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Unregistered sim since phone change


Purchased 2 s6's yesterday evening at the local store, since we left the store on the way home we keep both intermittently getting unregistered sim errors on both devices. I though possibly they forgot to activate them in store so we changed them online through self serve. Left my device off overnight after changing mine and when getting up for work it said koodo but by the time I get to the car its unregistered again. This has been happening to both devices not just the one, so I checked online self serve again and it was registering my old sim card again instead of the new one. We changed them again and after a few hours it changes back to my old sim card number. Each time it happens I wait a few hours to use the device again but continues to happen is there an outage on koodo's side that keeps changing the sims back again?

9 replies

Userlevel 7
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Hmm...swapping Sims online is supposed to be disabled and you're supposed to call 611 to do it. I'd give that a try and see if it still happens.
Userlevel 7
Badge +4
Goran wrote:

Hmm...swapping Sims online is supposed to be disabled and you're supposed to call 611 to do it. I...

The service came back yesterday 🙂

But SIM number shouldn't switch back like this. I'll check it later too.
Goran wrote:

Hmm...swapping Sims online is supposed to be disabled and you're supposed to call 611 to do it. I...

going to give 611 a call and get them to update it and see what happens from there thanks 🙂 the sim change seemed to have worked for a while so was confused...not open yet never mind >.<
Goran wrote:

Hmm...swapping Sims online is supposed to be disabled and you're supposed to call 611 to do it. I...

called tech support and they said my sim can no longer be used now since it was previously used and changed? not sure how this has happened, if i go into store would we have to pay for a new sim for this issue? we just got them yesterday
Userlevel 7
Badge +4
Goran wrote:

Hmm...swapping Sims online is supposed to be disabled and you're supposed to call 611 to do it. I...

I'm confused...  
Are you prepaid or postpaid/monthly customer?

You bought a brand new SIM yesterday and activated. But tech support told you it was previously used? 
I would go back to the store with the receipt(There should be a SIM card # on it), and ask them exchange it.

Goran wrote:

Hmm...swapping Sims online is supposed to be disabled and you're supposed to call 611 to do it. I...

It's a postpaid account, they said it was previously used on another number and cannot be used on mine or any other number again because of it but it had worked on my number for a few hours at most then suddenly stopped registering it, currently my old phone and sim are back online which helps but I would like to be able to use the new phone i just bought 😞
Userlevel 7
Badge +4
Goran wrote:

Hmm...swapping Sims online is supposed to be disabled and you're supposed to call 611 to do it. I...

What is your old phone and what SIM size?

Goran wrote:

Hmm...swapping Sims online is supposed to be disabled and you're supposed to call 611 to do it. I...

note 2 with a micro or gba sim size i believe it was
Userlevel 7
Badge +4
Goran wrote:

Hmm...swapping Sims online is supposed to be disabled and you're supposed to call 611 to do it. I...

Ok. So you bought S6 yesterday and you activated brand new nano SIM through self serve. But somehow,  it changes back to your old micro SIM card number by itself.  Then Tech support told you  that your nano SIM  was previously used...? 

It doesn't make sense.
Did those nano SIM cards came with S6?  
Or you had them before?  The system doesn't allow you to upgrade your SIM if it was expired or was used under different number when you clicked "Submit".

BTW, you can reactivate your old SIM card if it's a postpaid , within 90 days and under your(same) number.

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