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reception problems starting 2 weeks ago... anybody else?


Hi, my wife and I have an iphone 4 and a 3gs (which we brought from Europe) that worked fine with Koodo, albeit only when using 3G. About 2 weeks ago we started having reception problems inside our home (which we didn't have before). It seems like something has changed in Koodo networks, because it is rather improbable that *both* our telephones started malfunctioning at the same time... So I guess what I'd like to know is whether in fact there has been a change in the network, or it might be something else. We are fed up and extremely close to quitting this company. Has anybody else been experiencing these problems?

19 replies

Userlevel 7
Badge +4
Where are you at?
Mayumi, I am in Montreal, in the Little Italy area. The thing is that until 2 weeks ago everything was fine... I literally have to go out to the street to speak, and it's almost impossible to receive calls.
Userlevel 1
tito wrote:

Mayumi, I am in Montreal, in the Little Italy area. The thing is that until 2 weeks ago everythin...

too many phones being used in the area?? I had this problem in certain parts of Edmonton when I lived there even outside.
tito wrote:

Mayumi, I am in Montreal, in the Little Italy area. The thing is that until 2 weeks ago everythin...

Actually, they told me I live in a "special attention" area, or something like that. In other words, they know where I live the signal is poor. The problem is that it worked before, and now it doesn't. And their reply was, unfortunately, vague: "sometimes there are changes in the network configuration when we try to get better service to a bigger number of customers, but unfortunately when doing so sometimes other customers have a worse situation...". The good of the many outweighs the bad of the few, it seems.
Userlevel 1
hmm.....since Telus/Koodo tower share with Bell....could there be an issue with the cell towers there...and Bell maybe working on those towers ???
Userlevel 7
Badge +4
If you both have reception problems in Montreal ( it's not remote area at all), I would call Koodo at 1-866-995-6636 (option 6 for tech support) from another phone.
Userlevel 1
Mayumi wrote:

If you both have reception problems in Montreal ( it's not remote area at all), I would call Kood...

lol....kind far from Montreal here...NewBrunswick
Userlevel 6
Keep in mind, indoor coverage is not 100% guaranteed, too many factors that can interfere with the radio waves that provide your connection. That's not to say it won't work, it's just sometimes you'll notice interference more than others. I still recommend calling Koodo like Mayumi said, tech support can start an investigation into your area, but there's a chance that they won't find anything actually wrong.
Userlevel 1
could be Sim cards I had problem with my phone brand new phone and sim card, phone replaced same problem, got new sim card everything is great.
Thanks for the replies! The fact that both telephones started having reception problems at the time makes me rule out factors associated to them (they also have different OS versions).@John, SIM cards could be the reason, but it might be unlikely that both SIMs failed simultaneously. @Curtules, you are right, indoor reception hadn't been perfect in my flat, but that was something specific to a couple of rooms. In the bedroom and the living room (which is next to the door) it worked fine. But, as I mentioned, 2 weeks ago problems started even in those rooms. I will try calling their technical support, although I am worried that it will happen as some of you pointed out, i.e. they'll "run some tests" (or at least that's what they'll say) and then tell me nothing's changed, that I simply need to buy a new phone, and that -oh, what a surprise- they can offer me one with a discount.
Userlevel 1
Did the problem start when you got new phones?
Hi John, No, we've had those phones since we started using Koodo, and everything was fine. One (maybe important?) note is that both telephones are European, so they only work when the 3G / cellular network is on. As a matter of fact, I was hoping I could find here some Koodo technician that would say "oh, yes, we actually changed network protocols starting on Sept 1st" or something like that. Or at least somebody else that mentioned that had problems also. R.
Userlevel 1
tito wrote:

Hi John, No, we've had those phones since we started using Koodo, and everything was fine. One...

i think you got something therei'm not sure but i think koodo uses a phone company in quebec's towersso they may not know or want to admit that the new service has been changed hope it all works out
So... I spoke with tech support. Long story short, they knew there were reception problems in my area, they can log it into their system, but in practical terms there will be no immediate action coming from my call. The customer support representative said that this problem probably meant changing antenna configuration or adding new antennas, but they needed permits and/or a big number of calls to take action. And this means that they cannot give me any timeline for the solution.... it might be 2 weeks, or it might be a year. Unfortunately this means that the only solution is to change companies, to any that doesn't use Telus' network.
Userlevel 7
Badge +4
Are all the customers who bought a phone from Koodo also having reception problems? Did they give you any suggestions? If you get a phone from Koodo, will it work ? I would be frustrated If the only solution is to change companies... 😞
@mayumi, I actually don't know anybody who has bought a phone from Koodo. All the information I got from their technical service was that they knew my area (or postal code, I don't know) is problematic. Since they couldn't promise any timeline or that any technical changes would be actually implemented (which doesn't make a lot of sense to me... otherwise just don't take any calls or attempt to solve any problems related to the network) the only thing they could suggest was buying a new phone and see if it works. In other words, I have to ditch two perfectly functional phones, invest money in getting new ones (which I wasn't planning to) if I don't want to change companies. R.
Userlevel 7
tito wrote:

@mayumi, I actually don't know anybody who has bought a phone from Koodo. All the informat...

Or you could install a signal booster like the one sold at bestbuy from Wilson http://www.bestbuy.ca/en-CA/product/wilson-wilson-mobilepro-signal-booster-801424-wi801242/10122403.aspx
Userlevel 7
Badge +4
tito wrote:

@mayumi, I actually don't know anybody who has bought a phone from Koodo. All the informat...

you don't have to ditch them. You can keep them as a back up and/or you can use them when you go to Europe. You can try to get a phone from Koodo. You have a option to pick up a phone from Koodo's Certified Pre-owned Phones too. If you call a few Koodo shops I'm sure there are variety choice of them. There is 15 day money back guarantee if it still doesn't work in your area. I hope the problem will resolve with the new phone from Koodo or signal booster suggested by Chad.
So, the saga came to an end. We attempted with two different phones (iPhone 4S and Galaxy S3) and the results were slightly better, but not enough to make it feasible or comfortable to use. @Chad, the booster is a great idea, but I am not completely comfortable with spending $230 in a piece of equipment that I don't need, only for my customer loyalty to Koodo. The service was fine, but quite frankly cellphone services are a commodity to me, and the differential from one company to the other comes exclusively from their customer service (good so far) and, most importantly, from the quality of the calls I am able to make (which unfortunately doesn't work at home). Alas, I think that the only solution will be to change companies. Thanks to everyone that took a moment to comment or suggest solutions.

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