ported from rogers a couple of hours ago

Your number’s still processing; porting takes up to 4 hours total. You’re likely in that window right now. Make sure you’ve got your new Koodo SIM in and that you responded to the port confirmation text from Rogers within 90 minutes (that’s key).

If it hits 4+ hours with no change, try restarting your phone. Still stuck after that? Call Koodo’s porting dept. at 1-844-232-7678 to check status. 

Did this end up getting resolved ​@rohitgm06? Or does the device still show SOS only?

If it does, you can check your port status in self-serve and it will tell you if the port is still in progress or if there is a problem. This can be found under “Manage Phone Number”. Given how a lot of people switched during black Friday / cyber Monday there has been delays in porting recently.

If you’re still having problems and self-serve says anything but “Completed” let us know and we can recommend further actions.

It’s still not ported over and I don’t have another number to call and can’t sign up to self serve because the too goes to the inactive number, please reach out asap I’ve restarted, disabled sim, reset network settings, and done the basic TS and assume it’s an issue with the eSIM 

Did you check your Self-Serve account? Does it say that your number has been successfully transferred over to Koodo?

Since you do not have another number, I would suggest you to download an app that can make or receive calls from Canada, such as Fongo, and schedule a callback through Koodo Assist to that number instead. https://Koo.do/Chat 

Was the port initially started by a rep? As otherwise you would have needed access to self serve to initiate the transfer process.

After you scanned the ESIM and added it to your device, what does it tell you when you check the ESIM in your device settings?

I don’t have access to the self serve as the number is not in service and the esim is gone now, I removed it trying to add it again as I’d tried all other steps, I came down to moneymart to get an esim and they say that the don’t give out one, I’m frustrated with the process. 
 

The rep told me online that the porting is completed successfully now I’m out roaming on the streets to find a kiosk to get a new esim, I’m beyond frustrated 

Can’t you get a normal SIM and then transfer it as en eSIM afterwards? 

You can click the following link to find your nearest Koodo store or authorized dealer to get a physical SIM card or eSIM voucher. https://www.koodomobile.com/en/find-nearest-store

Forget it, such a difficult process, you guys need to update your instructions it should clearly show that you create you self serve account before setting up esim, horrible instructions, I have the .pdf and it’s terrible, take this feedback, had to run to mall and waste time for such a simple process 

I got it done, even the store couldn’t do anything but give an eSIM I just used that to call online again and set it up 

Koodo’s esim process is still somewhat new.  I would recommend you activate without porting to ensure everything is working first.  Then port in afterwards.  This way you dont lose access to your number.

How did you get things working again?  Did you have to activate again?  Are you prepaid or postpaid?  Make sure you are not signed up for 2 accounts and are being double charged

Basically, I followed the instructions after making the payment on the website and it told me to scan the QR code right away and follow instructions, it did not mention that I had to say ‘Yes’ to the porting confirmation first and once the service goes off, I had to add the eSIM. Also, you should highlight in BOLD or setup the process to buy a SIM always through the self serve so people will first create an account on self serve before buying a plan and they’ll atleast have access to their account. 

Basically I followed what it said, scanned right away and set it up on the settings, after that I got an SMS from Rogers and I replied with ‘Yes’ and the port was succesful, but since i did it before confirming, the SIM was nullified. I called the rep in the morning and she told go to money mart - Again lack of information, they do not have eSIM nor are they trained / know what is what. They just have physical SIM’s at store and the plan details. I then had to go to a telus store and when I spoke with the rep there, he could not access my prepaid account at all since the SIM was not activated. He just gave me an eSIM and told to call Koodo again, which I did, explained everything again for the 3rd time in an hour and she replaced the SIM with the eSIM number I had and then I was able to set it up and proceed. 

Very simple - Update your instructions on a step by step for first time customers who have never ported before, make self serve account mandatory before purchasing a pre-paid plan since everything is online focused with you guys. 

Final Question: I’ve made a payment through my card for pre-paid. Do I need to manually use my card to pay again next month or is there auto-debit present. I don’t see management payments or any card related info on my account - PLEASE CONFIRM THIS AS I DO NOT WISH TO SAVE MY CARD ON THE ACCOUNT OR AUTHORISE PAYMENTS. 

No, you do not need to set up automatic top-ups.

If you are not comfortable registering your credit card, you can purchase top-up vouchers and log in to your Self-Serve account to redeem them. https://www.koodomobile.com/en/help/topping-your-prepaid-account