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Purchases & Returns

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

382 Topics
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382 Topics

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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

932

1 year ago

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.

1122

1 year ago

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

134046

1 year ago

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

1415

1 year ago

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

873

1 year ago

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?

1608

1 year ago

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

2964

1 year ago

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?

2603

1 year ago

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?

951

1 year ago

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.

602

1 year ago

ranelmedrano26Beginner

posted in Purchases & Returns

about my bill

Last tuesday i paid two times my bill

301

1 year ago

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?

791

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!!!!!

392

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??

1355

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?

1383

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?

905

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

2374

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.

29523

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

1082

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.

851

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.

803

1 year ago

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