Can't switch from prepaid to postpaid online.

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  • Updated 3 weeks ago
How do I take advantage of an email offer to switch from prepaid to postpaid?  The instructions are not even close, they are for switching from one postpaid plan to another.  Can I switch from prepaid to postpaid online?  Please don't say in the self serve area, but rather please direct me to "where" in the self serve area.
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Steve

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Posted 1 month ago

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Allan, Mobile Master

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So Koodo can get it fixed can you share what the email shares for instructions?
And you will simply want to sign up for a postpaid account and then port your prepaid number over.

If you wish to do this online and dont need a new phone start here and click add to cart: https://www.koodomobile.com/bring-you...
Then once the account and self serve is setup you can port your prepaid number over. https://www.koodomobile.com/help/movi...
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Steve

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Can't talk to a customer service rep about this as Koodo does not have a customer service dept. anymore.


Tried calling but got a IVR saying they will text me (I'm assuming to start a conversation with some other machine/BOT), and if I still needed additional sup[port someone would call me.  Well ... I never received a text.

This is sad ... in today's day & age, we have companies that consider themselves "high-tech" but can't answer their customers simplest questions nor provide any sort of "effective" customer service ... but yet cost to customers for their products and services continues to rise.



Now I've tried calling from landline phone so texting me back is not an option, instead they asked me to enter a number for them to call me back ... I'm not too optimistic I'll receive a call-back, and then they will probably try to charge me for this "customer care" service.

We'll see ...
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Allan, Mobile Master

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Why are you calling Koodo? I posted all the instructions you need above. If you have more questions we can likely help here!
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Steve

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Sorry for not responding sooner, but I was holding out for koodo's attempt to see if it would work.

In short, I have my new postpaid SIM, but how do I port my prepaid number to it?

Note: I have an existing post-paid number, and I'm trying to add my prepaid number to this postpaid account.  That will leave me with two numbers on postpaid.

The original challenge: Move my prepaid number to my postpaid account to take advantage of koodo's "KOODOSWITCH" offer.

If I pursue steps provided by koodo and others, I will port my prepaid number to my postpaid account, however it will replace my "existing" postpaid number rather than this new SIM they sent.


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Allan, Mobile Master

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That's what you want isnt it?
You have a prepaid account with the number you want to keep and you now have a postpaid account that has some "random" number. You want to bring your prepaid number over to the postpaid account and get rid of that "random" postpaid number, correct?
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Mayumi, Mobile Master

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I think he has a postpaid account/number for him self and also have a few prepaid accounts.
He want to add a line under him and that line is the one got offer from Koodo “prepaid to postpaid”
But somehow his porting process on to his 2nd line tried to change his original number, (not second random number)...?

@Steave
What happens if you login to self serve and pick this random number and start to process porting?
(Edited)
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Ranjan, Official Rep

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I believe Allan's provided you with great instructions above, Steve. In essence, you simply need to activate a new postpaid account, and then port your number in to qualify for the offer. If at that point you run into any issues, you can message us back here and we can help look into things for you.

As for your experience with Koodo Assist (our digital assistant), I'm surprised you were offered the experience when calling in, as it's not equipped to handle prepaid inquiries just yet (and the IVR would recognize that you're a prepaid customer based on your phone number). Did you dial from your cell phone? I'll share this with the team to look into if that's the case.

It obviously didn't work for you as intended, but it's actually designed to be a better user experience, since it can answer a wide range of account and billing questions. We're trying to use it as the first point of contact, since it helps eliminate any waiting for reps, and when it's unable to help, it helps you schedule a call-back at a time that works best for you - again, no waiting. All that said, it's not 100% perfect yet, and we'll gladly take your feedback to better the experience.

Let us know if you have other questions that the folks here can help with. 
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Steve

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Ranjan,
See updates and suggest a plan of attack for me ... at this point I see no way other than going to a kiosk and hoping they have someone working that day who can get it done.
(Edited)
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Ranjan, Official Rep

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Steve - reading below it sounds like:
  • You were able to order a new SIM and get a postpaid account setup online
  • The SIM has arrived, and is set-up with a temporary number (as per the process)
  • You are now looking to move the number you've always used on your prepaid account, to this new postpaid account that was just activated
  • Is that correct? Let me know if I've missed anything.
When your new account was set up, you would have also received a profile creation email for Self Serve. Have you set up a new Self Serve account yet? If not, please do so (remember to check your junk/spam folder if you don't see it in your inbox). This would have been sent to the email you provided when placing your online order. Unfortunately, I'm not seeing an account registered with the email you used here, otherwise I'd be able to check and verify.

Once your your in Self Serve, you can verify that the plan is in deed the one offered to you, and also begin the port process to move your number over. Follow these instructions to move your number. 

We also recently created a new Help article with more details on this whole prepaid to postpaid process. You can check it out here

I'm hoping this helps, but if there's anything I've missed, please specify. 
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Steve

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OK ... Allan's response at least had the correct link, but here's where I stand.


I've added a line to my existing post paid account (I have 6 phones in my family ... one postpaid and the others prepaid).  I entered the prepaid number to add to my postpaid account as well as the promocode and got the green checkmark ... however my order still said there was no charge for today's activity, but I will be charged $30/month going forward ... the promo was for $25/month (koodoswitch). 

I then received an email indicating it would take 3-5 business days for SIM to arrive (I guess its because prepaid sims can't be reused for postpaid so that's understandable), but how to I take advantage of the offer ($25/month)?
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Steve

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Mayumi,
You are correct ... even though koodo says it is, I have not found clear instructions to do so.


Instructions provided by others above, all lead me to the same place I have been when attempting to do this previously (3rd attempt in 18 months).  So here is where I am now.


Postpaid SIM arrived via mail.
My postpaid account now has an additional number (the one for the new sim)

The original challenge: Move my prepaid number to my postpaid account to take advantage of koodo's "KOODOSWITCH" offer.

If I pursue steps provided by koodo and others (above) I will port my prepaid number to my postpaid account, however it will replace my "existing" postpaid number rather than this new SIM they sent.
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Goran, Mobile Master

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If you continue to have issues doing it as the way you want then you should do as Mayumi suggested and go to a store so they can ensure that it's done as you want.
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Mayumi, Mobile Master

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@Steve
When you purchase/add SIM card on your cart, did you enter the promo code?
If you did, then you could pick their promo plan : $25 with unlimited minutes and text.

Adding 2nd line under your account and process of prepaid to post paid is 2 different process.
(Edited)
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Steve

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I know ... that's how I will spend my Saturday afternoon today ... tramps'n to town and waiting at a tiny kiosk.

FYI: The assignment for this forum was to utilize koodo's "self serve" processes, but their instructions were written to address a very simple situation, and for most, that may suffice.  Customers in "other" situations (multiple devices on both prepaid and postpaid accounts), there are no instructions ... even a message to at least point you to a kiosk would do wonders.

My point: Koodo's proud of their "self-serve" offering to customers.  Customers simply want a customer service experience that's both "effective & reliable".  The current self-serve approach is applicable to the most common/simplest scenarios, they just need to add steps/directions/information to address the more untraditional scenarios ... then all is good.
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Mayumi, Mobile Master

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I have both postpaid and prepaid account with Koodo. So, I could try processing how to do switch from prepaid to postpaid.
And I really had a hard time... I was expecting to do everything just clicking the link they provided.
But, no. You have to go to shop page and buy a sim as BYOD and enter promo code from there.
I contacted Koodo about my experience that they need clear/better instructions or they need to add "SIM" on phone selection page. (I haven't check if there is any change on instructions, but hopefully we can do it more easily)

Anyway, you have 2nd line already added under your account. Is it regular $30 plan or you could manage to get promo plan?

ADD: Ranjan already answered and suggested to processing above. Follow his suggestion and if you have more questions, let us know.
(Edited)