In Purgatory

Sorry you’re stuck! If your porting failed due to “incorrect information,” double-check that your name and account number match exactly with your previous provider’s bill. Also, make sure your old number is still active and you replied “YES” to the port confirmation SMS from your old provider (using your old SIM, not the Koodo SIM).

If you missed the SMS or your info didn’t match, the port will fail and you’ll need to restart it in Self Serve with the right details. Try putting your old provider’s SIM back in to see if you get the confirmation text.

Quick questions:

- Did you get and reply to the SMS from your old provider?

- Is your old SIM/account still active?

If you fix the info and try again, it should work. Hang in there!

More info: https://www.koodomobile.com/en/help/moving-your-number-koodo

To add to Robert,

If you attempt to port your number again in self-serve and it does not let you, then you will need to schedule a call back using Koodo assist and speak to Koodo’s porting team so that they can clear the previous request’s and start a new one.

Just note when scheduling a callback, when you enter the number for them to call it does not have to be the number in question. It can be a completely different number; you just have to be the one pick up the call. 🙂

​@Trappist 

Have you managed to resubmt the transfer request in self serve?

We see the status is currently in progress.

Hi all,
Thanks for the feedback and follow-up requests. I am currently on the line with support. Not sure how they reached me, nor does she as it’s performed by the automated admin I assume. I had provided a US ph# I have from another service even though the automated assistant stated international numbers were not accepted. May have worked nonetheless. 
The number I was porting was from a VoIP provider (Ooma) so, it is considered a landline essentially and therefore a bit more technical I understand.
I’ve notified the provider I am porting this number out. This service does not provide text or SMS so I wouldn’t have received any notifications from that. 

Since it is considered a landline number, you will need to schedule a callback through Koodo Assist to speak with a rep. https://Koo.do/Chat 

You may also want to reach out to Ooma directly for your account number and additional details to relay back to Koodo. It will take around 2 to 3 business days for the port transfer. 

If you want more details to transfer your number, I would suggest you to refer to the following link. https://www.koodomobile.com/en/help/moving-your-number-koodo

Well folks, 8 days, 5 or 6 hours of online with support and they cannot port the number over. No one seems to know why. Forced to give up and find another solution I guess. 

Sounds like you’ve already done the work, especially with a VoIP number like Ooma involved, which can make porting tricky. Since the old provider doesn’t send SMS for confirmation, the usual port approval step is missing, so Koodo’s system might be stuck waiting for that “YES” reply that can’t come.

At this point, beyond what’s been suggested, the best move might be to have Koodo’s porting team manually verify the account info and the port status with Ooma; something only their internal team can do. Since you mentioned the automated callback did reach you but no resolution happened, I’d say flag a rep here to escalate this specific VoIP porting problem or schedule another callback explicitly asking for porting team intervention, emphasizing the VoIP/landline complexity.

No new “magic fix” in the community beyond that, unfortunately. Did support mention any internal block or need for paperwork from Ooma? 

Most of the reps I worked with tried their best this week. Difficult with multiple departments. The rep today did everything in his power to resolve the issue. In the end, Black Friday became a major hurdle. System and technical team overload. He was advised that this might go another week before it could get ported. ‘Koodos’ to him for the effort!

At anyrate, I at least have a number now and will leave it at that for now.  
 

Thanks all for the suggestions. 

Hi there ​@Trappist We’re sorry to see that the situation is less than ideal. We can see that you already spoke with our over the phone team and our porting team was contacted to investigate at the time. We can see that the port could not go through and a new number was agreed upon for the moment. 

Did you reach out to Ooma to see if the issue was on their end? Or if they could do something about it?

Have you also tried to port to another provider as a test? 

Hello Dennis,

i did talk to Ooma a few days ago to ensure the info submitted to Koodo was correct. They stated the name and account needed to be an exact match of that on the Ooma account. With Ooma, I am registered with first and last name however with Koodo I registered with First, middle and last name. Not sure if this might possibly be the issue. 
I didn’t want to wait much longer as my service was disabled when I began the porting process a week earlier. Fortunately I have an eSim from a global service which bridged the gap and allowed Koodo support to reach me. 
Koodo customer service was efficient, patient and professional throughout with punctual callbacks. Between this forum, Facebook and phone support, I don’t think there is much to improve.
 

Thanks to all for the effort. 

Your service was disabled when you started the porting process? 

That's the issue. 

The service must be active and in good standing for number to be able to be ported 

I had an assigned number with Koodo when I signed up. That number became inactive when the porting process began, which I was informed by Koodo to anticipate. 
The number I was porting was and still is active with the Ooma provider. 

I misunderstood.  Thank you for the clarification. 

Is your Ooma number still intact and active?  If so I would try to port it to a different provider to see if it will work