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Purchases & Returns

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

  • 383 Topics
  • 1,225 Replies
383 Topics
D
D.LAdvocate
asked in Purchases & Returns
Will I be charged for a plan I didn’t use after 30 days? Just waiting for phone to be returned to Koodo.

Planning on cancelling a line, but had to return a phone to clear the tab. I see in the tracking number that it’s already been delivered.Do I need to wait for Koodo to finalize the return in order to call to cancel the line? Since it’s the holidays, if it takes longer than 30 days, will I still get refunded this month’s bill if I didn’t use the plan at all?

171
Georgia Koodo
11 hours ago
D
ddd2332Organizer
asked in Purchases & Returns
Cancellation of service during return period

Hi. I applied for a 2-year contract with a Iphone 14 over the phone on 2024-12-02 cyber monday.I got the phone delivered, but I called the Koodo agent through call back on 2024-12-12 and asked for cancellation (given that I have 1 month of return period).The agent told me that I would be getting the email with returning slip and instruction.However, I haven’t gotten it as of today.I called agent few times to make sure I get the email.The agent tells me that I should get the email soon, but it is becoming almost one week.I am just worried that I might not be able to return and cancel the service within the return period, which may lead extra charge. Did anyone have similar issue like me? What should I do? Thank you in advance for your time and help..

9011
D
22 hours ago
N
Nanz64Beginner
asked in Purchases & Returns
Delays…

Ordered 2 new SIMs to bring in new numbers on December 3 but still haven’t received the SIM cards. says shipped by purolator. Is it normal to take so long? I’m in NB.

251
Flo Koodo
2 days ago
M
Mlee59435Beginner
asked in Purchases & Returns
what’s wrong my account

KOODOM makes me anxious. I updated the new service which should be 60g of data, but now it is only 28g. And I signed up for automatic deduction, and my fee has increased to 39.

202
Flo Koodo
2 days ago
E
Emily nicholsonBeginner
asked in Purchases & Returns
Unable to transfer phone number to new iphone

I have been trying to set up my new iPhone 16 but each time I try to transfer my number I receive an error message that they are unable to transfer my number. The message says to contact ‘webbing’. Even though it says that the number cannot be transferred the phone number no longer works on my original phone so I now have no functional phone and I have not been able to contact Koodo for any support. Suggestions? 

102
Georgia Koodo
4 days ago
A
AshleySBeginner
asked in Purchases & Returns
Can't update address from PO Box to street address

I’ve been trying to purchase a new phone and since I have a PO Box, I am trying to update my address to my street address. When I do, I can see that it says “Success. Give it a few minutes to update”. The address box goes blank, then reverts to my PO box. I’ve tried refreshing the page, new browser, doing it on my phone vs the computer. It doesn’t update.  It shouldn’t be this hard to update an address.

91
Flo Koodo
4 days ago
H
Hali_MarkRockstar
asked in Purchases & Returns
Replacement phone supposedly shipped, no info yet

I received a CPO iPhone on Dec 4th that I wasn’t happy with and submitted a request for a return. I received an email Dec 7th stating that a replacement was shipped and return instructions were provided for Canada Post.  I haven’t received the phone yet, nor any further email with shipping details. Is the phone really on the way? The first one arrived via UPS so I don’t think there is a delay due to Canada Post. 

434
H
5 days ago
A
AFracekBeginner
asked in Purchases & Returns
Phone being shipped to the wrong address

Hi I moved recently and didn’t change the address on my account. When I purchased the phone in my local mall on black Friday I was told that I will receive an email with all the order details  and there will be instructions on how to change the shipping address. All I got was the email with the tracking number. I emailed koodo.webstore@koodomobile.com on Dec 6th but got no response yet.Now Purolator’s website says that they failed to deliver and address correction is required. Purolator will not let me change the address as per Telus instructions and directs me to Telus customer service. I tried calling the number I got from Purolator for Telus customer help but they will not help me because my phone service is not with Telus.I’m lost as far as what my steps should be at this point.

414
Flo Koodo
6 days ago
D
D.LAdvocate
asked in Purchases & Returns
Multiple phones to return. Is each prepaid label specific to a phone?

I’ve got 8 phones to return under one account. I received 8 individual prepaid labels by email, each one with the same return address but different RMA number.Do these individual labels need to match a specific phone, or will the receiver be able to tell by the address which phone has been returned?The reason I ask is because I have no idea which label is for which phone and I don’t want Koodo telling me later on that I sent the wrong package.

361
Georgia Koodo
7 days ago
S
sabyBeginner
asked in Purchases & Returns
Scheduled a Call back and after answering it auto cancels and asks me to reschedule

I have scheduled multiple callbacks through your chat service. However, each time I answer the call, it automatically cancels and prompts me to reschedule. This has happened  twice, and it is causing significant inconvenience. and i dont know what to do

151
G
7 days ago
R
RV CanadaBeginner
asked in Purchases & Returns
Order not fulfilled

I ordered an upgraded phone which shipped Dec 5 and was supposed to be delivered Dec 9.  It is now Dec 13 and it has not arrived.  Inquiries about the Purolator tracking number says it is delayed because of "weather delay" but the weather is fine.  How can I find out when the order will actually arrive? Has anyone else experienced this and actually received their order? 

281
G
7 days ago
C
ceeeBeginner
asked in Purchases & Returns
Google Pixel 8a promotion plan tab basic. Can I keep my plan if it's under $40?

My current plan is under $40. Does that mean I can't buy a Google Pixel 8a phone with the promotion tab basic as it states that the offer includes a special plan starting at $40. (Tab Basic $ 464 .00 today then $10/mo for 24 months)

152
Mayumi
7 days ago
Nat_56
Nat_56Beginner
posted in Purchases & Returns
Return process during Canada Post

Just want to express my frustration with the return process during the Canada Post Strike. As a company, it is their obligation to ensure that their processes are still effective even in unwarranted situations such as this. Why are we not utilizing other shipping companies where we can bring the return while Canada Post is on strike?  Having to hold on to and pay a tab on a phone that I’m not even using until Canada Post ends its strike is absurd. I have no problem paying for my monthly service plan, however the tab is toward a phone I will not be keeping. I truly hope that I will be getting a credit for the tab paid when the phone is returned, otherwise that is theft. We have no idea how long this strike will be going for, and I can’t get an exchange for a different phone until the phone is returned, and who knows how long that will be at this point. It is truly not right.  I have always had such a great experience with Koodo, and have always recommended them to family and friends. I

403
G
8 days ago
A
AlygConnector
asked in Purchases & Returns
Return stuck in mail due to strike.

You sent me the wrong phone. I have returned the phone via the email instructions the same day it was delivered. It is stuck in the mail somewhere with post Canada and you sent me a bill for over $2000. I do not want late charges on my credit. I have been trying to speak to a human for 3 days now. Someone needs to call me back. This needs to be addressed! 

13010
Koodo
8 days ago
G
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 

61
Darius Koodo
8 days ago
M
m0220smithBeginner
asked in Purchases & Returns
Lost Phone - ordering a new one

My husband lost his phone. If I order a new one online through Koodo will it automatically come with a new SIM card and will I be able to activate his new phone without having the old one? I’m trying to avoid having to pay the $70 activation fee on top of having to pay for a new phone plus a more expensive plan because of course his old plan is no longer available.

81
Darius Koodo
8 days ago
D
DelBBeginner
asked in Purchases & Returns
verirymyinfo

Purchased 2 phones and two new plans on Dec 8th. Already a customer juat upgrading.First order went through and I received notice it was shipped via purolator.Second order I just found an email in my spam inbox requesting I verify my Info. I asked for a call back, received it and the call dropped. I used a land-line so it isn't due to cell service.No call back since. Just requested another. It is frustrating that we cannot just connect with an agent. Always have to restart the process. How do I get passed this so they ship me thr new phone?

232
D
9 days ago
R
Rd8494Beginner
asked in Purchases & Returns
Shipping Method

Good Afternoon Can you confirm what shipping method is currently being used with Canada Post on strike i want to ensure i do not order a new phone and it get stuck 

181
Flo Koodo
9 days ago
P
piyushpatel186Beginner
asked in Purchases & Returns
Phone network issue and cancellation procedure

Hi Koodo,I am new to Koodo, joined on black Friday deal but I am regretting my decision now. The changed from other service provider to Koodo for my mobility services. Since then I really have a hard time in phone network. I dont see good coverage on my mobile device (it is my previous device and working awesome with other service provider). Whenever I got a call or try to call (within Calgary city limit - SW of Calgary) - voice is breaking in between continuously , not able to speak on call. When I request for any OTP from bank, it takes time to receive the text and dont ask me about the data. I was in NE quadrant on weekend, near to Jackson port shopping area and I was not able to load any page,  even facebook / youtube / whatsapp messages was unable to load / open. This is terrible experience with Koodo. I would like to cancel my services with Koodo and switch back to other provider. Could you please provide me the right process on how to initiate the cancellation process. I just st

281
Flo Koodo
9 days ago
Marina Romero
Marina RomeroBeginner
asked in Purchases & Returns
Poor Resolution from Koodo Web Store

Hello Koodo Community,I am writing this post out of sheer frustration with the Koodo Web Store and their handling of my recent order (HFO39091268). The level of incompetence and lack of accountability I have experienced is beyond disappointing, and I feel it is necessary to share my experience here.Here’s the situation:I placed an order on November 26th, expecting the usual seamless delivery experience. However, UPS, the carrier Koodo chose, failed to deliver the package. They claimed they couldn’t locate my unit in the building directory, which is laughable because there is no directory—only unit numbers. Despite me working from home and being available 24/7, they didn’t attempt to contact me or leave a delivery notice. When I requested to pick up the package from a UPS store, they refused and instead returned the package to Koodo’s warehouse.What’s worse is the inconsistency in Koodo's delivery process. My husband placed an order to the exact same address a day after mine, and becaus

110
Marina Romero
9 days ago
T
trjngrsbConnector
asked in Purchases & Returns
Im having trouble to transfer my number to koodo

My account was flagged as fraud, I sent the documents to fraudtax@telus.com, but haven't received any replies, and I can't port my number over to Koodo. I need to solve this now

398
Flo Koodo
9 days ago
thuursday1
thuursday1Beginner
asked in Purchases & Returns
ups not delivering phone

Hi,I ordered a phone on 29th. When I checked my email the tracking said UPS delivered and returned to sender. I live in Toronto, and haven’t had any issues with other carriers since the strike. UPS didn’t leave anything at my door saying they were there. Or attempt second delivery, looks like they decided to send phone back next day instead. I reached out through callback yesterday, and it wasn’t helpful at all. I changed plans with this phone order and would like to keep my new plan. Help!   

463
D
10 days ago
A
AnnaSchBeginner
asked in Purchases & Returns
Phone ordered on Cyber Monday. still not shipped.

Hello Koodo Team,I ordered a phone on Cyber Monday initially to my Po Box. A customer service agent kindly changed the address for the order for me last week Tuesday to my street address and assured me it will be shipped in a few days via UPS.  So far this hasn't happened. Would someone be able to look into the status of the order? I totally understand if this is a normal delay due to the strike. I would just like to make sure that the phone won't be shipped via Canada Post to my street address as Canada Post doesn't deliver there. Thanks!Anna

263
A
10 days ago
P
Penny PotterRockstar
asked in Purchases & Returns
Phone Delivery

I upgraded my phone on Black Friday.I have confirmation that it is approved.Will I get confirmation of shipping and a tracking number when they send it?Thanks

555
JasperOscarRocky
10 days ago
Alon Rai
Alon RaiConnector
asked in Purchases & Returns
Question regarding phone plan

So I received a call from Koodo promoting getting a new phone of my choosing for sale.and I was offered the Pixel 9 Pro XL for 45$ with the plan.They asked for my driver's license and credit card information.afterwards they called back asked me to pick the phone that I want,and order it through my desktop. there were issues in selecting my current plan so they asked me to pick the iPhone 16 pro max any color and any plan for it, they told me to place the order and provide them the tracking number.They said they will keep a note under the order for review that will essentially say to change the iPhone to a pixel 9 pro XL and to keep my current plan and to set the price for $45My question is, is it legit or did I just get scammed?

7211
Alon Rai
10 days ago

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