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Like with other people, a callback cannot be scheduled.

I am a new customer. I wanted to move two lines from another carrier

I signed up Nov. 30th via the Koodo website for the Black Friday BYOD deal. There was no option to set up a second line from the beginning, but Koodo community posts said that can be done after setting up self-serve using that first line.

First problem is,  I still have no temp phone number/account number/follow up email sent to me from that initial transaction.

Second, in fear I would be unable to set up self serve for my initial order in time to get the same deal for my second line, I called in later on Nov. 30th to set up line 2 manually over the phone. I don't know if this was done on the same account created by my online activation (I did mention the online activation to the rep), but unlike the online registration, I did get a follow up self serve activation link, an account #, and temp phone number via email this time. Though when I logged in, I am only seeing the number I set up during the phone interaction, and no sign of the one I set up online.

Meanwhile, I have now received SIMs for both lines. I need to make sure these 2 lines are consolidated under the same account, and same bill ASAP before I'll be comfortable porting and proceeding with Koodo. In the meantime, I’ll be shopping around.

Did you still not get any confirmation email from. The initial online order.

Did you check your spam folder?

For the self serve account you have for the line you activated over the phone, how do you know it was for that account or the online activated account?

Hello Dennis

I got the order confirmation (just the order number, plan details, and charges….nothing else) via email after the first online order. So I didn’t misspell the email I gave Koodo. Nothing is in spam.

 

I am 100% sure the self serve account is for the second line activated over the phone. After clicking the setup link in my email, I was then prompted for the phone # (or maybe the account #….I forget). I input the one from the email order summary I received after my convo with the rep, which actually had all that info (including the reps name) listed.

It is unlikely going to be under the same account if you ordered separately. You will need to do a transfer of ownership to consolidate your two lines. https://www.koodomobile.com/en/help/transfer-of-ownership-town

Do you also have a order confirmation (and order number) for the 2nd  order as well?

 

Did you set up for lines under the same email?

It is unlikely going to be under the same account if you ordered separately. You will need to do a transfer of ownership to consolidate your two lines. https://www.koodomobile.com/en/help/transfer-of-ownership-town

Uggghhhh

Do you also have a order confirmation (and order number) for the 2nd  order as well?

 

Did you set up for lines under the same email?

Yes, I have order confirmations for both. Web order number starts with HF. Phone order # is all numbers. Same email was used for both interactions

What were both of the order numbers? 

What were both of the order numbers? 

Web: HFO******

Phone: *******23

Let me Flag a rep for you 

Hi there ​@Reefy2025 

We verified the account and both of the orders and numbers will be on the same account.  The online order had a delay in the activation  due to a slight error and had to be activated  with a different rate plan to make it work. After the line was activated, the original rate plan, that you made the order for was placed on the line.

it was just activated and you would see it in 3-5 minutes in the Self Serve account. Make sure to log out and log back in and test the sim card. 

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