reported a phone stolen but the plan is still active, why? can they still use the phone?

  • 1
  • Question
  • Updated 1 year ago
  • Answered
I reported a phone stolen but the plan is still active, why? can they still use the phone?
Photo of Crystal Greatrix

Crystal Greatrix

  • 82 Points 75 badge 2x thumb
  • frustrated

Posted 2 years ago

  • 1
Photo of Bernard

Bernard, Official Rep

  • 75,650 Points 50k badge 2x thumb
If you reported it as stolen the phone can't be use until you re-activate. You still have to pay for the plan though as you are not cancelling your line.
Photo of Crystal Greatrix

Crystal Greatrix

  • 82 Points 75 badge 2x thumb
Koodo self-serve won't let me cancel the phone line altogether, suppose I should call them? I have two phones on my account, will it affect my phone? hmm
Photo of Bernard

Bernard, Official Rep

  • 75,650 Points 50k badge 2x thumb
If you cancel you will lose your phone # and you may not get back the plan you had either. Indeed only via calling us can you cancel. Be prepared for some wait as due to some recent promo we have been flooded with people signing up. 
Photo of Dennis

Dennis, Mobile Master

  • 187,758 Points 100k badge 2x thumb
The line is suspended so no calls or data can be used, but you are still playing for your plan.
Photo of Cathy Gilbert

Cathy Gilbert

  • 60 Points
Sorry to piggy back on this question but I am on hold with Koodo right now to ask about this so maybe a reply will come here quicker.  I was told that I was only going to be charged $5 to "hold" that number until we got a new phone.  We called to report the phone stolen almost 2 months ago and I see on my new bill I'm being charged the full $50 a month. If I had know this I would have completely cancelled the phone.  Is the only way to resolve this actually speaking to koodo ? 
Photo of Mathieu

Mathieu, Mobile Master

  • 60,828 Points 50k badge 2x thumb
Hi Cathy,As it is explained above, reporting the phone as lost/stolen does not stop billing from occuring. It only stops it from being used in North America. You would of had to completely cancelled your plan for billing to have stopped. You will have to pay your bill for this time. If you decide you want to cancel your account, you will need to call Koodo for the cancellation so you might as well stay on the line and avoid another hour-long wait.
(Edited)