My old phone number did not transfer to new esim

Question

5Hi, I recently purchased a new phone from Koodo and switched over from Chatr. When I signed up, I specifically requested to keep my existing Chatr phone number. However, after activating my Koodo eSIM, I noticed that I have been assigned a different phone number.

I would like to keep my original Chatr number and have it transferred to my Koodo account as originally requested. Could you please check the status of my number transfer and help me complete or correct it?

If a new Koodo number was activated by mistake, please help me resolve this without losing my original number or affecting my new phone plan. I would appreciate speaking with a live representative from the number transfer team.

Oliver C · Answer

Hi there,this is common when it comes to activating your services with a provider. Normally, they will assign your service a temporary phone number that can be kept if you choose. After assigning the temporary phone number, you can then port over your previous providers phone number to Koodo. The reason for this is to reduce complications that can arise during the porting process.To confirm, did you get the service with Koodo by speaking with a rep or did you order the service online? Also, when you check your Chatr service, is it still showing as active and did you have to respond to a port authorization text message using your Chatr sim card? Did a rep walk you through the porting process?Ifyou have not began the port process, have notresponded to any port authorization messages, and the service is still active with Chatr, then the number is still with Chatr. If that is thecase, you can port your phone number from Chatr yourself through your Koodo self-serve account. You will just need the Chatr sim card / eSIM handy and be ready to respond to the port authorization text message within 90 mins.If you had went through the process, but failed to respond to the port authorization text, then you can try again once the 90 min is up.More details on how to port your number over and instructions on how to do itcan be found here:https://www.koodomobile.com/en/help/moving-your-number-koodo

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