Can not change plans on-line - risk of paying 10$

  • 1
  • Question
  • Updated 4 years ago
  • Answered
Hi, it is my second time that I can not change my plan on-line. Problem is that in order to change your plan online it request you to "chose a phone", thing is I already own a Koodo phone. I went to the Koodo booth the first time, they tested it and realized this was an issue and waived the 10$ after calling HQ Koodo. Months later I call in with another request and then change my plan and again have the same issue she also kindly waived the fee, but there has to be a way that you should be able to change your plan online with an option indicating you already own a Koodo Phone.
Photo of Miriam B.

Miriam B.

  • 100 Points 100 badge 2x thumb

Posted 4 years ago

  • 1
Photo of Timo Tuokkola

Timo Tuokkola, Mobile Master

  • 139,982 Points 100k badge 2x thumb
You're choosing the wrong option. To change your existing plan, click the self serve link at the top of the page, sign in, then click the plans and add ons tab. From there, click on change plan. Select the plan you want and continue from there.
Photo of Miriam B.

Miriam B.

  • 100 Points 100 badge 2x thumb
Thank you, but that is exactly where I am ;) and it does not work ;)
Photo of Jonathan I

Jonathan I, Mobile Master

  • 114,344 Points 100k badge 2x thumb
If you've already changed your plan once this billing cycle, then you can't do it again until the next cycle unless customer service overrides it.
Photo of Miriam B.

Miriam B.

  • 100 Points 100 badge 2x thumb
Nope, but thank you ;)
Photo of Timo Tuokkola

Timo Tuokkola, Mobile Master

  • 139,982 Points 100k badge 2x thumb
With all due respect, if you are being prompted to choose a phone then that is NOT exactly where you are. To get to the page you're describing you would have to click plans in the coloured section at the top of the page, which is the way you would sign up for a new account.
When you sign into your self serve account, across the middle of the page there will be tabs indicating overview, billing, usage, mobile phone, plans and add ons, my profile and koodo tab. The plans and add ons tab here is what you want to click on. Once you do so, you will see a submenu listing plan and add ons overview, plan, add ons, five essentials, voicemail password. This is where you click on plan.
Photo of Miriam B.

Miriam B.

  • 100 Points 100 badge 2x thumb
I will re-try it in my next billing cycle as I just changed my plan. So let me try this again. ;-) Thank you

This conversation is no longer open for comments or replies.