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Can not change plans on-line - risk of paying 10$


Hi, it is my second time that I can not change my plan on-line. Problem is that in order to change your plan online it request you to "chose a phone", thing is I already own a Koodo phone. I went to the Koodo booth the first time, they tested it and realized this was an issue and waived the 10$ after calling HQ Koodo. Months later I call in with another request and then change my plan and again have the same issue she also kindly waived the fee, but there has to be a way that you should be able to change your plan online with an option indicating you already own a Koodo Phone.

6 replies

Userlevel 7
Badge +4
You're choosing the wrong option. To change your existing plan, click the self serve link at the top of the page, sign in, then click the plans and add ons tab. From there, click on change plan. Select the plan you want and continue from there.
Timo Tuokkola wrote:

You're choosing the wrong option. To change your existing plan, click the self serve link at the...

Thank you, but that is exactly where I am 😉 and it does not work 😉
Userlevel 7
Timo Tuokkola wrote:

You're choosing the wrong option. To change your existing plan, click the self serve link at the...

If you've already changed your plan once this billing cycle, then you can't do it again until the next cycle unless customer service overrides it.
Timo Tuokkola wrote:

You're choosing the wrong option. To change your existing plan, click the self serve link at the...

Nope, but thank you 😉
Userlevel 7
Badge +4
Timo Tuokkola wrote:

You're choosing the wrong option. To change your existing plan, click the self serve link at the...

With all due respect, if you are being prompted to choose a phone then that is NOT exactly where you are. To get to the page you're describing you would have to click plans in the coloured section at the top of the page, which is the way you would sign up for a new account. When you sign into your self serve account, across the middle of the page there will be tabs indicating overview, billing, usage, mobile phone, plans and add ons, my profile and koodo tab. The plans and add ons tab here is what you want to click on. Once you do so, you will see a submenu listing plan and add ons overview, plan, add ons, five essentials, voicemail password. This is where you click on plan.
Timo Tuokkola wrote:

You're choosing the wrong option. To change your existing plan, click the self serve link at the...

I will re-try it in my next billing cycle as I just changed my plan. So let me try this again. 😉 Thank you

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