www.koodomobile.com/telus?INTCMP=Help_K2T_EndlessData_ToKoodoTelus_HereLink_Nov2020).

If you love Koodo, we’re pretty sure you’ll love TELUS too - we’re part of the same team, just with different options. Here are a few reasons why switching to TELUS might make sense for you.

Endless Data with TELUS

Want to see and keep your Customer Service Agreements from past years, but don’t feel like calling us to request them? Follow these quick and easy steps to view and download them online through your Self Serve account:

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&redirect_uri=https%3A%2F%2Fapi.digital.koodomobile.com%2Foauth2%2Fcallback) account.

2. Select __Self Serve__ at the top of the screen, and then select __My profile__ from the drop-down menu.

3. In the __Your service agreements__ section at the bottom of the page, click __Download__. 

4. Depending on which browser you’re using, clicking __Download__ will open a new page, or you might be prompted to log in again. 

5. When the page that lists all your Customer Service Agreement appears, click the CSA for your preferred phone number and date range. 

6. The PDF that opens next will show you the details of your agreement. 

7. To download or print a copy for your print records, hover your mouse in the space above the document and, when the toolbar appears, click the __‘Download’__ or __‘Print’__ icon. 

And you’re done! 

Viewing and downloading your Customer Service Agreements (CSA)

Preparing to trade in, sell, or give your phone to a family member? It’s a good idea to prepare it so your account and personal information are protected. 

To make sure your information is safely backed up before you switch to a new phone, follow the steps below for your phone.

<div class="collapsible">
  <h3> Android devices </h3>
</div>
<div class="content">

## Step 1
__Back up to Google (applies to all Android phones):__

1.	Open your phone's __Settings__ app.
2.	Select __Back up and Restore__. (If these steps don't match your phone's settings, try searching your Settings app for “Backup.”)
3.	Under the __Google account__ section, make sure __Back up my data__ is turned on. 
4.	Select __Back up now__.

For more details visit the [Backup to Google](https://support.google.com/android/answer/2819582?hl=en) page.

__Back up to Samsung (applies only to Samsung phones)__

1.	Open your phone's __Settings__ app.
2.	Select __Back up and Restore__. (If these steps don't match your phone's settings, try searching your Settings app for “Backup.”)
3.	Under the __Samsung account__ section, select __Back up data__. 
4.	Select __Back up__.

## Step 2
__Deactivate the “Reactivation Lock”__: If you have a Samsung phone with “Reactivation Lock” switched on, you’ll need to switch this feature off before trading in your phone. Follow these instructions:

1.	Open your phone's __Settings__ app.
2.	Navigate to __Security__ and find __Reactivation Lock__. Make sure there’s no green check mark.

## Step 3
__Disable Koodo services on your device:__ To disable Koodo services on your phone and to protect your Koodo account, all you need to do is remove your Koodo SIM card from the phone you want to trade-in. In most cases, your old SIM card will work with your new phone. 

## Step 4
__Remove your memory card__: Remember to remove your memory card (micro-SD) from your phone, if it has one. Memory cards are typically black in colour and about half the size of a SIM card. 

## Step 5
__Reset your phone to its original factory settings:__ Protect your privacy and reset your phone to its original factory settings. Resetting your phone deletes your ringtones, contacts, pictures, messages, and other downloaded content.

## How to reset your device to its original factory settings
The following steps __cannot be undone__ - they will reset your device and erase all your data from it, so you’ll need to be certain that you’ve successfully backed up your data or transferred it to your new phone first. 

__Android__
1.	Open your phone's __Settings__ app
2.	Select __Privacy__
3.	Select __Factory data reset__
4.	If you want to erase your Micro SD card while resetting your phone, place a check mark next to __Format USB storage__ 
5.	Select __Reset phone__
6.	Select __Erase everything__

__Samsung__
1.	Open your phone's __Settings__ app
2.	Navigate to __General management__ and select __Reset__, then select __Factory data reset__
3.	Enter the __Samsung account password__
4.	Select __Delete all__ and the phone will reboot


## Step 6
__Set up your new device:__ To get started setting up your new phone, all you need to do is [choose your phone type](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting).

  </div>


<div class="collapsible">
  <h3> Apple Devices </h3>
</div>
<div class="content">
 

## Step 1
__Back up to iCloud__
1.	From the Home screen, select __Settings__
2.	From the __Settings__ menu, select [your name] at the top
3.	Select __iCloud__, then __iCloud Backup__.
4.	If off, turn on iCloud Backup. 
5.	To perform a manual backup, select __Back up now__.

To learn how to back up to your computer, click [here](https://support.apple.com/en-ca/guide/iphone/iph3ecf67d29/ios).

## Step 2
__Deactivate “Find My iPhone”:__ If you have “Find My iPhone” switched on, you’ll need to switch this feature off before trading in your phone. Here’s how:

1.	From the __Home__ screen, select __Settings__.
2.	From the __Settings__ menu, select [your name] at the top.
3.	Select __Find My__. If it’s turned on, turn it off.
4.	On the confirmation screen, click __OK__. 
5.	Enter your __AppleID password__, then click __Turn Off__.
6.	A confirmation screen will confirm that Find My iPhone has been turned off.

## Step 3
__Disable Koodo services on your phone:__ To disable Koodo services on your phone and to protect your Koodo account, all you need to do is remove your Koodo SIM card from the phone you want to trade-in. In most cases, your old SIM card will work with your new phone.

## Step 4
__Reset your device to its original factory settings:__ Protect your privacy and reset your device to its original factory settings. Resetting your device deletes your ringtones, contacts, pictures, messages, and other downloaded content.

__How to reset your iPhone to its original factory settings__
The following steps __cannot be undone__ - they will reset your device and erase all your data from it, so you’ll need to be certain that you’ve successfully backed up your data or transferred it to your new phone first. 

1.	From the __Home__ screen, select __Settings__
2.	Select __General__
3.	Select __Reset__
4.	Select __Erase All Content and Settings__

## Step 5
__Set up your new device:__ To get started setting up your new phone, all you need to do is [choose your phone type](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting).

  </div>

Preparing to trade in, sell, or give away your current phone? 

__Canada-wide messaging__ means you can send and receive text, picture, and video messages anywhere in Canada. Text, picture and video messaging sent from Canada to an *international* number will be charged [pay-per-use rates](https://www.koodomobile.com/payperuse).

__International messaging__ means that text, picture, and video messages sent from Canada to an international number are __included__.

For more information about text and picture messaging, visit these [Help pages](https://www.koodomobile.com/en/help/article-categories/text-and-picture-messaging).


Canada-wide and international messaging

### What Is the GPS Rollover Bug?
Starting April 6, 2019, a global GPS time reset issue, dubbed GPS Week Rollover, may impact location accuracy when making a 911 call from a mobile device.

As a result of the GPS rollover, some Koodo customers using select mobile devices may not have accurate GPS location readings in the event of a 911 emergency (see below for a list of affected devices). More specifically, when customers using the affected mobile devices make a 911 call, emergency services will receive the call, however, they may not have the ability to detect the customers’ exact GPS location coordinates.

This is a global issue and not isolated to Koodo.

### What Koodo is Doing
Koodo is working with manufacturers to roll out fixes to affected devices as soon as possible. However, some devices will not receive software patches for the foreseeable future.

Our customers’ safety is an absolute priority and we will advise impacted Koodo customers via SMS in advance of April 6th, to make them aware of the following:

- If a customer is making making a 911 call using one of the impacted devices, we suggest that they exercise caution and provide EMS with their location details.
- Download software patch as soon as possible for devices with an available software update
- For customers with a device without a known software patch, we are advising them to be aware of this issue and exercise caution if they find themselves in a 911 situation, including sharing their specific location with emergency services.

### Affected Devices

Koodo has identified a small number of select devices that, as of April 6th, 2019, will no longer provide accurate location functionality. These devices may, however, obtain some location functionality through wireless tower triangulation so Emergency Services may continue to get locations for these customers. Koodo will communicate to all impacted customers to make them aware of this issue and encourage them to download the applicable software patch to their devices to resolve this issue.

Koodo has worked with manufacturers to roll out fixes to affected devices. If your device is listed below, please update your devices to the latest software.

- Alcatel A50 (5085O)
- Alcatel 1 (5033O)
- Alcatel Lume (A466T)
- Alcatel Pixi 3(4) (A460T)
- Alcatel Pixi 3(4.5) (5017O)

Some devices, however, will not receive software patches due to their age. If your device is listed below, please be aware of this issue and exercise caution if you find yourself in a 911 situation. Alternatively, you can visit your nearest Koodo store to purchase a new device.

- Alcatel A392A / A392CC
- Alcatel Idol X+ (6043A)
- RIM BlackBerry Curve (9320)
- RIM BlackBerry Curve 3G (9300)
- RIM BlackBerry Torch (9800)
- RIM BlackBerry Bold (9700)
- RIM BlackBerry Curve (9360)
- RIM BlackBerry Bold (9780)
- RIM BlackBerry Bold (9790)
- HUAWEI Ascend Y330
- HTC Desire 320a (0PF1100)
- Motorola Charm (MB502)
- Motorola Defy (MB525)
- Motorola Key (EX225)
- Motorola Milestone (A853)
- Nokia 3710
- Nokia E71
- Nokia E72
- Sonim XP5560
- Sonim XP5560IS

GPS Week Rollover is a global issue that may impact location accuracy with 911 calls. Check out this article to see what Koodo is doing.  

GPS Week Rollover

If you’ve recently switched from iPhone to Android, Windows or BlackBerry, you might not be receiving texts from iPhone users. To fix this, you’ll have to disable iMessage on your old phone in order to receive text messages from iPhone users on your new phone. [Learn how to disable iMessage on the Apple website.](https://selfsolve.apple.com/deregister-imessage "Learn how to disable iMessage on the Apple website.")

If you've recently switched from iPhone to Android you might not be getting messages from iPhones. Don't worry, Koodo has an easy fix. 

Not receiving text messages from iPhone users?

Premium text and picture messages are not included with your monthly plan. This applies even if unlimited messaging is included in your plan. If you sign up for any text messaging contests, you’ll be charged by third party companies to use their service.

It's important to always read the fine print before signing up for these contests and be aware of what you're agreeing to. If you currently subscribe to a service of this nature and wish to unsubscribe, text back "STOP" and the messages should stop.

See the video:
<iframe allowfullscreen="" frameborder="0" height="315" src="https://www.youtube.com/embed/Pmsol-GQ9YI?rel=0&amp;enablejsapi=1" width="560" id="player1"></iframe>

Premium text and picture messages are not included in your monthly Koodo plan. FInd out more about them here. 

Premium text and picture messages

It's easy to turn your data notifications on and off in Self Serve (as long as you have [authority](https://www.koodomobile.com/help/permissions "authority") on the account). Just follow the steps below.

1. [Log into your Self Serve account.](https://identity.koodomobile.com/as/authorization.oauth2?pc=true&client_id=unifiedss_koodo&response_type=code&scope=priceplaninfo+securitymgmt+usagedetails+profilemanagement+invoiceinfo+usagemanagement+accountactivity+subscriberinfo+paymentmanagement+accountinfo+usagepreferencemanagement+usageblockmanagement+profileinfohighdetail+devicemanagement+serviceeligibility+loyaltyandrewards+usagemeter+customerinfo+accountmanagement+paymentprocessing+ciiLogin+ordermgmt+phonenumbermgmt&redirect_uri=https%3A%2F%2Fwww.koodomobile.com%2Fmy-account%2Foauth_callback "Log into your Self Serve account.")
2. On the Overview page, select View usage on your dashboard.
3. Select Change data settings on your data metre to get to the data settings page.
4. Once selected, check the box Yes, send phone number data limit text alerts to turn your notifications on, uncheck this box to turn notifications off.

Want to stop receiving alerts from Koodo about your data usage? Check out this FAQ to find out how. 

How to: Stop receiving alerts about data usage

Hey hotshot, if you’ve got more mobile data than you know what to do with, then why don’t you share some with friends and family by using your Personal Hotspot?

__The lowdown on Hotspot:__
Personal Hotspot is a setting you can activate on your phone which allows your friends and family to connect to your phone’s mobile data via Wi-Fi. It means that if your friend has run out of data for the month, and you’re feeling generous, you can set up a hotspot and let them use some of yours.

__How do you set up a Hotspot?__
It’s easy to setup a Personal Hotspot on your phone! Just follow the steps on the table below:


| Apple    |   Android    |
| ---------- | ---------- |
| 1- Go to Settings > Cellular      | 1 - Go to Settings|
| 2- Tap Personal Hotspot       | 2 - Tap Network & Internet|
| 3 - Choose your password       | 3 - Tap Hotspot & tethering |
|        | 4 - Set up Wi-Fi Hotspot|

__How do you switch on a Hotspot?__ 
Just like setting up a Hotspot, it’s super simple to switch it on and off. Just follow the steps below:


| Apple     | Android     |
| ---------- | ---------- |
| 1 - Go to Settings > Cellular       | 1 - Go to Settings       |
| 2 - Tap Personal Hotspot       | 2 - Tap Network & Internet       |
| 3 - Tap the slider to switch it on!       | 3 - Tap Hotspot & Tethering       |
|        | 4 - Enable portable Wi-Fi hotspot       |

__How do you connect to someone’s Personal Hotspot?__
It’s just as simple to connect to a Hotspot as it is to set one up and switch one on. Follow the steps in the table below:


| Apple     | Android     |
| ---------- | ---------- |
| 1 - Go to Settings > Wi-Fi       | 1 - Go to Settings|
| 2 - Select the hotspot you want to connect to and enter the password |2 - Tap Network & Internet|
|3 - Stay on this screen until you’re connected to the Wi-Fi network	| 3 - Tap Wi-Fi | 
|| 4 - Select the hotspot you want to connect to and enter password|
| | 5 - Stay on this screen until you’ve connected your other device to the Wi-Fi network| 

If you’re having any difficulties with your phone then you can check out our [Troubleshooting](https://www.koodomobile.com/help/article-categories/phone-troubleshooting "Troubleshooting") pages.

## Hotspot FAQ’s
Here are some common questions people have about Personal Hotspot:

### 1 - How do I know if someone is connected to my Personal Hotspot?
This depends on what kind of device you are using. If you are using an Apple device then the status bar turns blue when a device is connected to your Personal Hotspot, it also shows how many devices have joined. Unfortunately Android devices do not have the ability to show devices connected to your Personal Hotspot.

### 2 - How will this affect my data usage?
While someone is connected to your Personal Hotspot, you’ll be deducted for any data that they use from your monthly plan. So for example, if you have 5GB and your friend uses 1GB while connected to your hotspot, you will have 4GB left.

### 3 - Do I have hotspot included in my plan?
Your Personal Hotspot is a feature built in to your smartphone and is not part of your plan. However, to be able to provide a hotspot connection to your friends, you must have a Data Plan.

You know what's hot? Sharing data when you like! Find out everything you need to know about a Personal Hotspot with Koodo. 

Personal Hotspot

## Alert Ready

<div class="collapsible">
  <h3> Who sends emergency alerts? </h3>
</div>
<div class="content">
Federal, provincial, and territorial governments are responsible for issuing emergency alerts. Federally, emergency alerts are issued most frequently by Environment and Climate Change Canada. Each provincial or territorial government decides who will have the authority to issue alerts with  their jurisdictions. Emergency alerts could be issued by provincial or territorial management offices or in some cases by municipal emergency management offices or local police and fire departments. Koodo and other carriers broadcast emergency alerts received from alerting authorities directly to compatible wireless devices connected to LTE networks.
</div>

<div class="collapsible">

  <h3> What types of emergency alerts are issued by Alert Ready? </h3>
</div>
<div class="content">
The Alert Ready system allows alerting authorities from federal, provincial and territorial governments to issue a wide range of public safety messages. However, Koodo and other carriers will only receive and relay messages that are issued for THREAT-TO-LIFE situations. Government officials developed a specific list of alert types that are considered a threat-to-life and should be broadcasted immediately. These “Broadcast Immediately” emergency alerts have the highest level of severity, urgency and certainty. For a full list, visit the <a href="https://www.alertready.ca/#types">Alert Types</a> section of the website.
</div>

<div class="collapsible">

  <h3> Will emergency alerts be for my specific area? </h3>
</div>
<div class="content">
Yes. The alerting authority determines which areas are affected by an incident, weather or environmental situation, and uses a standard system that will typically correspond with municipal, regional or provincial boundaries. Emergency alerts intended for wireless devices are issued to a defined geographical area, which can be as small as a few blocks, so that only people in the defined area receive the emergency alerts within seconds of being issued, provided the devices are powered on and connected to the LTE cellular network.
</div>

<div class="collapsible">
  <h3> Are the emergency alerts sent as a text message? </h3>
</div>
<div class="content">
No. While the emergency alert may look like a text, it is not a text message. Emergency alerts are sent by Cell Broadcast distribution. This is a mobile technology that allows messages to be broadcast to all compatible wireless devices within a specified area. Call Broadcast is a similar to radio broadcast. Radio towers broadcast music to people in defined geographic areas providing the individuals can pick up the broadcast signal and have their radios turned on. Similarly, Cell broadcast messages are delivered simultaneously to those compatible wireless devices that are in range of cell towers and antenna in the designated area.
</div>

<div class="collapsible">
  <h3> When should I expect to get a test alert? Are they scheduled in advance? </h3>
</div>
<div class="content">
Testing of the emergency alert system is scheduled in advance. The test schedule for your specific province or territory can be found on AlertReady.ca.
</div>

## Receiving Wireless Public Alerts

<div class="collapsible">
  <h3> Will I receive an emergency alert if my device is connected to Wi-Fi? </h3>
</div>
<div class="content">
While on Wi-Fi, if the compatible device can still communicate with the LTE cellular network, it will receive emergency alerts. If the wireless device is not within reach of the LTE cellular network (or is set to Wi-Fi only) it will not receive an emergency alert.
</div>

<div class="collapsible">
<h3> Will I be charged if I receive an emergency alert on my wireless device if I don’t have unlimited texting or data? </h3>
</div>
<div class="content">
Wireless alerts are sent on a specific cellular channel that is separate from normal text and data traffic. Although the alerts may look like text messages, they are not, and are also not billed like text messages. They also do not count towards data use.
</div>

<div class="collapsible">
  <h3> Can I opt out of receiving emergency alerts on my wireless device?</h3>
</div>
<div class="content">
No. Emergency alerts are relevant to you and require immediate attention, government regulations mandate that all compatible wireless devices receive all relevant alerts. Unlike radio and television broadcasts which cover a vast area, wireless public alerting is geo-targeted and can be very specific to a limited area. As a result, if you receive a wireless emergency then the area you are located is in immediate danger.
</div>

<div class="collapsible">
<h3> Will I receive emergency alerts on my wireless device if I’m travelling to or from another province? </h3>
</div>
<div class="content">
Yes. Emergency alerts are issued to a defined geographic area, such that only people in the defined area will receive the emergency alerts. If you are travelling and happen to be in another province when the emergency alert is issued, provided your phone is powered on and connected to the LTE cellular network.
</div>

<div class="collapsible">
<h3> Will I receive emergency alerts on my phone relevant to where I live while I'm traveling away from home? </h3>
</div>
<div class="content">
No. if you’re travelling you will only receive emergency alerts that occur where you are. Canadians can keep track of emergency alerts occurring in specific areas (e.g. where they or family members live) through a number of available apps and online services.
</div>

<div class="collapsible">
<h3> Will I still receive emergency alerts if wireless device towers are affected by the situation? </h3>
</div>
<div class="content">
Emergency alerts are broadcast from cellular towers and antennas within the area specified by the alert issuer. Compatible wireless devices connected to the specified towers/antennas will receive the emergency alert. The towers/antennas therefore must be operational to send emergency alerts. If you are in an affected area but your wireless device is unable to connect to any towers/antennas because of the situation, you will not receive the emergency alert on your wireless device.
</div>

<div class="collapsible">

  <h3>Will emergency alerts interrupt or end a voice-call or another activity in progress?</h3>
</div>
<div class="content">
Emergency alerts will not end a voice call or data session in progress. If you are on a VoLTE call when the emergency alert is received, you will hear an alert tone, similar to call waiting.  The alert will be displayed on your device, after your call has ended. If you are on a call while connected to the 3G network, you will not receive the alert while you are on the call. You will receive the emergency alert after your call has ended, if it the alert is still active and your device is connected to the LTE network. If you are using data, the emergency alert will briefly interrupt your data session by the emergency alert appearing on your screen, but your data session will continue.
</div>

<div class="collapsible">
  <h3> Will I receive an emergency alert if my wireless device is off or set to silent?</h3>
</div>
<div class="content">
A compatible wireless device that is turned off, or is in Airplane Mode, will not display an emergency alert. If the emergency alert is still active when the wireless device is powered on or out of Airplane Mode, and the user is still in the alert area, the wireless device will then display the alert. A compatible wireless device that is set to silent will display an emergency alert, but you might not hear the emergency alert sound. The emergency alert sound will usually play at whatever the current volume setting is on the wireless device, so if your wireless device is set to silent, no sound will accompany the emergency alert message. However, this behaviour can differ depending on your wireless device and in some instances the alert sound may override your user settings. Please consult your device manufacturer for more device-specific information.
</div>

<div class="collapsible">
 <h3>If my wireless device is off for an extended period, will the emergency alert appear once I turn it back on?</h3>
</div>
<div class="content">
If the emergency alert is still active when the compatible wireless device is turned on, and you are within the emergency alert area, the emergency alert will be displayed.  If the emergency alert is no longer active or if you have travelled outside of the alert area, it will not be displayed.
</div>

<div class="collapsible">
  <h3> Can alerts be saved on my device?</h3>
</div>
<div class="content">
Some smartphones allow you to save and retrieve emergency alerts received on your device after you acknowledge the alert. For more information and to find out if your device is capable of saving an emergency alert we recommend that you contact your device manufacturer.
</div>

<div class="collapsible">
  <h3> Will alerts sent to my wireless device be used to gather data about me?</h3>
</div>
<div class="content">
No. Emergency alerts are sent using Cell Broadcast distribution. Cell Broadcast can only transmit information to your wireless device. This means that no data is being gathered about you, your wireless device or your location when emergency alerts are sent out.
</div>

<div class="collapsible">
  <h3> Why do some emergency alerts display with a banner that says “Presidential Alert”?</h3>
</div>
<div class="content">
  Wireless public alerts in Canada follow the <a href="https://www.publicsafety.gc.ca/cnt/mrgnc-mngmnt/mrgnc-prprdnss/npas/clf-lng-20-en.aspx#s8153" target="blank"> Canadian common look and feel guidance</a>. The agreed upon term for emergency alerts in this guidance is “EMERGENCY ALERT / ALERTE D’URGENCE”. The equivalent term as per the American standard is “Presidential Alert”. Devices pre-dating the Canadian name alignment, as well as phones purchased outside of Canada or manufactured to be compatible with the U.S. Wireless Emergency Alerts system, will display “Presidential Alert”, or another non-Canadian headline banner.
</div>

<div class="collapsible">
  <h3> Why am I receiving repeat alerts?</h3>
  </div>
<div class="content">
In most cases, you should only receive an alert once. However, if you think you are receiving the same alert more than once it could be due to one of the following reasons:<br>
1. The device is power cycled and the alert is still active on the network when the device is powered back on. In this case, the alert will be displayed again due to the device cache being cleared.<br>
2. Your phone connection to the network is alternating back and forth from one of our cell sites to one of our partner’s cell sites (i.e. TELUS and Bell)<br>
3. You have the alert reminder settings on your phone turned on. Please check your device manual to learn how to change the alert reminder settings.
</div>

## Device Compatibility

<div class="collapsible">
  <h3> Will all devices receive emergency alerts?</h3>
</div>
<div class="content">
No. In order for emergency alerts to be received on a wireless device three conditions must be met. The wireless device must be:<br>
i. An LTE-device (LTE is commonly referred to as “4G LTE”);<br>
ii. Wireless public alerting (WPA)-compatible <a href="https://www.koodomobile.com/help/wireless-public-alerting-compatible-devices" target="blank">list of WPA compatible smartphones</a>; and<br>
iii. Connected to an LTE cellular network at the time the emergency alert is issued, or joins the network while the alert is still active.
</div>
<div class="collapsible">
  <h3> What does it mean for a device to be WPA-compatible?</h3>
</div>
<div class="content">
A wireless device that is WPA-compatible is (1) an LTE-device, that (2) has special software embedded in it that allows for the alert message to be received in the standard Alert Ready format (look, sound and vibration). The common Alert Ready format ensures the alert is recognizable and provides confirmation that it is issued by a legitimate source. <a href="https://www.koodomobile.com/help/wireless-public-alerting-compatible-devices" target="blank">Here</a> is a list of all WPA compatible smartphones that are currently offered in the Koodo mobility shop.  
</div>

<div class="collapsible">
  <h3> Are other mobile devices (e.g. tablets) capable of receiving emergency alerts?</h3>
</div>
<div class="content">
Koodo and other carriers are required to distribute emergency alerts via the LTE networks to compatible smartphones. Additional wireless devices – such as tablets and wearable accessories (e.g. smartwatches) – may be capable, from a technical perspective, to receive some form of the message, but it will not necessarily be received on the device in the common Alert Ready format.
</div>

<div class="collapsible">
<h3> Will alerts be received on devices bought from non-Canadian carrier that support Cell Broadcasts?</h3>
</div>
<div class="content">
Koodo can only guarantee WPA compatibility for devices that are testing and certified by Koodo and are sold through Koodo. For a comprehensive list check out the Koodo device compatibility list available <a href="https://www.koodomobile.com/en/help/alert-ready-frequently-asked-questions">here</a>. Devices from non-Canadian carriers MAY work, but Koodo cannot comment on how the alerts will be rendered.
</div>

<div class="collapsible">
<h3> Will alerts be received correctly on older device models not listed on the device compatibility list?</h3>
</div>
<div class="content">
Koodo can only guarantee WPA compatibility for devices listed <a href="https://www.koodomobile.com/en/help/wireless-public-alerting-compatible-devices">here.</a> Older device models might not have WPA functionality enabled by the device manufacturer. For more information, you can contact your device manufacturer.
</div>

<div class="collapsible">
  <h3> I thought my device was compatible but I didn’t receive a test alert. What should I do?</h3></div>
<div class="content">
It is important that you first verify that you did not receive an alert by checking your device’s “notification” folder. In some instances you might not see or notice the alert even though your device has received it. The alert might be “hidden” with other notifications.<br>
If you didn’t receive an alert on your device it is important to do several things, including checking the phone’s <a href="https://www.koodomobile.com/help/wireless-public-alerting-compatible-devices" target="blank"> WPA compatibility</a>, as well as ensuring that you have updated the software. There are many factors that will impact your ability to receive the alert including your location, or whether you are connected to the LTE network at the time of the alert distribution.
</div>

## Taking action

<div class="collapsible">
  <h3> What should I do if i receive a test alert on my wireless device?</h3>
</div>
<div class="content">
Test alert messages will be identified as such. These messages are intended to “test” the functionality of the system, and inform people of wireless emergency alerts. They do not require people to take any steps to secure their safety.
<br>
You might be asked to acknowledge the receipt of the emergency alert in order to allow for your wireless device to resume normal functioning. In the event that you cannot acknowledge the alert, the alert sound and vibration will continue for 8 seconds. Depending on your specific wireless device you might get additional reminders.
</div>

<div class="collapsible">
  <h3> What should I do if I receive an emergency alert on my wireless device?</h3>
</div>
<div class="content">
Upon receiving the emergency alert it is important to take action safely. Stop what you are doing when it is safe to do so and read the emergency alert. Government officials will include, within the emergency alert, the information you need for any action you need to take. This could include but is not limited to: limit unnecessary travel, evacuate the areas, seek shelter, etc.  
</div>

<div class="collapsible">
  <h3> What should I do if I receive an emergency alert on my wireless device while driving?</h3>
</div>
<div class="content">
It is important to take action safely, especially if the emergency alert is received while operating a vehicle. If you are driving, it is important to remain calm and pull over at your earliest opportunity to view the emergency alert. Some connected Bluetooth car stereos will play and magnify the alert sound. Make sure you do not panic and take action safely.  
</div>

Alert Ready is Canada's new emergency alerting system. Check out some of the most Frequently Asked Questions here. 

Alert Ready Frequently Asked Questions

Visual Voicemail is an awesome feature that makes it easier and faster for you to manage your voice messages by letting you review them in a list on your phone. You can listen to any message by simply tapping on it and pressing the “Play” button. No more dialing any extra numbers or going through those long instructions to get to the message you want to hear. In case you miss part of the message, you can also rewind to any point.

## Visual Voicemail for iPhone
![Example of voicemail controls on an iPhone](//images.ctfassets.net/8cecwr1x4jkf/7xIRIsVpj44DxHeKA0io54/7203cbd7763355b90838b8151cd14c57/iphone.png)

### Protect Your Privacy and Security
Create a personal password for your mailbox:
  1. Select __Settings__
  2. Select __Phone__
  3. Select __Change Voicemail Password__ on your handset

### Activating Visual Voicemail on your iPhone
Visual Voicemail will get added to your account within 24 hours of you receiving an email or SMS alert from Koodo. In the meantime, double check that you have the latest version of the carrier settings on your iPhone. The most up-to-date carrier settings are required in order to activate the Visual Voicemail feature.

### Using Visual Voicemail on Your iPhone
Once the Visual Voicemail feature is added to your account, tap on the “Voicemail” icon and your iPhone will show a list of voicemail messages right there in front of you. Any existing voice messages saved in your inbox will still be available after the setup process is complete.

## Visual Voicemail for Android
Visual Voicemail is now available on select Android phones.

__Capable Android Phones__

- Alcatel 1B
- Coolpad Snap
- Essential Phone
- Google Pixel
- Google Pixel 2
- Google PIXEL 2 XL
- Google Pixel 3
- Google Pixel 3 XL
- Google Pixel 3a
- Google Pixel 3a XL
- Google Pixel 4
- Google Pixel 4 XL
- Google Pixel 4a
- Google Pixel 4a
- Google Pixel 5
- Google Pixel 6
- Google Pixel 6 Pro
- Google Pixel 6a
- Google Pixel 7
- Google Pixel 7 Pro
- Google Pixel 7a
- Google Pixel 8
- Google Pixel 8 Pro
- Google Pixel XL
- Huawei Nexus 6P
- Huawei P40
- Huawei P40 Pro
- LG G7 One
- LG G7 ThinQ
- LG G8X
- LG K20
- LG K30
- LG K31
- LG K32
- LG K41S
- LG K61
- LG K9
- LG Nexus 5X
- LG Q Stylo+
- LG Q60
- LG Q70
- LG V60 ThinQ 5G
- LG Velvet
- LG X Power 3
- Motorola Edge 2022
- Motorola Edge 2023
- Motorola Edge+
- Motorola Mote E
- Motorola Moto E6
- Motorola Moto G 5G
- Motorola Moto G 5G
- Motorola Moto G Fast
- Motorola Moto G Play 2024
- Motorola Moto G Power
- Motorola Moto G Power
- Motorola Moto G Pure
- Motorola Moto G Stylus 5G
- Motorola Moto G7 Play
- Motorola One 5G Ace
- Motorola One Hyper
- Motorola One Vision
- Motorola Razr
- Motorola Razr+ 2023
- Samsung G71 XCoverPro
- Samsung Galaxy A03s
- Samsung Galaxy A10e
- Samsung Galaxy A11
- Samsung Galaxy A12
- Samsung Galaxy A13 5G
- Samsung Galaxy A14 5G
- Samsung Galaxy A15 5G
- Samsung Galaxy A20
- Samsung Galaxy A21
- Samsung Galaxy A32 5G
- Samsung Galaxy A50
- Samsung Galaxy A51
- Samsung Galaxy A52 5G
- Samsung Galaxy A53 5G
- Samsung Galaxy A54 5G
- Samsung Galaxy A70
- Samsung Galaxy A71
- Samsung Galaxy Note 10
- Samsung Galaxy Note 10+
- Samsung Galaxy Note 9
- Samsung Galaxy Note20 5G
- Samsung Galaxy Note20 Ultra 5G
- Samsung Galaxy S10
- Samsung Galaxy S10+
- Samsung Galaxy S10e
- Samsung Galaxy S20 5G
- Samsung Galaxy S20 FE 5G
- Samsung Galaxy S20 Ultra 5G
- Samsung Galaxy S20+ 5G
- Samsung Galaxy S21 5G
- Samsung Galaxy S21 FE
- Samsung Galaxy S21 FE
- Samsung Galaxy S21 Ultra 5G
- Samsung Galaxy S21+ 5G
- Samsung Galaxy S22
- Samsung Galaxy S22 Ultra
- Samsung Galaxy S22+
- Samsung Galaxy S23
- Samsung Galaxy S23 FE
- Samsung Galaxy S23 Ultra
- Samsung Galaxy S23+
- Samsung Galaxy S24
- Samsung Galaxy S24 Ultra
- Samsung Galaxy S24+
- Samsung Galaxy S9
- Samsung Galaxy S9+
- Samsung Galaxy XCover6 Pro
- Samsung Galaxy Z Flip
- Samsung Galaxy Z Flip 5G
- Samsung Galaxy Z Flip3 5G
- Samsung Galaxy Z FLIP4 5G
- Samsung Galaxy Z Flip5
- Samsung Galaxy Z Fold2 5G
- Samsung Galaxy Z Fold3 5G
- Samsung Galaxy Z Fold4 5G
- Samsung Galaxy Z Fold5
- TCL 10L
- TCL 10Pro
- TCL 30 5G
- TCL 30 XE 5G
- TCL 303
- ZTE Blade A3 Plus
- ZTE Blade A7p
- ZTE Nubia A75

### Activating Visual Voicemail on Your Android Device
You can add the Visual Voicemail feature by logging in to your Self Serve account. To do so, you will need a capable Android phone and the latest Android software.

### Using Visual Voicemail on Your Android Device
Once Visual Voicemail is added to your account, tap on the “Voicemail” icon and your phone will display a list of voicemail messages instead of you having to dial the voicemail system. Any existing voice messages already saved in your inbox will remain available after the setup process is complete.

![Example of voicemail controls on an Android phone](//images.ctfassets.net/8cecwr1x4jkf/7rFzS65DEFuf8dnVtIZOjt/35d962c4ac32bc8fd8c42218121edd18/Android.png)

To learn more about Visual Voicemail and to add it to your monthly plan, follow these steps:

1. Log in to [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)
2. From the Self Serve drop-down menu, select __Mobile services__
3. Select __Manage add-ons__
4. Under __Visual Voicemail__, select __Add to plan__
5. Review your add-ons and click __Submit__


Visual Voicemail is an awesome feature that makes it easier and faster for you to manage your voice messages by letting you review them in a list on your phone. You can listen to any message by simply tapping on it and pressing the “Play” button.

Visual Voicemail

__Note:__ This page applies to all Unlimited Province-wide plans as of February 23, 2021

Province-wide calling means you can make outgoing calls to any number within your home province. Plus, you’ll receive all incoming calls across Canada, regardless of the province they’re from.

If you’re travelling to another province, you can make province-wide calls while you’re there. You’ll still receive unlimited incoming calls, but you'll be charged a long-distance fee if you  call your home province or any other province than the one you're located in, unless you have a Canada-wide calling add-on.

For example, if you lived in B.C.:

1. __Making calls__

  •	Unlimited outgoing calls to any phone number in B.C.

2. __Receiving calls__

  •	Unlimited incoming calls from any province in Canada and from any country

And you travelled to Quebec:

1. __Making calls__

  •	Unlimited outgoing calls to any phone number in Quebec.

  •	You won't be able to make outgoing calls to any other province, including B.C.

2. __Receiving calls__

  •	Unlimited incoming calls from any province in Canada and from any country

### Making calls to a destination outside of your home province
If you call a number outside your home province, you’ll be charged a Canadian long-distance rate of $0.25/min. 


Province-wide calling means you can make outgoing calls to any number within your home province. Plus, you’ll receive all incoming calls across Canada, regardless of the province they’re from.

Port Protection, or Transfer Block, is a feature that helps prevent your number and account from being transferred or “ported out” accidentally or by an unauthorized user to another carrier.

Port Fraud Protection is available in only the following scenarios:

- You’ve proactively asked for port protection
- You’re a victim of an unauthorized fraudulent port
- You’re a victim of an external breach and/or have had your identity stolen

If you’re an account holder, only you can request blocks for multiple lines on your account. If you’re a subscriber who can verify the account, you can request a block for your own line.

### Just so you know

- Port Fraud Protection is a free service.
- Port Fraud Protection is added to your account within 24-72 hours.
- When Port Fraud Protection is added, you’ll receive a confirmation SMS.
- If you're looking to port to TELUS, you’ll need to contact us to remove the block. Otherwise, you don't need to call us for any transfers. 

__Note:__ Port Protection is available only for Koodo Postpaid customers.

### Activating Port Protection

Port Protection can only be added by a rep after they've authenticated you as the account owner or authorized subscriber. To get started, book a callback using [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and type in "port protection."

<br>
<br>

* For more info about identity theft and fraud, click [here](https://www.telus.com/en/nl/support/article/identity-theft-fraud). 
* If you believe you’re a victim of fraud, please use [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to request a callback from a rep.


Port Fraud Protection

Here are a few handy tips to keep in mind when using your data.

  - __Close your apps:__ Apps running in the background may still be using data. Make sure to close them if you’re concerned about burning through your data.
  - __Data not working?__ Make sure your data is turned on by going to your phone settings. Also be sure to check your text messages - we send out a message when you’ve hit a data block.
  - __Tablets and internet sticks:__ You can always use your phone to create a WiFi hotspot. This will let you share your data with any tablet or computer.<br><br>

__Related help pages:__
- [Shock-Free® Data](https://www.koodomobile.com/en/help/shock-free-data)
- [Keeping track of your data usage](https://www.koodomobile.com/en/help/keeping-track-your-data-usage)
- [Data usage alerts](https://www.koodomobile.com/en/help/data-usage-alerts)

Want to get the most of your data with Koodo? Check out our top data tips!

Data tips

You can now get voicemail messages delivered right to your text message inbox as an audio file. It’s the new speedy way to get your messages. You can get Instant Voicemail on almost any device that is able to receive picture, audio, and video messages.

### How to activate Instant Voicemail
It’s easy to activate Instant Voicemail! Just log in to Self Serve, go to __Mobile Services__, and select __Manage add-ons__ to add it to your Koodo account.

### Using your new Instant Voicemail
When you activate Instant Voicemail, instead of receiving the traditional Voicemail notification you’ll get a text message with an audio file attached. The text will let you know who your voice message is from, and you can tap the audio file to listen to it right away. After you’ve listened to your voice message, you can forward it, download it, or save it on the cloud. You’re still able to access your voicemail and clean up your mailbox as you did before.

### Just so you know:
- You need data to use Instant Voicemail.
- If you’re outside Canada and want to use this feature, you'll need to make sure you have data roaming enabled. __Heads up!__ Charges will apply.
- You can't download the voicemail audio file when you're using WiFi.

Instant Voicemail

Want to identify yourself by name to the person you’re calling? Eligible Koodo customers can opt in to activate Outbound Calling Name Display.

### What is Outbound Calling Name Display?
Outbound Calling Name Display will share your name with the person you’re calling, even if they do not have you in their contacts book. If their device supports name display, your name will appear on their device when they receive a call from you.

### Don’t I already have Outbound Calling Name Display?
This is a common misconception, but most customers with Koodo cell phone service don’t have this feature. The default feature on Koodo plans will share your __phone number__ with the person you’re calling, __not your name.__ 

### Who can use Outbound Calling Name Display?
To use this feature, you’ll need to have:

1. a postpaid plan 
2. a phone that’s certified for the Koodo [VoLTE](https://www.koodomobile.com/en/help/volte) network
3. [VoLTE](https://www.koodomobile.com/en/help/volte) enabled on your phone

__Note:__ This feature is currently not supported for customers on Prepaid plans.

### How much does it cost to add this feature?
Outbound Calling Name Display can be added to your account for free! 

### How can I add Outbound Calling Name Display to my account?
You can add the feature to your account by following these simple steps:

1. Log in to [Self Serve](http://koodo.com/selfserve)
2. Select the __Self Serve__ dropdown menu at the top
3. Select __Mobile services__
4. Select __Manage add-ons__
5. Under add-Ons, locate Outbound Calling Name Display and select __Add to plan__

__Heads up!__ It can take up to 24 hours for the account change to take effect.

### Can I choose the name that will be shown?
Sorry, your display name can’t be customized. The name that will be displayed will be the name that you used to create your Koodo account.

### I added Outbound Calling Name Display to my account, but it’s not working. How come?
After adding the feature to your account, it can take 24 hours or longer for it to be activated. In the meantime, please double-check that your phone is a certified [VoLTE phone](https://www.koodomobile.com/en/help/volte) on the Koodo network and that VoLTE is activated. 

### What if I don’t want to use Outbound Calling Name Display anymore?
If you’d prefer not to show your name for a particular call, dial #31# in front of the destination number. 

For example: __#31#__ 416-123-4567 

This will hide your name and number, and you’ll be displayed as “Private” to the person you’re calling. The Outbound Calling Name Display feature will return to normal for subsequent calls.

You can also disable Outbound Calling Name Display in your phone settings.

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  </tr>
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<tbody>
  <tr>
    <td class="tg-0pky">Settings → Phone → Show My Caller ID → Disable</td>
    <td class="tg-0pky">Call settings → Supplementary service → Show Caller ID → Hide Number</td>
  </tr>
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</table>

This will hide your name and number, and you’ll appear as “Private” to the person you’re calling until the setting is enabled again. 

If you want to __permanently__ disable Outbound Calling Name Display, you can log in to your Koodo Self Serve account and remove it from your add-ons. __Note:__ This change can take 24 hours to come into effect.

### Why isn’t my name displayed correctly when I call some people?
Once Outbound Calling Name Display is active on your account, the Koodo network will share your name with people you’re calling, but the phone and network of the person you’re calling must also support Call Display for your name to be received. If not, the characters of your name might be changed or might not appear at all in some cases.

It’s important to remember that VoLTE is required for Outbound Calling Name Display to work. If VoLTE is turned off on your device or hasn’t been added to your account, your name won’t be shared when you make calls.

Also, the contacts saved in your phone or any other third-party caller ID service, like Hiya, will override the Outbound Calling Name Display feature. This means the Koodo network will share your account’s name with people you’re calling, but their phones might display it differently.


Outbound Calling Name Display for mobile devices

Learn about the discontinuation of legacy BlackBerry devices and support.

<div class="collapsible">
  <h3> BlackBerry legacy device functionality is ending January 4th, 2022 </h3>
</div>
<div class="content">  
In 2017, BlackBerry Limited committed to providing at least 2 more years of support for BB10 and at least 2 more years of BlackBerry network access for BBOS devices. BlackBerry Limited is now taking steps to decommission or terminate infrastructure services associated with devices running BlackBerry 7.1 OS and earlier, BlackBerry 10, and BlackBerry Playbook OS 2.1 and earlier.<br><br>

This means, as of January 4, 2022, all legacy BlackBerry devices running BlackBerry software will no longer be functional on any carrier network, including Koodo. Your legacy BlackBerry device will no longer be able to support voice, data, SMS, and/or 911 services. 

In order to avoid any disruption in service, you’ll need to upgrade to a new device.

For a full list of devices and service offerings that are affected, please visit https://www.blackberry.com/us/en/support/devices/end-of-life

  </div>

<div class="collapsible">
  <h3> We’re here to help – to stay connected, contact us before January 4, 2022 </h3>
</div>
<div class="content">
We have some great options to help you upgrade your device, so you don’t experience any service disruptions. Visit https://www.koodomobile.com/phones <br><br>

We'll help you find a device that you’re comfortable with and that suits your needs and budget.

  </div>

<div class="collapsible">
  <h3> Visit us </h3>
</div>
<div class="content">

__Shop online__ 

Log in to your Koodo [Self Serve](http://koodo.com/selfserve) account and see which device offers are available to you.<br><br> 

__Visit a Koodo store__

We have devices to suit every preference. Our reps will be happy to help you find one that’s compatible with your needs and budget. 

__Note:__ Use our [store locator](https://www.koodomobile.com/find-nearest-store?INTCMP=KMNew_FooterLINK_Stores_Stores) to find your nearest Koodo location.

  </div>

<br><br>
__Related help pages:__
- [Upgrading your phone](https://www.koodomobile.com/en/help/upgrading-your-phone)
- [Ordering online](https://www.koodomobile.com/en/help/ordering-online) 
- [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)
- [Pre-ordering your phone](https://www.koodomobile.com/en/help/pre-ordering-your-phone)
- [Phone troubleshooting](https://www.koodomobile.com/en/help/basic-phone-troubleshooting)


BlackBerry legacy devices shut down

When you change your rate plan during your bill cycle, the amount of data and minutes you get access to during your first month of your new rate plan will be prorated. This means that you won’t have the full amount of your data until the first day of your next bill cycle (the first full bill cycle with your new rate plan).  For example, if you switch from a 6GB rate plan to a 10GB rate plan with 12 days left in your bill cycle, you will have access to 4GB of data for these 12 days (10GB/30 days x 12 remaining days). You will have access to the full data amount once you start your first full bill cycle. 

<iframe width="560" height="315" src="https://www.youtube.com/embed/-OrlKWPqwu8" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

## __FAQs__
Here are some of the most common questions people ask us about rate plan proration:

<div class="collapsible">
<h3>I switched my rate plan, but I had data remaining from my last plan. Will it be carried over?</h3>
  </div>
<div class="content">
No. When you switch to a new plan, you’ll get to enjoy the features on your new plan and everything from your old plan will no longer be valid
  </div>
<div class="collapsible">
  <h3>When will I get the full amount of data stated in my rate plan?</h3>
  </div>
  <div class="content">
You’ll be able to fully use your data the following month/on your first full bill cycle. Your data only gets prorated for a certain amount of time in the remainder of your bill cycle when you first switch over to a new plan.
</div>
<div class= "collapsible">
  <h3>Why is data prorated before my first full bill cycle?</h3>
  </div>
  <div class="content">
When you switch over to a new rate plan during your bill cycle, you do not pay the full price for the plan; instead, the amount is prorated to reflect how much of the billing period is remaining. Prorating equally applies to the services provided; meaning that the amount of data available will also reflect how much of the current billing period is remaining.
  </div>
<div class="collapsible">
  <h3>What is a full bill cycle?</h3>
  </div>
 <div class="content">
A full bill cycle is the time period from the date of one bill to the date of the next bill. So, if your bill cycle commences on January 5, then your cycle would cover the period from January 5 to February 4, and this period would be full cycle. When you change your rate plan part way through your current bill cycle, your first bill will be only for a portion of your full bill cycle.<br><br>To see your bill cycle, first log in to Self Serve. Next, click the Self Serve drop-down menu, then select Billing.  
   </div>
 <div class="collapsible">
  <h3>When does my new rate plan begin and my old one end?</h3>
  </div>
 <div class="content">
Your new rate plan will begin the moment we send you a confirmation. As soon as you get this, it also means that your old plan is no longer in service.
   </div>
 <div class="collapsible">
  <h3>Will the data in my old plan be prorated?</h3>
   </div>
  <div class="content">
No, proration will affect the “new” allotment only. The allotment granted from the previous plan will remain the same.
   </div>
 <div class="collapsible">
  <h3>Will the minutes in my old plan be prorated?</h3>
   </div>
  <div class="content">
When you move off a plan that includes a limited amount of minutes each month, those minutes will be prorated. This means you won't have the full number of minutes available for calls between your last bill date and the date your plan changed.<br><br>

__For example:__ If your bill date is the 30th and you move off a plan with 300 minutes on April 15, only 150 minutes (300/30 x 15 days) were available to use between April 1 and April 15.
   </div>
 <div class="collapsible">
  <h3>When is the best time for me to change my plan to avoid proration?</h3>
   </div>
  <div class="content">
The best time to change your plan to avoid proration is on the day your cycle ends. If changes are made beyond this date, proration will apply and your new rate will only appear on the following invoice.
   </div>
 <div class="collapsible">
  <h3>Does the date that I change my plan become the new billing date, or will it still be the original date?</h3>
   </div>
  <div class="content">
No, your bill cycle will remain the same.
   </div>
 <div class="collapsible">
  <h3>Is there a limit to how often I can change my plan?</h3>
   </div>
  <div class="content">
Yes, there’s a limit of one rate plan change per bill cycle.
   </div>
 <div class="collapsible">
  <h3>If I change my plan from $60 to a smaller plan (e.g. $50), what difference would it make in my monthly charges?</h3>
   </div>
  <div class="content">
As an example, if your bill date is the 30th, and you change your plan from $60 to $50 on April 15, you would receive a credit of $5 on your next invoice (($60 - $50)/30 days in the month x 15 days remaining).
   </div>

When change your Koodo plan, your first bill will be different. Check out this page to find everything you need to know about rate plan proration.

Rate plan proration explained

## How to activate LTE on your mobile device

  <div class="collapsible">
  <h3> On an Apple device </h3>
</div>
<div class="content">

To enable LTE on an iPhone or an iPad running iOS 13 or newer:

1.	Go to __Settings__
2.	Select __Cellular__
3.	Select __Cellular data options__
4.	Select __Voice & Data__
5.	Select __LTE__, then __VoLTE on__

  </div>

  <div class="collapsible">
  <h3> On an Android device </h3>
</div>
<div class="content">

On Android, the settings vary slightly between models and between operating systems. Below are the most common settings found to enable LTE.

__Tip:__ If you're viewing this page on your mobile phone, rotate your phone screen/turn on auto-rotate to see the full table.

| OEM        | Model      | OS version    | Path                                                                                                                 |
|------------|------------|---------------|----------------------------------------------------------------------------------------------------------------------|
| BlackBerry | KEY2 LE    | Android 8.1.0 | __Settings__ > __Network & Internet__ > __Cellular networks__ > __Preferred network type__ > Select __LTE/WCDMA/GSM__                    |
| Google     | Pixel 4    | Android 10    | __Settings__ > __Network & Internet__ > __Mobile network__> __Preferred network type__ > Select __LTE__ (recommended) |
| Huawei     | P30        | Android 10    | __Settings__ > __Mobile network__ > __Mobile data__ >  __Preferred network mode__ > Select __LTE/WCDMA/GSM auto__ |
| LG         | G8X ThinQ  | Android 9.0   | __Settings__ > __Network & Internet__ > __Mobile networks__ > __Network mode__ > Select __GSM/WCDMA/LTE auto__                       |
| Moto       | G7 Play    | Android 9.0   | __Settings__ > __Network & Internet__ > __Mobile network__ > __Advanced__ > __Preferred network type__ > Select __LTE__ (recommended) |
| Samsung    | Galaxy A71 | Android 10    | __Settings__ > __Connections__ > __Mobile networks__ > __Network mode__ > Select __LTE/WCDMA/GSM (auto connect)__ |

  </div>

<br><br>__Related help pages:__
- [VoLTE (Voice over LTE)](https://www.koodomobile.com/en/help/volte)

How to: Activate LTE on your mobile device

STIR/SHAKEN is a set of network tools used to verify the true calling number.

On STIR/SHAKEN-capable handsets, eligible calls may show as “verified.” All calls that don’t show as “verified” will show as normal calls.

Please note that as of November 30, 2021, at the time of launch, the majority of calls won’t be eligible to be verified and will continue to show as normal calls.

__Heads up!__ STIR/SHAKEN doesn’t block calls.

If you’re a Koodo customer on a monthly plan and are looking for a feature that will block nuisance calls, consider adding the [Call Control](https://www.koodomobile.com/en/help/call-control) feature to your line. Call Control is a free feature that can effectively block nuisance calls by automatically screening out robo-callers.

__Good to know:__ The calls screened by Call Control won’t show as “verified” by STIR/SHAKEN. This could change in the future as we implement more network integration and upgrades.

<div class="collapsible">
  <h3> Which calls are eligible for STIR/SHAKEN verification? </h3>
</div>
<div class="content">

Only fully Internet Protocol to Internet Protocol (IP to IP) Canadian calls can be validated on STIR/SHAKEN-capable handsets. Currently, most calls aren’t fully IP to IP, so they’ll continue to be displayed as normal calls.
  </div>

<div class="collapsible">
  <h3> Does my phone support the STIR/SHAKEN feature? </h3>
</div>
<div class="content">

At the time of launch on November 30, 2021, most phones aren’t capable of supporting STIR/SHAKEN, so they won’t display “verified” for incoming calls. These phones will continue to display calls as they normally do today.
Once your phone is capable of supporting STIR/SHAKEN, validated calls will automatically be displayed on your handset as “verified.” No action will be required of you.
  </div>

<div class="collapsible">
  <h3> Does STIR/SHAKEN block calls? </h3>
</div>
<div class="content">

No, STIR/SHAKEN will only show validated calls as “verified” or display calls as normal.
  </div>

<div class="collapsible">
  <h3> Good to know </h3>
</div>
<div class="content">

“Verified” only guarantees that the calling number displayed is showing the true number and is not spoofed. The actual call may still be an unsolicited or nuisance call.
  </div>

__Related help pages:__
- [Call Control](https://www.koodomobile.com/en/help/call-control)

The STIR/SHAKEN feature for mobile phones 

### What is Koodo Action?

Koodo Action with Google Home & Google Assistant allows you to easily check your account balance, check your data usage, get travel-ready, and add data to your account, all by using simple voice commands with Google devices.

### Action Features

There are loads of handy things that you can do with Koodo Action. Here are some helpful features:

| __Data__                                                                  | __Billing__                                                     | __Easy Roam__                                                                                        |
|---------------------------------------------------------------------------|-----------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------|
| Check your mobile data usage                                              | Check your total bill                                           | Check to see if you already have Easy Roam on your account                                                |
| Purchase more data (only available on Google Assistant, not home devices) | Find out when your bill is due and get you details on your bill | Add Easy roam to your account (Only available on Google Assistant, not home devices) |

### Action Setup

It’s easy to link Koodo Action to your Koodo account. Once set-up, the Koodo action will work across Google Assistant and all Google Devices associated with your Gmail account.

1. Open your Google Assistant or Google Home App & go to “Explore section”
2. Search for “Koodo” in the Explore section
3. Select the Koodo Action
4. Once in the Koodo Action, click “Link”
5. Use your Koodo Self-Serve Credentials to link the Action
6. Accept the permissions for the Action to connect with your Koodo account
7. Your account is now linked! Try it on Assistant by saying “Talk to Koodo”
8. If you have a Google Home, try it by saying “Hey Google, Open Koodo"

### Configuring Koodo Action

It’s simple to configure Koodo Action on a Google Home or via Google Assistant, here’s how:

1. Go to your Google Assistant say “Talk to Koodo” or Google Device and say, “Hey Google, Open Koodo”
2. If you are using a Google Home
  - The first time you use Koodo Action, you will be asked to create your “Voice PIN” (The     Voice PIN is a 4 digit pin that is used to make any account change. For example, to add data to your account you will need this Voice PIN.  For security reasons make sure to keep the Voice PIN safe from your friends and family!)
  - Once the Voice PIN has been configured, the Koodo Action is ready to use on Google Home!

__The difference between Koodo on Google Home & Google Assistant__

|                  | Google Home                                                                       | Google Assistant                                                                                                                                                                                                                                                                                       |
|------------------|-----------------------------------------------------------------------------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| Features         | Check Your Bill, Check your data usage, Check if you have a roaming pass          | All Google Home features + ability to make purchases                                                                                                                                                                                                                                                   |
| Make Purchases   | Not Available                                                                     | Ability to Purchase Data and Roaming passes.  <br> - You will be required to put a Credit Card on Google Payments – this card __WILL NOT__ be charged, all purchases will be added to your monthly bill.</br><br> - To make a purchase you will be required to use your Google Payments Password </br> |
| Using the Action | To start, say:<br>“Hey Google, Open Koodo”</br> <br>“Ok Google, Open Koodo” </br> | To start, open the Google Assistant App and say:<br></br>“Talk to Koodo”                                                                                                                                                                                                                               |

### Using Koodo Action
__How do I start Koodo Action?__

- To start Koodo Action on Google Assistant, just say: “Talk to Koodo”
- To start Koodo Action on Google Home, just say: “Hey Google, Ask Koodo” or “Hey Google, Open Koodo

__How do I use the Action?__
There are plenty of ways to use Koodo Action with Google, here are some common tasks you can try out:

- For billing say: "What’s my bill" or say, "When is my bill due"
- For Data say: " What's my data usage?" or say, " Add more data"
- For Travel say: "Tell me about about Easy Roam" or say, "I am traveling to Spain, what are my options?"
- To find out current deals say: "What are the current deals“
- For Help: Say, "HELP" at any time, or if you have a specific question say: “Help with data” or “Help with billing” and so on

### Troubleshooting

<div class="collapsible">
  <h3>How do I check if my Google device is working?</h3>
  </div>
<div class="content">
When you say, “Hey Google” to your Google device you should see the lights on the top appear to indicate it has heard you. If you don’t see the lights, check the power connection to make sure the device has a power supply and try again. Depending on the device you are using (Google Home vs. Google Mini), different colours and speeds of flashing lights mean different things. If you are having difficulties getting your device to work visit Google Home Help to troubleshoot your device and better understand what issue your device may be having.
</div>

<div class="collapsible">
  <h3>How do I check if my Google device is connected to internet?</h3>
</div>
<div class="content">
Google devices like your Google Home are programmed to give educated feedback. This means that if the device is not connected to wifi, it will tell you. You can also try asking Google a simple question like, “what is the weather?” It should tell you the weather in your location. If it doesn’t, then go to Google Home app and follow the steps to setup a Google device.
</div>

<div class="collapsible">
  <h3>What is the difference between the Google Payments Password and my Voice PIN?</h3>
  </div>
  <div class="content">
The Koodo Voice PIN is used to authenticate you as a user when you want to inquire about your account on Google Home (ie. What is my bill or how much data have I used).
<br>
When you want to make a purchase over the Google Assistant, your Google Payments Password (or Touch ID) will be used to provide consent to the purchase. Please note that any purchases that are made in the Koodo Action will go directly to your Koodo Bill, not to your credit card on file with Google.
</div>

<div class="collapsible">
<h3>How can I change my PIN?</h3>
</div>
<div class="content">
If you need to reset your voice PIN for any reason you can take these steps:
<br>
1. Start by saying, “Hey Google, open Koodo”<br>
2. Once you’re in Koodo say, “Change my PIN”<br>
3. If you know your current Voice PIN you can now provide that and you will be prompted to create a new one<br>
4. If you don’t know your current Voice PIN, request a reset PIN. You can do this by saying, “Reset my PIN”<br>
5. Go to the email associated with your Koodo MyAccount Login. Here you’ll find a temporary PIN which is valid for 30 minutes<br>
6. Use your temporary PIN within 30 minutes to complete steps 1-3 (with your temporary PIN acting as your current PIN in Step 3)<br>
  </div>

<div class="collapsible">
  <h3>How do I check if my Koodo account is linked to my Google device?</h3>
</div>
<div class="content">
Say “Hey Google, Open Koodo”
<br>
  <h3>Your account is NOT linked if you hear this message:</h3> “Welcome to Koodo. I can help you with current deals, contact Koodo and Help. To get the full experience, please link your Koodo account on Google Home App”
<br>
<h3>Your account IS linked if you hear this message:</h3> "Welcome to Koodo. I can help you with billing, data, travel, current deals, call or message your friends. What would you like to do?”
</div>

<div class="collapsible">
  <h3>How can I check that a data package or roaming pass has been added to my account?</h3>
</div>
<div class="content">
Koodo Action confirms the transaction on the Google device and sends you a confirmation message. If for whatever reason, you don’t get a confirmation message you can go to self-serve portal to check the status of your account. There you will be able to see if the data package or the roaming passes has been added to your account.
</div>

<div class="collapsible">
  <h3>Is the Koodo Action available in French?</h3>
</div>
<div class="content">
The Koodo Action is available in the French language. Please note, to use the Action in French both your mobile device and your Google Home/Assistant preference must be set to French.
</div>


Want to find out how to use Koodo Action with your Google Home or Google Assistant? Look no further.

Koodo Action with Google Home & Google Assistant

### What is Koodo Skill?
Koodo Skill with Amazon Echo and Alexa allows you to easily check your account balance, check your data usage, get travel-ready, and add data to your account, all by using simple voice commands with Amazon Echo devices.

### Skill Features
There are loads of handy things that you can do with Koodo Skill. Here are some helpful features:

| __Data__                     | __Billing__                                                 | __Easy Roam__                                       |
|------------------------------|-------------------------------------------------------------|-----------------------------------------------------|
| Check your mobile data usage | Check your total bill                                       | Check if you already have Easy Roam on your account |
| Purchase more data           | Find out when your bill is due and get details on your bill | Add Easy Roam to your account  |

### Skill Setup

It’s easy to link Koodo Skill on your Koodo account, here’s how:

1. Login into your Alexa Amazon app or web portal
2. Go to Skills section
3. Search for Koodo skill
4. Press “Enable” – this will direct you to the Koodo Self Serve login page
5. Once you have logged in, you will be redirected to a Terms of Service Acceptance Page
6. After accepting you will be directed to an Amazon page telling you the account is now linked

### Configuring Koodo Skill

It’s simple to configure Koodo Skill on an Echo device, here’s how:

1. Go to your Echo Device and say, “Alexa, Open Koodo”
2. The first time you use Koodo Skill, you will be asked to create your “Voice PIN” (The Voice PIN is a 4 digit pin that is used to make any account change. For example, to add data to your account you will need this Voice PIN. (For security reasons make sure to *keep the Voice PIN safe from your friends and family*!)
3. Once the Voice PIN has been configured, the Koodo Skill is ready to use!

### Using Koodo Skill

### How do I start Koodo Skill?
To start Koodo skill, just say: “Alexa, Ask Koodo” or “Alexa, Open Koodo”

### How do I use the Skill?
There are plenty of ways to use Koodo Skill with Alexa, here are some common tasks you can try out:

- For billing say: "Alexa ask Koodo what’s my bill" or say, "Alexa ask Koodo when is my bill due"
- For Data say: "Alexa ask Koodo what's my data usage?" or say, "Alexa ask Koodo to add more data"
- For Travel say: "Alexa ask Koodo about Easy Roam" or say, "Alexa ask Koodo that I am traveling to Spain, what are my options?"
- To find out current deals say: "Alexa ask Koodo what are the current deals“
- For Help: Say, "HELP" at anytime, or if you have a specific question say: "Help with data" or “Help with billing” and so on

### Troubleshooting

<div class="collapsible">
  <h3>How do I check if my Echo device is working?</h3>
  </div>
  <div class="content">
When you say, “Alexa” to your Echo device you should see a blue light. If you don’t see a blue light, check the power connection to make sure the device has a power supply and try again. If the blue light doesn't appear after this, you may have a hardware issue (for any hardware issues or questions, contact Amazon).
</div>

<div class="collapsible">
  <h3>How do I check if my Echo device is connected to internet?</h3>
  </div>
  <div class="content">
Amazon devices like your Echo are programmed to give educated feedback. This means that if the device is not connected to wifi, it will tell you. You can also try asking Alexa a simple question like, “what is the weather?” It should tell you the weather in your location. If it doesn’t, then go to Alexa app or Alexa web app and follow the steps to setup an Echo device.
  </div>

  <div class="collapsible">
    <h3>How can I reset my PIN?</h3>
    </div>
  <div class="content">
If you need to reset your voice PIN for any reason you can take these steps:
<br>
  <br>
1. Start by saying, “Alexa, open Koodo”<br>
2. Once you’re in Koodo say, “Change my PIN”<br>
3. If you know your current Voice PIN you can now provide that and you will be prompted to create a new one<br>
4. If you don’t know your current Voice PIN, request a reset PIN. You can do this by saying, “Reset my PIN”<br>
5. Go to the email associated with your Koodo MyAccount Login. Here you’ll find a temporary PIN which is valid for 30 minutes<br>
6. Use your temporary PIN within 30 minutes to complete steps 1-3 (with your temporary PIN acting as your current PIN in Step 3)
  </div>

  <div class="collapsible">
  <h3>How do I check if my Koodo account is linked to my Echo device?</h3>
  </div>
<div class="content">
Say “Alexa, Open Koodo”
<br>
  <br>
  <h3>Your account is NOT linked if you hear this message:</h3>	“Welcome to Koodo. I can help you with current deals, contact Koodo and Help. To get the full experience, please link your Koodo account on Amazon Alexa web or app”
<br>
  <br>
<h3>Your account IS linked if you hear this message:</h3>	"Welcome to Koodo. I can help you with billing, data, travel, current deals, call or message your friends. What would you like to do?”
</div>

<div class="collapsible">
  <h3>How can I check that a data package or Easy Roam has been added to my account?</h3>
  </div>
  <div class="content">
Koodo Skill confirms the transaction on the Alexa/Echo device and sends you a confirmation message. If for whatever reason, you don’t get a confirmation message you can go to self-serve portal to check the status of your account. There you will be able to see if the data package or Easy Roam has been added to your account.
</div>

<div class="collapsible">
  <h3>Is Alexa available in French?</h3>
  </div>
  <div class="content">
Amazon Alexa is not currently available in the French language.
  </div>


Want to learn how to use Koodo Skill with Amazon Alexa? Read all about it here. 

Koodo Skill with Amazon Echo & Alexa

## Canada-wide Alerts

__Percentage Alerts__

With Koodo Shock-Free Data®, we’ll text you when you reach 50%, 90% and 100% of your monthly data limit. When you reach 100% of your data limit, we pause your data and you can choose if you want to add more, right from your phone.

Starting February, 2018 (at the beginning of your new bill cycle), somebody on the account with authority will be able to unpause data by adding a one-time data top-up or pay-per-use from their phone or via Self Serve at koodo.com/selfserve. A customer without [authority](https://www.koodomobile.com/help/permissions "authority") will need to contact somebody on the account with authority to unpause data via Self Serve at koodo.com/selfserve.

__Dollar Alerts__

Starting February 2, 2018 (rolled out by bill cycle), all customers on an account will receive a text alert and their data will be paused when their account has reached $500 in data overage charges. Any one time data top-up or pay-per-use charges incurred by any subscriber on the account will contribute to the data overage charges for the account. To resume data usage, schedule a callback via [Koodo Assist](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support), and one of our reps will be happy to help you with this. 

You can track your data usage in real-time in [Self Serve](https://koodo.com/selfserve "Self Serve").

__How to set up data usage alerts:__

1. Log in to [Self Serve](https://www.koodomobile.com/selfserve)
2. From the Self Serve dropdown menu, select __Usage__
3. Select "Change data settings" 
4. On the "Data settings" page, mark each data alert check box that you want to apply to your account, then Save your preference.

## Roaming Alerts

Starting February 2, 2018 (rolled out by bill cycle), all customers on an account will receive an SMS alert at the following account level thresholds of pay-per-use roaming data:

- $25
- $50
- $75

When the account reaches $100 in pay-per-use data roaming charges, roaming data will be paused for all customers on the account and they will receive an SMS alert.

Customers with authority on the account can unpause roaming data for everyone on the account by replying to the SMS alert or through [Self Serve](https://koodo.com/selfserve).

Customers with [authority](https://www.koodomobile.com/help/permissions "authority") who have an email address on file will receive email notifications when someone on their account is roaming.

When the account reaches $500 in roaming data charges, roaming data will be paused for everyone on the account. To resume data usage, schedule a callback via __Koodo Assist__, and one of our reps will be happy to help you with this.<br><br> 

__Related help pages:__
- [Data tips](https://www.koodomobile.com/en/help/data-tips)
- [Shock-Free® Data](https://www.koodomobile.com/en/help/shock-free-data)
- [Keeping track of your data usage](https://www.koodomobile.com/en/help/keeping-track-your-data-usage)
- [Monitoring your data in Self Serve](https://www.koodomobile.com/en/help/monitoring-your-data-self-serve)
- [How to: Pausing and resuming data](https://www.koodomobile.com/en/help/pausing-and-resuming-data)

With Koodo Shock-Free Data we'll let you know when you're reaching your limit. Find out about data usage alerts here. 

Data usage alerts


You can check your data usage in real time by logging in to your [Self Serve](http://koodomobile.com/selfserve) account. Select __Usage__ from the __Self Serve__ dropdown menu.

Click __View details__ to access your data history for your current cycle, your previous cycle, and from the previous 2 months.

Here’s a list of your phone’s features that use data.

| Feature   | Uses data     |
| ---------- | ---------- |
| Voice calling       | No       |
| Text messaging       | No       |
| Picture messaging*       | No       |
| Email	       | Yes       |
| Instant messaging (iMessage, WhatsApp)       | Yes       |
| Internet and map browsing       | Yes       |
| Social media updates (Facebook, Instagram, etc)       | Yes       |
| Music and video streaming       | Yes       |
| Video calls and some voice apps (i.e. Skype)**       | Yes       |
| App downloads, add-ons and updates       | Yes       |
| GPS (i.e. Google Maps app)       | Yes       |
| Weather apps       | Yes       |
| Online gaming       | Yes       |

### Managing additional data charges 
Learn about when additional data charges apply, data top-ups, data pay-per-use rates, and data usage notifications. 

<div class="collapsible">
  <h3> How data usage is reported </h3>
</div>
<div class="content">

When reviewing your data usage, you may see instances where multiple "chunks" of data appear to have been consumed at the same time.

The time indicated is when the data session began. But in a single session, you may have incurred multiple instances of data usage. For example:

- You may have watched a video, then left for a few minutes before watching another video
- You may have set up a personal hotspot, then the device that's tethered to yours used some data

When these instances happen in a single session, the data usage chart will show several instances of data usage, all with the same start time.

Also, sometimes when larger amounts of data are consumed, the reporting may be split into smaller segments. For example, if a video consumed 7.2 MB of data, you may see it reported as 5 MB and 2.2 MB, with the same start time.
  </div>

<div class="collapsible">
  <h3> Tips for reducing data use (ANDROID) </h3>
</div>
<div class="content">

- In several applications, like Facebook or Netflix, it’s possible to disable videos playing automatically over cellular data or to reduce the quality playback in the app settings.
- While surfing on the web, enable Data Saver in Chrome settings and Google server will compress the web traffic for your device.
- Some Samsung devices have a Download booster option in the settings that speed up downloads by using both Wi-Fi and cellular connections at the same time. Turning the setting off will prevent the automatic cellular data use on large files downloads.

__Use Wi-Fi whenever possible__

1. From the Home screen, either swipe down from the top of the screen or select the Apps icon.
2. Select Settings.
3. Select Wi-Fi.
4. If Wi-Fi is off, switch to the on position.
5. Select the Wi-Fi network you want to use.
6. If required, enter the password and select Connect.
7. Your device is now connected to the Wi-Fi network. Successful connection is indicated by a Wi-Fi symbol at the top of your display.

__Note:__ Some of the images displayed may appear slightly different depending on the software version your device is currently running.

__Turn off cellular data__

1. Either swipe down from the top of the screen or select the Apps icon.
2. Select Settings.
3. Select Data Usage.
4. The image and location of this menu varies depending on the device being used and is included on devices purchased after 2011. Some devices require you to select More before tapping on Data Usage.
5. Swipe or select the Data switch to the off position.
6. Select OK when the Mobile Data message appears. This will completely turn off your mobile data connection.

__Notes:__

- You’ll still be able to connect to the internet and use apps as normal if you’re connected to a Wi-Fi network.
- The amount listed besides the date range represents the total amount of data used between the two dates

__Turn off all background data__

Many apps transfer cellular data in the background. This means that an app may download data when you're not using it.

- Either swipe down from the top of the screen or select the Apps icon.
- Select Settings.
- Select Data Usage.

__Note:__ The image and location of this menu varies depending on the device being used and is included on devices purchased after 2011. Some devices require you to tap on More before tapping on Data Usage.

- Select Menu.

__Note:__ The image of this menu varies depending on the device being used. Tap the one that applies.

- Select Restrict Background Data.

__Turn off the background data for specific apps.__

Many apps transfer cellular data in the background. This means that an app may download data when you're not using it. You can control which apps have access to your data on an individual basis and limit some applications to Wi-Fi only.

1. Either swipe down from the top of the screen or select the Apps icon.
2. Select Settings.
3. Select Data Usage.

__Note:__ The image and location of this menu varies depending on the device being used and is included on devices purchased after 2011. Some devices require you to tap on More before tapping on Data Usage

4. Scroll down the list & tap the app you wish to restrict.
5. Swipe or select the off position.
6. Select OK when the restrict message appears.

__Turn off personal hotspot__

1. Either swipe down from the top of the screen or tap the Apps icon.
2. Select Settings.
3. Select Mobile Hotspot and Tethering.
4. Select Mobile Hotspot.
5. Move the slider to the off position.

__Set data usage blocks and limits__

1. Either swipe down from the top of the screen or select the Apps icon.
2. Select Settings.
3. Select Data Usage.

__Note:__ The image and location of this menu varies depending on the device being used and is included on devices purchased after 2011. Some devices require you to tap on More before tapping on Data Usage.

4. To start, ensure that Mobile Data and Mobile Data Limit are both on.
5. If you ever receive a data usage pop up, simply select OK.
6. Move the Warning slider up or down to the desired amount. From now on, your phone will notify you whenever you reach this threshold.
7. Move the Limit slider up or down to the desired amount. From now on, your phone will automatically block all cellular data traffic when you reach this threshold.

__Note:__ There are three ways to continue using cellular data once the limit you’ve set has been reached:

- Increase the limit by moving the slider up
- Turn the Data Limit switch off
- Wait to receive a new monthly allowance of data when your next bill cycle starts

The most effective way to use data warnings and limits is to adjust the billing cycle so that your phone's data usage meter resets on the same day that your billing cycle starts.

1. Select the Date field.
2. Select Change Cycle.
3. Select the day of the month that your billing cycle starts and select Set.

  </div>

<div class="collapsible">
  <h3> Tips for reducing data use (APPLE) </h3>
</div>
<div class="content">

- Wi-Fi Assist is a feature on iOS 9 or later that automatically switches to cellular data, if the Wi-Fi connection is poor. You can turn it off in the Settings to manage your data use.
- From the Settings menu, you can also verify individual applications, such as iCloud Drive, Podcasts, iMovie, etc. to ensure that Use cellular data is off.
- Within several applications, such as Facebook or Netflix, it is possible to disable videos playing automatically over cellular data or reduce the quality playback in the app settings.

__Use Wi-Fi whenever possible__

Whenever you are near a trusted Wi-Fi network use the Wi-Fi receiver in your device to save your cellular data.

1. From the Home screen, select the Settings icon.
2. Select Wi-Fi.
3. Switch Wi-Fi to the On position.
4. Select the name of the Wi-Fi Network you wish to join.
5. If required, enter the password and select Join.

__Note:__ After you join the network, you'll see a checkmark next to the network name and a Wi-Fi icon will appear in the upper-left corner of your display.

__Turn Off Cellular Data__

To stop using cellular data you can cut access to it using the settings options on your device.

1. Select the Settings icon.
2. Select Cellular.
3. Position the slider to the Off position.

__Note:__

- A Wi-Fi network allows you to connect to the internet and use apps even if cellular data is turned off.
- The amount listed under Current Period in the Cellular Data Usage section represents the total amount of cellular data used since the last counter reset.
- To view the date of the last reset simply scroll to the bottom of the menu.
- To reset the counter simply tap Reset Statistics two times.
- To track your usage on a monthly basis, you can reset this counter on the first day of your bill cycle.

__Limit App Usage__

You can control which apps have access to your data on an individual basis and limit some applications to Wi-Fi only.

1. Select the Settings icon.
2. Select Cellular.
3. Scroll down the screen to reveal the different apps that are using your cellular data. The amount of data used by each app is listed under the app. No figure means no cellular data usage.
4. Toggle the on/off switches to control which applications can use cellular data.

__Turn Off Personal Hotspot__

1. Select the Settings icon.
2. Select Cellular.
3. Select Personal Hotspot.
4. Move the slider to the OFF position.

__Turn Off Push Notifications__

Push notifications are alerts from specific apps that relate to some kind of new information that are pushed to your device regardless of whether you are using the app or not. Although it’s not possible to disable all push notifications at once, it can be done on a per app basis.

1. From the Home screen, select the Settings icon.
2. Scroll down and select Notifications.
3. Select the App you wish to turn off.
4. Move the slider to the OFF position.

__Turn Off Background App Refresh__

Many apps transfer cellular data in the background. This means that an app may download data when you're not using it.

1. Select the Settings icon.
2. Scroll down and select General.
3. Scroll down and select Background App Refresh.

__Note:__ To turn off background updates for All apps, move the slider to the Off position. To turn on background updates for individual apps, turn the slider to the On position and turn on the individual app switch to the desired position.
  </div>

<div class="collapsible">
  <h3> Additional data charges </h3>
</div>
<div class="content">

If the monthly data on your account is used up before the end of your billing cycle, you can purchase additional data by adding a __data top up__ or use additional data at the __pay-per-use rate__.

Pay-per-use data will be charged on a per-line basis on all multi subscriber accounts.

Data pay-per-use rates may vary depending on which plan you are on. Contact us through live chat, email or phone for your plan’s details.
  </div>

<div class="collapsible">
  <h3> Using data while outside Canada </h3>
</div>
<div class="content">

When travelling in the US or over 150 international destinations with Easy Roam, you will continue to use the same monthly data that you use while you’re in Canada. If you use up all your data you can add a data top-up or pay the same pay-per-use data rate just like when you’re at home.

To learn more about Easy Roam click [here](https://www.koodomobile.com/en/help/easy-roam).
  </div>

<div class="collapsible">
  <h3> Data usage notifications </h3>
</div>
<div class="content">

Koodo will notify you about your monthly data usage and any additional data charges on the account by text message. To learn more about data usage alerts, click [here](https://www.koodomobile.com/en/help/data-usage-alerts). 

While data usage notifications are close to real-time, usage meters can be delayed by up to 6 hours. All usage information is approximate. Please refer to your monthly invoice for final charges.

To learn about Shock-Free Data, click [here](https://www.koodomobile.com/en/help/shock-free-data).
  </div>

---

*Data must be enabled on your phone for picture messaging to function properly. That means you can only send a picture or video message if your data is turned on. Data used for picture messaging won’t be charged or deducted from your data add-on or plan. If your data is blocked or turned off, your picture or video messages will not be sent or received.

**Voice calls through third-party apps like Facebook, Skype, and Whatsapp use data. If these apps are using WiFi, you won't be charged for data. <br><br>

__Related help pages:__
- [Shock-Free® Data](https://www.koodomobile.com/en/help/shock-free-data)
- [How to: Pausing and resuming data](https://www.koodomobile.com/en/help/pausing-and-resuming-data)

Remembering to keep track of your data usage can be tough. With Koodo it's easy, you can check it anytime in Self Serve!

Keeping track of your data usage

### What is the Koodo Wireless Home Phone?
With our [wireless home phone](https://www.koodomobile.com/phones/wireless-home-phone), you can make calls at home like you used to. It’s our answer – no pun intended – to a traditional home phone, but better. It operates on Koodo’s awesome wireless network instead of using traditional copper lines, which means you get more features for less money.

### The basics
- Unlimited nationwide calling on Canada’s largest wireless network
- Bring your existing home phone number with you
- No contract or Tab required
- Use your home phone throughout your house, all you need is cell service
- No WiFi or technician assistance needed
- Costs less than a traditional landline phone
- Have a second home? Bring your home phone handset and hub with you, and use your phone as you normally would, same number and all
- Texting, data usage or faxing are not included

<div class="collapsible">
  <h3> Setting up your Koodo Wireless Home Phone </h3>
</div>
<div class="content">

So you’ve got a fancy new home phone. Here’s how to get started.

1. Insert the SIM card into the tray located under the battery cover on the bottom of the wireless home phone hub.
2. Insert the battery pack and close the cover.
3. Connect your home phone handset to the wireless home phone hub using the phone cable supplied.
4. Plug the wireless home phone hub into a power outlet located in an area that gets good mobile reception.
5. Turn the power on and start dialing!

  </div>

<div class="collapsible">
  <h3> Accessing Voicemail </h3>
</div>
<div class="content">

Setting up voicemail on the Koodo Wireless Home Phone is easy! Just press 1 and follow the prompts. __Good to know:__ The steps are the same for both setting up and accessing voicemail.
  </div>

<div class="collapsible">
  <h3> Compatible handsets </h3>
</div>
<div class="content">
All home phone handsets are compatible with our wireless home phone, except for rotary phones. Our wireless home phone also supports cordless phones that are connected to the base station, so you can receive calls throughout your home.
  </div>

<div class="collapsible">
  <h3> Call quality </h3>
</div>
<div class="content">
Since the wireless home phone requires cell service, you’ll need to make sure that your wireless home phone hub is located in an area that receives good cell reception. You’ll also get better service near a window. Be sure to avoid locating your hub in the basement.
  </div>

<div class="collapsible">
  <h3> Call Waiting </h3>
</div>
<div class="content"> 

Press *43# or #43# to enable or disable call waiting features.

When you’re on a call and another one comes in, you’ll hear two tones. Press the Flash (or Phone/Talk) key to hold the current call and accept the waiting call.

You can press the Flash (or Phone/Talk) key again to switch back and forth between calls.

__To end the current call and accept the waiting call:__
Press 1, followed by the Flash (or Phone/Talk).

__To reject the call:__
Press 0, followed by the Flash (or Phone/Talk) key.
  </div>

<div class="collapsible">
  <h3> Call Forwarding </h3>
</div>
<div class="content">

__To forward a call:__ * 21 * to set up and #21# to disable

__To forward when busy:__ * 67 * to set up and #67# to disable

__To forward when incoming calls go unanswered:__ * 61 * to set up and #61# to disable

__To forward when unreachable:__ * 62 * to set up and #62# to disable

1. Dial the 10-digit number of which you want to forward your calls.
2. Press the # key.
3. Wait to hear a confirmation tone for the forwarding to complete before hanging up.
  </div>

<div class="collapsible">
  <h3> Conference calling </h3>
</div>
<div class="content">

1. When you’re on a call, press the Flash (or Phone/Talk) key on your phone to put the first call on hold.

2. When you hear a dial tone, dial the second number.

3. When you’re connected to the second party, press the Flash (or Phone/Talk) key again to complete the three way connection.

### Extra tips
1. If the second party doesn’t answer, press the Flash (or Phone/Talk) key to end the connection and return to the first call.
2. If one of the people you called hangs up during your call, you and the remaining caller stay connected.  
  </div>

<div class="collapsible">
  <h3> User guides  </h3>
</div>
<div class="content"> 
For any other questions about the Koodo Wireless Home Phone, see our user guides:<br><br>

- [Alcatel LINKHUB User Manual Koodo - English](https://assets.ctfassets.net/8cecwr1x4jkf/2MUxRB8s9Puj0uHwAP0c27/6f3a6d8a1af340bb9b04bccda059c2d1/Alcatel_LINKHUB_User_Manual_English_KOODO.pdf "user manual")

- [Alcatel LINKHUB CA Quick Start Guide Koodo - English](//assets.ctfassets.net/8cecwr1x4jkf/4OPRwwPLFiShNbCXO48Te4/8646647664bf5869841dab832054a53f/Alcatel_LINKHUB_CA_English_Quick_Start_Guide_Koodo__0_.pdf).

- [WF723 Wireless Home Phone User Guide Koodo - English](//assets.ctfassets.net/8cecwr1x4jkf/65DzeTDlKYX8YIQM12zS6C/d4b5f523c345bc4e9a43a97e8f66c0ee/WF723CA_User_Guide__Telus_-EN.pdf)

  </div>

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

__When I try to add a Koodo home phone to my plan, it says "Not available." Why is this?__

A wireless home phone can't be added to an existing plan, so you'll need to [add a new line](https://www.koodomobile.com/phones/wireless-home-phone).
  </div>

<br><br>
__Related help pages:__

- [Transferring your number to Koodo](https://www.koodomobile.com/en/help/moving-your-number-koodo) 
- [Things to know about cancelling your Koodo services](https://www.koodomobile.com/en/help/things-know-about-cancelling-koodo)

The Koodo wireless home phone, it's like a home phone but better! Find out more here. 

The 101 on Koodo wireless home phone

If you’re a Self Serve account holder/owner who would like to give other existing users __manager access__ to your online account, follow the steps below:

1. Log into Self Serve, go to your __My Profile__ page, and select __People and permissions__.
2. Check for any user requests to become a __Manager__ on your account.
3. You may choose to __accept__ or __decline__ manager requests. You can view all accepted requests in the Role Management __table__ detailing the customer names, e-mail addresses, and roles. 

__Note:__ Requests may only be received from users who have existing accounts in Self Serve.

__Good to know__
- Access requests can be initiated by an Account Manager only.
- Account Managers must have a valid email that is different from the account holder. Each person will have their own email and password to log into the account.

<br><br>
__Related help pages:__
- [Transfer of Ownership (TOWN)](https://www.koodomobile.com/en/help/transfer-of-ownership-town)
- [Permissions](https://www.koodomobile.com/en/help/permissions)


Giving manager access to users on your Self Serve account

Conference Calling is a call feature that lets multiple people dial into one shared phone call/conversation. The first call can be incoming or outgoing, but each subsequent call must be initiated by the caller who wants to join everyone.

<div class="collapsible">
  <h3> How many people can be on one conference call? </h3>
</div>
<div class="content">

One conference call can have up to 3 people, including the person who initiates the conference.
  </div>

<div class="collapsible">
  <h3> How do I start a conference call? </h3>
</div>
<div class="content">

1. Dial the first number
2. Tap "Add call"
3. Dial the second number you want to add
4. Tap “Merge"
  </div>

<div class="collapsible">
  <h3> How do I end a conference call? </h3>
</div>
<div class="content">

Tap "Send" to end the call with the second person added. You’ll then stay connected to the first person.
Tap "End" to end both calls.
  </div>

<div class="collapsible">
  <h3> What if my plan doesn’t have unlimited minutes? </h3>
</div>
<div class="content">

If you don’t have unlimited minutes and are the one __initiating the conference call__: 

You’ll be using the minutes from your plan for every call you make to each person. 

__Example:__ If you’re on a call with your sister for 5 minutes, then decide to add your brother to the call, and all three of you are on the call for 15 minutes, you’ll be considered to have used 35 minutes total for both calls, as __each call uses minutes independently__. 

Here’s the breakdown for the person making the conference call:

- 5 mins (first phone call) + 15 mins (conference call) = 20 mins 
- +15 mins (when second call (brother) was added) brings the total to 35 minutes for both calls

If you don’t have unlimited minutes and are __invited to join a conference__:

You’ll be using the amount of minutes you were on that call for.
  </div>

<div class="collapsible">
  <h3> What if one of the people I want to call is outside of the country? </h3>
</div>
<div class="content">

If they’re outside of the country, long distance charges may apply, based on your rate plan.
  </div>

<br><br>__Related help pages:__
- [Long distance calling](https://www.koodomobile.com/en/help/long-distance-calling)
- [Using Canada-wide minutes](https://www.koodomobile.com/en/help/using-canada-wide-minutes)


Conference calling

Here at Koodo we’re constantly working to prevent spam texts and other fraudulent communications from reaching our customers. There are actions you can take as well to not only [spot a spam message](https://www.telus.com/en/about/security/phishing-spam) but to report it to our team for investigation. The main things to remember if you receive a spam text message are:

- Forward the spam message to the shortcode 7726 (SPAM). If you're receiving more than one, we recommend putting 7726 into your contact list so it's easily remembered.

- Don't respond directly to the number that sent you the spam text. This will alert the spammer that your number is genuine and active.

- If you're not able to view the number or if it's email spam, forward us the entire message (along with the subject header if it's an email).

## How to forward a Spam text from your phone to 7726

### iPhone

1. Touch and hold the message
2. Select More
3. Select the message you want to forward, then select the arrow in the bottom right corner
4. Enter 7726
5. Select Send

### Android / Windows
1. Press the message (be careful not to activate / tap on a link)
2. Choose Forward (from the menu)
3. Forward to 7726

*Reporting spam to 7726 is free. Messages forwarded to 7726 don't count toward your data or messaging usage.

## How to report a Spam message directly from your phone

__iPhone (iOS 16 or newer)__

1. Tap __Report Junk__ under the message:

![Report junk - EN](//images.ctfassets.net/8cecwr1x4jkf/30EoUQNiReSwAlvdNfckb6/1ecd99ea5914b2c55377918313df0c09/Report_junk.PNG?w=300)

2. Tap on __Delete and Report Junk__:

![Delete and report - EN](//images.ctfassets.net/8cecwr1x4jkf/6luFFZiVYEi5wgciqFkW1k/4fa128bb0eed570116887b7e6d75a38c/Delete_and_report.PNG?w=300) <br><br>

__Android__

1. Tap __Report spam__ in the message pop up. 

![Report spam - EN](//images.ctfassets.net/8cecwr1x4jkf/6MoQR6yMmqVoTw5qcBzkaY/8fd2f65c16d79d4aaad9a8ccd8236fa4/Report_spam.PNG?w=300)

This message is automatic on unknown contacts. If ever the customer has dismissed it, they can still Report a spam message though 7726.

2. Tap to check __Block__ and tap __Report spam__:

![Block and report - EN](//images.ctfassets.net/8cecwr1x4jkf/5cxPjC5RjGWrB9ZU8awSha/e642b97f7a7bb93aa227a761083b55e8/Block_and_report.PNG?w=300) <br><br>

## iMessage Spam Reporting

The key difference between an iMessage and an SMS message is the colour of the text. An iMessage text appears in a blue bubble, whereas an SMS message appears in a green bubble. 

If the spam text you receive appears in green, you may need to report it using the steps above. 

If the spam is an iMessage and comes from someone not saved in your contacts, you'll see a message stating that "the sender is not in your contact list" and you'll have the option to Report junk.

Alternatively, you can send an email to imessage.spam@apple.com with this information:

- A screenshot of the message
- The email address or phone number that sent you the iMessage
- The date and time you received the spam iMessage

If you have further questions about spam messaging or any other messages you receive, don't hesitate to ask the [Koodo Community](https://community.koodomobile.com/) or reach out to us over on [Twitter](https://twitter.com/koodo?lang=en) or [Facebook](https://www.facebook.com/Koodo/)!


Report spam

You can change your add-ons by logging in to Self Serve. Here's how to do it.

1. Log in to your [Self Serve](https://koodomobile.com/selfserve) account.
2. Select __Self Serve__ at the top of the screen, and select __Mobile services__ from the drop-down menu.
3. Select the __Manage add-ons__ button.
4. Select the add-on(s) you want, review your changes, and select __Submit__.
5. Woohoo! You’ve changed your add-on. We’ll send you a confirmation email.

To delete an add-on, simply click the __x__ to the left of the add-on in the expandable box titled __Your current add-on(s).__

Want some info on Changing your add-ons with Koodo? Look no further!

Changing your add-ons

Nobody likes a surprise bill. Learn how to check your usage below, and never go overboard on your data again.

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 __Usage__ from the drop-down menu. A list of usage meters will show your airtime, data and messaging details.  
3. Select any of the coloured meters to view your usage details.

<br>__Green:__ Good stuff! You’re still within the data included in your plan for your current billing cycle.</br>
<br>__Orange:__ Warning! You’ve used up the majority of your usage.</br><br>__Grey/Expired:__ Oh no! You’ve reached your data limit.</br>
<br>__Red:__ Oops! You’ve reached the limit of your Shock-Free data plan in your current billing cycle, which means you’ve received a notification and agreed to unblock your data. You’re now paying the overage rate for additional data.</br>

### __Just so you know__

- You can set up both Canadian and international data usage alerts.<br><br>

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

__If one of the phones on my account reaches its data limit, can I, as the owner of the account, disallow that phone from adding more data?__

Yes, the account owner can remove this authorization from other phones on the account, so that they can't send SMS messages for more data. The owner can also choose not to give the other phone users Self Serve access, and this way the owner will be the only one who is able to add data.  

__Where can I find the details of my past usage, like from a previous month or from years ago?__

This information is shown in the __Usage__ section of your Self Serve account and goes as far back as __3 months__.

  </div><br><br>

__Related help pages:__
- [Data usage alerts](https://www.koodomobile.com/en/help/data-usage-alerts)

Monitoring your data in Self Serve

TELUS IP (Internet Protocol) Relay Service enables deaf and hard-of-hearing individuals to place and receive text-based relay calls from their personal computer (PC) and/or mobile device. A TELUS IP Relay operator will connect an IP Relay caller to a voice party. All calls are strictly confidential. All you need to use TELUS IP Relay is a PC with an Internet connection.

There is no charge for using the TELUS IP Relay Service to place local calls or long-distance calls within North America using a PC. For wireless smartphone devices, all applicable usage charges still apply. International calls are billed at regular long distance rates.

Calls placed through the TELUS IP Relay Service are also entirely confidential. TELUS IP Relay agents are professionally trained and follow a strict code of ethics. No record of conversation content is retained.

### How to reach TELUS IP Relay
You can reach TELUS IP Relay through a computer or mobile device.

- http://iprelay.telus.net/ (IP to Voice)
- 1-877-584- 4747 (Voice to IP)
- IP to IP calls are not supported

### How TELUS IP Relay works for IP users
A person who is deaf, hard of hearing, or speech disabled uses a PC or wireless web-enabled device to type his or her conversation to a TELUS IP Relay agent, who then reads the typed conversation to the other party. The TELUS IP Relay agent then types the other party's spoken words back to the IP Relay user.

### Getting started

*PC requirements:*

- Internet connection (DSL, Cable, T1, etc.)
- Internet browser (Microsoft Internet Explorer 6 or 7, Apple Safari 4 or greater, Mozilla Firefox 3.5 or greater, Google Chrome)
- Computer

*Wireless smartphone requirements:*

- Smartphone with QWERTY keyboard
- Web browser supporting AJAX and Javascript (e.g. Bolt browser for Blackberry devices and Skyfire browser for Windows mobile devices)
- Please refer to your smartphone user guides for more information

1. Connect to http://iprelay.telus.net/ from your PC or wireless device. If this is your first time using the service, select __Register for a new account__ and follow the registration process.
2. Log on to TELUS IP Relay with your access number and password
3. In the __Make a call__ tab, enter the phone number in the "number to dial” field".
4. The TELUS IP Relay agent will answer by typing "Welcome to TELUS IP RELAY SERVICE, this is operator #, my name is (agent's name), followed by GA (for "go ahead").
5. The TELUS IP Relay agent will dial the number and will let you know how the connection is progressing (e.g. ringing 1…2…3…), inform you when someone answers, and then give the person's gender in brackets (e.g. (f) female, (m) male).

### Tips for voice users

- Remember to speak directly to the IP Relay user, not to the TELUS IP Relay agent.
- Speak a bit more slowly than usual, as the TELUS IP Relay agent is typing in word for word what you are saying.
- Spell names.
- Always say GO AHEAD when you are finished.
- Always wait for the TELUS IP Relay agent to say GO AHEAD before speaking.
- Let the TELUS IP Relay agent know at the beginning of the call if you are familiar with the service.
- If the IP Relay user is unavailable, you will have the option to leave a text message. For more information please go to http://iprelay.telus.net/ TIPS and FAQ.

### Two-line voice carry over
If you can speak clearly and use text to see what the other person is saying, you may request Voice Carry Over (VCO). Two-line VCO allows you to speak for yourself, while the TELUS IP Relay agent will type what the person says to you.

### How to use IP Relay to contact Koodo
To contact Koodo or to share feedback on the IP Relay service, check out the __Feedback__ section of our [Accessibility](https://www.koodomobile.com/accessibility) help page.

<br><br>__Related help pages:__
- [Accessibility at Koodo Mobile](https://www.koodomobile.com/accessibility)

Learning

My Account

Other

TELUS IP Relay

Not all wireless mobile devices offer wireless public alerting compatibility. The following devices have been tested and certified by Koodo for emergency alerting compatibility. If your device is on the list, you should also make sure to have the latest available software for your device to ensure you have the emergency alerting functionality. Koodo can only guarantee WPA compatibility for devices listed here. Older device models might not have WPA functionality enabled by the device manufacturer. For more information, you can contact your device manufacturer.

<div class="collapsible">
  <h3> Alcatel </h3>
</div>
<div class="content">

- A50
- One
- Go Flip
- Go Flip 3
- Pixi 4
- Pixi 5
- U50
- 3T8
- 1B
  </div>

<div class="collapsible">
  <h3> Apple </h3>
</div>
<div class="content">

- Apple Watch 3
- Apple Watch 4
- Apple Watch 5
- Apple Watch 6
- Apple Watch SE
- Apple Watch SE (2nd Gen)
- Apple Watch Series 7
- Apple Watch Series 8
- Apple Watch Ultra
- iPad Air (5th Gen)
- iPad (9th Gen)
- iPad mini 6 
- iPad Pro 11 (3rd Gen)
- iPad Pro 12.9 (5th Gen)
- iPhone SE
- iPhone SE (3rd Gen)
- iPhone 5s
- iPhone 6
- iPhone 6 Plus
- iPhone 6s
- iPhone 6s Plus
- iPhone 7
- iPhone 7 Plus
- iPhone 8
- iPhone 8 Plus
- iPhone X
- iPhone XR
- iPhone XS
- iPhone XS Max
- iPhone 11
- iPhone 11 Pro
- iPhone 11 Pro Max
- iPhone 12
- iPhone 12 Pro
- iPhone 12 Pro Max
- iPhone 13
- iPhone 13 mini
- iPhone 13 Pro
- iPhone 13 Pro Max
- iPhone 14
- iPhone 14 Pro
- iPhone 14 Pro Max
- iPhone 14 Plus
- iPhone 15
- iPhone 15 Plus
- iPhone 15 Pro
- iPhone 15 Pro Max

*Requires iOS version 11.3 or newer for WPA support
  </div>

<div class="collapsible">
  <h3> BlackBerry </h3>
</div>
<div class="content">

- DTEK50
- Keyone
- KEY2
- KEY2 LE
- Motion
- Priv
  </div>

<div class="collapsible">
  <h3> Essential </h3>
</div>
<div class="content">

- Essential Phone
  </div>

<div class="collapsible">
  <h3> Google </h3>
</div>
<div class="content">

- Pixel
- Pixel XL
- Pixel 2
- Pixel 2 XL
- Pixel 3
- Pixel 3a
- Pixel 3a XL
- Pixel 3 XL
- Pixel 4
- Pixel 4a
- Pixel 4a (5G)
- Pixel 4 XL
- Pixel 5
- Pixel XL
- Pixel 6
- Pixel 6 Pro
- Pixel 6A
- Pixel 7
- Pixel 7A
- Pixel 7 Pro
- Pixel 8
- Pixel 8 Pro
- Pixel Watch 2
  </div>

<div class="collapsible">
  <h3> Huawei </h3>
</div>
<div class="content">  

- Nexus 6P
- P20
- P20 Pro
- Mate 20 Pro
- P30
- P30 Pro
- P30 lite
- P40
- P40 Pro  
  </div>

<div class="collapsible">
  <h3> LG </h3>
</div>
<div class="content">

- G5
- G6
- G7 One
- G7 ThinQ
- G8X
- Nexus 5X
- V30
- V60 ThinQ 5G
- K9
- K20
- K30
- K31
- K32
- K41S
- K61
- Q6
- Q60
- Q70
- Q Stylo+
- X Power 2
- X Power 3
- Velvet
- G8X ThinQ
  </div>

<div class="collapsible">
  <h3> Motorola </h3>
</div>
<div class="content">

- Moto G Play
- Moto G7 Play
- Nexus 6
- Moto X Play
- Moto Z
- Moto Z Play
- Moto E6
- One Vision
- Razr
- Edge+
- Moto E
- G Fast
- One Hyper
- One 5G Ace
- G Power
- G Pure
- G Power
- G 5G
- G Stylus 5G
- Moto G Power (2021)
- Moto G Power (2022)
- Motorola Edge 2022
- Motorola Razr+ 2023
- moto edge 2023
  </div>

<div class="collapsible">
  <h3> Samsung </h3>
</div>
<div class="content">

- Galaxy A03s
- Galaxy A5 (2017)
- Galaxy A8
- Galaxy A10e
- Galaxy A11
- Galaxy A12
- Galaxy A13
- Galaxy A13 5G
- Galaxy A14 5G
- Galaxy A20
- Galaxy A21
- Galaxy A32
- Galaxy A32 5G
- Galaxy A50
- Galaxy A51
- Galaxy A52
- Galaxy A52 5G
- Galaxy A53
- Galaxy A53 5G
- Galaxy A54 5G
- Galaxy A70
- Galaxy A71
- Galaxy J1 (2016)
- Galaxy J3 (2016)
- Galaxy J3 (2018)
- Galaxy J3 Prime
- Galaxy Note8
- Galaxy Note9
- Galaxy Note10
- Galaxy Note10+
- Galaxy Note20 Ultra 5G
- Galaxy Note20 5G
- Galaxy S6
- Galaxy S6 Edge
- Galaxy S6 Edge+
- Galaxy S7
- Galaxy S7 Edge
- Galaxy S8
- Galaxy S8+
- Galaxy S9
- Galaxy S9+
- Galaxy S10
- Galaxy S10+
- Galaxy S10e
- Galaxy S20 5G
- Galaxy S20 FE 5G
- Galaxy S20+ 5G
- Galaxy S20 Ultra 5G
- Galaxy S21 5G
- Galaxy S21 FE 5G
- Galaxy S21+ 5G
- Galaxy S21 Ultra 5G
- Galaxy GS22
- Galaxy S22+
- Galaxy S22 Ultra
- Galaxy S23
- Galaxy S23 FE
- Galaxy S23+
- Galaxy S23 Ultra
- Galaxy Tab Active2
- Galaxy Tab A7 Lite
- Galaxy Tab A 8
- Galaxy Tab A (8.4, 2020)
- Galaxy Tab A 10.5
- Galaxy XCover 4
- Galaxy XCoverPro
- Galaxy XCover6 Pro
- Galaxy Watch
- Galaxy Watch4 Classic LTE (42mm)
- Galaxy Watch4 Classic LTE (46mm)
- Galaxy Watch5 44m
- Galaxy Watch5 Pro
- Galaxy Watch Active4 LTE (40mm)
- Galaxy Watch Active4 LTE (44mm)
- Galaxy Watch Active2
- Galaxy Watch6
- Galaxy Watch6 Classic 
- Galaxy Z Flip
- Galaxy Z Flip 5G
- Galaxy Z Flip3 5G
- Galaxy Z Flip4
- Galaxy Z Flip5
- Galaxy Z Fold2 5G
- Galaxy Z Fold3 5G
- Galaxy Z Fold4  
- Galaxy Fold 5
  </div>

<div class="collapsible">
  <h3> Sonim </h3>
</div>
<div class="content">

- XP3800
- XP5800
- XP8800
- XP3plus
- XP3
- XP5plus
- XP10
  </div>

<div class="collapsible">
  <h3> TCL </h3>
</div>
<div class="content">

- 20S
- 20 Pro 5G
- Flip
- 30 XE 5G
- 30 5G
- 10L
- 10Pro
- 303
  </div>

<div class="collapsible">
  <h3> Coolpad </h3>
</div>
<div class="content">

- Snap
  </div>

<div class="collapsible">
  <h3> Panasonic </h3>
</div>
<div class="content">

- FZ-N1

  </div>

<div class="collapsible">
  <h3> Zebra </h3>
</div>
<div class="content">

- TC25
- TC56
- TC75
- TC5X
  </div>

<div class="collapsible">
  <h3> ZTE </h3>
</div>
<div class="content">

- Grand X View 4
- ZPAD10
- Blade A3 Plus
- Blade A7P
- Cymbal 2
  </div>

<br><br>Alerting authorities also communicate these emergency alerts via other media (i.e.: radio, tv, social media, etc.) where customers with incompatible devices can receive those alerts.<br><br>

__Related help pages:__
- [Alert Ready / Wireless Public Alerting (WPA)](https://www.koodomobile.com/en/help/wireless-public-alerts)
- [Alert Ready Frequently Asked Questions](https://www.koodomobile.com/en/help/alert-ready-frequently-asked-questions)


Check this list to see if your device is compatible with Wireless Public Alerts.

Wireless public alerting compatible devices

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!

<div class="collapsible">
  <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. 

Using your Koodo minutes in Canada

Wi-Fi calling lets you call and message (text and MMS) over Wi-Fi when you have little or no network coverage. You can use it to call and message just like you do on the regular network. It’ll work even if the person you’re calling or texting isn’t using Wi-Fi Calling.

[Learn more about Wi-Fi Calling.](https:////assets.ctfassets.net/8cecwr1x4jkf/5bdGZhPbDa3SIqmhOpqABK/e0e1897acd95e2cf19faaaa2d547e45d/WiFi_Calling_terms_and_conditions_.pdf)<br><br>

## Call and text messages over Wi-Fi

When Wi-Fi Calling is turned on, your phone will automatically use an available Wi-Fi network, if it determines that you have low or no cellular coverage.

If you’re making a call in an area with VoLTE cellular coverage and then move out of the coverage area, your phone will automatically switch to Wi-Fi Calling without interrupting the call (this also works when moving from Wi-Fi to VoLTE). If you’re using Wi-Fi calling and you move away from Wi-Fi and into a non VoLTE coverage area, then your call will drop.

## Wi-Fi Calling locations

Wi-Fi Calling is only available in Canada. When you’re outside Canada, your phone will not allow Wi-Fi calling or messaging. This feature is available across Canada.

## Wi-Fi Calling requirements

In order to enable and use Wi-Fi calling, you’re going to need:

  - A Koodo Postpaid monthly plan (sorry, Wi-Fi Calling isn’t available on Prepaid plans)
  - An LTE SIM
  - An active Koodo Self Serve account
  - A Wi-Fi connection that allows Voice over IP calling (VoIP). 

__Note:__ A minimum speed of 1 Mbps is recommended. Slow speeds will affect the quality of the call.

## Wi-Fi Calling for Android   

__Software requirements:__
- Running the latest software update available over the air

__Turning on Wi-Fi Calling for Android__

(Steps may differ between manufacturers)
1.	Open __Call Settings__
2.	Turn on __Wi-Fi Calling__
3.	Enter your phone number. You’ll get a verification code. Enter the code to continue.
4.	You’ll need to read and accept the __Wi-Fi Calling Terms and Conditions__
5.	Enter your __Emergency 911 Address__

__How to tell if you’re using Wi-Fi calling on Android__

Once you see the Wi-Fi calling icon on the status bar of your phone, you can make a Wi-Fi call. Wi-Fi Calling conveniently calls those on your contact list the same way as you'd make calls on cellular. Your phone will only access Wi-Fi calling when you are in a low signal area.

![Wi-Fi calling icon shown in top-left corner of Android phone status bar](//images.ctfassets.net/8cecwr1x4jkf/4Fl2UeIKRvzl626cYpdsLA/3a195fc903adae8e28cc4e44e84ebfeb/WiFi_Calling1.png)

## Wi-Fi Calling for iPhone

Phone requirements:
- iPhone 6 or newer

Software requirements:
- iOS 11.3 or newer (remember to update your carrier settings when prompted to do so)

__Turning on Wi-Fi Calling for iPhone__

__Step 1:__ Enable VoLTE

1. Open __Settings__
2. Select __Cellular__
3. Select __Cellular Data Option__
4. Select __Voice & Data__
5. Enable VoLTE

__Step 2:__ Enable Wi-Fi Calling

1. Open __Settings__
2. Select __Phone__
3. Select Wi-Fi Calling and turn on __Wi-Fi Calling__
4. You will need to read and accept the Wi-Fi Calling Terms and Conditions
5. Enter your Emergency 911 Address

__How to tell if you are using Wi-Fi calling on iPhone__

Once you see the word Wi-Fi beside the Koodo network name on the status bar of your phone, you can make a Wi-Fi call. Wi-Fi Calling conveniently calls those on your contact list the same way as you'd make calls on cellular. Your phone will only access Wi-Fi calling when you are in a low signal area.

![iPhone status bar shows Wi-Fi calling is activated](//images.ctfassets.net/8cecwr1x4jkf/2WExYrwF3PqI4VAp1ndNcV/3e76f6a9bebe10bebbab919506a3fa55/WiFi_Calling2.png)

## Wi-Fi Calling Billing Details

Wi-Fi calling doesn’t cost extra. Wi-Fi calls and messages are treated the same as cellular calls or messages. Also, there is no charge to use Wi-Fi Calling for a Canadian long distance call.

Here are some details of how Wi-Fi Calling is billed:

- __Local calls:__ these calls will be deducted from your monthly voice allowance and any overage will be rated according to your plan
- __Canada calls (domestic long distance):__ you will not be charged long distance
- __USA or international long distance calls:__ customer will be billed at their plan’s standard international long distance rate

__Note:__ Wi-Fi calling will not use up data from your Koodo wireless plan. However, it does use data from the Wi-Fi Internet access point.

## 9-1-1 over Wi-Fi

For the most reliable 9-1-1 experience, we strongly recommend you place 9-1-1 calls using the mobile network or a landline if available.

__Important:__ If you must call 9-1-1 over Wi-Fi, your call will be answered by a specialized operator who will ask you to confirm your location and route your call to the correct regional Public Safety Answering Point (PSAP). Remember, in the event that you are unable to speak with the operator, the address you entered in your phone __Wi-Fi Calling settings__ menu will be shared with the operator. Unfortunately, it isn’t possible to determine your phone location when making a 9-1-1 call over Wi-Fi.

Be sure to keep your Emergency 9-1-1 address up-to-date (from your phone Wi-Fi Calling settings menu) to ensure emergency services have accurate information to locate you in case of an emergency.

__Note:__ Text 9-1-1 (T911) is not supported over Wi-Fi at this time.

<br><br> If you experience problems, please schedule a callback through [Koodo Assist](http://koodomobile.com/chat), and a rep will help you sort it out.

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

1 - __The instructions and options don't seem to apply to my phone.__

WiFi calling can only be enabled for VoLTE subscribers. If you’re a Prepaid subscriber, the option to enable WiFi calling will not be presented or supported.

2 - __Why can't Prepaid customers get WiFi calling?__

We're in the process of enabling VoLTE for Prepaid customers. WiFi calling can only be enabled after a customer is provisioned with VoLTE.

3 - __How can I activate WiFi calls when I’m already in an area without cellular networks?__

Please activate WiFi calling when you’re under cellular coverage. WiFi calling will automatically be triggered when you’re out of cellular coverage.

  </div>

Wi-Fi calling lets you call and message over Wi-Fi when you have little or no network coverage. Learn about Wi-Fi calling with Koodo here. 

Wi-Fi calling

Starting on February 7th 2024, older devices may require software or settings updates or replacement to continue using Picture and Group messaging (MMS).

As technology evolves, older network equipment becomes outdated and needs replacement. Select customers will need to update either their settings or their devices.

__What is MMS?__

Multimedia Messaging Service, better known as “MMS,” is the way mobile devices send and receive pictures, videos, and group conversations across networks. 

MMS is supported across phone manufacturers and operating systems on nearly all phone models that have data capabilities. MMS messages are sent through your normal messaging app that sends and receives text messages. 

__Note:__ Multiple applications, like Facebook Messenger, WhatsApp, and others all have similar features to MMS. 

Third-party messaging services, like Facebook Messenger and WhatsApp, which have picture, video, and group message features are __not affected__ by this change.

__Which customers will be affected?__

Customers may be affected if: 

- They haven’t installed the most recent software update 
- Their devices are no longer supported by manufacturers’ software updates
- Their devices were purchased outside of Canada
- Their devices haven’t been certified by Koodo

## FAQ

<div class="collapsible">
  <h3> Will this affect my battery life? </h3>
</div>
<div class="content">

No, MMS services are normal phone services, and changing these settings will not impact your battery life or performance.
  </div>

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  <h3> Will I be charged for MMS? </h3>
</div>
<div class="content">

No, MMS services are normal phone services, and all Koodo rate plans include nationwide picture and group messaging. MMS also doesn’t count against your data allotment.

Check your rate plan in Koodo Self Serve to confirm whether International MMS is included in your plan. If not, there may be charges when sending messages to international numbers.
  </div>

<div class="collapsible">
  <h3> Updating iPhone settings for picture and group messaging compatibility </h3>
</div>
<div class="content">

If you have an iPhone and you’ve received a message to update your device settings, please follow these steps:

1. Open __Settings__ on your device
2. Tap __General__
3. Tap __Software Update__
4. Complete the update to install the latest iOS version available. 

Need help? Check out Apple’s great guide [here](https://support.apple.com/en-ca/HT204204).
  </div>

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  <h3> Updating Android settings for picture and group messaging compatibility </h3>
</div>
<div class="content">

1. Open __Settings__ on your device
2. Navigate to the __Connections__ or __Connectivity__ section 
3. Select __Mobile networks/Cellular networks__ or a similar option
4. Select __Access Point Names__
5. Select __New APN__, the __+__ icon, or __Add__
6. Enter the details exactly as listed below (errors may prevent the service from working):

__Tip:__ If you're viewing this page on your mobile phone, rotate your phone screen/turn on auto-rotate to see the full table.

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<table class="tg">
<thead>
  <tr>
    <th class="tg-qigz">Field</th>
    <th class="tg-qigz">Entry</th>
    <th class="tg-qigz">Details</th>
  </tr>
</thead>
<tbody>
  <tr>
    <td class="tg-qigz">Name</td>
    <td class="tg-qigz">Koodo</td>
    <td class="tg-qigz">The name is only the description of the APN and does not impact the settings on the device. For convenience, enter “Koodo.”</td>
  </tr>
  <tr>
    <td class="tg-qigz">APN</td>
    <td class="tg-qigz">sp.koodo.com</td>
    <td class="tg-qigz">Access Point Name: Data and picture messaging will not work without this entry.</td>
  </tr>
  <tr>
    <td class="tg-qigz">MMSC</td>
    <td class="tg-qigz">http://aliasredirect.net/proxy/koodo/mmsc</td>
    <td class="tg-qigz">MMSC settings allow the handset to send and download picture and video messages (MMS). Some incoming MMS will still display without these settings, but it will be impossible to send any MMS without them.</td>
  </tr>
  <tr>
    <td class="tg-qigz">MMS Proxy</td>
    <td class="tg-qigz">mmscproxy.mobility.ca</td>
    <td class="tg-qigz">Same as above</td>
  </tr>
  <tr>
    <td class="tg-qigz">MMS Port</td>
    <td class="tg-qigz">8799</td>
    <td class="tg-qigz">Same as above</td>
  </tr>
  <tr>
    <td class="tg-qigz">MCC</td>
    <td class="tg-qigz">302</td>
    <td class="tg-qigz">Mobile Country Code: Unique identifier for the mobile phone operator/carrier.</td>
  </tr>
  <tr>
    <td class="tg-qigz">MNC</td>
    <td class="tg-qigz">220</td>
    <td class="tg-qigz">Mobile Network Code: Another unique identifier.</td>
  </tr>
  <tr>
    <td class="tg-qigz">APN Type</td>
    <td class="tg-qigz">default,supl,mms</td>
    <td class="tg-qigz">Note: Do not leave any spaces when entering “default,supl,mms” for services used on APN. When an application accesses the network, it provides an APN type when it requests access for data. If “default,supl,mms” is not an option, choose “internet&amp;MMS;” option from list.</td>
  </tr>
</tbody>
</table>

  </div>

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  <h3> What does APN mean? </h3>
</div>
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Access Point Names, better known as “APN,” bridge your device to the internet via your mobile data. 

Correct APN settings are essential to make sure that your device interacts correctly with the Koodo network.
  </div>

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  <h3> What do I do if I get a message saying I need a new or replacement device? </h3>
</div>
<div class="content">

As our network evolves, older devices (usually more than 7 years old) may need to be replaced. This ensures that you maintain your picture and group messaging capabilities, and that you remain current with the latest security and software updates. 

At Koodo, we have lots of ways to get you a new device. From Certified Pre-Owned devices, to the latest iPhones and Androids, we have options for everyone.

To learn more about how to easily get a new phone online, check out our Help page about upgrading your phone [here](https://www.koodomobile.com/en/help/upgrading-your-phone).<br><br>

To see phones available on Koodo Postpaid, click [here](https://www.koodomobile.com/en/phones?INTCMP=KMNew_NavMenu_Shop_Phones#all_phones).

To explore phone options on Koodo Prepaid, click [here](https://www.koodomobile.com/en/prepaid-phones).

  </div>

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  <h3> Which devices are affected? </h3>
</div>
<div class="content">

The devices listed below have been flagged to us as ones that may be affected.

__Head’s up!__

- If you received communications but your model isn’t listed below, you may still be affected, and we ask that you consider taking the action we’ve suggested to you, if you want to maintain MMS service.
- The device list below is not inclusive, as we don’t have information on all possible devices and how they may work with our network

__Apple:__

- If you have an iPhones 6s or an older model, you’ll need to have your device replaced to continue sending/receiving MMS
- If you have an iPhone 7 or a newer model, you’ll need to update your device software

__Android:__

- If you have one of the Android devices from the list below, you’ll need to upgrade to a new device to continue sending/receiving MMS

| Device brand          | Device model                   |
|-----------------------|--------------------------------|
| Honeywell             | CT45XP (CT45P-L1N-E)           |
| Huawei                | Nexus 6P (H1511)               |
| Essential Phone (A11) | Essential Phone (A11)          |
| Kyocera               | DuraXE (E4710T)                |
|                       | Duraforce (E6560T)             |
| LG                    | F4 (A341)                      |
|                       | G3 (LG-D852)                   |
|                       | G4 (LG-H812)                   |
|                       | K4 (LG-K121)                   |
|                       | K4(2017) (LG-M151)             |
|                       | Nexus 5X (LG-H790)             |
|                       | Stylo 3 Plus (LG-M470)         |
|                       | X Power (K210)                 |
| Motorola              | Moto E 2 gen with 4G LTE       |
|                       | Moto G 3rd Generation (XT1540) |
|                       | Moto G (XT1032)                |
|                       | Moto G Play (XT1601)           |
|                       | G4 Plus (XT1641)               |
|                       | Z Play (XT1635-02)             |
|                       | Z (XT1650-03)                  |
|                       | Nexus 6 (XT1103)               |
|                       | Moto X Play (XT1563)           |
| RIM BlackBerry        | DTEK50 (STH100-1)              |
|                       | Motion (BBD100-2)              |
|                       | Key2 (BBF100-2)                |
|                       | Key2 LE (BBE100-2)             |
|                       | Keyone (BBB100-1)              |
|                       | Priv (STV100-3)                |
| Samsung               | Galaxy Core (SM-G386W)         |
|                       | Galaxy Grand Prime (SM-G530W8) |
|                       | Galaxy Note 3 (SM-N900W8)      |
|                       | Galaxy Note 4 (SM-N910W8)      |
|                       | Galaxy Rugby LTE (SGH-I547C)   |
|                       | Galaxy S3 (SGH-I747)           |
|                       | Galaxy S3 Mini (SM-G730W8)     |
|                       | Galaxy S4 (SGH-I337M)          |
|                       | Galaxy S4 Mini (SGH-I257M)     |
|                       | Galaxy S5 (SM-G900W8)          |
|                       | Galaxy S5 Active (SM-G870W)    |
|                       | Galaxy A5 (SM-A500W)           |
|                       | Galaxy S6 Edge + (SM-G928W8)   |
|                       | Galaxy Tab S2 (SM-T817W)       |
|                       | Rugby 2 (SGH-A847D)            |
|                       | Rugby 3 (SGH-A997D)            |
|                       | Rugby 4 (SM-B780W)             |
| Sonim Technologies    | XP7700 (XP7700)                |
|                       | XP8800 (PG4033)                |
| TCT Mobile            | A392A                          |
|                       | A392CC                         |
|                       | Lume (A466T)                   |
|                       | Go Flip (4044V)                |
|                       | Pixi 3(4) (A460T)              |
|                       | Pixi 4 (4060S)                 |
| Zebra                 | TC56 (TC56CJ)                  |
|                       | TC5X SERIES (TC57HO)           |

  </div>

__Related help pages:__

- [Upgrading your phone](https://www.koodomobile.com/en/help/upgrading-your-phone)
- [How to: Activate LTE on your mobile device](https://www.koodomobile.com/en/help/how-to-activate-lte)
- [Phone troubleshooting](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting)


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