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Unable to change to promotional plan


A while back, Koodo had a promotion (I am in Alberta) for 1GB for $40, 2GB for $50. I was able to switch at the time to the $40 plan, but since then I have begun using more data so have been keeping an eye out for another deal on 2GB plans. Yesterday I saw that there is again a plan for $50 with 500m and 2GB, but when I go into my account to change the plan, none of the promotional plans are showing in the list. Are these for new customers only? They are not listed as such on the Shop page.

24 replies

Userlevel 7
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Hi Derek

Are you in the good province when selecting the plans?
I'm not sure what you're asking, I have the site set to AB, my phone is registered in AB, and I am physically in AB.
Userlevel 7
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Ok you answered my question. Sometimes people don't find the plan on self serve because they aren't in the good province when connecting to sell serve.

Do you have any remaining tab?
I do have a tab balance remaining, however that hasn't stopped me the last couple times I changed plans.
Userlevel 7
Badge +4
They have recently changed the tab system to a new one. That may explain why there's a bug in the system that won't allow you to change your plan. I'm sure someone more knowledgeable then me will chime in with more details on why this is happening. This person will also help you switch your plan. 

So go grab a coffee and watch an episode of your favourite TV show and come back later!
Userlevel 7
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@ Derek there shouldn't be any reason why you wouldn't be able to switch to the plan you posted about. Are you saying that you once you logged in you simply don't see that plan?
Userlevel 7
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It wasn't within the last month that you changed your plan prior was it, self serve allows only 1 plan change per billing cycle.
Userlevel 7
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Paul "Kid Android" Deschamps wrote:

It wasn't within the last month that you changed your plan prior was it, self serve allows only 1...

He should still be able to see the plan though, right?
When I log in and go to change plan, it shows me all of the non-promotional plans for small tab, but not the promotional plans.

EDIT: It was not within the last month, it was the end of June or very beginning of July, before Pokemon Go was released (that is what increased my data usage).
Userlevel 3
I am having the same issue, but I am in BC. I have been on a $20.00 a month - no data plan (or pay as you go data) for a long time, but have decided I would like the 2 gb $50.00 a month plan currently being offered. Like the gentleman that started this thread, when I go to self serve it is not listed there?
I did recently get a new phone and now have a $330 tab, but my plan remained the same. It was about 2 months ago.
It seems like their approach is to tell you that what you're experiencing is wrong, and then ignore the thread.
Userlevel 7
Badge +4
Hi Derek - can you share a screen grab of what you're seeing? Although I am in Ontario, when I log into Self Serve, it does in fact show me the $50 plan you mentioned (see screen grab below), so it may not be a system issue but in fact something to do with your account.

Just got off the phone with a rep, I had to pay off my tab to switch
Kalvin Holland wrote:

Just got off the phone with a rep, I had to pay off my tab to switch

That makes no sense, as the plans are listed under the Tab Plan sections.
Userlevel 7
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Kalvin Holland wrote:

Just got off the phone with a rep, I had to pay off my tab to switch

Kalvin , going down in monthly rate plan is different. Derek is different he is going from a $40 plan to $50 one. There is no requirement to pay off tab under that scenario.

Userlevel 7
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We're looking into this - hoping to report back shortly with some more information.
Userlevel 3
Derek - I am the person from BC with the same issue who posted above. This morning I went to the Koodo Facebook page and sent a private message. Someone got back to me within 10 minutes and within half an hour they had changed my plan to the 2 gb - $50.00 plan. Try that - this thread has been going on forever with no solution. Good service over on Facebook.

Laurie wrote:

Derek - I am the person from BC with the same issue who posted above. This morning I we...

That's great if you have Facebook, I guess. It would be nice if they had a consistent customer service experience across platforms.
Userlevel 7
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Laurie wrote:

Derek - I am the person from BC with the same issue who posted above. This morning I we...

On Facebook, we are able to authenticate your account. On this public forum we can't. I'll have someone reach out to you over the phone Derek. 
Laurie wrote:

Derek - I am the person from BC with the same issue who posted above. This morning I we...

Wonderful. I missed the phone call, and instead of providing me with a call back number, they invited me to contact you through social networks that I do not use. Your customer service is a joke, and I am honestly embarrassed that I have ever recommended your service to anyone. I'll stick with my 1GB plan rather than putting more money in your pockets, and you can rest assured that I will be changing carriers when the time comes to upgrade my phone. Good riddance.
Userlevel 7
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Laurie wrote:

Derek - I am the person from BC with the same issue who posted above. This morning I we...

Wait, now I have to disagree with you. I sure have my gripes with Koodo but how often ha you been offered a PERSONAL phone call when you post on a public forum because YOU did not want to use Social media? I think they went above and beyond for you, because they could just as easily have said "call 611 during business hours" which is the regular procedure anyway.
Laurie wrote:

Derek - I am the person from BC with the same issue who posted above. This morning I we...

Oh boy, I got a PERSONAL CALL from a call center employee! That must be really inconvenient for them. Most companies, thankfully, don't center their online customer support around third party services. So, you're right, I don't often get offered that high level of service.

I also don't often have to open up a chat window for more than 5 minutes to get my problems taken care of, rather than waiting 2 days hoping somebody on the forum actually follows up. If you're happy with the service you get waiting on hold or logging in to 3 different sites, good for you. Some of us have higher standards and less free time.
Userlevel 7
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Laurie wrote:

Derek - I am the person from BC with the same issue who posted above. This morning I we...

We tried calling a second time. At this point I recommend calling 611 or bear with us till we have an update on the fix. You current data bucket indicates a fair amount of data still left for the month. Thanks for your understanding!

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