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trouble switching two koodo phones and sim cards online


A year ago my son lost his phone so we bought another and a new Sim card from koodo. Already this phone has issues. Meanwhile another family member (on the same account) recently got a new koodo phone so we have a spare and we want to switch this spare phone for the one my son has been using. When we go to koodo self serve and the switch phone link it asks us to enter the Sim card number. We try this and it says the equipment is already in use. (This is the card i bought for my son from koodo about a year ago and then one he is using we just want to use it in our spare phone!) Also I see it says my son is using the old phone that he lost and replaced a year ago. How can we correct whatever the issue is and get koodo service on the phone we want my son to use ? Thanks.

6 replies

Userlevel 4
Just put the new sim in the spare phone. No need to change it in Self Serve since the number will remain the same.
We tried that and he could text but the data wouldn't work even though all the settings looked good. This has been a multi day issue...
Userlevel 4
Rachel Dalton wrote:

We tried that and he could text but the data wouldn't work even though all the settings looked go...

With data, getting the obvious stuff out of the way, make sure it is on, take a battery and sim card out of the phone for a minute. Place them back in and power up the phone. When it's fully powered up, look for the symbols that could be an H, 4G, or 3G. If you see those try to use the internet. If it doesn't work, you may need to call Koodo tech support to troubleshoot the issue. If the internet issue with with wifi, the steps I found to work well would be to forget the wifi network from the phone, turn the phone off for a few seconds then back on. reconnect to the network as if it was the first time.
Rachel Dalton wrote:

We tried that and he could text but the data wouldn't work even though all the settings looked go...

I'm at work now so I'll have to continue this later... Thanks for now...
Userlevel 4
Rachel Dalton wrote:

We tried that and he could text but the data wouldn't work even though all the settings looked go...

No problem. When you have the phone in hand and the steps I posted did not work, call Koodo if/when you have time and they would be able to go further than this. There is one more option to change and that would be editting the Access Point Name settings in the phone if available to do so. I could post the link for them but I would recommend calling to do it just to play it safe in the even there is a snag along the way. Keep me/us posted! 🙂
Userlevel 7
Badge +4
That would not be on account of having switched phones, Rachel... something else must be wrong. What type of a phone is it?

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