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New Phone - Billing Issues and Changing Phone Number

  • 15 April 2020
  • 4 replies
  • 1341 views

Hi,

I’ve recently purchased a new phone and plan through Koodo and have two issues that I can’t seem to resolve with the online assistant and can’t get in touch with anyone by calling *611.

  1. I’ve been charged from the time of placing the order on 1 April 2020, however I only received the phone on 14 April. I’m looking to have my bill amended to appropriately reflect when I received the phone and was able to start using it.
  2. I want to port my previous phone number to Koodo, however when I go through the Self Serve portal to manage my phone number, it states that the service is temporarily unavailable online and won’t let me change my number. How can I change my phone number?

Aside from sending Koodo a message on Facebook or Twitter, is there anything else I can do?

Thank you,

Cheryl

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Best answer by Dennis 16 April 2020, 00:17

Regarding the port please use Koodo assist and tell it that you are porting from a landline.  It should give you an option for a rep to call you back.  Koodo is currently having trouble during the pandemic porting landlines and will require intervention from a rep.

And since you are speaking with a rep you can discuss your billing issue regarding when you received yoru phone as well
https://www.koodomobile.com/en/help?autobots=rollout

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4 replies

Userlevel 7
Badge +4

A few questions.

 

Are you a new customer?

Did you receive your new phone on April 14 or is that just when you started using it?

Are you porting in a landline or cell number?

And is your email for the community the same as your login for self serve?  If so it is much easier for me to flag a rep to help you with the billing on your account.

Yes, new customer.

Received the phone on 14 April and started using it today, 15 April. 

Porting a landline.

Yes, same email for the community and my self serve login. There are two accounts with the email though, one for my husband and one for me. 

 

Thanks,

Cheryl

I’d like to add that I have already checked here to confirm that the landline is able to be moved.

https://secure.koodomobile.com/checktransfereligibilityparrot/default.do?lang=en&appname=otherpo

Userlevel 7
Badge +4

Regarding the port please use Koodo assist and tell it that you are porting from a landline.  It should give you an option for a rep to call you back.  Koodo is currently having trouble during the pandemic porting landlines and will require intervention from a rep.

And since you are speaking with a rep you can discuss your billing issue regarding when you received yoru phone as well
https://www.koodomobile.com/en/help?autobots=rollout

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