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Purchases & Returns

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

  • 320 Topics
  • 1,054 Replies
320 Topics
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kdutkowskiNew Member
asked in Purchases & Returns
Problem cancelling Stream+

Recently I chose to cancel my subscription to Stream+ Basic. The cancellation seemed to have gone through, but I have been billed for another month. Going back into my account it seems like my subscription is in some kind of limbo. The header for the Stream+ Basic box says “Active. Your recent account change is in progress”, clicking “Launch” does nothing at all, clicking “Manage” brings me to another page that flashes an error that reads “Unable to retrieve price plans. Please logout and retry.” I’ve logged in and out, switched browsers and cleared the cache but I get the same results.Is there a way for someone to manually end the subscription?

0
K
1 hour ago
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Blagdon15Connector
asked in Purchases & Returns
Missing Airpods

Upgraded a phone and was supposed to receive airpods but never did. Went to the store, the rep checked and said I should’ve received them, scheduled a call back, and they never called(number is not blocked, i received the text saying they would call shortly, but that was over 2 hours past the call time).

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G
7 hours ago
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RandallB1Member
asked in Purchases & Returns
Free Item did not ship with phone

I recently bought an iPhone 13 Plus preowned online and had it shipped. Online it said it comes with a free set of apple AirPods 2, but they did not come with the phone. Just need clarification if they ship separately or not and/or how to resolve this.

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R
8 hours ago
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Mad MorriganOrganizer
asked in Purchases & Returns
Missing Air pods.

I received my upgraded phone but no air pods, which was supposed to be included in the promotion. Are they coming separately or….?

6
Flo Koodo
10 hours ago
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shelleeproAdvisor
asked in Purchases & Returns
Airpods not received

Hi there,I added a new line to my account and ordered an iphone that said Airpods were included.  I received the phone today but the Airpods were not in the box.How do I make sure I receive these, they are a gift along with the phone.thanks.

6
Flo Koodo
11 hours ago
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tommy.mahBeginner
asked in Purchases & Returns
Online Order Canceled

Hi. 2 days ago I completed an online order and received an email notification that my order was confirmed and provided with a shipping date. The email also verified the device plan details including the device cost per month and plan cost per month. It was a great deal for the phone and plan and I was looking forward to transferring mobile services from Fido to Koodo.Unfortunately, this afternoon I received another email from Koodo indicating that my order had been canceled due to some information needing validation on my credit file. I couldn’t understand why this would have happened so I called Koodo support and after digging into the matter, it was identified that when I entered in my date of birth, the month and day had unfortunately been swapped so that triggered the cancellation. I understand that with so much fraud and identify theft going on there are precautions that need to be made, but it would have been appreciated if I was given an opportunity to verify my date of birth.Wh

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Dinh
3 days ago
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geldroperBeginner
asked in Purchases & Returns
cancel Stream+

we have changed. our minds and don’t want the tv bundle. how or who do we talk to 

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Dinh
5 days ago
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WendyDawn14Beginner
posted in Purchases & Returns
Koodo Customers at risk of Phishing Fraud

I recently ordered a phone from Koodo to be delivered by Canada Post.  On the day of expected delivery I received a text from 1-(972) 209-0486 supposedly from Canada Post that they were unable to deliver as they had a problem with the address and unable to deliver until I re-submitted the address.  I was to reply to text with "y" and close and re-open the text.Upon doing this there was a link which I opened which looked like it was official Canada Post webpage: canadapost-postecanadaeuo.top is the address.The page asked for my address, phone number and email which I entered.  I was directed to a second page stating there was a re-delivery service charge of CAD 0.41 and a form to enter my credit card info. At that point I called BULLSHIT and went down to the post office, showed text to them and they said it was definitely a scam. I asked how they knew I was getting a package that day and the reply was that someone in the supply chain was probably selling the information to a scammer.  T

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W
5 days ago
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bethyxoxoxxNew Member
asked in Purchases & Returns
Wouldnt let me order online

I went to order the samsung z flip6 online yesterday because it was only 60 dollars down payment. When I went to pay it said it could not be compelte at this time…. now I log in today and its around 700 down payment :( Now I cant get the phone because of website issues. Can someone help. 

1
R
5 days ago
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Bnvc08Beginner
asked in Purchases & Returns
ordering a phone online

If I order a phone today, would I get it by Friday?

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Mayumi
6 days ago
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Jeffrey.hjrrBeginner
posted in Purchases & Returns
customer servive inquiriess

Hey can you guys customer service call me please!!   Can I add 2 lines to my account?

3
R
6 days ago
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CS2022Coach
asked in Purchases & Returns
promotion disappeared

I was just about to upgrade my phone to this deal and it disappeared overnight. Is there any way to bring this back? I would really like to upgrade to it. thanks!

5
Flo Koodo
9 days ago
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JavellaBeginner
asked in Purchases & Returns
I didn’t get the sim card yet!

It’s been about 10 business days, and I haven’t received the SIM card.Hopefully, I won't be charged for those days I haven't used the services!

1
M
13 days ago
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sxtraRockstar
asked in Purchases & Returns
Why my order is cancelled with no notification?

I put my order on Aug 14 but haven't heard any update. I checked its status and found it was cancelled. Why Koodo don't notify me the cancellation and no refund for it? I need the SIM! 

6
S
14 days ago
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Caleb902Organizer
asked in Purchases & Returns
How long are the happy deals on for?

Looking to upgrade but I have that silly tab bonus that they will charge me if I upgrade, my next deduction will be first week of september so I’d like to wait until at least then, but not sure how long the deals are on for. If a customer is upgrading and staying with koodo it’s so silly that they even charge the bonus to them anyway, just frustrating as a 10 year customer, especially after those black friday deals they sneakily reversed. 

3
M
14 days ago
S
Shoany40Beginner
asked in Purchases & Returns
Tab Plus Pixel 8 promo

I saw a promo for a Tab Plus 5/mo x 24mo Google Pixel 8 which sounds like an amazing deal. I recently changed my plan to a Tab Plus $50/mo (60gb), and thought this would be perfect but for some reason it wants me to change to a new plan also called Tab Plus at $59/mo but with 15gb less data. Anyone know how to work around this? It's very confusing.

1
Dinh
16 days ago
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anmac1789Advisor
asked in Purchases & Returns
Pixel 8 pro availability

Koodo, when will you bring back pixel 8 pro ? 

11
Mayumi
23 days ago
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Soppy1244Advisor
asked in Purchases & Returns
had a new sim card with my phone now pnone dont work

So I had just received my new phone with a new SIM card and I went to start the change over it went to take my number over to SIM card than I lost power and had no wifi and my number got taken from my old SIM card and not get put onto the new one now I have no phone and it won’t let me get an activation code to my email at all. I don’t know what to do now

14
Dinh
1 month ago
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Melissa902Connector
asked in Purchases & Returns
trying to purchase new phone

I’m trying to buy a new phone and when I get to the last step after putting in my card information it won’t let me push the place order button.  I’ve tried on my phone and my iPad and it does the same thing. I’ve double checked my info and everything is right. 

9
M
1 month ago
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Scott1987Beginner
asked in Purchases & Returns
Unable to finalize purchase

I get through to last step of purchasing a new phone and the “Place Order” button seems to be broken and does not work.I am an existing customer,  Phone and plan and everything selected through website purchase process so not sure whats going on.looking to buy Samsung Galaxy S24 Ultra on Tab Plus with a promotional phone plan offered under it.Seems a few other people are experiencing same issues.

13
S
1 month ago
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Ocin564Connector
asked in Purchases & Returns
Unable to finalize purchase

Good afternoon,I’ve been trying to order a new phone/plan and everything seems to work fine until I get to the page where you enter your credit card information. It doesn’t appear the page loads properly and even though you can enter your details, you’re unable to complete the purchase and just stay stuck on the same page. Sounds like this has happened to multiple people today. I’ve tried with multiple devices and browsers without success.Thanks, 

5
O
1 month ago
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RuardBeginner
asked in Purchases & Returns
Order number: HFO38049283

On July 12th I ordered a SAMSUNG GALAXY S24 PLUS 256GB BLACK.  Order number: HFO38049283 I even changed my amount of payment to $55.00 for a new phoneYou cancelled the order and I would like to know why.   I can’t find a phone number for you, so I hope you get this and you can tell me what went wrong.   I have only used Koodo phones ever since I got a cell phone.   I have never been late paying.

3
Flo Koodo
1 month ago
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rosemariempBeginner
asked in Purchases & Returns
New phone didn't come with SIM card (online order)

Hello, I recently ordered a pre-owned phone from Koodo online. I haven’t received a SIM card, though there is a SIM number listed on my service agreement. I transferred from another provider. How do I get a SIM card to finish setting up with Koodo?

3
O
1 month ago
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FoodjunkyConnector
asked in Purchases & Returns
why does koodo only offer $0 down phones for new customers?

I am an existing customer and looking to upgrade my cell phone. When I go and look for phones there are none that are $0 down. When I don't sign into my account, almost every phone is $0 down. I am really noticing that koodo doesn't care about their existing customers. 

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F
2 months ago
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SummerSunAdvocate
asked in Purchases & Returns
How to upgrade current phone to new phone keep same phone number?

Hello, Current Koodo customer and i would like to buy a new phone but keep my same line.Do i just go into shop, buy a new phone for myself under my number, and it will be auto transferred to the new phone?Please advise I have about a week before I must leave for an extended period. thank you.  

2
D
2 months ago

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