Upgrade postpaid phone - micro-SIM to nano-SIM; can I avoid the $30 "connection fee"?

  • 1
  • Question
  • Updated 2 months ago
I want to upgrade my phone (postpaid customer). Current phone uses a mico-SIM. New phone will use a nano-SIM. Called Koodo store (Oakridge, Vancouver) and was told a $30 "connection fee" would apply for SIM swap.

So I went to self-serve and saw that I could swap the SIM for free online. As a dry-run I went to "Mobile services" and I clicked "Change your SIM card or phone". Up pops a message saying I can't. To be precise it says:
"This feature is no longer available. Please visit a store, send us a 
private message on Facebook or call us at 1-866-995-6636 to swap your
SIM card."
So called Koodo directly (866 phone #). CSR said I could use self-serve. I said I tried and quoted the above message to him. He asked if he could put me on hold for a few seconds, I said of course. CSR eventually came back and told me to use self-serve. I re-explained everything, and he eventually said I could call in and have this done with no $30 fee.
Since the CSR sounded less than sure, I'd like confirmation that this is the case. If so, does it mean I must order the phone online and then call in? Or, can I purchase from a store, not have the store activate the new SIM, and then call in for SIM activation, all with no $30 "connection fee"?
Also, if I order online, can I be confident a nan-SIM will come with the phone?


Photo of Jim R

Jim R

  • 778 Points 500 badge 2x thumb

Posted 2 months ago

  • 1
Photo of Dinh

Dinh, Mobile Master

  • 41,280 Points 20k badge 2x thumb
hi Jim.
Are you upgrading your phone with Koodo? If so you would have to pay $30 connection fee if you do it in-store. The $30 includes a new tri-cut SIM (which can fit both micro/nano/full size). If you do it online, you don't have to pay for the $30. And Yes, a new SIM is included.

If you order online, after receiving the phone and SIM, you need to call/send a message to Koodo facebook and ask them to swap the old sim--> new SIM for you.

You don't need to buy a different SIM for the new Koodo phone. :)
Photo of Mats


  • 21,230 Points 20k badge 2x thumb
I don't think you could go in-store and purchase a phone/Sim, don't have them activate it, then go home and call to have the Sim activated. Pretty sure they would charge you $30.

Ordering online then having to call for Sim activation is free.
Photo of Dennis

Dennis, Mobile Master

  • 195,870 Points 100k badge 2x thumb
Do you already have the sim?  If you have the sim and are just swapping it, you can message Koodo to do it via facebook.

If you dont have the sim, do you already upgrade the phone?  If so, it should have come with a new sim