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Ongoing Poor Network Service in Multiple BC Cities – No Resolution for 2+ Years

  • April 5, 2026
  • 4 replies
  • 61 views
V

Hi everyone,

I’m posting here to raise a serious concern regarding the mobile network service I’ve been experiencing with Koodo Mobile for over two years now.

It has been extremely difficult to even reach customer service. When I finally managed to connect, the call took a very long time, and I was given a ticket number with a promise that the technical support team would call me back within 48 hours. It has now been more than two days, and I have not received any callback.

I currently live in Richmond, which is a major metro area near Vancouver International Airport, yet I consistently get only one network bar at my residence. The network is unreliable and often completely unusable. I frequently cannot make or receive calls, and mobile data barely works.

What’s more concerning is that this issue is not limited to just one location. I’ve experienced similar poor service across multiple cities including Vancouver, Victoria, Abbotsford, and Duncan. This clearly points to a broader, ongoing service problem.

Because of this:

  • I am unable to communicate properly with family, friends, and colleagues
  • My work and daily life are being negatively affected
  • I am paying $35/month without receiving a reasonable level of service

After more than two years of dealing with this, I feel the service quality is far below what is promised and expected under the Wireless Code.

I am requesting:

  • A proper investigation into this issue
  • Compensation for the prolonged poor service
  • Clear guidance on what steps can be taken if this is not resolved

I would really appreciate if someone from Koodo can look into this seriously and provide a proper resolution.

Thank you for your time.

Vijay

This topic has been closed for replies.

4 replies

Flo Koodo
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  • Flo Koodo
  • Official Rep
  • April 6, 2026

Hi ​@Vijay14 

We are sorry to hear about the issue that you are encountering with the mobile network!

We see that you managed to speak with a rep from the technical support team yesterday, please let us know if you need further assistance.

Dinh
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  • Dinh
  • Mobile Master
  • April 6, 2026

I actually live in the same area and haven’t experienced same issues.
Which phone are you using, and have you tried resetting the network settings or testing the SIM card in another device? 

 

A Koodo customer, opinions are my own.
    V
    • Vijay14
    • Author
    • Beginner
    • April 18, 2026

    I would like to express my deep disappointment with the service I have received from Koodo Mobile, particularly in how my case was handled by Mr. Inder.

    Due to ongoing network and mobile internet issues at my residence, I was previously assured by a Koodo customer service agent that my bill would be waived for two months (until June). This was a fair acknowledgment that the service was not being properly delivered.

    However, after escalating the issue through the Commission for Complaints for Telecom-television Services, I was offered a small compensation by Mr. Inder. To my extreme disappointment, even after accepting that offer in good faith, Koodo reinstated my monthly billing again, while the core issue remains completely unresolved.

    This means I am once again being charged for services that I am unable to use at my own home. I still struggle with little to no signal indoors, unreliable connectivity, and have to depend on Wi-Fi outside my residence just to stay connected. This is unacceptable.

    What makes this worse is:

    A complete lack of accountability despite acknowledging a known network issue in my area
    Repeated references to “terms and conditions” instead of showing genuine effort to resolve the problem
    Being indirectly asked to switch providers rather than being supported as a loyal customer
    Compensation that does not reflect the prolonged inconvenience and impact on daily life
    Having to repeatedly follow up and escalate just to be heard

    Being billed under these circumstances feels like I am being charged without receiving a service, which is extremely frustrating and unfair. At this point, I genuinely feel cheated and taken advantage of.

    I expected a much higher standard of service and professionalism. Unfortunately, my experience has been the opposite.

    Flo Koodo
    Forum|alt.badge.img+4
    • Flo Koodo
    • Official Rep
    • April 18, 2026

    Hi there ​@Vijay14 

    We are sorry to hear that you are unhappy about this situation!

    We have reviewed your account and we can confirm based on the the notes and the bills that a credit was applied by Mr. Inder, as you confirmed, and there is also a credit that was applied, previously before the complaint.

    We have sent you a PM with more details, please check your community inbox when you get the chance.

     

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