Can't make calls + stuck in a Self Serve / Customer Service loop

Hi there,

When setting up a prepaid plan, there isn’t much setup to be done besides assigning a phone number to a sim and confirming the purchase for the plan. Beyond that, there isn’t anything else the store reps should need to do, it should be working right after the purchase so it may be something else causing the issue like a backend issue causing the account to not be finalised or something with the device.

To confirm some things, do you find that data and texting also work or is it just the outgoing calls that don’t work? Is it only not working when you call one phone number or does it not work when you call any phone number? When it doesn’t work, does it tell you an error / what happens?

Hmm … thank you, I just tried it, texting works, but it shows up as a different number then the number of this cell phone. 

Interesting. When you setup the prepaid account on Saturday, did you port a phone number over to Koodo or did the rep assign you a new phone number? 

Do you have a number with another provider and you now have two sims for the same phone or is the number you got on Saturday supposed to be the only number you have?

I port a number to from Telus to Koodo, and the number was successfully ported over. 

hmm ok. To me, just from what you have described, it seems the Telus number did not port over fully or you need to refresh your network settings. Where it is sending messages from another number this gives me some doubts. The other number is normally a temporary number set by the rep which they then switch to the ported one after the account is setup.

Since porting the number over, have you restarted the device or reset the network settings on your phone? Sometimes after a port has gone through, a reset is required to get everything synced up. You can also try removing the sim card and re-inserting it. If none of that get’s the calling to work, the next step is asking a rep for help.

I have restarted and removed the sim card and re-inserting. I have done all of that … but still no. 

Yes this is what I am trying to do, get a rep, but I can’t get a rep if you see my message above. 

Yes, I saw your message above regarding the need of a rep but figured we could try to fix it here for you first in case it was something simple causing the issue.

Based on what you described, you will need a reps help. You won’t be able to check the port status as you need self-serve and you don’t have access. It won’t let you as it seems the activation link has expired. They will need to send you a new one and while they’re at it, can check the port status.

You can reach a rep via social media instead of Koodo assist. You can do this by clicking the associated logos at the bottom of this page for Facebook and X and sending them a direct message. 

This is a known issue. However, you should be able to bypass it with this glitch. You can register your Self-Serve account with another email address and you should be able to get back in.