Hi there, 

just a couple of questions to help narrow things down. Did you successfully insert your Koodo physical SIM card or setup an ESIM on the device? If this is an upgrade, did you insert your old SIM or did you put in the one that came in the box if you ordered the device online? And if this is an upgrade and Koodo sent you the phone, is it showing up on your self serve account with your monthly rate plan? If you could answer those that’d be great

Yes, I inserted the new SIM card and I can see it online in my self serve account.

Ok, were you previously with Koodo as well and this is an upgrade and you still have the old SIM card (can you tell if your old one is still sending a signal or not by inserting it) or is this your first time with Koodo and that is the only SIM card you have?

It is an upgrade and I can see that my old phone is still connected to the Koodo network. Should I pull the SIM out of the old phone?

Yup you got it when you upgrade, they send you a spare just in case however it is not active yet. If you wanted to use the new one you can but you would have to change your sim in your self serve account first using these steps https://www.koodomobile.com/en/help/koodo-sim-support

but honestly, if your old one has been working fine you’re good to go. Just take that one out and put it in your new phone and you should be all set, just keep the one they sent you as a spare in case it stops working and you need to swap it out  

Ok, that makes sense but it should have been stated in the instructions. I think it is working in the new phone. I don’t see “Koodo” in the top left corner like I did with the old phone but, I see bars on the right.

Yeah that might take a second to change, that or turn the device on and off so it can reconnect to the network and that should do it  I also think they should include it in the instructions lol not sure why they don’t. If you can make a phone call then the phone should be good to go 

Many thanks! I think all is well. Have a good evening.

Although I do agree, it should be a little more upfront, in the box you get there should be a piece of paper with a link to https://www.koodomobile.com/en/setup which does include this in step 2!