Purchases & Returns

Just ordered a new phone and updated the plan for one of my sons… all good.Went to order the same phone and update to the same plan and that plan is no longer available ?!?!Call back is scheduled 2 days from now, what ever happened to their customer service ?Has anyone experienced the same where a second phone was being purchased but the same plan is not available ?

I upgraded my phone. Old and new phone are both Samsung and with koodo. SIM card is in new phone but phone calls and text still are received on my old phone. What do I need to do to have that part completed?

Hello; So I'm looking at ordering a phone to replace my current one.  However since I've never ordered a phone online (always done it in Koodo shops) I've some questions as to how this will go. First of all let me start by saying I'm no "techie" and after looking at my questions this will become painfully obvious. 🙂What does activation entail when buying a phone online? How does one activate ones new phone through this process? Is it done at the time of order or is it as simple as me inserting the sim card when I receive the phone? Is there a time gap/delay between service? I know when I order in the shop everything is done seamlessly so that when I walk out of the shop I can use my new phone immediately. In addition to buying a new phone I also want to change my plan from my current to another with a visual VM add on. I'm assuming that the current plan is associated with my current sim card so I'm guessing that means that I'll be sent a new sim card with the new phone?  BTW, what hap

I received an email from Koodo with instructions on how to return my phone. But there was no printing label attached. There was a link but it was broken, went to a 400 error. Do I need a label or will they print one at Canada Post? Do I need to provide an address? There is a Telus return policy number. Is this all I need? 

I ordered a new iphone 11 from the website.  When it arrived the life time usage timer claims that the phone has been used for 3 hours of talk time.  Also, the serial number starts with F therefore it is used even though it appeared new.  Has anyone else experienced this?

Hello!As per title: looking to Buy an iphone11 outright (no tab) without picking a plan.Current situation: Koodo customer with tab balance Thank you  

Last Dec,21, purchased a refurbished iPhone XR. Didn’t use it for the first six months. Finally started using it and the lower microphone isn’t working. Just spent a lengthy night between a Telus store and the Apple store only to get no help. The Apple store did confirm the phone isn’t working and that the Apple warrenty did run out but both Telus and Apple says not something they can help with. I still have warrenty according to Koodo but no one can give me any answers. Need some ideas. 

do i have to pay both providers for the month when switching

I am trying to buy a 2GB plan online in the USA. I wonder if there is an option that the eSIM will be sent to my email account?

I have a prepaid phone and number with Koodo and have just purchased a new phone and monthly plan.  I want to switch my number from the prepaid to the new phone.  When I try to do this, I am told the IMEI number is not valid. 

I ordered a new mobile over the phone, i got my confirmation email from Koodo, but when I enter the order number in the track order tool, it says invalid. So do i call customer service or wait a few more days. 

I want to purchase a new Samsung tablet and use it as my phone. My current S9 is outdated 3G. I do not see any Koodo tablet plans listed.

If I upgrade my phone, can I use my old phone as a pay as you go for one of my family members?

Hi, I have seen others posting about having problems while trying to buy a new phone online. I tried via my phone and via a computer and two different browsers and the it gives me an error message before or right after entering the confirmation code. I know my card isn’t the problem.   I wonder if this problem is solvable online. There is a deal right now until July 4th and I’m afraid I'll miss it. I’m not going to be able to go in person at koodo before then. It is a little frustrating.  Thank you! 

Can I pick up a phone I ordered online?   or do I have to have it delivered. 

Hi, I have purchased a new Samsung Galaxy S21 5G mobile from Koodo, and within 2 months the device stopped working with abrupt behavior. The mobile is getting switched off and when I am trying to switch it on by pressing power button the screen get appear with “SAMSUNG Galaxy secured by Knox Powered by android” (start screen) and this initial message remains on the screen till the mobile battery get drain off and finally it's getting switch off. I have tried these several times but am facing the same issue and can not proceed further.

Hi there,  I just arrived in Canada and tomorrow I'll open my bank account. So now i am wondering if i can already get a Sim Card today since i dont have a Canadian bank account yet.  Thanks for the help in advance!  Anna 

I recently received a Galaxy 7 Lite Tablet through a promotion on Koodo, however I wish to return it as I am not happy with it. I was told by the Customer Service associate that I had 15 days to return it. Can you please tell me where to send it.

Hi I’m a koodo customer who is using data plans only. My phone is already prepaid from other country so I added data plans only. And because of that, I had no acess to use tab ( monthly paying phone plans). Finally, Koodo verified me as a monthly customer so I get to make a tab plans for phone too. I tried to buy Iphone13 but it take 2 weeks to ship. There is only 3 Koodo shops in Toronto. Should I visit Koodo shop to see if there is phone left in inventory? Or can I visit Telus since Koodo is belong to Telus? I don’t want to change data plans. I only have to get a new phone with tab plans. Can Telus workers change plans for the Koodo customers? 

I ordered a new phone on June 16th.  My tab balance has changed and in self serve it says that I have ordered the phone.  I never received an email with a confirmation so I cant track the order.  I did check junk.  When I try to use the chat it asks if I received the email, I say no, it says if your order went through you will have received an email, check your junk.  If I try to respond to that message it acts like it is a new question assuming that for sure answered my problem.

Hello there from Canada. I have 2 phone numbers associated with my account and not me but the other number needs to order a new phone his is not working very well. How do i go about this as i want to just make payments per month on it and not change my plan and stuff . Can this be done?. And how does one go about it ?,  Also we both have our own phone #,s but it is originally my account i added him and his number after the fact . Hope someone can help and thanks in advance .

I recently ordered a new phone online to replace the phone I just broke. I don’t have an alternate phone I can use until my new phone arrives. I received an email from Koodo saying I need to complete a short credit quiz through a representative but I am unable to take calls. Is there an alternate way I can take this quiz?

If I buy an unlocked Nokia 2720 flip phone, will I be able to use it with koodo in Canada? Thank you

Hello,  I just received my new phone from Koodo and it came with a SIM card. I already have a Koodo SIM card on my old phone, so can I just switch the SIM cards in an effort to not lose my phone number or do I HAVE to use the one provided?  And I guess for context I also upgraded my data usage and such so would that be affected by which SIM card I have in the new phone?  Thanks so much!

Have been with Virgin 4 months. Using phone and plan. Paying $55 a month for both phone (Samsung A52) and 12GB data unlimited canada wide talk and text. Is there any option to switch to Koodo in the midway of contract with Virgin? If yes, then how. Please help me out here.