I'm trying to order a new phone, but it will not accept my address.

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  • Updated 4 weeks ago
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I'm trying to order a new phone, but it will not accept my address. It's a "new" address, so I guess it's not in your database of addresses, but it's been my mailing address for almost two years now. Seems like long enough to get that sorted out. Please advise.
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Trevor Lambert

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Posted 4 weeks ago

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Mats

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Does it match your billing address that you have in your self serve?
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David, Mobile Master

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Is your address in the format Canada Post defines? Koodo uses their database for addresses.
https://www.canadapost.ca/tools/pg/ma...
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Trevor Lambert

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No, the address I have in my self serve is my in-laws' address, because I had the same problem when I first moved. I couldn't enter my actual address. That workaround is no longer viable now that I actually need to have a phone shipped to me.
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Dennis, Mobile Master

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If the address is to new, I recommend purchasing in store, then when paying, you may need Koodo to register your credit card
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David, Mobile Master

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That’s the problem, then. You can’t ship to an address other than your billing address of record in your self-serve account.
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Trevor Lambert

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Well, you get penalized for $30 for not buying online. That's a bit annoying. But I'm also trying to buy an "online only" phone, so it's literally not possible. 
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Trevor Lambert

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David, I entered it in the defined format, but it appears the problem is Canada Post doesn't have it in their database. I'm really hoping that I'm not living in a world where Canada Post dictates where I can and cannot reside.
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Dennis, Mobile Master

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Canada post is the the main source to determine addresses and postal codes.  This is one of the risk of moving into a new development.  Maybe contact Canada post to update their database to include your area
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David, Mobile Master

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And contact Koodo directly about your current address. They should be able to override the database restrictions.
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Trevor Lambert

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I guess I asked the wrong question, but it won't let me delete it. If Canada Post does not recognize my address, I guess that means I should switch to another phone carrier?
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Trevor Lambert

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I'll try Facebook. 
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Trevor Lambert

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My experience was somewhat different. I got a reply to my e-mail within 2 hours, while the message on Facebook remains unanswered. You were correct, no charge to change the address in this case.
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Mats

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No matter which way you contact Koodo its hit and miss on how long it takes for a response or how long hold times are when calling them.

So they were able to change your address for you and you're all good now?
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Trevor Lambert

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Yes, it's all good. Thanks.
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David, Mobile Master

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The Facebook message will likely remain unanswered, as they will review your account and determine your issue has been resolved. Multiple messages with the same query slow the response to all clients.