Skip to main content
Koodo Community
Community

Purchases & Returns

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

  • 342 Topics
  • 1,102 Replies
339 Topics
M
Maureen moBeginner
asked in Purchases & Returns
I need to apply tax exemption

I am a new customer. I applied for a card in Vancouver. I want to stay in Whitehorse, Yukon for a long time. Please help me lower my taxes. Thank you!I hope the customer service representative returns my call.

681
R
S
Scott MorrisonConnector
asked in Purchases & Returns
Selecting number for a new line

I  just ordered a new phone and added a new line to my existing account. During process I selected the desired area code and city. Do I get get choices of what phone number I prefer? If yes, when does this take place?

2183
M
J
jstme and allmyfamilyBeginner
asked in Purchases & Returns
Koodo has gone mad

Why is it so much more economical to purchase the exact same phone elsewhere than to purchase through Koodo? Plus a plan change is necessary at $15/month more. Insult to injury, if for some reason the phone was lost or damaged, there is a huge payback penalty. Urgh. really??

2583
R
M
mmcclafBeginner
asked in Purchases & Returns
Pixel 7 Pro?

2 days ago, the Pixel 7 Pro was listed as a phone option to buy, but now it’s no longer there. What’s up with that?

1093
U
J
JYOTKETUConnector
asked in Purchases & Returns
Online Phone Purchase

Hi there, I am existing Koodo Customer and planning to change my existing phones. I have two connections. My current plan is much better and serving my all needs for communication. I don’t wish to upgrade my plan. When I am going to order new phones for my existing connections, I am forced to change my plan which I don’t wish to change. How I can purchase phones without changing my current plans?  I am loyal customer of Koodo since last more than 8 years. So I think there should be some loyalty rewards and I should be able to buy new phones with my existing plans. I also tried to look for customer service email but unable to find their email. I also tried to call them but due to long waiting time period, I was not able to connect with them. Thank you,

1974
G
N
N-E-NBeginner
asked in Purchases & Returns
Can I purchaase device care on a phone purchased elsewhere?

I bought a phone unlocked on Amazon, can I purchase Device Care through Koodo?

852
Darius Koodo
T
Timsan66Beginner
asked in Purchases & Returns
Speed comparison

I have a iphone 11 ( not 5G compatible) with a plan where i chose speed boost as a perk(ie. 4G speed with speed boost). Will the speed be better with this plan versus changing to a 5G plan ( no speed boost option)where I only can get the compatible 4G speed( due to my phone)? I think it is better to stay with current plan but wanted to make sure I understood the speed options.

2391
G
P
PliiickBeginner
asked in Purchases & Returns
Expedited Shipping

Hello I just purchased a certified pre owned phone on a new line on my account for my daughter. She wants to walk school by herself or with her friends but I told her she needed a phone before she was able to. I just want to know if I can pay extra or if there was a way to get expedited shipping ?

422
Allan M
Adam Redfern
Adam RedfernBeginner
asked in Purchases & Returns
Do new lines appear once new sims arrive?

Hey everyone,I have a koodo sim myself and wanted to set my two up on plans too, adding their lines to my account, so I ordered them each a new sim plan via self serve. It only let me order one at a time and each time made me click ‘add a line’ to go through to checkout, so seemed to make sense.My question is really a double-check have I done everything right? And when will their lines/plans appear on my self serve page? It shows no trace of the two new orders I’ve placed and doesn’t show 2 more lines anywhere - only my own monthly plan.Thanks!

1053
Adam Redfern
B
btomBeginner
asked in Purchases & Returns
Is this Samsung phone compatible on the Koodo Network?

Samsung Galaxy A34 5G 128GB A346M/DS Factory Unlocked 6.6 in Super AMOLED Display 6GB RAM Triple Camera Smartphone - Silver - International Version  

982
srlawren
M
madelinsBeginner
asked in Purchases & Returns
Buying a new phone

I was interested in buying the iPhone 14 where you pay $32.08 over 24 months. Does anyone know if I would have to change/upgrade my phone plan in order to buy this? My phone plan already has some modifications on it and is a good deal so I don’t want to have to change it. Thanks.

1202
L
J
Jeff.WeeksConnector
asked in Purchases & Returns
Unable to upgrade my phone

I’m trying to upgrade my phone, but each time I try to add the phone to my cart it fails with an error: “This product isn't compatible with other items in your cart” There’s nothing else in my cart, so I’m not sure what the error is keying off of. FWIW, the phone is a certified used S21 Ultra 5G; how can I purchase this phone? Thanks,Jeff

134846
Bernard Koodo
B
BrigitteTBeginner
asked in Purchases & Returns
In person tech support

Hi: I’m thinking of ordering a new phone online from the Koodo website.  I’m an existing customer.  Need to know if it’s possible to go to the local Koodo store in my neighborhood to get help with getting the new phone set up properly and that data transferred from my old phone to the new one.  I’m not the most techno savvy person, so would like to have the help of an actual person.  Please let me know.  Thanks 

1665
M
MissK
MissKOrganizer
asked in Purchases & Returns
refurbished phone has non genuine parts

I received my refurbished phone from Koodo today and it’s showing me that the battery and display are non genuine parts.please advise on my options now as I assumed a big company like koodo would use genuine parts

1063
Dinh
C
Can_Telecom_SuxOrganizer
asked in Purchases & Returns
Koodo won't proccess payment for my new phone

I have tried several times to purchase a new phone through your online system to save the connection fee but your system keeps failing for no describable reason. I have tried multiple credit cards but itjust keeps telling me “Oops something went wrong” and suggests I go to a store to pay the $60 connection fee.What am I supposed to do here?

1888
Dinh
A
all4chidrenBeginner
asked in Purchases & Returns
How to access customer care? (Is this normal for Koodo?)

We had an excellent family plan with another company for as far back as I can remember. Koodo offered us new (refurbished) ‘iPhone 12XR Pro 256GB’ phones with comparable plans to our old ones, so I signed up and brought over two of my grown kids as well, with the same offer. We are very unhappy with the phones. To say these phones are “refurbished” is false advertising. They absolutely are not refurbished. They are just plain “used”, and there’s a reason people got rid of them. Mine has an 87% max battery life and the speaker is sometimes crackly. The main reason I switched to a new phone is because my old phones battery was going, so this is very disappointing. My daughters phone shows red notifications; “Unable to determine if your iPhone battery is a genuine Apple part”, and “Unable to determine if your iPhone display is a genuine Apple part”, and her phone is constantly and randomly crashing with a white screen, as well as dropping calls, and the battery is not good. My sons phone

3304
A
J
justcuriousBeginner
asked in Purchases & Returns
Buying Sim In-Store and purchasing plan online

I am wanting to purchase a prepaid sim from BestBuy however, Im wondering if I will still be able to purchase the promotional plan then? When I just access the promotion plan it charges for a sim to be delivered. While prepaid plans are completely different. Has anyone tried this? Does it work? 

2833
G
P
PangorBeginner
asked in Purchases & Returns
How on earth are we supposed to get service?

So my phone screen died yesterday… very old, well loved Samsung A8 that is way past due for an update. So go online yesterday and order a new Pixel 7 . Then I get an email saying it will be shipped in a week! A week for a new phone, plus 2-5 days for it to get here?Anyway, then I go and check my order status and it says please schedule a call back, your order is under review. So I go and do that and then when I do get the call… they say we can’t help you… we’ll schedule another call…. which I never got.Why can’t I just call you! I want to just cancel this order and go to a company that has actual people working for it, not a call back bot. I can’t wait a week and a half for a phone, what is this 2003?So annoyed. Any ideas what to do?

1081
G
Corrie Mc
Corrie McBeginner
asked in Purchases & Returns
2 new accounts

Hi - I am trying to activate two SIM cards. I have no idea which card is for what account and I only received one email with account information. The SIM cards did not come with any information. Just the card and the envelope. How do I get in touch with a live person?As a new customer this is super frustrating. 

682
M
R
ranelmedrano26Beginner
posted in Purchases & Returns
about my bill

Last tuesday i paid two times my bill 

321
Dinh
Ruby Luo
Ruby LuoBeginner
asked in Purchases & Returns
I have not activated my cell phone with koodo yet, but they have sent me a bill for past two month, why?

I have not activated my cell phone with koodo yet, but they have sent me a bill for past two month, why?

221
Sophia
M
MorenaBeginner
asked in Purchases & Returns
Why can't I shop for phones?

When I click on the option to view phones I always get the message below. Why is that? 

412
G
Razorback
RazorbackBeginner
asked in Purchases & Returns
Port out getting rejected

I’m trying to port out my number to another carrier but it keeps getting rejected because there is no response from Koodo.  I don’t see anything that would be blocking the port out but Koodo is either not responding or rejecting it and I have no way to find out what the problem is.   How in the hell do I find out what the problem is if I can’t talk to anyone?

1001
Allan M
G
GGriddellBeginner
posted in Purchases & Returns
Iphone refurbished "not genuine" display not working, terrible communication!!!!

We purchased a refurbished Iphone previously and our recent purchase of refurbished Iphone quit working after a couple days of transferring data from old phone. Display error was noted upon initial set up “not genuine part”, which did not go away after a few suggestions. A couple days later the screen no longer responds and we would like to return the Iphone, but we cannot delete personal data from the phone since screen is not responding. Koodo’s response time to my concern regarding returning an Iphone that still has personal data downloaded is painfully inadequate. I am done with Koodo and its lack of support!!!!!

402
R
P
Panda 123Beginner
asked in Purchases & Returns
Promotional bill credit missing on phone upgrade

I recently upgraded my phone to iPhone 14 and Koodo was supposed to provide promotional bill credit towards my monthly bill, but I am not seein bill credits on my bill (2 billing cycle has passed). I called customer service but they were clueless and unhelpful. Anyone came across same issue recently and if so how did you solve it??

1515
Darius Koodo

Leaderboard

Terms & Conditions
Koodo Community