help urgent

Firstly, please don’t post your personal in the forum. 

Just to confirm, are you currently residing in Canada? as well, are you a prepaid or postpaid customer?

Hello yes I am a canadian user and I’m supposed to pay monthly 

Regarding the failed port, did you respond to the port authorization SMS text that would have been sent to your old number within 90 mins? How do you know it failed, did it say so in self-serve?

Even when a port is completed successfully, it can take up to 3hours for everything to finalize and port over correctly which can cause a gap in your service. How long has it been since you attempted the port, did you follow all of the steps in the link?

New to Koodo? | Koodo Mobile

Hey thank you for your response!! I really appreciate it. So unfortunately I’m dumb and I deleted my old e SIM so I couldn’t accept the new number because I didn’t get a text 😭. Which is why I’m very confused now on what do do. On my self serve( i performed over 15 hours ago)  says it failed but yet it still shows the number that was supposed to transfer. But my Apple cellular shows the temporary one they gave me.. so now idk what to do I just want a phone number that works because I already paid😭😭

hmm ok. If the port failed due to you not responding to the port authorization message on the old number, then your old number will still be active with your old provider.

When you check your account with your old provider, can you confirm if it is showing as active? If so, then you will need to acquire a new eSIM from your old provider, regain access to your old number, and then simply perform the port process again by following the steps in the link I provided above.

Without responding to the authorization SMS, Koodo can’t port the number, so you will need to get an eSIM with your old number on it if didn’t go through.

Yes! My old phone plan still shows the number as active. I’m gonna request for a new e SIM. I’m just wondering if I’ll have to go the process of asking for a transfer again?

Awesome 😎 Yes, you will have to do it again as it had failed. Once you acquire the new eSIM with your old number again, you will be able to re-attempt the port process.

If you have issues during the process or it won’t let you re-attempt, you can let us know here and we can have someone look into it. Remember to follow all of the steps here: New to Koodo? | Koodo Mobile

Unfortunately they weren’t very helpful and the lady said she couldn’t do anything :/ at this point i just want a brand new number that works. I contacted koodo rep to and I’m expecting a response soon. Do you think I’ll be able to get a new number that works?:/

Ah I see, that’s too bad. Yes, the Koodo rep will be able to either clear the previous port requests and let you keep your temporary number you had or they can simply assign you a new number.

Note that your old service is still active. If you’re ok with no longer having your old number, then once you get setup on the Koodo side make sure to cancel your old service by contacting the carrier again to avoid being charged by them further.

If you happen to get access to your old number before you cancel, you can port it over at any time. 🙂

Okay perfect thank you so so much!

I was just a bit worried since when i was trying to change the number myself they told me I could only change it once per biling month, but I feel like they should be able to change it since I literally am not able to use any of the phone numbers right know? Hopefully 😭

No Problem! They will be able to help I wouldn’t worry too much. These things happen more often than you think. Let us know how it works out or if you need any other help once you speak to the rep. 🙂

I reboot my  phone and now my temporary phone number on my messages is gone and I have nothing 😭 this is so confusing 

Let me flag a rep to look into it. Hopefully they can help you here in the forum.

Hi there, ​@Anisa222 ! I’m sorry to hear about the problem! 

I verified and in our systems the port request is now displayed as cancelled and the eSIM seems to be installed. Can you please check if your device is still showing the Koodo eSIM connected on your end? Can you also let me know if your old number was cancelled by your previous service provider?  Thanks! 

This is what it shows on my end. But I cannot text or receive calls! Also I believe my number isn’t cancelled but I deleted the E SIM off my phone. But I am not interested in that number anymore I just want one that works.