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Purchases & Returns

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

  • 346 Topics
  • 1,091 Replies

346 Topics

B
bwright3Connector
asked in Purchases & Returns

Order Error: Invalid Plan

Hi everyone,I’ve been trying all day to upgrade one of the phones on my account. I upgraded mine with no issues but I keep getting a “The price plan is not valid” error. But, it absolutely is valid because I just did it with the other phone! Anyone who can help me? Getting a hold of Koodo is impossible and I’m trying to take advantage of cyber Monday deals before they disappear (and getting Koodo to help retroactively, even though it’s their error, is even more impossible). Thanks! 

5
Dinh
10 days ago
A
ALarocqueBeginner
asked in Purchases & Returns

Cyber Monday Phone Upgrade

Hi,I’m trying to upgrade my phone with the Cyber Monday deal like it says I can on The Legal Stuff point 2, but I can’t figure out how to get that deal once I select a phone on the web page. It seems like it’s just plain unavailable to people trying to upgrade their phones.Any direction to where I can go from here would be greatly appreciated, I know I’m missing something easy.Thanks!

1
Mayumi
10 days ago
M
meadownsBeginner
asked in Purchases & Returns

Cancel phone order, not plan

I just made an online phone purchase.  I then found my old phone.  How do I cancel the order for the new phone.  I do not want to cancel my plan; just the phone.

6
Mayumi
10 days ago
Gwenndolyn Mantis
Gwenndolyn MantisNew Member
asked in Purchases & Returns

Overpayment not reimbursed over 2 months later

I overpaid on my final bill over two months ago, still haven’t been reimbursed. My account comes up as “needing attention” and asks for me to “pay” the negative value with the credit card, but fails when I try (would have been a handy service if it worked, but I’m assuming that’s a glitch and the system is only set up to take credit card payments, not refunds). Self service options are very convoluted, I get a message that a cheque will be sent in 6-8 weeks but it has been 9 weeks now and no action taken.

2
Darius Koodo
10 days ago
A
AliBb8Beginner
asked in Purchases & Returns

Changing my temporary number to my previous number from other provider

I bought a plan with Koodo from bestbuy. When it came to the request for moving my number from previous provider the agent said there is a problem that I cannot proceed right now. You should follow up from your previous provider and aks koodo for transfer. I called Fido they said there is no issue from our end if Koodo initiate a request for transfer we will process. I tried calling to koddo but it directs to the cant and after that chat says I book a call back and nobody calls! If I could not do this for today I will cancel my transfer to Koodo as its costumer service is really poor.I need my old number please make it work. How should I follow up for this matter? 

2
A
10 days ago
M
mehran_jshBeginner
asked in Purchases & Returns

I purchese wrong - duplicate

HiI purchased wrong and dublicate.

1
Sophia
10 days ago
E
Enya McKennaBeginner
asked in Purchases & Returns

switching from freedom to koodo

I switched from Koodo to freedom last March 2022, worst decision, and I want to switch back to Koodo. I'm locked in till March next year but anyone know if I can get out earlier?

1
Sophia
10 days ago
P
Peter_2023Connector
asked in Purchases & Returns

"Plan no eligible" for Tab

I recently was able to switch my plan to the $45 60GB 5G plan.Is it possible to get the Pixel 7 for $0 Tab while keeping this plan?  I know that some people on cheaper plans are able to get this phone without changing their plans.I am asking since some people seem to be able to get the phone without getting a new Tab plan.Just asking for some clarification.Thanks.

7
P
10 days ago
D
DerekSHConnector
asked in Purchases & Returns

I can't see Black Friday offer in Mobile Service

Hi I can’t see this plan in the Mobile Service.  Is ony new custerom eligible?   

1
A I is the worst
11 days ago
M
mj2023Beginner
asked in Purchases & Returns

SIgned up yesterday and now prices have dropped, can't schedule a call back

How does one actually get a call back?  The IVR keeps disconnecting me and I haven’t heard from anyone.  I ported over yesterday from Fido and now prices are lower at Koodo and Fido.  If I can’t get a lower price, I’ll cancel and take a winback offer from Fido.

2
Mayumi
12 days ago
P
Phoenixlove23Beginner
asked in Purchases & Returns

Callback

I missed a call and had a voicemail saying they will call me back within 24 hours to confirm details for an order I did yesterday for a new phone. If I don't respond they will cancel my order and I would have to reorder and may not get the same deal. I've tried calling Koodo and it sends me to Koodo assist to schedule a call back. Koodo assist keeps telling me about black Friday deals and not allowing me to schedule a call back. This is incredibly frustrating because I have no idea when within the next 24 hours they will call me and if I miss the call my order is cancelled. How can I get through to someone so they don't cancel my order!  

1
A I is the worst
12 days ago
A
anie2121Beginner
asked in Purchases & Returns

Streaming service AUTO CHARGED and ADDED TWICE

I’ve been charged now TWICE for this new streaming service bundle without my doing or my permission. I already removed this add-on and it’s been added to my account AGAIN! Why is Koodo doing this?! This also happened to my husband on his own account! 

1
Flo Koodo
12 days ago
A
AlleyConnector
asked in Purchases & Returns

Is this a scam email after ordering online?

I ordered a new phone online through self serve tonight and a few hours later I received an email that says they can’t process my order because info provided didn’t match their records. Say’s an agent will contact me in 24-48 hours to validate it, or theres a link to Koodo assist to get in contact with a live rep. I’ve never had this happen with an online order before. The email is also from a different email as compared to the order confirmation email. This one is from koodo.webstore@ koodomobile.com where as my order confirmation email came from a no-reply email and other koodo emails are from koodoservice@ mail.koodomobile.comJust not sure if I should be calling somewhere to confirm my order or not. I don’t want to click the Koodo assist link, as the email doesn’t look that formal. There is no Koodo branding sign off on the email.I did change my address through self serve before ordering because we’ve moved, but other than that everything looked correct when I placed my order.Thanks

7
Flo Koodo
12 days ago
L
LacudaOrganizer
asked in Purchases & Returns

Existing customer, how do I get the Google Pixel 7 $0 promotion?

Hello!I'm an existing customer, my tab on my LG Velvet is fully paid off, I currently have the $45/month 30Gb plan. I log in to the website and see there's a Black Friday promotion to get a Google Pixel 7 for $0, works for tab plus or mid. I believe the tab I paid off was mid? I try to get it but it says my current plan is ineligible for the promotion. Also it doesn't give the option to say no to a new SIM card. Just want to upgrade my aging phone and this looks like a great deal. Is anyone able to help me understand what I need to do to get my plan to be eligible? I understand I can just change it.

5
Mayumi
13 days ago
D
DanielsueBeginner
asked in Purchases & Returns

Get a new phone and return the old one after two weeks' use

Hi There,I purchased a new phone (moto) through koodo online early this month and the phone was delivered 15 days ago. After around 10 days’ use, I feel this is not the one I want to keep for long so would like to switch to another phone (google). I know Koodo has 1 month free return policy. But just wonder how it can work? I cannot get a new one directly online. Shall I return it first? Or can I call the representative to do it for me so that I can get the new one and return the old one at the same time.Thanks,Daniel

1
Dinh
13 days ago
A
Anam.ABeginner
asked in Purchases & Returns

more data for same price

I got phone plan with koodo 2 days ago and got 30GB for 34 dollars. Today there was an offer on koodo for 40Gb for 34 dollars. How do I adjust my plan? I have tried the call back option many times and its not working for me. 

1
G
13 days ago
U
umJYBeginner
asked in Purchases & Returns

Can not order a pixel 7 cell phone on selfservice

I just updated my cell phone plan to $50 70GB/month in order to get a free Pixel 7. I picked this phone and entered my credit card, my address and so on, it always give me system can not go through my request. can anyone help ?

1
G
13 days ago
K
krissippiBeginner
asked in Purchases & Returns

Brand new phone form Koodo locked to Xfinity?

I just received my new Pixel 7 in the mail. However I am getting a message that says i have to contact Xfinity Mobile to have the device unlocked ? It wont accept my SIM card. Thanks.

25
L
13 days ago
E
ErinRichRockstar
asked in Purchases & Returns

Data transfer not working

I just ported my number from Telus, but it’s been over 12 hours and my phone still isn’t working. I got a welcome to Koodo message, but the phone won’t connect, it says SOS. Tried restarting the phone a couple times.Koodo can’t schedule a callback until tomorrow???I need my phone to work today!

2
E
13 days ago
A
adelmarBeginner
asked in Purchases & Returns

Samsung galaxy s23fe

Is the samsung galaxy s23fe currently for $5/mth with tab plus NEW? It doesn’t say pre-owned so I assume it is. If so, why is it so cheap?

1
J
13 days ago
J
JM4Rockstar
asked in Purchases & Returns

Missed Samsung Galaxy Buds by a few hours?

Last night at 9 PM EST, I ordered a Samsung S23 FE. Woke up this morning and looks like I missed out on a deal for some free Galaxy Buds. Any chance I can get those? Can I cancel and order again?

1
J
13 days ago
S
simon corkumConnector
asked in Purchases & Returns

"Your current plan is not eligible with tab mid" Trying to get Black Friday deal

I recently switched my plan to the $60 100GB CAN-US plan and wanted to get the Pixel 7 that’s on sale for Black Friday. However when I go to purchase it online, I get a message saying “plan is not eligible with tab mid” however the next page if I try to choose a new plan it says my current plan ($60 100GB) is a Tab Mid plan…I just want to keep my current plan (the new $60 100GB) and be able to purchase a new phone with the Black Friday deal. Thanks!

22
T
14 days ago
A
Andrew JehanOrganizer
asked in Purchases & Returns

Phone no longer supported Jan 2024?

My parents have a Koodo Plan and received notice that their phone (LG stylo 3 plus which has LTE) will no longer be supported as of January 1, 2024.Can anyone explain this? If this is correct, what feature would a replacement phone need to have in order to work on the Koodo network?

3
Flo Koodo
14 days ago
L
LornaaadBeginner
asked in Purchases & Returns

Unable to Upgrade Phone

I am trying to purchase a new phone through the Koodo website. I have paid off my tab, and I have nothing else outstanding. But when I go to purchase a phone online, it says the item is not compatible with other items in my cart. There are no items in my cart. I have tried on multiple devices and browers, still nothing works. Tried in incognito mode. I really don’t know why it’s not letting me purchase a new phone!

1
Flo Koodo
14 days ago
J
jillianchidleyBeginner
asked in Purchases & Returns

Billing/Shipping address will not update

I have changed my billing/shipping address and waited aprox. 1.5 hrs and it still will not update. 

1
Dinh
14 days ago

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