Paid for adding texting and phone,but phone doesn't work now at all. Not happy

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  • Updated 1 year ago
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Phone doesn't work. Tried calling Koodo and calls don't go through!
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Marg Ladner

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  • frustrated

Posted 1 year ago

  • 1
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Timo Tuokkola, Mobile Master

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What model of iPhone? Did you purchase the phone from koodo? Did it ever work? Prepaid or postpaid? Is 3G enabled?
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Chad Burr, Mobile Master

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Are you roaming? If so where?
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Ivan, Mobile Master

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My guess that the phone's not connected to the network if 611 isn't working. Please provide more information, most specifically what plan you're on and if you had just signed up and it has never worked (along with answering the Timo and Chad's questions).
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Mayumi, Mobile Master

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If you are roaming (you mentioned "Paid for adding texting and phone"), did you restart your phone?
Also check if you have an "international voice roaming" add-on ($0/mo).
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Marg Ladner

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We added on a $45 text ,phone package a week ago and powered down twice since!
And yes ,the phone always worked until we got to Hawaii!we can text,but cannot call anywhere,even here!
There are 3-4 bars showing with at-t,so please don't try to blame me for this mistake!
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Ivan, Mobile Master

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Nobody was blaming you for anything, just trying to offer solutions while working with limited information. You did not mention that your issue was with roaming in Hawaii until now.

You cannot reach Koodo via 611 while roaming - you need to be connected to Koodo's network for that to work.

Have you checked to see if you have the required free add-on that Mayumi mentioned?
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Ranjan, Official Rep

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Hi Marg - I see two lines on an account matching this email address (ending in 81 and 78), but neither line has an international roaming add-on. Did you text "ALL40" to the number 7626, to add the $40 international roaming add-on? In any case, we'll need to look into your account to help get this sorted, so please send us a private message via Facebook (you can use the icon at the bottom of this page) and a rep will help look into this with you. 
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Marg Ladner

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Ok,so one week ago I called Koodo for the $45 adding for phone-text and told your representative that we were going to Hawaii!He said that it was all set for this number being xxx-xxx-xxxx. My husbands xxx-xxx-xxxx is on the same account,but he is just using email!I have given plenty of info to work with and wouldn't the international thing have added when I placed the call!I didn't see anything about that when checking my account!So,again,Ivan,please don't try to blame me for this!
(Edited)
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Mayumi, Mobile Master

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Ranjan. OP is in Hawaii.  
U.S. Unlimited Minutes & Text Roaming is Text 30TNT to 4545

@Marg
No one is blaming you. We are just trying to help your situation.
We need more info to figure out what is wrong or what doesn't work.
(Edited)
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Ranjan, Official Rep

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Yikes. Clearly all of my old Carmen Sandiego knowledge has expired, since I forgot that Hawaii is a part of the U.S. My bad.

@Marg - this is a public form run by other customers just like yourself. Users with the title 'Mobile Master' beside their name are our 'super users' that have a vast knowledge of Koodo products and services (in addition to other industry knowledge), but don't have access to personal account info. Only employees (or 'official reps') like myself can access customer accounts.

That said, I do see that a call was made on March 14 and the rep did indeed add the $45 US roaming package for you (apologies for my error before). Since you've tried restarting your phone, and the correct features seem to be added on the account, please send us a private message on Facebook to get this sorted. We'll need to authenticate you and get/share private account info., which we can't in this public forum.

Also - I've removed the phone numbers you mentioned above so that you don't get any unwanted calls from others picking up this info. from here :)
(Edited)
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Marg Ladner

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Tried to get through to Koodo on Facebook,but no luck!
I give up after hours trying to resolve the issue with Koodo !
Let's just forget about it as I am disgusted!
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Allan, Mobile Master

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It's rather late so the Koodo reps may not have gotten to your message before they went home. I would say you should expect a response tomorrow as long as they aren't too crowded with messages.

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