Hi,
On September 14, my iPhone 15 suddenly started showing “Invalid SIM,” and I completely lost service on my Koodo line.
After contacting Koodo Assist, I tried using Self Serve to reissue my eSIM. The process appears to complete on the Koodo side, but my iPhone never receives the notification to install or activate the new eSIM.
I spent a day chatting with support, and a phone call was scheduled for the following day. The support representative I spoke with asked me to restart the phone and said I should then receive the eSIM installation notification. He also said he would call me back to confirm whether it worked, but I never received the callback.
I’ve now tried the troubleshooting steps provided by Koodo, but I still have no service and cannot activate the replacement eSIM.
At this point, I’m out of options. I urgently need to recover access to my phone number because many of my accounts and services are tied to it.
Could someone from Koodo please help escalate this and check whether the eSIM provisioning for my line is stuck or needs to be reset; or if it’s a different problem?
Thank you.
