Thanks Koodo for losing my phone number

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  • Updated 3 years ago
  • Answered
  • (Edited)
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Here's what happened:

I bought a Prepaid Koodo SIM card, and I went to the prepaid activation page. I filled out all the info, and chose to transfer my number from their parent TELUS. I got until the last page. When I clicked Finish or whatever that button said to complete the activation, it took a few minutes to reload, then I got some error that I don't remember.

I tried using the SIM card, but there was no service. So I thought it wasn't activated, and I tried to activate the same SIM card again but I couldn't because the website kept saying "Invalid SIM.” The email & password that I entered for Prepaid self-serve wasn't working either.

I had another Prepaid SIM card, so I activated that one, but this time I chose a random number from Koodo's available numbers. A few minutes after I activated that SIM card, I logged into Prepaid Self-Serve, and tried to transfer my number from TELUS, but I couldn’t because I kept getting an error that said We’re experiencing technical difficulties blah blah...

I waited a few days, and then tried again, but I kept getting the same error. So I decided to email Koodo. I sent an email to Koodo, explained everything, and asked them to do something about it. Two days later, I receive an email from TELUS saying "We're sorry to see you go." So I thought OK, Koodo CS transferred my number and activated the SIM card. NOPE. That SIM card is still not working. AND when I call my phone number, TELUS woman says the number is out-of-service now (yes, I’m calling from a different phone line ;)). I talked to TELUS, and they said the number was transferred out. My phone number is out-of-service for a few days now, and that prepaid SIM card is still not working.

I have a postpaid line and this number that Koodo lost is not that important, otherwise I’d have called TELUS and got it re-activated. Koodo customer service didn't fix the problem, but made it worse, and didn't even reply to my email. So thanks Koodo for your awesome customer service.
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GoodJobKoodo

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Posted 3 years ago

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Daniel Kim, Mobile Master

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That's a bummer! I haven't run into any of these problems. Is your service still not working or is it fine now?
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GoodJobKoodo

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As I wrote above, the first SIM card is still not working and my phone number that I tried to transfer from TELUS is out-of-service.
(Edited)
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Paul Deschamps, Mobile Master

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Was your Telus account still active before you tried to port the number to Koodo or did you cancel the Telus account first?
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GoodJobKoodo

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I sent an email to Koodo, explained everything, and asked them to do something about it. Two days later, I receive an email from TELUS saying "We're sorry to see you go."
I talked to TELUS, and they said the number was transferred out.
(Edited)
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Anna

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Hello. There must have been some sort of glitch when you attempted to port the number from Telus. From what you are saying, it was successfully transferred from Telus but failed to reach our Koodo network and got stuck. Please call us in at 647-788-3948 and speak to one of our technicians. They will need to cancel the transfer (so your number goes back to Telus) and send a request to transfer it once more back to Koodo. Keep us posted!

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