Porting Problems

  • 1
  • Question
  • Updated 2 weeks ago
I'm switching over from a Telus corporate family account.  I had tried to self serve and set up a new account online but there were some problems so I went into a store and they seemed to run into some problems as well.  The Koodo service rep was on the phone with someone (from Telus or Koodo, I'm not sure) who eventually said that it should be successfully ported.

About two hours later the port doesn't seem to have gone through - My Kodoo sim is still on the temp number they set up and my Telus sim can still make and receive calls/texts.

I've always had this gone through very easily and I'm a little bit worried that I might lose my number here.  Has anyone ever experienced this?  Any help would be greatly appreciated.     
Photo of GW

GW

  • 112 Points 100 badge 2x thumb

Posted 3 weeks ago

  • 1
Photo of Goran

Goran, Mobile Master

  • 94,544 Points 50k badge 2x thumb
You're not going to lose your number. You initiated the porting process. For some reason it's taking longer than usual but it'll get done. You can let us know tomorrow later in the day if it's still unchanged.
Photo of GW

GW

  • 112 Points 100 badge 2x thumb
Well that makes me feel better - thanks!
Photo of Mats

Mats

  • 18,028 Points 10k badge 2x thumb
You wont lose your number but if things dont work right by tomorrow morning, something went wrong with the port. Normally it takes about 10-15 minutes but there is the odd occasion where it could take longer.

Hope it happens soon, good luck.
Photo of GW

GW

  • 112 Points 100 badge 2x thumb
Just a quick update.   My Telus SIM stopped working early this morning and my Koodo self service menu now shows my phone number as being the one I was porting from Telus.  The actual phone, however, is operating with the temp number they gave me and no amount of rebooting, etc seemed to switch it over.

I was beside a Koodo kiosk today and asked them about it, they called support and it showed the number as successfully ported and no one could seem to figure it out so they filed a support ticket.  It should be working in the next 24-48 hours so I guess it's just a waiting game now. 
Photo of Dennis

Dennis, Mobile Master

  • 192,366 Points 100k badge 2x thumb
So what happened when you set up your self serve account?  DId you port within self serve?
Photo of GW

GW

  • 112 Points 100 badge 2x thumb
No, it didn't get that far. As I new customer I filled out the info and ordered the sim.  About three days later I got an email saying there was an issue with an order and I should go in store to get everything sorted out. Once in store they set up my self serve account, ran into an error and had to call someone (I'm guessing either Telus or another branch of Kodoo). After some back and forth they said it should be successfully ported (although the rep was getting frustrated and saying he'd never run into this before). Still doesn't seem to be though. I supposed I'll head into another store tomorrow. 
Photo of Dinh

Dinh, Mobile Master

  • 38,132 Points 20k badge 2x thumb
GW,

Have you still got the number of the porting department? You could call them directly tomorrow morning if things don't work out. There is no need to go to store.
Photo of Robert

Robert, Mobile Master

  • 105,270 Points 100k badge 2x thumb
I have three numbers to reach them (two out of three should work). (844) 232-7678, 866-558-2273, (877) 868-3587.
Photo of GW

GW

  • 112 Points 100 badge 2x thumb
Thanks for this!