Can't change my plan for the 40$ Double Data Plan QC

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  • Updated 2 years ago
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  • (Edited)
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Koodo Website currently advertizes the 40$ Double Data Plan QC for a limitied time. I own a Galaxy S4 for 2 years and my tab is paid since April 2016. However, when I click to change my plan on the self-serve section, it does not show the 40$ Double Data Plan QC. Currently I have the 50$ 2Go plan, I want the 40 $ Double Data Plan QC. Should I call customer services? Will it be free? I am a student and I am scared I'll miss this great opportunity.

Thank you
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Félix Carrier

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Posted 2 years ago

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Bernard, Official Rep

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It is online Felix. You should be able to see it. I do. Indeed there a $10 fee to have us do it on your behalf if you call in. 
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Félix Carrier

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When I click on change plan, it does not show.

https://gyazo.com/4c1736fc81243117cc6454a3950912d5

Look at the screenshot for proof
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Bernard, Official Rep

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Felix, the screenshot you attached shows the $40 plan with 1gb, are you saying it's a no show when you click on 'change plan'?
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Félix Carrier

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When I click on change plan, it does not show.

https://gyazo.com/4c1736fc81243117cc6454a3950912d5

Look at the screenshot for proof
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Able

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Felix is right.

The new $40 plan does not show up in the list.
I can see exactly the same screenshot
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Félix Carrier

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Would be pretty sad to need to call customer services and instantly lose 10 $ for a website bug
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Boolanger

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You won't(or shouldn't) need to pay the fee if you explain you are unable to make the change through Self serve.
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Félix Carrier

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I'll give it a try, but my guess is they might just said: ''we can't change it on our side without charging you, our system is made like that'', which is the classic customer service answer you get when you talk to the first person. 
(Edited)
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Goran, Mobile Master

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Koodo reps are pretty good about it if you explain that you tried to but it just wasn't there. The system isn't (yet and hopefully never) set to make the charges listed mandatory.
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Félix Carrier

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@goran okay thanks. I'll call later !
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Félix Carrier

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Paging @Bernard who did not give me any good help beside telling me the feature should be there, which is not. Can you flag it and ask for it to be fixed ? Thanks
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Bernard, Official Rep

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Thanks Felix! Not sure what's happening as lots of customers have already change to it today. Will look into why this is not the case for you. Thanks for the feedback!
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Félix Carrier

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alright thanks, i'll keep looking in the next upcoming days
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Mayumi, Mobile Master

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If you are on the old tab system, then you don't see a new plans.(Even if you are already paid off your plan).

I was on the old tab system with 10% discount and wanted to switch to a new plan. But  I only could see the old plans when I logged into self serve.
I called CS and they could switch my plan. There was no charge for it since I couldn't do it through self serve.
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Félix Carrier

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@Mayumi I was not on the old tab system. My tab is paid and i have one of the new plan. 
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Bernard, Official Rep

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UPDATE: Folks, found the issue that affects a few customers only in Quebec. A fix is coming and should ready for Monday.
(Edited)
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Félix Carrier

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bumping because of monday
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Bernard, Official Rep

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Felix, have you been able to switch yet?
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Félix Carrier

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Hmm I contacted support on koodo facebook page, they did it on their side. But thank you !
Same problem here
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Bernard, Official Rep

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@ Jean-Philippe can you pls try today?
Just tried, and it works! I now see the option to take the 40$/2gb deal when changing my plan! I wont take it because support from FAcebook did it for me yesterday but people having problems yesterday should have no problems seeing it now!
(Edited)
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Bernard, Official Rep

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Awesome! Glad to hear it was all taken care of.
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BobTheElectrician

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