Transitioning devices after stolen phone

Question

My Google Pixel 10 Pro Fold was stolen last night, and I bought a new phone (a new device). I'm having trouble getting a hold of somebody to issue a new e-SIM card. I don't want to suspend my service because there's less than a day's gap, and I can't get through virtual assist. They tell us to call Rakuto's phone number because there's no option for stolen phones.

MilkyWay · Accepted Answer

You need to connect with a rep through Koodo Assist to report your phone and suspend your service. I would suggest you to download an app that can make or receive calls from Canada, such as Fongo, and schedule a callback to that number instead. https://www.koodomobile.com/en/help/reporting-your-lost-or-stolen-phone

It is important to note that you will still be charged monthly fees and you will be responsible for paying your bill, and you will continue to pay your Tab charge while your service is suspended.

You should be able to get a replacement SIM card or eSIM on your Self-Serve account. Once you receive it, you can transfer your phone number. https://www.koodomobile.com/en/help/koodo-sim-support

Dennis · Answer

They tell us to call Rakuto's phone number because there's no option for stolen phones.

Who is telling you this?

And who is Rakuto?

I recommend you follow the esim guide here

https://www.koodomobile.com/en/help/esim-and-esim-vouchers?srsltid=AfmBOoo8gNNnTdqWiPuRLhdH1vxft58coDBrVmB9Ev2fmi18SAYlQ7LV

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