Purchases & Returns

Ok call me old school but all my phones have used physical sim cards.  I go to order an iPhone 14 and noticed that it uses something called an Esim? (Nano SIM (eSIM + Physical SIM) WTH? So … how does that even work?  I’m coming from a iPhone 12 which has a sim so what to do when I get my 14?Thanks so much!

Hello,I just ordered a new phone. I can't add my buzzer number to my main Koodo address. Koodo help page says that I can add shipping instructions to add a buzzer number. At what stage of the order can I do this? Where and how do I do this?Thank you in advance for any assistance.

Never bought a used, refurbished or pre owned phone before but I’m being tempted by the prices. ;)  However having lived by the rule of “you get what you pay for” and “buy cheap buy twice” I’m understandably cautious. So … What’s the REAL story on these “Certified Pre Owned” phones? Are they worth taking a risk on? What’s the battery health on these phones?

Ordered a replacement phone for my current one that does not work most of time.Got an email saying that it would ship in one day (Dec 6)It is now Dec 12th and I have not received any tracking info OR the phone.  Searching online shows the status as ‘under review’.   I NEED this phone as it is hard to be ‘on call’ when your phone only works once in awhile.  If they have any questions they can not call as chances are my phone isn’t working.   Have received NO email about questions so I must assume there is some other delay but I can find no place to call and ask (not to mention I work nights and am asleep during most business hours).Sure hope someone has an answer.   This delay is costing me more than this service is worth.  Looks like they had no problem adding this ‘unshipped’ phone to my bill.   Strange how billing never gets screwed up eh?  Going to have to turn off my autopmt I guess.  Not paying for a service that is not being provided.G

Hello,  I purchased two plans a couple of weeks ago.  Received both SIM cards.  For the first HFO#, I received an activation email, I have an account and everything is setup.For the second HFO#, I did not receive an activation email so I don’t know my account number or my phone number.   I check the HFO online and it shows as activated.I need to port an existing number so I can’t add Koodo SIM card to phone yet.How do I proceed?  Can I add this second SIM to my first account (this is ideal).Thank you,Chris

I upgraded my plan and phone and I was charged the shipping. I received a first email showing the charge and that I would get the tracking number and the approval within one day. It's been two days and I haven't received anything, is there an issue?

I signed up for a Cyber Monday promotion including a new Iphone 11 on Nov 28. I received an order confirmation same day and my credit card was charged the 11.30 shipping fee but haven't received any info about shipping the new phone. I have several friends that signed up for same promotion on the same day and they received their phones last week already. Order number is HFO34416979.

my husband got a free iphone 11 from Koodo. Its brand new and sealed. I want to know if he sends it to his mother in Bangladesh in sealed condition, will she be able to use the iPhone there? I heard from someone that it is mandatory to boot the new iPhone 11 with a Koodo sim card, is it true?

I ordered a phone upgrade on Sunday and still haven’t gotten the shipping update, is this consistent for orders over the weekend?

I purchased new device from the shop before 7 days, I do not like device so I want to return it.I am trying to call on koodo from last 5 days. even I request for the callback thousand of times.How I return my device??

I started on a new plan last December, and took on a Samsung s20fe 5g. I ended up not opening the phone for a month, and after that time I tried it for about a week before deciding I didn't like it (mostly larger size, but some functionally I didn't like), and went back to my using old phone (Samsung s8 active). Now it's really time for a new phone as my s8 is starting to malfunction a bit. So, wondering if Koodo buys back/allows return of phones (specifically on a tab), to sell on the pre-owned market to be customers, or I'll just have to sell it myself? I would love to get out of the tab, maybe switch to another plan. I owe $100 +400 for the tab in total, 11 months remaining. The phone is basically still new, great condition, used for a week. 

After a second call back we determined that the phone that was sent was a 64Gb not the 256Gb that should have been sent. The call center rep informed me that they needed to perform an investigation before they could take action. Which is frustrating but I was understanding and agreed.  It is now the 29th. I have not heard anything more, I still have the wrong phone which I'm paying for and on top of that I can't reach anyone or book a call back because I receive this automated message "We're busier than usual right now but there is no need to talk to a rep as all our offers are _ or in store!." which is not helpful at all. Can you please help me sort this out? I really just want the phone I ordered. I'm not interested in how or why it happened, I just care that it did happen. I would just like it fixed. How can I get ahold of someone? 

Hello Team Koodo,Performed Hardware upgrade during Black Friday. Received the shipment today but no phone inside the box….only SIM card.  Can anyone please advise? Thanks

Does Koodo shop online phone orders with Canada Post?I am having a difficult time getting my address updated but if the shipment is going to come Canada Post it will automatically get forwarded to my new address anyways.  

Hi I just ordered two new phones yesterday. However today I am seeing new offers and want to know if I have the option to change my order at this point?  So, I ordered two iphone 13 (with zero down). I want to know if I have the option to change it to iphone 14 (with zero down)? Also what would be the price difference for the monthly tab?  @Boa_Guy Koodo 

Hi,i signed up a phone plan with koodo last night for iphone 13.today i noticed the tab plan price dropped. I wanted to match the tab plan but was not able to do it online. please advice how. thanks, 

Hi ,I had taken 2 Tabs with 8gb plan on last yr black friday deal contract for 2yrs. Currently wanted to change the tab but there is no good deal where i PURCHASED. My plan is $50 for plan and 15 for tab but getting at discounted price of $53 per tab. There is $180- tab balance and 250 bonus.I wanted to know If i need to move to different plan then do i need to pay the Bonus amount?? Also, let me know the procedure to close the account.. Also I have another doubt. My plan is $50 and 8gb for 24 months including tab i’m paying $53. If I go for 20gb or 25gb ,there is offer going on koodo for $55 ,then final price will be $53 plus $5 or $55 plus tab 15 ie $70. Kindly suggest.

If i return a phone i bought online within 30 days, am i responsible for paying the tab and the tab bonus associated with the purchase?  I’ve read a couple threads and just want to confirm that if i return a phone I won’t be on the hook for a couple hundred dollars :) 

Hello guys, I just paid my bill on November 15th, [recurring payment] but today [November 20th] I just switched over to another carrier [Public Mobile]. I’ve been with Koodo for quite a long time, do you think they would do a possible refund if i call them and ask or no shot? Thanks a lot!  

If I buy a phone with a plan, should I return the phone after 2 years or do I get to keep it?

Hello i’m tracking my upgraded phone shipment with Canada Post was supposed to be delivered today.  “Item being returned to sender. Incomplete address.”  how is this possible when full address info is already in my profile?and what is next step Koodo?    

I want to talk to someone at Loyalty Program.I have been with Telus for 10 year now. I have 3 Lines with Telus.I switched 1 line to Kodoo, I want to switch my other 2 lines to Koodo as well. I want bundle deal. Adding new line under self server is giving me warning message:Additional lines on new accounts (45 days or less) are not allowed online. Please go into your closest Koodo store, or try again once your account passes 45 days.

I plan to purchase an iPhone 14 from the Apple Store and use on my existing Koodo account.  I know you can simply swap the sim card from an old Koodo phone to a new phone. But the difference now is that iPhone 14 doesn’t use a sim card.  How would I go about using this phone on my existing Koodo account?

Hi there - I just recently ordered a new plan, new phone (Samsung Galaxy S20 FE certified pre-owned), it arrived in the mail and realize it’s way too bulky for me, I want to return and replace with a Samsung Galaxy S20 certified pre-owned instead. It’s untouched, perfect condition, literally just opened the box. Is this possible?And how do I get in touch with someone at Koodo? I don’t know how to talk to a real person. Thanks!Dave

I currently have an active Koodo prepaid account.  I need to replace my phone.  Is it possible for me to purchase a new phone on a tab through Koodo online and have my prepaid phone number transferred to the monthly SIM card?  Thanks