Unable to upgrade phone

Is your bill this month fully paid? You can reference this link for more information if you are upgrading https://www.koodomobile.com/en/help/upgrading-your-phone

Also, Have you tried a different web browser and clearing the cache, or incognito mode? That takes care of a fair number of these.

One other thing worth checking: is the province on your account address the same as the province of your phone number? The online store has had trouble with upgrades when those two don't match.

My new bill just came out. I’m now thinking maybe that has something to do with it. My phone is completely paid off, I’ve had it paid off for well over a year maybe even two now.

The phone you pick us currently available?

What plan do you have?

I just upgraded my plan a few months ago. Yes the phone I am trying to get is in stock.

Hi ​@SMore0923,  if you still can’t finish the purchase online, we’d recommend scheduling a callback via the Koodo Assist and having an agent help with the order. Please let us know if you run into any issues with the callback. 

I also have this issue. There is a message on the top of the page that states i cannot upgrade at this time. I do not even have the option to add a phone to my cart. I have no outstanding balance and have been a customer for 15 years. Im frustrated as I need a new phone. 

I had the same problem on Wednesday. I had a callback and then another callback from an agent and they STILL couldn't solve my issue. I was told he tried it "20 times" and told me to go into the store. My tab was paid off and my bill had just been paid. The guy at the store said he saw no reason why I wouldn't have been able to upgrade online or why the guy on the phone couldn't do it. 

Have you tried using your browser's incognito mode to see if that helps?

Additionally, do you currently have a Tab on your line, and is your phone number's area code in the same province as your home address? 

I do not have a tab, I have tried other browser and I made sure my province was correct. I've tried evrything I could think of. I do appreciate your comment  because it is helpful to have  others make suggestions I may not have thought of. Hoping  for a call back today. Its been about 13 hours, unsure how long it takes.  

I tried to log in this morning, i got the message "unconditional drop overload". Incognito mode didn't seem to help either, but i appreciate the suggestion very much.

I hope you received the callback and were able to place your order today.

But if for some reason they couldn’t do it and you need to go to a store, make sure to ask them to waive the connection fee.

I haven't had call back. I will have to take a trip to the store. Its not too far away.   Its odd that if I dont log in I can add a phone and a plan to my cart as a new customer, but when I log in, the add to cart option is gone.  

Thank you for this! I hadn't thought about the connection fee either. I always use my online account for everything and its been so great and convenient.  I absolutely will ask or a fee waiver if I have to have to them do it at the store! 

Connection fees are no longer allowed, so you do not need to worry about an additional charge when upgrading your phone at your nearest Koodo store.

I spoke with a rep who said they would log a ticket. I have not had any luck with upgrading online. The issue is still not resolved.  Is this a known issue at this time?

I have not seen Koodo confirm it as a known issue though.

Since the callbacks have not gotten anywhere, it is worth asking specifically for a webstore rep through www.koodo.com/chat. They can manually override and place the order, which the callback agents usually cannot do.

I would also check the address on your service agreement, not just the province. The exact address string can fail validation on its own, a missing or extra SUITE has caused this before.

That logged out versus logged in difference you noticed is a good detail to add to your ticket, it points at the account rather than the browser.

Thank you so much! I appreciate you taking time to respond!