no service

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  • Question
  • Updated 4 years ago
  • Answered
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I have no service the phone says I need a new sims card I don't understand what this means.
Do I have to go out and buy a new sims card.
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Arlene Ridyard

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Posted 4 years ago

  • 2
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Sophia, Mobile Master

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It could also be that your plan expired, Arlene. Are you on prepaid or a monthly plan?
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Just like Sophia mentioned above, it could be that your plan has expired.
If you are on a prepaid service, it could mean that you haven't topped up your account for your base plan so Koodo isn't letting you have service.
If your on a monthly service, it could also mean that you haven't paid for your service. And when it says you need a new SIM card, go to the nearest kiosk and purchase a new SIM card. The employees at the kiosk will be happy to further assist you:)
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Chad Burr, Mobile Master

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First thing to try is powering down your device and removing the sim card and, if possible, the battery Wait a minute and then reinstall the sim and battery. Restart your device.

Didn't work?

Check and be sure you're not in Airplane or Flight Mode.

Still not working?

Navigate to your settings and mobile network settings.

Be sure that:
Network Selection is set to Automatic
USE 2G Only or USE GSM ONLY isn't selected

Network type typically should be "GSM\WCDMA PREFERRED"

Still not working?

The device will perform a scan which could take up to 2 minutes. You'll be presented with a list of available networks. Choose Koodo or Telus from this list.Note: Doing this disables international roaming. Should you ever want to roam in the future you'll need to change this setting back to automatic

If your device still isn't working, check and be sure your bill is paid up and then give Tech support a call. It's free.

You can reach Customer Service at 1-866-99-KOODO (1-866-995-6636) or 647-788-4337.
Hours of Operation
Monday - Friday: 10am - 9pm
Saturday: 9am - 7pm
Sunday: 9am - 7pm

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