My prepaid account was suspended because I was missing 3$ due to the extra 5$ 3G fee. I recently bought a ZTE Nubia Cymbal 2 which is a 4G phone. Without the 5$ 3G fee, I have enough money in my account. However, it’s not allowing me to reactivate my account since it is still requesting the 5$ 3G fee. I upgraded my phone to 4G. I should not be paying this 5$ 3G fee.
Solved
new 4G phone but 5$ 3G fee still requested
Best answer by Dinh
Hi
the amount of $5 doesn't come off the moment you put the SIM in the new phone. After you switch to a 4G LTE/5G device you stop seeing it starting on your following renewal, so the renewal it's asking you to pay right now would still include it.
Did the Nubia get on the network with your SIM before the account suspended? If the network never read the new device the charge stays attached to the line. I would run it through the compatibility checker as well, a phone that isn't TELUS certified can still fall back to 3G for calls even if it's a 4G device https://www.telus.com/en/support/article/how-to-use-volte
+4Hi
the amount of $5 doesn't come off the moment you put the SIM in the new phone. After you switch to a 4G LTE/5G device you stop seeing it starting on your following renewal, so the renewal it's asking you to pay right now would still include it.
Did the Nubia get on the network with your SIM before the account suspended? If the network never read the new device the charge stays attached to the line. I would run it through the compatibility checker as well, a phone that isn't TELUS certified can still fall back to 3G for calls even if it's a 4G device https://www.telus.com/en/support/article/how-to-use-volte
Have you tried to schedule a callback through Koodo Assist to speak with a rep about the removal of the fee? https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html
You would need a rep to remove the $5 3G charge for you if the amount requested for the prepaid renewal has already been posted and the account suspended for non-payment. Reps on the community page have limited access to prepaid accounts so you will need to schedule a callback with a prepaid rep using koodo assist here: Support Homepage | Koodo Mobile
Going forward, the $5 3G usage fee should no longer appear and will be automatically removed from the account after you make a call with the device. The Cymbal 2 has VOLTE automatically turned on within the system software, using this instead of the 3G network for calling. Once you make a call over VOLTE, Koodo’s system will register this and will remove the 3G usage indicator from the account. It also is compatible with 4G LTE, so you’re covered for data usage as well.
If you see it continue to appear even after the fact, then you will require a rep to remove it for you as sometimes the account usage indicator is not removed automatically like it should.
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