Hi, I just moved to a monthly plan and my prepaid account has been blocked, I can't even call the customer service with it, what do i do?

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I haven't even received a new sim and the customer service told me it will only take me 2-3hrs without network before fixing it, and now its 3days! Can't even call them to complain as I haven't got network on my phone
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Ibrahim Ogunsanya

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Posted 3 years ago

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Paul Deschamps, Mobile Master

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Did you port your same # from your prepaid account to your new postpaid account? If so then that's the reason the other account was closed and you'll need to get a new so postpaid SIM Card and activate it on your new account asap as there's nothing else to do.
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Ibrahim Ogunsanya

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Yes i did, where do i get a new sim? Because the customer care agent told me they were gonna send me a new sim (I didn't remember to ask when) and i've been checking my mail but I haven't found anything
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Mayumi, Mobile Master

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How did you open your monthly account without activating sim card?
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Ibrahim Ogunsanya

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Well, it happened on phone while i was using my prepaid account (with a prepaid sim card) and now its blocked because i requested to move my prepaid number to my monthly account and will be sent a new sim (which i'm yet to see)
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Mayumi, Mobile Master

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If you already have a monthly plan, you can port your prepaid number into it.
My understanding is that if you don't have a postpaid sim card, you don't have an active postpaid account = you can't port your prepaid number in.

Yes, you need to contact Koodo. Do you have friends, family members, co-worker and/or neighbor who you can borrow a phone.
Or is there a Koodo kiosk or Retail partners near you? They should help you to contact Koodo.
http://koodomobile.com/en/on/storeloc...
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Chris Petersens

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Calling customer service won't help. As the others said already you need to buy a new SIM card for a monthly plan. Go tons koodo store and all is going to work out as long as you have decent credit and they will activate you.
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Mayumi, Mobile Master

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[...and the customer service told me it will only take me 2-3hrs without network before fixing it.....]

I don't understand why they told him this.
I thought it might be better to call koodo to find out what's going on.
Either way, to go to koodo store seems best option for him to sort this out :)
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Chris Petersens

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He may have misunderstood. I don't think koodo mails out SIM cards from their call centers. You either buy online or at stores.
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Ibrahim Ogunsanya

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Thanks guys, i got it fixed. I went to get a new sim from their kiosk and called the customer care using the kiosk's phone and they activated my account. I'm sure the mistake was with the fact that i was told i was gonna be sent a new sim, which i am positive i heard clearly that its what i was told. Nonetheless, thanks for your comments and all, God bless
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Chris Petersens

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Glad to hear all worked out! Come back here any time if you have questions.
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Mayumi, Mobile Master

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Great (^_^)

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