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Question

Tried to Order a Sim Card Online, Got to the End of Order and Got Error Message

  • 16 October 2020
  • 8 replies
  • 102 views

I tried to  order a SIM card online to port my existing phone from a different carrier to Koodo, and when I got to the end of the ordering process, instead of getting a confirmation that my order was placed, I got an error message (WPS) and (2002), as well as a link to go to the nearest physical store. I want to order online and save myself $40.


8 replies

Userlevel 7
Badge +4

Have you already registered to a koodo Prepaid or Postpaid plan at https://www.koodomobile.com/rate-plans?INTCMP=KMNew_NavMenu_Shop_Plans?

Porting is a subsequent step to registering to a plan. If you are already a registered koodo customer you do not need to order another SIM for the porting.

 

Userlevel 7
Badge +4

Sounds like Koodo needs an extra level of ID check.  Unfortunately there is nothing you can do but go in-store.

You can try to ask the store to waive the fee but it may not be possible either.

I don’t have any Koodo plans as far as I know - I was trying to buy a sim card so I could port my Petro-Canada Mobility iPhone over to Koodo. 

The customer service person I talked to over the phone (after trying for an extended period of time to find some way to talk to someone about this problem) was completely unhelpful - her best suggestion, based on not having any idea at all what I was talking about, was to use a different browser. Her next suggestion was to go to a store in person and beg them to waive the $40 charge that I wouldn’t need to pay if I was able to do this easy thing online.

The level of difficulty I am having switching my iPhone to Koodo, and the bad customer service, has convinced me that Koodo is not for me. I’m just imagining having any further problems, and dealing with your incompetent and difficult to access customer service in the future. :(

Userlevel 7
Badge +4

You should look for a (BYOD?) plan at 

 https://www.koodomobile.com/rate-plans?INTCMP=KMNew_NavMenu_Shop_Plans  If you choose to select a Postpaid plan, Koodo will send you a pre-activated Koodo SIM once you completed the order.  

Porting is a subsequent step to registering to a plan. 

You should look for a (BYOD?) plan at 

 https://www.koodomobile.com/rate-plans?INTCMP=KMNew_NavMenu_Shop_Plans  If you choose to select a Postpaid plan, Koodo will send you a pre-activated Koodo SIM once you completed the order.  

Porting is a subsequent step to registering to a plan. 

That’s what I was trying to do - I got to the end of the order, and got the two error messages that I quoted in my OP.

Userlevel 7
Badge +4

Read your original post again and searched the koodo resources for possible solutions

Try the ‘check out’ error debugging steps in the following link 

https://www.koodomobile.com/en/help/checking-out

If you see an error while you’re checking out, try these things out:

  • Clear any cookies in your browser, clear your cart, and try again.
  • Make sure that the address you enter in the billing section matches the one on your credit card. You can enter any Canadian address in the shipping section.

If you’re still having trouble, email us at koodo.webstore@koodomobile.com

Yup, did all those things, The problem with re-doing this order over and over is that my credit rating takes a hit every time because of the credit search part of the process, so I am not willing to do it over and over.

Userlevel 7
Badge +4

I believe that Dennis is already giving answer.

OP need to go to a store and set it up.  Once people get the message saying “ to go to the nearest physical store.”, then they can’t complete their order thro online.

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