System outage, failed auto-top up, and suspended service

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  • Updated 4 months ago
My auto-top up on my prepaid serviec didn't go through for some reason today, even though it's worked for years without incident and nothing changed in my billing details. My base plan says it's expired. My phone's not working at all, and there's no way to manually reactivate or top up either, as the prepaid self-serve website is down for maintenance and 611 is closed. I can't reach a human at Koodo to find out what happened.

I'm travelling at the moment, and unable to make calls or use the internet -- my phone is basically useless, which is pretty urgent. There's no way to reach Koodo -- phone sends me to website, web sends me to phone. What gives???

REALLY unimpressed. 
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segacs

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Posted 7 months ago

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Dinh, Mobile Master

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I still can logon to my selfserve as of now, but I am a postpaid customer. I believe you still can logon to the selfserve normally  despite the normal maintenance.
https://prepaidselfserve.koodomobile.com/

it is nightime now, they follow normal hours I believe, I think you could send them a message through facebook if 611 is down (they are sleeping)
(Edited)
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segacs

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Nope. Just a standard "we're updating our systems" message and an invite to call 611 (which is closed, of course). Way to be helpful, Koodo.

What I don't understand is how my service got suspended in the first place. I've been on auto-top ups for over 3 years and have never had a problem before, and nothing has changed in my billing details.

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Dinh, Mobile Master

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It is painful, but as noone from Koodo at 611 could help you now, I suggest you call them back early morning (less wait time) or send a facebook message and see their response. If someone from Koodo happens to pass by here, they might do something, but the chance is slim.

If it is not your fault, I believe the problem should be resolved quickly.
(Edited)
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segacs

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That still sticks me without a working phone for the next 7+ hours. On the road, when I need it. I can't even get through to anyone in an emergency!

Koodo, you've officially lost me as a client. I'll be switching carriers tomorrow.
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segacs

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8 hours later. Still no reply on this matter, here or on social media. I am once again able to log into Self Serve and I see my auto-top up was processed and the money is in my account, but my plan is still showing as "expired" and my phone service is STILL suspended. This is utterly ridiculous. It's also a safety issue, being stranded without a working phone while travelling. Koodo, you'd better have some answers for me soon.
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Mayumi, Mobile Master

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Are you traveling in the US?
Prepaid won't work if you travel outside of Canada and USA
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segacs

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Nope, in Canada. And I know that.
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segacs

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Update: I got through on 611 this morning and they said it happened due to a "technical glitch". Considering my phone was out for over 10 hours and they didn't even bother to apologize, I'm seriously not impressed. Especially when I stated that I was unable to reach anyone by phone, web or social media, and all I got was a shrug. Having my phone unexpectedly suspended with no warning only to be told "oops"??? Not. Acceptable.
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Barry Moss

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I had the same issue a couple months ago... and having the same issue again today! For some reason my auto top-up didn't go through again this month to pay my prepaid baseplan so my phone is unavailable for text or calls again without warning or explanation.... Koodo rep please explain.