Can't change my plan in self serve

  • 1
  • Question
  • Updated 2 months ago
  • Answered
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

I bought a new phone May 18th but now when I try to change my plan I get this message even though it's been longer than 14 days. I tried calling koodo but I've been on hold for 45 minutes and I don't think they will answer now that is it 9 pm local time. I work 8-8 so calling during the day isn't an option and this is the third day I tried calling them for help. I went to a mobile shop today but they could help me and said to call. How do I fix this and should I hang up now that it's after 9? 
"You can’t change your plan or add-on’s within 14 days of activating or upgrading your phone. Please try again after the 14 day period is over to make this change."
Photo of Michelle Lynn Coe

Michelle Lynn Coe

  • 200 Points 100 badge 2x thumb
  • frustrated

Posted 2 months ago

  • 1
Photo of Michelle Lynn Coe

Michelle Lynn Coe

  • 200 Points 100 badge 2x thumb
Photo of Dinh

Dinh, Mobile Master

  • 45,986 Points 20k badge 2x thumb
@Michelle: I would suggest you send message to their facebook/Twitter (to avoid the wait on phone). you could also ask for a call back through their chatbot https://www.koodomobile.com/help/
Photo of Dinh

Dinh, Mobile Master

  • 45,986 Points 20k badge 2x thumb
@Michelle: When was the last time you message them? you joined May18? so I assumed this is the 1st try. What was the issue back then?

Well, I guess we could either stay here and lament about Koodo wait time or  find the way to get things done. I would try to send message to their facebook again.

You might go to the wrong option with the bot: I was able to get to the call back menu in the image below
(Edited)
Photo of Michelle Lynn Coe

Michelle Lynn Coe

  • 200 Points 100 badge 2x thumb
I have literally been a customer for 7 years so I think you need to go to bed. Your help is not helpful. "call back" will lead to a call between 8-8 when I am not allowed a phone. I bought a new phone on May 18th which you would have known if you read the post. I hope all your answers aren't as condescending. They answered after an hour and 5 minutes on the phone. The 14 days message is a glitch just so you know and it turns out they will answer calls still in queue after regular business hours. Both of those facts would have been helpful. You were not. 
Photo of Dinh

Dinh, Mobile Master

  • 45,986 Points 20k badge 2x thumb
@Michelle: I tried to find the way to solve your problem. If you insisted on your own way, then you do whatever you want.

I didn't know about the glitch, so please don't throw dirt on someone. I am a customer just like you.
Photo of Michelle Lynn Coe

Michelle Lynn Coe

  • 200 Points 100 badge 2x thumb
"Well, I guess we could either stay here and lament about Koodo wait time or  find the way to get things done. I would try to send message to their facebook again. "

I think you need a new hobby. 
Photo of Dinh

Dinh, Mobile Master

  • 45,986 Points 20k badge 2x thumb
Ok, Good luck !
Photo of Dennis

Dennis, Mobile Master

  • 201,104 Points 100k badge 2x thumb
Did you change your plan recently (like when you got your new phone)?  This would explain why you cant change your plan on self serve
You can't fix it. You either wait a few hours/days and get help from a Koodo person through phone, twitter, or whatever, or wait 1-2 billing cycles for Self Serve to allow a change.

Bernard, weren't you looking into this "14 day" thing, or was it another one of the many bugs of Koodo?
(Edited)

This conversation is no longer open for comments or replies.