Cannot remove add-on after switching to another plan

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  • Question
  • Updated 1 year ago
I moved to a new plan and cannot remove the $5 unlimited texting add-on from the previous setup? How do I do this?
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Joe T

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  • frustrated

Posted 1 year ago

  • 1
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Chad Burr, Mobile Master

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What happens when you try to remove it?
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Joe T

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Gives the pop-up box with the following message: Your plan is not eligible to be changed at this time.
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Joe T

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Not sure if this is because I just changed plans yesterday. Maybe it will allow me to do it next month? The message should be more specific.
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Ranjan, Official Rep

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Hi Joe - the two shouldn't be correlated, but I'm unable to confirm as I can't pull up your account using the info. you've provided (name/email). If you can send us a private message on Facebook or Twitter, one of our agents will look into this with you and help sort things out. 
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Joe T

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Can you send me an email with your contact info in my gmail account and I will respond with my phone number. I don't do Facebook or Twitter. Thanks.
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Ranjan, Official Rep

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Have you tried again today Joe? Same problem?
Your best bet may be to create a Twitter account and reach out to us, as it'll be quick to create and the easiest way to get in touch (you don't need to use it for anything else if you don't wish). If that's not an option, you can always dial 611 from your phone to have this looked into - mind you, the wait times may be long depending on when you call. Listen for the call-back option if you do decide to call.
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Joe T

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Called a Koodo rep and he solved the problem for me. Thanks to Frank and to you all.