Skip to main content
Koodo Community
Community
Question

koodo Internet “order being Processed”

S

I signed up at a Koodo for internet two weeks ago. I was told the router and modem would be there within 5-7 business days. I see the subscription on my self-serve, but it’s set at Order being processed. Not sure what I should do. I already had to contact customer service cause I was charged my processing fee twice. I mentioned it to them, they told me to wait and they would check back in with me in a week.

I received the email to say my order was approved, but nothing in shipping info or anything.

I also noticed the day I signed up that I was charged the price for the internet. But I’m not even set up yet aha.

 

How long should I wait?

 

Thanks in advance!

Did this help you find an answer to your question?

4 replies

Dinh
Forum|alt.badge.img+4
  • Dinh
  • Mobile Master
  • 17359 replies
  • March 29, 2025

Is the email of order approval was sent out today? It is weekend, the hardware team might not working. I would suggest you wait until next week.

Regarding the fee. You should only be charged when they sent out the activation notice. I am not sure why you were charged twice. Did the money show up as “actual charge” or was it just “pending” in the credit card statement?

A Koodo customer, opinions are my own.
S
  • Shannon.P
  • Author
  • Beginner
  • 2 replies
  • March 30, 2025

I got the email the day we ordered the internet (March 16th) to show the order was confirmed and nothing since.

 

the fee was because we signed up for phone plans coming from another company. The activation fee. We were given an option of paying the $70 fee the day we signed up (March 16th.) or waiting for it to be put on our first bill. We decided to do it the day of, but they also charged us on our first billing. So I had to call to get them to fix it. 
I mentioned having not received any shipping info or anything for our Internet since we signed up for phone and internet, when I was on the phone with customer service and they told me to wait (this was on Wednesday) another 7 business days.

Dinh
Forum|alt.badge.img+4
  • Dinh
  • Mobile Master
  • 17359 replies
  • March 30, 2025
Shannon.P wrote:

I got the email the day we ordered the internet (March 16th) to show the order was confirmed and nothing since.

 

the fee was because we signed up for phone plans coming from another company. The activation fee. We were given an option of paying the $70 fee the day we signed up (March 16th.) or waiting for it to be put on our first bill. We decided to do it the day of, but they also charged us on our first billing. So I had to call to get them to fix it. 
I mentioned having not received any shipping info or anything for our Internet since we signed up for phone and internet, when I was on the phone with customer service and they told me to wait (this was on Wednesday) another 7 business days.

Phone and internet are 2 separated team though. 

I assume you order with the help of a rep, which phone did you order?. Some phone might take a week or so for them to send out.

Regarding the internet, support over the forum is limited, you would have to schedule a call back and ask them. I assume it is Koodo internet and not Telus?

 

A Koodo customer, opinions are my own.
S
  • Shannon.P
  • Author
  • Beginner
  • 2 replies
  • March 30, 2025

I did a BYOP, so all phone stuff is fine and taken care of at this point.

 

just waiting on the internet and waiting for the modem and router to even ship ahah. We did everything at a kiosk with a rep for Koodo. I’ll wait for a week day to see about the call back though.

Reply


Terms & Conditions
Koodo Community