Trying to understand Free Upgrade Options per CDMA network changing to HSPA network

  • 2
  • Question
  • Updated 1 year ago
  • Answered
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: positive tab mentions

Would appreciate any help available... feeling VERY frustrated and confused at the moment. I am a long time Koodo customer with two Koodo phones... a pay monthly customer for approximately eight years with the SMS 50 rate plan on both of my phones. Both phones are for safety purposes only and I do not require any of the latest greatest techy stuff currently available. Although there are some very nice service/phone options available, I do not need any of them at this time. I realize that Koodo will be retiring the current CDMA network and upgrading to the HSPA network at the end of January 2017 and my current phones will no longer work ....so I have some decisions to make before the end of January. I have recently received a letter reminding me of this coming change. Included in the letter is an offer telling me that I can get a free phone... the Alcatel A392CC or a $50.00 discount on any new phone if I upgrade with Koodo by December 31, 2016. The letter also states that some CDMA rate plans are not transferable to the HSPA network and that I may be required to change my plans. I have followed up at two Koodo kiosks in our local malls to find out that they are out of stock on the "free" option and do not know when stock will be replenished. I was also told that they would not have access to my current account to be able to tell me if my current rate plan will be supported by the new network. So... I am a bit confused at how/where I find out what this change is going to end up costing me going forward (assuming I find two "free" phones in stock in the next two days).  Once the new sim cards required for the change are paid for and activated on the new phones... where do I go from there???   I also discussed how to make the switch online as the letter also states as an option... (and since stock is currently unavailable, possibly my only option to take advantage of the offer) and although the young lady made it sound very simple... "just use a credit card to pay for the new sim cards".. I do not see any "easy" way in the self-serve option to make this upgrade, receive two free phones (with no deduction to my current tab balances or additional tab fees going forward) nor do I see any place indicating that my current rate plan will be honoured going forward. On the Koodo website, I find a message offering special deals for both of my phones... but both show the flip phone "free" BUT with a small tab... which to me doesn't really equal free)... and the rate plans available do not seem to be the basic one I currently have and all include data that I won't need or use. I have read through a couple other posts on this "community" page indicating similiar issues, but I did not see clear resolution anywhere. It is unfortunate that Koodo does not provide personal customer service (actually speaking with a live person) without a cost to their customers. I am hopeful that this community forum will include input from actual Koodo employees and not just other customers... fingers crossed!!! Thanks in advance for any help you can provide.  I truly appreciate your assistance.   ps... I just checked out the private email option to get help with my concerns, but it appears that there may be a fee involved there as well...  maybe it's just me, but I find some of the info very vague. 
Photo of Susan

Susan

  • 132 Points 100 badge 2x thumb

Posted 1 year ago

  • 2
Photo of David

David, Mobile Master

  • 89,014 Points 50k badge 2x thumb
A few notes for your peace of mind:

Yes the flip phone you describe is available for free to customers such as yourself, but the offer is not available in the usual manner through the website, as there are few customers to whom it applies.

In past discussions on this topic it has been indicated that the current rate plan the customer has is honoured. But I can't guarantee it for your specific case.

I suggest sending a message through Koodo's Facebook page with a link to this thread and ask for further clarification. It may be managed for you in a number of different ways. If you call, charges would not apply, as you can't manage this through the self-serve website - the fee is to encourage folks to do things for themselves when they can.
(Edited)
Photo of Susan

Susan

  • 132 Points 100 badge 2x thumb

Thanks again David!  I appreciate your help. 


Photo of David

David, Mobile Master

  • 89,014 Points 50k badge 2x thumb
You're welcome, Susan. Hopefully all will go smoothly with the transition.
Photo of Susan

Susan

  • 132 Points 100 badge 2x thumb

Hello David! 

 Do you know if the Koodo facebook site is staffed 24/7?

I did make contact through fb, as you had suggested.  I sent a message on the evening of the 29th and heard back yesterday morning around 11:30am...  with a bit of mixed communication (helpful and friendly staff, but confusing and misleading information shared at times) I did receive some help throughout the day and adjustments were made to my account to allow for the free upgrade on both of my phones so that I'm ready for the network changes in January.   


However when I was attempting to process the orders... one worked, completed and provided an order number with no issues.... and one did not.  I sent a new fb message describing the issue and asking for additional help, but no one has responded since last night around 7:30pm.  I tried to process my second order again today, but all of the tab credit information and adjustments they had made yesterday to allow for the free upgrades no longer show on my account??? 


Feeling a bit lost at the moment...  and very frustrated with the time it has taken to "attempt" to make the upgrades.  Fingers crossed that someone will respond eventually and make the necessary adjustments again on my account so that I can process the second phone upgrade.


Photo of David

David, Mobile Master

  • 89,014 Points 50k badge 2x thumb
No, the Facebook site is not staffed 24/7. I suggest waiting, as sending multiple Facebook Messages moves you down the queue.
Photo of Susan

Susan

  • 132 Points 100 badge 2x thumb

Okay... thanks again David.  I appreciate your help.  Happy New Year!!!! 


Photo of sharon

sharon

  • 62 Points
Following this as it is similar to my situation. I am confused though. I apparently have $98 in accumulated tab money. Can I use this toward a new phone? I also currently have a basic $15 plan. I don't need more. Am I going to be forced to upgrade to more expensive plan or phone? Money is limited this time of year.
Photo of Susan

Susan

  • 132 Points 100 badge 2x thumb
Wish I could give you some good news and further clarification here Sharon, but I have been communicating with Koodo CSR on facebook since December 29th and still do not have this issue resolved.  I was originally sent a special discount offer via letter mail telling me I could upgrade online or at a Koodo store location, but the store staff told me they could not go into my account and therefore I could not be certain if my old monthly plan would be honoured going forward with new phones.  At that point I went into the self serve option as the letter also stated as an option.  Because I could not see any info reflecting the offer details I looked on this site and found the Community page.  I started there and David suggested I communicate with Koodo through facebook which is where I went next...   After connecting through facebook, I was told that CS would go into my account (two phones) and reflect two credits of $96.00 (one for each phone) so that I could move forward with the upgrades to the flip phone of that value.  As each customer is unique, I was told that Koodo CS has to make adjustments to our accounts based on the offers they have given and the options we choose. (I had another option of getting $50.00 discounts if I had wanted different types of phones and with that option may have/most likely would have had to change my monthly plan).  I was told that with the Alcatel flip phone option, Koodo was going to honour my current monthly plans which sounds the same as what you have (S50 at $15.00/mth for each of my phones).. this is also all I currently require as well.  Once I decided on upgrading both phones to the Alcatel option, CS then needed me to complete an authentication form to allow them to access my account and make the necessary adjustments.  Originally, my account was adjusted to allow for this to happen (I was told some conflicting info per the cost of the SIM cards, thought I was going to have to pay $10.00 for each one as per the details in the letter, the CS rep at the Koodo kiosk and the first CS rep I communicated with on facebook, but in the end another CSR per facebook said they were to be free as well, as the new phones require them).   Things were looking good (and I was feeling good) at that point, but once I placed the order for the first phone using up the first $96.00 credit...  with no charge, no tab fee, no SIM card fee, no shipping fee and no change to my current monthly plan... things looked the same for the second order until the very end when it said I had to agree to the TAB CHANGE ( NOT a tab fee)... (I believe that had meant that Koodo no longer offered a positive tab balance on my two phones as I have been getting for some time now... I had a Classic Tab S "type tab" on both of my phones... something Koodo offered many years ago.    Because the second order processed differently and this seemed confusing to me, I waited to connect with CS again before proceeding and then things kind of fell apart from there on... the next set up on my account looked different and kept asking me to agree to a monthly TAB "FEE".. and so on and so on...  I'm still waiting on adjustments to my account so that it looks as it did the first time so that I can process the phone upgrade for my second phone.  Needless to say, at this point I'm not a very happy customer.  I'm still hopeful that CS will get this sorted out for me, but am seriously kicking myself for not just cancelling both of my phones effective the end of January 2017 when the network change takes place and going for service elsewhere.  That may still be the end result if this doesn't get sorted out pretty soon (I'm a very patient person... but NOT that patient ...lol).  Since I am a long time Koodo customer and was content with the upgrades they were offering to meet the network changes, I'm hoping that will not be necessary.  I would suggest you contact Koodo via Facebook if you have further questions, but based on my current experience I'm not very confident that it will be a positive experience for you.  Wish I had better news.  Good luck Sharon!!! 

This conversation is no longer open for comments or replies.