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positive tab (credit) tab balance it breaks self serve in the following of ways.


If you have an old positive tab (credit) tab balance it breaks self serve in the following of ways.

These are accounts from when tabs did not stop at $0, before BYOD. 

They have positive credits in the system.

  • Under tab balance, your positive balance is shown as negative and you can "pay" it off presumably doubling the credit.  You can still see it is positive by looking at tab history.
  • You cannot select any BYOD plans since you have a non zero tab
  • Self serve attempts to force you to upgrade your phone and select a tab plan every time you log in.

Credit displayed as balance

 

 

 

Tab history

 


13 replies

It also appears you can not use the tab credit towards a phone purchase. 

 

I called and put a ticket in, but not sure the gentlemen understood me.

Userlevel 7
Badge +4

Strange it forces you on a tab plan, though they're identical to byob anyways, minus the tab. This is strange as I thought a couple years back it got put in as a 150 dollar credit. At any rate, I hope that it works out for you. If you don't end up getting it fixed you can message here again and we can flag a Rep to assist.

Userlevel 7
Badge +4

This must be glitch. Your screenshot said that date is 2014...? Did you just check your Tab balance and showing you this date?

Hello Sean. Please contact us at your earliest convenience using https://m.me/Koodo . We’ll have a look together on the account and provide with the best info and solutions. Val

2014 was the last time credit was added, when I found out about BYOD and changed the account to no tab.  I have never purchased a phone with Koodo.

I tried the message link but after 5 hours it has still not responded, I will update if it is fixed or changed.

Florina from support appears to have resolved the issue. 

She “waived” the positive tab balances, so the tab balance is zero $0 and the problems appear to be fixed. The interfaces appear to be working correctly now that the tab balance is zero.

She says the credit is still in system to be applied on non-retail purchases of phones (tab purchases of phones).

Userlevel 7
Badge +4

@seangoggin What actually happened is we  ran an overnight script. Thanks for bringing this to our attention!! When we did look into there were a few hundred customers’ account that had this “glitch”. Team released a patch that fixed the issue and indeed your positive tab was converted into an offer of the same value. 

Thank you

I can see the increase Tab Bonus which includes the amount.  

Tab Bonus appears to be the normal discount on the phone (bulk purchase discount?) and any positive tab bonus. 

So if you shop phones without logging in a Nexus 3a has a 76 dollar Tab Bonus and an iPhone 6 SE has about a $100 Tab Bonus.  If your prior positive tab rounded up to $100.  You will see a $176 Tab Bonus for the Nexus and a $200 Tab Bonus on the iPhone when you log in.   

Tab bonuses only apply to Tab plans phone purchases so not a retail purchase.  Also, tabs are per line so, with multiple lines, the tab amount varies per line if you have multiple numbers on the same account (as I do).

One bug remains, but there is a workaround.  If you shop plans, you will not see BYOD plans, but you can also change rate plans from self-serve under view rate plan and all the eligible plans are listed there. 

I will have to confirm in a month with BYOD offers

I think there is a remaining self serve problem 

I waited until the new billing cycle.

There is still no BYOB plans under Shop plans and Change my Plans causes the screen to go all black after a few seconds.   Change my Plan in the left column never loads my current before going all black.   I think I may not be able to select a plan under Change my Plans.   I will have to wait until a billing cycle with a plan I can switch to and find out.

 

If I do not login I see BYOD plans under Shop Plans.

If I login I see no BYOD plans under Shop Plans under either line, only plans with tabs.

If I login and goto Change my Plan I can only get options to change to $60 8GB or $40 1GB ($45 under BYOD) , briefly, then the screen is set to all black before the current plan is loaded.

Userlevel 7
Badge +4

I think there is a remaining self serve problem 

I waited until the new billing cycle.

There is still no BYOB plans under Shop plans and Change my Plans causes the screen to go all black after a few seconds.   Change my Plan in the left column never loads my current before going all black.   I think I may not be able to select a plan under Change my Plans.   I will have to wait until a billing cycle with a plan I can switch to and find out.

 

If I do not login I see BYOD plans under Shop Plans.

If I login I see no BYOD plans under Shop Plans under either line, only plans with tabs.

If I login and goto Change my Plan I can only get options to change to $60 8GB or $40 1GB ($45 under BYOD) , briefly, then the screen is set to all black before the current plan is loaded.

Your positive tab could be confusing the system into thinking that you have a tab and dont quailfy for a no tab plan.

 

I would contact Koodo to get them to correct this.  Your best bet would be to send them a private message via facebook or twitter.  Or you can also request a callback via Koodo assist.

I agree

 

yesterday I filed a ticket #IN0000014691488

I have the same issue I believe.  A long time Koodo customer from when you used to “earn” a tab credit for use towards future phones.  

Unbeknownst to me, my positive tab balance was waived in July 2020 and converted to an offer of 100.  Koodo rep has just informed me that I cannot use this in conjunction with any of the other ongoing promotions.  

This doesn’t sound right based on what I see above. .. am I missing something?  

 

Tx.

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