New Subscriber Waiting to Switch from Old Provider to Kodoo

Hi

How did you sign up with Koodo, online or in a store? Have you already completed the signup and received your service agreement email with the 8 digit account number, or are you still trying to sign up?

To register for Self Serve you need that account number, your postal code, and the email address that's on the account. If you signed up in store, the rep may have typed your email in wrong, which would explain why nothing is arriving. Check your junk and spam folder as well.

You can try registering again in an incognito/private window at koodo.com/selfserve, And just to confirm, are you in Canada and not on a VPN?

I was on the phone with the support and we only got to name & address, she was just asking for my social insurance, before the phone went off.  She never asked for my email address.

So i opted for Self Serve, and and I have to register but unable to, because Kodoo Assist has to imput my details, and its not processing it.

Yes in Canada, I already use anothe provider and want to switch

That does seem unusual. May I ask which number you called, and whether it’s a legitimate Koodo support line?

If you haven’t received any email, it means your account or number hasn’t been activated yet. Koodo uses your email as the username, so without that activation email, you wouldn’t be able to create a self‑serve account.

I am yet to sign up, hence why I am trying to register with Self-Serve since a human agent couldn’t do so successfully.

(866) 995-6636

Also are you insinutaing I can’t register via Self-Serve, and a human support has to do so on my behalf?

Dinh is saying that the activation email needs to be received first so you can register for a self-serve account. 

So to be clear, you’ve already been a Koodo customer for a while but you wantr to leave Koodo? Or do you mean you’re with another provider and want to switch the number over to Koodo? 

I am with another network and want to switch/port to Kodoo, hence why i have no Self-Serve account with Kodoo.

I am trying to register with Self-Serve.

If you wish to port over, your two options are to start with koodomobile online or in a store and select to port your number immediately as part of registering for a new account with Koodo, or you start a new account with Koodo first and then after you’re registered on self-serve, you can move your number by yourself.

Personally, while it’ll cost a few more dollars, it’ll keep your current line active and useable until you’re registered and setup with Koodo. Otherwise, the porting process starts immediately and you might not have continuous service for a bit. Then once your account with Koodo is setup, and then you’re registered for self-serve, you can go in and port your number. 

Thank you for sharing!

Please let us know if you encounter any further issues along the way! 

I can't do either of the above because of work; I can’t leave and go to a store and I also don’t have time to wait as I need to port immediately,  so I am going to another provider I can speak with via a phone conversation.

Still tried the Kodoo customer number, and it still directs me to Kodoo Assist.

Thank you so much for helping.

You weren’t able to start an account online? An immediate port would still encounter similar issues elsewhere unless you choose/can use an esim. If the esim route is ok for you, then that would have also worked with Koodo if you opened an account online. 

In either case, I’m at least glad you were able to get a situation solved that needed to be done immediately. 

That is what has been my complaint the whole time, I cannot do it online as Self-Serve isnt working. The plan is to use esim.

Already registering with another network, didn’t have any issues signing up at all.

Hi ​@Sayy 

We are sorry to hear about this experience that you had during the activation attempt.

If we understood correctly, you tried to sign up for a Koodo plan with a rep over the phone at first, and the call got disconnect, so there was no confirmation that the order/ activation has been completed, is that correct?

If that was the case, the registration for self serve won’t be possible without first activating a plan. 

Have you tried first activating a plan online at koodo.com after the call with the human representative?

Yes, correct, the line got disconnected; no one called me back, nor could I reach another human agent.

And your Self-Serve requires that I have a Kodoo line to register, which is absurd. I am trying to port to you guys; how am I supposed to have a Kodoo line?

You create a new account with Koodo activating a line. During the activation process, you can choose to “move your number” or pick a new line. This is the first point you have the option to port over. The process of starting service with Koodo does not require self-serve. If you choose to port later, then you would have to do it through self-serve, which you’d get the activaiton email and register for. But that won’t be what you do if you choose to port over when activating a new line with Koodo. 

If you want it done immediately, it would be best advised to go to your nearest Koodo store or authorized dealer such as Best Buy or Walmart to get the port transfer completed as soon as possible. Some of these stores should open until 10pm, so that should give you ample time to get it sorted out.