Impossible to upgrade to new tab?

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  • Updated 3 years ago
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I have been a Koodo customer for almost three years. I have a POSTIVE balance on my tab. That is, I don't owe anything, my tab is fully paid off. I recently got a new Android (unlocked blu) phone that I bought outright for cheap on Amazon.

I am NOT interested in upgrading my phone. All I want to do is switch to the new Tab so I can take advantage of the new plans.

When I go to change my plan, I push the button at the bottom of the screen to "get started" with the new tab and I get a popup window saying I can't. It lists three reasons that "may" be the cause, none of which are in any way applicable to me (I'm not a new customer, I've paid my bills, I'm not on a spending limit plan).

So is it completely impossible to change to the new tab without upgrading your phone? Has anyone run into a similar problem and been able to pry some answers out of Koodo employees beyond "You can do that on the website, we can't change plans here"?
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Tom Radcliffe

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Posted 3 years ago

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Hussien Fahd

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by tab do you mean new contract? because a tab is used to subsidize the cost of a cellphone and you pay a bit of the tab every month.
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Ivan, Mobile Master

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If you ever run into an issue with Self Serve, you will not be charged for calling in. The service charge is only applicable for people that call in when they could've made the change themselves online. If something's broken, you won't get charged.
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Adam Preece

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The same problem.  I have two lines, first line has money owing on tab and I don't want to change that plan. The second line has was a unlock phone i bought for my girlfriend and had the 2 gb unlimited Canada wide plan for a year or more.  When I first found out about the new tab plans, I was able to switch her plan from the $75 2gb unlimited Canada wide plan to the $70 dollar 2.25gb unlimited Canada wide plan online.  I tried to go for the 3gb paln but it gave me the same. Based on your profile, you are not eligible to complete this transaction.  Potential reasons for this are: You have not been with Koodo for at least 3 months. You have not yet paid off your first bill. You are on the spending limit program. I've be with Koodo for 4 years and have paid many bills and at no time have I ever be on spending limit program. 
I'm going to call Koodo this week and try to have it switched over. 
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Bernard, Official Rep

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Folks, we have uncovered the issue and have a fix coming on the 15th of September. The problem affected very few customers and we had some challenges in replicating it and finding the root cause. Please accept our sincerest apologies for the delay and indeed if you want to upgrade before the 15th just give us a call.  
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After giving 611 a call a few weeks ago, I was told by the representative that we will have to buy a new phone to take advantage of the new plans. The way I read the website is that new users can BYOD and sign up to these plans, so this seems to do nothing other than to punish current users.

Am I correct in assuming that your reply means that this information was false?
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Bernard, Official Rep

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I'm not sure what exactly they told you Steve, but if it was the above that is incorrect indeed. Existing customer can switch to the new plans as well. They do have to pay off any existing negative TAB they may have first. Also, if you had an existing BYOD discount already that will no longer apply with the new plans. So we are definitely not punishing existing customers.

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