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Changed my plan, lost Five Essentials add-on and cannot add it back via Self Serve.


I had an old $20 plan with 200 minutes and 50 text messages, along with $10 five essential add-on. I just added the promotional plan of $25 with 100 min and unlimited text messages. When I click on the Five Essentials link at the bottom of the Self-serve page, the next page says I longer have five essentials on my account and gives me a link to add it. When I click on the link, it takes me to the Add-ons tab, but five essentials is not listed. When I also click on add/remove/change add-on "helpful link" on the Self-serve home page, the Five Essentials is also not listed. I have been using five essentials and had an 25% EPP discount since 2008. I am so upset that I might have lost these (even though Andrew from Yorkdale Mall said I should be able to keep my add-on and discount) 😞 I don't want to pay an extra $10 to try and call CS. If I can't get them back, I will switch to fido or virgin... they also have the same promotional plans. Its cheaper to just buy out a phone, even with my positive tab.

11 replies

Userlevel 7
Badge +4
You won't be able to do any of this on-line or through this forum, so there should not be any service charge to call customer service. They are the only folks who may be able to help.

Doubtful on their ability to roll back to your original plan, but you do at least have the name of an employee who said you could, and they might be willing to take that into consideration. Best to call them ASAP so they can see it's a genuine error and not buyer's remorse a ways down the road...
Userlevel 7
Badge +4
Even with your EPP discount Virgin or Fido is cheaper?
Paul "Kid Android" Deschamps wrote:

Even with your EPP discount Virgin or Fido is cheaper?

No. If I can still get my EPP discount, then Koodo would be cheaper. But Fido is offering the same $45 1GB promo plan and I can use my other phone with them.
Userlevel 7
Badge +4
$25 plan includes LOCAL 100 minutes. and if you could 5 essential back on, it's $10  
= $35/mo for 100 LOCAL min + unlimited call for those 5 numbers.

There is a Canada-wide Talk & Text promo plan: $35 for Unlimited Canada-wide minutes and texts
I think this promo makes better sense in your case.
Userlevel 7
Mayumi wrote:

$25 plan includes LOCAL 100 minutes. and if you could 5 essential back on, it's $10  
= $35/...

this is why Mayumi rocks! ^^^^^^^^^^^^^
Userlevel 7
Badge +4
Mayumi wrote:

$25 plan includes LOCAL 100 minutes. and if you could 5 essential back on, it's $10  
= $35/...

I wish I could "Love" your comment a million times  :D
Userlevel 7
Badge +4
Mayumi wrote:

$25 plan includes LOCAL 100 minutes. and if you could 5 essential back on, it's $10  
= $35/...

You have until tomorrow to take advantage of it, so hop on quick, Susanna! I fully agree with Mayumi that you want to instead jump on the 35 dollar Canada-wide talk and text promo.
Userlevel 2
Hi Guys! I also checked my account just now. I guess Koodo must have removed 5 Essentials add-on quietly. I am now still staying with Canada-wide Data Double 45 Plan (400 minutes, 1GB, unlimited global text and unlimited incoming calls). 5 Essential used to be in the add-on list for selection, but now it disappeared, which means you won't be able to add it any longer if you remove it or change plan.
Userlevel 7
Badge +4
I guess add-ons auto-reset once you change plans?
Userlevel 2
Goran wrote:

I guess add-ons auto-reset once you change plans?

Exactly. Even if you stay with a grandfather plan without 5 Essentials add-on, you won't be able to add it now as it has been removed from the list.
Userlevel 7
Badge +4
Goran wrote:

I guess add-ons auto-reset once you change plans?

I'm glad that it at least stays on if you don't change anything, though it would be nice to keep add-ons unless you get rid of them. When I was with Telus, I had couple freebies, + 6GB data added to an EPP plan and was told that when my contract would end I would lose all my add-ons. That was very annoying. That's when I switched to Koodo. Sure showed them!

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