Restoration of Phone Number

How long have you had not been being the bills? Are you on prepaid or postpaid? 

I haven't paid the bills for about 4 months. It's a postpaid account, and I can still log in to my account.

Hi there,

once a postpaid account is closed, you normally have 90 days after this point to potentially have the number and account restored and reactivated. If you don’t during this time period, the number is recycled into the pool of numbers for others to choose. 

edit: to confirm, where you can login to the self serve account are you sure it is cancelled? as it sounds like it was suspended due to non-payment, but you have now paid the bill. Meaning it would be active if that is the case. Were you sent a notice of cancellation? Did you pay a collection agency or did you pay Koodo?

Hi,

Thanks for your response.

When I log in to my Koodo Self Serve account, it clearly shows that my account is cancelled, not just suspended. It also mentions that I have access for a limited period after cancellation (around 90 days).

I have already paid the full outstanding amount directly to Koodo, not a collection agency.

The main issue I am facing is that I am unable to reach a live agent. The Koodo Assist chatbot is not allowing me to proceed to a representative, and the callback option is also not working because it only accepts my previous Koodo number, which is now inactive.

Because of this, I have no way to confirm the next step or request reactivation of my number within the 90-day window.

Could you please advise what the correct way is to reach support in this situation and whether my number can still be restored?

Thank you.

Are you still able to make calls with your Koodo SIM card? If so, you can try to dial #227 to speak with the billing department and see if they can restore your service.

Otherwise, you will need to schedule a callback through Koodo Assist and see if the rep is able to get back your old phone number. It is worth a try, but there are no guarantees. https://Koo.do/Chat 

To get around your issue, you can download an app that can make or receive calls, such as Fongo, and schedule a callback to that number instead.

I see! In that case yes, you have 90 days to reactivate the account. You do need to reach a rep.

When going through Koodo assist, you do not need to be a customer to schedule a call and you can schedule the call to a different number. I would suggest you continue with Koodo assist but by trying “I am not a Koodo Customer” just to schedule the call. Once the rep contacts you, you can explain you would like to reactivate the account.