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Purchases & Returns

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

  • 385 Topics
  • 1,227 Replies
385 Topics
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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.

1691
Allan M
2 years ago
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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

1473
Sophia
2 years ago
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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?

1002
T
2 years ago
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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!! 

3343
Dinh
2 years ago
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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?

1648
R
2 years ago
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

961
Allan M
2 years ago
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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.

982
Flo Koodo
2 years ago
E
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?

4103
Dinh
2 years ago
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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?  

721
Allan M
2 years ago
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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! 

5965
Allan M
2 years ago
Q
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
2 years ago
J
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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J
2 years ago
J
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. 

6902
G
2 years ago
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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?

2163
R
2 years ago
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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?

1911
Boa_Guy Koodo
2 years ago
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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?

3222
E
2 years ago
E
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?

712
R
2 years ago
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wyldchyld2Organizer
asked in Purchases & Returns
ship to store

Is there an option to ship or pickup in store?

2775
W
2 years ago
W
wollinsAmbassador
asked in Purchases & Returns
Adding a new line for my daughter

Ok so I’ve never “added a line” before so this is new to me.  Just decided that  my daughter is ready for a cell phone so I’ve decided that I’m gonna give her my old iphone 6S to use.  I’m thinking that the simplest way to do this would be to add a new line to my account.Here’s my assumption of how this is going to work.  (I’d appreciate a correction if I’m wrong and additions as far as anything I may have left out.)So I go online and choose a plan for her with the “Bring your own phone” option. So this then means that all I need is a sim card which is shipped to me within 5 business days. This SIM card means that she gets a separate cell phone number which is then activated within minutes of insertion. I’m assuming that this new phone number will show up in the Iphone’s “settings” once the SIM is inserted.  This “additional line” with its accompanying plan and cell phone number is completely separate from MY account and the only connection to me for all intents and purposes is the fac

4773
M
2 years ago
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Lisa Cahill
asked in Purchases & Returns
will they deliver my phone if I'm not home?

I'm going away, but want to order a phone while it is on sale. Will they deliver a phone if I'm not there to receive it?  My parents could sign for it, but I wasn't sure if they only deliver to the person who ordered it.  Thanks!

871
Timo Tuokkola
2 years ago
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MarioCBeginner
asked in Purchases & Returns
Ordered new phone and plan for one kid, tried getting same for second kid not available

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 ?

955
Boa_Guy Koodo
2 years ago
S
SunGBeginner
asked in Purchases & Returns
new phone

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?

1084
Dinh
2 years ago
W
wollinsAmbassador
asked in Purchases & Returns
Online ordering process

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

6107
W
2 years ago
I
Ian MConnector
asked in Purchases & Returns
Shipping label needed for return?

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? 

1192
I
2 years ago
A
Ashman100379Beginner
asked in Purchases & Returns
Is my new phone actually preowned or used?

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?

873
Dinh
2 years ago

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