cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
Mayor / Maire

Re: PM SIM not working after Koodo prepaid number port

@simonjcoates  You should let the moderator know about that discrepancy with the number. I think that is what the problem is. The moderators need to fix it and reset your account and everything should start working.

Good Citizen / Bon Citoyen

Re: PM SIM not working after Koodo prepaid number port


@geopublic wrote:

@simonjcoates  You should let the moderator know about that discrepancy with the number. I think that is what the problem is. The moderators need to fix it and reset your account and everything should start working.


I tend to agree. I did run this by the moderator I was dealing with but they seem to be convinced it is a SIM issue and that this is just a problem with self serve.

 

@Moderator_Team this has been raised under ticket IN0000014336813 but I'm told it could be up to 10 days before there is a response. Does it seem possible that the malformed phone number displayed on self serve could explain the problem reported? The bad value must be coming from somewhere; maybe that somewhere is also significant when it comes to providing service ...

Mayor / Maire

Re: PM SIM not working after Koodo prepaid number port

@simonjcoates  If you have an Android phone dial:

 

*#*#4636#*#*

 

Select phone information. What is showing under the phone number section?

Good Citizen / Bon Citoyen

Re: PM SIM not working after Koodo prepaid number port


@geopublic wrote:

@simonjcoates  If you have an Android phone dial:

 

*#*#4636#*#*

 

Select phone information. What is showing under the phone number section?


Phone number is correct.

Mayor / Maire

Re: PM SIM not working after Koodo prepaid number port

@simonjcoates  If the phone number is correct then it must be the account that is the problem.

Good Citizen / Bon Citoyen

Re: PM SIM not working after Koodo prepaid number port


@geopublic wrote:

@simonjcoates  You should let the moderator know about that discrepancy with the number. I think that is what the problem is. The moderators need to fix it and reset your account and everything should start working.


Sorry to raise this again but having finally tried the new SIM card the moderators insisted would fix the issue the problem is still exacly the same. I've tried explaining the self serve number discrepancy to them but they claim they can't see it. How do I persuade them to sort this? Is there some sort of technical support they can escalate to internally?

Mayor / Maire

Re: PM SIM not working after Koodo prepaid number port

@simonjcoates 

I was skeptical that a new SIM card would have made a difference.  

 

You will need to follow  up with moderator and explained the switch with new SiM card did not work.  There are technical help that likely needs to be involved in your situation.  

Good Citizen / Bon Citoyen

Re: PM SIM not working after Koodo prepaid number port


@Dunkman wrote:

@simonjcoates 

I was skeptical that a new SIM card would have made a difference.  

 

You will need to follow  up with moderator and explained the switch with new SiM card did not work.  There are technical help that likely needs to be involved in your situation.  


So was I but they didn't seem willing to do anything more until I tried it. I have followed up on this with the moderators but they claim they don't have access to self serve so they can't see what I can (which I understand) but that everything "looks fine" on their side. I even called a very helpful agent at the Telus porting centre and everything looks fine there as well. Problem is it just doesn't work ...

Mayor / Maire

Re: PM SIM not working after Koodo prepaid number port


@simonjcoates wrote:

@Dunkman wrote:

@simonjcoates 

I was skeptical that a new SIM card would have made a difference.  

 

You will need to follow  up with moderator and explained the switch with new SiM card did not work.  There are technical help that likely needs to be involved in your situation.  


So was I but they didn't seem willing to do anything more until I tried it. I have followed up on this with the moderators but they claim they don't have access to self serve so they can't see what I can (which I understand) but that everything "looks fine" on their side. I even called a very helpful agent at the Telus porting centre and everything looks fine there as well. Problem is it just doesn't work ...


Continue to communicate with moderator.  Tell them that your phone still does not work.  What is the next step?  Escalate to technical support?