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I'm trying to change my phone number, but it's telling me I can't because my account number is incorrect. I've verified that it's correct.


When I try to change my phone number on selfserve it's telling me that I gave an incorrect account number. I got it from selfserve, and I called 611 and verified it was the right number. How is there no support except during business hours? This is ridiculous, I can't get help fixing my problem when it's convenient for me. There's not even any virtual support. This is irritating enough to make me switch providers.

10 replies

Userlevel 5
you can private message Koodo on Facebook or Twitter. So yes there is "virtual" support.
Daniel Hryb wrote:

you can private message Koodo on Facebook or Twitter. So yes there is "virtual" support.

So I have to use social media for their support? That's absurd. That's worse than nothing.
Userlevel 5
Daniel Hryb wrote:

you can private message Koodo on Facebook or Twitter. So yes there is "virtual" support.

You don't have to, you can dial *611 from your phone as well. Most things you can also do from self serve, but I understand that you are having troubles with that right now. In this instance, calling *611 or private messaging Koodo is the best option, but yes, you will have to wait during business hours, but I believe they are open late, till 9pm local time.
Userlevel 7
Badge +4
Daniel Hryb wrote:

you can private message Koodo on Facebook or Twitter. So yes there is "virtual" support.

We are predominantly a self serve brand as you might know Troy. And only open during regular business hours. It's not for everyone, I agree, if  24/7 service is what you are looking for we may indeed not be the best service for you. :-( 

That said, you should be able to change your number online. I see your account number although I don't see what you are entering. 
Daniel Hryb wrote:

you can private message Koodo on Facebook or Twitter. So yes there is "virtual" support.

Except when I call 611 it sends me through a bunch of options then tells me to call back during regular business hours. So it wasted my time before telling me it can't help me. I entered my account number. The same one I got from my self serve page and the same one I got from 611. Other phone companies have 24/7 support, you realize that right? Why do I have to jump through hoops to solve my problem with koodo?
Userlevel 7
Badge +4
Daniel Hryb wrote:

you can private message Koodo on Facebook or Twitter. So yes there is "virtual" support.

Where does it ask you to enter your account number?
Are you trying to port in your old number from different provider?  If so, you have to enter that account number.

If you log in and go to "change number" , then you can just search and pick number.
Userlevel 7
Badge +4
Daniel Hryb wrote:

you can private message Koodo on Facebook or Twitter. So yes there is "virtual" support.

All carriers use social media now as an option and most companies are using it in general too. I get the aversion to companies jsing social media for customer support but at the same time I don't as well. Most Canadians use it and doesn't require new registration for online help.

Telus only has 24/7 technical support.

Rogers only has 24/7 support via social media.

Bell isn't clear if it's chat support is 24/7 or not but you cannot call past 9pm like any other carrier.

Fido only has 24/7 technical support

Virgin is just as obtuse as its parent company.

Freedom isn't 24/7.

Changing phone numbers doesn't count as technical support afaik so it's highly unlikely that you'd get help elsewhere past 9pm as well. Well, Freedom goes to 10pm. That's about it.
Userlevel 7
Badge +4
Daniel Hryb wrote:

you can private message Koodo on Facebook or Twitter. So yes there is "virtual" support.

Mayumi is also correct in saying that account number is not required to have the phone number changed. Once you are logged in it's just a couple of steps. 
Userlevel 2
The facebook support used to be good, but now it is almost as bad as the phone service. You are lucky if they get back to you the same day.
Userlevel 7
Lily Ellis wrote:

The facebook support used to be good, but now it is almost as bad as the phone service. You are l...

I think it's the same people, those who take calls also take fb messages. They get back to you as soon as possible, at least on FB you don't have to sit there and wait and can move on to other things.

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