Skip to main content
Koodo Community
Community

I would like to take the time to thank Javier for his customer support involving a connection fee charge that was waived by the store as part of a Koodo boxing day promotion but ended up being put on my first Bill. Without Javiers help patience and time I think I would likely have cancelled my new Koodo account.

With my 30 odd years with Telus as a landline and internet customer along with Optik TV I felt somewhat neglected as a long time customer. Javier was able to fix it all and restored my faith in Telus as a long time customer.

The only thing that I have cannot be resolved as it is apparently company policy to not provide wifi calling unless your Samsung phone is a Canadian model number despite the US model being able to support it and connect to the network. My US model Samsung galaxy Note 20 Ultra phone is supported by Telus  for both voice Data and internet so I am at a loss to understand why its company policy to lock out the wifi calling just because its an unlocked US model. It works just fine for my My telus internet as well.

A rep will forward the good word, thank you!

Frankly, I don’t get it. It used to not matter but now it seems so. Well, I guess it’s an incentive to get you to get a Koodo phone, but as you said, it was fine with Telus, the parent and premium brand.

@Katmai This is your phone model:

There is no “lock out” of phones for wi-fi calling. It is true that not all models purchased outside of Canada would necessarily work. You do have the necessary VoLTE add-on on your account. Did you try use wi-fi calling and it failed?

Yes the Volte works and Wifi calling activation works up to the point where it says "requesting service" after verifying my address on the Koodo wifi calling setup page.

I have had up to level 2 tech support look at it and in the end said that though the Samsung Galaxy note 20 ultra 5g phone fully supports wifi calling koodo has a policy of blocking non canadian models of this phones wifi calling capability including the unlocked US model of this phone. I guess this is to persuade customers who want this service to buy the phone from Koodo.

Not very customer friendly in my opinion. Especially for long time Telus customers coming from another carrier with their own phone. In my case porting my # from Rogers

 

Terms & Conditions
Koodo Community