topic Re: Porting in/activation failed in Get Support

Porting in/activation failed

espresso — Sat, 29 Oct 2022 17:47:48 GMT

Hi, I'm a Koodo customer that just tried porting in to take advantage of the new $40/15GB deal. However, once I got to the final (4th step) and tried to activate, it gave me an error and to contact support. I then tried again, but now I get the error "please enter a valid Canadian phone number" upon entering my existing Koodo number on step 2. I triple checked that I've entered it correctly. Anyone else get this issue? How should I resolve it?

Re: Porting in/activation failed

Yummy — Sat, 29 Oct 2022 17:50:29 GMT

Use computer to activate/create PM account.

Try using different browser. Try Incognito mode. Clear browser’s cache. Try forced refresh. Click on little spinner refresh icons lower down.

Re: Porting in/activation failed

dust2dust — Sat, 29 Oct 2022 17:50:36 GMT

Do you know if your Koodo account was prepaid or postpaid? Are you able to login to the possibly created account? Does the sim possibly work? Has money transacted?

Re: Porting in/activation failed

Dunkman — Sat, 29 Oct 2022 17:50:42 GMT

@espresso

You can contact customer service agent via the ticketing system or private message.

Faster to contact Telus porting team.

I will private message you the phone number. This number is only used for porting issues.

Re: Porting in/activation failed

will13am — Sat, 29 Oct 2022 17:51:40 GMT

@espresso , check your credit card to see if payment was made. If not, you can try again. The SIM card might be session locked and require an hour wait. Use incognito mode on the browser for best outcome.

Re: Porting in/activation failed

espresso — Sat, 29 Oct 2022 19:29:41 GMT

- Cleared cache/disabled adblocker/restarted browser
- Tried incognito mode

- Nothing charged to my credit card yet
- No account created yet
- I'm on Koodo postpaid

The main issue is now I can't even get past step 2. I tried after an hour already. It says my clearly Canadian phone number isn't a valid Canadian phone number. But I'm chatting with support right now. I'll see what happens.

Re: Porting in/activation failed

hTideGnow — Sat, 29 Oct 2022 19:37:54 GMT

Hi @espresso I remember seeing porting from Koodo havung such error, you are right to have CS Agent to look into it Let us know how it turns out

Re: Porting in/activation failed

JL9 — Sat, 29 Oct 2022 20:42:39 GMT

what error are you getting be careful bc depending on which one it is, customers sometimes get charged each time they try, so check your banking/statement and if there are multiple charges contact a CSA to help you resolve that.

Re: Porting in/activation failed

espresso — Sat, 29 Oct 2022 21:37:18 GMT

Just an update for y'all - I've been talking to CS_Agent and apparently I had an existing port request that didn't go through (I think this was when I was fiddling around last night and didn't complete my activation and just closed my browser). They have to contact the 'port centre team' to cancel the request and create a new one. In the meantime, they helped me create a PM account.

Re: Porting in/activation failed

hTideGnow — Sat, 29 Oct 2022 21:40:02 GMT

Hi @espresso thanks for the update. Make sure you keep yiur Koodo sim card in the phone to receive a text from Koodo and reply YES to approve the porting

Re: Porting in/activation failed

espresso — Sat, 29 Oct 2022 21:44:27 GMT

Thanks for the tip!