Cant change my plan through Self serve. Portal is not functioning and throwing an error message. On top of that insane waiting times for ca center. My call hasn't been answered yet; its almost 1 hour now.
There is an automatic $10 fee if you want us to change plans for you. Free if you do it yourself online. Looking at the email address you used here the only account I can find with that one is a cancelled one. Do you have an active line?
I just went through the change plan aspect all but for finalise, and I never had a problem with it. In terms of Koodo call I normally set it up so they call me when a representative is available. Also at this time in the year heavy customer service traffic is expected.