Cancelling Wireless Home Phone Port

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  • Updated 3 months ago
So I signed up for Koodo's wireless home phone for my parents recently and opted to port their previous land line number to the new service. Their existing carrier decided to offer them a great deal, so I left their service with their current provider and had them reject the port. 
When I log in to self serve on Koodo, I see that their phone number is listed on the account now, but the port was rejected. How can I get Koodo to revert the number listed back to the one I signed up with? I'll keep the service as a backup for my place since it's quite inexpensive right now. I also can't make any adjustments to the account right now (add or remove add-ons), but guessing I need to call in for that.

Appreciate any help that can be provided.  Thanks.
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Eluder

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Posted 3 months ago

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Goran, Mobile Master

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Oh this is a tough one. Regardless you'll have to speak to a Koodo rep so you can send a private message to Koodo via Facebook Messenger or DM via Twitter to get it sorted out. Worst case you can call 611 but wait times vary widely.
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TJ Smith

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This is one of those rare case you absolutely need to call it in: 1-866-995-6636 (or *611 on a Koodo device). They will need to give you a different phone number on this line.

Good luck mate.
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Dennis, Mobile Master

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If the port fails, which it will, wont they automatically get their number back?
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Timo Tuokkola, Mobile Master

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The original provider will keep ownership of the number, but until the number assigned to the WHP is changed to something else it won't be able to receive any calls.
(Edited)
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Dennis, Mobile Master

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Wouldnt the original provider cancel or re-acquire the port?
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Timo Tuokkola, Mobile Master

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Not the issue. The original line will work just fine, since the port never completed. The WHP number is now set to the same number though. All incoming calls will go to the original line. The WHP won't work until it gets a new number.
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Eluder

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You are spot on, and that's what I needed to do. Call in, get Koodo to cancel the port, and then provide a new phone number for the WHP line. All taken care of, except of course for whatever reason I still can't make changes to the plan on self serve.