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some kind of block on one of our phones on our account


we have two phones on our account. One phone I can add monthly add-ons on the website and via the Koodo app, but the other one seems blocked on both. Any idea why?

7 replies

Userlevel 4
Hi Glynn!

That's odd. You should indeed be able to see your second number on the Self Serve. 

Can you tell us what error message you see when you try to access the second number. A screen-shot would also help. 

Keep us updated 🙂

 
Daniel wrote:

Hi Glynn!

That's odd. You should indeed be able to see your second number on the Self Serve.&nbs...

ok accessing self-serve on my pc, I attempt to add international voice roaming to my monthly add-ons.  I did tihis successfully with our other phone.  But the error message is "Your plan is not eligible to be changed at this time. (PPI-6)"    I dont recall what the message is using my phone via the app but same result, cannot add it.   
Userlevel 7
Badge +4
Daniel wrote:

Hi Glynn!

That's odd. You should indeed be able to see your second number on the Self Serve.&nbs...

What is the plan you have? Is it prepaid?
Daniel wrote:

Hi Glynn!

That's odd. You should indeed be able to see your second number on the Self Serve.&nbs...

no, monthly

Userlevel 7
Badge +4
Daniel wrote:

Hi Glynn!

That's odd. You should indeed be able to see your second number on the Self Serve.&nbs...

Those 2 phones/lines under one account(1 bill for both lines) or separate account(2 bills)?
If its separate account, 2nd line is under the spending limit program...?
Daniel wrote:

Hi Glynn!

That's odd. You should indeed be able to see your second number on the Self Serve.&nbs...

one bill : one account# with two users/lines on it
Userlevel 7
Badge +4
Daniel wrote:

Hi Glynn!

That's odd. You should indeed be able to see your second number on the Self Serve.&nbs...

Ok. I just tried to add "international voice roaming add on" through ss on  pc and app on the phone.
I have 4 lines under one account, and I could add it on 2 lines, but the other 2 had same message as yours.
It should be system glitch.
Their new "Roaming add on" should activate/included international voice roaming, when you added it tho.
But some ppl complained it didn't work...
I would call Koodo to add  "International voice roaming add on", or ask them if "Roaming add on" works without it.
*611 from your Koodo phone. There is no charge for this since you can't do it through self serve. (you have to tell them you tried and you got error message)

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