Return to Plan after Seaonal Hold

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Hi, I am in China and cannot get through to customer service to remove the seasonal hold for when I soon return to Canada. The customer service agent on the phone that set this up said I would be able to remove the hold in my account through self serve but I cannot see my original Plan available. What's going on? Where is my rate plan gone?
Koodo support please contact me. The website won't let me email and it is impossible to call due to the long distance and time difference.
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Chris Walsh

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Posted 2 weeks ago

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Dinh, Mobile Master

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@Chris: when you return from seasonal hold, you would have to pick an in-market plan. You could not select your original plan if that plan wasn't available. Have you been able to see any plan when you choose to change your plan?
(Edited)
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Paul Deschamps, Mobile Master

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If your old plan isn't available then you have to choose a new plan. It's stated on the site that when going on a seasonal hold you need to choose an in market plan at the time of removing the seasonal hold. So just proceed through self serve like you did and choose a new plan that's available now to return service to your device.
(Edited)
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Mats

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Seasonal hold is a good option except the part about having to pick a new plan if your old one isn't available.

https://www.koodomobile.com/help/keep...
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Chris Walsh

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I spoke specifically about this with the customer service agent. Those plans are vastly inferior to my original plan. I was told there would be no trouble to return to my plan.

If I was correctly informed by the agent that my plan would not be available then I would not have gone on the seasonal hold. A hold is a hold. Not a plan change or cancellation. The title itself is misleading and I was incorrectly informed by the agent.

Thanks for your replies. But to koodo If I am not given back my plan I will be cancelling service. I have my own phone, no tab or contract.
(Edited)
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Mats

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I do agree with you that they should be able to put a hold on your account and when you want service back they should just remove the hold. Then everything just goes back to the way it was. They don't see it that way and it is explained in the link about going on seasonal hold.

You have to contact Koodo and plead your case.
(Edited)
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Dennis, Mobile Master

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You might need to put your line on an active plan to be able to port your number to a new provider (I assume you put your line on hold so you can keep your number)
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Chris Walsh

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Does anyone know an email address for customer support?
When I try to go through the site it just says access forbidden from this server.
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Bernard, Official Rep

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Chris, just send us a private message on Facebook and we'll help out. Selected plans in Saskatchewan are only available via our stores and customer support. That is why you don't see it online.
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BobTheElectrician

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I think the comment "access forbidden from this server" might refer to Facebook and Twitter being blocked in China.
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Chris Walsh

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Im on a VPN pinging off Hong Kong so I can access Facebook etc.
But Im thinking maybe the koodo system is not accepting the Hong Kong location or the VPN.
I dunno. Anyways. I messaged them on Facebook after. Hopefully will get a reply.

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