new esim not working

Are you on an iPhone or Android?

If the eSIM showed activating and then disappeared, connect the phone to wifi and power it off and on. A rep confirmed on another thread that the eSIM push can get stuck until the phone is on wifi, and resetting network settings has brought the prompt up for others. Worth checking your junk/spam folder as well, the QR code and setup instructions get sent by email.

If it still won't come through, a Koodo location can activate a physical SIM on the line instead https://www.koodomobile.com/en/help/esim-and-esim-vouchers. 

 I will also flag a rep to see if an eSIM can be pushed here.

Hi ​@anikar 

We have been unable to identify your account based on  your community profile.

Do you have access to your self serve at the moment?

Have you followed the steps provided by Dinh above?

No didn’t work. I was finally  able to get hold of a rep this morning and they verified that the eSIM is working from what he could see from his end and yet I have no signal. He said he has opened a ticket number to get someone more technical to call me. Otherwise they will refund 

no access to self serve. When I try to register they said I need to give my Koodo number to which it is supposed to send a code to but the entire point is the number is not active/working 

The rep I spoke to said a physical location will just tell me to call Koodo and won’t be able to help me 

Have you tried restarting your phone? What about resetting your network settings?

Not working still. I was supposed to have received a call within 72 hours or less and after 120hours had passed without a call, I arranged for a call back. This new agent said the previous agent from last Sunday did not leave notes in stating what he said told me which  was someone will call me back within 72hours otherwise I can proceed with cancellation. Instead this new agent said cancellation is not possible for a prepaid service. He said he will leave notes to the other agent so that the first agent can call me back within today (Oct 22 2026) or tomorrow. 
here we go again. Pass the customer around like a ball. I hate how even small companies like Koodo can make customers jump through hurdles to get even the most basic curtesy of getting the service which we paid for or cancel and refund for a service which we did not receive .

lets see if this thread now gets deleted or escalated 

The rep is correct. Since you are on a prepaid plan, it is not refundable. You can cancel by choosing not to top up for the next month. The account will eventually close after 90 days of non-payment.

It is possible that you were contacting the postpaid team instead of the prepaid team, which is why you were getting conflicting information from different people.

I would suggest you to schedule a callback through Koodo Assist and speak with a rep to see if they can assist you with the eSIM installation. https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html

When you look into your esim manager what lines do you see?

Sometimes new esims are added under a generic lable like travel it really is your koodo line