old SIM won't work in New Phone ordered from Koodo online

Hi there,

just to confirm, when you insert your sim card back into your old device is it showing that it is connecting to the Koodo network or is it now not registering on there either?

When you ordered the new device, did you also receive a replacement sim card and if so, have you done anything with it yet? As the instructions that will be included when you receive the new device will be to replace your existing sim card with the new one you receive. Now you don’t have to if the sim card sizes are the same, but if you have already followed the instructions and have updated your sim card in Koodo self serve, then your old one will deactivate and you can begin using the new one that was included in the box. Note that your sim card does not have any phone numbers etc stored in it, so replacing it with the new one will not have you lose any personal data if you choose to do so.

Which SIM is in the Motorola right now, the one that came in the box or the one from your old phone? The SIM that ships with a new phone likely isn't activated yet, so it won't register until you switch your number to it in Self Serve https://www.koodomobile.com/en/help/koodo-sim-support Or you can just keep using your old SIM in the new phone, nothing needs to be done with Koodo for that.

If it's the old SIM that won't register, have you tried to reset network settings on the phone? As well, try removing the SIM and putting it back in, then do a manual network search in the settings to see if Koodo shows up.

Did NOT receive a new SIM with the new phone. SIM card still works in the old phone so currently using that phone for now. Have tried resetting network settings on the new phone and still won't show Koodo network. It has shown Koodo network once but won't let me send text messages nor make phone calls.

That is strange to hear no SIM is included.  Since the SIM still works in your old phone and the Motorola came from Koodo, the SIM itself and the phone's compatibility shouldn't be the problem, so it's more likely something on the new phone's side.

Have you checked for a software update on the Motorola? Connect to Wi-Fi, install any update, then restart with the SIM in. Also, did you get a chance to try the manual network search in the settings? When it showed Koodo that one time, did it say anything like "Emergency calls only"?

Another possible issue is the SIM, which we can test by switching SIM and see if the problem follow.  which Motorola model is it? can it take an eSIM?  Also, are you currently residing in an area that have good signal coverage?

Phone is updated fully. Trying old sim in new phone again, but still says 'No Service' Phone is able to take an eSIM; it is a Motorola edge 2026 model. I have tried manually setting network to Koodo, to no avail.

Now phone says it IS connected to Koodo; however, I still am unable to successfully complete a phone call or send a text message,.

If your phone is displaying "No Service" and only connects to Koodo intermittently, there is a chance that you're in an area with weak network coverage. However, that's a bit unusual since you mentioned that your old phone is working fine in the same location.

Is there a Koodo store near your home? If it's convenient, I would recommend visiting the store and asking them to check the device. It is unusual for a new Koodo phone to struggle to find a signal in the same area where your old phone works fine.

Also, by any chance, did you insert a SIM card from another carrier into the phone before using the Koodo SIM? I ask because Koodo has a 2-day security lock feature. https://www.koodomobile.com/en/help/unlocking-your-phone? 

I live on a small island, but has a dedicated cell tower and have good network coverage with Koodo. I'll be heading to a Koodo store on Tuesday as all the trouble shooting doesn't seem to be working. I did NOT insert a SIM from another carrier, been with Koodo for 14 years now. 

Thanks for all your assistance, didn't get it working but appreciate the advice regardless, have a good week 🙂.

And you already tried to restart your phone as well? 

Yes, already tried to restart it as well. Going to Koodo store on Tuesday as it may be a hardware issue. Thanks again for all your assistance.