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Purchases & Returns

All your questions about activating, upgrading, returning or cancelling with Koodo could be asked here.

340 Topics
1,097 Replies

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340 Topics

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Newest first

JinxConnector

asked in Purchases & Returns

Why is it taking FOREVER to get my new phone.

waited weeks and i cant even get a tracking number on my new phone. but ordered my partner the EXACT same phone in a black and its 2 days and already trackable? thats not right

396

just now

VidaNBeginner

asked in Purchases & Returns

Trying to return device to Online store

It’s been 3 days that I am contacting multiple times and yet have not been able to get this resolved.After messaging the robot, a call was scheduled for two days after. The person called me and i explained I am returning the device I purchased on their online store. She said she is connecting me to the online store team. I was on hold for 3 minutes and then they hang up.I need a manager to contact me ASAP to send me the return labels and refund the money they already have deducted from my Visa.

386

2 minutes ago

Its_preetBeginner

asked in Purchases & Returns

recent purchase

Hii, I recently made a purchase of phone online. It's still not delivered as it is stucked in Ontario . NOW it's getting hard to wait.Can u tell me how much time it gonna take ?? Like in how many days phones usually get delivered??

151

3 hours ago

KiffinBeginner

asked in Purchases & Returns

Timeframe of Canceling an Online Order

Hello, I have placed an order for a phone On Jan 5, 2025, but I want to cancel it because I may have found a better deal for the phone somewhere else. I have sent the email to koodo.webstore@koodomobile.com on that same evening of Jan 5 , 2025. It is now Jan 7, 2025, and I didn’t get any reply from them. I want to make sure that this order is canceled before I buy the phone somewhere else. How long before they reply and confirm that it was canceled? Thank you.

223

4 hours ago

BrianSloConnector

asked in Purchases & Returns

scam

I think I got scammed.They got my order number and email.I suspect the have intercepted my new phone order. Have not been able to get in touch with koodo yet.

727

16 hours ago

SiqiConnector

asked in Purchases & Returns

Question about phone bill tax

I am a resident of AB. But I am temporarily living in NS. My cell phone area code is also 825 in AB. I have always used the tax rate in AB. But when I just ordered a new iPhone and it was delivered to my temporary address in NS, I received the tax rate in NS for my cell phone and data plan. I would like to ask, shouldn't my tax rate be determined according to my area code?

437

1 day ago

broken-samsungBeginner

asked in Purchases & Returns

Can I get the used iPhone 13 for $3/month under the $40 plan

I was browsing the phones and noticed the iPhone 13 was $3/month under the $39 plan. However when I login to my account to order it, it automatically changes to a $49 plan. Is it possible to get it under the $40 plan I am currently using or is that for new accounts only?

241

1 day ago

bchoudriConnector

asked in Purchases & Returns

someone hacked my koodo account, changed plan and purchased online new mobile phone

Hello, I received an email saying my plan is changed and also received another mail saying “Your Koodo Order Confirmation”. I have not placed any order or changed plan but when logged into my account, i could see the changed plan and also new contract agreement. How do I cancel this purchase before delivering to a hacker and how to restore my original plan. I have changed my password now. I needed urgent assistance.

403

2 days ago

ExtremeAdvisor

asked in Purchases & Returns

Can I sell a phone that I just got on a tab?

Is there any issues if I sell a phone I just got on tab, or is it somehow tied to my account until it’s paid off?

301

2 days ago

zefzolCoach

asked in Purchases & Returns

Online Order Issue

Hey there all. I made an order online recently and never received any confirmation email nor was the tracker working. I called and spoke to a rep, & tried to check on the status which he said the order was coming. However, he mentioned an incorrect email address on the order. Somehow, my order has been entered using a different email address (one that does not exist to my knowledge). When I enter the order info with the incorrect email, the tracker works and tells me the incorrect colour phone has been sent. Is anyone able to assist me with this without doing a refund & starting over? The phone rep seemed oblivious and unable to fix this. I've emailed the site & they're unable to help as my email doesn't match the order.

462

2 days ago

AndyCALBeginner

posted in Purchases & Returns

Upgrading to new phone and then using the old phone?

Happy New Year folks! Quick question that need your input. So i’m with Koodo and just upgrade to a pixel phone for 2 year contract. I will maintain my plan and keep paying the tab next 2 year, but is it good if i still use my old Koodo phone, and give the new pixel to my wife to use with her own simcard of a different carrier? Will Koodo charge me the whole tab bonus as i gave it to someone else before the end of the contract? Appreciate your inputs! Cheers

343

2 days ago

JohnnydaBoyBeginner

asked in Purchases & Returns

didn’t receive AXS protection pack - free accessory bundle

I didn’t receive my AXS protection pack - free accessory bundle with my phone ? It was supposed to ship with the phone , but it wasn’t included ? How do I escalate this to a higher authority, as the bot chats don’t recognize this issue ?

201

3 days ago

cybaicBeginner

asked in Purchases & Returns

NO Check Out button?

I've selected a upgrade new phone, keep my current plan, and put in the shopping cart, but couldn't find Check Out button on the web page.Please help how to continue processing the order? Thanks!The screen print of order info web page is like this.

735

4 days ago

ViHuynhBeginner

asked in Purchases & Returns

Internet package was delayed with Purolator

I ordered Internet package for my new home on Dec 19th, received a confirmation that it was shipped on Dec 20th. However, due to disruption issue, Purolator couldn't deliver in on Dec 24th as promised. And up till now (Jan 3rd), still no delivery date was estimated.My Internet service was activated on Dec 27th and I was charged on Dec 19th already.Is there anyway that I can pick up a modem from the store? I need Internet for work starting from Dec 30th. It's not Koodo's fault but it's frustrating now. Hope something can be done in this case.

391

5 days ago

BurockOrganizer

asked in Purchases & Returns

defective phone replacement

We got two new lines and two refurbished phones (iPhone 13 Pro Max) from Koodo as part of a black friday campaign. One of the phones was fine, but the other had a small crack at the bottom of the screen. We reported the issue and sent photos. From what I understand, our request was approved, and I received an email saying the replacement phone had been shipped, along with return instructions. However, after three weeks and about 7-8 calls with customer representatives, I still haven’t received the delivery tracking number for the shipped phone. In fact, the last representative told me it hadn’t even been shipped yet, and I should wait. As a result, I’m stuck with the defective phone that Koodo promised to replace. I’m incredibly frustrated by this situation and have never experienced such poor-quality service. I’ll be pursuing this issue further, including reaching out to Telus executives, filing a BBB complaint, and, if necessary, pursuing legal action in court.

11211

6 days ago

customeraskingBeginner

asked in Purchases & Returns

Asking about returning phone and change to BYOD plan

Hi, I just got Samsung S24 with Koodo new activation. I ported my number from Rogers to Koodo. However, I just figured out that Samsung S24 does not have mirco SD card slot so I want to return the phone to Walmart Wireless where I bought it. I bought it on Dec 26 2024 so it is still in 15 day return policy.As I know, there is promotion for $10 + tax credit back for 7 months to cover for $70 setup fee that was mentioned in my Koodo Agreement when I bought this phone. So when I return the phone I bought and just change to BYOD plan with Koodo, will that offer still give me $10 + tax credit back for 7 months to cover for 1-time setup fee $70? I know this promotion is for postpaid plan and if I switch to postpaid BYOD plan, it should still be there right? And I only get charged 1 time of setup fee $70 for this right? Really hope some Koodo agent can answer my question. I tried to call Koodo customer services but not call back. Thank you!

544

7 days ago

MrSeanBeginner

asked in Purchases & Returns

Refurbished iPhone 13 - Battery Question

Just unpacked my recent purchase but the brown recycled box seemed like it was previously opened as the tape was on crooked and barely hanging on. I noticed that the battery was at 17% when I turned it on and the small compartment in the box (where they usually put the charging cable) was empty.So my questions are to anyone who has purchased a refurbished iPhone 13 recently:is it supposed to come with a charging cable? (The last iPhone refurb I purchased had one)Is it normal the battery is that drained? Also health was only at 89%. The refurb XR I had for 3 years is at 85.The help documentation on Koodo says to let them know right away if something doesnt seem right with your purchase, but I could not for the life of me figure out how, so any help here would also be appreciated.Cheers!

393

7 days ago

jenlynnConnector

asked in Purchases & Returns

Return

We upgraded phones on November 22nd, and they were shipped November 25th. However, we have never received these phones. We’ve spoken with Purolator numerous times and they just keep asking us to wait and eventually we will get the phones, or the tracking will update.At this point, we have purchased unlocked phones as we weren’t in a position to wait months for our new phones. And we would like to leave Koodo and switch to another provider. Koodo however will not accept a return of the phones until they have them back in their warehouse. How can we avoid paying full price for phones we don’t even have, and switch to the new provider in the next few days?

13410

7 days ago

FreddyNBAdvisor

asked in Purchases & Returns

tracking number for replacement

I have a replacement order email from Dec 21st but it didn’t have a tracking number so I am not sure when it will arrive. Could someone please help me to get the tracking number so I know when to expect the replacement? thanks in advance.

628

9 days ago

veanned

asked in Purchases & Returns

Webservices keeps hanging up on my call? Trying to track my new device

I scheduled 5-6 call backs and every time a rep calls me back they state that they are unable to help and transfer me to Web Services and then it hangs up on me. I received a defective device and got the the return instruction email. I am waiting for the replacement device but never got a tracking number, it has been over 10 days business day, I emailed koodo.webstore@koodomobile.com with no response. On-top of that I have not been able to schedule a call back since the chat bot tells me there is no availability. Am I expected to pay for such poor services?

364

10 days ago

RachelwBeginner

asked in Purchases & Returns

website down?

Hey guys,I’m trying to buy a new phone on the website and keep getting an error message in my cart. Am I doing something wrong or is the website down?

881

11 days ago

bigbobbywatsonConnector

asked in Purchases & Returns

New Phones all requiring Tab Plus Plans

Koodo customer since 2008. All their new phone plans require Tab Plus plans. No intention of upgrading to Tab Plus. Sadly after 16years, goodbye Koodo. Other providers do not set the bar so high to get a new phone Koodo should consider this. They lose in the long one. I amnot one to switch providers lightly. They will lose loyal customers.

261

11 days ago

Ahoo99Connector

asked in Purchases & Returns

I already placed order for a phone and sim Can I still enter referral code

I am new to Koodo. I already placed on line order for a phone and sim. They are on the way now. Can I still enter referral code now, or after I receive them but before starting to use?To elaborate, I did not see a place to enter referral code, like for public mobile. I did see a place for promotion code, so I did enter one . There was no way to enter another code. what shall I do now? Thanks.

233

11 days ago

Annoyed22

asked in Purchases & Returns

phone & plan text offer not showing up

I got a text offer for a phone upgrade and a rate plan, both are better deals than the public one. When I went to upgrade (says to login and visit phones page), I couldn't find anything for the offer. I do sew 4 offers but nothing special or about phones in general. Any ideas?

576

12 days ago

RgenieBeginner

asked in Purchases & Returns

New Pixel 9 & Plan for a new koodo customer

Decided I wanted another phone - the pixel 9 pro. How does the 30 free exchange process work?

241

14 days ago

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