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Purchases & Returns

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

347 Topics
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347 Topics

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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?

221

1 year ago

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

1 year ago

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?

931

1 year ago

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

1 year ago

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??

1475

1 year ago

rhea2779Beginner

asked in Purchases & Returns

Can I ship my new phone to my work address instead of my billing address?

I want to upgrade my phone but have it shipped to my work address where I will be when delivery occurs (no one would be home during delivery hours) Do I have to change by billing address to my work address to do this?

1453

1 year ago

kiavalbetBeginner

asked in Purchases & Returns

No SMS/phone access, alternate way to verify self?

My current phone is water damaged and won’t turn on so I’m trying to order a new phone via the koodo shop but on the step before shipping it’s asking me to verify my identity with a SMS code. Is there an alternate way to verify my identity since I can’t use my current phone?

935

1 year ago

PhoneQBeginner

asked in Purchases & Returns

POCO X5 Pro 5G Compatibility

POCO X5 Pro 5GAre these bands compatible with Koodo, excluding 5G? Please advise.5G+5G5G: n1/3/5/7/8/20/28/38/40/41/77/784G: LTE FDD: Band 1/2/3/4/5/7/8/20/28/66(60MHz)4G: LTE TDD: Band 38/40/413G: WCDMA: Band 1/2/4/5/82G: GSM: 850/900/1800/1900MHz

2444

1 year ago

PhoneQBeginner

asked in Purchases & Returns

Moto G 53 5G Compatibility

Network: 2G bands: GSM 850/900/1800/1900, 3G bands: HSDPA 850/900/1900/2100,4G LTE :1/2/3/4/5/7/8/34/38/39/40/41 5G bands: 1/5/8/28/41/78, HSPA 42.2/5.76 Mbps, LTE-A, 5GIs Moto G53 5G Bands compatible with Koodo?

912

1 year ago

Patc1313Organizer

asked in Purchases & Returns

promotional bill credit missing

I purchased a new phone during a promotion where a bill credit of 189.84$ was offered with the phone (may 23 2023). During checkout it showed the bill credit being applied to my remaining tab balance of 132$. Now in the new month that credit has disappeared and replaced with the 132 tab upgrade fee.

31823

1 year ago

brambleblueBeginner

asked in Purchases & Returns

Question about phone upgrade and SIM card blues

Hi. I made a big idiot mistake when I picked up a new phone upgrade - which is to say I inserted the provided SIM card directly to the slot without the tray. Bad case of skipping important steps.It’s pretty snug in there, and so far the places I’ve reached out to have said the best they can do is try to pull it from the outside because of the way the phone model is made (Pixel 6a). I don’t see that working.I purchased the phone as an upgrade to my current one (also with Koodo). To be clear the old one works, it’s just sluggish with apps. That being the case: I’m not fully savvy on the upgrade process - theoretically, would my old phone be able to continue to function as my phone as-is, if the new one cannot be fixed? Or am I going to one day find out that my phone number has been “transferred” to a phone that hasn’t been properly activated?Basically- if the phone number is going to stay indefinitely on the old device, I will have more time to try to find someone that could deal with a

1112

1 year ago

grodgerBeginner

asked in Purchases & Returns

Why am I being billed before SIM card arrives?

Ordered SIM card more than 2 weeks ago, never arrived. Being billed for service already. Customer service was extremely unhelpful and wouldn't send a new SIM. What are my options? Basically ready to cancel my credit card and find a legit mobile company at this point.

881

1 year ago

JillerBeginner

asked in Purchases & Returns

new cell

Purchased upgrade online in my self serve. Is it new or refurbished.

402

1 year ago

NikicBeginner

asked in Purchases & Returns

trying to get refurbished phone - but it wont let me keep my plan

I am trying to get a refurbished phone on a tab for my son, but Koodo will not let us keep his existing plan. The only option is to pay full retail price or upgrade the plan. Is there a Koodo rep. that can help us with a happy middle-ground? He was able to have a tab for this account/plan before, so I'm not sure why there is now a limitation.

833

1 year ago

bilalnsari01Organizer

asked in Purchases & Returns

Phone customer rep vs In store clerk

Phone customer rep sold me Iphone 14+ and told me since I'm a loyal customer I get to keep my $45 plan. But then when I went to the store to pick it up - they did the order and said my plan went up to $60 like it's supposed to go if I didn't get the loyalty. I told them I won't sign because I didn't agree to the plan change and I was promised it would stay the same. I got the phone customer rep name at the time and I have a scheduled call back tomorrow with someone else tomorrow. On top of that - although the in store person canceled my order - it still shows I owe the money for the phone on my account...Super annoyed that they just promise wrong deals to customers. Any advice?

761

1 year ago

SummerSunAdvocate

asked in Purchases & Returns

Phone trade in offers? Iphone 12 mini Mint condition.

I’m wondering if there is any offer / program to trade in my now paid for my ( mint condition ) Iphone 12 mini for a newer phone? If so how do i go about said process?

6384

1 year ago

JaydeepBeginner

asked in Purchases & Returns

How can i get my device invoice?

Hey there is some problem with my goggle device and when i contact them regarding this they told me that they need receipt that mention IMEI number and date of purchase and when i contacted koodo customer service they told me that the service agreement is only the invoice but when i send that to goggle they told me that its not proof so we cant accept it so please help me out if anyone knows this.

763

1 year ago

sn9407Beginner

asked in Purchases & Returns

Return procedure for defective phone + Pixel 7 vs S23 ?

I’ve had a Galaxy S10e with Koodo since 2019 and wanted to upgrade, so I picked the Google Pixel 7 after a little research. Ordered online and received it after 3 business day, as promised by Koodo. However, the phone is defective “out of the box” ; I tried everything but I just can’t seem to get it to work, so I sent an email to the Koodo webstore to initiate a return procedure. Anyone knows how long I’ll have to wait until they follow-up and I can return the phone and get the associated monthly payment cancelled ? Also, I’m wondering if I should simply get another Pixel 7 (a working one this time !) or if I should maybe consider paying a little more and get the Galaxy S23, as I have had no issue with my S10e for the past 4 years other than the lower quality camera (main reason I want to upgrade) and normal wear from regular use. And should I consider switching providers ?Thanks !

1713

1 year ago

LurlockerBeginner

asked in Purchases & Returns

koodo called to confirm my address

I recently placed an online order for a new phone. I updated my address while I was placing the order. I received a phone call from a Koodo assistant who wanted to confirm my address. However I couldn’t make it to the phone and was left with a voice message. What am I supposed to do now? I have no way of calling the advisor back and I do not want to experience a delay on my order.

491

1 year ago

StromefamilyConnector

asked in Purchases & Returns

How Long Does It Take To Get A Software Update

Hi All,I am looking at getting a new phone. Weighting my options on potentially getting a Samsung S1FE or a Google Pixel 7. My issue is that specs on the Samsung S1FE state it's only running Android 11. I am running Adroid 13 currently on my Samsung A71. How long generally does it take for a software update to come in? Just wondering since I feel Android 11 would be a considerable downgrade for me.

1277

1 year ago

V ThunderRockstar

asked in Purchases & Returns

Phone not available in Koodo store.

Im interested in buying a samsung A53 but currently says they arent available. Does anyone know if they get stock in frequently?

1115

1 year ago

DnlJnaSBeginner

asked in Purchases & Returns

Old Plan, New phone

I'm looking to upgrade my Pixel 3 to a Pixel 7. The plan I currently have is unlimited Canada calling and texting, plus 4Gb of data. However when I try to buy the new pixel 7 on the website it does not acknowledge my previous plan. I do not want to change my plan as it suits my needs very well, is there any way to keep the old plan and only upgrade my device?

752

1 year ago

EmmutBeginner

asked in Purchases & Returns

I broke my phone today..

I broke my phone today by dropping it, it just turned off and won’t turn back on. I’ve tried plugging it in, holding the power button etc. Anyways, I tried to order a new phone, but when I get to the end of my purchase it asks to verify that I’m me by sending a 6 digit code to my phone that’s dead! So how do I get around this? The phone in question is a google pixel 5a

431

1 year ago

GolfangariBeginner

asked in Purchases & Returns

2nd Phone Query

Hi, I’m currently on a BYOD plan … I am looking to add a 2nd phone, likely a pre-owned phone … can I order this phone and pay the minimum monthly charge without messing up my current plan? Does the 2nd phone need to be locked into a Koodo plan for 24 months? And after the 24 months, the pre-owned phone would be mine with no further plan obligations?

511

1 year ago

MeatshakesBeginner

asked in Purchases & Returns

My adress isn't available, how do i order online?

I'm trying to order two new sim cards for my two daughters and since my adress isnt available, I cant order anything.

281

1 year ago

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