I've been with Koodo for years and have 4 lines with them for my family. After waiting 24 hours for a callback I got no help with my issues. 1. I wanted to downgrade one line to the $15/month basic plan. 2. reduce the cost of the other 3 plans by $5/month.
The agent was less than helpful, he stated that he couldn't do 1. at all and he could do 2. but there would be a $15 per line change fee. In the past, plan changes were free.
The agent would not put me through to the retention team so I'm now on the cusp of switching my lines to another provider.
In these days of competitive phone plans I'm amazed that Koodo's customer service is getting worse and that there was little interest in keeping my lines.
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When you login to your self serve, and go to change your plan for the applicable lines, do you see the available plans that are $5 cheaper available to you? Is the $5 cheaper plan available on the public facing Koodo website?
The rep is correct here. As you can see, the $15 starter plan is only available for new customers.
I noticed that Public, Koodo prepaid, Chatr, Freedom, Virgin, Lucky, Rogers, Telus, and Bell all no longer carry the $15 mandated low cost plan. I am assuming there was a decision to allow providers to raise the cost of the $15 plan or they are all in violation of the CRTC mandate.
Only Telus Prepaid, Koodo, and Fido offer the $15 plans for new customers. I know that Koodo has also occasionally raised the price of the $15 plan for some customers too. So these $15 plans may also be phased out
And even though Koodo is saying for new customers only, Koodo is not allowed to give any restrictions on access whatsoever. This has been one of my bigger issues with Koodo for quite some time, as these starter plans MUST be offered with no conditions that limit their access. The fact that the rep is also trying to charge you for something you cannot do in self-serve also always grinds my gears.
Koodo still has a $15 starter plan. The equivalent from Chatr is $19 and has unlimited minutes and 500MB, so I switched my youngest daughter to Chatr yesterday. For my other 3 lines I am looking at the competition and will probably switch this week. I’ve found in the past that the Koodo/Telus customer retention reps always have something to offer that is not available to the public. In this instance the first rep I spoke with refused to transfer the call to the customer retention team or waive the $15/line fee for the offer he was making. It’s a shame, I quite like Koodo’s service but they are about to lose a total of 4 lines to the competition for minimal cost to them.
Hi @adventuredad
We have just sent you a PM, please check your community inbox when you get the chance.
I am surprised they wouldn’t put you through to the retention team. That is outrageous. And I would think not their call to make. If they cannot offer you what you are asking for then you should at least be given the chance to speak to a department that does have the authority to make those decisions.
