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Restore lost phone with self serve so hand me down phone will work with new SIM card.


So my son lost his koodo phone. I have an old one that I want to give him to use. (I asked a question about this a couple of days ago and since then have purchased a new SIM card) We had previously used self serve to report the phone as lost and suspend service. Now it seems we have to restore that phone so we can get the replacement phone to work. How do we do this with self serve? I can only find the options to report as lost or stolen. We went through the change phone steps and entered the new SIM number, waited the 15 minutes but have no network access except "emergency calls only". I tried to call koodo *611 but haven't gotten a live person and again only get the option to suspend service and not restore it. I am getting a little frustrated!

27 replies

Userlevel 3
After y ou input the new serial # of the sim in powercycle the phone by removing the battery and sim while the phone is on. Leave it unplugged for 10-15 seconds plug back in and try again.
Thanks for the fast reply Rocky. We tried what you suggested but it still says Emergency calls only and the little icon where the service bars are has an x on it.
Userlevel 3
Ok has the sim card been used within the last 90 days?If it hasn't you'll need to purchase a new sim card... What kind of phone are you using?
Its not that we really want to restore the lost phone. (It is still lost in the bushes somewhere we think.) We just want the replacement hand me down phone to work instead and we thought it might happen if we could un-suspend the previous phone... Hope this isn't too confusing. I know I am frustrated with the stupid thing.
Userlevel 3
Ok do you have a replacement device right now you're looking to use?Or are you asking Koodo to replace your device because you lost it?The current phone you're trying to use is it a koodo phone?does it use a sim card?
No the sim card is brand new. We just got it an hour ago. Its never been in any other phone. its an older LG smart phone. Same model as the one that is lost. LG-P500h-V10v
They are all koodo phones. lost phone is lost. Replacement phone was my old phone. Yes SIM card is correct.
Userlevel 3
You'll also need to resume your services once you activated the new sim card already.
So that is the question. How to resume service?
I use self serve a lot. When we reported the phone lost I expected it would be easy to restore but I cannot find this option. I tried to do it by calling *611 and self serve but the only choices I see are lost or stolen...
Userlevel 3
Click on mobile phone in self serve. On the bottom look for: Restore Mobile Phone Service You suspended your phone service. You can restore service here. Restore Service
Okay. Thanks Rocky. I'll call them tomorrow. This link says you can do it in self serve: http://help.koodomobile.com/self-serve/using-self-serve/what-can-i-do-in-self-serve Maybe Koodo should correct their website?
Userlevel 3
Rachel Dalton wrote:

Okay. Thanks Rocky. I'll call them tomorrow. This link says you can do it in self serve: ht...

You can resume on self serve....I just tested my phone and it should work
Rachel Dalton wrote:

Okay. Thanks Rocky. I'll call them tomorrow. This link says you can do it in self serve: ht...

How do I get there? I go to mobile phone tab. Then I have been going to lost/stolen phone tab or click suspend service link (both go to same place). The only options in the drop down menu are stolen device or lost device. I even went choose lost device and clicked continue thinking the option might be on the next page but it wasn't. Where did you find it? Thanks in advance.
Rachel Dalton wrote:

Okay. Thanks Rocky. I'll call them tomorrow. This link says you can do it in self serve: ht...

I don't see a link that says restore service, just one for suspend service.
Rachel Dalton wrote:

Okay. Thanks Rocky. I'll call them tomorrow. This link says you can do it in self serve: ht...

I have four koodo phones on my self service so maybe that glitches the code somehow so its different from what you see.
Userlevel 3
Rachel Dalton wrote:

Okay. Thanks Rocky. I'll call them tomorrow. This link says you can do it in self serve: ht...

Ok so it is resumed.... That verified it right there based on what you said! Lastly I'd check to ensure the 3g is on in the phone in your settings within the phone. Most phones it's settings/network and should be a setting for "enable 3g" or something along those lines if it is checked leave it as is. Let me know.... and to add make sure you select the proper sucriber in self serve. If it's still says suspend services on the bottom leave as is!
Rachel Dalton wrote:

Okay. Thanks Rocky. I'll call them tomorrow. This link says you can do it in self serve: ht...

What did I say to make you jump to this conclusion?
No it is not resumed. Maybe yours is, but I don't have the link on my screen. I only see link to suspend service.
Userlevel 7
Badge +4
The reason you don't see an option to resume service is because it is a new sim card. The card that's suspended is the one in the lost phone.
I never found any link to resume service. That's why I"m here...
Data is enabled and so is network.
Hey Timo. Thanks for your input. Yes, this was kind of my original thought. Can I fix this with self serve?
Userlevel 7
Badge +4
Rachel Dalton wrote:

Hey Timo. Thanks for your input. Yes, this was kind of my original thought. Can I fix this with ...

The suspended sim card is not on the account. It therefore makes no difference whether it is suspended or not, as its status will have no impact on any phone on the account.
Userlevel 3
Rachel Dalton wrote:

Hey Timo. Thanks for your input. Yes, this was kind of my original thought. Can I fix this with ...

Ha misunderstanding I assumed her sim card she purchased today she was looking to use didn't work lol As per the previous "No the sim card is brand new. We just got it an hour ago. Its never been in any other phone. "

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