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Changing phones on self serve.


Hi, I had an iPhone 4 on Koodo. I recently gave that phone to my parents who started a new plan on Koodo, and I purchased an iPhone 4s for myself off Craigslist (that was compatible with Koodo). I took my SIM card out of the old phone and put it into my 4s, everything works fine. When I go on Koodo's website and try to change my phone, it asks me for my 'New SIM card number'. When I punch in my SIM card #, it says 'this equipment is already in use'. How do I change my phone online? Thanks, H

9 replies

Userlevel 7
Hi Hrvoje, In this case you don't need to update any information in regards to your phone or SIM card. The reason it won't change when it comes to the sim card is simply because it is already activated, you don't need to activate it again. Hope that helps 🙂
Hi Daniel, thank you for your reply. Is there any way I can update my phone information online (Koodo online says I'm using my old iPhone 4, when I'm actually now using a 4s)? I admit I'm a bit OCD about wanting all the information to be accurate. Thanks again.
Userlevel 7
Hrvoje Pratezina wrote:

Hi Daniel, thank you for your reply. Is there any way I can update my phone information onli...

Unfortunately when you go to change the information online you're still going to be confronted with having to enter in the sim card information and it will give you the error about it being active. I know it can be a pain when the incorrect information is there, but where you're using an unlocked phone, it's not necessary to have the new phone information in there. Hope that helps
Hrvoje Pratezina wrote:

Hi Daniel, thank you for your reply. Is there any way I can update my phone information onli...

Ok, thanks for all your help.
Userlevel 7
Hrvoje Pratezina wrote:

Hi Daniel, thank you for your reply. Is there any way I can update my phone information onli...

Hrvoje, I think I figured out how to add the new phones information into your Koodo account. If this doesn't work then I wouldn't worry about updating it. When you log into self serve on your computer click on Mobile Phone, then click Change Phone, click on Upgrade my current phone, on the next page select No, then on your phone you will need to go into the dial pad and press *#06# and it should bring up your phones IMEI number, enter that into the blank field, click continue, if it works then just follow the prompts from there and then it should be updated accordingly. Sorry for the misinformation (if this works). Hope that helped.
Daniel, this didn't work, but I'm content to leave it for now. Thanks for all your help.
Userlevel 7
Hrvoje Pratezina wrote:

Daniel, this didn't work, but I'm content to leave it for now. Thanks for all your help.

Okay, just thought I'd mention it just in case it worked for you. Either way I was glad to help out, have a good evening! 🙂
Hrvoje Pratezina wrote:

Daniel, this didn't work, but I'm content to leave it for now. Thanks for all your help.

unfortunately, if your device isn't listed properly under your self-serve (BYOD) and someone swipes it, especially if it's unlocked and you changed your device (meaning they stole a backup phone of yours) you are completely screwed by koodo who will literally do nothing to help you even if you have the imei for the stolen device. you cannot just report it as lost or stolen, this only applies to the sim card so your device is forever gone if unlocked if the person chucks your sim card and throws in one of their own.
I've never had such an issue with the lack of support from koodo care. i find this whole situation really ridiculous, you are in essence helping the person who stole property from me. 
Userlevel 7
Badge +4
Hrvoje Pratezina wrote:

Daniel, this didn't work, but I'm content to leave it for now. Thanks for all your help.

Please don't necro a 3 year old thread. If you have a question or issue or something please start a new one. You can absolutely list your phone on the blacklist for stolen phones. You were told that you cannot?

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