Help with switching from pre-paid to post-paid

Question

I was a pre-paid customer and switched to post-paid this morning. My SIM card doesnt work and my phone has been disconnected all day. I turned it off, took the Sim card out, restarted the phone multiple times today. I wasnt told I'd need a new SIM card but since it hasnt been working all day, do I need to get one? I can't receive any texts or calls.

Dinh · Accepted Answer

Are you moving from Koodo prepaid to postpaid with the “Fast Switch” program? If you did, you don’t need a new SIM. However, if you follow other normal prepaid to postpaid process, you would need a different SIM.

As well, are you using a phone compatible with eSIM?

Dinh · Answer

Yes when I look at mt settings, I see an eSim option. I'm not sure if I selected "fast switch" I thought I did. I got a text message when I did the switch to confirm, and replied "yes". But I went to a koodo/telus place today and talked with customer service and they said it looks like a new SIM card is on the way

If a Koodo rep already mentioned that a physical SIM is on the way, you might have selected the option to use a physical SIM unfortunately.

As of now, you could visit a Koodo store, with your ID and service agreement email, they might be able to give you a replacement SIM.

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