"chat" with agent always returns "xavlab.xyz refused to connect"

What plan did you want to change to?

Hi ​@TPaq, if possible, we’d recommend trying in an incognito/private window or with a different browser or device. If you’re using a VPN service, please turn it off and try again. 

Yes, I’ve already tried 3 different browsers; both with and without incognito/private window. I’m not using a VPN.

If I can’t call a human, I need a human to call me.

But what plan are you trying to get?  Where do you see it?

I’m not trying to get a specific self-serve plan I can already see online.

My current plan was $40/month for 65GB, and it has now increased to $52/month for 65GB, which is a 30% price increase with no increase in data.

What I need is to speak with someone about either:

• moving to a plan that is not available through self-serve, or

• seeing whether Koodo can match, or come closer to, a competitor offer.

The competitor plan I’m comparing it to is $35/month for 80GB. Compared to the new $52/month price, that is $17 less per month and includes 15GB more data.

So my issue is not that I can’t find a self-serve plan online. My issue is that I need to discuss non-self-serve options with a human because the value of my current plan changed significantly.

Hi ​@TPaq, we’ve sent you a private message to confirm some details. Please check your community inbox when you get the chance, thank you!

I suggest asking for a callback via Koodo assist.  just make sure you are using the correct link.  It looks to work for me without issue

https://www.koodomobile.com/en/help?autobots=rollout