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Unable to change plans in Self Serve - Next billing cycle error message


Userlevel 7
Badge +4

Hey there! Some customers are being affected by a planned system maintenance that is preventing rate plans from being changed on Self-Serve.

Affected customers will see the following error message when attempting to change rate plans: "A rate plan change is scheduled for {0}. You can change your rate plan after that date, and it will come into effect in your next billing cycle."

 

We have identified the issue, however impacted customers will continue to see the error until a new invoice is generated. Customers looking to have their rate plan changed sooner will need help from a Rep who will be able to change their plan manually based on eligibility requirements.

A rep can be contacted by scheduling a callback though our digital rep at https://koo.do/Chat OR sending us a private message through Facebook at https://m.me/Koodo


12 replies

Wish I had seen this message yesterday.  It’s been frustrating trying to change my plan. 

A phone on my plan was showing this a few weeks ago. I just tried again yesterday (which is 2 days after my monthly billing cycle date), and now it says I can’t change the plan until the NEXT billing cycle date. Even though I didn’t change anything on the plan in the last few weeks.

Is there a way to reset the account so I CAN change the base plan online?

Userlevel 7
Badge +4

I’d suggest contacting a rep

I found about this issue 2 days ago when trying to change my plan. This option of “scheduling a callback though our digital rep at https://koo.do/Chat “ is useless. I have “scheduled” 3 times and no rep has call me back.

I hope the Facebook thing works.

I did not expect Koodo to become a joke company.

Userlevel 7
Badge +4

I found about this issue 2 days ago when trying to change my plan. This option of “scheduling a callback though our digital rep at https://koo.do/Chat “ is useless. I have “scheduled” 3 times and no rep has call me back.

I hope the Facebook thing works.

I did not expect Koodo to become a joke company.

If you are not receiving a call back it could be because you blocked koodo's number

I found about this issue 2 days ago when trying to change my plan. This option of “scheduling a callback though our digital rep at https://koo.do/Chat “ is useless. I have “scheduled” 3 times and no rep has call me back.

I hope the Facebook thing works.

I did not expect Koodo to become a joke company.

If you are not receiving a call back it could be because you blocked koodo's number

No, I checked all the blocked numbers in my phone. That number is not blocked.

I checked 3 times.

I found about this issue 2 days ago when trying to change my plan. This option of “scheduling a callback though our digital rep at https://koo.do/Chat “ is useless. I have “scheduled” 3 times and no rep has call me back.

I hope the Facebook thing works.

I did not expect Koodo to become a joke company.

If you are not receiving a call back it could be because you blocked koodo's number

Does this look like a blocked number? I don't think so.

 

Userlevel 7
Badge +4

I can't recall koodo's callback number. Do you have any other 1800 numbers blocked? 

I can't recall koodo's callback number. Do you have any other 1800 numbers blocked? 

I can't recall koodo's callback number. Do you have any other 1800 numbers blocked? 

Well, if starts with 1 800, I do have 3 blocked. Going to unblock those, just in case.

I’m also experiencing this error and I’m not having any luck finding a solution. The bot just sent me around in circles and never scheduled a call. When I contracted a rep on Facebook, they stopped responding immediately after I confirmed my account. It has been two days. 

I’m also experiencing this error and I’m not having any luck finding a solution. The bot just sent me around in circles and never scheduled a call. When I contracted a rep on Facebook, they stopped responding immediately after I confirmed my account. It has been two days. 

Ok, after my fourth try (four days trying scheduling), a rep finally call me today and was able to change my plan.

Be very patient, this schedule callback has no guarantee that will happen on the next day.

I can't recall koodo's callback number. Do you have any other 1800 numbers blocked? 

Just FYI, the number the rep call me, was never in my blocked list. The rep was able to call me without any issues.

But thanks for the help.

 

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