My partner and I ported to Koodo back to today from a winback deal and the sales rep mixed our phone lines. We can’t text or receive calls on either of our phones. We can make calls and interestingly calls from my phone show as my correct number (I have no idea why) but because we can’t receive calls I can’t use Koodo Callback assist. Any help from a Koodo rep would be great thanks!
Answer
Had porting issues, now can’t receive calls
Best answer by SoundWave
Got it solved, apparently the other provider I was porting from didn’t approve the transfers because the accounts I had with them didn’t have any balance so they were technically inactive. I thought I had paid for the month when I set up the account but apparently not. Soon as that was done I could restart the transfer and all went over smoothly. Gotta love the little catches for porting out and back in to receive winback deals. Thanks everyone for help and suggestions!
It takes some time for the porting process to complete. It’s normal to be able to make calls and texts, but not receive them until the process completes. It can take a day. I’d try tomorrow to see if it’s good or not. If you don’t mind updating us, then we can flag a rep to assist further if needed.
Ah, the mixed-up lines thing is rough. Since Goran already covered the waiting period, here’s what I’d check: are both phones showing the correct numbers in your Koodo Self Serve account, or are they still swapped? If they’re swapped there, that’s likely why receiving isn’t working; the network thinks calls for your number should go to your partner’s phone.
If the account shows them backwards, you might need escalation to fix the backend routing. That’s not something a restart or network reset will solve.
Thanks to you both, the transfers were cancelled by Koodo and I think that’s why the process has stalled. I don’t know if the numbers are switched since both lines are under my name (just to make it even more confusing)
Cancelled transfers entirely? Did you just get a notificaiton of that or did a rep inform you? Are you still trying to get ported to Koodo?
If the transfers are cancelled, then you shouldn’t be able to have working calls through Koodo at all. That really doesn’t make sense personally. If you like, I can flag a rep to look into it to see what’s going on.
Ah, the mixed-up lines thing is rough. Since Goran already covered the waiting period, here’s what I’d check: are both phones showing the correct numbers in your Koodo Self Serve account, or are they still swapped? If they’re swapped there, that’s likely why receiving isn’t working; the network thinks calls for your number should go to your partner’s phone.
If the account shows them backwards, you might need escalation to fix the backend routing. That’s not something a restart or network reset will solve.
And thanks for the suggestions. I’d be happy to wait till tomorrow if I didn’t think it was a porting/transfer issue. I’m guessing the cancelled transfers are clearly a big part of it, but I don’t know why I can make calls but not receive calls or send/receive texts. I’d have thought all calling and using data would be impossible until porting was complete.
Unfrtunately it’s pretty late now and there won’t be any tech support available until tomorrow anyways. Sometimes a rep here is online later at night but overall customer support is done by 9pm.
The actual process is completed in stages. It just happens to provision outgoing calls and texts first, and later on provisions receiving them.
I just don’t get that it tells you that transfer is cancelled yet it’s clearly working and in processing
+4Hi
We have looked into from our end and we can see indeed the transfer was cancelled on both lines.
just todouble check, have you replied to the verification text to confirm the transfer?
+4Got it!
If you try to initiate the transfer again, does it work?
+4Will you please clear cache and cookies in your browser or log into you account in incognito mode and try again?
Please let us know if that works!
On my account it shows both of our phone numbers and not the temporary numbers we were given when the rep set up the two lines so it looks like the transfer did happen even though it didn’t
I tried the port again in incognito/private browsing mode and it said failed to submit port in request
If the number is showing on your Self-Serve account, that means the number has already been ported over to Koodo. To solve this issue, you may want to call the Koodo porting department at 1-844-232-7678 to speak with a rep.
When I call the number it forwards me to Koodo assist for a callback which won’t work because I can’t receive incoming calls
Are you able to borrow a phone from a friend or family member for the callback? If there is no one, you can download an app that can make or receive calls from Canada, such as Fongo, and schedule a callback to that number instead. https://Koo.do/Chat
Unfortunately not, I’ll have to go into a Telus store when they open and see if I can use their phone to get a callback. Thanks for the tip about Fongo, I’ll look into that as well!
Are you able to borrow a phone from a friend or family member for the callback? If there is no one, you can download an app that can make or receive calls from Canada, such as Fongo, and schedule a callback to that number instead. https://Koo.do/Chat
Fongo works great! Thanks so much, saves me a trip to the store. Now I hope the rep can get this solved for us.
Got it solved, apparently the other provider I was porting from didn’t approve the transfers because the accounts I had with them didn’t have any balance so they were technically inactive. I thought I had paid for the month when I set up the account but apparently not. Soon as that was done I could restart the transfer and all went over smoothly. Gotta love the little catches for porting out and back in to receive winback deals. Thanks everyone for help and suggestions!
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