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Impossible to upgrade to new tab?


I have been a Koodo customer for almost three years. I have a POSTIVE balance on my tab. That is, I don't owe anything, my tab is fully paid off. I recently got a new Android (unlocked blu) phone that I bought outright for cheap on Amazon.

I am NOT interested in upgrading my phone. All I want to do is switch to the new Tab so I can take advantage of the new plans.

When I go to change my plan, I push the button at the bottom of the screen to "get started" with the new tab and I get a popup window saying I can't. It lists three reasons that "may" be the cause, none of which are in any way applicable to me (I'm not a new customer, I've paid my bills, I'm not on a spending limit plan).

So is it completely impossible to change to the new tab without upgrading your phone? Has anyone run into a similar problem and been able to pry some answers out of Koodo employees beyond "You can do that on the website, we can't change plans here"?

14 replies

by tab do you mean new contract? because a tab is used to subsidize the cost of a cellphone and you pay a bit of the tab every month.
Hussien Fahd wrote:

by tab do you mean new contract? because a tab is used to subsidize the cost of a cellphone ...

By tab I mean tab. There are two styles of tab, one old and one new. Before I can change my contract to one of the new style contracts, I have to change my tab to the new style tab.

I am not able to do this because when I hit the "Get Started" button at the bottom of the "Change Plans" page beneath the explanation that I'll be able to access the new style plans if I change to a new-style tab, I get a popup dialog that says I am not eligible to change to a newstyle tab, but none of the suggested reasons why this might be the case apply to me.

I am therefore asking if anyone knows what other reasons there might be that would make it impossible to change from an old-style to a new-style tab, and what I can do to fix the issue.
Hussien Fahd wrote:

by tab do you mean new contract? because a tab is used to subsidize the cost of a cellphone ...

To be even clearer, I have a "Tab S" currently. It has a POSITIVE balance, so whatever the issue is it is not question of paying off the tab, because it is already fully paid off (tabs that are not paid off have negative balances).
Userlevel 7
Hussien Fahd wrote:

by tab do you mean new contract? because a tab is used to subsidize the cost of a cellphone ...

You need to call customer service in order to access the new plans at which point your tab will change to the new one. If you want to keep your plan, you can but just go in-store to upgrade and get onto the new tab.
Hussien Fahd wrote:

by tab do you mean new contract? because a tab is used to subsidize the cost of a cellphone ...

Thank you. I guess that will cost me $10 for a service that the website says it supplies, but doesn't.

So my question remains: why does the website tell me I can do something, and even provide a button to let me do, and then tell me it is impossible to do on the website? And since the reason why I can't upgrade my  tab on the website must be known to the software that generates the error message, why doesn't it tell me the reason,  or at least tell me to call customer service and change my plan and the tab will be taken care of?

I realize you probably can't answer those questions, but even though Koodo has been a satisfactory cell phone provider for me, this kind of customer experience will result in customers being driven away. I am unfortunately now in  a position of telling anyone who asks about Koodo: "I'd stay away from them because you have to do everything through their website, which is completely broken and almost impossible to work with."
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Hussien Fahd wrote:

by tab do you mean new contract? because a tab is used to subsidize the cost of a cellphone ...

Tom, I'd love to look into this for you as I believe it's a glitch, although I don't have answer just yet why it maybe happening. For that I would have to have someone look at your account. Is the phone under your name and what province do you reside in? Bear with us we'll work this out and gives us a chance to learn what maybe broken. Thanks for your patience!
Hussien Fahd wrote:

by tab do you mean new contract? because a tab is used to subsidize the cost of a cellphone ...

Having same problem with my attempt to change my plan.
Why has this not been fixed?
Userlevel 3
Hussien Fahd wrote:

by tab do you mean new contract? because a tab is used to subsidize the cost of a cellphone ...

What plan are you trying to change to that you see this?
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Hussien Fahd wrote:

by tab do you mean new contract? because a tab is used to subsidize the cost of a cellphone ...

Hello Adam, are you in the exact same situation as him?
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Hussien Fahd wrote:

by tab do you mean new contract? because a tab is used to subsidize the cost of a cellphone ...

If you ever run into an issue with Self Serve, you will not be charged for calling in. The service charge is only applicable for people that call in when they could've made the change themselves online. If something's broken, you won't get charged.
Hussien Fahd wrote:

by tab do you mean new contract? because a tab is used to subsidize the cost of a cellphone ...

The same problem.  I have two lines, first line has money owing on tab and I don't want to change that plan. The second line has was a unlock phone i bought for my girlfriend and had the 2 gb unlimited Canada wide plan for a year or more.  When I first found out about the new tab plans, I was able to switch her plan from the $75 2gb unlimited Canada wide plan to the $70 dollar 2.25gb unlimited Canada wide plan online.  I tried to go for the 3gb paln but it gave me the same. Based on your profile, you are not eligible to complete this transaction.  Potential reasons for this are: You have not been with Koodo for at least 3 months. You have not yet paid off your first bill. You are on the spending limit program. I've be with Koodo for 4 years and have paid many bills and at no time have I ever be on spending limit program. 
I'm going to call Koodo this week and try to have it switched over. 
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Hussien Fahd wrote:

by tab do you mean new contract? because a tab is used to subsidize the cost of a cellphone ...

Folks, we have uncovered the issue and have a fix coming on the 15th of September. The problem affected very few customers and we had some challenges in replicating it and finding the root cause. Please accept our sincerest apologies for the delay and indeed if you want to upgrade before the 15th just give us a call.  
Hussien Fahd wrote:

by tab do you mean new contract? because a tab is used to subsidize the cost of a cellphone ...

After giving 611 a call a few weeks ago, I was told by the representative that we will have to buy a new phone to take advantage of the new plans. The way I read the website is that new users can BYOD and sign up to these plans, so this seems to do nothing other than to punish current users.

Am I correct in assuming that your reply means that this information was false?
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Hussien Fahd wrote:

by tab do you mean new contract? because a tab is used to subsidize the cost of a cellphone ...

I'm not sure what exactly they told you Steve, but if it was the above that is incorrect indeed. Existing customer can switch to the new plans as well. They do have to pay off any existing negative TAB they may have first. Also, if you had an existing BYOD discount already that will no longer apply with the new plans. So we are definitely not punishing existing customers.

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