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I've been an existing Koodo Customer for almost 10 years.
I called the 611 number multiple times today and also the 1 866 number but I finally got through using 611 from my phone. I had to call at LEAST 50 times as the call wouldn't even get to the automated prompt.
Once I finally got ahold of the first CSR, I told him I've been a loyal customer and would like to get the deal. He told me he would do it without having to transfer me to loyalty which would have been at least an hour wait.
He took a few minutes and made the change. I also got him to upgrade my spouse' account and he waited on the line until I got the confirmation email that both our accounts were updated with the promo deal.
It was stressful but overall it was worth it. TRUST ME guys, if you are thinking of leaving Koodo, it's up to you but I really think this is the best company to go with.
IF you get ahold of the CSR, BE POLITE, KIND and ask nicely if THEY CAN DO THE DEAL WITHOUT TRANSFERRING YOU TO LOYALTY IF POSSIBLE.
Just keep trying it's worth it!