I recently moved from Alberta to Saskatchewan. I changed my phone number from a 587 area code to a 306 area code number a few weeks ago. The phone works but my profile ‘this phone’ still sees the old number. When I call somebody, they see my old number and if they try to call me at that number it doesn’t work. I reset my phone a couple of times but no change. I setup a callback with Koodo assist twice but never received a callback.
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Hi
Have you checked in the phone settings on your phone if the phone number can be edited?
Yes, I have checked. When I go to contacts, my profile … This Phone has my old phone number and I CAN NOT edit it. i was able to add my new phone number and set it as the default number.
I assume it is picking up my old number from the sim card. I assume that it just didn’t get set properly when I changed my number and that it needs to be reset. Unfortunately there isn’t a way for me to contact Koodo to get them to do that. So I asked for a callback twice. They text me just before the time of the callback but they never call me. I set up another one for tomorrow but … who knows.
Have you tried restarting your phone?
Yes, I restarted my phone twice since changing my number.
If I don’t get a call back tomorrow I will back up my phone again and reset to factory settings. if that fails I will try to change my number again. If that fails, I will get another sim card. Or just switch to SaskTel which is more expensive but I need a properly working phone.
Which phone are you using?
I assume the number change in Koodo self-serve was complete and you saw the new number there. The only issue is the contact number in your phone?
I have a Samsung SG21. Yes my Koodo account shows the correct number and my Samsung account looks good as well.
So, yes, the only issue is the profile contact number in my phone shows the old number. But, as I indicated earlier, I was able to enter my new number as a second mobile number and set it as the default number. Because it is the default number, it comes up on the recipient’s phone instead of my old number (at least it does when I test with my wife’s phone). So, in a way, it might be a non-issue now, but I don’t know how it interacts with other people’s phones or applications etc.
My callback was setup for 10am today. At 10:03 I received an automated text from Koodo Assist …
“Koodo Update: Get ready, your KOODO callback is coming shortly. Be sure to answer your phone!”
At 10:30am I gave up waiting and got on with my day.
That’s the 3rd time I tried getting a callback.
Wow! I find this whole experience very disrespectful of a customer’s time. In our company, if we treated our customers like that, we would be out of business very quickly.
We are sorry to hear that!
We have just sent you a PM, so we can try to further assist, please check your community inbox when you get the chance.
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