Hi there,

Have you restarted the device since switching the plan? Have you tried resetting your network settings or apn settings?

If you need instructions on how to reset the network settings, let me know along with the device model you're using. Instructions on how to change your apn settings can be found in the link below. Sometimes these change when you travel so it's good to check

https://www.koodomobile.com/en/help/setting-data-your-non-koodo-phone

I restarted the device multiple times. My current apn setting is almost same as what instructed in above link however I tried adding new apn setting but still its not working. I want to try resetting network settings, my divice model is Samsung Galaxy S20+ 5G model number SM-G986W.

Your help is highly appreciated

No problem hopefully this fixes things. To reset the network settings on a samsung device, follow these steps: go to Settings > General management > Reset > Reset network settings.

Just keep in mind this will also reset any saved Bluetooth devices or WiFi settings so you may have to reconnect, but it does tend to fix most problems

It didn't worked either. I will try putting sim to orher device.

Meanwhile can ​@Koodo team see at their backend if there is any issue?

Hmmm odd. Did the sim end up working in the other device? And do you see your new plan showing up in self serve not just the transaction?

If none of that works then your account may need a refresh on the back end. This can be done with a rep on here if they see your post, you just have to be logged into the community using your self serve login credentials. 

Hi ​@ptl-ankur 

We have looked into it and we see there are two lines on your account and one is still on Seasonal Hold.

The line *** *** 13** is indeed on an active plan, however the other one is still on Seasonal Hold.

Can you please let us know which one are you referring to?

Thanks ​@Flo Koodo for your reply.

I am referring to line *** *** 13**.

Line *** *** 81** should still be on sesional hold.

Got it!

We have refreshed the settings on our end. Have you had the chance to test the sim on a different phone?

Hi ​@Flo Koodo 

The service is now back and working all good. 

I appreciate all your help. Thank you