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unregistered sim


Got a monthly plan set up at the store today, guy said he did everything for me should have service in 15mins. Its been hours and it still says unregistered sim. Tried registering it online and it says account could not be found. Tried calling and hung up after waiting 45mins to talk to someone and getting no answer.

12 replies

Userlevel 7
Hi Mallory,

I would recommend shutting the phone down, removing the SIM and battery if possible for a few minutes. Re-assemble the phone and see if it works. If it does not, return to the kiosk you bought the phone at yesterday. There should be no reason that it should take so long to get registered on the network, in fact I'm surprised he let you leave before the phone saw the network. 
Userlevel 7
Where did you get your phone btw?
I was previously a Koodo prepaid customer kept my same phone and number just switched to a monthly plan. Thanks I will go back in to the kiosk tomorrow.
Userlevel 7
Mallory Steele wrote:

I was previously a Koodo prepaid customer kept my same phone and number just switched to a monthl...

Did you get a new sim card before you switched from prepaid?
Userlevel 7
Badge +4
Mallory Steele wrote:

I was previously a Koodo prepaid customer kept my same phone and number just switched to a monthl...

You now have to call in to get any SIM change done. It's a new undocumented feature, even if you have the right gear.
Mallory Steele wrote:

I was previously a Koodo prepaid customer kept my same phone and number just switched to a monthl...

Yes I did get a new sim card, wasn't making changes to my old old one. 
Went into the kiosk today to see if they could find out why the new sim was saying unregistered and turns out the guy who set me up yesterday didn't actually register my account. I signed all the paperwork he put the new sim card (which I paid for) in my phone and that was it. So they had to start from scratch signing me up today. The deal I got yesterday for $40 is no longer available and now it costs $50 a month they would not give me the deal I signed up for yesterday. So frustrated right now! Don't see why I should have to pay for an employees mistake.
Userlevel 7
Badge +4
Mallory Steele wrote:

I was previously a Koodo prepaid customer kept my same phone and number just switched to a monthl...

If you buy a new sim and sign up for a new plan yesterday, they should give you a paperwork.  (They always do)
Did you show it to them?
Mallory Steele wrote:

I was previously a Koodo prepaid customer kept my same phone and number just switched to a monthl...

I didn't have the paperwork with me because I was expecting it to be a simple fix. But the guy who signed me up yesterday was working again today and he remembered me and said that I did sign an agreement, but the guy helping me today didn't seem to care. Going back in tonight with my agreement, hopefully someone there can help me. 
Userlevel 7
Badge +4
Mallory Steele wrote:

I was previously a Koodo prepaid customer kept my same phone and number just switched to a monthl...

If you signed agreement yesterday, they have to give you that deal.
If not, I would call customer care on the spot and insist to get you deal.

Userlevel 7
Badge +4
Mallory Steele wrote:

I was previously a Koodo prepaid customer kept my same phone and number just switched to a monthl...

If you get any grief from those reps, consider sending a private email to head office with both their names, since your facts have been well documented here since yesterday. That ain't no way to treat a lady... or anyone

https://secure.koodomobile.com/account/appmanager/support/contactus

Mallory Steele wrote:

I was previously a Koodo prepaid customer kept my same phone and number just switched to a monthl...

Ya just emailed a very long complaint. I guess the extremely rude and unhelpful employee I dealt with earlier was actually the store manager! Luckily I got someone more helpful when I went back in with my paperwork. I now have a working sim but they had to give me a new phone number 😞 and I am waiting on a call from customer service to confirm if they will honor the rate on my original agreement.....not the kind of service I was expecting as a new customer, hope it gets better
Userlevel 7
Badge +4
Mallory Steele wrote:

I was previously a Koodo prepaid customer kept my same phone and number just switched to a monthl...

It can only improve from here. Sorry you got off to a rocky start.

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