how do i activate a new phone and sim card, when the previous phone was reported stolen when i want to keep the same phone number

  • 1
  • Question
  • Updated 3 years ago
  • Answered
had a blackberry stolen today, reported immediately and service to the old phone was suspended, bought an new phone and sim and need to activate but when i go to the self serve for switching phones and or new sim option it took the sim # but didnt allow to change phone information
Photo of shelley


  • 82 Points 75 badge 2x thumb

Posted 3 years ago

  • 1
Photo of Ahmad


  • 96,062 Points 50k badge 2x thumb
You don't need to change the "phone information". You just switch your sim card and put it into the phone.
Photo of shelley


  • 82 Points 75 badge 2x thumb
ok will try that thank you
Photo of Dave


  • 7,814 Points 5k badge 2x thumb
I thought that the new SIM had to be registered on the account....which can be done on smart serve or through customer service if you are having problems.

Customer service is the best because the account will be flagged and suspended since the phone was lost/stolen (you said it was stolen, but the flag on the koodo account will show suspended - lost/stolen)
Photo of Mathieu

Mathieu, Mobile Master

  • 60,788 Points 50k badge 2x thumb
Dave, in this case Shelly has already activated her new SIM card; also if she would call customer service for this she would of gotten charged as she could of done it through self serve. Also, when you declare your phone as lost/stolen, that phone's IMEI number is placed on a black list and the SIM card is deactivated, there is no flag on your account when you do that.