I dropped my phone accidentally in the water.

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  • Updated 4 months ago
I dropped my iphone5 accidentally in the water, I think the simcard was damaged. My question is, can I asked for a simcard replacement? It is under my sister's name and unfortunately she is on vacation outside Canada.
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Alma B

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Posted 4 months ago

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Erwin

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Hi Alma,

Im sorry to hear that. You can get your sim card replaced in-store or through customer service if you are an account administrator. If you are not, your sister have to contact Koodo customer service through Facebook messenger or by calling in.
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Mayumi, Mobile Master

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I could buy a postpaid SIM without ID no problem.

Well, only one place asked me to show them ID...   But I never had issue to buy postpaid SIM in other places.

Edit :  Yes, you can buy a SIM without ID.
But, if you need SIM swap at a spot, then you might need ID to do it since we can't SIM swap through self serve.
(Edited)
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Alma B

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Thanks Erwin, I will tell my sister if that's the case..
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Erwin

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Hi Mayumi,

I meant changing the sim card in-store not buying the sim card. You can buy as many sim card in a Koodo store, I don't see why you need a Photo ID to buy sim cards.

If you want a rep to take a look at an account in-store, you must be an authorized account admin or account holder. Thus, you need a valid photo ID to verify. Koodo take privacy seriously.

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Dinh, Mobile Master

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Hi Alma,
How did you know your SIM was damaged? The SIM card is quite resilient to water though. I would try to let it dry and test in another phone.

As Erwin said, your sister might be the only one who can replace the SIM. However, I would try to bring the damaged phone and SIM together to Koodo store and ask. You might need  your sister name and PIN code to access her account. It is a simple request with a reasonable cause.
(Edited)
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Erwin

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In the store, you need a photo ID and the account owner or admin. Another way would be for Alma’s sister to call in or get in touch through FB messenger to change Almas role in the account as an account admin if she's not already one.
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Dinh, Mobile Master

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I would suggest you make some improvement to Koodo, Erwin. The rule was getting troublesome for no reason. I feel it created trouble for customer rather than "serve" them. She could just return the old SIM and get new one.

When I changed my SIM last time, the agent didn't ask for my ID anyway.

Erwin, what fraud, Koodo was thinking about this case, and blocked the SIM change in selfserve?
(Edited)
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Alma B

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Hi, Azure,
My iphone5 is working ok but everytime I opened it says no sim card installed.
Thank you guys, You and Erwin's advice are both helpful.
(Edited)
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David, Mobile Master

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Have you removed, dried and re-inserted the SIM?
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Erwin

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@Azure

The store rep may have done a sim repair swap than opening your account. Thus, there is no need to see your ID.

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Robert, Mobile Master

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How do you know the SIM is damaged? The phone still works and it shows no service?