Unable to Transfer my number from my previous carrier to Koodo using Self Serve

Hey,

That “service unavailable” error usually means either a temporary system hiccup or an issue on your old carrier’s end. Try these quick fixes:

1. Clear your browser cache and try a different browser
2. Wait an hour and retry (the error message hints at this)
3. Double-check your account number and name match *exactly* what your old carrier has on file; even spacing matters

If it keeps failing, follow the error prompt: go to Koodo Assist and enter #AssistSS to schedule a callback with a rep who can manually process it. 

Did you already attempt to port the number previously and it had failed or is this your first time attempting to port the number?

Hi, 

The issue has nothing to do with my old number because in order to do the port I first need to use the self serve page to even start the port process but the page itself is not loading and giving me the following error: 

This service is unavailable right now.  Please refresh or try again later. If you still experience problems next time, please go to Koodo Assist and enter #AssistSS to schedule a callback.

I would really appreciate help with it, thank you!

Did you receive an email from Koodo to register your Self-Serve account? If you are setting it up on your own, you may need to schedule a callback through Koodo Assist and speak with a rep in order to help you out with the activation. https://www.koodomobile.com/en/help/registering-self-serve

Otherwise, you may want to wait until the service is available to proceed with the port transfer. There may be a backlog due to the Black Friday event.

Is this your first time attempting to port the number through self serve though? The reason I ask is because people have attempted to port numbers in the past using self serve, it failed, and then the issue you're seeing presents itself when they attempt to port again as per what is recommended by Koodo.

If were able to login to self serve, have you attempted to access self serve after clearing cache and cookies, using a different browser, or using an incognito tab? Sometimes the website can just be picky and these can help.

Hi, 

I have already registered and logged into my Self Serve Account and am able to browse through it completely fine except for the Transfer Number function link given to me by Koodo Assist. Yes I have never ported my number because I just got the account and was about to do so but getting the error on the self serve page for the transfer function. I did try all the other things mentioned by you Oliver but the page is still not loading. Using the Koodo assist I did try a callback once but did not receive any call and when I call the customer support all it does it redirect me to using Koodo Assist to schedule a call. Would it be possible for you to Schedule a call for me? If so please let me know and I can give my number & name. Thank you!

You can try calling the Koodo porting department at 1-844-232-7678 and see if they can assist you with the port transfer. I would suggest you to call from another number, in case you get disconnected when they initiate the process.

I will give it a try right away and get back on this. Thank you for the help MilkyWay!

No problem! Hope it works out for you.

Hi, 

I tried the number you provided which is an automated voice help, I tried giving it both my original sim number & my koodo temp number and all it says is that there is no port in request for the number provided but how will there be a port in request when the reason I am calling is to make a port in request in the first place. After that it just redirects my call to the customer support number which then says everything is done through Koodo Assist which is where I started in the first place. Please let me know if you have a solution to this, thank you!

In that case, you will need to wait until a later time to initiate the port transfer.

Hi there ​@Joseph Dcruz 

We can see that the account was created today. Did you receive the sim card from the order ?

Is there just no way to actually talk to a real/human agent? I am just unable to find any such number to talk to an actual customer service rep.

Hi Darius,

No, I havent received the sim yet

Got it ​@Joseph Dcruz 

I was able to review the account and the temporary number is not yet activated. That’s the reason why you cannot initiate the phone number transfer. The temporary number will activate when the sim card is delivered to you, so you will receive the sim card already activated with a temporary number. 

This is done in order to avoid downtime for your services. Otherwise, the number will be ported to the sim card that you do not yet have and you will not have service, until you receive it. 

As soon as you receive the sim card, you will be able to initiate the phone number transfer.