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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
S
SkifflakerBeginner
posted in Purchases & Returns
Need a new phone.

Great service at the Koodo Store in Victoria. Not only did I get a new phone but they found me a plan with more data at a lower rate.

81
Georgia Koodo
17 days ago
S
SpookyMommaBeginner
posted in Purchases & Returns
Great customer service

I went to a  Koodo Kiosk that is my go-to, to upgrade my phone. I had the most pleasant conversation with Alex.  He was super helpful, kept the conversation going while transferring all my things to the new phone & had a really great attitude.  For only being there for a week, you sure know your stuff!  Thanks for all the help. Alex needs a raise, because this man is on fire! lol  Merry Christmas!

101
Georgia Koodo
17 days ago
C
CrazyCrewBeginner
asked in Purchases & Returns
Shipping Address due to Canada Post strike

Due to the Canada Post strike, I would like to change my shipping address but don’t know how to do that.  There’s only 1 address which has to be the same as the billing address.Has anyone bought a phone for a gift and had to return if they don’t like it?  Is there an extended return because it’s Christmas?

483
D
17 days ago
M
Made inkBeginner
asked in Purchases & Returns
online order wont go through

I’m trying to purchase a phone online and I go through all the steps update my rate plans and after it verifies the screen goes blank and stops loading… have tried on phone and laptop 

396
D
17 days ago
S
spmBeginner
asked in Purchases & Returns
UPS delivering phone when no one is home

I ordered a new Pixel 9 on Sunday and they’ve tried for the last 3 days to deliver it in the middle of the day at 3 different times.I work and so does everyone else in the house. It requires a signature and the myUPS says it can’t be left at an access point?What else can I do before it’s returned to sender? I’ve tried calling Koodo and after finally getting a hold of a person they put me on hold for ten minutes and then hung up.

1528
S
17 days ago
N
naomic11Beginner
asked in Purchases & Returns
online order sent back

i recently bought a new phone online and it was shipped out with UPS. i missed the three delivery attempts as i was at work when they would show up. koodo does not allow their packages to be picked up at a UPS depot, so now the package has been sent back. how do i go about getting my phone? i don’t believe i can pick up at a koodo store since it was placed online, but i also don’t want it shipped again with UPS just to run into the same issue. i’ve tried to use self serve to setup an agent callback, but it’s being difficult since it can’t seem to understand my issue. is there a number i can call to directly speak to an agent? thanks so much!

423
E
17 days ago
Z
ZendaX3DBeginner
asked in Purchases & Returns
Will there be more phone deals this year?

There's some decent deals on some of the Pixel phones but they're not explicitly listed as black Friday sales. Will Koodo be rolling out more phone deals closer to black Friday or is this the extent of it?

1384
Allan M
17 days ago
S
SarahleeBeginner
asked in Purchases & Returns
halted on order summit page

After order a phone it won’t go through, and keep repeating pages

71
Flo Koodo
17 days ago
B
Brian NadigAdvocate
asked in Purchases & Returns
New phones are now cheaper

Last week I purchased 2 new phones. An s24 and an s24fe.I just looked now and the s24 is now $5/month cheaper and the s24fe is now $10/month cheaper.Is there a price guarantee or anything where I can get these phones at the new prices, rather than what I paid?I have already paid off the tab amount.

703
B
17 days ago
R
RhinksBeginner
posted in Purchases & Returns
canada post strike

I ordered a phone with Koodo last week (took me all day and multiple scheduled callbacks to validate the order) I advised them of the Canada post strike and they said they would send via UPS in which they did not.. I called this morning and my package is being held in the next community order with CANADA POST and I was told I have no access to because of the strike which we don’t know for how long and that’s if my package doesn’t get lost in between somewhere! Is it possible to cancel or agree to send the phone back when I receive and just go to a store nearby and purchase the phone as i broke my old phone and was the reason for ordering! I would of went to the store to get it but was told by the Koodo assistant that they wouldn’t send via Canada post and that I would receive it soon

966
Flo Koodo
17 days ago
M
mveBeginner
asked in Purchases & Returns
change plan

I changed my plan, picked a new phone, my order says its being" reviewed", on my profile my plan has been changed, still have no idea about the phone. If i don't get a new phone i don't want to change my plan. any idea what i can do 

172
Flo Koodo
18 days ago
J
jbolducConnector
asked in Purchases & Returns
Unable to upgrade my phone today

I tried for three different androids. I tried matching each phone with tab plus, or tab mid. I tried  both phone plans that are being offered when I select the phone, one at 49 and another at 54. Everytime, I get this message: The phone, plan, and promo you’ve selected can’t be combined.For help completing your purchase, please schedule a callback through Koodo Assist and a rep will be happy to help.Ref: bill stack configurationI have tried clearing my browser, trying it on my cell phone, and using incognito mode. I keep getting the same message. I can’t reach a rep because it’s Black Friday and there are no reps available until Tuesday.Any help?I messaged facebook messenger chat and they suggested the new browser and using incognito mode on tab mid. It didn’t work. I also can’t login to my selfserve account because it keeps saying come back in an hour.

11313
Flo Koodo
18 days ago
F
FlippyfloppiesBeginner
asked in Purchases & Returns
New phone couldn’t be delivered by UPS

I ordered an upgraded phone about a week or so ago. It was send via UPS - they attempted 3 deliveries, all during the day, and not even within their estimated delivery window (it was always earlier than estimated). I wasn’t able to pre-sign, or redirect it to a UPS location for pickup (I tried within my UPS account). It is now being returned to sender. What happens next? I don’t know how I’ll ever be able to get the phone when they are only attempting during my working hours and I can’t pick it up somewhere. Do I have to order it again?

372
F
18 days ago
T
tracynoelle23Organizer
asked in Purchases & Returns
$0 upfront and $0/month for 24 months!?

Am I missing something?  Free phone?

622
R
18 days ago
U
UnknownCrabBeginner
asked in Purchases & Returns
Purchased 50gb plan - showing up as 10gb

Purchased on Nov 25, promo deal of $34 for 50GB.  But the order that shows up in my account says it’s only 10GB.

304
U
18 days ago
M
mattermBeginner
asked in Purchases & Returns
Purolator will not deliver item

I live in a rural area and Purolator will not deilvier my phone.  The tracking info states  “shipper will be contacted”.

503
Dinh
18 days ago
Fang Deng
Fang DengBeginner
asked in Purchases & Returns
How to upgrade the deal I got two days ago?

The deal I got two days ago $39 60GB plan with preowned iPhone 13 pro max for $14/m.Now it is $10/m for the phone on Cyber monday deal.How can I upgrade my deal?Can order a new one and cancel the old deal I got?The callback request is not able to process !!!

361
Flo Koodo
18 days ago
F
FreddyNBOrganizer
asked in Purchases & Returns
CPO phone condition code

Hello, I placed an order for a Certified Pre Owned iPhone 14, but I do not see any condiftion descriptions on the order email.   In the email it describes the phone as “RFB B IPHONE 14 128GB MIDNIGHT (PREBLAIP14128BK)”.      Anybody can help me to decipher it ?  Is the “B” means grade B, which is not good?    thanks in advance.

332
F
18 days ago
D
David loughnanBeginner
asked in Purchases & Returns
weong shipping address

Ordered a phone online was supposed to be delivered today but noticed the shipping address is wrong I updated on Koodo now what cause you can’t seem to talk to anyone but ai 

151
Flo Koodo
18 days ago
R
rajaiBeginner
asked in Purchases & Returns
How to get the Purolator tracking number for my SIM

Dear Koodo Customer Service, I recently received an email with the order shipping confirmation with Purolator stating “We’re happy to let you know your order was shipped. It left our home and is making its way to you via PUROLATOR. Please refer to PUROLATOR website for their latest delivery timelines.”However, I do not see any tracking code to check the status on Purolator website. Please suggest.

892
R
18 days ago
M
Michael990Beginner
asked in Purchases & Returns
customer service call number

How can i call customer service please Where can I find the number 

482
Flo Koodo
19 days ago
S
Stacef1984Connector
asked in Purchases & Returns
Tab Balance

Hello, I took over my dad's phone with my phone number. I am an apple user through and through but this is an Android. I would like to switch. My question is my tab balance says zero but when I go I to it it has a negative balance, if I upgrade my phone will I have to pay the balance or will it just be added. I think it will be added to my bill but not sure.

355
R
19 days ago
O
oddsConnector
asked in Purchases & Returns
Can't Change Address - Koodo refuses to help without charging me!

Wildly disappointed. I tried to purchase new phones for my husband and I for Black Friday.As per the companies instructions, if one has a PO Box, they want you to change the address to your house address given the Canada Post Strike.I have updated my address about 10 times, and not once has it been properly reflected.Giving up on that, I called the next morning, and Koodo refused to change it for me without charging me because its “something that can be done in Self Serve”. OBVIOUSLY THAT IS NOT THE CASE.They suggested we go into a store, to have it changed. That would take 6 hours of driving, round trip. We could have been set up with new phones and happily stayed with Koodo. However, we are looking at other providers.Way to show up for your customers, Koodo! 👍

772
Flo Koodo
19 days ago
M
MsBrunoBeginner
asked in Purchases & Returns
pre owned phone colour change

I just ordered a pre owned phone from a kiosk in the mall but changed my mind on the colour🤦🏼‍♀️how can I contact Koodo to request the different colour phone

221
Dinh
21 days ago
N
Nichole902Beginner
asked in Purchases & Returns
Required to Verify Purchase - Unable to speak to anyone

I received an email that I had to verify my purchase and received the call 10 minutes later. I missed the call as I was not expecting it.  The email mentions scheduling a callback but the assistance tool will not allow me to schedule a callback and gives no other way forward. “ You can also go to Koodo Assist to schedule a callback from a live rep. “ 

242
N
21 days ago

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