Trying to upgrade my phonei7

Hi there,

Which device are you trying to upgrade too? Also have you tried:

1. Clearing your cache and cookies and trying again

2. Using a different web browser or an incognito tab and trying to upgrade again.

3. Using a different device to try to upgrade.

Also, make sure any vpns you have are turned off and that your bill payments are up to date with no pass due balance as both things can cause errors when upgrading.

Have tried it all, it may be due to my tab balance on the phone still. 

Trying to upgrade from the pixel 7a to the 8.

I will try paying off my balance first.

Hmm so that shouldn't cause you problems. Which model of the pixel 8 are you choosing? As it may be out of stock. The only one I see available on the webstore is a rose 256GB model. If youre choosing an out of stock model, it will throw you an error.

Yah trying to get the one you described, have never had this issue before.

Thank you for trying to help

Hello ​@Vicki86 

Sorry to hear that you are experiencing difficulties with the website. Our team is currently looking into this. 

Got the same error since yesterday. Want to upgrade my phone to samsung 25 ultra

Maybe there is an issue with the system, have never had an issue before. Got a callback arranged so hopefully get some answers

I am having the same error for a pixel 8

I too am also experiencing this same issue. I cannot proceed further when completing my purchase and I am greeted with “Oops!  something went wrong.” , followed by the error code 4001. I’m glad I am not the only one dealing with this problem.

I'm having the same issues with Samsung s25 but the kicker, I wanted to order 2 but it wouldn't let me add 2 to my cart so I ordered mine and went back to order his not even minutes apart. Now I'm, getting the same error as mentioned above and cannot order his phone. I've sent an email hoping to have the issue fixed sooner rather than later. I've also tried all above suggestions to try and get the phone ordered. Nothing has worked. 

Has the issue been fixed for you? I'm still waiting for mine to be fixed. 

After speaking with a live Koodo representative on the phone, they were able to resolve the issue. So my best bet is scheduling a call with a live representative via Koodo Assist’s digital representative.

How did they resolve your issue ​@technicalrhythm ?

Did they do something to your account on the backend?

Now the issue has become that there is no tab option and I have to buy the phone outright 

They are likely trying to fix things and turned off the tab in the mean time so tab purchases are not made mid fix 

It’s like if someone started driving a car in the middle of an oil change

It turned out my issue was that I couldn't keep the same plan for both of my phones. (which it didn't tell me) So I had to talk to loyalty to try to keep my plan around the same price which they did manage to give me some discounts as I've been a loyal customer for well over 5 years with no late payments. But it was a 45 min ordeal on the phone. 

I will try to set up a call when I know I have time to give.  I imagine it is a big fix also that is occuring 

Honestly dealing with their “customer service” bot trying to get help in this makes me want to smash something.

Any company that advertises that it does not use a bot will have my business. It is obvious that the folks at Telus/Koodo hate their customers.

Hi ​@tveenstra 

We have sent you a PM so we can confirm some more details and further assist, please check your community inbox when you get the chance. 

Hi everyone!

For those of you who didn’t manage to upgrade or activate yet, can you please try again and let us know if you are still getting the 4001 error?

My issue now is there is no tab option just the option to buy the phone out right

Have you tried to change your plan to see if that can help?

No thank you for your suggestion