Can't change plan or add-ons on self-serve

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  • Updated 9 months ago
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I've had a bad month and knew I was going to exceed my plan minutes, so I wanted to put an add-on to prevent this.  Site has consistently replied "An error has occurred, please try again later".  This has happened on multiple times with multiple browsers over the past week, and I've now exceeded my plan and will be charged ridiculously expensive overage minutes.  I couldn't even change my plan.  Don't have time to deal with phone support, plus there is a charge for that privilege too.

My month is over today, so the bleeding has at least stopped for now although I'm pretty freaking furious with Koodo at the moment.  What's the solution?
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Ed Prior

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Posted 1 year ago

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David, Mobile Master

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Possibly had you come to the community at an earlier stage, some suggestions could have been offered. You also would have learned that there is no charge to call for issues you are unable to address through self-serve, especially when there are website problems.

BTW, changing your plan mid-month usually results in even greater costs, as your minutes are pro-rated across the month, meaning you would have to make the change at a point BEFORE your actual consumption exceeded your average daily allotment to that point.  The $10 Unlimited add-on is likely the better option.

If you feel that you will exceed your minutes again, choosing a larger plan now might be the best option.
Wow - what an unnecessarily snarky answer to this person's question. It is not stated anywhere in the maze of clicks to get to a phone number that you will not be charged for services you could not activate on the website. Nor does it state that you will not be charged for services that you were not comfortable activitating on the website due to a lack of detailed information. The fee structure appears to be specifically designed to discourage people from seeking help from Koodo in favour of turning to the community. This is the first time I have searched for an answer to an issue on the community forum. I hope others are not as condescending to people seeking help as you have been.