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DugoutBeginner

asked in Plans & Add-ons

Kaz112Connector

asked in Purchases & Returns

unable to puchase phone online

I’m trying to buy a phone online but everytime I do I get an error message:”This product isn't compatible with other items in your cart”my plan is $45 for 30G. I am a new customer, not even a month.

9 months ago

KfosBeginner

asked in Billing & Payments

stolen sim card

I'm currently out of the country and had my sim card in an old phone that I was using just for navigation. That phone has been stolen and I'd like to suspend the sim card but not blacklist my current phone that I'm still using that's associated with that sim card. I can't figure out how to do this online? The help chat tried to schedule a callback but I don't have access to a phone number where I'm traveling.

9 months ago

Bethany Scott-StaffordBeginner

asked in Self Serve

Help: Account unliked without authorization

Hi. So, my phone was unlinked without authorization. I cannot call, text, or use data. I was sent an email with a link to the callback site, and had a callback scheduled. However, since I cannot use the phone services, the callback did not happen. The callback link now takes me to the Koodo homepage. How do I link my account and restore my services?

9 months ago

jeroen89Beginner

asked in Plans & Add-ons

Renew current plan

Hi all, This is my current plan: 20 gb on 4g speed for 75 dollars. I have 0 GB left from this plan but a 5 gb promo has just started. I added 75 dollar as funds via 2 vouchers. How can i renew my current plan with it? Via change plan i could only find the 70 dollar plan with 3g and not with 4g or the 15 gb option..

9 months ago

Dharmendra MuthuBeginner

asked in Billing & Payments

Seasonal hold request

Hi, As I am travelling abroad, I want to execute a seasonal hold for 2 months period starting from 14-Jul-2023 to 10-Sep-2023. Any suggestions it could be done faster?Could you please help on this?Thanks.Dharmendra Muthu

9 months ago

spidersspiders1212Beginner

asked in Tips, Tricks & Troubleshooting

"eSIM manager" disabled on my S20 5G

eSIM is disabled on my phone, the option is not showing up. Please help me enable this.

9 months ago

SBryceBeginner

asked in Billing & Payments

Connection Fee

Koodo recently called and asked if I wanted to add another phone to my account. This was not something I actively sought out, but decided why not? I just got my first bill that includes the second phone and discovered I was charged a $50 connection fee. I am extremely upset about this as it was not mentioned in the call. I understand the beauty of self-serve to avoid connection fees and set up my original account myself. Koodo called ME to add services and I have to pay the connection fee?!?!?! Had I known, I would have declined and opted to add a second phone to my account at a later date - if at all. So now I have a massive bill I wasn't expecting and can't seem to find anywhere to address my dissatisfaction. (Although there would probably be a fee for that too 😡). I have been very happy with Koodo up until now. I feel like I was duped into paying the connection fee. Does anyone know how I can address this concern? Thanks!

9 months ago

MACCoach

asked in Other

“Dropped” Calls

iPhone 14 Pro w/ esim New client from Bell on 17-AprCallers keep not hearing me - “Are you there? Hello? I can’t hear you? Click - They hang up”This has been happening indoors, in a standard home in a room where I’m 3’ from a window. I’ve been running outside, which I don’t wish to do, to keep the call “up”. Now I’m starting to have the same issues while standing outside on my driveway. Naturally I can’t do this in the winter, nor do I want to do it EVER.I see so many similar issues - is this just the way it is now?!?!?!?!I moved from Bell to Koodo on 17-Apr and presume I’m under contract (my phone). Can I exit the contract to rejoin, GASP, Bell since I’ve only started with Koodo April 17th? Bell pricing wasn’t great but calls always worked.Phone service with these call issues is not acceptable in 2023.I’ve power cycled my phone.

9 months ago

Ved_KBeginner

asked in Billing & Payments

how do i contact customer service over email as i am abroad

I am currently abroad and was not aware of koodos roaming charges. I was charged $16 for switching off airplane mode for 5 seconds which I think is unfair and unjust. I would like to speak to someone for a refund but cannot do a callback due to being abroad and can’t source an email address or WhatsApp alternative.

9 months ago

NolanKBeginner

asked in Plans & Add-ons

When can I change plans after paying off my Tab balance?

I paid off the remaining outstanding in my Tab today in the hopes that I could change to plans that were not available due to the restrictions on the Tab. I am not seeing these options available yet.When will I be able to change to plans, particularly to cheaper ones, that were unavailable to me because of the Tab now that it is paid off? Will I have to wait a period of hours, days, or perhaps until the billing cycle goes through with the charge for payment of remaining Tab balance?Thank you!

9 months ago

LizBeginner

asked in Plans & Add-ons

Cannot change plan because of error trying to pick perk.

I am trying to change my rate plan. I’ve been a Koodo customer for years and haven’t changed my plan in months so I know that is not the issue. When I select the plan I want to change to it tells me to pick the perk I want, but when I select the perk I get the ice cream cone error saying “it looks like you can’t choose a perk right now. Please try again in an hour.” Over and over again, for days. I’ve tried logging out and back in again. I’ve tried from different devices. I’ve tried choosing a different perk than the one I actually want to see if it was just because i’m trying to pick rollover data. No luck with anything I’ve tried. I don’t care so much about the perk – I have been unable to actually choose a perk for the last 6 months even though it was supposed to be included in my previous plan too. But because it won’t let me choose a perk right now it won’t let me change my plan. This appears to be an ongoing Koodo issue, not just for me… has anyone found a way around it?

9 months ago

CCeceliaCBeginner

asked in Tips, Tricks & Troubleshooting

How do I reset my voicemail?

Changed my last name and can't figure out how to change my name greeting for voicemail.

9 months ago

Rocky JeonBeginner

asked in Self Serve

To avoid roaming charge

I am going to go abroad for vacation.If I turn off data and then turn on Airplane mode and WIFI at the same time then I won’t be worried about the roaming fee, am I right? Also I can use the apps in my phone without being charged including sending back text message or (RCS message)?

9 months ago

tylerwarner874Beginner

asked in Self Serve

'Tell us you've paid this balance' button not working

My balance has become overdue by accident, and after paying the bill, a full day has passed without service being restored. I have attempted to use the ‘tell us you’ve paid this balance’ button on multiple devices, multiple connections, waited for up to 20 minutes and it remains stuck on an infinite loading screen. The chatbot seemingly has no way to help with this problem, reporting a payment or connecting to a service representative (other than a callback which I cannot receive). I have tried calling 611 but the account was originally opened by my Grandma years ago and I don’t know the pin she set so I can’t use this option either. Does anyone know how to somehow report that you’ve made a payment to restore service quicker than the 10-21 business days that it says it can take to fully complete the payment processing other than those routes since the self serve system does not work?

9 months ago

Dennis PetersBeginner

asked in Self Serve

Locked out of self-service

I’m locked out of self-service. Even though this is the first time I’ve attempted to log in in months, it says “You've exceeded the maximum number of unsuccessful attempts and your online access to Self Serve has now been locked. To prevent unauthorized account access, we limit the number of login attempts. To regain access, please try again in one hour.”I waited a couple of hours and get the same response. I tried a different device, same response. I didn’t forget the password.I’ve seen others on here with the same problem and it seems they get a resolution by getting the attention of somebody at Koodo who can help. I hope this works for me.

9 months ago

CaspercatBeginner

asked in Tips, Tricks & Troubleshooting

Texting issues

After 4+ years with Koodo and no problems I am suddenly having issues with sending texts. When texting the same person several times some will go through and others have to be resent. This just started yesterday and continues today. Is there an issue with Koodo? I have tried restarting my phone and it did nothing to help this problem.

9 months ago

Brennan_DelaneyBeginner

asked in Billing & Payments

Tab Payoff and Tab Bonus Payoff

A few question here for y'all: In late May, I upgraded my phone because it was damaged beyond repair, and I still had about five months to go in my contract. My phone bill last month was $67.80, which it said it would be. Well today, I got my phone bill for the month of July, and it's $355.63. My plan costs $60, but I also have a $50 Tab Payoff - Upgrade charge, as well as a Tab Bonus Payoff - Upgrade charge worth $185.39. When I upgraded, the Tab Bonus said $10. I just have a few questions: What will my phone bill be for the month of August? Is the Tab Payoff and the Tab Bonus Payoff just a one time charge? If it the Tab Bonus Payoff charge just a one time payment is there any way to split the charge over two months? Thanks!

9 months ago

brambleblueBeginner

asked in Purchases & Returns

Question about phone upgrade and SIM card blues

Hi. I made a big idiot mistake when I picked up a new phone upgrade - which is to say I inserted the provided SIM card directly to the slot without the tray. Bad case of skipping important steps.It’s pretty snug in there, and so far the places I’ve reached out to have said the best they can do is try to pull it from the outside because of the way the phone model is made (Pixel 6a). I don’t see that working.I purchased the phone as an upgrade to my current one (also with Koodo). To be clear the old one works, it’s just sluggish with apps. That being the case: I’m not fully savvy on the upgrade process - theoretically, would my old phone be able to continue to function as my phone as-is, if the new one cannot be fixed? Or am I going to one day find out that my phone number has been “transferred” to a phone that hasn’t been properly activated?Basically- if the phone number is going to stay indefinitely on the old device, I will have more time to try to find someone that could deal with a

9 months ago

MarieAnnLBBeginner

asked in Billing & Payments

Billing history beyond 18 months

Hi there, I know in self serve only 18 recent bills are available. I’m looking to retrieve past bills beyond 18 months, outside of self-serve. How can I speak to a customer representative that could send me my files? I will pay the fee if needed. Thank you

9 months ago

dj12opsConnector

asked in Other

Changed phone numbers however its still not activated/updated

Just like what the title says, i recently changed my phone number and it's still not activated. I cannot make or receive any calls/texts. Does anyone have a solution to this?

9 months ago

Purple JAmbassador

asked in Other

texting and phone calls issue

I have been with koodo for 12 years and have never had an issue, but the last 24-36 hours I have a problem calling and sending texts to other koodo customers. I can call.and text those not with koodo. Is telus/koodo having technical problems. I javelin the samsung S22 ultra. In fact , yesterday, June 11, I couldn't even access my voice mail. I am in windsor ontario, so I don't know if this is an ontario issue or not....I just want it fixed ASAP

9 months ago

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