Excess Minutes Billing

That’s definitely weird. An unlimited plan shouldn’t trigger excess minute charges at all. 

Quick things to check: are you sure the charges are labeled as “excess minutes” and not something else like roaming or long distance? Also, did you make any calls outside Canada, or to toll-free numbers?

Some folks have reported getting charged when they shouldn’t, so it might be a billing error on Koodo’s end. Pull up your bill details and see what the charges actually say; that’ll help figure out if it’s a plan mix-up or something else entirely. 

Robert T:

Thanks for the prompt response.

The calls are not of the type that you have suggested they might be.  They represent two in-coming calls, one from a local number and the other from a Canada long-distance number.  The charges for both have been marked as Excess Minutes and “local air charges”.

Does that help?

Meadowguy

You were charged specifically for calls that were incoming? Sounds like a glitch indeed to me then. Did you change your plan around that time? I can flag a rep to look into it if you like. 

Goran:

My bill shows Local Airtime (minutes):  Included 500/Free 152/Additional 31/Total 683.

I appear to be charged for the 31 Additional.  Does this make any sense?  I was not aware of any Local Airtime limit in my Canada-wide Unlimited Plan.

Meadowguy

It is likely caused by a glitch due to a plan change during your billing cycle. Let me flag a rep to help you out.

MilkyWay:

Thank you.

FYI--I have had my current plan, unchanged, for some years now with no problems whatsoever.

Meadowguy

Hi ​@meadowguy 

We have just looked into it and based on the plan details we see on our end, it included limited minutes.

Will you please share a screenshot of the plan details as it appears on your end in self serve? Please hide any personal details,

Thank you!

Thank you  for sharing ​@meadowguy 

We have just send you a PM so we can confirm some more details, please check your community inbox when you get the chance.