phone number will not port

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  • Updated 1 year ago
My father had an Iphone with Koodo and I am taking over the account however I have to get it on the prepaid plan. I went to a Koodo booth and got the new sim card and I am trying to port the number but it is not working. The phone is just saying no service. We called the Koodo Customer Service line using his current Koodo phone and spoke with someone who could barely speak English and sat on hold for an hour, they then said that we needed to wait an hour and restart the phone. We did that and still nothing, even though it had been about 3 hours since I first tried to port the number. We called again and sat on hold for at least an hour and a half, to then be told that it would take 3 days to fix it because I used the security pin when porting the number so that it could verify that I was able to do so. They actually said that because I did something to verify that I was allowed to port the phone, I messed up their system. 5 hours on the phone to be told that I messed up their system by verifying who I was. And now it is going to be 3 days before I have a phone again. Lets hope that nothing happens and I need to be contacted because nobody can reach me. I am very disappointed right now. I paid $100 and now I can't even use my phone because according to Koodo, I shouldn't have put in the security pin that allows me to port the phone number. 
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spencer

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  • Very frustrated and Annoyed.

Posted 1 year ago

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Ivan, Mobile Master

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I would recommend that you reach out to Koodo via Facebook or Twitter message (click either icon at the bottom right of the page). They'll be able to verify your account details and hopefully sort it out for you.

You didn't do anything wrong by providing verification (in fact, you must provide verification or anyone would be able to port anyone's number). Someone does have to physically authenticate the port request, which can take "up to 3 days". It's usually not that long).
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spencer

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I was told by the people at the Koodo booth that it could take 1 or 2 hours but at the longest 3, to be able to port the number. I also called the Koodo line and they told me that because I had used the code, it would take 3 days before they could reset the system and allow me to try again. They kept putting us on hold and how they "transferred" us was them getting up and handing the headset to someone else because they didn't know what they were doing. I was on hold for an hour and a half, then told that they were trying to fix it, then another half hour on hold and they told me that I messed it up and that because I tried to verify who I was using the proper pin number (I checked before I entered it), I made it so that they couldn't do anything because they didn't know how to fix it. I spoke to three different people from somewhere in India or the middle East and they could barely speak English and didn't know how to do their jobs. That's what happens when a phone company sources things like this to a foreign country that doesn't know English. 
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Allan, Mobile Master

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Like said above. You will have to contact Koodo directly to fix this and a good suggestion would be through facebook or twitter dm so that you dont have to wait on the phone.
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Dennis, Mobile Master

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I dont think Koodo has a call center in India or the middle east, but I could be mistaken.

When ever I call, I usually get someone with a French accent.

I assume you ported on Self Serve?
Did you set up a new number first, and then port over your koodo monthing number to koodo prepaid?

Did you reboot the phone after completing your port?
(Edited)
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spencer

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Set it up online and it allowed to port the number right away. Rebooted the phone about a hundred times. Called twice and spoke with three different people all having Indian/Middle Eastern accents. All 3 of them. 
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Dennis, Mobile Master

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If you are having trouble communicating, then I suggest the facebook private message path that Ivan suggested.  
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Zishan

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Koodo doesn't have call centres in Middle East or India.  They are in fact located in South America.  Usually, they are pretty good at understanding and processing your requests.  But here and there, sometimes shit happens.  I would suggest calling earlier in the morning when they open to get thru to a rep sooner than calling in the afternoon or evening when its their peak time for customer service call-ins.