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suspend service


Please suspend my service as I am travelling abroad for the next two months and do not require service. I was not able to select this option through self serve.

20 replies

Userlevel 7
Hi Melanie, You must call in and speak to a representative if you can't do this on self serve.


Make sure you tell the rep you had trouble doing it yourself and they will waive the fee to do it for you.


Enjoy your trip.
Userlevel 7
Please note that this service costs $15/month to keep your line active, and since it's a plan change, you will be unable to switch back to your old plan. You will be required to choose a new plan upon returning to Canada.
Jonathan I wrote:

Please note that this service costs $15/month to keep your line active, and since it's a plan cha...

so if i suspend my service for one month i won't be able to keep my old plan ?? are you sure !!!

Userlevel 7
Badge +4
Jonathan I wrote:

Please note that this service costs $15/month to keep your line active, and since it's a plan cha...

Yes, we are sure. Unless that old plan is still available in self service as one of the plans that Koodo currently offers.
Jonathan I wrote:

Please note that this service costs $15/month to keep your line active, and since it's a plan cha...

Thanks, its risky for me i don't want to lose my current  plan , however  i'm still  waiting for my xl which i had ordered through koodo webstore the phone will take one  month to be delivered and i already waited two weeks without using my services 
any suggestions !! 

Userlevel 7
Badge +4
Jonathan I wrote:

Please note that this service costs $15/month to keep your line active, and since it's a plan cha...

Ask for a credit since you haven't had the phone at all yet and haven't used the service at all. You can send a private message to Koodo via Facebook Messenger or DM via Twitter and see if they can do something for you.
Ok, in that case I'd prefer to opt for a roaming add-on. I was charged for unanswered incoming calls last month. With the 15$ add-on, will I avoid being charged for incoming calls?
Userlevel 7
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Melanie Leduc wrote:

Ok, in that case I'd prefer to opt for a roaming add-on. I was charged for unanswered incoming ca...

If you didn't answer your calls, there shouldn't be charge for it.  
Was it for call or data roaming charge?

$15 U.S. roaming Unlimited Text add-on : Unlimited text for 10 days in the USA
$15 International roaming Text add-on : 75 out going text within 30 days

$15 roaming add-on doesn't includes talk minutes.
If you used  minutes It doesn't matter incoming or outgoing calls, you will get charged.
Melanie Leduc wrote:

Ok, in that case I'd prefer to opt for a roaming add-on. I was charged for unanswered incoming ca...

As I will be away for 4 1/2 months. I best cancel my plan, as there are others out there with like plans.
Userlevel 7
Badge +4
Melanie Leduc wrote:

Ok, in that case I'd prefer to opt for a roaming add-on. I was charged for unanswered incoming ca...

If you cancel your service, they will send you a final bill includes your remaining Tab balance and overages if any. Then you can open an account when you came back as BYOD. You wont get same phone number unless you port/transfer out to different service/account. If you can start your own post using this link and tell us about your situation(you want to keep your number or not), then we should be able to give you more suggestion 🙂 https://community.koodomobile.com/koodo/topics/new
Melanie Leduc wrote:

Ok, in that case I'd prefer to opt for a roaming add-on. I was charged for unanswered incoming ca...

No, I think under my circumstances, (I give my cell number out to only three people) its best to cancel and reinstate when I return with Koodo base plan and a prepaid. I only carry a cell for emergencies as I am retired and spend most of my time near my land line. 
Userlevel 3
It is possible to suspend your services since Koodo offers the Seasonal Hold rate plan. This rate plan allows customers to temporarily suspend their services for a monthly cost of $15. While your phone is on Seasonal Hold, you will not be able to make/ receive phone calls such as sending/receiving text messages. Heads up! As Jonathan said, once you have changed your current plan to the Seasonal Hold, when you will be ready to reactivate your services, you will have to change your rate plan and choose from one of our current rate plans http://koo.do/1DOo8cA. Have a good one! 
Userlevel 7
The seasonal hold option disables your service entirely. I think what you're trying to do is simply not pay a bill at all, which is unfortunately not possible if you want to maintain your phone number.

Your other option is to port out to prepaid and just pay the $15 base plan for one month and leave it alone until you get back (you can leave a prepaid account unpaid for 90 days before it's cancelled). This will be cheaper than paying $15 for 2 months each. Then you can unlock your phone if it isn't already and use a local provider in the countries you're going to. This will require paying off your Tab, if any, but it's a thinking outside of the box suggestion.
Userlevel 7
Badge +4
Jonathan I wrote:

The seasonal hold option disables your service entirely. I think what you're trying to do is...

You can also port out to a VoIP service. But you have to go thru the same gymnastics Jonathan I prescribed above for the sake of maybe saving $10.

Unless, of course, your number is not precious to you and then you can cancel completely, but still have to deal with the tab outstanding...
Jonathan I wrote:

The seasonal hold option disables your service entirely. I think what you're trying to do is...

So basically by suspending my service temporarily is Koodo's way of making us pick another plan when we return or keep your service and pay an astronomical bill (as I did since I was unaware of the suspending) when you return. Either way it can be a no win situation. 

Userlevel 7
Badge +4
Jonathan I wrote:

The seasonal hold option disables your service entirely. I think what you're trying to do is...

I wouldn't call your regular monthly plan an astronomical bill except in the context of Canadian carriers charge too much in general but basically yes it's a neat little way to get you to lose any grandfathered plan yoh might have if you choose to use it. I personally would rather keep my grandfathered plan than suspend it. Ps this thread is two years old. Please start a new one if you have a question or comment.
Jonathan I wrote:

The seasonal hold option disables your service entirely. I think what you're trying to do is...

$700 is pretty HUGE for not using a phone for 4 months
Userlevel 7
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Jonathan I wrote:

The seasonal hold option disables your service entirely. I think what you're trying to do is...

What is your monthly plan amount?
Userlevel 7
Badge +4
Jonathan I wrote:

The seasonal hold option disables your service entirely. I think what you're trying to do is...

Were you putting your service on seasonal hold?
What do you mean 'not using your phone'?
Were your bill upto date before suspension?
How about tab? And, yes, please start your own post as Goran said.
Userlevel 7
Badge +4
Jonathan I wrote:

The seasonal hold option disables your service entirely. I think what you're trying to do is...

Hey Heidi - placing your service on seasonal hold ensures that you're able to keep keep your phone number while you're out of country. Once you remove the hold, you do need to select an available in-market plan at that time, as we can't guarantee older/grandfathered plans would be available upon restore (depending on how old the plan is). In your case, it looks like the phone was used abroad while traveling, which explains the higher than usual monthly charges. 

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