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Service Issue

  • 24 August 2021
  • 6 replies
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I recently switched to VIRGIN mobile for a new plan, then received a call from Koodo’s win back team yesterday to switch back for a reduced rate on my plan. 
 

I switched my old SIM card back into the new phone but for some reason I still do not have access even though the plan is showing on my account. Not sure why I still don’t have service reinstated?

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Best answer by MilkyWay 25 August 2021, 06:10

They did mention I should use the old SIM card and they said it would function as normal as soon as I put it in. 
 

I’ve restarted the device several times and just tried restarting the network settings to no prevail.

Did you toggle airplane mode on and off? What about changing your APN settings on your phone? Are you able to log back into your Self-Serve account? If so, you can take a look to see if your number has successfully ported out or not. https://www.koodomobile.com/en/help/setting-data-your-non-koodo-phone

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Userlevel 7
Badge +4

Did you switch your number to Virgin as well? 

Userlevel 7
Badge +4

Did the winback team mention you could use the old sim? Or they mentioned you had to use a new SIM from them? 

Also, I recommend you restart the phone and reset network settings. Hopefully that would help if they reactivated your old SIM

Did the winback team mention you could use the old sim? Or they mentioned you had to use a new SIM from them? 

Also, I recommend you restart the phone and reset network settings. Hopefully that would help if they reactivated your old SIM

They did mention I should use the old SIM card and they said it would function as normal as soon as I put it in. 
 

I’ve restarted the device several times and just tried restarting the network settings to no prevail.

 

Did you switch your number to Virgin as well? 

I did switch my number to Koodo, but they said they switched the port back or something?

Userlevel 7
Badge +4

Oh ok! I think there might’ve been a problem with the porting back from VIrgin to Koodo. You’ll need to schedule a callback using the Koodo's Digital Asistant : http://koodo.ca.ada.support/chat/?language=en to see what the issue is.

Userlevel 7
Badge +4

Does your old Virgin sim and number still work? 

Userlevel 7
Badge +4

They did mention I should use the old SIM card and they said it would function as normal as soon as I put it in. 
 

I’ve restarted the device several times and just tried restarting the network settings to no prevail.

Did you toggle airplane mode on and off? What about changing your APN settings on your phone? Are you able to log back into your Self-Serve account? If so, you can take a look to see if your number has successfully ported out or not. https://www.koodomobile.com/en/help/setting-data-your-non-koodo-phone