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Question

Cannot replace eSIM, cannot cancel service when outside of the country

  • 17 March 2023
  • 7 replies
  • 39 views
Randy Weinstein

I am in Portugal, and will not be in Canada again for at least a year.

I have lost my cellphone with my Koodo eSIM in it.
Koodo will only provide a new eSIM in a store in Canada.

There is no option on the Koodo Website to cancel service.

There is no phone number on the Koodo Website to talk to someone to cancel service.

There is only a callback service, that only works on Canadian numbers. My Canadian number is on the lost phone.  I do not have an active Canadian number.

So I can’t talk to Koodo to get a new eSIM, nor can I talk to Koodo to cancel my service.

I have to pay for a service I can’t use until I physically fly back to Canada? Is this legal?

7 replies

D
Userlevel 7
Badge +4

You are right, an esim can only be acquired in store.  If you have a friend or family in canada, you can have them get the esim for you  and send the image of the QR code to you.

 

Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
G
Userlevel 7
Badge +4

When you are out of country you are able to cancel your service via FB messenger or DM via Twitter. You also have the option to port out to a VoIP service to retain your number if you wish for free or almost free. But you'd need to have access for the sms to approve the port request. So I guess once you get the qr code setup then you can look into what you want to do.

Randy Weinstein

So basically, anyone can walk into a store in Canada, without ID, and purchase a piece of paper with a number on it, and I just plug that number into my phone and onto the koodo self serve website and it works?

D
Userlevel 7
Badge +4

So basically, anyone can walk into a store in Canada, without ID, and purchase a piece of paper with a number on it, and I just plug that number into my phone and onto the koodo self serve website and it works?

Yes.

The QR code for the esim is just like a blank sim.  Only once you scan it  and follow the instructions (like you did the first time you set up your esim) does it become active in the system and tied to your number.

https://www.koodomobile.com/en/help/esim-and-esim-vouchers

 

Note There is a fee for the esim.  Around $15-$20.

Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
Randy Weinstein

It seems like a convoluted and overly beurocratic proccess that I can’t just buy one online, and this is coming from someone who just moved to the EU!  I have to have someone random person buy a number on a piece of paper that I enter into a website. Why not just let me buy the number on the website?  Are you absolutely sure that the random person does not have to show id or something?

D
Userlevel 7
Badge +4

It seems like a convoluted and overly beurocratic proccess that I can’t just buy one online, and this is coming from someone who just moved to the EU!  I have to have someone random person buy a number on a piece of paper that I enter into a website. Why not just let me buy the number on the website?  Are you absolutely sure that the random person does not have to show id or something?

I agree.  the purpose of esim is that it should be easy and online only, but in canada, esim requires that silly printed QR code from instore.  The esim service is quite behind the times

And yes I am sure that no ID is required.  I have purchased a QR code in the past and all I had to do was pay by credit card.

Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
G
Userlevel 7
Badge +4

Yes it's an issue with how archaic it's done by Koodo. I do wish it was able to be done fully online but it's not set up as such yet.

Buying the esim is just like buying a physical Sim card. You have to then do a sim swap to have the sim associated with your line and no longer the old sim  

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