Koodo Community

- - Knowledge base
Updates
Ideas

Community
Phones & Devices
Purchases & Returns

Purchases & Returns

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

313 Topics
1,044 Replies

When you subscribe we will email you when there is a new topic in this category

313 Topics

Recently active

Most replies Most views Newest first

Louis BilodeauBeginner

asked in Purchases & Returns

Where is my new phone? Been a week at least since I ordered it and paid for it. Is there a problem? I don't even have an ETA. What's up? Is it stuck on a boat between here and China?

Where’s my new phone??

2 months ago

Steph.H30Beginner

asked in Purchases & Returns

my online order wont go through

Every time I get to the end of the order and it sends the verification code, I enter it and it goes to a blank screen. I’ve tried multiple times and because it goes to a blank screen it will not allow me to order a new phone. I just paid off my tab balance and all excited to get one so it’s annoying me

2 months ago

jean wengBeginner

asked in Purchases & Returns

Lost phone and sim card in a foreign country

Hello. I am in a foreign country and I lost my phone along with th sim card in it. I already suspended my service. There are no Koodo stores to buy a new sim/phone from. I won’t be back in Canada until almost six months later, but will need a Canadian number urgently soon. What can I do? Is there any way in which I can use my old phone number again? Thank you.

2 months ago

chase219Beginner

asked in Purchases & Returns

Did not receive three months of Apple TV with phone purchase.

My wife and I both ordered pre-owned phones over a year ago. A promotion was running for three months of Apple TV for each phone, we have never received any instruction or code to redeem the three months of Apple TV. How do we get our two three month trials of Apple TV?

2 months ago

Danielle321Advisor

asked in Purchases & Returns

pre owned warranty

I bought 2 CPO iphones in July.One stopped working. Telus said we’d have to authorize $500 of repairs with our own money before they’d touch it and apple said it’s not worth anything once it is fixed. Can’t get ahold of Koodo customer service.How do I get ahold of someone to find out my options with this phone?

2 months ago

tomwildBeginner

asked in Purchases & Returns

S21 ultra got wet and is now broke

Hey, I have a Samsung S21 ultra which is less than a year old.The phone was submerged in 2inches of water for about 5 seconds and now does not work.The phone is supposed to be waterproof up to 1.5m for 30 minutes but it clearly isn’t. Is this covered under the 1 year koodo warranty? Thanks for any help!Tom

2 months ago

singhtalksCoach

asked in Purchases & Returns

Purchase a phone on existing plan with current discount

I recently made the switch to Koodo in January and brought both phone lines over from Fido after 11 years. As a promotional match, I got my main line for $45 a month and the second line for $40 a month. My old S10+ just started acting up over the last week now so I am looking to upgrade and wanting to add the phone tab to my secondary line while keeping my current plan at the same discounted rate. Its only been 2 months with Koodo so I’m not sure what’s the best way to do it. When I go into Self serve it gives me the option to keep the current plan but without the discounts I received on both my lines for switching over to Koodo. Please help me with this.

2 months ago

stanley lakeBeginner

posted in Purchases & Returns

Really disappointed with how long it takes to return a defective phone!

We notified Koodo Friday a week ago that the pre-owned iphone 11 that my husband had ordered, has a letter on the keyboard that does not function, has a battery that runs down within a day, and does not allow him to transfer from his old iPhone. We sent all the necessary info in that first email. After various emails requesting all the info we had already sent, we am still waiting for the actual info on how actually return the phone. we would like to replace it with a different one, but not until we get a refund for this one. I am disappointed in the first place that the phone was not fully functioning, but that the return takes this long is quite annoying.

2 months ago

BKHmom2009Beginner

asked in Purchases & Returns

New device and billing

I ordered a phone upgrade March 9th. It's on a tab plan. The phone hasn't even been shipped yet and I have already been charged for it . How can they charge for something I don't even have yet?

2 months ago

gravitationallyboundBeginner

asked in Purchases & Returns

Up Front Taxes?

I’m looking at buying a new phone and switching to Koodo. Do they charge tax on the full retail cost of the device up front?Another carrier I was browsing advertised $243 due today but then the total cost jumped to over $400. I’m no math wiz but I know 13% tax on $243 isn’t over $400. When I hovered over the legal stuff, it mentioned they charge tax on the full retail cost.I’m just wondering if Koodo does the same or if their up front number is their advertised number, plus tax? Cheers.

3 months ago

P. DinBeginner

posted in Purchases & Returns

Why is the promoweb20 not working?

I am trying to get the promoweb20 offer that shows up when I sign in to self serve. When I click on it I only get plans of $60 for 20G instead of $50 for 20G.

3 months ago

jimladConnector

asked in Purchases & Returns

Trying to buy replacement phone

I lost my phone yesterday (it’s gone, won't be coming back). I’m trying to buy a new phone through self serve, and I have a promo code I'd like to use. All is well and good until the final step where they send me a verification code to my cellphone number...except I can't receive it as I no longer have a phone. How can I proceed?

3 months ago

randallcracknellBeginner

asked in Purchases & Returns

Online purchase iphone return

I have started the process of returning my recently online purchased iphone. They have asked me to reset the phone and send back to them. This will leave me without a functioning phone.The issue is that the iphone that I am returning uses a different sized sim card from my original phone which I would like to recommission as i wait for my refund.Will the sim card in my original phone be re-activated?

3 months ago

Tatjana PeckConnector

asked in Purchases & Returns

new phone amd plan

Trying to order a phone and plan but when I go to finish the shopping cart for the credit check I can’t continue because I have a debit Visa card what do I do here

3 months ago

shyinwpgBeginner

posted in Purchases & Returns

Reason for cancelling services: your environmentalist agenda

Hello,I am going to be cancelling my service (porting my number), and wanted to let you know why I am leaving Koodo/Telus. Sorry if this isn’t the best forum to do this in, but I couldn’t really find a way to get in direct contact with customer service.I am for the most part quite pleased with the services, but one thing is unacceptable: your environmentalist agenda. Your goal to be "waste free and carbon neutral by 2030".I simply can't in good conscience remain a customer, allowing you to make profits that get invested for such purposes any longer.You might think that catering to the environmentalist movement is a "nothing to lose" proposition. That environmentalists will love you for it, and the rest of us, simply won’t care one way or the other.But I am writing to say that no, the rest of us do care. And some of us, even, are willing to "vote with our dollar" and not support a movement we don't agree with.Indeed, the environmentalist movement is far from “harmless” (and certainly is

3 months ago

JosephineHAdvisor

asked in Purchases & Returns

My device never arrived--UPS parcel lost

I should receive a device because of an upgrade I made last Nov but never received any tracking number so I contacted Koodo and ended up with a tracking number with no delivery date. So, I contacted UPS and started an investigation about that parcel and UPS just confirmed that this parcel is missing and said they’ve send a claim to the sender, which is Koodo, and ask me to contact the sender as well for more information. I’m out of the country now so will anyone please flag a rep for me to help sort it out? I think Koodo should send out another device for me? My missing UPS tracking number is 1Z69V986DK12284750 Thanks.

3 months ago

WKLBeginner

asked in Purchases & Returns

Refund on extra payment

Hi, I stopped my Koodo service and with a negative credit balance before, this month I received the bill and the balance is zero, I guess it been refunded. But I did not set up any pre-authorize payment and I moved out from the previous address. Can I get that cheque? Thank you.

3 months ago

tbond55Beginner

asked in Purchases & Returns

Can't upgrade phone on tab with black friday phone plan $55/month 50gb

My s10+ bricked so I need to upgrade. When I try to check out a new phone on tab basic which only requires plan to be $33/month it says my $55/month plan from black Friday is not compatible.

3 months ago

Brennan1046Beginner

asked in Purchases & Returns

Toll Free # Charge

While I was visiting the states over new years my airliner lost my bag.They then gave me a card with their phone numbers one being a toll free line.I called multiple times to try to get through but I kept just waiting for a few hours.Im just checking my monthly phone bill and it’s nearly $500. I was under the assumption toll free lines are free. Am I wrong?

3 months ago

EmilietonnesBeginner

asked in Purchases & Returns

Credit left after cancelled account

Hi! I’ve recently cancelled my Koodo account and moved out of Canada (back home to Denmark). I can see that I have a credit left of $89 on my Koodo account. I have not registrered for pre-authorized payment. How can I receive the CAD 89, when I’ve moved out of Canada? I wont be able to receive a cheque. Is there anywhere I can submit my Danish bank details for an international transfer from Koodo? /Emilie

3 months ago

Page 3 / 13

Leaderboard

Terms & Conditions

Sign up

Already have an account? Login

Username *

E-mail address *

City

Country

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Login to the community

No account yet? Create an account

Username or Email

Password

Remember me

Forgot password?

Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.

Username or e-mail

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

Koodo Community