Mobile Number Recovery

Are you postpaid or prepaid, and how long ago did you pay? If the line was suspended for non-payment it normally comes back once the payment posts, but if it was already cancelled the number may not be recoverable and rejoining Koodo can mean registering as a new customer.

As well, how did you pay? A payment made through your bank takes a few business days to reach Koodo, so it may not have posted yet.

For non-payment, you can also dialing #227 from the Koodo phone, which works even while the line is suspended. 

I paid the amount over a month and a half ago. A debt collector told me the Koodo issue could be reviewed within ten days. I called them, and the employee who answered said he had resolved it on his end. After that, I went to several branches, and they all said it wasn't possible. A minute later, I told them what the Koodo representative had told me on the phone when I called—that it was possible to buy the number again. I told him it didn't matter as long as it was the same number, but the branch employees said it wasn't possible.

When a Koodo account is initially cancelled / closed, you have 90 days if you choose to schedule a call with a Koodo rep to reactivate the account, keeping your phone number. In the case of outstanding balances, these have to be paid before the account is reactivated. Once the account goes to collections, the possibility of number retrieval becomes unlikely as this 90 day grace period has usually already passed. Once passed, you would need to sign up to Koodo as a new user and can no longer reactivate the previous account.

After the 90 days is up, your phone number goes into a pool of numbers for reps to choose from to then sell to new customers. This is why it is less likely to retrieve the number as it is available for reps to sell any time. If the phone number has been assigned to a new user already, then they will not be able to get it back for you to use. By the sounds of things from the branch reps, that is the case. If the number was still available in the number pool, then a branch rep would have been able to give you the number.

You can try scheduling another callback with a rep through Koodo assist for one last check of the number, they will be able to see more than the store reps can and can tell you if the number has been re-assigned, just not to who, or if the number is being held for you since your last call. If the number has been assigned to another Koodo user, then it is theirs and to return to Koodo you will need to activate as a new user and receive a new number. Koodo assist can be found here to schedule a call: Support Homepage | Koodo Mobile