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I messaged on this board a week ago about a cancellation not being completed when I moved out of Canada. The mobile plan has now been cancelled, but the internet still has not even though I have already returned the hardware. When I log in, it says I need to contact customer service however, I cannot schedule a callback with an international number. I also cannot call the koodo number from overseas as it gives an error message, and your Messenger account only deals with mobile. 
 

I ended up cancelling the streaming service myself online yesterday, but I don’t want to do the internet that way as it needs to be backdated to the date I had specified in my original request. I specifically called to cancel in advance as I wanted to avoid any challenges / overcharges, yet I’ve had to raise issues multiple times with very little success. 

Hi ​@NickiG 

Do you see the Cancel button for your Internet subscription in self serve at the moment?

Did you encounter any issue canceling the Internet plan back then before calling in?

If I cancel online, it will cancel effective today and I will be charged. I’m trying to have my original cancellation date honored as agreed previously. 

​@NickiG 

As much as we want to help, the cancelation date cannot be backdated and we have limited access here on community when it comes to Internet services. The billing should stop once you proceed with the cancelation in self serve and you shouldn't be charged again the next billing date.

So you’re saying to want me to cancel online and pay two weeks worth of extra charges because I was organised enough to arrange the cancellation in advance? That Koodo now won’t honour this despite assuring me multiple times it was booked for that date?

Unlike mobility, the internet and subscriptions services can be managed and cancelled in your self serve account. Were you unable to access the cancellation for the particular date you wanted? 

Unfortunately, we have no access to internet accounts here so cannot check any details about the cancellation request. 

No, I couldn’t pick a date. That’s why I called your contact centre to arrange it. I understand I can cancel it in self-serve, that isn’t my issue. My issue is that I was assured it would be cancelled on the specified date, they even called me back to confirm again and to email me the return details for modem and router. So even if I cancel online now, I will be charged for internet access that I have not used for the past two weeks post the confirmed cancellation date. 
I’m happy to go and cancel online if you can assure me you will then ensure the charges are  backdated  to my original cancellation day (January 21). 
These services are with Koodo, and this is a Koodo forum, so I don’t understand why you can’t help me, or direct me to someone who can. 

No, I couldn’t pick a date. That’s why I called your contact centre to arrange it. I understand I can cancel it in self-serve, that isn’t my issue. My issue is that I was assured it would be cancelled on the specified date, they even called me back to confirm again and to email me the return details for modem and router. So even if I cancel online now, I will be charged for internet access that I have not used for the past two weeks post the confirmed cancellation date. 
I’m happy to go and cancel online if you can assure me you will then ensure the charges are  backdated  to my original cancellation day (January 21). 
These services are with Koodo, and this is a Koodo forum, so I don’t understand why you can’t help me, or direct me to someone who can. 

This is “customer forum” it is just a part of Koodo support approach.As much as they wish, Rep can’t do everything here though.

As the rep mentioned above, for internet support, you would have to contact Koodo by scheduling a call back as there was a limited support in the forum. 

I would love to contact Koodo by scheduling a callback but they don’t call international numbers. And they also don’t allow incoming calls from international numbers so unfortunately, this is my only outlet for resolution. 

I would love to contact Koodo by scheduling a callback but they don’t call international numbers. And they also don’t allow incoming calls from international numbers so unfortunately, this is my only outlet for resolution. 

Due to the limitation. I would recommend you cancel online as of now. Later you could dispute the bill with Koodo either via this forum, or through facebook/twitter messaging when you are traveling overseas (links are below at the bottom of this forum web page).

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