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Purchases & Returns

All your questions about activating, upgrading, returning or cancelling with Koodo could be asked here.

  • 338 Topics
  • 1,114 Replies
335 Topics
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DustinAbsAdvisor
asked in Purchases & Returns
Koodo sent new phone and did not include street type so its being returned to sender from Purolator

What is going to happen and how and when will I receive my phone now? I am frustrated as Koodo sent my phone to 45 and not 45 Street and now its being returned to sender from Purolator. Will they just send it back after correcting the address? I paid the shipping charge and better not get charged again. Of course customer service is non existent so I do not know what to do and with the long weekend coming up I am afraid I wont see my phone for awhile now.

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PMMKBeginner
asked in Purchases & Returns
Wireless home phone one time fee

The $135 one time fee for a ndew wireless home phone seems hefty to this monthly mobil user of many years. Can anyone tell me what it covers? Is it ever waived?

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LivingdeadgirlOrganizer
asked in Purchases & Returns
return issues

I’ve had an iPhone for almost 5 years, I decided to try out the Samsung s25. I ordered it online through the Koodo website. I got the phone a few days ago and I just can’t get used to it. I want to return it so I can get a new iPhone. I requested a return slip, but the slip I was sent has an old address of mine from about 10 years ago. I don’t want to use this slip in case the package has to be returned to me. I replied back requesting a new return slip, and the reply boggles me. They are saying I never ordered my phone from the website. I don’t understand because I 100% did order online. I have the email Koodo sent me, I have the purchase history on my account, my next bill reflects the new tab balance. I’m at a loss of what to do. I’ve been a customer 10 years and did not realize what a struggle it would be to return a device. Any suggestions?

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Georgia Koodo
David Twin
David TwinBeginner
posted in Purchases & Returns
Order refund

Refund my order

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Merrett4591Beginner
asked in Purchases & Returns
Refund for overpayment

Hello, I paid too much on my bill in January and called and got a refund for it. It has been over 2 and a half months and I still have not received my refund.

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Flo Koodo
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Kyle1010Beginner
asked in Purchases & Returns
Samsung Galaxy A36 Ram

Looking to purchase the galaxy A36. The Koodo website suggested it can be 6gb, 8gb, or 12gb but does not tell you which your buying. Anyone else have an idea?

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Georgia Koodo
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Marina07Beginner
asked in Purchases & Returns
changing shipping address for order

Placed an order for a new phone but my shipping address is different than my shipping address

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Flo Koodo
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k_dodgeBeginner
asked in Purchases & Returns
Tab Bonus Pricing Disappeared

Hey! I was going to purchase a new iPhone 16 today but when I checked my promotions the $300 discount has disappeared!! It was there yesterday and today, gone! Anyone have this issue before? Any luck getting them to honor the promotional price? Thank you! Keith

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Umberto DeBonis
Umberto DeBonisBeginner
asked in Purchases & Returns
Internet/cable

I need someone to call me as soon as possible

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Allan M
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dl95Beginner
asked in Purchases & Returns
Can't buy phone, getting incorrect error "billing province on your account doesn't match... your phone number"

On the Koodo site, I am trying to upgrade my phone, but the system blocks me from completing the order. The error message I get is “We can't complete your upgrade because the billing province on your account doesn't match the one on your phone number” This is weird because my phone number (from Ontario) does match my billing province (from Ontario). I have tried resetting my address for good measure, but still doesn’t work. Any advice to fix, or do I need to talk to a rep? Thanks.

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Darius Koodo
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ZitomiraOrganizer
asked in Purchases & Returns
Koodo Order Confirmation #2

Hi everyone! Thanks for your time! :) I’m just making sure that this isn’t happening again, please see my previous post : So, I ordered a new one now, it seemed to go through just fine this time (I made sure to use google chrome browser this time, as that seems to avoid some bugs from my other browser) My order number given is TD**** (once again, I’m unable to check it) And we’re coming up to 24 hours now, and I’m wondering if the same problem happened again, or if I just need to wait. And if it DID happen again, why? And how can I order a new phone if this keeps happening? :) I just hope all I need to do is wait :) Thanks again for your time! Sorry for any inconvenience. :)

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KeidansdadAdvisor
asked in Purchases & Returns
question about order

Hi i ordered a phone last saturday samsung galaxy s25+ i was wondering how long it takes to review it and get the approval or denial i been waiting and when i check the status it still says we recieved your order . Also my order # Is a TD then numbers and not HFO is that normal i never had a TD number before. i ordered it from kodoo online during their spring sale last week

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JacobNeillBeginner
asked in Purchases & Returns
Can a Koodo Technician install a Coaxial output in my walls?

I just moved into a newly built apartment and it does not have a coaxial port built in to access in my walls. However my neighbors in the building all have access to those plugs. I was talking with a Koodo rep about needing home internet, and was specifically told I do not need a coaxial port if I order the modem/router, that I just need to plug it into a regular 15amp wall plug and it would pull the internet, basically like satellite might. However my modem arrived and it actually does require a coaxial plug but I now have nowhere to plug it in. I have a technician visit scheduled for this Tuesday, but I want to know if they can install that coax plug in my wall and run the line from the apartment basement for me? Any experience with techs would be super helpful, thank yoy

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ZitomiraOrganizer
asked in Purchases & Returns
Koodo Order Confirmation

I was attempting to order a new phone through the tab, because my screen got shattered. It didn’t seem to work when I hit the order/confirm button, but I then received an email that my new phone was coming, with a tracking number, and that my status would be updated within 24 hours. My bank did get charged by Koodo for this transaction, and at first, I could check the status. Now, after 24 hours, my status has not been updated, and I can no longer use the tracking number to check on the Koodo website, because it states that it is false. I’m pretty confused xD Any ideas? Thank you for your time! :)

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MohamudBeginner
posted in Purchases & Returns
I want my problem solved.

My phone was stolen when I tried to have it repaired and they asked me for 210 dollars. I pay 16 dollars every month and I keep it. I have device care

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davecasonBeginner
asked in Purchases & Returns
More EASY ROAM Questions

Hi, So the wife is down in Guatemala for two weeks - and I can't find an easy roam package for any S.Amerains places, is that the case? Two - she had the USA roaming package she bought for 1 week that was $40 bucks but Koodo said she can only get that deal once in every billing period!?!? Again is that the case? Three - she just said in a call that someone at Koodo told her she cant use her phone to call or text and can only reach out with FB Messenger and other crap like that? Again - really? I doubt it, that’s the whole point of a roaming plan, turn it on and pay the $16.00 bucks a day and use your cell phone as you normally would. If you have any answers to these questions - i’d like to hear from you. Cheers’Dave

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ZoraKBeginner
asked in Purchases & Returns
Can I change the delivery address for my phone delivery?

I ordered a new device and accidentally shipped it to the wrong address. Is it possible to change the delivery address for my phone?

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Flo Koodo
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Elizabeth7Beginner
asked in Purchases & Returns
How soon can I get a new phone without paying tab bonus balance

Hi I have a tab of 8 more months to pay and the tab bonus balance of just over $400. When is the earliest time period when I can get a new phone? For example with two months left on the tab will the tab bonus balance of $400 be forgiven? I don't want to pay back the tab bonus balance. Any help would be appreciated. Thanks

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GBThomasBeginner
asked in Purchases & Returns
Tokenization Error: Error Code 4001

Hello, I am a longtime Koodo customer and I am trying to upgrade from my current Pixel 6 to a Pixel 9 Pro phone. I have attempted to place an order 3 times using the Tab Mid option with a $55/month plan. Each time I get to the final Checkout step, I receive a tokenization error with error code 4001. Per Koodo's recommendations on their Help page, I have already tried a different credit card, a different browser, and clearing my browser's cache & cookies. I noticed in a Koodo community forum that someone stated Koodo is aware of the issue and is working on a solution. However, I just want to confirm that this issue is on Koodo's end and thus applies to everyone accessing the website. Thanks in advance!

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Georgia Koodo
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Vicki86Coach
asked in Purchases & Returns
Trying to upgrade my phonei7

I have been trying to upgrade my phone for 2 days now, I have acknowledged that I will pay off my tab balance as I can get a better deal with a new phone. However I keep getting error 4001 Everytime I try. I have checked my bank account and that is not the issue but I can not figure out what is happening.

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HorongBeginner
asked in Purchases & Returns
wrong choice

1. I’m planning to go to Korea for a few months starting tomorrow, so I’m thinking of suspending my phone plan. But I’m planning to buy a new phone in Korea. What happens to the SIM card in this phone if I do that? 2. I purchased a long-distance plan, but I didn’t realize it was starting today. I chose a new plan instead. Will I be able to get a refund for that? I’m leaving for Korea tomorrow evening, so I should have set it to start tomorrow. I plan to set up the long-distance plan again tomorrow.

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Dinh
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akakBeginner
asked in Purchases & Returns
Phone upgrade, stuck in a loop

I’m trying to upgrade my phone on my existing number. I have a phone selected, and it keeps rotating me between “your order so far”, and the only option is to “select a plan”, then i go with “keep my existing plan”, but it sends me right back to “your order so far”, where the only option is to go back to “select a plan”. How do I actually purchase this phone?

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Flo Koodo
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GHackBeginner
asked in Purchases & Returns
Tax Exemption on Price of Phone

I am planning to purchase a new phone, and I am already eligible for the First Nations tax exemption on my bills. Is this exemption also applied to the initial price of the phone? Or is there a different way to have this applied?

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Ramez Adly
Ramez AdlyBeginner
asked in Purchases & Returns
Getting a prepaid plan with eSim before entering Canada

Hello. I'm not Canadian but I'm moving to Montreal soon. I'm wondering if it's possible to buy a prepaid Koodo plan and activate it with eSim before entering the country so that I immediately have cellular service and data once I arrive at the airport. If so, does the start of the 30 days of the plan start right when I purchase it, or when I actually activate it on my phone? Thanks.

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GtroupBeginner
asked in Purchases & Returns
Proof of purchase

I bought my phone back in last March and need proof of purchase now. Google told me to call Koodo and have them email it to me but I cannot get by the chat bot and it doesn't allow me to ask about proof of purchase

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Darius Koodo

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