Skip to main content
Koodo Community
Community

Purchases & Returns

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

  • 385 Topics
  • 1,227 Replies
385 Topics
madeh2050
madeh2050Beginner
asked in Purchases & Returns
50G for $45 offer - Reeived order confirmation but nothing else since

I placed an order for the promo and received a confirmation in my email. Did it together with my spouse on the same day (before it expired), he got a debit alert for the $5 sim card fee but I did not. Now he has received email that his SIM has shipped but still nothing for me. How do I get Koodo to honour my order? Help!!

722
madeh2050
2 years ago
V
vigneshitaliyaBeginner
asked in Purchases & Returns
retun

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??

521
Mayumi
2 years ago
Berettaboi
BerettaboiRockstar
asked in Purchases & Returns
can you sell back/return phone that's on a tab?

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. 

2362
Berettaboi
2 years ago
J
Jon_CBeginner
asked in Purchases & Returns
Received the wrong phone

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? 

714
Allan M
2 years ago
M
M2JBeginner
asked in Purchases & Returns
Received a package but no phone

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

351
Allan M
2 years ago
R
RachaelStattonConnector
asked in Purchases & Returns
Does Koodo ship with Canada Post ??

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.  

2421
M
2 years ago
S
Shawn1Advocate
asked in Purchases & Returns
Options to change recent order

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 

1344
S
2 years ago
K
kyjBeginner
asked in Purchases & Returns
price match tab plan

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, 

4741
Allan M
2 years ago
A
Andrew Ph WayBeginner
asked in Purchases & Returns
Why was I charged a fee

I just finally upgraded my phone, the rep in store found me a great deal on her system but going through the process with her on my.phone the same plan wouldnt show up.  We tried this to avoid the $50 in store connection fee.  So she scheduled a call back with notes and the rep on the phone says nope no $50 fee will apply.  I make my order for new phone then go through the documents in my email, lo and behold a $50 connection fee.  I was told by 2 people including the 1 on the phone there wouldnt be such a fee.  If thats not the case why in the world would I wait a day for a call back then a week for the new phone to NOT save $50 plus a $10 shipping fee on top of that, this makes no sense to me.

1012
Allan M
2 years ago
A
AjayRoyConnector
asked in Purchases & Returns
Plan and Tab change

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.

1491
Allan M
2 years ago
D
danabaccBeginner
asked in Purchases & Returns
Returning a phone - impact on tab bonus

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 :) 

1531
Dinh
2 years ago
H
helpquicktytyBeginner
asked in Purchases & Returns
Refunds for prepaid account.

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!  

2921
Dinh
2 years ago
renatam
renatamBeginner
asked in Purchases & Returns
Buying and keeping a phone

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

762
Dinh
2 years ago
K
KB22Beginner
asked in Purchases & Returns
Upgraded Phone - not delivered being sent back to sender. "incomplete address?"

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?    

971
Allan M
2 years ago
A
anteatomBeginner
asked in Purchases & Returns
Loyalty 10 Year with Telus

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.

2282
Mayumi
2 years ago
K
KeenBeginner
asked in Purchases & Returns
Apple Store iPhone 14

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?

1231
Dinh
2 years ago
D
DavidBBeginner
asked in Purchases & Returns
Purchased a new phone, but want to return and replace

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

1742
G
2 years ago
D
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

2061
Allan M
2 years ago
C
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!

871
Allan M
2 years ago
E
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?  

1953
M
2 years ago
K
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!

33311
K
2 years ago
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

725
R
2 years ago
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?

891
M
2 years ago
L
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.

631
M
2 years ago
J
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?

701
Allan M
2 years ago

Leaderboard

Terms & Conditions
Koodo Community