topic Re: Transfer is not completed yet in Get Support

Transfer is not completed yet

aliaksar2000 — Sun, 10 Jul 2022 01:48:01 GMT

I just activated my friend’s SIM card for Public Mobile. She was with Koodo. We activated it at 7:17 pm. It’s now 9:46 pm, she still doesn’t have the line. I thought transfer would take up to 2 hours. Could someone help please?

Re: Transfer is not completed yet

dust2dust — Sun, 10 Jul 2022 01:49:58 GMT

Was this Koodo prepaid or postpaid? If postpaid, did you leave the old sim in to confirm the transfer? If prepaid then you were to start with a new number and then ask the support people to do the transfer.

Koodo prepaid and Public share some system. They need to "flip a switch" to put your number under Public.

Re: Transfer is not completed yet

softech — Sun, 10 Jul 2022 01:50:03 GMT

@aliaksar2000 did she keep the Koodo sim in a phone and received a text from Koodo? She was supposed to reply YES to approve the porting within 2 hours. Did she do that? This is a critical part in porting and cannot be missed

There is a support line you can call and ask for the porting status, and re-trigger the process if missed. I will send you the phone # , check your Community inbox, envelope icon on top right

Re: Transfer is not completed yet

RossN — Sun, 10 Jul 2022 01:51:28 GMT

@aliaksar2000 hi did you leave koodo sim in phone to receive transfer request? you have 90 minutes to respond yes

Re: Transfer is not completed yet

aliaksar2000 — Sun, 10 Jul 2022 01:51:54 GMT

No I put the PM sim in. We will put back Koodo now then

Re: Transfer is not completed yet

softech — Sun, 10 Jul 2022 01:53:31 GMT

@aliaksar2000 wrote:
No I put the PM sim in. We will put back Koodo now then

@aliaksar2000

It likely passed the 90 mins time. Call the line now. I think it closed at 10pm

Re: Transfer is not completed yet

aliaksar2000 — Sun, 10 Jul 2022 01:57:21 GMT

What line do we call?

Re: Transfer is not completed yet

dust2dust — Sun, 10 Jul 2022 02:01:42 GMT

That's 10pm eastern. So they just closed. Again, was this Koodo prepaid or postpaid? They need different actions.

Re: Transfer is not completed yet

aliaksar2000 — Sun, 10 Jul 2022 02:04:56 GMT

We put back Koodo sim back but no sms from them. Only from public mobile saying this (see image)

Re: Transfer is not completed yet

softech — Sun, 10 Jul 2022 02:07:35 GMT

@aliaksar2000 wrote:
What line do we call?

@aliaksar2000

did you check your private message?

Don't call now, you don't want to talk to the automated system.

@aliaksar2000 wrote:
We put back Koodo sim back but no sms from them. Only from public mobile saying this (see image)

It's too late now, you missed the 90 mins. You need to call the number I sent you tomorrow so they can re-trigger the text to your Koodo SIM

Call tomorrow morning to talk to live support

Re: Transfer is not completed yet

aliaksar2000 — Sun, 10 Jul 2022 02:08:09 GMT

She doesn’t know. She isn’t tech savvy at all. That’s why I am taking care of it for her. I am guessing it is prepaid. But how come neither public mobile instructions when I did the activation, nor forum users never mentioned that “difference” when I inquired it a few weeks ago?

Re: Transfer is not completed yet

softech — Sun, 10 Jul 2022 02:19:30 GMT

@aliaksar2000 wrote:
She doesn’t know. She isn’t tech savvy at all. That’s why I am taking care of it for her. I am guessing it is prepaid. But how come neither public mobile instructions when I did the activation, nor forum users never mentioned that “difference” when I inquired it a few weeks ago?

@aliaksar2000

Don't guess, please ask her how she login her Koodo account online

Does she login with "Monthly customer" (which mean postpaid) or she clicks on Prepaid customer and login?

Re: Transfer is not completed yet

dust2dust — Sun, 10 Jul 2022 02:23:16 GMT

The way to know is by the renewal. If you get a bill (which would be one indication but I don't know if Koodo prepaid sends a bill) showing that you might owe a little more than usual for some other usage then that's postpaid. It may not be every renewal. If any service just stops working because you used it all then that's usually prepaid.

Adding - oh the above is way better. Thanks softech.

Re: Transfer is not completed yet

aliaksar2000 — Sun, 10 Jul 2022 02:26:28 GMT

She never logged in her online account. Only time she contacted them is calling them to make the payment every month. As I said, she is a senior citizen with close to zero technical knowledge

Re: Transfer is not completed yet

aliaksar2000 — Sun, 10 Jul 2022 02:34:35 GMT

She says she doesn’t get a paper bill, she just gets a an sms for payment. She never clicked on the link to see her bill. Now when we click, it asks us to log in but we can’t log in. It’s a vicious circle.
As for if she gets extra charges or sometimes some of her services stopped working; again she couldn’t even understand the question.

Re: Transfer is not completed yet

softech — Sun, 10 Jul 2022 02:37:44 GMT

@aliaksar2000

So, she did request porting when she activated? Call the number I sent you tomorrow morning, the porting team will check and will confirm what to do next

Re: Transfer is not completed yet

aliaksar2000 — Sun, 10 Jul 2022 02:39:47 GMT

The online automated service never mentioned anything about porting but asked us Koodo account number, if we wanted to keep the same number (we said yes).

Re: Transfer is not completed yet

aliaksar2000 — Sun, 10 Jul 2022 02:51:08 GMT

Actually this is what I got when I did (please see attached screenshot)

Re: Transfer is not completed yet

dust2dust — Sun, 10 Jul 2022 03:36:54 GMT

So that seems to be just a confirmation of a successful activation. Did you use a credit card to pay?

If you put the Koodo sim back in does anything work? What do you get if you dial 611?

Adding - what sort of colour scheme is on the Koodo sim?

Re: Transfer is not completed yet

aliaksar2000 — Sun, 10 Jul 2022 15:28:30 GMT

I just woke up and wanted to check her if any development, and yes, she had received a SMS from Koodo to respond back as Yes if we requested a transfer. I see the SMS was sent just half an hour ago. I responded as Yes right away. What do we do now?