Unable to add adds on and unable to reach representative

Hi there,

This has been a common issue lately. Fortunately, you can get help on here. 🙂

Can you see if you can add a different perk? If it allows you to, are you then able to go in and change the perk to the one you want? Others have found this to work in the past. Also make sure to turn off any VPN’s you might have as this can conflict with self serve.

If that does not work, I can flag a rep on here to see if they can add the perk. On that note, which perk were you looking to get?

no its not working. I am trying to add international calling perk. I have 2 phone numbers under  my account. I could not able to add for both of them. 

Ok, thanks for trying. In that case I will flag a rep on here to attempt to add the unlimited long distance perk pack to the lines on your account.

Just make sure you’re logged into the community using your self serve credentials and they should be able to give it a try.

If it does not work for them, they can reach out to their technical team to assist. They will respond here as I have. 🙂

​@Justintime.roy 

Unfortunately, we were unable to add the perk from our end, however, we have submitted a request and the perk will be added in the backed for the two lines within 3 business days.

Please note that the perk will come into effect as of next billin cycle.

We thank you for your patience and we apologize for the inconvenience created!

Does it mean I can use the international calling after 14th May becasue thats my date of bill?

Indeed, the perk would come into effect once the new billing cycle starts.

https://www.koodomobile.com/en/help/koodos-pick-your-perk-plans

6. Will I be able to change my perk?

You can change up your perk from month to month in Self Serve. Heads up: this change will take effect at the start of your next bill cycle.

Also, I need to verify my plan because it shows way higher on self serve than what I had signed up for when I moved to Koodo. However, I could not get the answer from Auto Assist. How can I reach out to live representative?

​@Justintime.roy 

We might be able to help here on the community if you would like to share more info regarding the plan and the last two digits of the phone number in questions or if you prefer, we can send you a PM, please let us know.

all 3 phone numbers under my account.  ends with 51, 61 and 24. You can send me a msg on phone number ends with 51 for all 3 numbers. I need to verify of my monthly plan bill for all 3 numbers. 

What plan did you sign up for and what is shown?  Is the difference only the price?

all 3 phone numbers under my account.  ends with 51, 61 and 24. You can send me a msg on phone number ends with 51 for all 3 numbers. I need to verify of my monthly plan bill for all 3 numbers. 

so, How would i get info about my plan. Not the one that is showing online becasue this is not what I have signed for. this is frustrating that you dont have direct phone number to chat. 

What did you intend to sign up for?  Do you know what you intended to signup for?  If you dont remember, (how do you know it’s wrong?) you can log out of everything and then visit the Koodo main webpage to see the currently available plans

And when you looked in your self serve, what plan did you get?

I know what i had signed up for. $25 plan for phone number ends with 61 and $27 plan for phone number ends with 24. But it is showing $50 and $45 for those number respectively on self server which is not right. I just want to verify that. Although, services appear to be fine what shows under each phone number on self server page.

What province are you in?  I check the Quebec and non-Quebec plans and there is a $25 starter plan with pay per use data, but I am not seeing a $27 plan that is available to sign up for as a new customer

https://www.koodomobile.com/en/shop/mobility/bring-your-own-phone?INTCMP=KMNew_NavMenu_Shop_Plans

27$ plan what i got on my personal email. It was 40$ plan, but after auto pay , i got $10 discount and there was additional 10% discount on $30 which comes down to 27$. But whats the point here. I am looking for someone who can look into my account and verify that info. There is no point to look into whatever its showing on website right now because thats for new customer not for the one who have already signed up and got the deal.

In that case, the discount and credit will appear in your detailed pdf ebill when it gets created.  The plan is still $40 but the invoice will show the discounts

​@Justintime.roy 

We have sent you a PM with more details, please check your community inbox when you get the chance.

Thank you so much for that. Really appreciate it. 

I have some questions about my bill, I am not sure  how can i reach out to you directly. But I am pasting here. On my current bill, I dont see the extra $10 discount for the bill  period between April 15th and May 14th for the line end with 8261, however I see the extra $10 discount for line ending with 1183 which is the same  number moved to line 8261,  also I dont see the auto pay discount for the bill period between Mar 20 and April 14th for the line ending with 1824, but only see 25% discount for that period. 

Can you also confirm that Perk for line end with 1824 has been added successfully. Because it is in the latest bill but I dont see on self serve dashboard. I am still getting the msg that my profile is 80% completed means I still need to add perk for line ending with 1824. The perk I am looking for unlimited international calling. 

Let me flag a rep for you again 

Hello ​@Justintime.roy  We verified the invoice and found the following. 

In regards to the $10 monthly credit ( Not autopay). The number 1183 was active when the credit activated and it was already applied on that number. As the number was changed to the 8261, the credit could not be moved or applied twice in the same cycle. It is shown on the invoice as on the number 1183 and will continue as normal from the next bill cycle, on the 8261. 

As for the $10 Autopay discount for the 1824 number. It is not present on the period of March 20 to April 14 as it is a partial period. Autopay credits are not applied on partial periods. More details can be found here. 

For the perk on the number 1824, we verified and the $0 Unlimited Long Distance Pack perk is not yet added. We completed a form request for the dedicated team to look into it and add it. It will take around 2-3 Business days for it to show up. You can check the Self Serve account after this period and keep us posted. 

Thankyou so much for taking time to review the bill. Really appreciate of  your help.