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Purchases & Returns

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

  • 384 Topics
  • 1,225 Replies
384 Topics
R
RRossettiBeginner
asked in Purchases & Returns
Can I upgradr phones on a plan

So I’m currently still paying off a phone but would like to trade in and upgrade to a newer phone. Is that available while still paying the price of the phone off. 

723
Allan M
1 year ago
R
ReciferBeginner
asked in Purchases & Returns
Model number of the Samsung S20+ 5g 12gb SKU

Model number of the  Samsung S20+ 5g 12gb Snapdragon model.

463
Dinh
1 year ago
S
SpyderBeginner
asked in Purchases & Returns
update phones

When do the phones get replenished online I get offers sent to me but can’t shop online if the phone I want is never in stock 

601
M
1 year ago
B
bigdogownerBeginner
asked in Purchases & Returns
Samsung Galaxy A54 G new

I just bought a new Samsung Galaxy A54 5G online Just opened the box...It doesn’t come with a wall charger orUSB cable?? Only a SIM card. For $690 plus applicable taxes I would think it would

1812
R
1 year ago
C
Carson31Beginner
asked in Purchases & Returns
new phone

Am I able to buy a phone on a tab and just change my SIM card from my old phone ? 

1335
Sophia
1 year ago
Q
QJDBConnector
asked in Purchases & Returns
Two identical phone, which one is which?

We just ordered 3 phones.  One was pink (for the wife), but the other two are exactly the same.  How do I know which one belongs to which person on my plan?If one of the Koodo Techs answer this, you can just tell me which one belongs to “Q” and which one belongs to “T”Thank you very much

558
R
1 year ago
O
Ostrich23Beginner
asked in Purchases & Returns
I would like to upgrade my current phone and plan

Hello.  I am wanting to upgrade my cell phone and current plan.  My stumbling block is that I got my current phone as a minor and so it was put under my mother’s name and paid by her.  Now I am into my 20’s and would like to upgrade my phone.  So, I would like to know if I can upgrade my phone and plan, and change the account to be under my name online or do I need to go into a physical store to do so?  If it is the latter, does my mom need to come with me to change the name on the account/plan?Thank you for any suggestions and help!

4022
O
1 year ago
D
damnsamm95Beginner
asked in Purchases & Returns
phone is showing important display message. what does it mean(?

Got a pre owned phone last week and it’s showing in my settings “important display message” 

2402
M
1 year ago
M
MsMaggieBeginner
asked in Purchases & Returns
tab promotion

Last week I paid off my tab to upgrade - this week a promotion was sent to me to wave tge tab on the same upgrade! How can I get the benefit of this promotion - I replied to the email and was told it was on my account but I don’t see it anywhere!

914
Boa_Guy Koodo
1 year ago
M
MdewBeginner
asked in Purchases & Returns
Pay off tab only

I have a tab balance of ~$100 and tab bonus balance of $150. If I pay off my tab balance of 100, what happens to the other 150? Do I continue to pay off that bonus balance amount on a monthly basis? And can I get a new phone after paying off the tab with the bonus amount still on my account or do I have to pay off both? TIA

1632
M
1 year ago
C
coffeepleaseAdvisor
asked in Purchases & Returns
Can i get a new phone but do not plan to use right away?

I’ve been using koodo for over 4 years and plan to get a new phone but do not intend to switch to a new phone right away. I understand if i don’t want to be charged for breaking the contract i have to be with them for 2 years, correct?

5444
Allan M
1 year ago
C
Csb96Beginner
asked in Purchases & Returns
Where can I buy a sim when I arrive to Canada

I am about to move to Canada, I land in a few days. I was wanting to know where I can buy a prepaid sim card when I arrive. Are they available in the airport? (I'm flying into Vancouver)

5151
Dinh
1 year ago
S
sarahk_cBeginner
asked in Purchases & Returns
Purchase new phone online, don't need sim card

I’d like to purchase a new phone online to avoid paying the unnecessary $50 activation fee when you go in person to purchase a phone. However, I’m wondering if there’s a way to opt-out of the new sim card which also costs an extra $5?I don’t need a new sim card since I will be able to use my existing Koodo sim card with the new phone. I’ll already have to pay the $10 shipping fee for the new phone, but I really don’t want to pay the extra $5 for something I don’t need. I know it seems silly to get heated over $5, but it seems like no matter how I get a new phone (online or in person) Koodo is forcing me into paying some sort of extra fees and its frustrating. Any way to get around the new sim card fee?

4532
R
1 year ago
C
cara.roseBeginner
asked in Purchases & Returns
Unknown Part

 I just purchased a preowned iphone 11 pro maxIn general settings, under ‘Parts and Service History’ the display is saying “unknown part”any way I can fix this??The full message is: “ Unknown Part - unable to determine if your phone display is a genuine apple part. This could be beacuse the part is non-genuine, not functioning as expected, or installation is incomplete.”Thanks for any info

2842
R
1 year ago
L
Lindsay_KBeginner
asked in Purchases & Returns
My new phone returned to sender

Hello,I just bought a new phone through online shop, and was waiting for it. However, the delivery said my address was wrong and didn’t deliver me my order. I double checked my address and it was right. Eventually, it returned to the sender. So now I don’t know what to do. Where I can contact regarding this issue?

991
Mayumi
1 year ago
B
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

5342
M
1 year ago
N
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? 

1024
Allan M
1 year ago
L
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!

1423
G
1 year ago
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?!?

2411
Dinh
1 year ago
K
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? 

1052
K
1 year ago
S
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

2271
Dinh
1 year ago
J
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.

891
Allan M
1 year ago
D
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? 

33811
D
1 year ago
T
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

1012
R
1 year ago
S
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.

1501
M
1 year ago

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