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Reactivating after suspending


I suspended service when my daughter's cell phone got lost. When it was recovered, I tried to unsuspend it. When I log on to my koodo account it still gives me the option to suspend the phone, which leads me to believe that it is not suspended anymore, but she can't text or receive calls. When I call koodo, the prompts only lead to suspending your phone, not reactivating it.

5 replies

Userlevel 7
Make sure you're choosing the correct phone if you have multiple phones on your account. You can choose the line by clicking on the phone number in in the upper right hand corner of the self serve screen. If you are then you'll need to call in a nd speak to a rep. Make sure you tell them you tried to do it online and ran into problems so they'll waive the fees for helping you do do something that should be done in self serve.
Userlevel 5
It's my understanding that when the phone is suspended for loss/stolen you need to speak to a rep to have it reactivated. I assume security purposes is the main reason.
Userlevel 3
You'd have to call in to get the serial # of your phone released. Generally when the phone is reported as lost/stolen it gets blacklisted and cannot be used until it's released from the provider.
I have confirmed with Koodo agents that customers must call in to unmark their devices.
Userlevel 7
KaneSlavik wrote:

I have confirmed with Koodo agents that customers must call in to unmark their devices.

Unrelated:you my friend, need an avatar 😉

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