moving from prepaid to postpaid

Couple of questions to get the analysis started.

1.  Did you use a new Post Paid sim (sim cards for prepaid and post paid are different)?

2.  Did you phone Koodo to port your number (when I did this a few years ago, you could not port your own number from prepaid to post paid)

Hi, thank you for looking into this.

1. I am still using the same SIM card that I had on prepaid. I did not receive or insert a new post-paid SIM. My prepaid service was working earlier today before the switch, but after the conversion my prepaid account was deactivated and now my post-paid order shows as “in progress” with only basic access.

2. I did not port my number, since I stayed with Koodo. I switched directly from prepaid to post-paid with the same number. I have not been able to call Koodo because I currently have no SMS and no mobile service, and Wi-Fi calling cannot be enabled without SMS verification.

It looks like my post-paid line may not be fully provisioned yet, or the SIM may need to be reprovisioned or replaced for post-paid service. Could a moderator please check if my line can be fully activated, or advise if I need a post-paid SIM?

Hi there,

You do require a postpaid Sim. As Ross said, the postpaid and prepaid services are different. Because of this, when you switch to the new service a pospaid sim card is required. A prepaid sim will not work on a postpaid account.

When the prepaid number is migrated and a postpaid account is created, the number must be assigned to a new sim to continue. Did you order the postpaid service online? If so, did you select for a physical sim card or ESIM? As this is what the number would have been assigned to.

In doing so, once the migration process is underway the prepaid sim is disconnected as the number is no longer assigned to it. This is why you do not have service anymore.

https://www.koodomobile.com/en/help/moving-prepaid-postpaid-monthly-service?srsltid=AfmBOoqhFjpDoW6Ip52eP3bXi8R0yCau_W5rzLPEYgJ2Kiie_gKxPX6o

Did you do your switch via the fast switch option described in this link? 

This did not exist when I did my conversion a few years ago.