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Purchases & Returns

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

328 Topics
1,061 Replies

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328 Topics

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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?

1696

1 year 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.

2302

1 year 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.

1273

1 year 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?

1775

1 year 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

1532

1 year ago

V_BBeginner

asked in Purchases & Returns

Missing return

I purchased a new phone from the Webstore and returned it the day after receiving it as it didn't have the functionality I needed. After waiting 5 weeks (the web estimate for returns is 4 weeks) I emailed help and they told me to keep waiting as they've been busy. I checked in with the Canda Post tracking number and says its still in transit so I called them and they verified delivery was confirmed at 10 days after it was sent. I waited 2 more weeks and there's still nothing, so I booked a call back. They gave me the "just keep waiting" runaround, l until I got upset that they weren't even listening to what I was asking and support then confirmed it was never logged as received by the warehouse. I now have to wait for a claim to be filed with Canada Post. I ship things for a living so I know this is another circle of nobody assuming responsibility. This is really an issue between Koodo and Canada Post but I'm stuck in the middle paying for a tab I'm not using, therfore making it im

1142

1 year ago

Dominic GBeginner

asked in Purchases & Returns

quickest method of order cancelling

I was just sold a tablet on the phone yesterday, and after further review of my finances I realize I won’t be able to afford it. I emailed the web store and they’re saying it could take days to see the email. I was wondering is there a faster way to cancel the order? I just don’t want for it to get here and then have to go through the process of returning it in store. Thanks!

951

1 year ago

Chris Crowell

asked in Purchases & Returns

No account activation email recieved

Recieved SIM card but still haven’t recieved the account activation email yet. Order#HFO34962451

32911

1 year ago

JasonSBeginner

asked in Purchases & Returns

Why is the S23 Ultra listed as $2335?

Can anyone explain why the S23 Ultra 512GB is listed as $2335 It’s 1649 from Samsung or from Best Buy. Funny enough if you add the down payment of $858 and then $33/month for 24 months, its $1650. It almost looks like Koodo, Rogers, Bell, etc are trying to scam us by suggesting we are getting a deal on the phone by signing a 2 year contract.

674

1 year ago

mdmgBeginner

asked in Purchases & Returns

Keep receiving broken pre-owned iphones

I’m gonna start off by saying please don’t ever purchase a Certified Pre-Owned phone from Koodo. Also, please bear with me as this is a really long post but I feel the backstory is important to my frustration. TL;DR: I’ve received 3 broken Certified Pre-Owned iPhone 11 Pros from Koodo and I’m at a loss at what to do. Any help on how to handle this would be greatly appreciated. In 2021 I upgraded to a Certified Pre-Owned iPhone XS and it had no issues! It’s been a great phone, but on Christmas Eve 2022 I smashed the screen and decided I would look at what I could upgrade during their winter sale. Even though my portion of the phone had been paid off I still had to pay off the “Tab Bonus”, so I bit the bullet and paid it off and went through the process of upgrading to a Certified Pre-Owned iPhone 11 Pro. Wow!! What a mistake. First iPhone 11 Pro shows up with a warning saying the screen is either not Apple certified, or it’s been installed incorrectly. The battery max capacity is also a

7665

1 year ago

simon manzerBeginner

asked in Purchases & Returns

Can't complete purchase of online order for new phone

I’ve tried several times to purchase online an iphone and keep my old plan and everything is fine until i get to the last step it gets an error message “something went wrong”

2023

1 year ago

JosephineHAdvisor

asked in Purchases & Returns

Iphone for the new plan never arrived

I changed the plan last Nov and should receive a new iphone 11 64GB with my new plan but this just never happened. There’s no order or history that I can check using the self-serve portal. I’m just wondering where is my phone since this took long enough now. If you forgot my phone could you please just send it out now and give me a tracking number? I’m out of the country now so if there’s any info you need to double check with me please leave an email to communicate.Thanks in advance.

40323

1 year ago

HugoramBeginner

asked in Purchases & Returns

unauthorized charge

Hello!I have unlimited Canada-wide calling and have an airtime charge of $47.78. I looked it up on my bill and it says the overage is for an incoming call from 7057923728 from Ontario Since it’s a Canadian number, and given my unlimited minutes plan, why am I being charged?The odd thing is as well, I checked call log and I have no record of outgoing or incoming calls from this number on my phone, but this number has shown up on my bill quite a few times. What does that mean? Thank you!

2945

1 year ago

BoondoxBeginner

asked in Purchases & Returns

What are the phone conditions like on a Great quality CPO?

Hey there, I am currently looking into switching from my LG Velvet to a CPO Iphone 11. I was looking into a phone with the quality GREAT on it. Just wondering what kind of condition do these come in? I don’t want a broken screen or a chunk taken out of the back of the phone. Are the CPO phones even worth it?

3876

1 year ago

Toronto_koodoGuardian

posted in Purchases & Returns

Please see this before considering to getting Certified Pre-Owned iPhones

Edit: *Typo in title* Can’t Edit* Wrote this out of so much anger and frustration that I forgot to double check* My rant starts below:Please take a look at this before getting a Certified Pre-Owned iPhones. How Koodo contradicts their own policies:They admit that they can’t guarantee all the parts will be genuine. But they claim CPO iPhones will perform the way its meant to be:With iPhones if non genuine part is used then it doesn’t perform the way it should! Example:iPhone would complain “not functioning as expected” because it’s a fake displayHere notice True Tone is Missing and it’s not a Retina display either (i.e. not OLED). it’s cheap LCD screen. Conclusion: Koodo doesn’t ensure everything works the way it’s meant to.Hope this helps anyone who is considering to get a Certified Pre-Owned iPhone. Save yourself the trouble. Even though they agreed to send an exchange but they won’t guarantee all parts will be genuine. So it’s a hit or miss. But they don’t consider this when settin

25176

1 year ago

RidermathBeginner

asked in Purchases & Returns

bad battery on new pre-owned iphone

I bought a pre-owned iphone12 pro on Koodo website. After 2 weeks of normal usage, I realize that the battery really don’t last long. Within less than 10 hours, the battery is under 10%. Is it warranty?

2857

1 year ago

abe416Beginner

asked in Purchases & Returns

Phone returned and sent back to me with smashed screen

I purchased a certified pre-owned phone online and it arrived with an issue with the microphone (people I called would say I was breaking up) so I returned it to Koodo using their shipping label and the box it came in. A couple of weeks later I noticed I still had a charge for the phone on my account so I called Koodo who told me it was received but couldn't tell me why the charge wasn't reversed. A day or two later, I received the phone in the mail and the whole screen was smashed! I've gone into the Telus store and spoken to phone reps and so far all they tell me is that because I didn't take a picture of the phone before I sent it back that I have to pay for the cost of the whole phone. Is there anything I can do here? The phone body was in perfect condition when I returned it! I feel like this is a scam! Any advice would be appreciated!

912

1 year ago

alexeyd1000Connector

asked in Purchases & Returns

How long does verification take?

I just ordered a SIM card and in the confirmation email it said I am being verified. How long does that exactly take and what is being verified? (Just out of interest)

5501

1 year ago

DilawarBeginner

asked in Purchases & Returns

Koodo bill

Hi,I just exhausted my 50 gb data and I got the message that you can get one GB data for 25 dollar until the end of billing cycle .So Will I be charged 25 dollar just for this month or for all bill cycle in future

561

1 year ago

Tatkat21Beginner

asked in Purchases & Returns

get a new account and new phone, how do i get a hold of someone to get this started( new to koodo)

I am trying to sign up and get a new phone with a plan and I am having a bit of a time doing this. I am not technically inclined and not knowing how or who to talk to about this. Trying to do this online through my current crap phone and having absolutely no clue..

573

1 year ago

Slawek Bielawa

asked in Purchases & Returns

SIgned up for tab basic, price went down, can I get an adjustment?

A couple weeks ago I signed up for a tab basic phone, $8 a month for 24 months. Now I see the same device is $5 a month for 24 months, same conditions.Is there a “cool down period” where I can still get a price adjustment to get the benefit of the lower priced phone? I want to keep everything the same, just get the better monthly rate please. Thanks.

37211

1 year ago

PersathBeginner

asked in Purchases & Returns

The website doesn't show usuage???

I just hate how there is no warning like for data when you are close to reaching your limit there is a warning but not for long distance homephone.Basically i am on a homephone plan with 1000 free minutes to european countries like london and my parents have never over used the minutes till now and my homephone bill is $172… (usualy pay $24 after tax per month) just don’t like how if i click “view usage” the website doesn’t show and says “unavailable”

695

1 year ago

Tamar GloubermanOrganizer

asked in Purchases & Returns

New phone with Tab Basic

I need a new phone and would like to keep my current plan which costs $46/month. The online information chart seems to say that as long as my current plan is over $40, I should be able to keep it and buy a new phone with Tab Basic. But I don’t seem to be able to purchase the phone without changing plans. Why is that? Is there any way I can buy a new phone and keep my plan? Thanks in advance for your help!

1576

1 year ago

BeeHiggins

asked in Purchases & Returns

I feel like Koodo ripped me off

I feel like I got ripped off by Koodo because I have a Huawei P40 phone which is essentially useless. The phone is not supported by Google so I am unable to download many essential apps such as Google Maps, Google Pay, Gmail, etc. When I got this phone from them, they did NOT inform me that I would experience this issue. I am hoping that Koodo customer service will understand my issue and either replace my phone with something that's not as useless or allow me to cancel my service without making me pay the remaining tab balance on my account.

935

1 year ago

laxdillBeginner

asked in Purchases & Returns

Can i purchase a new phone, continue to pay tab on old device

Question is quite simple. I want to upgrade my phone by purchasing an Iphone directly through Apple. I still have 1 year left on my current tab (Samsung Galaxy) but i’d rather continue to pay the tab rather than buy out and incur the nearly $600 to payout the tab. I would rather simply use my new phone on my same plan and continue to pay the tab on my old device which will be deactivated

3033

1 year ago

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