Hi there,

Just to make sure, did you follow all the steps in the link below and respond YES to the port authorization text message within the 90 min window? Can you check your port status in your koodo self serve and see what it says? As that will indicate if the port was successful or not.

https://www.koodomobile.com/en/help/moving-your-number-koodo

Hi Oliver, it says “Transfer Status: Complete” on Koodo. I replied with YES to the port changes within 90 mins, yes. 

Hmm weird, in that case for your sim with your old provider is it still active? And if not then it may be that you just have a defective sim. This happens more often than you would think.

Just checked. No service on old sim.

Ok then so based on your other trouble shooting steps it is likely the sim is just defective. This happens where lots are manufactured at once, there will always be a few duds.

If you're able, I suggest you head to your closest koodo kiosk or Telus location and pickup a replacement sim. The rep there will be able to switch it for you if you like and trouble shoot further, or, you can replace the sim in self serve by following the steps in the link after you aquire one

https://www.koodomobile.com/en/help/koodo-sim-support

Oh well. Thanks!

Hi ​@LinSu000 we can see the number transfer was completed successfully. However, your eSIM has not been downloaded or installed to your phone. Do you already have the eSIM voucher or are you waiting for it to be shipped? 

Hello Georgia, I don't have an voucher or one waiting to be shipped. 

Ok, how did the activation occur? The agent mentioned in the notes on your account she would follow up for the port in and to assist with a SIM swap. What SIM card are you using, is it an eSIM, have you downloaded it to your phone?

Here is some information on activating an eSIM https://www.koodomobile.com/en/help/esim-and-esim-vouchers

I ported on the koodo website. A physical sim was shipped with the phone.

Hi there ​@LinSu000  

As we require additional information, we have sent you a private message requesting more details in regards to the situation.  Feel free to respond whenever you have the time.