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Problem switching from Public Mobile to Koodo


I have an issue trying to switch my phone line from Public Mobile to Koodo.  Two weeks ago, I asked the agent in Koodo Store to switch my plan ($25 dollar a month) from Public Mobile to Koodo but this process has not been completed yet.  The agent gave me a new sim card of Koodo and I signed an agreement to switch the plan.  I have still my line active with Public Mobile and the sim card is not working because something happens with the switch process.  I am concern about the bill that probably Koodo may charge to me but it would be unfair if Koodo sends to me a bill for inactive service.  What is your suggestion regarding this issue?  Several times I have tried to contact customer service but no one answered me.  Thanks.  

11 replies

Hi there, I am a sales rep at Koodo Mobile. If the number port was successful, your public line would have been cancelled automatically. Koodo will only charge you for an active line. So if your number port was unsuccessful then you would have been informed at the time of activation. Furthermore, it is possible that the sim was not properly attached to the sim card which is possible. I suggest going to a Koodo store and getting a new Koodo sim or asking the sales rep to test the sim. Hope this helps. Brittney
I am sure that sim card is properly attached. The problem is the number port was not successful.  In my particular case when I asked the Koodo agent to switch my line there was a problem with the koodo system and he told me to wait at least 24 hours to complete the process but right now I have a supposed contract for which I do not want to pay anything because the koodo line is inactive.  Should I cancel this agreement (Contract) in order to avoid any charges?  or in this case is the contract void?
Userlevel 7
Badge +4
Oscar wrote:

I am sure that sim card is properly attached. The problem is the number port was not successful. ...

I would go back to the store and let them know your issue.  They can try to get you back up and running and check your account to see if any charges were gonna apply
Userlevel 4
Did they ask you for an account number from Public Mobile? If they put this number as it its there is a known problem because of one extra zero in it. Go to the kiosk or the place you did the switch and check if they put correct account number.
Were you given a temporary number while your public mobile number was being ported manually? I have had a few issues where the public mobile number could not be ported and needed to be ported manually. It takes up to 72 hours for the port to be completed and you will receive a text when the port is successful. The public mobile number has to be active for the port to work. If you go into a Koodo store a rep can help you at no cost.
Userlevel 4
Hi, Oscar

Like you have just said there was a problem with Koodo system at the moment you were switching. That could be in itself the main reason why everything didn't go smoothly as you probably expected. I can assure you that last month along, many people switched from PM to Koodo without any problems at all. In many cases ports were completed almost immediately. 

I hope everything will be solved as soon as possible to your personal satisfaction.
Honestly, I do not want to switch my line from Public Mobile to Koodo.  This switch process has been too hard for me and I do not have time to go to Koodo store again.  I am not satisfied with the Koodo's service and I prefer to cancel the switch process and still keep my line with Public Mobile.  My concern again is about the supposed agreement that I signed when I was visiting koodo store.  If I do not have any line active with this agreement Koodo is going to charge me for this?  Should I cancel this agreement or this koodo's account is void?  Thank you for your help.
Userlevel 7
Badge +4
Oscar wrote:

Honestly, I do not want to switch my line from Public Mobile to Koodo.  This switch process ...

Hi Oscar,

In this case, I would recommend you contact Koodo via direct message on facebook or twitter and a rep can check the status of your account and see what can be dont to halt or reverse the port

Oscar wrote:

Honestly, I do not want to switch my line from Public Mobile to Koodo.  This switch process ...

How can I contact a Koodo rep via direct message?

Userlevel 7
Badge +4
Oscar wrote:

Honestly, I do not want to switch my line from Public Mobile to Koodo.  This switch process ...

https://m.me/Koodo Just login and send a message.
Userlevel 4
Hi, Oscar

I assume that you are one of those Pioneer Users on PM before switching to Koodo Mobile. Be sure before switching back or reversing your port that you are going back to your old PM Plan as before. Otherwise they are going to put you on one of their newest plans, which are not bad, if you don't mind loosing access to Call Center and Canada Wide Calling.

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