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Purchases & Returns

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

  • 343 Topics
  • 1,092 Replies
343 Topics
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dlinde54Beginner
asked in Purchases & Returns
Transfer prepaid number to monthly plan

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

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Allan M
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Cookie7Beginner
asked in Purchases & Returns
How do I filter phones by plan/tab?

I am looking for a new phone but I can’t find an option to filter by tab. Instead it seems I need to click on each individual phone to check the cost under my tab/plan. Am i missing something? So frustrating!! Thanks!

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Allan M
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EmmiJBeginner
asked in Purchases & Returns
unable to complete online order, get this error instead

Finally the 45 day hold is up and I went to order my new phone. I've tried twice now to complete the order and I get the error "Price Plan is not valid". Even though I'm choosing the Tab plan that's needed. ($60 for 10gb for a CPO iPhone 11)Is it because I'm trying to purchase with a prepaid Visa?  

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KMGConnector
asked in Purchases & Returns
Unable to complete new phone order

Hello, please help!  I have tried several times to order a new plan and phone from my computer and when I get to the “device protection” option circles to click on - none of them work!  Which means the “add to cart” button does not highlight as I haven’t “chosen an above option”.  Choosing the new plan and phone was easy, just the final part.  Also tried to order from my phone and same problem.  I have been with koodo for many years and just wanting to upgrade my phone and plan.  What am I doing wrong? Thanks!

35711
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Helene Jobin
Helene JobinBeginner
asked in Purchases & Returns
le réseau wii fi se déconnecte

Le Téléphone es neuf et le réseau wifi se déconnecte seul et embarque sur lte

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PCav
PCavBeginner
asked in Purchases & Returns
Koodo sim in telus phone

I'm looking at switching to Koodo from Telus. Can I use a Koodo sim with my old Telus phone, or will I need a new phone?

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Lavi kambojBeginner
asked in Purchases & Returns
koodo tab balance

Hello i have a question like i am with koodo from one year ana i have i phone 11. I still have 10 months to go and about 160 tab balance, so i wanted to ask if i need to pay only tab balance if i want or the bonus discount and tab balance both if i want the phone free before.

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Joe FetchkoConnector
asked in Purchases & Returns
New Phone

Looking at upgrading my phone, the one I'm looking at has a $400+ upfront charge then the tab charge every month. I was wondering if you actually have to pay the upfront charge when you order the phone online or if it will just be added to your bill?

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Allan M
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BecksterbltBeginner
asked in Purchases & Returns
Can I buy a phone outside of Koodo?

I currently have an Google Pixel 3xl, but I am planning to buy a new Pixel 7. I am also planning to buy the phone at Best Buy instead of going to my local Koodo retailer or buying it online at Koodo because I don’t know if buying at Koodo will change my plan. So I wanted to ask: if I were to just buy a new Pixel 7 at Best Buy and not Koodo, will I be able to just switch out my SIM card with no problem? Will I also be able to keep my current plan if I were to just get a new phone? Thanks.

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Allan M
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Mohamad AssoariOrganizer
asked in Purchases & Returns
Lost Sim card traveling overseas

Hi,I am postpaid Koodo customer.Currently, I am traveling overseas in Saudi Arabia and lost my sim card.Hence, unable to get OTP for use of credit card etc for flight tickets payment.Urgently require new sim card.My email: sophiaan@outlook.com, mobile 506 262 2883

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Sophia
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trudgeRockstar
asked in Purchases & Returns
No longer a customer but now have a credit

I recently (beginning of OC 2022) moved to a different mobile  provider but have paid my last bill. My last received bill now has a credit. How can I get it returned?

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KureitinBeginner
asked in Purchases & Returns
Validation Issue - Can I get a real answer?

Can someone please actually answer a solution to this new customer setup and not able to validate credit? This is ridiculous as I have never had issues with other network services. I have tried using all my family members info and EVERYONE HAS A CREDIT ISSUE? Can a Rep please respond and let me know an actual solution that works? The only way around it is if they are willing to waive the $50 in-store activation fee and I will go in a store to set up an account. Otherwise, don't even put that on the website saying we can waive the activation fee when the system does not even work. This is false advertising!! 

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Dinh
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randombuyerAdvocate
asked in Purchases & Returns
Multiple devices buy in CPO

Hi,If I buy CPO device and sign up with a contract. Is it mandatory to use the sim in the same phone for 2 yrs?Can I buy more than 1 CPO device in the same contract / overlapping contract period?

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yepaleaf
yepaleafBeginner
asked in Purchases & Returns
CPO iPhone XS Max Screen Issues?

I just received this phone in the mail today. Immediately after powering it on, I noticed something was up with the screen. There’s a blue mark on the top right corner of the display that looks like a bruise. Blacks look blue and there’s a faint purple hue when I drag items on the screen. In addition to that, the bottom bezel of the display is remarkably thicker than the other three bezels. What is going on here? Was the screen replaced by an LCD? When I hold this phone next to an iPhone XR with both displays set to 100% brightness, the XR’s supposedly inferior screen looks significantly better. The colours on the XR are more accurate, and the blacks are even darker!Nowhere on the order page indicates the possibility of this occurring. In fact, it says “OLED”. Have I been duped? I understand that the phone was previously used… but I feel like a fool because I read thoroughly through everything before proceeding to the order page. I was led to believe that the phone was returned in work

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Allan M
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sarah_ski123Beginner
asked in Purchases & Returns
How do I buy a phone online without having to verify old one?

At final stage of checkout online it’s asking to enter a code sent to my phone. But I can’t recieve it because my phone is broken and I can’t schedule a callback because my phone is also broken.

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Flo Koodo
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Ed PinerBeginner
asked in Purchases & Returns
Transfering my data after a phone replacement.

I am getting a replacement phone delivered. I am wondering if the Rep at Hamilton's Center Mall can transfer my data and if so will it cost me another $50.00?

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Dinh
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Capri123Beginner
asked in Purchases & Returns
How does the Tab work when I’ve paid it off?

If my Tab is done in 2 months and I pay off the remaining balance, is the phone then mine? Like, I can sell it?  

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Allan M
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IVCBeginner
asked in Purchases & Returns
Is connection fee revoked when return phone during trial period?

I just got a phone from a Koodo dealer store yesterday, brought it home, it didn’t work properly (app crash, lots of glitches), so I came today to return it. Before I went for the return, I talked to Koodo customer service on the phone and they said I won’t be charged the $50 connection fee. However when I came to the store to return it, the sales rep said I would still be charged the $50 connection fee - which doesn’t seem very fair to me. I didn’t want to return the phone, I only had to cuz it was not working properly!I went through the contract and everything - couldn’t find the answer. Does anyone know if they will still charge me the connection fee or not? Thanks! 

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Allan M
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Qingchao LiuRockstar
asked in Purchases & Returns
return instruction not received

I spoke to a koodo rep last Wednseday via callback, to return a CPO purchased recently from webstore. I was told to expect an email with return instructions in 24 hours.Now it has been 6 days and I still have not got any email.Can someone please help to flag a rep to help to check.

16411
Q
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JuWeBeginner
asked in Purchases & Returns
Cannot upgrade phone online

Been calling customer care for almost 3 weeks now, logging tickets, following up, etc. to no resolve.Trying to upgrade my phone online to the certified pre owned (which is online only) and keep getting the error msg when hitting shop:“Your order can’t be processed online. Please call 1-866-379-1964 (toll-free) to speak to a rep”It’s something specific to my account as I’ve tried clearing cookies, different browsers, logging in from different devices, and even different IP’s from a different household. If I don’t login to my account, I can access and add the device to my cart no problem.PLEASE ADVISE! I’ve tried contacting normal customer care, the sales team, the webstore, keep getting the loop around/same notice that a ticket as been filed, please wait, etc. Have been trying to follow up since the end of Aug.

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JmeisnerBeginner
asked in Purchases & Returns
How do I return a new phone?

Ordered a new phone through the online store. Needless to say I didn't read all the fine print ( my fault)  not impressed with what a tab bonus is.  Looking  to return the new phone I ordered.  It's still in the box never opened.Trying to find out the steps. 

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polacolaBeginner
asked in Purchases & Returns
Can I buy Apple care+ later

Can I buy Apple care+ later on through Apple if I buy my phone with Koodo?

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ExtremeAdvisor
asked in Purchases & Returns
Does an unactivated SIM card expire?

I got a new phone from Koodo that came with a new SIM. If I use my old SIM and keep the new one as a backup does it expire?

2001
Boa_Guy Koodo
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ExtremeAdvisor
asked in Purchases & Returns
Does using a new SIM deactivate the old SIM?

I got a new phone from Koodo that came with a new SIM card. Can I use it on my new phone and still be able to use my old phone with the old SIM, or will it deactivate? Also, if not should I save the new SIM as a backup and just put my old SIM into the new phone?

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ExtremeAdvisor
asked in Purchases & Returns
Can I swap back and forth between SIM card sizes?

I have a multi size sim card. If I pop out the nano to use can I later put it back into the micro size to fit into a different phone?

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