Plan Changed without consent or Notice when I connected a new phone - Koodo Assist Not Working

What specifically happened with your plan? Are you sure they “changed your plan” or was it simply a price hike? If it’s a plan hike, Olivier’s suggestion will show that this hike has probably been announced in one of your bills. Tell me more about your issue so we can help.

You’re right, there’s a small text hidden in February’s bill, March’s was somewhat unusual because of an incorrect roaming charge - that’s slimy as hell to consider that “notice” of a price change.

There must ALSO be a plan change because when I try to change my plans, it says ‘you cannot change your plans more than once a month' and won’t let me make a change. I expect that may have triggered just because I added a new phone this month.

Can I get a hold of somebody who can help me change a plan this month (I haven’t consented to any). If not, I’ll explore other companies - this is ridiculous and underhanded, and I’m extra frustrated by the failures of ability to contact a support person to resolve the issue through either phone or Koodo Assist.

Adding a new phone might have also triggered a plan change. I’ll flag a rep, and you can get help directly on the community. No need to wait on the phone for that. What plan do you want to change to and what plan do you currently have? 

I can’t even look at plans because I get an error code that says 

“Heads up!

You can change your plan only once per billing cycle. Please try again after your new billing cycle starts on May 28, 2026”

When I was in the system previously, it gave my a flag saying something about a $30/month plan (after 5 dollar savings from auto-pay for bills which I do anyways) but I can’t find it. I’d take that.

My previous plan was $35/month for 60GB. I’m in Quebec.

I can currently switch to Rogers and get 100GB/month for $30/month (with a $5/month autopay discount) through a benefits program with my union. I think my previous $35/month plan was specially approved to keep me onboard.  My phone is paid off, so I can basically switch now - I’d need at least a competitive offer to stay right now as though I’ve been with Koodo a long time, I’ve been genuinely burned at the multiple levels of frustration today.

Adding a new phone or changing phones would not have triggered you not being unable to change your plan.

I recently also had a plan price increase and ran into the same issue.  It looks like Koodo recently runs their plan price increase process through their plan change process, thus preventing another plan change after the price increase.

I suggest requesting a callback via koodo assist to speak with a rep to change your plan since you need to speak with them regarding a competitive plan anyways.  Note they may charge you for the plan change, so make sure you ask about that.

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

I’ve tried accessing Koodo Assist 4 times today on 2 different computers and my phone. It’s crashed every time it tries to connect me to a human.

Are you saying that the chatbot crashed or that the callback never happened? 

Try saying you want to cancel and see if that takes you to a non crashing path

This is as far as I got, and was never able to confirm contact with a rep or schedule a contact.

Dennis - you got something that worked though, threatening to close my account managed to trigger a different path so I’m scheduled for a callback now.