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Same SIM, new phone


I got a new phone, and put my old SIM card in the new phone. I want to update my phone info on Koodo self serve but it doesn't allow this type of change. Help?

13 replies

Userlevel 6
Are you the account holder? Meaning is your name on the account? And are you doing it under "swap phone'?
Yes, it is my account. "Swap phone" is the page I've gone to. I choose "upgrade my current phone" but then it wants a new SIM number. I put my existing SIM number in there and I get an error that the SIM number is in use.
Userlevel 6
Ruby Arnold wrote:

Yes, it is my account. "Swap phone" is the page I've gone to. I choose "upgrade my current phone"...

And it's the same size SIM card required for the new phone?
Ruby Arnold wrote:

Yes, it is my account. "Swap phone" is the page I've gone to. I choose "upgrade my current phone"...

No, it was a large one, and the new phone takes a micro SIM. I cut it into a micro SIM form. Everything works fine, I just wanted to update my account information.
Userlevel 6
Ruby Arnold wrote:

Yes, it is my account. "Swap phone" is the page I've gone to. I choose "upgrade my current phone"...

Hmmm...that maybe the root of the issue. If you are close to a koodo store they can probably fix it for you.
Userlevel 7
Ruby Arnold wrote:

Yes, it is my account. "Swap phone" is the page I've gone to. I choose "upgrade my current phone"...

Hi, this is automatically updated by the Koodo selfserve system. It may take a while to reflect the new device but doesn't have any impact on performance or billing.
Ruby Arnold wrote:

Yes, it is my account. "Swap phone" is the page I've gone to. I choose "upgrade my current phone"...

Hi Ruby!

Chad is right! There is no need to change your serial number in the system, it's done automatically. It's great if everything is working. Enjoy your new phone! :)

Have a nice week! 

Ruby Arnold wrote:

Yes, it is my account. "Swap phone" is the page I've gone to. I choose "upgrade my current phone"...

How long do you have to wait for the automatic provisioning? I got a new phone but forgot to bring my old phone with me to the Koodo booth. He said it would work when I put the old SIM into the new phone but it gives a "Not Provisioned" error.
Userlevel 7
Ruby Arnold wrote:

Yes, it is my account. "Swap phone" is the page I've gone to. I choose "upgrade my current phone"...

Hi richgr,

What kind of phone are you using? Have you restarted the phone? Did you perform a factory restore?

Also, in the future try not to revive old thread that have not been active and create a new one with all your relevant information!
Ruby Arnold wrote:

Yes, it is my account. "Swap phone" is the page I've gone to. I choose "upgrade my current phone"...

Hi Mathieu, Thanks for responding! Sorry about the old thread thing. Just put the new Alcatel Onetouch Idol 3 on my tab. Took the old SIM card out of my old Moto G (screen died after being dropped too many times). Koodo technician just gave us the phone on Saturday. Have restarted the phone numerous times. Not sure what difference a Factory Restore would make. Is that recommended? (While waiting for provisioning, I've set up the phone with all my settings and preferences.)
Userlevel 7
Ruby Arnold wrote:

Yes, it is my account. "Swap phone" is the page I've gone to. I choose "upgrade my current phone"...

Before a factory reset, turn the phone off and pull out the SIM card and let it sit for a few minutes then turn it back on. If it still does not work, I would recommend a factory reset.
Userlevel 7
Ruby Arnold wrote:

Yes, it is my account. "Swap phone" is the page I've gone to. I choose "upgrade my current phone"...

Log into slf serve and click phone services...change phone.

Compare the last four digits of the sim number with the last four of your sim card. If they don't match, click new sim card and enter your old sim number (unless its prepaid in which case you'll need a new sim). After fifteen minutes turn your phone back on and you should have service. I had a similar issue with a bestbuy kiosk, they had the wrong sim. In their system and it didn't match what I had in the phone.
Ruby Arnold wrote:

Yes, it is my account. "Swap phone" is the page I've gone to. I choose "upgrade my current phone"...

Chad, you win! Thank you! I should have checked those last 4 digits in Self-Serve, as they were obviously wrong. Embarrassed that I didn't think of this earlier. Thanks for all the help!

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