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I pulled in a different phone number from a different account at public mobile a few weeks ago and my previous phone number is still on the sim card. I’m using a Fold 6 and my call quality is garbage, the wifi calling only works intermittently, text messages are going to group chats with both phone numbers instead of just the new number. I’m even getting 5G for some reason. Can’t complain about that last one, but it’s a 4G plan.

I’ve called support 4 times. I sit through the torturous calls only for them to “connect me to someone else” and the call gets dropped. Every. Time. And SOMEHOW, nobody calls me back. It’s infuriating. I’m ready to just cancel my account, as this is the worst customer service experience I’ve ever encountered.

Hi @SoAnnoying 

Just to confirm, you ported over to Koodo a phone number from Public Mobile and you still see the previous number on your sim?

Where exactly do you see the phone numbers? In your phone settings? Please don’t share any personal info here, since it’s a public forum.

Yes, in Settings/SIM manager, Sim 1 shows my original Koodo number. 

If I go to my profile card under contacts, it shows both numbers and they’re listed as “Mobile” and “This phone”, and I can select one as default, but various apps still get them confused and things are obviously not working properly.

@SoAnnoying 

Have you tried resetting the network settings on your phone or test the sim in a different phone?

Yes. I reset the network settings both with the Sim card in and out. 

I tried the Sim card in a different android and an iPhone. They both list the phone number as the old Koodo number.

 

Also, if I call the original number that's showing on the Sim card, it says that the number is disconnected. 

Yes. I reset the network settings both with the Sim card in and out. 

I tried the Sim card in a different android and an iPhone. They both list the phone number as the old Koodo number.

 

Also, if I call the original number that's showing on the Sim card, it says that the number is disconnected. 

It seems your number transfer wasn’t completed. I recommend you schedule a call back from Koodo to a number that you can receive incoming calls normally and ask a rep to look into it.

I've tried 4 times. The last time was on a different phone. The call just gets dropped after 20 minutes on hold. 

I've tried 4 times. The last time was on a different phone. The call just gets dropped after 20 minutes on hold. 

I assumed you paid your bill?

How was the signal in the area? If the calls were dropped, there might be issues with poor signal.

I will flag a rep here to look into it. However, issues like this generally required a a rep at call centres.

 

Hi @SoAnnoying 

Unfortunately we could not authenticate the account through the method you used to log in. Log out of the Community and when you log in, use the Self Serve account as shown in the picture below: 

…it won’t let me. I’m already logged into my self serve account. I click community and it tells me to login, I login with my self serve info and it says my password needs to be reset, I go through the motions of changing the password, then I get an error that says try again in an hour. Koodo really hates me, lol.

I did another callback and this guy was on the ball. Got it fixed in 10 minutes. Said the system didn’t port it properly so he redid it.

Anyways, thank you both for your help!

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