We have been with Koodo for over 15 years, always pay on time, in full, never any issue with our account. We have at various times had up to five phones with Koodo. Now that our kids are adults, they have their own separate accounts, and we have two phones on our account currently. In the past, as our needs changed, we would speak to an agent on the phone after reviewing what plans were available and the customer loyalty department was always able to sign us up for any plan we wanted that was posted on their website, regardless of whether it was an offer in our account or not. We currently have a plan for $64 with 100GB of data, Canada-US roaming, unlimited Canada wide messaging and a free perk of unlimited long distance. There is a plan posted for new customers, $40 for 60GB Canada-US-Mexico roaming and unlimited international SMS and one free perk. We don’t need 100GB, 60GB is more than plenty, so I tried to switch. The difference now from years previous? No thank you for being a long time customer, no acknowledgement of our loyalty to Koodo, just a ‘no’ that’s only for new customers, the best offer for a plan with less GB and a lower price is $60 for 80GB, no US-Canada-Mexico roaming and I have to sign up for auto pay to get the plan for $50. So really, less service and $4 less in price. So old customers are paying higher prices to subsidize offering new customers lower prices. Can I ask what is the point of disregarding loyal customers to favour new ones? Is Koodo trying to drive people to their parent company Telus?
New customer offered the best plans at the expense of existing customers.
Hey,
Yeah, this is frustrating and you’re not alone. Koodo (like most carriers) prioritizes new customer acquisition over loyalty; it’s just business math for them. The $40 new customer plan won’t transfer to existing lines.
Your best move: call in and ask about the loyalty department specifically. Some people report getting better rates through a callback, though there’s a $15 fee and no guarantee. Worth trying before jumping ship though.
Honestly, if they won’t budge, shopping around sends the real message. That’s when they suddenly care. You can always just port out and then back in as a “new” customer.
I did try and contact Koodo through the Koodo assist chat. I asked to schedule a call back, and they texted me a link that led back to the chat where I went back and forth with a rep. When they insisted that they could not offer the plan that was online, I did say that I would have to shop for a new provider and make the switch in January, and they provided instructions on how to switch to a new provider. I’m going to say it’s pretty safe to say the ‘loyalty’ department just doesn’t exist any longer.
It’s been very YMMV and this year I expect especially the Telus/Bell umbrella to dig in their heels, given their stock performances.
+4Hi
We have been unable to identify your account based on your community profile. Have you used the the Login via self serve option in the community login page?
Regarding the plan that you are inquiring about, just to double check, you see it on our website when you are logged in?
Hi
We have been unable to identify your account based on your community profile. Have you used the the Login via self serve option in the community login page?
Regarding the plan that you are inquiring about, just to double check, you see it on our website when you are logged in?
This is the plan that is offered on the Koodo home page for new customers. It is not available to me online through the self serve option after logging in, or after I contacted customer service through the chat.
+4Thanks for sharing!
The $50 60Gb Canada-US-Mexico ($40 with autopay by bank discount) is indeed available for new activations, this is why it is not visible in self serve. If you would like to explore further options, you can send us a PM on Social media
Thanks for sharing!
The $50 60Gb Canada-US-Mexico ($40 with autopay by bank discount) is indeed available for new activations, this is why it is not visible in self serve. If you would like to explore further options, you can send us a PM on Social media
I don’t have social media, and I reached out to a rep already. I asked to schedule a call, but I was redirected to chat. They offered me less GB than I have now, for about $4 less ($14 less with auto pay), but no Canada-US-Mexico roaming. So really, very little discount for much less in service.
Thanks for sharing!
The $50 60Gb Canada-US-Mexico ($40 with autopay by bank discount) is indeed available for new activations, this is why it is not visible in self serve. If you would like to explore further options, you can send us a PM on Social media
So I see now that SOME current customers are valuable enough to receive this plan, just not ALL long time customers?? Are you really trying to drive some customers away from Koodo on purpose?
So I see now that SOME current customers are valuable enough to receive this plan, just not ALL long time customers?? Are you really trying to drive some customers away from Koodo on purpose?
You can schedule a callback through Koodo Assist and speak with a rep. There are no guarantees, but you can give it a try. It should be noted that there will be a $15 fee for the plan change on each line. https://Koo.do/Chat
So I see now that SOME current customers are valuable enough to receive this plan, just not ALL long time customers?? Are you really trying to drive some customers away from Koodo on purpose?
You can schedule a callback through Koodo Assist and speak with a rep. There are no guarantees, but you can give it a try. It should be noted that there will be a $15 fee for the plan change on each line. https://Koo.do/Chat
I have tried several times to schedule a call back, and I just keep getting directed to the Koodo assist chat. I will give it another try.
I have tried several times to schedule a call back, and I just keep getting directed to the Koodo assist chat. I will give it another try.
It is one of the busiest times of the year, so response times from a rep will likely be extremely delayed due to the Black Friday event. If you are unable to schedule a callback, you can send a message to a rep on Facebook Messenger or Twitter and wait for them to respond back to you. https://m.me/Koodo
I have tried several times to schedule a call back, and I just keep getting directed to the Koodo assist chat. I will give it another try.
It is one of the busiest times of the year, so response times from a rep will likely be extremely delayed due to the Black Friday event. If you are unable to schedule a callback, you can send a message to a rep on Facebook Messenger or Twitter and wait for them to respond back to you. https://m.me/Koodo
I don’t have social media. And I have asked repeatedly in the chat to schedule a call back. This is the response I keep getting. I ask again to schedule a call back, I get the same response again.
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