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Purchases & Returns

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

  • 344 Topics
  • 1,128 Replies
341 Topics
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Bluepearl778Beginner
asked in Purchases & Returns
No order number/confirmation

I placed an order for a new phone on Friday and I never got an email or any sort of confirmation about it but ive been charged for the new phone. Just wanna make sure its on its way

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NicCBeginner
asked in Purchases & Returns
upgrade

Can I upgrade my phone without account holder present? I am the second name on the account, but does he physically need to be with me to do my upgrade?

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Allan M
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LillyoftheWestBeginner
asked in Purchases & Returns
upgrading a tablet to a phone

My son has had a tablet/data plan (tablets with data plans are registered to a phone number, that's not useable, and i guess just allows the tablet to access data) he's had it for 2 years and was recently payed off. I wanted to upgrade it to a cell phone, but every time I try to order it along with a new plan, it comes up with an unknown error “please refresh or try again later”…. And it doesn't work later, I've been trying for weeks.I'm assuming this is because of something to do with that unusable number.…Anyways, I'm not sure how to resolve the issue, if anyone is able to tell me how, it would be greatly appreciated!

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Louis Bilodeau
Louis BilodeauBeginner
asked in Purchases & Returns
ANNULATION DE COMMANDE...

J'ai passé une commande pour un téléphone et un forfait, pris un rendez-vous téléphonique avec l'assistant koodo, et je n'ai recu aucun appel, plus d'une heure après le rendez-vous... si vous offrez un service comme ça pour une commande, j'imagine même pas le service quand il y a un problème.... Donc, comment je fais pour ANNULER ma commande puisque vous n'avez pas l'air intérressé a me vendre un cellulaire?!?

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Dinh
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Karan MacDonaldRockstar
asked in Purchases & Returns
Returned a phone and waiting for the tab to clear. Can I order another?

I ordered a certified preowned iPhone 12 Pro Max and didn’t like the phone. So I returned it within my 30 day period. I’ve got the tracking number that shows it was returned successfully so I’m just waiting for Koodo Web Store to acknowledge the return and clear the tab owng. There are some good sales on a phone that I would love to have. I have to agree to pay off the current tab on the phone that I returned. If I agree to pay it off, knowing that it will be cleared, can I order a new phone?

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Steph.H30Beginner
asked in Purchases & Returns
my online order wont go through

Every time I get to the end of the order and it sends the verification code, I enter it and it goes to a blank screen. I’ve tried multiple times and because it goes to a blank screen it will not allow me to order a new phone. I just paid off my tab balance and all excited to get one so it’s annoying me

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Dinh
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jean wengBeginner
asked in Purchases & Returns
Lost phone and sim card in a foreign country

Hello. I am in a foreign country and I lost my phone along with th sim card in it. I already suspended my service. There are no Koodo stores to buy a new sim/phone from. I won’t be back in Canada until almost six months later, but will need a Canadian number urgently soon. What can I do? Is there any way in which I can use my old phone number again? Thank you.

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Allan M
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Danielle321Advisor
asked in Purchases & Returns
pre owned warranty

I bought 2 CPO iphones in July. One stopped working. Telus said we’d have to authorize $500 of repairs with our own money before they’d touch it and apple said it’s not worth anything once it is fixed. Can’t get ahold of Koodo customer service. How do I get ahold of someone to find out my options with this phone?

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tomwildBeginner
asked in Purchases & Returns
S21 ultra got wet and is now broke

Hey, I have a Samsung S21 ultra which is less than a year old. The phone was submerged in 2inches of water for about 5 seconds and now does not work. The phone is supposed to be waterproof up to 1.5m for 30 minutes but it clearly isn’t. Is this covered under the 1 year koodo warranty? Thanks for any help! Tom

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singhtalksAdvisor
asked in Purchases & Returns
Purchase a phone on existing plan with current discount

I recently made the switch to Koodo in January and brought both phone lines over from Fido after 11 years. As a promotional match, I got my main line for $45 a month and the second line for $40 a month. My old S10+ just started acting up over the last week now so I am looking to upgrade and wanting to add the phone tab to my secondary line while keeping my current plan at the same discounted rate. Its only been 2 months with Koodo so I’m not sure what’s the best way to do it. When I go into Self serve it gives me the option to keep the current plan but without the discounts I received on both my lines for switching over to Koodo. Please help me with this.

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stanley lakeBeginner
posted in Purchases & Returns
Really disappointed with how long it takes to return a defective phone!

We notified Koodo Friday a week ago that the pre-owned iphone 11 that my husband had ordered, has a letter on the keyboard that does not function, has a battery that runs down within a day, and does not allow him to transfer from his old iPhone. We sent all the necessary info in that first email. After various emails requesting all the info we had already sent, we am still waiting for the actual info on how actually return the phone. we would like to replace it with a different one, but not until we get a refund for this one. I am disappointed in the first place that the phone was not fully functioning, but that the return takes this long is quite annoying.

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BKHmom2009Beginner
asked in Purchases & Returns
New device and billing

I ordered a phone upgrade March 9th. It's on a tab plan. The phone hasn't even been shipped yet and I have already been charged for it . How can they charge for something I don't even have yet?

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Dinh
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gravitationallyboundBeginner
asked in Purchases & Returns
Up Front Taxes?

I’m looking at buying a new phone and switching to Koodo. Do they charge tax on the full retail cost of the device up front? Another carrier I was browsing advertised $243 due today but then the total cost jumped to over $400. I’m no math wiz but I know 13% tax on $243 isn’t over $400. When I hovered over the legal stuff, it mentioned they charge tax on the full retail cost. I’m just wondering if Koodo does the same or if their up front number is their advertised number, plus tax? Cheers.

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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?

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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.

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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.

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Dinh
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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?

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Nezgar
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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

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Allan M
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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 imposs

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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!

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Dinh
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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

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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

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Toronto_koodo
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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”

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Dinh
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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.

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Allan M
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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!

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Boa_Guy Koodo

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