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Although the Canada Post strike ended on December 17, 2024, shipping timelines for purchases and returns may still be delayed until their operations return to normal.
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If you’ve cancelled your Internet services with Koodo or you need to exchange your device for a new one, it’s time to return your hardware! 

Just follow the super simple instructions below that match your situation:

### If you cancelled

1) Place the devices (Modem and Boost Wi-Fi 6 Lite/Wi-Fi 6 Router) into a secure return package. 

2) Once your box is packed, drop it off at a [Canada Post outlet of your choice](http://canadapost.ca), and tell them the __return ID number PR142924__.  They’ll print a label for your box at no cost to you.

3) Don't forget to keep a copy of the Canada Post receipt for reference and tracking purposes.

### If you need a device swap

1) Go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and request to speak to a rep

2) The rep will process a device swap and will send you a hardware-return email that contains a return number that you will supply to Canada Post. 

3) Once your box is packed, drop it off at a [Canada Post outlet of your choice](http://canadapost.ca), and tell them the __return ID number PR142924__.  They’ll print a label for your box at no cost to you.  

4) Don't forget to keep a copy of the Canada Post receipt for reference and tracking purposes. 

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Managing internet service

Internet

Returning your hardware

Current plan not working for you? Or maybe you want something even faster? We’ve got you covered. To change your internet plan, just follow these easy steps:

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  <h3> Manage your internet plan </h3>
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1. Log in to [Koodo Self Serve](http://www.koodomobile.com/my-account/manage-subscriptions)
2. From the “Self Serve” menu at the top of the page, go to __Subscriptions__.
3. Under your subscription box, locate your current Internet subscription and select __Manage__.
4. Review the content box labeled ‘Available plans' and select the plan for you. All the plans that your address is eligible for will be available for you to choose.
5. Confirm your change by selecting __Confirm switch__.

__Note:__ If you change your internet plan, you might lose your current promotions and discount codes.
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  <h3> If you’re upgrading your plan </h3>
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You’ll be refunded for the remainder of the month of your previous plan, and the day you upgrade your plan will be the start of a new billing cycle. Your bill will reflect your newly upgraded plan after this date. Please allow 1-2 business days for your new plan to kick in!
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  <h3> If you’re downgrading your plan </h3>
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For the remainder of your billing month, you’ll retain your previous plan even after you’ve downgraded. Your newly downgraded plan will kick in and will be reflected at the start of the next billing cycle. 
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  <h3> Not sure when your billing cycle starts? </h3>
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To find out when your billing cycle starts, follow these easy steps:

1. Log in to [Koodo Self Serve](http://www.koodomobile.com/my-account/manage-subscriptions)
2. From the “Self Serve” menu at the top of the page, go to __Subscriptions__.
3. Under ‘Manage your payment info,’ select __View your receipts__.
4. View your billing cycle date on the left under __Processed on__.

__Note:__ If you move to another province, you’ll need to cancel and reorder a new plan. See how to cancel your plan [here](https://www.koodomobile.com/en/help/how-do-i-cancel-my-koodo-internet-subscription).
  </div>

__Related help pages:__
- [How do I cancel my Koodo Internet subscription?](https://www.koodomobile.com/en/help/how-do-i-cancel-my-koodo-internet-subscription)
- [Koodo Internet: Billing FAQs](https://www.koodomobile.com/en/help/koodo-internet-billing-faqs)

How do I change my internet plan?

## 1. Why choose Koodo Internet?
At Koodo, we offer subscription-based internet services that are wallet-friendly, dependable, and easy to set up. With us, you can get the internet speed you need at the price you want with no surprises and a reliable internet connection you can count on. 

It’s so simple that you can set it up and manage it yourself. No fixed-term contract, no credit check, no worries.<br><br>

## 2. Which Home Internet plans are available at Koodo?

If you're interested in getting Koodo Home Internet, visit our [Internet page](https://www.koodomobile.com/en/shop/subscriptions/internet) and enter your address to view available plans and choose the one that best suits your needs.

If you already have Koodo Home Internet and want to upgrade your speed, login to Koodo [Self Serve](http://www.koodomobile.com/my-account/manage-subscriptions) and select 'Manage Internet and subscriptions.' All available plans for your address will be displayed and you can select the one that fits you best. <br><br>

## 3. Where can I find the promotion and sale deals on Koodo Internet?
To check the current promotions and deals on Koodo Internet, check out [Koodo.com/Internet](https://www.koodomobile.com/en/shop/subscriptions/internet). There you can see the up-to-date information on our offers and choose the best plan that suits your needs.<br><br>

## 4. Does Koodo Internet have a money-back guarantee?
Yes, Koodo Internet has a 30-day money-back guarantee. If you’re not completely satisfied with your service, you can  cancel within 30 days of signing up for the service for a refund of service cost to date.<br><br>

## 5. What type of internet does Koodo offer? 
Koodo Internet is only available for cable internet (coax cable). Since our services are available in select provinces and areas, please make sure to check service availability on [Koodo.com/Internet](https://www.koodomobile.com/en/shop/subscriptions/internet).<br><br>

## 6. Can my Koodo Internet subscription get suspended?
Currently, suspension is not available for Koodo Internet. If you have issues with your account and services, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to book a callback with one of our reps. <br><br>

## 7. What is the usage limit on Koodo Internet?
All Koodo Internet subscription plans are unlimited. No throttling or data overage charges, so you don’t have to worry about your usage.<br><br>

## 8. What should I do if the Koodo Internet website isn’t working?
If you’re experiencing issues with our site, try clearing your browser cookies and cache or closing your browser and logging in again.

If you’re using Internet Explorer, we recommend using the latest versions of one of the following browsers instead for optimal performance:

- [Google Chrome](https://www.google.ca/intl/en_ca/chrome/)
- [Mozilla Firefox](https://www.mozilla.org/en-CA/firefox/new/)
- [Microsoft Edge](https://microsoftedgewelcome.microsoft.com/en-us)

If you still experience issues after trying one of these recommended browsers, please use one of our [support tools](https://www.koodomobile.com/en/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs) to contact us, and a rep will help you out.<br><br>

## 9. How do I register for Self Serve?
If you’re new to Koodo, we’ll send you a link to finish your Self Serve registration. If you already have a monthly plan with us and have a Self Serve log in, you don’t need to register again. We’ve got you covered with all your info with the same log in. If you can’t find the Self Serve registration link or have lost the email, please schedule a callback and one of our reps will be happy to help you.<br><br>

## 10. How do I transfer my Koodo Internet subscription?
We’re currently unable to transfer your Koodo Internet subscription to someone else. If you’d like to change ownership of your account, please cancel first and order a new line to the new person you’d like to transfer it to. The new customer will need to check out our [Internet](https://www.koodomobile.com/en/shop/subscriptions/internet?INTCMP=KMNew_NavMenu_Shop_KoodoInternet) page to see the plans and what’s available based on their address.<br><br>

## 11. What are the Koodo Internet call center hours of operation?
Both [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and koodomobile.com are here to assist you 24/7. If you'd like to speak with a rep, we're open 9 AM - 9 PM EST every day of the week.<br><br>

## 12. Why didn’t I get any emails from Koodo?

If you think you haven’t gotten a home internet order confirmation email from Koodo, please refer to the tips below.

1. For new orders, please give our team some time to process them. You can expect a confirmation email from Koodo regarding your home internet order and its status within a few hours.

2. Please check your spam/junk folders for emails from our team.

3. If steps 1 and 2 did not solve your problem, please schedule a callback and one of our reps will be happy to help you. <br><br>

## 13. Can I receive paper bills or receipts from Koodo?
You can view your receipts anytime through [Self Serve](http://koodo.com/selfserve). If you need to print your receipt(s), you can do so using your secure Self Serve account. You'll be able to view, print, and download past receipts. <br><br>

## 14. Is Koodo Internet available in my area?
To check if Koodo Internet is available in your area, go to our Internet page and enter your address in the “Check availability for Internet Plans” search bar. 

__Note:__ We're always expanding! If you checked your address before and didn't qualify, try again - you might now be eligible for service.<br><br>

## 15. What’s my account number?
There are no account numbers associated with Koodo Internet. If you’re looking to make a payment, please note that we charge your credit card automatically for your Koodo Internet subscription. Please make sure you have a valid credit card on your account. <br><br>

## 16. Can I request a technician to install a new coax line?
For all installation-related questions, please schedule a callback with our team. We’ll determine how we can help you, depending on your question. <br><br>

## 17. Why was my internet order rejected?

Once you place an order, we further evaluate your address and our home internet service coverage area. If your address isn’t serviceable, you’ll get an order rejection, an email with instructions for returning any equipment that we sent you and, if applicable, information on refunds. If you still have questions about your order, please schedule a callback. <br><br>

## 18. Where can I check for internet outages?

To check if Koodo service is down today, you can visit the TELUS Service Status site at [telus.com/status](https://www.telus.com/en/on/outages?INTCMP=VANstatus). This site provides up-to-date information about planned maintenance outages and unexpected incidents, and it allows you to report any outages that may occur. 

You can search for the address experiencing issues to see nearby outages, any actions to be taken, and where to find further information and support. You can also sign up for email or text message notifications for real-time updates on the status of your issue. <br><br>

__Related help pages:__

- [Ordering and activating Koodo Internet](https://www.koodomobile.com/en/help/ordering-online)
- [Internet shipping FAQs](https://www.koodomobile.com/en/help/internet-shipping-faqs)
- [Koodo Internet Billing FAQs](https://www.koodomobile.com/en/help/koodo-internet-billing-faqs)
- [How to find the Coax Line for Koodo Internet in your home](https://www.koodomobile.com/en/help/how-to-find-the-coax-line-for-koodo-internet-in-your-home)

Koodo Internet: General FAQs

To change your address, simply reach out to us through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and request a callback from one of our reps. They'll be happy to assist you in getting your service details and information updated!

If you’re moving outside of Canada, please cancel your Koodo Internet subscription before making your moving arrangements.

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  <h3> In the meantime, here are a few tips to ensure a smooth process: </h3>
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__1. Prepare your information:__

- Gather the details of your new address
- Choose a preferred date for transferring your services

__Note:__ We’ll need 10 days prior to your move to make your arrangements. <br><br>

__2. Notify our reps through Koodo Assist:__

- Connect with one of our reps via Koodo Assist to start the moving process 
- [Schedule a callback](https://www.koodomobile.com/en/help?autobots=rollout) to discuss and finalize the arrangements

We're here to help make the process as seamless as possible! Don't hesitate to reach out if you have any questions or need more help.
  </div>

How do I change my address?

We'll surely miss you, but we get it - some things must come to an end. To cancel your service, just follow these easy steps: 

__Heads up!__ Once you've cancelled your Internet subscription, it can’t be restored or resumed so, if you change your mind later, you'll need to buy it again.

If you’re looking to cancel while waiting for your service to get activated, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to schedule a callback with a rep. We’d like to help you out in this process. 

1) Login to [Koodo Self Serve](http://www.koodomobile.com/my-account/manage-subscriptions)

2) From the “Self Serve” menu at the top of the page, then go to __Subscriptions__

3) Under your subscription box, locate your current Internet subscription and select __Manage__

4) Review the content box labeled '__Are you sure you want to cancel your subscription'__

5) Select __Cancel subscription__

6) Confirm your cancelling by selecting __Cancel subscription__

We'll cancel your services right away, but we'll make sure to refund you for the remaining days left in your bill cycle.

As part of the cancellation process, you’ll need to return the equipment provided by Koodo, otherwise equipment pricing will be charged to you. Don’t worry, we’ve got you covered with a hassle-free return process! Keep an eye on your inbox for an email with instructions for a super easy return.

If you're looking to cancel a recent order or installation appointment, [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) can help you get in touch with one of our service reps.

How do I cancel my Koodo Internet subscription?

If you're wondering where to find a copy of your CSA (Customer Service Agreement), we've got you covered! 

Follow these simple steps to locate and access your CSA, so you can have all the information you need at your fingertips:

1) Look for your __order confirmation email__ (it's the email we sent you right after you finished ordering the service). The CSA should be linked in the body of the email.

2) If you can’t find your original order confirmation email, head over to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and ask to speak with a rep

3) Let the rep know you need a new copy of your CSA.

4) The rep will send you another copy of the order confirmation email. You’ll find the CSA linked in the body of the email (near the bottom half).

Got a Q? We have the A.

Need more help?