Koodo Community
Question

suspended account will not re activate

  • 20 September 2022
  • 5 replies
  • 49 views

Phone was stolen,  had my account suspended until I got a new phone and SIM card. Trying to set up my new sim but it won’t let me until I un suspend the account. I’ve tried several times online and even tho is says I have unsuspended and wait 15 mins. It remains suspended. 
 

*side note* Not being able to get ahold of customer service unless I book a call back 2 days from now is absolutely terrible, Koodo customer service used to be great and now it’s terrible. 


5 replies

Userlevel 7
Badge +4

So you followed the steps in the following link unsuspending with a new sim card?

https://www.koodomobile.com/en/help/reporting-your-lost-or-stolen-phone

So you followed the steps in the following link unsuspending with a new sim card?

https://www.koodomobile.com/en/help/reporting-your-lost-or-stolen-phone

Yes I have followed those steps multiple times. 

Userlevel 7
Badge +4

I’ll flag a rep to assist with the issue

Userlevel 7
Badge +4

Hello @Cassiej90! We managed to unsuspend the device, please try to activate the new SIM card again in a few minutes and let us know how it goes.

Phone was stolen,  had my account suspended until I got a new phone and SIM card. Trying to set up my new sim but it won’t let me until I un suspend the account. I’ve tried several times online and even tho is says I have unsuspended and wait 15 mins. It remains suspended. 
 

*side note* Not being able to get ahold of customer service unless I book a call back 2 days from now is absolutely terrible, Koodo customer service used to be great and now it’s terrible. 

I am having the same issue. My phone was stolen while I was on holiday. Now that I am home I am trying to set up my phone # with a new sim card. When I try to reactivate my phone the only option to choose is “I found my phone”. There is not an option to choose “I have a new SIM card” as the instructions suggest in https://www.koodomobile.com/en/help/reporting-your-lost-or-stolen-phone.

I have tried selecting, “I found my phone” as this is the only option to choose and get the message, “ Heads up! - Please reset your phone once you've reactivated it. It may take up to 15 minutes to restore your services.”  

Unfortunately, I can not do this because my phone was stolen and I have not really “found my phone”

Reply