Need customer support but can’t wait on phone for two hours.....

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  • Updated 6 months ago
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I have waited on hold for over an hour twice and gave up because I have other commitments. I want to cancel my plan but I don’t have 2 hours to spend on the phone. What should I do? PS the customer support I’ve received really makes the decision to cancel easier!
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malory

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  • incredibly annoyed

Posted 6 months ago

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Goran, Mobile Master

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Do you want to keep your number? You can port over to another carrier. You contact the one you decide you like and ask to port. You won't have to contact Koodo again. You'll receive a final bill. You pay that and you're good to go. If you want to just cancel I'm afraid you'll need to keep calling. Can you do something concurrent while you wait? The best time to call for most customer support numbers is right when they open, which for Koodo is 9am.
(Edited)
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Goran, Mobile Master

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That is not automatically done. It is only enabled during high call volume times and even then it seems to not always kick in. Makes me think it's manually enabled by someone when "needed." Almost from the beginning when it was launched there have been people coming here periodically combining about not getting the option even after 40+ minute wait times.
(Edited)
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Dennis, Mobile Master

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It makes no sense for this to be turned off.  The exception being maybe 90 mins before they close
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Goran, Mobile Master

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I agree but I recall it being told here that it is disabled when there are lower call times. Combine that with it not automatically happening when call times are long and it makes me think it's enabled whenever Koodo feels the need to.
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Dennis, Mobile Master

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And that is why Virgin took the crown away from Koodo in the 2017 JD Power Customer Service award.  Actually it's more like Koodo gave the title away
LOL when I write things like that, someone usually deletes all my posts and archives the thread.
(Edited)
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Sophia, Mobile Master

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Even if you don't need to keep your number, you can still buy any prepaid SIM (cost varies from $5 to $10 on most carriers, on eBay often even cheaper), port your number over as Goran suggested and then let that expire.

To me the benefit of not having to wait 2 hours on the phone far outweighs the $5 I'd spend :)
(Edited)
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Bernard, Official Rep

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@ Mallory, the account under your name has been closed years ago. If you have another under a different account holder they will need to be the one to get in touch with us. 

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