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Purchases & Returns

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

  • 384 Topics
  • 1,225 Replies
384 Topics
Alon Rai
Alon RaiConnector
asked in Purchases & Returns
Question regarding phone plan

So I received a call from Koodo promoting getting a new phone of my choosing for sale.and I was offered the Pixel 9 Pro XL for 45$ with the plan.They asked for my driver's license and credit card information.afterwards they called back asked me to pick the phone that I want,and order it through my desktop. there were issues in selecting my current plan so they asked me to pick the iPhone 16 pro max any color and any plan for it, they told me to place the order and provide them the tracking number.They said they will keep a note under the order for review that will essentially say to change the iPhone to a pixel 9 pro XL and to keep my current plan and to set the price for $45My question is, is it legit or did I just get scammed?

7211
Alon Rai
10 days ago
S
samtron76Advisor
asked in Purchases & Returns
New Phone Tracking

I ordered a phone the end of November  and I was wondering if there is a way to track it beyond the Purolator tracking I was provided. The tracking from Purolator is basically nonexistent, the tracking on Koodo’s website says I’m entering the wrong info even though I’m not, and emailing Koodo proved useless. They said I need a HFO followed by 8 numbers. I know the phone was sent out because it does show up on Purolator. I’d like to be home when it arrives, but have no idea when that is.

273
Allan M
10 days ago
D
D.LAdvocate
asked in Purchases & Returns
Need to return phones, but locked out of account due to fraud investigation

My account is locked due to fraud investigation. Their policy is extremely strict and I’m unable to prove my identity.As a result of the situation, my newly opened account has been cancelled but I still need to return the phones on tab.Am I able to go into a local Koodo store and return it in person despite the lock in place?Unfortunately, Koodo support over phone won’t provide me the answer due to the fraud alert.

543
Flo Koodo
10 days ago
F
FreddyNBOrganizer
asked in Purchases & Returns
How do I return phone while Canada Post on strike? Was told "no replacement until return received" , but how?

I have received a defective phone and after asking for a replacement I got an email stating a replacement had been sent out but no tracking number in the email.I then spoke with an agent, he told me they would only send replacement after receiving the defective phone.  That doesn’t make sense and I saw some posts here that be advised to hold onto the return until  strike is over.What should I do?  Christmas is on the corner and my getting the phone is in such a mess still ?   Can’t Koodo just send out the replacement and get the return after the strike under the circumstance ?

806
F
11 days ago
L
LassingerBeginner
asked in Purchases & Returns
order didn't go through

Hey, so I tried purchasing a new phone through a kodoo offer before I went on a trip.Now the purchase didn't go through on Kodoos end and I can't contact customer service hotline because I am abroad.How could I reach them without having to call them about this ? The offer is no longer available so I can't just try to buy it anew.

71
Flo Koodo
11 days ago
D
DamiencourBeginner
asked in Purchases & Returns
Transferring my number to rogers

I have tried to transfer my number to rogers but i have not received an text yet.  can you please let me know what i am supposed to do?  thanks

111
Dinh
11 days ago
S
Stella01Connector
asked in Purchases & Returns
Mobile return, how can i do it

How can I return my phone plzzz I need help

296
Flo Koodo
11 days ago
S
SunshinesharmaBeginner
asked in Purchases & Returns
returned equipment

How do I check if koodo got their package back? I sent it back in October ber and I just got email saying if you have not sent it back... so how do I check to see if it was received by koodo when Canada post is on strike 🤔 

212
S
11 days ago
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FreddyNBOrganizer
asked in Purchases & Returns
replacement phone shipment tracking

I have got an “Your KOODO Exchange Instructions Enclosed” email for my replacement phone, but the email doesn’t have any shipment tracking info.  Is it normal ?  Is it a way I can track the shipment?thanks in advance !

265
D
12 days ago
M
mattermBeginner
asked in Purchases & Returns
missing purolator order

I need some assistance regarding an order I placed with Koodo on November 24. The package was sent via Purolator, but unfortunately, it has been marked as undeliverable to my rural area.I’ve already contacted Purolator and requested a return to sender, but I haven’t heard back from either Purolator or Koodo about what will happen next.Has anyone else experienced this issue with delivery or returns? Any advice on how to proceed? I have contacted Purolator and requested a return to sender however that was over one week ago and nothing has been done.

695
Flo Koodo
12 days ago
T
TAEHYON RYU
asked in Purchases & Returns
Return for Samsung Galaxy A35 5G

Hi there,I bought a Samsung Galaxy A35 5G through the online, Dec 1, 2024.  I want to return it and get a refund for it. Can you help me with this process?Please see more details below.Please let me know.

403
Allan M
12 days ago
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drthorneRockstar
asked in Purchases & Returns
UPS shipping to wrong address

I ordered a phone and it shipped on November 30th to my home address. I just checked UPS tracking info and they state it was delivered by UPS on December 3rd, but it was not. They don’t have delivery proof or a signature. I tried a claim with UPS, but get this message“Unfortunately we cannot process your claim. The sender has restricted claims for this package. Please reach out to them directly for assistance.”who can I contact for resolution?

755
D
14 days ago
G
GrandmaBConnector
asked in Purchases & Returns
returning equipment?

Have not even received the equipment as the courier company says it’s delayed and not knowing when it will arrive. I want to send back equipment as I am canceling but it says on here to go to Canada post they will print out return ticket and there is no charge,,,lol his can they do this when they are on strike. I am I. Winnipeg and I am going to take it to Telus as it was one of there representatives that was at my door either a Black Friday sale and I guess I will go from there.  Doses anyone else know of a better or different way to return  thank you 

181
Flo Koodo
14 days ago
U
UserDKBeginner
asked in Purchases & Returns
s22 plus Black Friday promo

Does zero down and $0 for 24 months mean free?

512
U
14 days ago
V
ViHuynhBeginner
asked in Purchases & Returns
Moving from Quebec to Ontario

My husband and I both have Koodo phone plans. We are currently in Quebec, will move to London, Ontario in 3 weeks.Can we change our billing adresse and still keep same phone numbers and plans?We would like to order Koodo Home Internet for our new home in Ontario. How long will it take to receive the installation package? Can we order and have it shipped to a store in London and pick it up whenever we're available? Because we want to order in advance so that when can have Internet right away the day we move in.

111
Allan M
14 days ago
J
johnkneesBeginner
asked in Purchases & Returns
Black Friday Disaster: No Sim Card and Overcharged

Signed up for the $34/month 60 GB plan with a $0 refurb iPhone 14 plan that was advertised on Reddit for Black Friday. Rep was Grayson Hoolaeff. Received phone in mail with NO sim card and NO charging cable. Worse, I am a) currently being billed despite having NO SIM CARD to be able to use the service and b) I am being charged $39/month rather than the originally advertised $34/month.To make matter worse (I didn’t think Koodo could get worse), the callback line via the Koodo chat bot is UNREACHABLE. NO WAY OF GETTING AHOLD OF CUSTOMER SERVICE. Why does this company still exist in today’s telecom industry? We need more competition in Canada. 

292
G
15 days ago
C
catcyConnector
asked in Purchases & Returns
Received "New" Phone in a CPO Box (Bait-and-switch)

Hi!I had called Koodo last week and after talking to loyalty I had agreed to sign a contract on an S24 FE as part of a promotion.  I received the phone today.  However, when I opened up the box it came in a brown box with it advertised as a Certified Pre-owned phone!  I did not buy a certified pre-owned phone, none of the terms in the email confirmations we got and phone call we had stated that it was a certified pre-owned phone.  I never would have agreed to the contract if it was for a Certified Pre-owned phone.  On top of that, there were no accessories (which make sense if it was a pre-owned phone though).What can be done so that the correct device is sent to the customer, and that I receive the correct new phone rather than a Certified Pre-owned phone?  I wonder how many other Koodo users there are out there that received a Certified Pre-owned phone rather than a brand new phone as part of this promotion, when they were never told that it was a Certified Pre-owned phone.  This is

724
C
15 days ago
S
Sujin SongBeginner
asked in Purchases & Returns
Promised an iPhone 14, Received a SIM card with wrong plan: My Frustrating Koodo Experience.

Hi,Last Friday, during Black Friday and on my wife's birthday (12/1), I was actively searching online communities (Red Flag Deals and Slickdeals) for a good phone deal.I visited several offline stores, but ultimately found an great deal: mobile plan $30 with 60GB, plus an additional $10 for a brand new iPhone 14. I called the Koodo customer service.After 2-3 calls, I found an agent who confirmed the deal I mentioned, and I completed the signup immediately.However, the package that arrived this Tuesday under my wife's name contained only a SIM card, not the iPhone. Moreover, they had registered a mobile plan for $35 with 10GB.I was furious and called Koodo customer service again. After escalating the issue, I spoke with a senior representative. They initially said reprocessing the Black Friday deal would be difficult, but I fortunately have a call recording as proof and continued to protest this absurd situation.The representative, lacking direct authority, said they would follow an app

463
Dinh
15 days ago
R
robinsonnConnector
asked in Purchases & Returns
over charged even after cancelling and returning devicr and plan within 1 week

I recently switched to a Koodo plan with Iphone 16 through Best Buy during Black Friday but had a horrible experience. (Can definitely go to the details but first things first: ) Best Buy assured me that if I canceled my Koodo plan after returning the phone (because i didnt like the price and I would say them mislead me to a different level) , I would only be charged for the period of time and data I used. They told me multiple times that there wouldn’t be any additional charges. After returning and cancelling my plan within a week, I still have been charged $169 by Koodo, which includes:• Activation fees (Best Buy said these would be waived).• A full month of phone and plan charges, even though I canceled the plan after a 7 days and returned the phone. I feel completely misled, and now I can’t seem to get through to Koodo to resolve this first. I’m stuck with a massive charge I wasn’t expecting and don’t know what to do next. Has anyone faced something similar? Any advice on how to ge

525
Georgia Koodo
15 days ago
E
Emy5511Beginner
asked in Purchases & Returns
return s24 fe

I want to cancel my subscription and return the s24 fe that i've just purshaced, however, i suddenly dropped it and has a little smash on the housing due to the hitting with the floor (not the screen). How can i proceed with the return with this accident? 

604
Sophia
15 days ago
G
GrandmaBConnector
asked in Purchases & Returns
need to cancell

I want to cancel the new black Friday sale, as I was miss lead into believing  that the internet service also included TV as well asI looked into tv only (current provider)and with the Black Friday sale and being a long term Telus customer in total it would not be saving me much money. Two Telus reps (Koodo)was selling a Black Friday sale,(door to door) all sounds good but when I checked around my current provider  the prices between the two I would spend the same amount (internet plus TV from my current provider)I felt like he was pressuring me I to the deal (wanting to see my current internet provider bill ), making it sound so great, I don’t feel comfortable at all in this at allAfter a lengthy look at all information I want to cancel everything for Telus/Koodo  

783
D
16 days ago
Chad Doucett
Chad DoucettBeginner
asked in Purchases & Returns
will i still get the accesory bundle?

I just ordered the new s24fe and there was a gift with it saying accessory bundle.when I went through and purchased it it didn’t show up anywhere and it’s not saying that I will be getting it.. how do I fix this

1515
Allan M
16 days ago
S
sudsy40Organizer
posted in Purchases & Returns
ordered 2 Smsung s24 fe phones

HiI ordered 2 Samsung Galaxy S24 FE on Sat for $5.00 per month each. Now they are $0.00 per month each and cheaper plan. Can I get the new offer today or am I stuck paying $5.00 per month and the more expensive plan?ThanksSudsy

685
D
16 days ago
A
AlyssaashleyBeginner
asked in Purchases & Returns
Trouble Accepting Offer

I got an offer to upgrade to a new phone for $0 as part of a Black Friday Deal. It says I can claim it until Dec 9th. I went to do it on tab mid and it said if I went with the tab plus I could keep my current plan. When I went to tab plus and select "keep my plan", it takes me back to the last page, and the only option I have is to select a plan again. It's not giving me a check-out option. 

311
Georgia Koodo
17 days ago
D
dhristopher pBeginner
asked in Purchases & Returns
want offer re Black Friday offer

Got Black Friday offer. $0 for Samsun F24FE;  “for $0 with a tab plan  ,  “zero dollars up front and zero $$  monthly for 24 months. WHERE is this? Not shown on your webpage

312
D
17 days ago

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