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New Customer

  • 23 December 2020
  • 35 replies
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Hi,

I’m a new customer trying to order online but need some clarity.

Bringing 2 devices - both compatible and unlocked,

I seem to be able to order one sim card but can’t order  second.  When I attempt to do so it says I’ve already added it to my cart.

Do I wait for the first sim card and activate it and then manage a second line through self serve? Doesn’t seem efficient.

Additionally, would like to port my existing numbers. Do I do that when I when my new sim card arrives?

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Best answer by Bernard Koodo 24 December 2020, 01:20

@booch I see you partner’s order in our system already.  I only see one order under your last name so I assume you when went ahead ordering one and you order the second after.  When the SIM is delivered and the line becomes active you will be able to add yourself to her account no problem.  Let us know what the order number is you get and we will make sure it goes through without a hitch. The good thing is that ordering online saved you $45X2, the fee typically charged at stores. Not that it would be easy to get to them right now. :-(  

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35 replies

@JohnM Koodo Can you kindly set an approximate expectation for a callback? Thanks

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I will reach out to a customer service representative manager to have someone contact you.

Any insights @JohnM Koodo @Bernard Koodo ? Thanks

I would like to request a call back regarding this thread. Prefer to speak to @Bernard Koodo but if not possible someone who will review thoroughly this thread and the notes on my account. I’m available all day today.  Please review notes above and use the *57* number to reach me. Very frustrated. Thanks.

Any insights @JohnM Koodo @Bernard Koodo ? Thanks

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Let me take a look into this. 

@Bernard Koodo Hi there, it’s been a while since we last chatted but I finally received my SIM card in the mail today. I did speak to a rep to add a line to my wife’s account but I am sort of lost at the moment. When I go into my/our account there is no reference to my new line only my wife’s. Not sure what to do next? Do I simply insert the new SIM card in my phone? Where is the information and rate plan that the rep added for me on my wife’s account? And finally how do I proceed to port my old number over? Thanks for your help.

@booch I am watching this with interest, as I am having a similar issue.  I signed up fine, but my wife was rejected.  Please tell me, did you use the same credit card account (maybe different cards, but the same account)?  

@booch Per our discussion today someone will reach out you later tomorrow evening.  

@Bernard Koodo Thank you for your ongoing help!! Have a great night.

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@booch Per our discussion today someone will reach out you later tomorrow evening.  

@Bernard Koodo Thank you, that would be great. Does it have to be my wife? If not. Please contact me anytime today. My number is the same as my wife’s except the last digit is 7 instead of 8.

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@booch  We will have to call you to help you through the process.  We tried to reach you on your wife’s number today. What is a better time to get in touch to ensure your order can be placed?

@Bernard Koodo It also says that my order would need to be  processed in a store which you had confirmed for me would not be necessary. Thank you.

@Bernard Koodo Hi Bernard, Happy New Year to you too! I attempted to add a line per your directions but there is no option to add a new line. It states not available for upgrades.  Can you please advise?

 

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@booch “Happy” new year! Indeed the next step would be to log in under her account. Click the ‘shop’ button on top then the Bring your own phone” in the dropdown. You should see something like this coming up with your wife’s name and number:

 

Click the add a new line button and follow the steps.  It will take to  our SIM card page. Scroll down and added to your cart. Should be easy from then on. Once you get an order number pls come back here and share it. 

@Bernard Koodo i think OP is asking how they can merge his account into his wife’s account.

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@booch “Happy” new year! Indeed the next step would be to log in under her account. Click the ‘shop’ button on top then the Bring your own phone” in the dropdown. You should see something like this coming up with your wife’s name and number:

 

Click the add a new line button and follow the steps.  It will take to  our SIM card page. Scroll down and added to your cart. Should be easy from then on. Once you get an order number pls come back here and share it. 

@Bernard Koodo 

I need some guidance based on our previous chat. Yesterday I successfully activated my wife’s phone and ported her number from her previous provider. 

I would now like to order a plan (keeping my existing phone) and add myself to her account. 

What are the exact steps to do that? Do I order the plan under her account? I tried searching online but couldn’t find a way to order a new plan which will then be linked to my phone. (PS I also want to port out my existing number).

Thanks!

@Bernard Koodo Excellent! Will do! Thanks again for all you help.

 

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@booch I have your wife’s order number, so won’t need that. When you get the SIM , the account is active and your ordered the second SIM there will be an order number generated for that. That’s the one you could post here. And we will look out for it.  

@Bernard Koodo and yes that is my wife’s account she set up this afternoon after we chatted.

@Bernard Koodo Thank you very much for clearing up the air! I am  happy. I’d love to provide my order number. Where should I post it? Here? Thanks again for getting back to me. I appreciate it very much.

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@booch I see you partner’s order in our system already.  I only see one order under your last name so I assume you when went ahead ordering one and you order the second after.  When the SIM is delivered and the line becomes active you will be able to add yourself to her account no problem.  Let us know what the order number is you get and we will make sure it goes through without a hitch. The good thing is that ordering online saved you $45X2, the fee typically charged at stores. Not that it would be easy to get to them right now. :-(  

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@Dennis Now I’m getting frustrated. You added content to your previous response which  I do not approve of. I do not consent to having someone cancel my order without my explicit instructions to do so. I’ll be happy to see what @Bernard Koodo has to say and then I will cancel if necessary myself.

Koodo wont cancel without your say so.  I was just getting a jump on things.  A rep who sees this would confirm with you and your order before doing anything.  Im a customer just like you so I hold no power or access.  Koodo will do their due diligence before anything is done.

@Dennis Now I’m getting frustrated. You added content to your previous response which  I do not approve of. I do not consent to having someone cancel my order without my explicit instructions to do so. I’ll be happy to see what @Bernard Koodo has to say and then I will cancel if necessary myself.

@Dennis @Bernard Koodo 

If you’re reading this @Bernard Koodo I’d appreciate your thoughts. If what @Dennis  stated is correct regarding the 90 days waiting period, it’s a huge omission and it makes me wonder if I should just cancel everything and move to anther provider altogether.

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Ugh! Based on the previous responses I went ahead and placed an order for a new sim with the intent to add a line when the account is created per @Bernard Koodo .  But now you’re suggesting that it takes 90 days to add a line to an account...

Contact the webstore to cancel your order

koodo.webstore@koodomobile.com

 

What is your order number @booch ?

 

Or maybe @Bernard Koodo can cancel for you?

Ive also flagged this to a rep.  Hopefully someone sees it so they can cancel for you so you can go in store