eSIM’s QR is not provided

Have you ordered your eSIM in a store? 

No, I have no idea about anything, koodo agent just mentioned that turn on my phone after 2.5 hours of the saying YES message to the previous carrier. 

I talked on a phone call only & he did everything like order eSIM & all online, not by going any store, let me know what am I supposed to do next cuz I’ve been waiting for this since last 2 weeks 

Hi there,

So to confirm, you ordered the service with a physical sim originally. It was taking too long so you then decided to switch to esim.

When switching to esim, did you schedule a callback with a koodo rep and they were going to provide the esim qr code after making the switch? And did you already go through the process to transfer your number?

It would make sense that you don't have service if that is the case as that means you already transferred your number to the other Sim - which you dont have. If you could clarify that would be appreciated.

So, I wanted to stick with the phone number that I used with other carrier, so for that as well as koodo representative made a call at a wrong time instead of scheduled callback time day before yesterday , that’s why I needed to make a call again yesterday. On that, I talked with another Koodo’s agent not the same one, so he asked about my previous contact number with physical SIM that was going to come at my place as well as the contact number that I want to stick with for eSIM, then he set up that preferred number only, then I got the text message from my previous carrier (freedom) so in that I needed to press YES within 90 minutes, so I did that then he hung up the call saying “you’re all set up, just after 2.5 hours turn off & then turn on your phone” that’s all. 
 

There was no talk regarding QR code, & I also had no idea about that because no one told me on a phone call, so in my mind there was only thing going on that I just need to turn on my phone after the given timeline. The physical SIM card never come at my address till the date. 
 

Right now, I cannot make a call, send text message & receive anyone’s call. It’s literally frustrating. 

Ah I see. Thank you for clarifying. Not being able to make a call etc makes sense as you ported the number over but were not given the esim QR code. This is required as you add it to your device in the phone settings then you're good to go. This is definitely where the rep made the mistake, you need the esim information it does not just activate on the device without it being entered through the device settings.

The 2.5hrs they mention is because it can take that long to port the number over fully.

Just to confirm one more thing, do you currently have access to koodo self serve? And when you login, does it show your phone number from your previous provider?

On self serve, there’s my name but when clicking to overview, there’s just account # of 8 numbers.

Ok, in that case i will flag a rep on this platform to take a look.

Normally, if your number and plan was showing there you could just do a simple sim card change after picking one up from a koodo or telus store. That, or a rep could do the same thing and actually send the esim information, but i beleive you will need more assistance as the number is not showing.

Make sure you're logged into the community using your self serve credentials and they will be able to take a peek. 👍

So, what I need to do besides staying here? 

I have flagged a rep to your post to review the issue.

If you're logged into the community using your koodo self serve credentials, then that's all you will need to do. A rep will respond here after a short time as I have and assist. Their response times can very, but they will respond.

Based on what you have said, where all you see is an account number makes me think 2 things. 1. The account was not properly provisioned and needs a rep to take a look to get it setup properly. From there we can sort out the sim card issue.  Or 2. It was never properly activated but the number was ported - the question is where.

Once the rep reviews your account, which they can do if you're logged in using your credentials, they will be able to shed some light.

Your other alternatives are to either visit a rep in person or to schedule a callback to another phone number through koodo assist. Unfortunately for this issue I dont think you can solve it on your own, you will need a reps help.

It’s very cold outside today and I have no other phone number to request callback, so I’ll wait until its response here only then will decide what to do next 

Hi ​@Arya_07 

We are sorry to hear about this experience!

We have looked into it and we can see the account has been cancelled yesterday. 

Just to double check, have you requested the cancelation of your original account and the asked the rep to activate a new account on esim instead?

Yes that’s correct because I don’t want to change my contact number 

​@Arya_07 

Thank you for confirming!

We have just sent you a private message, so we can confirm some more details, please check your community inbox when you get the chance.