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Hi all, wondering if anyone has encountered something similar before.

We received a new iphone 11 from Koodo yesterday with the sim card. We attempted to set it up by transferring from another (gen 7 ) iphone. We set up the number transfer from our old provider, which worked successfully onto the new SIM. However, the iphone 11 has been unable to pick up service with this new sim. It remains with “SOS” where the service bars should be, indicating no service. We tested this by switching the new Koodo SIM into another (android) phone and it worked in that phone. We also tested by putting another Koodo SIM from a different user into the iphone, which normally works on their usual phone, and it wouldn’t pick up service on that either.

We’ve tried all the usual trouble shooting routes (restarting phone, hard restarting phone, toggling on and off airplane mode, turning on and off cellular data, even resetting the phone to factory and not attempting to set it up with the users’ old phone data, updating to the iOS to the newest one available).

Is this an issue on Koodo’s end with our service, or an issue with the phone itself? 

If the koodo SIM worked in another phone, the issue could be from the new IPhone. Could you try to reset the new iPhone to its default Factory settings in settings. (Reset all content and settings) to see if that can help?

Unfortunately we tried factory resetting and it didn’t work either.

Unfortunately we tried factory resetting and it didn’t work either.

I recommend you visit a Koodo location and ask a rep to look into the sim and the phone. If noone can make the phone work, unfortunately you would have to contact Koodo for a replacement. https://www.koodomobile.com/en/help/returning-or-exchanging-your-koodo-phone

Thanks, that’s what we’re planning to do. 

Really hoping that we will not have to go the route of a replacement since this was a webstore order and we’ve already had a bad experience with getting the phone delivered in the first place (package got lost and we had to initiate an investigation) and don’t want to wait weeks again to send the phone back and get the replacement. Have you ever had experience with getting a webstore purchase exchanged in person?  

Thanks, that’s what we’re planning to do. 

Really hoping that we will not have to go the route of a replacement since this was a webstore order and we’ve already had a bad experience with getting the phone delivered in the first place (package got lost and we had to initiate an investigation) and don’t want to wait weeks again to send the phone back and get the replacement. Have you ever had experience with getting a webstore purchase exchanged in person?  

Unfortunately,  no, the webstore followed different transaction rule. I recommend you test and if you need replacement, contact them.

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