Lost bonus add-on data when I changed plans

  • 1
  • Question
  • Updated 2 months ago
  • (Edited)
Hello - I signed up for a new line that was 55$ or more (with 2gb bonus data). I changed my plan to another that was actually a little more expensive. And the 2gb addon was on my plan before I changed, but then I changed the plan and now the 2gb bonus addon has disappeared! Any thoughts why that happened?

As far as I am aware, that 2gb bonus data is an ADD ON that should stay. If this is a glitch it needs to get fixed ASAP

I have called in and had them put the 2gb bonus back on but if it's a system error it should not happen to anyone else!
Photo of Jeremy V

Jeremy V

  • 90 Points 75 badge 2x thumb

Posted 4 months ago

  • 1
Photo of Goran

Goran, Mobile Master

  • 90,654 Points 50k badge 2x thumb
That would have likely been looked into after you calling in to have it resolved. If they haven’t then I’m sure they will at this point with you writing about it here.
Photo of Jeremy V

Jeremy V

  • 90 Points 75 badge 2x thumb
Thank you for the quick response. Could you please relay this to whoever is in charge of resolving it. This was a VERY frustrating experience. Not only myself but several family members also had to call in about it.
(Edited)
Photo of Goran

Goran, Mobile Master

  • 90,654 Points 50k badge 2x thumb
I do not know who is specifically in charge but employees are on here and will / have already seen this. Again its likely it got passed forward from the rep you spoke to earlier.
Photo of Dinh

Dinh, Mobile Master

  • 32,872 Points 20k badge 2x thumb
They properly won't let it automatically stays in your plan. Customers have to call in and negotiate.

Possible reasons are: the promo was time-limited, and was restricted to certain plans. There are few things they have to check to make sure customers don't change to lower rateplans, and if other promotions could be stacked.
(Edited)
Photo of Erwin

Erwin

  • 23,546 Points 20k badge 2x thumb

Hi Jeremy,

The bonus 2GB data add-on for 24 months does drop if you change your plan. I hope this would clarify your confusion.

Photo of K D

K D

  • 192 Points 100 badge 2x thumb
This happened to my mother who I just setup as well. Had to spend an hour on the phone. NOWHERE on the website or anywhere else including in store did they say you can't change your plan afterwards. It's a promotion AT SIGNUP which doesn't mean the 2gb bonus should NOT stay.

Add-ons SHOULD NOT be affected by plan changes! This is what happens when you screw with a perfectly good working system - heads up koodo programmers - make it EASY for your customers to want to stay with you!!!!
Photo of Dennis

Dennis, Mobile Master

  • 186,680 Points 100k badge 2x thumb
The bonus is a special promo based on the plan you signed up for.  If you switch, you lose the special promo.  It is not a glitch or an error.  However, should there be some wiggle room or certain exceptions?  Maybe, I think how they helped Jeremy was fair and good customer service
Photo of John CS Forms

John CS Forms

  • 110 Points 100 badge 2x thumb
This has affected our line as well. How do I fix this? Would really prefer not to have to call in and be on hold for an hour for nothing. Why should an add-on be removed???????
Photo of John CS Forms

John CS Forms

  • 110 Points 100 badge 2x thumb
2gb bonus was for new signup on select plans. The ONUS is on KOODO to specify what that means. They said 55$+ plans. I signed up for 55$+ plan. Now that I've changed to another plan that is more expensive, the 2gb addon has disappeared (despite it also qualifying at the time).

Why should the addon not transfer over? The only thing koodo said was that there was a 2gb addon bonus. They didn't say you couldn't switch plans.
Photo of Dennis

Dennis, Mobile Master

  • 184,920 Points 100k badge 2x thumb
When you changed plans on self serve, it also says that certain features/add-ons may be lost
Photo of Sara McKinlay

Sara McKinlay

  • 60 Points
actually it didn't it said that. what it did say was that some plans may not exist and if I changed plans I may not be able to change back. It said nothing what so ever about the add ons. All the ones I pay Koodo for stayed just the bonus data is gone. I upgraded to a more expensive plan and now basically am paying more for what I had before and there was no notification that this would happen. Sorry but it is Koodos responsibility to provide its customers with accurate information. this is rediculous.
Photo of Dinh

Dinh, Mobile Master

  • 30,692 Points 20k badge 2x thumb
@Sara: which plan did you have, and which plan did you change to? Some add-ons were dependent on rateplans and time-limited (especially the bonus data, long distance minutes...). If you changed your rateplan, you might not be qualified for them anymore.
(Edited)
Photo of Paul Deschamps

Paul Deschamps, Mobile Master

  • 198,752 Points 100k badge 2x thumb
Don't know about when you change from the bonus data plan but when you signed up for it they said that you will lose the bonus data if you change your plan as it's tied to the plan not thr account.