What constitutes a 'valid alternate phone number'?

  • 1
  • Question
  • Updated 5 years ago
  • Answered
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: no longer relevant

I'm migrating my Koodo number to my old landline number, so I have to change my 'alternate phone number' in my profile, since that will shortly be my Koodo main line.

But when I change it (to a relative's number), I get a 'please choose a valid number' error message.

Any thoughts on what I"m doing wrong? The new number is ten digits, local.
Photo of K O

K O

  • 150 Points 100 badge 2x thumb

Posted 5 years ago

  • 1
Photo of Timo Tuokkola

Timo Tuokkola, Mobile Master

  • 139,982 Points 100k badge 2x thumb
you are entering it with no spaces or special characters, right? Just the numbers?
Photo of K O

K O

  • 150 Points 100 badge 2x thumb
Correct.
Photo of MarcusG

MarcusG

  • 5,966 Points 5k badge 2x thumb
I do know my VOIP provider required another non-voip line as an alternate phone number; would a cell company require a non cell?
Photo of K O

K O

  • 150 Points 100 badge 2x thumb
Good thinking, but the alternate number I'm trying to enter is a landline.
Photo of Sophia

Sophia, Mobile Master

  • 141,558 Points 100k badge 2x thumb
How strange! I entered a landline as my alternative number on both mine and my husband's (prepaid) account and it was accepted in both cases. You might need to call Koodo (*611) and ask them to enter it for you :)
Photo of K O

K O

  • 150 Points 100 badge 2x thumb
Unfortunately, Sophia, this list is clear that changing personal information, contact or phone number can't be done by 611. I guess I'll need to call the paid customer service line?

http://help.koodomobile.com/prepaid/u...
Photo of Sophia

Sophia, Mobile Master

  • 141,558 Points 100k badge 2x thumb
If you explain to them that the site won't accept your input, they certainly won't charge you :) *611 is a free call and they ONLY charge if they do something you should be doing yourself... but when you explain you tried, they will waiver that :) Trust me :D
Photo of Zaphod Beeblebrox

Zaphod Beeblebrox

  • 50,798 Points 50k badge 2x thumb
I will back you up on that, Sophia. As a Koodo agent, we are able to adjust the $10 service fee for those that are having issues in Self Serve.
Photo of Vincent

Vincent

  • 12,188 Points 10k badge 2x thumb
Hey K O!

Koodo Self Serve is optimized for Internet Explorer 7 and above, and Mozilla Firefox 3 and above. Please try again, using either one of these browsers. You can also try clearing your browser cookies and cache, closing your browser.

I hope it will make a difference!
Photo of K O

K O

  • 150 Points 100 badge 2x thumb
Thanks for the suggestion, Vincent. But I did try in both Chrome and Firefox (v21.0). No luck.
Photo of K O

K O

  • 150 Points 100 badge 2x thumb
For what it's worth to anyone reading this in the future, I did call 611, and they assured me I wasn't doing anything wrong.

They were able to change the alternate number manually, and blamed 'ongoing upgrades to systems interfering'. They also waived the $5 fee.

I will note that more than 24 hours later, my profile does still read the original (unchanged) phone number. Hopefully that change will show up soon.

This conversation is no longer open for comments or replies.