Stream+ subscription just changed

Hi there,

to confirm, have you setup each of the subscriptions yet after receiving the activation emails? And when you check the subscriptions (Netflix, Disney+, and Prime) on the respective apps, does it show that you have the basic tier of each subscription?

If by accident a different tier was chosen after linking the accounts, stream+ will update it’s price accordingly to the subscription chosen. So if Netflix or Disney+ Premium for example is chosen when linking the account as opposed to standard tier, the price of Stream+ will increase. Again, this is just an example you will have to check if this is the case.

Also, when you got to the summary page when ordering  stream+ basic, did it show the price you were expecting? This will also show in a confirmation email from Koodo confirming to an agreed upon price. You should check to see if the price is correct in the confirmation email as well.

Thank you for the reply. Before I purchased the plan it showed exactly what I was getting. I was charged with the exact amount and when I got the activation emails I just signed in into my accounts with my credentials. It was only Netflix that changed to standard instead of standard with ads. Is there a way to fix this? 

Ah ok, yes this would be the case. As Netflix was changed to Netflix Standard and not Standard with Ads, this is outside the bundle that comes with Stream+ Basic,  changing the subscriptions price.

Yes this can be fixed. You will need to change your Netflix subscription on your Netflix account back to Netflix Standard with Ads. From there, you need to check and see if your Stream+ basic subscription tier has changed in your koodo self serve.

If it is not just showing just Stream+ Basic in Koodo self-serve and it is showing either Stream+ Premium or Stream+ Basic & Netflix Standard, once you have changed your Netflix subscription on your Netflix account,  try changing it back to just Stream+ Basic on your Koodo self-serve account. There should be a Manage option for the subscription. If it allows you to change the subscription back, then that’s great. If it doesn’t, then you need to fill out the jot form provided by Telus below and a rep can change the subscription for you back to regular Stream+ Basic. This is so that you’re not charged incorrectly going forward. 

Also, if you were already charged the higher subscription price as opposed to the price you signed up with, you can ask for a refund also through the jot form. Just make sure to select “Telus Stream+” in the form. Though made by Telus, you’re submitting a support ticket to their dedicated subscriptions team which spans both Koodo and Telus. They will be able to assist.

https://www.telus.com/en/subscription/supportform