Public mobile to Koodo porting Call forwarding not included

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  • Updated 1 year ago
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I ported two numbers from Public mobile to Koodo and I was told I will get the same plan for same price, however when I checked our Koodo plans I see call forwarding is not included in Koodo, we will have to pay extra for that. I am worried what else is not included in the Koodo plan as compared to Public mobile plans we had....it is not right Koodo should keep the promise and match the plan exactly. I emailed Koodo about this and after two days I am still waiting for reply...is this the best customer service?
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nVEE

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Posted 1 year ago

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Jru Gordon

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Since when is Call Forwarding not included in any Koodo plans? You should get Call Forwarding, Call Display, Voicemail (10 Messages)...
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nVEE

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Call forwarding is included but it is pay per use, in public mobile it was free
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nVEE

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I am on call with the Koodo rep and call forwarding is $3 per month extra
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Goran, Mobile Master

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Take a cl;ose look at your service agreement to see if anything is missing that you should have.
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nVEE

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Thanks, this is what I am trying to do and understand
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Goran, Mobile Master

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Looking at koodomobile.com, the following is included:

"Call Display, Voicemail, Call Waiting, Conference Calling and Unlimited Canada-wide Family Calling"

And as Neeraj said above, call forwarding is normally a 3 dollar a month add-on.

Best guess is you might be able to argue that the plan should be 100% identical if that's the wording for the promo. Good luck.

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Dennis, Mobile Master

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You might have better luck hitting them up on facebook via private message
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nVEE

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Thanks
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Ranjan, Official Rep

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nVee - to confirm, is the inquiry for the numbers ending in 01 and 49? If so, I can flag this with the right folks to look into and get some more info. I'll report back once I know more. 
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nVEE

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Good morning Ranjan, I hope I will get reply today.

Thanks
I called customer service yesterday and they refuse to honour the call forwarding.This is cheating.I ported two numbers to Koodo.Koodo should give us the exact same plan what we had with public.
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Ranjan, Official Rep

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@nVee and Matthew - I've been working with a team internally to look into this over the past few days. This was due to an error in replicating the Public Mobile plans in the Koodo system to accommodate the migrations as advertised. We will honour the offer and Call Forwarding will be included with the applicable packages, but as this requires a system update, it will take some time to implement (approx. 2-3 weeks). Once updated, the feature will be applied to future ports as well as those that have already switched over - such as yourselves.
(Edited)
@ Ranjan Thanks for the update really appreciate your time in this
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far far

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The issue is that every time they change the provider they are also deleting some part of the previous plan.
With original Public, we had unlimited text and call in Canada,3-way calling, call forwarding, unlimited international text, talk, and text roaming in Canada and US,
With Telus Public plan we had: Unlimited Canada-wide Long Distance, Unlimited global text messaging and picture messaging, Voicemail, Call Forwarding, Call Display, Call Waiting'Conference Calling
And now with Koodo, no sign of US roaming, unlimited global text, and MMS and call forwarding.
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Ranjan, Official Rep

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Confirming that Call Forwarding has been added to plans for those that have ported as part of the Public to Koodo promotion - and will be available for future ports as well.
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Allan, Mobile Master

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In telecommunication, provisioning involves the process of preparing and equipping a network to allow it to provide (new) services to its users.
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Jim J Mazerolle

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So call forwarding is now showing on both my accounts, but costing 50 cents a minute?
There was no PPU under public.
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nVEE

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Mine is showing a different screen
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nVEE

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my plan detail does not show any thing about (unlimited anywhere in Canada to anywhere in Canada), 1 GB data etc.
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nVEE

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call forwarding is still not showing, come on Koodo fix the plan screen.
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Paul

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I've got the exact same problem.
Transferred from Public Mobile on account of and I quote "exact same plan",
only to see "Call Forward Pay Per Use" under my plan.
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nVEE

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Hi Paul,

Can you please capture the screen and upload here as my plan detail screen and Jim's screens are absolutely different.
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Jim J Mazerolle

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FYI, I have the same screen as Paul. What I posted was the PPU rates, with Public there was no PPU for call forwarding.
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Paul

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nVEE

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Thanks, it is still different than mine
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Ranjan, Official Rep

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Hi all - I've been going back and forth with our digital team to sort this out. Call Forwarding will be honored as an included feature for all customers that ported over from Public Mobile as part of this migration offer. There does appear to be an issue since the feature isn't showing up on the accounts as Jim and nVee have pointed out above. The team is looking into what this issue is and will work to get it fixed. I'll share an update once I have one - appreciate your patience while we work to get this sorted.
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Dennis, Mobile Master

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Sorry I was just answering Lloyd's stand alone questions
@ Ranjan -Do we have any update on this?
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Ranjan, Official Rep

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Hi all - I have confirmation that a fix for the Call Forwarding issue was put in roughly 2-weeks ago. This will automatically get applied to existing accounts that migrated from PM to Koodo once your billing cycle renews. The feature will not be visible in your self-serve account (I'm told because it's a standard feature included with the package that's not adjustable/removable).

We advise that once your billing cycle renews, you test the feature to ensure it works and that you're not being billed for it by reviewing you usage in self-serve. If there's an issue or if it shows charges being incurred, please let us know and we'll investigate further. 
@ Thanks Ranjan for the update.

I contacted customer service on this weekend and spoke to a supervisor who told me that the new code for call forwarding is now active and hence call forwarding is active on my numbers without any extra charges.
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Jim J Mazerolle

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@ Ranjan, Thank you for your due diligence on this issue. It is appreciated.

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