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    112 Ideas

    K
    KoodocheatsBeginner

    Get a help phone number and actually answer the phoneProposed

    Get a help line phone number and actually don’t hang up on customers. Happens all the time I finally get you folks to call me back. Get a real app Your mobile app is the worst I’ve ever had the displeasure of using.. Your chat windows magnify on their own everytime you you post a question to the bots. That is incredibly useless. And for the 7th time, I need a call back and don’t give me that crappy excuse you don’t have my phone number.

    14
    John Zarubiak
    10 days ago
    Emilie Nicole
    Emilie NicoleOrganizer

    PLEASE implement an email ticketing system, hold times are horrendousProposed

    I’ve currently been on hold trying to speak with an agent for over two hours now. We scheduled a technician for today to come to our home to install wiring so that we could set up our Koodo internet and the technician never showed during the scheduled window. Never called, never texted, never emailed, absolutely nothing to indicate they ever showed up. So I used Koodo’s website to schedule a call back regarding this and to set up a new appointment for a technician to come in, and I waited on hold for about half an hour after receiving the scheduled call back to speak someone, just to get a call from Telus, not Koodo, who was just as confused as I was that I got routed to them even though I scheduled the call back through Koodo’s website. They transferred me to Koodo, which we have now been waiting on hold for over an hour and a half waiting to speak to someone. This entire situation is just beyond terrible, and extremely frustrating as a customer that Koodo does not have any kind of email ticketing support system in place, but instead has this community feature for their customers to try and do their job for them. Customers do not have 2+ hours to dedicate to sitting on the phone in order to just speak to someone about an issue that could be resolved in 5 minutes. You guys really need an email ticketing system in place. This has been such a terrible experience I would never recommend Koodo to anyone and would tell everyone to steer clear of Koodo and any of their sister companies.

    6
    Emilie Nicole
    10 days ago
    S
    ShoanyAdvisor

    LTE Add-on for smartwatchesImplemented

    One can take a brief look at the Kodoo community questions and see a pattern: people love smartwatches and would love to be able to use the LTE versions of their smartwatches on Kodoo, without having to have their smartphones nearby. I propose Kodoo listen to the growing number of people that express such an interest, and make it possible so that LTE smartwatches (regardless of brand) can work to their full capabilities on the Kodoo Network, retaining the same phone numbers we use on our phones and the same plans. I understand there are costs associated with the implementation of such a service, but I am willing to bet a large number of people (myself included) would jump at the opportunity, should it present itself, even for a few extra $ compared to the "competition". Light this post up if you agree.

    112
    M
    14 days ago
    T
    Tundra14Advisor

    Koodo Customer Service Portal is HORRIBLE!Proposed

    The worst and most frustrating design / setup for a customer service portal I’ve ever encountered. To have to waste countless hours trying to connect with a LIVE, REAL PERSON is a challenge, having to waste time trying to get their “AI” to finally set up a “call-back” time for you, which apparently the earliest they can do it is 4 and a half hours after my initial attempt. Been a long time Koodo Mobile customer, and I do realize all these Black Friday deals are for “new” customers, but that ‘s bullshit. I recently just signed up as well for Koodo Internet, which takes effect next week so would like to change both my service plans over to the better deals in order to save myself a few bucks each month. There’s plenty of competition out there and if this becomes any more of a waste of my time and effort, I’ll just switch over to Freedom Mobile who is also offering 50GB for $34 per month, and switch back to my previous internet service provider. So instead of Koodo getting $100 a month from me for both services, they’ll get nothing! These telco games need to stop.

    4
    R
    15 days ago
    C
    chris.riderBeginner

    Please offer Stream+ without Amazon PrimeProposed

    Hello, I am a Koodo customer and I have Stream+. Like many Canadians, I want to remove Amazon from my life because of their association with a US administration that is hurting our country by hitting us with tariffs. As a response to these attacks from the US, can you offer a version of Stream+ that does not include Prime? Thanks!

    3
    Dinh
    1 month ago
    C
    ChicobeauBeginner

    cost savingsProposed

    Why are we paying higher prices for our phone plans? When will Koodo create a lower cost plan for students or seniors?

    1
    C
    2 months ago
    K
    KostyaBeginner

    2FA authentication for Self ServeProposed

    Are there any plans to implement that? This is certainly something that will help mitigating SIM swap attack everybody talks about.

    1
    K
    3 months ago
    D
    Daniel AJRockstar

    Specifiy a Time Zone for callbacksProposed

    Please teach your bot to specify a timezone for callbacks. It is so confusing. Example: I have a temporary number assigned, that I want to replace with a port-in number. Self serve tells me that I need to talk to a Koodo representative, but they are not available now, so I have to arrange for a callback. But I can’t be reached at the temporary number, only at a third number which is from a different timezone. My laptop is set to a European time zone for work reasons. The bot offers me 3 PM. Is that European time, the timezone related to the area code of the number they are calling me at, one of the three time zones connected to the area code for my current Koodo number, or one of the three timezones for the area code of the number I want to port in? It really isn’t difficult to specify the time zone. Or add the delta, for example, “3PM, that is in 12 hours from now” or something like that.

    4
    D
    3 months ago
    D
    Daniel AJRockstar

    Allow Wifi Calling "preferred"Proposed

    Here in the Yukon, some people live in areas with a very weak cellphone signal. They love Wifi Calling (voice over Wifi), but they tend to stick to Virgin/Bell. Now I have realized why: Those allow a cellphone setting that Wifi calling is *preferred*, whereas Koodo/Telus disable that setting in users phones. Result: If there is an intermittent cell signal, Wifi Calling service is lost. Calls are missed, texts arrive hours late. Please allow the “Wifi Calling Preferred” setting. At least for SIMs with an 867 phone number. That won’t overload the server and improve competitiveness in the North.

    0
    D
    3 months ago
    K
    KBeauBeginner

    Roaming blockProposed

    I live in a town that borders on Lake Erie, close to the United States. Despite the fact that I have manually selected Koodo network only on my phone I continue to get roaming text message charges. We are in the midst of a pandemic and the border is closed so clearly I have not been in the United States. I have a mobile phone for work through Bell and they were able to put a block on roaming for me when I first got the phone due to this issue and I’ve never had another problem. I am continually messaging koodo to get these charges reversed and it’s getting very frustrating. You need to develop a similar block!

    6
    D
    3 months ago
    K
    Kay JeesBeginner

    Koodo App Must be BackProposed

    I was surprised when came to know there is no app for koodo users, I must say that Koodo should bring App back , All compatitors are using App now a days, it's convenient and fast access, where as on Koodo you have to login each time ,the other companies App are very user friendly and easy to see special offers, usage, billing, change plan on one screen vs koodo website login then go through every single step again and again. YES WE NEED USER APP FROM KOODO Thanks.

    1
    D
    3 months ago
    D
    Daniel AJRockstar

    charge protectionProposed

    Koodo needs a simple setting in self serve to protect against extra charges. It should block all pay per use charges, like premium numbers, international roaming, international calls if not included, data that's not included, directory service, etc. That would make it easier to get phones for children, seniors, employees/contractors, visitors, etc. While prepaid may help in some cases, not all services are available with prepaid, such as the voicemail to text add-on, or international call add-ons.

    0
    D
    3 months ago
    D
    DangledBeginner

    Voicemail to TextProposed

    Vociemail to Email/Text Technology has been around for quite a while I think it’s time for Koodo to step up and give us this feature as it will be better then visual voicemail. it Would be great as I wouldn’t even have to listen to my voicemails most of the time because honestly most people hate having to listen to a voicemail. Please Like this or Comment on this if you agree

    3
    D
    3 months ago
    R
    Ryan DConnector

    Koodo AppProposed

    Easier to make payments, instead of through a browser (if paying via mobile). Finger ID to login, optional. Had an app before and I thought it was great. Miss it.

    10
    D
    3 months ago
    L
    Lisa DavisConnector

    Live Chat / Agent neededProposed

    Koodo Assist bot is the worse thing ever! As a hearing impaired/deafened customer trying to order their new phone upgrade online, a call-back from Koodo is NOT AN OPTION!! Bring back the live agents. PLEASE! I know this is just a community chat and won’t likely reach the powers that be, but if enough people upvote this, just maybe it will draw attention to it and changes will be made for those who rely on the written word. Thank you.

    6
    D
    3 months ago
    O
    OngoingUSroamingchargeissueBeginner

    When will Koodo stop wrongly charging US roaming chargesProposed

    Ongoing issue that US roaming charges are applied when being 20+km away from the border along lake area. When getting an Koodo agent on the phone charges are reversed as they can verify my location. Why no do that before creating the invoice? Guess that it is not really a question to the koodo community, but mor to the Koodo/Telus management

    1
    R
    4 months ago
    S
    Steve DBeginner

    Expand Easyroam Travel passes to AsiaProposed

    Finally! Koodo has improved international roaming. I might actually use it instead of getting a local sim/esim. Will Koodo be expanding to Asia (in time for my February 2025 trip?)

    1
    G
    4 months ago
    S
    snasrullaConnector

    Ability to Pause/unpause Data and/or other Mobile Services on demandProposed

    As a mechanism/tool to control use when not at home it would be ideal if there was a way for parents to remotely pause/unpause Data and/or Mobile services on demand. At the moment, when children are not at home, there is no way to control usage for children on how much they are using mobile services, ideally, a parent should have the ability to pause/unpause mobile data and also have an option to pause/unpause all mobile services. Ideally this is something that should be available on demand so that children can focus on school.

    2
    Dinh
    5 months ago
    M
    MurrRConnector

    communicateProposed

    Koodo caused some stressful caos by changing customer data plans at the beginning of their monthly cycle this month, including my account. There was no communication to me in any way and I lost access to my data for a couple days other than a message saying i was over on day 2. Thanks to me following up with Koodo for 2 days, my data was reinstated, but no mention about the extra overage charges, and my account still shows my data is paused although its not. Today i look to see if fixed, and the charges are piling up and my balance shows over $300. No updates or explanations for all of this and when to expect a fix. I am on auto pay, I am losing faith in Koodo very quickly. A simple text or email to affected customers would go a long way but you continue to leave your clients to struggle with your self serve set up. Not a good way to conduct business.

    0
    M
    6 months ago
    K
    ktravelerCoach

    The future of 3G in CanadaProposed

    Since there are many rumours circulating on the internet about the end of 3G service in Canada, I decided to contact the CRTC via their online chat to ask them what they had to say about this matter. I opened the chat on 2024-10-03 at about 11:20EDST, and here is the chat transcript. = = = = = Q: Would you be able to tell me when 3G service will be terminated in Canada? A: These aspects are typically managed by the manufacturers and service providers, who determine the software and settings that best support their products and services. The Canadian Radio-television and Telecommunications Commission’s role is to maintain a neutral stance on the specific technologies employed by service providers. This neutrality is crucial in fostering an environment that encourages innovation and allows the market to evolve in response to technological advancements and consumer needs. By not dictating the use of particular technologies, we enable the industry to pursue innovative solutions and adopt the most efficient and effective tools available. That being said, the recent developments regarding the sunsetting of 3G networks in Canada. This transition is primarily a commercial and business decision made by the individual telecommunications companies. In other words, the CRTC does not mandate the sunsetting of the 3G network nor can we force a service provider to keep operating on said network. It is a decision that will be taken by individual service providers. If your service provider announced that it will stop operating on the 3G network, they will probably let you know well in advance to make sure you upgrade your equipment accordingly if you want to remain with this specific service provider. = = = = =

    0
    K
    6 months ago
    C
    CgcBeginner

    koodo should be notifying users of account data errorsProposed

    Koodo needs to be more transparent with this issue. They should put a notice on their website or social media, or email or text users of possible data issues that they are aware of (they have to be aware of this). Who else was financially impacted by this? Reply to this chain to get visibility to our frustration.

    0
    C
    6 months ago
    T
    TheRealHellyBeginner

    Enable two factor authentication capabilitiesProposed

    in 2022 you should have the ability to use two factor authentication on any major platform that has account management. Koodo, please get this up and running.

    14
    M
    6 months ago
    RS12
    RS12New Member

    Improve communicationsProposed

    It sure would be great if Koodo would change procedures on “how to contact them”! I had to go through the furstrating Bot and wait 24 hrs to be called back. I then was given an offer and wanted to think about it and customer service said they would call back the next day at a time and guess what? I got stood up. I set aside the time to receive the call and they did not call. This made me have to go through the entire procedure again and wait another day before a call back could be given to me. VERY FRUSTRATING and Not very good customer serevice I’d say. CHANGE THE WAY YOU OPERATE and/or give more options such as being able to EMAIL customer service for assistance.

    0
    RS12
    6 months ago
    O
    OgeeMember

    Engaging customers in cheap but affordable plansProposed

    Although there are other mobile services in Canada, but students would prefer less affordable services and with less charges… If this is considered it would build more customers chain amongst students

    2
    Dinh
    7 months ago
    X
    xxggAdvocate

    Increase Koodo Call Control limit?Proposed

    To all Call Control users, Do you find the number of entries we can add to “Authorized Callers” too limited? Could someone who have connections, forward the info to Koodo to see if they could atleast double the allowed authorized callers? Just a bit more would be greatly useful. Cheers!

    3
    J
    7 months ago

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