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Prepaid Phone: Couldnt Make A Call, Told To Top Up, I Topped Up, & Still Cant Make A Call.


I have a problem. I found out an hour ago, that my phone wasnt working. It needed a top up which is weird because I get one at the 1st of the month. I topped it up, and turned off my phone. Its still not working, Ive been on the phone with customer service for 20 mins. Why is my phone not working and I even topped it up and turned off? Ive been with Koodo for 2 years with a prepaid plan. Every month I top it up with no problems. Whats wrong with my phone? Its obviously services.

27 replies

Userlevel 7
[b]Hi Raquel,

Did you check in self serve if your base plan renewed automatically? Maybe your top-up was a little late and missed the deadline for the base plan to be renewed.
Mathieu wrote:

[b]Hi Raquel,

Did you check in self serve if your base plan renewed automa...

I checked self serve and my account. I topped up 35$ ! It said success 35 $ dollars and checked my balance and it was 0$. That means that it automatically renewed my base plan. I havent changed my base plan in 2 years. What do you mean miss the deadline to renew my baseplan? I always top it up day before or day of, no problem. Now i cant make calls or receive or get or make text messages.What else could it be ?
Userlevel 7
Badge +4
Prepaid expires every 30 days. You may have run out of days if you have been waiting until the first of each month to apply a top up. Also might the cash in the account be so small as to prevent a top up?
David wrote:

Prepaid expires every 30 days. You may have run out of days if you have been waiting until the fi...

It doesnt matter how many days you wait after it expires after 30 days. I remember I didnt get paid till the friday one time. I didnt top up until 4 days later. No I put the exact amount every time in the account. 

I understand it expires after 30 days. I still topped it up with 35$, where did my money go that i put on my account. If my account balance is 0$ now. 
Badge +4
You don't need to turn off the phone after applying a prepaid voucher. If you're applying the voucher after business hours, it can sometimes take up to an hour for the voucher to be applied. Your baseplan expires every 30 days, so you should be good up until the 30th. of this month. If you ran out of minutes, then that would explain why you couldn't make any calls.
I know you dont need to, but I did anyways because my phone wasnt working. No its still not working, it usually works right when i put in the 12 digit pin, it gives me a text saying successful or somthing like that. I know the baseplan expires every 30 days. Its pre paid. I know I should have been good until the 1st, but I tried to make a call and the person said to top up the phone. I went got a voucher topped it up and still nothing cant make calls or texts or even receive. It doesnt matter if i ran out of minutes, It was way after 7 pm ( free calls ) 35$ base plan. What else could be wrong? I got messages this morning but that was it nothing else for the rest of the day.

Badge +4
Raquel Rochelle wrote:

I know you dont need to, but I did anyways because my phone wasnt working. No its still not worki...

If you login to your Self Serve prepaid account, it may still show the phone as "Suspended". I don't know why the system does this as its happened to me on occasion. If the $35 was applied to your baseplan, you should be able to text, but you may need to add a talk booster add-on in order to make or receive calls. You mention unlimited calls after 7 pm. Were you looking to get the $25 baseplan plus $10? (100 anytime minutes) as this would equal $35.
Raquel Rochelle wrote:

I know you dont need to, but I did anyways because my phone wasnt working. No its still not worki...

Actually it says phone is "Active".
Like I said the calls were made after 7pm, I dont need to add a talk booster.
I cant receive or make text messages like I also said before as well. 
What else could be wrong ?

I'll say it again. I got messages and calls this morning and then they stopped, I didnt notice till after 6pm yesterday that my phone wasnt working. I tried to make a call, it said to top up my phone. I bought and added the voucher to my phone. It says 35$ success, and my balance is 0$ because i just topped up my phone. I have done the same routine for 2 years. Phone is till not working, it says talk to customer service for the status ? does that mean something.
Badge +4
Raquel Rochelle wrote:

I know you dont need to, but I did anyways because my phone wasnt working. No its still not worki...

If you're on the $35 baseplan you can make unlimited local evening & weekend calls after 5 pm. The $25 dollar baseplan allows you to make unlimited local evening & weekend calls after 7 pm. Were you looking to get the $25 baseplan plus $10? (100 anytime minutes) as this would equal $35.
Raquel Rochelle wrote:

I know you dont need to, but I did anyways because my phone wasnt working. No its still not worki...

What does your reply have to do with why my phone services aren't working?
Who cares about the day time minutes !!!!! I have 35$ base plan that is all. I haven't changed anything.
That you keep bringing up. I still cant make or receive text messages. The call I made was in the evening, when the koodo operater told me to top up my phone. Why are my services not workin? It's not suspended it says active.
Badge +4
Raquel Rochelle wrote:

I know you dont need to, but I did anyways because my phone wasnt working. No its still not worki...

Try resetting your network settings, (Settings > General > Reset > Reset Network Settings). If that doesn't work, you'll have to call in and speak to someone in customer service/tech support.
Raquel Rochelle wrote:

I know you dont need to, but I did anyways because my phone wasnt working. No its still not worki...

My internal speaker on my 5S is not working. There is no Koodo store in Sydney, NS. I got my phone April 26 in Ontario so it is still under warranty. How can I get it fixed.
Userlevel 7
Badge +4
Raquel Rochelle wrote:

I know you dont need to, but I did anyways because my phone wasnt working. No its still not worki...

If you can’t make to a Koodo Store , call them at *611 from your Koodo phone and request a Return Mailer.
http://help.koodomobile.com/getting-started-with-koodo/before-you-purchase/what-is-your-warranty-and...

And you can make our own post/question next time.
Then you will get answers and helps more quicker :) 
Userlevel 3
Hello Raquel, 

Have you succeeded contacting us? Is your service working now?

Please keep us posted!
I would recommend removing your sim card, I would also recommend resetting your mobile network. if the issues persists you can always drop by a koodo location to have them look at the device. if you're calling in your free period it has nothing to do with the plan, it should be making calls. also make sure that the SIM card in your phone is still the active one on your prepaid account, just to make sure.
Userlevel 2
Here's some advice I can offer: Try to keep some $$$ in the system for, 2 Month period. That way, It should NOT happen again. Though NOT with Kood, I am with a Prepaid carrier. Issue happened to me before, Paid, And Instantaneous service resumed, Did NOT take an Hour to Process. If issue reoccurs, 60 Minutes is best place to talk.
Badge +4
Makkahn Mack wrote:

Here's some advice I can offer: Try to keep some $$$ in the system for, 2 Month period. That way,...

Appreciate the advice, but 60 Minutes? This isn't a nationwide epidemic nor is this Public Mobile. The system glitches on occasion, it is what it is. I've been with Koodo prepaid for close to four years and Raquel mentions that this is the first time this has happened in two years. This is a rarity at best, so there's no need to call in the heavies. If the issue reoccurs, the best place to talk is right here.
I am having the same issue.  It was past the expiry date.  Where did my money go?

I am having a similar problem. I realized my plan expired so the same day I quickly topped it up. They took the full fee and still say expired on my account. I feel like my money has been stolen as I know I put the correct amount in the account to get my service active.
Userlevel 7
Badge +4
Elaine wrote:

I am having a similar problem. I realized my plan expired so the same day I quickly topped it up....

Log into your self service and check if your payment went through. Does it say active now?
If its active,try restart your phone, or remove your sim and put it back then restart.
If it still not working, call customer service from landline or family/friend's phone.
Elaine wrote:

I am having a similar problem. I realized my plan expired so the same day I quickly topped it up....

I just had the same problem right now.   I got this phone from a friend about 6 months ago and she never remembered her password so I can't get into the self serve options.   Basically I topped up using my voucher and the money vanished.......the voucher is no longer valid.  :/
Userlevel 7
Badge +4
Elaine wrote:

I am having a similar problem. I realized my plan expired so the same day I quickly topped it up....

How did you top up your account if you couldn't access self serve?

Elaine wrote:

I am having a similar problem. I realized my plan expired so the same day I quickly topped it up....

*611, you can do it right on the phone.  No need to go online.
Elaine wrote:

I am having a similar problem. I realized my plan expired so the same day I quickly topped it up....

Same problem. Tried resetting network, tried re booting my phone. Tried pulling the sim out and putting it back in. Tried calling Koodo and they aren't open on weekends. Checked my bank and the money has been taken out, Koodo account says expired with $0 balance. Have to wait for the weekend to be over to use my phone when I have paid, not impressed.
Userlevel 6
Elaine wrote:

I am having a similar problem. I realized my plan expired so the same day I quickly topped it up....

Hey Kayla! I know that we already spoke through Facebook and fixed your issue, but just to clarify to others that we are opened on weekends. Thanks!

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