Self Serve Registration (Public to Koodoo Port)

Hi there,

just to confirm, did you receive any other confirmation saying that the activation has been successfully completed and is the Public Mobile service still active or is it now showing Koodo in your phone settings?

When you check your sim settings, is it showing the Koodo eSIM? If it is and your Public Mobile service has been deactivated and you’re using the Koodo service, then you will be able to setup your Koodo self-serve profile by following the steps in the email that you had received as the transfer was completed successfully.

Did you receive an email from Koodo with instructions for the eSIM activation? If not, you may need to go to your nearest Koodo store to get a physical SIM card to activate your service.

Assuming you used the Fast Switch Self Serve option, it will take some time for your Self-Serve account to be migrated over to Koodo. Once it is ready, you should receive an email confirmation and you can access it with your existing login details from Public Mobile.

In the meantime, I have flagged a rep to confirm whether the port transfer went through.

My PM has been deactivated I assume since I cannot login anymore. I was able to log into self-serve once and it did state that “My order was in progress”. 

I wish I was able to go to a physical store however I am currently abroad and won’t be back in Canada for two weeks. I needed to go through with this transfer urgently to be able to receive 2FA codes abroad (PM doesn’t offer this) for work reasons. I ensured that PM made my number open to port as well. 

I’m assuming its just a waiting game now but I am getting a little stressed as I have received no update emails apart from me being registered with Koodo. 

Another issue now, whenever I try to log into my Koodo account, I get:

{"type":"PingFedError","status":500,"fields":[],"message":"PingFed: [500] Service Association - UserInfo: connection error"}

My connection itself, as in Wi-Fi stability and speed are just fine when used on other resources. Really not sure whats going on, feel a little lost in the dark. 

hmmm I see. To confirm, when you began the process to switch to Koodo did you do it using the Public Mobile Fast Switch feature or did you order the service through the Koodo webstore? For Fast Switch, normally the number is brought over within minutes. If ordered through the webstore, where you see “in progress” in self-serve, that is because the order is being reviewed for approval by a Koodo rep. A rep will review your credit details and will approve the order within 1-3 business days, after which the account becomes active.

For logging into self-serve it can sometimes be picky, connection errors like those usually show up from Server connection issues. Try a different browser, clearing your cache and cookies, or trying a different device to login and that should do the trick. If you have a VPN active, try turning it off and singing in as well, sometimes this will cause you not to sign in.

Yeah, I am able to log in again, clearing cookies and cache did the job. Thanks for that!

It says to check back in 3-4 days so I guess there’s nothing that can really be done except for wait. 

I ordered it through the Koodo webstore as that is the natural flow that Public Mobile guided me through when I clicked “Check out Postpaid Plans”. 

Ah I see. Thank you for confirming. I am glad you got access again, self-serve can be picky sometimes. 🙂

Yes, in that case once order has been processed by a Koodo rep, you will receive a confirmation email and the account is active. From there, you should be able to download the eSIM profile to your device either through WiFi or they will send you an email with the eSIM as a QR code.

Note that the account may be setup with a temporary number and you may be required to port the PM number over after the fact. If that is the case, where the number is open to port on the PM side, it should bypass the need for the SMS verification. If you have issues with this, you will need to contact a rep.

The Fast Switch option is not available to everyone on PM as of yet as it is a new feature that they’re rolling out, so it seems that was not what was presented to you and it brought you to the usual activation method instead.

Once the account is activated, if you have issues receiving the eSIM profile let us know and we can notify someone to assist. For now though, you’re correct, it is a waiting game until the order is approved. 👍

I guess I will see when the order processed by a rep, but I believe PM made my number open to port only for 24 hours and told me I was ready to migrate, so I started the process. I can’t log into PM anymore so not too sure how that will come to be when I get processed. We shall see. May need to contact a rep from a different PM account. 

Hi there, ​@perpetualfly  ! I verified and unfortunately I see that your Community account is not linked to the Koodo profile yet, so we’re unable to access it. If you’re unable to find a way to connect using your Koodo account over here, the best thing would be to book a callback, using a different number, with our Teams using the Koodo Virtual Assist .  In case that’s not possible, please visit a direct store - you can locate the nearest one to your address here: https://www.koodomobile.com/en/find-nearest-store?srsltid=AfmBOopFU4VefTabRyRteflY5uVmUWmYGsuN5ka0SFz91hNRHaETl-Hs  

Hi ​@perpetualfly, you mentioned you have access to your online account, is this for Public Mobile or Koodo? If you do have access to the Koodo self serve, please log out of the Community and log back in, using your Self Serve account credentials as shown in the picture below. 

Unfortunately, if you did not complete your Koodo online registration, we have no way of accessing or authenticating the account here. 

If that is the case, you can try to send us a private message on social media via Facebook, Twitter/X or Instagram to see if we can identify the account through other means. 

Hey there, this is my actual, official account (I also own the account perpetualfly — created it only to push out the issue while my Koodo Self Serve was down). I would love to verify in whatever way that I can, except SMS since I am currently international and am getting all of this done to set up for my return to Canada. 

I will flag a rep back to the post so they can take a look ​@Shiven, just note that response times on the community page can vary so they may not respond straight away. 🙂

All good, thanks for the help once again Oliver!

Hi there, ​@Shiven ! Thanks for connecting with the Koodo account! 

I verified and, unfortunately, this is only a tentative account, there are no services associated with it. Also, there are no orders in the system attached to this account/e-mail address. 

 Did you receive the confirmation via e-mail after ordering the Koodo eSIM and plan? 

That’s quite scary to hear. No I didn’t receive any order confirmation/bill. I went through PM directly and through a bunch of redirections I completed my order.  I did get a “Hooray! You're now registered for Koodo Self Serve” mail and Koodo community activation mail. That’s all. I do have a screenshot of a reference number if that’s of any use. I know that PM will release my number by the 19th of August so I’m getting a little stressed now as I can’t even log into PM anymore (assuming that on their end I have now registered with Koodo). 

If your number ends in *63, we’re still seeing it as active with Public Mobile. Do you have an option to port in your number in the Koodo self serve? Here is a guide https://www.koodomobile.com/en/help/moving-your-number-koodo

Yes that is my number.

http://koodo.com/changenumber When I click this link, it says service is unavailable. I can’t even initiate callback because PM doesn’t work internationally and my eSIM is inactive. 

Its very odd that its still active with PM, despite me triggering the transfer. I am quite concerned. Will try emailing PM as well. I can’t lose my number (by 19th Aug its gone) because its connected to a lot of sensitive accounts. 

Hi, I’ve tried contacting PM and the last thing they said to me was follow the instructions of the new system. So basically, going through the manual link Koodo.com/changenumber. However, as I mentioned this isn’t worked for whatever odd backend reason. 
 

Is there any way where I can manually authenticate this to be carried out via an agent. 

Hi ​@Shiven 

We still don’t see an active service on your account, which means the transfer may have been stuck somewhere. We have limited access here on the community when it comes to technical or port related inquiries, however, if you are able to use a Canadian phone abroad, we recommend scheduling a call back with the virtual assist and speak with a rep for further assistance.

If you are unable to use a Canadian phone number for a  call back, you can try, Fongo, so you can schedule a call back with the virtual assist

Hi, I have just received confirmation from PM that they have approved the “pre-port skip” and they recommended me to contact Koodo ASAP to trigger the transfer. Its not letting my create a Fongo account here in Qatar and I have no call back number available. Would it please be possible to try and resume my port? I chose the $30/50GB plan (well $30 after auto pay). Anytime I try to manage my subscriptions, change number (via link provided in this feed) or do whatever with my account thats related to porting the number over: it says “this service is currently unavailable”. If there’s a way to reset this account such that I can manage/access/buy plans I would love for that to happen or if anyone can trigger the port. 

I really wish I had more autonomy and could do something but I literally cannot. PM says that the number is fine to port now and they advise to do it quick before 19th. Would it please be possible to receive support. (I can’t even register a callback via Koodo Assist because it states I have no number associated with this account).