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after porting a number to Koodo my phone no longer works

  • 8 January 2022
  • 14 replies
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Hi, so here's my story. I ported a landline number from Telus to my Koodo mobile account. I wasn't told that the process will prevent my current mobile number from sending/receiving texts but after reading that this is normal I waited it out.  Also my voice calls still worked so I could still get by. 

After 5 days my self serve account said that the port was completed.  Nothing happened with my phone. My landline still works with Telus and I could still call and receive calls with my old number on my mobile phone.  I scheduled a callback with a rep but due to volume I had to wait 24 hrs before I was able to get a call back. After being on hold for a very long time and being transferred a couple of times I was first told that ,yes, the transfer was completed and also that the transfer has now been cancelled.  Which one it actually was could not be determined. The tech support rep said they would open a ticket and asked for a call back number. I gave him my old mobile number, which still worked at that point.  While talking to the rep my phone dropped the call and a message appears saying my SIM is not provisioned for voice calls. My data stopped and it said unregistered SIM.   I have tried contacting Koodo through Twitter but the messages are taking hours to be replied to. 

My question is, what should I be trying to ask the reps I am speaking with?  The ones I have talked to all seemed completely at a loss at what to do.  I have now spent a total of about 3 hours on the phone with them and it is just getting worse.  I don't know if I am asking or telling them the wrong things.  Any suggestions would be helpful. I will schedule a callback, once again, with a different phone number.  It has now been 7 days since I initially requested the transfer/port.

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Best answer by likwid02 12 January 2022, 04:59

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14 replies

Userlevel 7
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Koodo's porting department has a dedicated number. Its not widely advertised to keep people from trying to call them for other reasons. Sounds like you're having a rough time. It's probably also surprisjg because Telus to Koodo ports should be pretty seamless.

Call 1-844-232-7678 so you don't have to wait for call backs and speak specifically with the department dedicated for such issues.

Userlevel 7
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Meanwhile, I have flagged your issue for a rep on this community to look into. Not sure what they can do, but hopefully they will be able to provide you with a better way to reach a specialist to help you with this.

Just one final update for you all.  

My issue has now been resolved.  Tech support was able to fix the problem and now everything works.  I received a text from them after my phone was reconnected just to confirm everything was working.

Just for anyone else out there with a similar situation, calling that porting department phone number did not help in any way as my port was considered completed (even though it technically wasn’t).  If you don’t have a port in progress, you can’t talk to anyone at that number as the computer just boots you to the digital rep chat system.

Userlevel 7
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Good to know it prevents getting through to the porting department without an i progress port. I'm glad you were able to get assistance though

Userlevel 7
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Thanks, do you know what hours of the day that number can be reached?

 

 

 

Should be the same hours as regular customer service, 9am-9pm.

Userlevel 6
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Hello! We can confirm the resolution form our technical support department: let’s give it 1-2 business days and please  try to power the phone off &on every 2 to 3 hours, if possible. Please keep us posted if you need help with anything else in the meantime.

Userlevel 7
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Yes, it was/is a Telus landline, not cellular.  I am aware that it takes longer than a normal cellular porting. It has now been 10 days total since the port was initially started. 

Koodo clearly said to NOT cancel my current service with Telus during the porting process.  It is unclear, however, who actually cancels that service after the port is complete. I assumed Koodo would be notifying them, but if not how would I know when to do that?  Also, if someone needs to physically come to my house to disconnect it, that is the first I have heard from anyone that I would need that done.

Generally speaking, when you are porting out your landline number to mobile, it will take up to 2 business days for the process to be completed. https://crtc.gc.ca/eng/phone/mobile/num.htm

As Koodo has mentioned, you should keep your line active until it is successfully transferred out. Once Telus receives the porting request from Koodo and it goes through, your service with Telus will automatically be cancelled. If you cancel your service with Telus without properly porting out to Koodo, you risk losing your existing number. 

Given that the weekday is approaching, I would suggest you to give the Koodo porting department a call, which Goran has listed above, in the morning to sort things out. 

Thanks, do you know what hours of the day that number can be reached?

 

 

 

Ok, so I called that number and a computer asks you to enter your mobile number.  After I enter it I am told that there are no active transfers for that number.  It says to remain on the line for assistance, however all that happens is my call is redirected to the digital rep system.  So I am back at square one, waiting for a koodo callback…

I can see why it says there are no active transfers because, according to Koodo, the transfer was completed Jan 5.  Hopefully the next rep I talk to can help.

Thanks for doing that.  I have talked to several reps this morning already and what I have been able to find out is that although the number port was completed, they are getting error messages.  Tech support is trying to clear them, but they keep coming back.  I asked if I can have a temporary number while this is being fixed, but I guess this is not possible while they are working on these errors.  My current instructions are to reset my phone every 3 hours until it works.  Hopefully it can be resolved quickly as I rely on my phone for work.

Just an update (still not fixed)

I have been restarting my phone regularly yesterday and today and nothing has changed.  Just a note though.  I can still make calls using my Telus landline like normal, but no one can call me.  It just says number not in service.  Just find it strange that the Telus landline is still active.

Also, when you say ‘give it 1-2 business days’ what do you mean? I was under the impression the technical support department is open 7 days a week so does that mean by the end of the day today?  Or do you mean give it till Tuesday?  I only ask because if it is Tuesday then I need to figure out a way for people to contact me for work for the next few days.  I am on the road alot for work so being without a phone is a real problem. 

Userlevel 7
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Just an update (still not fixed)

I have been restarting my phone regularly yesterday and today and nothing has changed.  Just a note though.  I can still make calls using my Telus landline like normal, but no one can call me.  It just says number not in service.  Just find it strange that the Telus landline is still active.

Also, when you say ‘give it 1-2 business days’ what do you mean? I was under the impression the technical support department is open 7 days a week so does that mean by the end of the day today?  Or do you mean give it till Tuesday?  I only ask because if it is Tuesday then I need to figure out a way for people to contact me for work for the next few days.  I am on the road alot for work so being without a phone is a real problem. 

Was your Telus a "physical" landline? (not cellular). If so, i heard that someone needs to visit your home to unplug it. It might take more time than normal cellular to cellular porting. 

Yes, it was/is a Telus landline, not cellular.  I am aware that it takes longer than a normal cellular porting. It has now been 10 days total since the port was initially started. 

Koodo clearly said to NOT cancel my current service with Telus during the porting process.  It is unclear, however, who actually cancels that service after the port is complete. I assumed Koodo would be notifying them, but if not how would I know when to do that?  Also, if someone needs to physically come to my house to disconnect it, that is the first I have heard from anyone that I would need that done.

Userlevel 7
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Yes, it was/is a Telus landline, not cellular.  I am aware that it takes longer than a normal cellular porting. It has now been 10 days total since the port was initially started. 

Koodo clearly said to NOT cancel my current service with Telus during the porting process.  It is unclear, however, who actually cancels that service after the port is complete. I assumed Koodo would be notifying them, but if not how would I know when to do that?  Also, if someone needs to physically come to my house to disconnect it, that is the first I have heard from anyone that I would need that done.

Not sure why it took so long in your case as Telus and Koodo brand are from the same company. Communication between them shouldn't be an issue. It might be issue with unknown problem that we are not aware of. 

Theoretically, you wouldn't have to do anything, just wait for them to get it done. As the rep mentioned above, you might have to wait 1,2 days for the technical support team unfortunately.