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Purchases & Returns

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

  • 337 Topics
  • 1,085 Replies
337 Topics
R
robinsonnConnector
asked in Purchases & Returns
When am I getting refunds?

Long story short, I opted out from Koodo and my final bill has ‘negative balance’. From a previous conversation in the community, apparently I was supposed to get the refunds. When and how will I get them?

423
G
29 minutes ago
T
Ter50Beginner
asked in Purchases & Returns
roaming charges despite not leaving canada

I live along the US border. Someone called my husband to update MY PHONE AND MY PLAN without my consent. When I questioned the roamimg possibility because of where we live and work,  I was assured it wouldn't happen. Yet here I am with roamimg charges on my bill. I'm not interested in going through this drama month after month for a cell phone through koodo, because of wjere I live. 

101
D
11 hours ago
A
abstractBeginner
asked in Purchases & Returns
returning phone

I accidentally dropped my phone so the screen is broken now. Is it still possible to change for a new one since it’s under warranty?

372
D
17 hours ago
B
BlessedBeginner
asked in Purchases & Returns
Phone isnt working

I traded in my phone about 2-3 months ago and I have been getting nothing but trouble with it. It glitches all the time and randomly shuts off. I got it fixed one due to that issue but it keeps happening

182
D
19 hours ago
N
nekshaBeginner
posted in Purchases & Returns
I was charged for Koodo Stream without activation and for Sim card as well without usage or activation.

I was told that I will get an offer on Koodo stream which the customer care representative told that I can activate at my possible time and they will offer credit back.Furthermore, I added a line nearly 4 months ago, the sim card was lost in delivery and I haven’t used the sim card, yet I was charged every single month. I wasn’t able to catch hold of the customer care representative, I was required to schedule an appointment to talk with a customer care representative. The representative calls one hour late from the scheduled time and the call further goes 40 minutes on hold to address my concern. I just cancelled my koodo stream and additional line. I was not offered any credit for the complete additional charge I paid unnecessarily.The customer care service is very annoying. I felt there is no point in continuing with Koodo. It’s a regrettable experience. 

171
Flo Koodo
22 hours ago
G
GrandmaBOrganizer
asked in Purchases & Returns
Returning internet device

Return internet device in original box never open and took the number they sent me went to Canada post December 31/2024. I got my tracking number, now they emailed me saying to return the device.  I have tried on my end to track but I can’t. Anyone know what is the correct email address I can send a email  with all the information in regards to the return and proof that I sent it back. Thank you in advance for any help.🙏 

304
Allan M
1 day ago
S
SiqiConnector
asked in Purchases & Returns
where is my phone

I ordered a iPhone 13 days ago, but it’s still not shipped yet. Why? My order number is: HFO**568

221
Flo Koodo
2 days ago
B
BudgetCSlolBeginner
asked in Purchases & Returns
bought a new phone, paid the "setup fees" but this new phone doesnt have an Esim or whatever

New Samsung flip my old phone is a note ultra 20 I've been with koodoo for years.I upgraded my phone and it finally arrived but it's not even set up

395
B
3 days ago
W
Weasel123Beginner
asked in Purchases & Returns
phone upgrade

Hi, I just upgraded my phone on a tab and was wondering if I will be charged tax on the device full amount or will I only be charged tax on the monthly tab amount monthly? Thanks

271
O
3 days ago
M
MabelWConnector
asked in Purchases & Returns
Online order delay

Any suggestion on the delayed order, which was placed in 24 december but not shipped yet until now. The new plan has already take into effect and start to bill. Thank you!

559
Georgia Koodo
4 days ago
W
WestCoastKathOrganizer
asked in Purchases & Returns
Koodo Assist call cut off need agent to complete the call

I completed the first half of my Koodo assist call with an excellent agent Jessica, who put me on hold to transfer the call to an agent who handles new phones ordered online. She only manages phones order over the phone.  I was told I would be on hold less than 5 minutes and when the music ended, rather than a live agent picking up, I got a recording saying the office was closed, call back another time. ARGH. Obviously the office is in a time zone west of me, it’s 9:30am Eastern here. Please have a live agent call to complete the process. I ordered a phone on Jan. 5/25, but have received no email, no tracking or order number, had to re-set my Self Serve account. It’s infuriating not to be able to reach someone live when something like this happens. At least provide a scheduled Koodo Assist caller with a direct callback number - the first agent will have NO idea my call wasn’t completed and the 2nd office doesn’t even know I was waiting for service from them.  Very frustrating.

717
W
5 days ago
T
TrihisBeginner
asked in Purchases & Returns
new phone shipment never arrived

I ordered 2 new phones to upgrade our phones Dec 27.  Both were shipped purolator. The tracking on 1 hasn't updated since Jan 3. The tracking on the 2nd was showing near my location on Jan 5. However, it then shipped across the country further away than it had originally been shipped from. I've tried calling purolator several times & can't get a person on the phone. The recording says wait times are estimated at 45 mins. I emailed purolator a week ago. No response. I've called koodo twice with no results only to be told I have to continue to try purolator. It's now been nearly 3 weeks. My service agreement was updated on the day I placed the orders with the promise of new phones. Should koodo be helping track down the missing phones? What do I do next? It's now Jan 13th for shipments on Dec 27th.  No updates. 

312
D
6 days ago
K
kettlemagicBeginner
asked in Purchases & Returns
Koodo Tab payment verification

I tried 3 times to purchase a new phone with a promotional offer with Koodo Tab plus. Each time, Koodo attempted to contact me via phone call at unspecified times when I was unavailable for a phone call, to verify payment information. After only one or two phone calls each time I attempted to setup the plan/payment, they cancelled my purchase, giving me no indication of when they would attempt to contact me. The Koodo Tab offer I was trying to get is no longer available and now costs $200 more.Koodo’s online help chat is not helpful at all and I would like to speak to a representative. Where and/or how can I speak to a Koodo representative regarding this issue?

171
Dinh
7 days ago
S
SPAT64Beginner
asked in Purchases & Returns
How does this work?

Ok, I’ve had a Koodo plan since 2019 when I got my first cell phone at the age of 54. I was gifted the phone, so I brought my own. As a disabled senior, I don’t need much of a plan since I don’t leave the house much and only make a few short calls per month, so a low cost fixed fee works best for me as I use the wifi in the home. Currently I have a Pixel 4a and the battery is dying fast. I know I need to upgrade but I’m confused as to how the whole Tab thing works in the sense that… if I am now not bringing my own phone but possibly buying one through Koodo (aside from the monthly Tab cost of the new phone), will that change the current plan I’m on or can that stay the same?Another question I have is I’m noticing that some phones are 5g, do they have to be matched to a 5g plan to be able to be used, or does it matter? I don’t think I have a use for 5g but don’t understand enough to make an educated decision.Can I use the same phone number and the same SIM card?Finally, if anyone has an

583
D
9 days ago
C
ChanmadiConnector
asked in Purchases & Returns
So much for getting a new phone and plan on January 6, 2025!!

I have been with Koodo for many many years, and have myself, and 4 others on my account. So a pretty hefty amount going into Koodo's pockets every month.My daughter being one of them, tried buying a new phone and plan on January the 6, 2025. This was the last day of their big sale.She wanted to have her own account and did an online order, or tried, I should say, under her own email on  the last day around 10pm after she got home from work. That poor girl tried 8 different times to place the order with no success. Everything was filled out correctly, and her credit card had plenty of room on it to place the order. Plenty!Being at night, she couldn't even call anyone from Koodo for help.Now the big sale is over!I am so annoyed and frustrated myself, and for her.She was so excited, and then that excitement went straight out the window! 

10912
C
12 days ago
I
IEBConnector
asked in Purchases & Returns
"Oops! Koodo Internet isn't available yet" email from koodo@e.koodomobile.com

I ordered both mobile and internet service at the end of 2024 beginning of 2025. I received the phone more than a week ago and the internet equipment at the beginning of this week.On Jan 7th I received an email from koodo@e.koodomobile.com informing me that internet is not available at my address and to send back the equipment using a code for Canada Post. I have not tried connecting yet just by chance so I cannot confirm that this is indeed true. The email address is different from those used in other communications and the website still shows internet being available at my address. Self serve also shows nothing of note.I do not wish to blindly return the equipment as this email is rather odd due to the reasons listed above. I also have an “AIRTIME” charge of $0.01 on my credit card and fear these issues are related to each other and that my information has been compromised. So am just sitting on the trigger here to start the various legal/financial machineries to address these issues

492
I
12 days ago
V
VidaNConnector
asked in Purchases & Returns
Trying to return device to Online store

It’s been 3 days that I am contacting multiple times and yet have not been able to get this resolved.After messaging the robot, a call was scheduled for two days after. The person called me and i explained I am returning the device I purchased on their online store. She said she is connecting me to the online store team. I was on hold for 3 minutes and then they hang up.I need a manager to contact me ASAP to send me the return labels and refund the money they already have deducted from my Visa.  

777
V
13 days ago
J
JinxConnector
asked in Purchases & Returns
Why is it taking FOREVER to get my new phone.

waited weeks and i cant even get a tracking number on my new phone. but ordered my partner the EXACT same phone in a black and its 2 days and already trackable? thats not right

676
D
13 days ago
I
Its_preetBeginner
asked in Purchases & Returns
recent purchase

Hii, I recently made a purchase of phone online. It's still not delivered as it is stucked in Ontario . NOW it's getting hard to wait.Can u tell me how much time it gonna take ?? Like in how many days phones usually get delivered??

241
Flo Koodo
13 days ago
K
KiffinBeginner
asked in Purchases & Returns
Timeframe of Canceling an Online Order

Hello, I have placed an order for a phone On Jan 5, 2025, but I want to cancel it because I may have found a better deal for the phone somewhere else. I have sent the email to koodo.webstore@koodomobile.com on that same evening of Jan 5 , 2025. It is now Jan 7, 2025, and I didn’t get any reply from them. I want to make sure that this order is canceled before I buy the phone somewhere else. How long before they reply and confirm that it was canceled? Thank you.

283
K
13 days ago
B
BrianSloConnector
asked in Purchases & Returns
scam

I think I got scammed.They got my order number and email.I suspect the have intercepted my new phone order.  Have not been able to get in touch with koodo yet.

1007
Georgia Koodo
14 days ago
S
SiqiConnector
asked in Purchases & Returns
Question about phone bill tax

 I am a resident of AB. But I am temporarily living in NS. My cell phone area code is also 825 in AB. I have always used the tax rate in AB. But when I just ordered a new iPhone and it was delivered to my temporary address in NS, I received the tax rate in NS for my cell phone and data plan. I would like to ask, shouldn't my tax rate be determined according to my area code?

547
Flo Koodo
14 days ago
B
broken-samsungBeginner
asked in Purchases & Returns
Can I get the used iPhone 13 for $3/month under the $40 plan

I was browsing the phones and noticed the iPhone 13 was $3/month under the $39 plan. However when I login to my account to order it, it automatically changes to a $49 plan. Is it possible to get it under the $40 plan I am currently using or is that for new accounts only?

301
D
15 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 

151
Darius Koodo
1 month 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.

121
Darius Koodo
1 month ago

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