Problems porting my number to Koodo

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  • Updated 4 years ago
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I just transferred to Koodo Prepaid and had problems porting my old number. I'm really not sure but I think things got so complicated. Pardon me but I'll try to be brief with the details.

After I received my sim, I did an online activation and attempted porting mu number from there. At the end of the process I was informed that the transfer failed so I've decided to get a temporary number. I tried porting my old number through the prepaid self-serve but failed again and was advised to call Koodo CS so I did.

1st call: I informed the agent that I want to port my number and she asked for the details. By mistake, I mixed up the last 4 numbers of my old phone # (I had a long day and had a minor lapse) but I remember correcting her and giving her the RIGHT number somewhere in between the call. I was put on hold and she told me that there were still problems and I need to call my old provider and verify if I have the correct pin. I hang up and called Petro Canada Mblty and verified my PIN.

2nd call: I called in to give the PIN to Koodo CS and complete the transfer. Again, I reminded the next agent about my correct phone number which he acknowledged. He put me on hold and told me after that there was a "glitch" in the system and I need to wait for a text from Koodo before calling back to complete porting the number.

I received the text from Koodo telling me to call CS and give them the PIN to complete the transfer. I logged in to self-serve first to get my temporary phone number just in case the next agent will ask for it and was surprised that my phone number already changed. It was the number that I MISTAKENLY provided the 1st agent.

3rd call: I called Koodo thinking I can still go through with porting my old number. I spoke to the agent and provided him my old phone number and PIN. After putting me on hold, he told me that Petro Canada is not accepting the request and verified if I had the the right PIN. I told him I am sure about the PIN then asked me why my phone number has changed to the wrong phone number I provided the 1st agent. He told me it was the phone number I've requested. :( I told him that I tried kept on reminding the first 2 agents that I spoke with but he said nothing is on record. :( He told me to call Petro Canada to verify if my account is still active. I tried logging in to my Petro canada online account but found out that it was already deactivated. :(

Now I am very concerned that I may not be able to retrieve my old phone number. I use that phone number to all of my personal and government records and I know that It'll be hard going through each profile to update my phone number. I was just wondering how Petro Canada released the phone number if they didn't receive a request from Koodo, right? It's really complicated and I hope someone could shed some light on me. :(

Sorry about the long post.
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Mack Rosales

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Posted 4 years ago

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Official Response
Hey Mack, I would suggest calling Petro Canada to see if they're able to retrieve your old number and maybe reactivate it (if it hasn't been too long), in order for you to try and port it over again. That would be the only solution.

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