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Changing the primary phone on the account AGAIN!!!!!


Ok, for the tenth time, I've called customer service on my account a number of times on this and all I get is some crap answer about how it's "computer system that picks which phone to restrict" and " we can't change it". How's this for an idea, how about you guys actually PAY ATTENTION to who's name the account is under and suspend/restrict the phone with the name that matches the account name. I'm really getting tired of the "computer system" suspending my girlfriend's phone when it's MY ACCOUNT!!! I realize the bill need's to be paid but holy crap guys!! restricting her phone isn't getting you guys your money. It's just upsetting her unnecessarily. You need to be able to change which phone is restricted so I know to get in touch with you without the screaming match with my girlfriend.

12 replies

Userlevel 7
Badge +4
This must be prepaid, since when postpaid accounts get suspended ALL phones on the account stop working.
Nope, it's postpaid and it's not suspended... YET.... just redirected to customer service/PAY ME NOW department. And they wonder why Canadians want more choice when it comes to cell phone providers. hopefully the government follows through with it's plans to "put consumers first" in the wireless industry as it doesn't matter which provider you go with here. they're all the same.
Userlevel 6
*sigh* First, your girlfriend needs to get herself her own phone account so she can pay it on time and have continuous phone service. Second, you need to resolve your billing issues or deal with being cutoff all the time. I know I sound like an a**h*le but your outstanding unpaid bills are really the problem here. You admitted that your account is on the verge of suspension, and you say that cutting off service will not get Koodo its money? Koodo sold you mobile phone services and kept them active until you stopped paying them. I'd say they've done their fair share. The rest is up to you.
Userlevel 7
Badge +4
Some random Mobile Master wrote:

*sigh* First, your girlfriend needs to get herself her own phone account so she can pay it on t...

Completely agree with Topper, it's you who has the ability to fix the issue here not koodo, really just keep your bill paid and you won't have the issue in the first place. Not getting how blame is placed on koodo for you not keeping up on your bill as its the same time every month it needs to be paid and needs to be paid in full. You should set up pre authorized payments and the issue will never occur again and your girlfriend won't have to crack the whip.
Userlevel 7
Some random Mobile Master wrote:

*sigh* First, your girlfriend needs to get herself her own phone account so she can pay it on t...

I'll add the last star to get this promoted 😉 But yeah, there's nothing wrong here. You need to pay your bill in full or risk having the lines on your account suspended. Just because it's your account, doesn't mean your phone is the only one to be suspended.
Step 1: Pay Bill Step 2: No suspension. It's just that easy.
Userlevel 1
Every time you are late you break an agreement you signed. Koodo is probably sending a negative report each time which [b]adversely affects your credit score for many years to come and well within their rights to do so. If you can't pay the best approach is to be calling them and asking for a suspension long before they have to take action like suspending service.
Userlevel 7
Steve wrote:

Every time you are late you break an agreement you signed. Koodo is probably sending a negative r...

Getting suspended for not paying the bill is only a minor hit on the score and it's usually fixed within a few months of paying it on time again... the biggest hit you'll take is if the account goes into collections. This only happens if there's an outstanding account for 6 months, last I heard. It actually only adversely affects your wireless credit history but oddly enough doesn't affect too many other things. I had a fraudulent account opened for Bell using my name that went to collections but I called their fraud team and they agreed to clear it, but I signed up for Koodo before that happened, so I was put on Spending Cap... yet I got approved for a car loan shortly after. 😕
ok, maybe i wasn't making myself clear, I completely understand that paying the bill would be the ultimate solution to the issue, but, what i'm saying is, why redirect the other phone on the account? it's my account and I'm the one they need to talk to not my girlfriend. There should be a way to change which phone is the primary number on the account. Especially since my phone was the one that was set up first. I've talked to customer service on numerous occasions about this and they were the ones who told me to put the idea up here so there was a record of it. I really don't need an education on how the wireless industry works as I was in the industry for almost 6 years answering the phone and listening to people about their handsets not working. Thanks for all the replies anyways guys.sorry if I come off sounding like a snob but I'm just a little irritated with koodo right now that they can't seem to change something so simple. I used to do this all the time when I worked for sprint out of the states so I'm having a hard time understanding why a company as big as koodo can't.
Userlevel 7
Badge +4
When a redirect is put on an account, all lines are redirected. As soon as payment arrangements are made the redirect is removed for all lines. If your girlfriend is always the first to make a call when this happens, she'll always be the one to make arrangements and you'll never see that you've been redirected.
Userlevel 7
Badge +4
Timo Tuokkola wrote:

When a redirect is put on an account, all lines are redirected. As soon as payment arrangements ...

It's so great to have you here Timo for pure clarification on processes of Koodo. Great work again 🙂
Userlevel 6
Timo Tuokkola wrote:

When a redirect is put on an account, all lines are redirected. As soon as payment arrangements ...

It makes complete sense too! A whole account is flagged as delinquent, so it's only normal that all phones associated to it are affected.

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