Hi there,

when you take out the sim card and insert it in another device, does it pickup the Koodo network or does it say something else?

When you go to change your sim on Koodo self serve, it will tell you the digits of your current sim card associated with the account. Do the last 4 digits match the new sim they sent? If it doesn’t follow the steps below to change the sim to the one they sent.

https://www.koodomobile.com/en/help/koodo-sim-support

Hi,

I inserted the new SIM card into my old iPhone 13, but it only shows SOS and doesn’t connect to the network.

Since I already completed the transfer yesterday, I didn’t verify whether the SIM card number matches the one on my account. Is there a way to check this now? I suspect that the issue might be due to the new SIM card not being correctly linked to my account.

Any guidance on how to resolve this would be appreciated!

Yup no problem. So when koodo send sim cards in the mail, normally it isnt active on the account yet and you need to change it to make it work.

If you follow the steps in the link I shared, it should walk you through the steps to see what your current sim number is and then if it doesn’t match, continue the process to switch to the new sim card.

Hi Oliver, 

Thanks. I tried it and gave it the new sim card number but got stuck at this point when it wants to send a code asks for confirmation. 

“Your email address must be active for 48 hours. To continue, please choose the Text option.”

Ah ok, that's a security measure that they have in place if you recently set up a koodo self serve.

Is your old carrier sim still active? As you should still be able to send the sms if the transfer is complete but you don't see SOS on the old sim yet. It can take up to 2 hours for your old providers account to close. If that's not an option, then you will need the aid of a rep to do the sim swap for you if you can't wait the 48hrs.

No, unfortunately I don’t have the other one either because the transfer was successful last night to the original koodo sim card that was associated with my acccount.

But, my account is more than 2 days old. That’s why its a bit surprising. I may have to talk to a rep about this you think?

Hmmm weird. If the koodo self serve account has been active longer than 48hrs and it is still giving you the error then yeah I think you need to speak to a rep and they can do the sim swap for you.

You have a few options for this. 1. A rep on here will respond and can send you a private message to do the transfer if they see your post. 2. You can reach out to a rep through koodos social media pages by hitting the Facebook and Twitter (X) logos at the bottom of this page. 3. Simply going into a koodo or Telus store. 4. Setting up a call back to a different phone number and a rep can do it over the phone.

Overall once the sim swap is done, your services should be active and you're good to go

Hi there,

Just as an update, I scheduled a call back and after about a 45 min call (most of it waiting and being passed around), they finally got it working.

Koodo call center is not great. The agents always put you on hold and go away for 15 minutes. Sometimes they don’t even say they are putting you on hold, and the music starts. What a brutal experience. Hopefully I will never have to call them again.