Trying to order a BF phone online, Won't let me keep current plan, any ideas why?

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  • Updated 6 months ago
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So, I'm well aware of the black Thursday/Friday fiasco of Koodo's site crashing and their servers over swamped. However, upon checking Friday night, everything seemed to have worked, until I got to the cart.

I added the phone I wished to purchase, selected Tab Medium option. My current plan is the Canada-Wide 55 plan from 2015, so its well within the medium tab requirements. added said phone to cart, site was still working, everything was going good. Then, took me to the add plan page, saw my current plan and it said "Add to Cart". However, after nearly 50 attempts, every single time I clicked on my plan to "Add to Cart", it wouldn't add my plan to the cart, and would just automatically take me back to the Cart page.

Does this mean, in order to order a phone online (which it's only available online), I will have to upgrade to a different/current plan to be able to successfully check-out? Or could there still be some issues with koodo's servers/site, that its not letting customers keep their current plans??
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Jason Bayer

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Posted 6 months ago

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Clayton Monster

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SAME ISSUE ASWELL! really want that essential phone :) no matter what plan I add to cart it voids the 0$ down and says I need to pay 290$ up front as well as medium tab...
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Bernard, Official Rep

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An out of province plan could be an issue for some orders.  
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Goran, Mobile Master

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Likely some odd issue. It has happened before. You'll need to contact Koodo directly to get around it unfortunately. You could try clearing browser cache and doing again in private / incognito tab of your browser but I recall it being a behind the scenes issue.

I do recall also some especially grandfathered plans will only let you keep it with a tab small. You could try that to see if it works. Still comes to 360. Let us know.
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canuckguy

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I tried it on tab small as well still didnt work :(
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canuckguy

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Same thing is happening to me. I have a the old Canada wide $55 dollar plan when i add a phone to my cart it says choose a plan, when i choose my plan it says switch to Canada wide $55 dollar when i click switch it takes me back to the phone page saying to add a plan. So frustrating. Its an online onlly phone
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Bernard, Official Rep

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@Jason, which phone was it? Trying to track down what the issue might be? Are you in BC? 
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Jason Bayer

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@Bernard Yes...I am in BC and it was the Essential phone, then I tried with the LG G6 and still doesn't work. Always lived in BC. Never had an out of province plan. Cleared my cache on my phone and laptop, still can't get my Canada wide 55 plan to attach to the cart to successfully check out. It's probably something British Columbia related...thanks for helping!!!
(Edited)
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Bernard, Official Rep

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We are looking into what could be the issue Jason. Something specific to your account, but can't figure out what it is. The out of province plan point was aimed at others. I see what plan you have. 
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Jason Bayer

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Thank You @Bernard, much appreciated!!
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Clayton Monster

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Small tab worked! Thanks Koodo!
I also put a USA VPN on for good measure, but I doubt that helped. (Hola free VPN, just in case)
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Jason Bayer

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@Clayton....Congrats man! I'm still struggling and I even used the hola VPN. I think my account is severely screwed up. But I'm glad I'm not the only one who is suffering from this, and no matter what I do, it's never going to work.

Hopefully keeping fingers crossed for Boxing Day
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Akash Chand

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SAME HERE! I really want the Essential phone and I DO NOT want to change my plan under any circumstances
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Jason Bayer

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@Bernard...if this helps or not, but I just tried again and I found something interesting. When I go to the "Add A Plan" page, and go to select my own current plan and "Add To Cart", it comes up with this message of "Do You Want To Switch To The Canada-Wide $55 Plan?" Then when I select "Yes, Switch", that's when it takes me back to the cart and nothing happens and I can't progress to checkout.


However, doing the exact same steps again, except this time selecting "Choose A New Plan" option instead of "Your Current Plan", I was allowed to select a different plan, but without being asked to switch from my current plan. Sure enough, that worked and it took me to the "Check Out" page.


So I'm thinking it's something to do with Koodo not recognizing the Canada-Wide $55 plan as an allowable option for Koodo members who want to upgrade their phones online. Also, I find it odd how it asks me if I want to switch from my current plan to my current plan, but doesn't ask me when I want to switch from my current plan to a new plan!


Thanks
(Edited)
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Bernard, Official Rep

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Thanks Jesse! No solution yet, but we will help you out one way or another. 
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Jason Bayer

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Thank You Bernard....it's Jason by the way....but that's okay!!
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Bernard, Official Rep

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Sorry Jason! It's been a long night!:-)
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Clayton Monster

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When Koodo says "FYI you are keeping your current plan" I trust them :) ... I think.
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Jason Bayer

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I sure hope so, haven't heard anything today, so I'm guessing progress has hit a dead end. Oh well, hopefully it'll be around by boxing week and maybe it'll get fixed by then. But I'm definitely never giving up this plan (at least until something better comes along)
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Jason Bayer

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Well, at least it looks like Koodo is fixing something with the online store this morning and I'm hoping it's related to mine, and a few others, issue with online ordering...

However, as per usual, the essential phone is sold out and the BF sale ends tonight, and because it's an online only phone, "going into any Koodo store for great BF deals" doesn't help when it's an online only phone.

Congrats to everyone who was able to get a great deal this weekend
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Jason Bayer

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Finally Got One!!! Went into 2 Best Buy stores, and the one in South Surrey had 2 left for Telus. Mobile Manager said she tried to activate through Koodo yesterday but it wouldn't work, but said she would try again today.

20 minutes later and VOILA!, scanned the upc then the IMEI and everything scanned under Koodo! (As she looked at me and said "You're Lucky"). They had to call Koodo to get my Canada Wide $55 plan to transfer over to this phone/tab agreement cause their system wouldn't let me transfer my plan.

But definitely try Best Buy, Wow Mobile, wherever Telus stock of phones are, cause you will be able to get one!

Thanks everyone for all your help, much appreciated!!
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Bernard, Official Rep

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Awesome! 

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Akash Chand

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Unfortunately no stores near me have it, and after trying for 3 days unsuccessfully, calling customer support to no avail, and spamming the twitter account to finally check my DMs, the phone is sold out, and no one can do anything about it for me. I think it is time I leave koodo and switch to a provider who can actually keep their website running, and ACTUALLY helps me get the phone I want. I used to recommend Koodo to all my friends and family, but now I will recommend against it as much as possible. #1 Website doesnt work, and I send emails, twitter DMs and calls to customer service #2 My question gets marked as answered when there was no real answer given #3 My tweets and DMs are ignored and not replied to until the phone is sold out #4 Customer service could not help me order over the phone. Koodo is obviously a company that puts no value in customer service.
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Bernard, Official Rep

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Hmmmm..reading the memos on your account looks like you did talk to one of our reps a few hours back and they helped you out quite a bit. Not necessarily with getting an Essential phone for you but other ways. I certainly understand your frustration and if that means you no longer feel we are the right choice for you that would be disheartening not surprising. 

There is a Koodo/Telus store nearby your place. Did you try that too? 
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Akash Chand

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I am going to try one more telus/koodo store tomorrow, but according to the rep over the phone, they haven't been successful in issuing the deal in store, but they said they'd give it one last try. This has been a frustrating weekend, and I'm hoping for stroke of luck tomorrow.
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canuckguy

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Nice work jason!

Bernard I tried 4 stores in Vancouver and metrotown no luck. :(

Akash freedom mobile with the v30 is looking more appealing to me. They got some good deals.

Thanks for the help everyone. Much appreciated
(Edited)
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Akash Chand

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I'm definitely gonna check out freedom with the V30 if this last store can't do it for me, thanks canuckguy :)

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