my phone was stolen but i want to keep my account

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  • Updated 3 weeks ago
I purchased an LG6 phone less than 2 weeks ago and paid for it outright ($120 + appl. taxes and fees) in London Ontario and it was stolen.  I signed up for a $35/month plan for 2 years and under  advisement from Koodo online I suspended my number.   I received an email today stating Koodos regret to see me go and furthermore saying my account will be cancelled in 2 days.   I was told at the kiosk where i purchased the phone that I am under a contract and if my device was lost or stolen I would still have my account and would need to purchase a new phone.   Ho w can I do that if my account is cancelled.   Please clarify for me my options and how I can proceed with keeping my account and plan and either buying a phone from Koodo on a tab or bringing my own device into the miix
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Keri-Lynn Shelly

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Posted 3 weeks ago

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Goran, Mobile Master

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That's odd. Normally accounts are not automatically cancelled when you suspend. You'll need to call 611 to get that fixed asap. Or the toll free number if you haven't gotten a new phone yet.
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Dennis, Mobile Master

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How did you suspend your line?  Was it done online or over the phone?
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Keri-Lynn Shelly

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611 from where?  i have no phone
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Keri-Lynn Shelly

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i suspended my account online like the virtual assistant said.  now i cant change my plam order a phone or anything and the 15 day warranty is almost up.   Plus I am paying for protection plan for a phone that i no longer have
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Keri-Lynn Shelly

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what is the toll free number.   i suppose i need to find a pay phone.   i am assuming wait time is an hour or so as with any company,correct?
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Dennis, Mobile Master

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If you unsuspend your phone on self serve you can change your plan or order a phone or remove your protection plan
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Mats

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A few things

That seems very cheap to buy the LG6 outright. More than likely you have a tab for it that you pay every month for 2 years.
Sounds like a mix up that your account was cancelled instead of just suspended. Contact them to ask about that.
You need to get your account unsuspended then pay off your tab, then you can buy another phone with the tab. Or you can get a new sim card and bring your own phone.
the link below should provide info for you.

https://www.koodomobile.com/help/reporting-your-lost-or-stolen-phone
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Keri-Lynn Shelly

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it was a lg4
i cant unsuspend my accouabnkoodo cancelled it and now i cant access it.  just expected to pay 50 dfollar bill.   cant cahnge services or cancel the 10 dollar protection plan either.   i am on n disability and cant afford services i am not us9ing
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Dennis, Mobile Master

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Let's take a step back here. How did you report your phone stolen to suspend your line?
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Allan, Mobile Master

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You dont need to keep your account to pay off your phone. If you cancel you will just be charged the remaining balance you have left to pay all in one bill.
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Keri-Lynn Shelly

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my phonje is paidoff.   my social worker bought it for me formy brithday last week actually
just bill for usage monthly.  i didnt even get to use my phone for a full monthly billing cycle

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Keri-Lynn Shelly

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and i cant chagne my plan or cancel protection plan because i have no access to my account anymore

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Dinh, Mobile Master

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@Keri-Lynn: in this case, you need to contact the social worker, he/she might have the access to the account.
(Edited)