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Purchases & Returns

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

327 Topics
1,059 Replies

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327 Topics

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Soppy1244Advisor

asked in Purchases & Returns

had a new sim card with my phone now pnone dont work

So I had just received my new phone with a new SIM card and I went to start the change over it went to take my number over to SIM card than I lost power and had no wifi and my number got taken from my old SIM card and not get put onto the new one now I have no phone and it won’t let me get an activation code to my email at all. I don’t know what to do now

11314

3 months ago

Melissa902Connector

asked in Purchases & Returns

trying to purchase new phone

I’m trying to buy a new phone and when I get to the last step after putting in my card information it won’t let me push the place order button. I’ve tried on my phone and my iPad and it does the same thing. I’ve double checked my info and everything is right.

1159

3 months ago

Scott1987Beginner

asked in Purchases & Returns

Unable to finalize purchase

I get through to last step of purchasing a new phone and the “Place Order” button seems to be broken and does not work.I am an existing customer, Phone and plan and everything selected through website purchase process so not sure whats going on.looking to buy Samsung Galaxy S24 Ultra on Tab Plus with a promotional phone plan offered under it.Seems a few other people are experiencing same issues.

18213

3 months ago

Ocin564Connector

asked in Purchases & Returns

Unable to finalize purchase

Good afternoon,I’ve been trying to order a new phone/plan and everything seems to work fine until I get to the page where you enter your credit card information. It doesn’t appear the page loads properly and even though you can enter your details, you’re unable to complete the purchase and just stay stuck on the same page. Sounds like this has happened to multiple people today. I’ve tried with multiple devices and browsers without success.Thanks,

655

3 months ago

rosemariempBeginner

asked in Purchases & Returns

New phone didn't come with SIM card (online order)

Hello, I recently ordered a pre-owned phone from Koodo online. I haven’t received a SIM card, though there is a SIM number listed on my service agreement. I transferred from another provider. How do I get a SIM card to finish setting up with Koodo?

913

4 months ago

FoodjunkyConnector

asked in Purchases & Returns

why does koodo only offer $0 down phones for new customers?

I am an existing customer and looking to upgrade my cell phone. When I go and look for phones there are none that are $0 down. When I don't sign into my account, almost every phone is $0 down. I am really noticing that koodo doesn't care about their existing customers.

2207

4 months ago

SummerSunAdvocate

asked in Purchases & Returns

How to upgrade current phone to new phone keep same phone number?

Hello, Current Koodo customer and i would like to buy a new phone but keep my same line.Do i just go into shop, buy a new phone for myself under my number, and it will be auto transferred to the new phone?Please advise I have about a week before I must leave for an extended period. thank you.

1412

5 months ago

kmacsourisBeginner

asked in Purchases & Returns

Return webstore order

Hi, I recently purchased a Pixel 8 Pro via the webstore and would like to return it. I am within my 30 day policy The phone has been used for voice and data. However, there are issues with the wireless and data connection on the phone. I have other devices with Koodo that do not exhibit the same behavior. Google is not helpful and I don't want to return the phone for repair with Google, to be provided with a reconditioned unit.It continually drops from data/wifi networks. Inside and outside my home. I work with my local ISP. I'm familiar with troubleshooting and have never encountered anything as vexing as this phone. I have a family plan with Koodo - 3 other mobile phones. The Pixel 8 Pro is the only one to continually drop. Please advise on the options available to me and how to return the device. Thank you,

1032

5 months ago

Daniel FrolickNew Member

asked in Purchases & Returns

I was charged a one year subscription for Amazon Prime after paying for Stream +

Hi there,On May 7, 2024 I paid for Stream + and a charge of approximately 36.00$ was put onto my credit card. On May 14th, I received an email from Koodo saying I haven’t yet activated my Prime account so I activated it. I was then charged a 1 year subscription for Amazon Prime on May 14th for approximately 110.00$ (on top of what I was charged on May 7).I contacted Koodo via a phone call on May 17th to talk about the charge, and they couldn’t refund me and suggested I contact Amazon. On the same day, I called Amazon and they tried to refund me the money, but the refund never showed up on my credit card. I called Amazon again at the end of May, as well as on June 4. Both times, Amazon tried to refund me the money.Finally, on June 10, I talked with an Amazon rep again and they said they can’t refund me the money because it’s Koodo who has subscribed to the plan, and it is managed by them.I then called Koodo again, and they said they can’t refund me the money because it’s Amazon. I

661

5 months ago

MikeCameronBeginner

asked in Purchases & Returns

new phone?

Im ordering a new phone and changing the plan with it.Will my current, old phone stay active while I wait for the new one to be delivered?Or once the new one is activated, will I have a window of no phone?

531

5 months ago

udayknl89Beginner

asked in Purchases & Returns

Monthly sim ordered but not delivered

Customer care team has called me and created an order on May 28th, converting my sim from prepay to monthly. Till now i have not received sim card. Order Number 20250705304. Last update is on May 31st that order is shipped via Canada Post regular mail. How many days it will take for delivery to Halifax,NS?

421

5 months ago

onarockAdvisor

asked in Purchases & Returns

I want to buy a phone from Apple and swap it for my phone already in my koodo account

I have Koodo account and I want to buy an IPhone from Apple and trade this out for my other phone. How do I do this and what are the fees if I do not purchase the phone from Koodo? k

1744

6 months ago

Pamelaroberts1991Beginner

asked in Purchases & Returns

How do you reach a rep when youve already waited 5 hours for a callback and the call dropped due to KOODO network

Koodo sent my phone to a random address not on my file. Do to not being able to talk to someone and having to wait for call back they were too late to rectify. I was told Canada post would correct it and it would be delivered 4 days ago. I have received no confirmation emails of updated address or correction. I placed a call back request with chat 5 honours ago and the call dropped do the poor network and now I have to wait another 3 hours for a callback. Beyond frustrated with this service.

1053

6 months ago

kkqtBeginner

asked in Purchases & Returns

UPS lost new koodo phone

Hello, i signed up for a new phone and it says it got delivered today, i cant find it anywhere. UPS needs Koodo to reach out or i need to reach out to koodoo so they can find it but its very hard to contact koodoo. How can i contact koodoo regarding lost phone in mail?

723

6 months ago

TjraudNew Member

asked in Purchases & Returns

Upgrading Phone out of stock

I was looking to upgrade my phone and saw koodo was offering the Iphone 14 Pro Max with a $410 tab bonus. Unfortunately, by the time I decided on getting it it was out of stock. I was wondering if anyone knew how often they get restocked and if they do will the tab bonus be available too. Thanks!

921

6 months ago

raedenramosBeginner

asked in Purchases & Returns

Wrong address entered by Koodo sales representative

About a month ago a door-to-door sales representative from Koodo sold us home internet. A month later our modem has not been delivered to us, and upon reviewing the shipping email I realized that the address on the email was incorrect, as the Koodo sales representative had inputted our house number incorrectly.We had visited the house it was incorrectly delivered to and the house owner had discarded the package. Please, we have already paid the monthly fee and are still due to pay the bill again without even having the modem installed yet. We would like another modem delivered to us.Thank you.

592

6 months ago

kelseytranConnector

asked in Purchases & Returns

Can't subscribe for Stream+

I kept getting error when entering my cards for payment and I have tried all of them, Visa debit/credit both not working. I can’t seem to find a way to reach out to a rep. Please help?

615

6 months ago

Vgr56Beginner

asked in Purchases & Returns

free phones

The pre-owned galaxy s22 and the s21 ultra 5G are at 0$ but were out of stock from the start, is it because its not available yet?

923

6 months ago

Lis79Beginner

asked in Purchases & Returns

Offered S23 deal, but can't keep current plan

I am a LONG time Koodo customer and I received a text message that I can get a CPO Galaxy S23 for $5 a month, $0 up front. I would absolutely do this and commit to Koodo for another 2 years if I could keep my current plan, but they expect me to change my $34/50gb plan to $60 minimum. This is a slap in the face. I recently ported my son out of Koodo for a better deal elsewhere and I am seriously considering doing this to my own plan. Why offer me this click bait and then expect me to almost double my monthly plan bill? Koodo I am truly disappointed with you.

941

6 months ago

SS123Beginner

posted in Purchases & Returns

Feedback on your service model

I just wanted to let you know you are losing business due to your poor service model.I was excited to learn I could save money by switching to Koodo internet with a bundle, after entering a Koodo store. However, when I filled out the online form to book a service date, I did not know I should expect a confirmation email. I wasn't aware my request was not proceeding until 2 weeks later, when I first encountered your chatbot 🙁 to request a status update. After finally getting in contact with a service rep, I was instructed to fill out the online form again, but was not told I should expect an activation code. I received my equipment and tried to install it on the given date (another 2 weeks later), but I had to call customer service yet again to find out why it wouldn't work. I was informed that I should wait because the activation request hasn't been processed yet, despite being given the installation date by Kodoo.Needless to say, I never received an activation code since a techni

631

6 months ago

Crystal02Beginner

asked in Purchases & Returns

New Phones

How often does Koodo change the phones on their website? I saw a deal on a phone advertised for a few days. I went to go buy it when I had the chance and now it's gone. I am wondering if it will come back or if they change the deals monthly?

211

7 months ago

Davey Boy BettsNew Member

asked in Purchases & Returns

New phone No SIM card

Recently I bought a new phone through Koodoo. They said my new plan and SIM was on its way. Then I received an email saying they found an old account and for some reason couldn’t complete the subscription. I still received the phone but I have no plan or card. How do I fix this? I have no idea about an old plan with them. I tried to setup a Samsung account on my old phone but could never access it. Can you help this confused guy/

191

7 months ago

nomadwarpBeginner

posted in Purchases & Returns

Just tried to order a new phone & it became unavailable as I tried to send the order

I had a phone in the cart with a new plan selected and then suddenly the phone was “out of stock” and the other colour still available was now a different price. Something similar happened last time I tried to order a new phone a couple moths ago. I’m so frustrated, it’s like Koodo doesn’t want me ordering a new phone. I’m about ready to just buy one off Amazon so I know the phone I’m trying to order actually exists still.

853

7 months ago

Kennedy3Beginner

asked in Purchases & Returns

not going to be home/wrong apartment number

I ordered a phone a couple days ago, I put the address on my ID cause I assumed I would pick up the order at an access point. I moved from that apartment into the one below it. So my ID says 2 and the one I live in currently is 1. I'm also going to be gone the whole day of delivery which is the 17th. Koodo has made it so it cannot be delivered anywhere except the original address, which is my neighbor. I'm just so frusterated and worried I'm not going to get my phone. I set up a callback with koodo for the morning so hopefully they can change the shipping address and day, or let me pick up the item at a access point preferably.

251

7 months ago

Ulises AndradeBeginner

asked in Purchases & Returns

Tracking number

I received my tracking number from canada post but I can’t track it on their site, where am I supposed to check it?

331

7 months ago

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