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Problem with changing phone plans through self-serve (Quebec)


Currently there are promotional monthly plans listed for the province of Quebec. After seeing a plan of interest, I decided that I should switch through self-self, since I've been able to do it before this way in the past.

As of right now, I don't have an outstanding tab and am on an old BYOB promo plan: the 34$ 1 gb Quebec unlimited (and yes FYI, I live in the province). However, upon clicking the "change phone plans" after logging in through self-serve, the displayed phone plans are the general ones. In other words, what is currently being displayed for me under the available plans to switch from in Self-Serve do not align with the the promotional plans being displayed in Koodo's website.

Since I want to avoid the fees by switching plans on the phone or by a rep, I want to know if there is a way to remedy this. I really don't understand why the promotional plans aren't being displayed. Thank you ! 

23 replies

Userlevel 7
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Which plan were you trying to switch to Andy?
Bernard wrote:

Which plan were you trying to switch to Andy?

Hi Bernard, I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however, I am unable to to select them, as they do not appear under the "Change your phone plan" tab in Self-Serve.
I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however, I am unable to to select them, as they do not appear under the "Change your phone plan" tab in Self-Serve.

I also had some additional questions that I wish to clarify: these plans includes similar features in current phone plan in terms of minutes, text messages, and features (ie. voicemail, call ID...etc), correct? Thanks
Userlevel 7
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Andy wrote:

I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however,...

You mentioned you have BYOD on your plan. (So, you are on the old system.)You have to call in to switch your plan. They won't charge you since you can't do it through self serve.Tell a rep that you can't see new plans through self serve.And you will lose 10% discount with new tab system.New plans have expensive data overage charge.So you should check your usage and compare with your current plan.
Andy wrote:

I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however,...

Hi Mayumi, 

So from what I understand, due to my phone plan being in the old system (I got the plan exactly a year ago (October 2015) if that contributes to anything), it prevents me from switching through self-serve? 

I've read online about the 10% discount; they're supposedly included in the system already, correct? 

Thanks! 🙂
Userlevel 7
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Andy wrote:

I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however,...

I had a BYOD before. And When I tried to switch my plan to newer plan, I couldn't do it through self serve.
I called in and they changed my plan without charge. They told me it's because I have BYOD under my plan, system doesn't allowed to switch it through self serve.
And they changed their tab system(no more Koodo's contribution, no more accumulate positive tab), we can't have 10% discount under new plan.
So if you want to switch to $49 plan, then your monthly charge will be $49 + tax.
Userlevel 7
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Andy wrote:

I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however,...

That was incorrect Mayumi. Lots of BYOD customers change plans online every month without any problem.

@Andy let me look at your account to see what gives. There shouldn't be any reason for you not to be able to switch. 

Andy wrote:

I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however,...

@Bernard, I would greatly appreciate that! Thank you so much! I would also like to know why I am unable to switch...
Userlevel 7
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Andy wrote:

I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however,...

Can I ask a quick question? In self serve when you get to the plans page, if you scroll down you should possiblky see a link that say something along the lines of "don't see the plan you want?". If you do see it, click that, and that will take you through process of changing your tab, which, if you do have the 10% still, means giving it up and agreeing to the changes. 
Userlevel 7
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Andy wrote:

I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however,...

So, I guess my info was old. There wasn't link (don't see the plan you want?) available when I did that. Also CS told me (at that time) I can't change my plan through self serve if Im receiving BYOD10%duscount.
Andy wrote:

I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however,...

Hi Bernard, I tried both on mobile and on my laptop. In both cases, the message "don't see the plan you want?" Does not display or appear for me 😞 I only see the generic list of phone plans along with my current one
Userlevel 7
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Andy wrote:

I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however,...

Last favour as that is that is odd....could you screenshot the page and post it here? Would like to see what you see. Thanks! 
Andy wrote:

I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however,...


Hi Bernard! This is how it looks like when I get to the the page... as you can see, there is no option for "Don't see the plan you like?"
Andy wrote:

I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however,...

Hi Bernard, have you been able to find anything? -- Also, I don't know why this thread has been marked as answered. My issue has not been fixed yet. 
Userlevel 7
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Andy wrote:

I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however,...

No, not yet. If I don't hear back anything by end of day, I will help you.
Userlevel 7
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Andy wrote:

I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however,...

@ Andy Can you send us a direct message via Facebook? We'll make the change for you. 
Andy wrote:

I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however,...

@Bernard could you change it for me too? I want the 54$ w/6Gb too. I have the same issue as Andy
Andy wrote:

I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however,...

Userlevel 7
Badge +4
Andy wrote:

I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however,...

I can't here Leandre. We have to validate/authenticate your account and that requires a tool we have on our Facebook page but not here. Contact us there and we'll get it done.
Andy wrote:

I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however,...

Thank you so much for your help Bernard, my issue was resolved after speaking to an agent through Facebook, who was able to make the change in plans for me, without a fee after explaining the current situation. It appears that my phone plan, one I got last year, was under the tab system, but the old one. All's good 🙂 Thank you! 
Andy wrote:

I was planning on switching to either the 49$ for 4 gb or 54$ for 6gb promotional plans; however,...

Thank you so much for your help Bernard, my issue was resolved after speaking to an agent through Facebook, who was able to make the change in plans for me, without a fee after explaining the current situation. It appears that my phone plan, one I got last year, was under the tab system, but the old one. All's good 🙂 Thank you! 
I was able to change to the $54 for 6 GB unlimited minutes plan in Quebec at a Koodo Shop, but was not happy that the data overage fees increased a lot. I used to pay $5 for an additional 250 MB of data, but under the $54 plan the cost of additional data jumped to $5 for only 100 MB of data. That works out to $50 for an additional 1 GB of data, which is almost as much as the whole plan cost for 6 GB! I know that I'm saving $6 a month on the plan versus my previous plan, but the data overage cost is far from being shock free! Come on, Koodo, be a little more fair with that.
i am want to change to and have the same isue. please link me to the right fb message to use please

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