Koodo Community

Community

Solved

Number Stuck Between TELUS and Koodo


I had a phone number active at TELUS. I ported it to Virgin Mobile. Apparently, TELUS doesn't cancel the line after a port out. They just suspend it, and postdate a cancellation for the end of that billing cycle. So my number is suspended until July 10 at TELUS. I could receive calls at Virgin Mobile without any problems because the number was transferred to Bell/VM system and TELUS' suspension couldn't interfere with it. Then, I ported the number to Koodo. Now, the number is no longer at Bell/VM, it is active at Koodo for outgoing calls and texts, but it can't receive calls because the calls are going to the suspended TELUS line. How do I get this resolved?

11 replies

Userlevel 7
Badge +4
Hey Limbo, how do you know the calls are going to the Telus line now exactly? If you have a phone with Telus and a new phone with koodo and the calls are going to the Telus phone try turning off the Telus phone and turning off and on the Koodo phone.
Paul "Kid Android" Deschamps wrote:

Hey Limbo, how do you know the calls are going to the Telus line now exactly? If you have a phone...

Because the line is active at Koodo, but calling the number gets the TELUS woman saying "[3 character error code], the client you are trying to reach is temporarily out of service or not equipped for incoming calls. Please check the number and try again." The calls are not going to a TELUS phone, they are just going to TELUS who sees/thinks that the number is suspended.
Paul "Kid Android" Deschamps wrote:

Hey Limbo, how do you know the calls are going to the Telus line now exactly? If you have a phone...

Well why did you change your carrier in the first place wouldn't it be easier just to stay within one company instead of going through this
Userlevel 7
Badge +4
Paul "Kid Android" Deschamps wrote:

Hey Limbo, how do you know the calls are going to the Telus line now exactly? If you have a phone...

Lesson learned here, is to not port a second time until the first port is complete
Userlevel 7
Badge +4
When did you initiate your porting process from Telus to Virgin?
And when did you initiate your porting process from Virgin to Koodo?

If you were able to receive calls at Virgin Mobile, then I believe your porting just needed a little more time to complete...?

And you ported again from Virgin to Koodo, and now you are able to make outgoing calls and text.

What do you mean "The calls are not going to a TELUS phone..."?
Are you using a phone from different company? 
Mayumi wrote:

When did you initiate your porting process from Telus to Virgin?
And when did you initiate your p...

I could receive calls at Virgin Mobile because incoming calls were going to Bell's network, and so TELUS couldn't interfere with those calls. Since Koodo and TELUS are the same thing, when incoming calls come to TELUS' network, they go to the suspended TELUS line instead of the active Koodo line. I am not saying I am receiving the calls at TELUS, I am saying that the calls go to TELUS and end up with the TELUS woman's temporarily out of service error message. The calls cannot go to any physical phone because the line is suspended, the SIM card is not active.
Anyway, I talked to TELUS and they will take 48 business hours.
Userlevel 6
Mayumi wrote:

When did you initiate your porting process from Telus to Virgin?
And when did you initiate your p...

Perhaps a call to tech support or the number porting team should resolve this?
Userlevel 7
Badge +4
Mayumi wrote:

When did you initiate your porting process from Telus to Virgin?
And when did you initiate your p...

To which one, the Telus one, the Virgin one, or the Koodo one? LOL
Userlevel 6
Mayumi wrote:

When did you initiate your porting process from Telus to Virgin?
And when did you initiate your p...

Koodo at this point, since it's Koodo who most recently ported the number.
Userlevel 7
Badge +4
Mayumi wrote:

When did you initiate your porting process from Telus to Virgin?
And when did you initiate your p...

The things could have got stuck between Virgin and Telus, if the port was not 100% complete (based on how im reading this)
It was successfully transferred to Koodo. TELUS "fixed it" by making the number go completely off service while being active at the same time. It started saying "The number you have reached is not in service." I contacted them again and they made it work within an hour of that.

Reply