Cellular not active

This is not private forum. (This is a public community forum). So please remove your phone number.  If you want to connect with them on social media portal, scroll down this page and pick either Facebook or X( Twitter).

You can mention them:

You are able to login or not. How did you pay your bill. 

And what do you mean by " My old SIM?" Do you have 2 SIMs?

Thank you for the warning. I removed my phone number from the post.

I will contact Koodo support via Facebook Messenger or Twitter DM for privacy.

To clarify my question:
- I have 1 SIM card (my old Koodo SIM)
- After 2.5 months without payment, I paid the full balance today
- My account is active and roaming is enabled
- But my SIM shows "Cellular not active" 
- I need help reactivating my deactivated SIM card

Have you tried restarting your phone after paying the balance? Did you dial #227 to speak with the billing department? https://www.koodomobile.com/en/help/past-due-bill

I can flag a rep and if they can check your account 

Another question. Can you log into your self serve?

Thank you for the suggestions. Yes, I already tried:
- Restarting my phone multiple times 
- Removing and reinserting the SIM card 
- Checking my account online - it shows active 
- Activating roaming successfully 

But my SIM still shows "Cellular not active" - it's NOT working.

I understand #227 is for billing department, but I need help with **SIM reactivation**, not billing. I already paid my balance today.

Since this is a public forum, I will contact Koodo support privately via Facebook Messenger or Twitter DM for this technical issue with SIM reactivation.

I need a HUMAN agent to:
1. Check if my SIM is still active in your system
2. REACTIVATE my old deactivated SIM (SIM re-provisioning)

I'm in Vietnam, cannot visit a store. New SIM activation instructions don't apply to my case.
 

Yes, I can log into my Self Serve account 

My account shows:
- Account status: Active 
- Roaming: Enabled 
- Balance: Paid in full 

But my SIM card still shows "Cellular not active" - it's NOT working.

YES, please flag a rep to check my account. I need them to:
1. Check if my SIM is still active in your system
2. REACTIVATE my old deactivated SIM (SIM re-provisioning)

I'm in Vietnam, cannot visit a store. This is URGENT.

Thank you!
 

Is your phone updated to the latest software? Have you tried taking out your SIM card and inserting it back into your phone? How about resetting your network settings or checking your APN settings? Are you currently using a VPN? Did you toggle it off and on?

Yes, I already tried all of these:
- Latest phone software 
- Reset network settings 
- APN settings are correct 
- No VPN enabled 
- Toggled cellular on/off 

NONE of these helped.

My SIM still shows Cellular not active

This is a NETWORK/SIM issue, not a phone settings issue.

Please help - I'm waiting for the rep to check my account.
 

I have flagged a rep for you.

Thank you! I appreciate your help.

Hi ​@Mike1920 

We have looked into it and we can see the sim card is active on the line ending in *76.

What phone are you using?

Have you tried searching for a network manually in the phone settings?

Thank you for confirming my SIM is active on the line ending in *76.

Phone model - iPhone 13 Pro

Since my SIM is active but still not working, I would like to request to  convert my number to eSIM. This would solve the issue since I'm in Vietnam and cannot visit a store for a replacement SIM.

Can you please:
1. Convert my current number from physical SIM to eSIM
2. Send me the eSIM QR code or activation code
3. Provide instructions on how to activate eSIM on my phone

My phone supports eSIM. I will scan the QR code and activate it once you send it.

This would be much easier than waiting for a replacement SIM to be mailed to Vietnam.

Please let me know if this is possible.
 

If you want to switch from a physical SIM to eSIM, you should be able to do it on your phone.

The eSIM can be downloaded and set up on your Self-Serve account, since Koodo no longer offers eSIM vouchers. https://www.koodomobile.com/en/help/esim-and-esim-vouchers

​@Mike1920 If you wish to switch to esim, this operation is possible only in self serve, using the steps in this link https://www.koodomobile.com/en/help/esim-on-apple → Existing customer: Switching from physical sim to esim.

We would recommend first trying to connect to a network manually:

Go to Settings!--tgqphd|[]--> > Cellular!--tgqphd|[]--> (or Mobile Service!--tgqphd|[]-->) > Network Selection → Turn off automatic network and try to connect to one of the networks listed manually.

Let us know how it goes.

Thank you. But I have a problem:

To switch from physical SIM to eSIM in Self-Serve, I need to receive SMS verification. But my cellular is NOT active, so I cannot receive SMS.

My SIM is physically NOT WORKING (tried in another phone - same issue). The problem is with the SIM card itself.

I need you to:
1. Send me the eSIM QR code directly to my email
2. OR fix why my SIM shows "active" in your system but doesn't work physically

Since the physical SIM is defective, I cannot switch to eSIM myself.

Please send me the eSIM QR code so I can activate it directly.

Thank you!
 

I tried following the steps you sent, but I cannot proceed:

When I go to Settings → Cellular (or Mobile Service), the Cellular option is greyed out / not clickable because "Cellular is not active".

I cannot access Network Selection because the Cellular menu is blocked due to the SIM being inactive.

This confirms the problem is with the SIM card itself, not the phone settings.

Cellular settings on my phone (SIM not active), 

1. Send me the eSIM QR code directly to my email
2. OR suspend my physical SIM and activate eSIM remotely on your end

Thank you!
 

Can you do that?

​@Mike1920 

As much as we would love to help,  the physical sim conversion to an esim is an on-device action and it doesn’t require a esim voucher. This action should be possible only from your device

Just to double check, are you using these steps, from the link we shared above?

Regarding the phyiscal sim card, does the status bar on your phone say “No sim detected/invalid sim” or “No service”?

1. As far as I know, they don’t send eSIMs through email. Typically, that can only be done in Self Serve. However, since your account has been suspended, I doubt you can switch to an eSIM there right now.

2. From what I read, your physical SIM has already been suspended previously. That might be the obstacle. I recommend you make sure the physical SIM work first. After that, there are several ways to get an eSIM.