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Purchases & Returns

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

  • 260 Topics
  • 857 Replies

260 Topics

C
Chris Crowell
asked in Purchases & Returns

No account activation email recieved

Recieved SIM card but still haven’t recieved the account activation email yet. Order#HFO34962451

11
C
1 month ago
J
JasonSBeginner
asked in Purchases & Returns

Why is the S23 Ultra listed as $2335?

Can anyone explain why the S23 Ultra 512GB is listed as $2335 It’s 1649 from Samsung or from Best Buy. Funny enough if you add the down payment of $858 and then $33/month for 24 months, its $1650.  It almost looks like Koodo, Rogers, Bell, etc are trying to scam us by suggesting we are getting a deal on the phone by signing a 2 year contract. 

4
J
1 month ago
M
mdmgBeginner
asked in Purchases & Returns

Keep receiving broken pre-owned iphones

I’m gonna start off by saying please don’t ever purchase a Certified Pre-Owned phone from Koodo. Also, please bear with me as this is a really long post but I feel the backstory is important to my frustration. TL;DR: I’ve received 3 broken Certified Pre-Owned iPhone 11 Pros from Koodo and I’m at a loss at what to do. Any help on how to handle this would be greatly appreciated. In 2021 I upgraded to a Certified Pre-Owned iPhone XS and it had no issues! It’s been a great phone, but on Christmas Eve 2022 I smashed the screen and decided I would look at what I could upgrade during their winter sale. Even though my portion of the phone had been paid off I still had to pay off the “Tab Bonus”, so I bit the bullet and paid it off and went through the process of upgrading to a Certified Pre-Owned iPhone 11 Pro. Wow!! What a mistake. First iPhone 11 Pro shows up with a warning saying the screen is either not Apple certified, or it’s been installed incorrectly. The battery max capacity is also a

5
Toronto_koodo
1 month ago
S
simon manzerBeginner
asked in Purchases & Returns

Can't complete purchase of online order for new phone

I’ve tried several times to purchase online an iphone and keep my old plan and everything is fine until i get to the last step it gets an error message “something went wrong”

3
Dinh
1 month ago
J
JosephineHAdvisor
asked in Purchases & Returns

Iphone for the new plan never arrived

I changed the plan last Nov and should receive a new iphone 11 64GB with my new plan but this just never happened. There’s no order or history that I can check using the self-serve portal. I’m just wondering where is my phone since this took long enough now. If you forgot my phone could you please just send it out now and give me a tracking number? I’m out of the country now so if there’s any info you need to double check with me please leave an email to communicate.Thanks in advance. 

23
Allan M
1 month ago
P
Pat90Beginner
asked in Purchases & Returns

Anyway to reach a decision maker in koodo?

I recently chose to upgrade my phone through Koodo Self Serve. I landed on a certified Pre-Owned iPhone 12 with ‘Great’ condition.Upon receiving the phone, it was evident that the phone experiences sound issues due to a component that might fail on the receiver module.AKA...the only way I could hear the audio from a phone call is if I put it on speaker phone or connected headphones. This is a well known issue with 12’s that even Apple has spoke about, but Koodo’s tech team isn’t willing to do two seconds of research to realize:https://support.apple.com/en-ca/iphone-12-and-iphone-12-pro-service-program-for-no-sound-issuesYou can see how this might be problematic when a phone I purchased is essentially unable to receive phone calls. Now, I am willing to concede that there is issues with phones. However, according to Koodo’s website all phones are thoroughly inspected:“To ensure consistent quality for all CPO devices, each one is thoroughly inspected and only the best ones are selected. E

1
Allan M
1 month ago
J
johnnycerpaBeginner
asked in Purchases & Returns

Double charge when changing telephone plan

Hi, I changed from 35 CAD data plan to 30 CAD before my old plan expired, but there are two charges for 33.60 CAD (Total 67.20 CAD) in my bank account. Does anyone know what I can do to get that extra charge back?

5
Allan M
1 month ago
H
HugoramBeginner
asked in Purchases & Returns

unauthorized charge

Hello!I have unlimited Canada-wide calling and have an airtime charge of $47.78. I looked it up on my bill and it says the overage is for an incoming call from 7057923728 from Ontario Since it’s a Canadian number, and given my unlimited minutes plan, why am I being charged?The odd thing is as well, I checked call log and I have no record of outgoing or incoming calls from this number on my phone, but this number has shown up on my bill quite a few times. What does that mean? Thank you!

5
Boa_Guy Koodo
1 month ago
C
ChadoBeginner
asked in Purchases & Returns

screen went black

I bought a phone from best buy under a year ago. I need to know what and how do I get it fixed under the manufacturer warranty 

1
Sophia
1 month ago
J
JYOTKETUConnector
asked in Purchases & Returns

Customer Care

Dear All,I need assistance on how to reach Koodo customer care service.KOODO Assist is not helping much more. I have left my phone number to call back through KOODO Assist but never got a call back. Calling on the number provided for Customer Care and redirected to KOODO Assist. I am frustrated with this and not resolving my issue. Any Customer Care number or email to contact them to resolve issue regarding phone purchase.

8
Dinh
1 month ago
M
marycquinnBeginner
asked in Purchases & Returns

leased phone on a two year plan

I have a two year contract (20 months left) and want to pay off my leased phone, 

3
G
1 month ago
A
alexeyd1000Connector
asked in Purchases & Returns

My koodo order has just shipped but they did not give me a tracking number for canada post

I have just ordered a Koodo SIM and they sent me the email about it being shipped etc. However… I did not get the tracking number for my parcel. They are sending it through Canada post and I don’t have the tracking number for it. 

7
Dinh
1 month ago
B
Becca.BurkeOrganizer
asked in Purchases & Returns

broken phone

is it normal for Koodo to sell broken phones And then refuse to let you return it after missing the deadline by only two weeks because you had to fly across the country due to your fil dying? Then when you try and get some sort of understanding and hope that something can be done, be told numerous times that a manager will call us back but never does? By the time you do get ahold of a manager 2 months later they basically say to bad you’re screwed and now you owe over 1000.00 for a phone that you didn’t even get to use? Choose happy? HAHA yeah right. Might want to change your stupid slogan because I am ANYTHING but happy. 

6
Toronto_koodo
1 month ago
B
BoondoxBeginner
asked in Purchases & Returns

What are the phone conditions like on a Great quality CPO?

Hey there, I am currently looking into switching from my LG Velvet to a CPO Iphone 11. I was looking into a phone with the quality GREAT on it. Just wondering what kind of condition do these come in? I don’t want a broken screen or a chunk taken out of the back of the phone. Are the CPO phones even worth it? 

6
B
1 month ago
Toronto_koodo
Toronto_koodoGuardian
posted in Purchases & Returns

Please see this before considering to getting Certified Pre-Owned iPhones

Edit: *Typo in title* Can’t Edit* Wrote this out of so much anger and frustration that I forgot to double check*   My rant starts below:Please take a look at this before getting a Certified Pre-Owned iPhones. How Koodo contradicts their own policies:They admit that they can’t guarantee all the parts will be genuine. But they claim CPO iPhones will perform the way its meant to be:With iPhones if non genuine part is used then it doesn’t perform the way it should! Example:iPhone would complain “not functioning as expected” because it’s a fake displayHere notice True Tone is Missing and it’s not a Retina display either (i.e. not OLED). it’s cheap LCD screen. Conclusion: Koodo doesn’t ensure everything works the way it’s meant to.Hope this helps anyone who is considering to get a Certified Pre-Owned iPhone. Save yourself the trouble. Even though they agreed to send an exchange but they won’t guarantee all parts will be genuine. So it’s a hit or miss. But they don’t consider this when settin

6
B
1 month ago
R
RidermathBeginner
asked in Purchases & Returns

bad battery on new pre-owned iphone

I bought a pre-owned iphone12 pro on Koodo website. After 2 weeks of normal usage, I realize that the battery really don’t last long. Within less than 10 hours, the battery is under 10%. Is it warranty?

7
B
1 month ago
A
abe416Beginner
asked in Purchases & Returns

Phone returned and sent back to me with smashed screen

I purchased a certified pre-owned phone online and it arrived with an issue with the microphone (people I called would say I was breaking up) so I returned it to Koodo using their shipping label and the box it came in. A couple of weeks later I noticed I still had a charge for the phone on my account so I called Koodo who told me it was received but couldn't tell me why the charge wasn't reversed. A day or two later, I received the phone in the mail and the whole screen was smashed! I've gone into the Telus store and spoken to phone reps and so far all they tell me is that because I didn't take a picture of the phone before I sent it back that I have to pay for the cost of the whole phone. Is there anything I can do here? The phone body was in perfect condition when I returned it! I feel like this is a scam! Any advice would be appreciated! 

2
B
1 month ago
A
alexeyd1000Connector
asked in Purchases & Returns

How long does verification take?

I just ordered a SIM card and in the confirmation email it said I am being verified. How long does that exactly take and what is being verified? (Just out of interest) 

1
Allan M
2 months ago
Toronto_koodo
Toronto_koodoGuardian
asked in Purchases & Returns

Can a Koodo Rep help me clarify this email from webstore?

So I am in the process of exchanging iPhone 11 with fake display with another one. Contacted the webstore and requested for an exchange NOT a return for refund. I received two emails today one said exchange and another said return. Which one is correct? Can a Koodo Rep please look into my account to see? I haven’t got any tracking number for the phone they claim to have shipped either. Thanks@Koodo@Chris Koodo@Lavinia Koodo@Koodo Community Team@Flo Koodo  

7
Toronto_koodo
2 months ago
D
DilawarBeginner
asked in Purchases & Returns

Koodo bill

Hi,I just exhausted my 50 gb data and I got the message that you can get one GB data for 25 dollar until the end of billing cycle .So Will I be charged 25 dollar just for this month or for all bill cycle in future 

1
M
2 months ago
T
Thelegend27Beginner
asked in Purchases & Returns

How can I cancel my contract and how much will I be charged?

I, like many others, were enticed by the Black Friday 50GB for $45/mo. I was with Fido for 10+ years with no issues and I thought it would be smooth sailing switching to Koodo. I was paying $85 for 50GB and this deal seemed like a no brainer, especially with all the gift cards and free iPhone. Boy was I wrong. I live in a somewhat rural area so service can get spotty at some times, but never had any major issues with Fido, I guess it seems we have more Rogers towers in my area than Telus.  My home, work, and just around town, I am constantly being dropped to 3G from LTE. I have never seen more than 2 bars (out of 4) on my phone on LTE, and it usually always sticks at 1 bar. The customer service is abysmal. Chatted with the Koodo helper around 9am one day and was told the earliest call back I can receive is at 6pm. I cannot see my remaining Tab balance on self serve, just a blank screen. I cannot use nearly as much data as I used to solely because of the poor connection. long story shor

4
T
2 months ago
T
Tatkat21Beginner
asked in Purchases & Returns

get a new account and new phone, how do i get a hold of someone to get this started( new to koodo)

I am trying to sign up and get a new phone with a plan and I am having a bit of a time doing this. I am not technically inclined and not knowing how or who to talk to about this. Trying to do this online through my current crap phone and having absolutely no clue..

3
Toronto_koodo
2 months ago
Slawek Bielawa
Slawek Bielawa
asked in Purchases & Returns

SIgned up for tab basic, price went down, can I get an adjustment?

A couple weeks ago I signed up for a tab basic phone, $8 a month for 24 months.  Now I see the same device is $5 a month for 24 months, same conditions.Is there a “cool down period” where I can still get a price adjustment to get the benefit of the lower priced phone?  I want to keep everything the same, just get the better monthly rate please. Thanks.

11
Mayumi
2 months ago
Persath
PersathBeginner
asked in Purchases & Returns

The website doesn't show usuage???

I just hate how there is no warning like for data when you are close to reaching your limit there is a warning but not for long distance homephone.Basically i am on a homephone plan with 1000 free minutes to european countries like london and my parents have never over used the minutes till now and my homephone bill is $172…  (usualy pay $24 after tax per month) just don’t like how if i click “view usage” the website doesn’t show and says “unavailable”  

5
G
2 months ago
T
Tamar GloubermanOrganizer
asked in Purchases & Returns

New phone with Tab Basic

I need a new phone and would like to keep my current plan which costs $46/month. The online information chart seems to say that as long as my current plan is over $40, I should be able to keep it and buy a new phone with Tab Basic. But I don’t seem to be able to purchase the phone without changing plans. Why is that? Is there any way I can buy a new phone and keep my plan? Thanks in advance for your help! 

6
Toronto_koodo
2 months ago

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