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I bought a new sim for my kid and she sent a text to her brother. He replied to the text and the he got a text from someone who said “who is this?”  
However we the “who is this” didn’t show up on her phone. And when she tries to activate the iMessage feature it won’t activate because the number is in use on another account. 

Did she try to restart her phone?

Yes, the phone has been restarted.  I don’t think restarting the phone would resolve someone else responding on her phone number. 

I would suggest her to try the steps in the following link. https://support.apple.com/en-ca/108758

 Hi ​@Michien 

If it’s the line ending in *93, we didn’t find anything wrong on our end. Please follow the steps provided in the link shared by MilkyWay and let us know if that helps.

I used to work as Apple Support. I know the hoops I’m going to have to jump through to have this number released from whatever Appleid has it hi-jacked. I don’t think I deserved that workload.  I suggest that Koodo provide a number that isn’t hi-jacked. It’s called customer service. 

Unfortunately there’s no way for Koodo to know what number is currently in use with other applications.

Are you getting any errors when you try to change the phone number in your self serve account? You should be able to easily do it from there if you’d like!

I wasn’t aware I could choose a new number.  Thank you. I’m going to do that. 

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