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Hi everyone and welcome to our first Koodo Live session. Kevin’s here with us for the next hour. You can ask him anything and he’ll try to respond to as many questions as possible.

Here are a few things you can do to help make sure things run smoothly:

1) Be respectful to everyone and follow our Community Guidelines. Any spams or use of derogatory words towards the host, community members and/or other mobile carriers will be removed.
2) If Kevin hasn’t responded to your question, check to see if someone else has already asked it 
3) Don’t be shy to “like” other’s posts!
4) And last but not least, have fun.

Thanks. Now let’s get started!
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Sumaya K.

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Posted 4 years ago

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John Burke, Mobile Master

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Good morning/afternoon everyone!
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Kevin Banderk

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Good afternoon, John!
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Kyle MacDonald

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Why do cell companies such as your own charge a obscene amount per month? We have the highest rates in Canada than of any country in the world and I know you charge waaaayyy more for text and data then it costs you. How about actually lowering bills instead of increasing them?
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EmilX

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While I'd love to have even lower cellphone bills the government just padded themselves on their back for lowering cellphone costs by 18% over the last 2 years or so because of their policies. Myth or reality.
How come we never see data only plan for telephones? I would switch in a minute to a data only plan for a phone format rather than tablet!
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John Burke, Mobile Master

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Just my opinion, but if it's only data, that might affect emergency calling as well as being able to call/TXT when out of range of a data signal which often happens in rural areas.
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Kevin Banderk

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Hi Jean-Philippe,

One of the key things we do is keep things simple and keep a small number of plans. Our research says that most of our customers want voice and text with data. We’ll continue to listen to our customers. If we built rate plans for every customers needs and wants we would be too complicated.
Hi to the two of you, thanks for your answers!

@John : well, if it's data only, people won't mind about not being able to call or text. And, frankly, there is nothing standing against innovation. I know in the US there is a testing phase of 911 by TXT which is still nice and could certainly work over data with a little push from operators. More then that, I don't see why somehow there couldn't be, on a push of a button somewhere, a 911 distress signal being sent to some 911 call center with GPS coordinate. I know those things aren't in place at the moment, but again, it's just a matter of thinking out of the box.

@Kevin : Seeing that I barely can keep up with my data plan while barely using the call/text part of what I pay for is a bit annoying, and I know I'm not alone in this situation. We might not be 75% of your customer base, but I feel like a lot of us would give up the unlimited call (and maybe text) or I don't know.... Swap it for 100 anytime minute only and more data. I know the company (any company!) wants to keep things simple, but it's kind of weird that data usage permitted in your plans are based on the number of minute we'd like to get for call (less minutes, less data). Those are two completely different needs!
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Julie Caouette

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I'd gladly pay for a data friendly plan, I use under 5 minutes of talk time a month...
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Kevin Banderk

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Hi everyone,

I’m Kevin and I’m the Chief Koodo Officer. I’ve been with the company since the start, so I’m excited to be here and talk to you guys. I’m sure there are a lot of questions, so ask away :)
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EmilX

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You will be able to keep your number and plan for sure. You will have to transfer the info, but you can do that online on their website. Keep the old SIM in case you want to revert back to your old phone at any point.
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KoodoUser

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Okay thanks EmilX :)
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Stickbow

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Stickbow 1 hour ago
What do the acronyms CTN and TOWN mean.
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John Burke, Mobile Master

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Is this spam?
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Stickbow

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So much for live answers
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Kevin Banderk

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Hi Stickbow,

Good question - I had no idea what CTN means ;) Good thing, I just asked and my team told me it was Customer Telephone Number. TOWN is for Transfer of Ownership.
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Zeta Abramovic

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He gave you an answer, didn't he? :-)
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Stickbow

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Thanks
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Razvan Pantilimon

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There is a chance to have at least 6gb data plan... and why not, unlimited data plan, since you was the first ones to create unlimited voice and text ....?
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Kevin Banderk

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Hi Razvan,

Networks have a finite bandwidth, which means that they can only support a fixed amount of data at one time. An example would going to an all-you-can-eat buffet. It sounds great, but the quality isn't the best. We see data that way. If some customers are downloading and streaming a lot of content at one time, it could mean that our other customers will experience slower network speeds. We want to make sure that all of our customers experience hi-speed data at all times of the day. Which means having customers pay for the data they use makes it fairer for everybody.

Also we do currently offer a 5gig plan but not many people take it.
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Razvan Pantilimon

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In Europe, they have 10 gb, after you consume it, they drop the speed at 256 k, with that speed, you are still able to check your mail and Facebook, for me that would be the best thing, I I would pay 80-90$,for something like that, now the 10$ /gb it's too expensive
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Kevin Banderk

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Hey Razvan, it’s an interesting thought and something that we’ve seen and will keep an eye on. I think T-Mobile in the US has gone to this model as well. Our concern is that we would actually create a poor experience for people when they throttle (slow down) and even at those speeds will still strain the network for other customers. They also won’t know if slowing down is because they’ve hit their cap or if there is a network problem. This causes people to call which drives our costs up and drives prices up too. That said, we’re always looking at companies from around the world to “borrow” the best ideas ;)
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Michael J O'Leary

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i only use 10/200 mins a month data only thind id use if wasnt for only havig 50mb witch sucks i can only use wifi so dont really have a use for the service i only got it for the phone but i hate this s3 can u guys change it for me replace it with oe that workds i ever even wanted it it just was only one they had
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Bill Chapple

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I love Koodo best company I've been with just would like to see better data plans
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Kevin Banderk

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Thanks Bill! What do you mean by “better” data plans? If you mean better pricing there is much more value in wireless service plans now than ever before, with standard features such as unlimited nationwide talk and text, plus large data buckets. Long gone are the days where a mobile phone was used for a few phone calls – mobile phones have become a big part of our lives, we use them to communicate, watch our entertainment and stay connected 24/7. When we started we were just talk and text - we didn’t even have data. That said, we’re always looking to find ways to reduce our costs to improve our prices.
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Jonathan I, Mobile Master

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Service agreements need to be updated. As a retailer, I need to briefly go over them with customers. There have been a few suggestions to include things like...

1. PUK codes. This comes up on the community fairly frequently. Timo has also suggested this be available in Self Serve and I also want it to be printed on the SIM packaging/plastic card. I saw it on a Colombian SIM card so why not here?

2. Arguably even more important, the billing cycle date and possibly even estimated proration charges the customer will see. They should be right on the first page. Bell/Virgin do this, so it would be nice for Koodo to do it too.

3. They still say $50 for unlock codes but we know it's $35 now.

Any chance we'll see them updated?

I have more questions but I'll add them later.
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Kevin Banderk

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Hey Jonathan,

First off, thank you for the great suggestions. I do want to take all of these away and see what we can do. Unfortunately, changes likes this are often much more complicated and expensive than you would think, so we will need to prioritize these among all of our great ideas from the Koodo Community.
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Jonathan I, Mobile Master

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Good to know! Thanks
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EmilX

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Where does it say $50? I see $35 and it looks like they now unlock other phone companies phones too. That's awesome!

http://help.koodomobile.com/getting-s...
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Jonathan I, Mobile Master

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It says $50 on service agreements, the website is apparently easier to update than the coding for the service agreement.
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Bernard, Official Rep

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Jonathan, for #3 change is coming....there was a delay in the update but the feeling amongst the team that July 2nd is the date.
Hi ..
Let me start by saying I am 90% happy as a Koodo customer. I have had all 3 of my children sign with Koodo and stay with Koodo when they were old enough to have their own contracts. In addition, on my referral I have had several friends also sign up with Koodo.
This is my request. As a loyal customer, I would appreciate some love too. When my TAB is up I would like to be eligible for new customer deals. New customer have not shown you love yet..lol.
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Kevin Banderk

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Hey Jo-Anna, we’d love to make you a 100% happy Koodo customer :) One key thing is that we make sure that all of our rate plans are available to all of our customers. I understand that we do sometimes offer gift cards for new activations only. This is an incentive to get people who don’t know Koodo to try us. What we try to do is ensure that we always treat our loyal customers fairly by giving them the ability to keep rate plans that aren’t available to new customers. They also have the ability to earn positive tab to put towards a new phone or take a 10% BYOD discount. Finally, we offer a trade-in program for people to bring their old handsets to reduce the handset price.
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Luke V

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Are there any plans on bringing the trade in program to retail stores like The Mobile Shop?
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Kevin Banderk

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Hey Luke, we don’t currently have a plan to offer this, but we’re always in conversation with our retail partners on things like the trade in program. Sometimes it’s very difficult to coordinate their processes with ours, making the execution of programs like this challenging.
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Jonathan I, Mobile Master

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Mobile Shop has had our own trade-in program for around 6 months now. We use a company called Phobio to determine trades.
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Mark Kokolsky

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When data first launched, a lot of emphasis was placed on how much faster and more secure it was using your mobile data, and now that people have really adopted using their phones for internet, the plan sizes have dropped. Are there plans to increase data plan sizes again? Since people seem to be talking less, but using data more.
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Mark Kokolsky

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I should add, that I don't mean going to unlimited data, but a stronger showing in the mid range plans like the 44 and 54 plans.
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Zeta Abramovic

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I always wanted to know.....what’s El Tabador’s secret to huge pecs? :-)
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Zaphod Beeblebrox

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Bench pressing hidden fees
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John Burke, Mobile Master

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Great answer, Zaphod!
LoL
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Kevin Banderk

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I couldn’t have said it better!!!
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Mark Kokolsky

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When Koodo launched, they were very aggressive and changed a lot of the norms in the wireless market. While over the past year or so they have become a lot more reactionary, are there plans to shake things up again?
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Kevin Banderk

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Hey Mark,

We’re always looking for ways to shake things up, it just doesn’t always have to be price. We were the first to introduce the Tab, go nation-wide, offer flexible data, run an AMA, and the list goes on. We will continue to look for opportunities to challenge the status quo.
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Zaphod Beeblebrox

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Would it be at all possible to stop the provnicial specific plans and make those nationwide? The customer base will potentially grow quite fast with those plans.
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Kevin Banderk

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Hi Zaphod,

We actually think our national pricing, like in Ontario, is the right and fair price. It gives us the ability to offer customers great value and allows us to continue to invest and build on our services, distribution, network improvements, etc. Unfortunately, in certain regions we’re unable to be relevant with this pricing, such as Manitoba, where our network is significantly smaller than some of the big guys, so we have to offset that weakness with price. Our goal is to build out our network in Manitoba.
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Some random Mobile Master, Mobile Master

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We actually think our national pricing, like in Ontario, is the right and fair price.

This can't be serious Kevin?? Is this really what upper management believes, deep inside? o_O
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EmilX

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Fair is relative I suppose. What's your definition for fair?
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Some random Mobile Master, Mobile Master

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A deal is fair when, after the fact, you don't feel like you've been severely abused in the area surrounding your wallet.
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Renee Vroom

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My question is this - am I eventually going to be pushed into getting a smartphone with data simply with regards to what's available on the market? I really miss being able to have simple talk and text phones with slide out keyboards, etc. I enjoy my super old 9320 blackberry curve and just have opted out of data because it's cheaper and easier for me, but will I run out of this option? Will I need to get an old brick phone rather than something that texts easily simply because I don't want an expensive phone with a number of features I won't use?
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EmilX

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I agree the Moto G is an awesome phone for the price.
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KoodoUser

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I am curious about this too! There are still many of us out there that just want to keep it simple. I signed up in 2011 with the $15/mth 50 texts 50 min plan and am hanging on to it knowing that if I were to ever drop it I wouldn't be able to get anything else to meet my budget. I was very disappointed when koodo dropped unlimited texting as a optional add on as well.
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Kevin Banderk

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Hey Renee! With Koodo, you’re not forced to take a data plan, even if you have a smartphone. We know that some of our customers simply want to talk and text. We currently offer the blackberry Q5 with a Keyboard and the Alcatel One Touch if you prefer a straight-up talk and text device. We will continue to listen to our customers and offer the devices that fit their needs. One of the things we do know is that once people try data.

That said, both my parents in law were in the same boat as you. I recently convinced them to get new smartphones. My father-in-law got the MotoG and my mother-in-law got the Samsung GS4. Now all they talk about is the cool apps they use and are constantly picture messaging my wife. No matter what you choose we’re here to help :)
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Jonathan I, Mobile Master

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You get used to it. I actually prefer touch screens because it gives you a lot more real estate to view websites, emails, etc. Plus you can make the font bigger without imposing as much on the menus or interface.
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Chad Burr, Mobile Master

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Couldn't have said that better. The Q5 with no data is an excellent choice for those who just want talk and text but want a keyboard.
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me

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Why did TELUS/Koodo sell the rights for the el tabador and do you think it will impact your brand?
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EmilX

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What do you mean they sold the rights? To who? And why?
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Kevin Banderk

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To be honest, we thought it might be a cool idea for him to get his own show. He’s done a lot for us and if he can go on to do bigger and better things, we’re not going to hold him back! But if he gets a Bieber attitude...
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Zaphod Beeblebrox

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Don't even mention that name, Kevin...hahaha
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KoodoUser

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I have recently purchased a used unlocked phone which requires a different type of SIM card than my current phone. If I pay off my tab and order a new SIM online will I still keep my current plan/number and get the 10% off my monthly bill?

And once I have my new SIM is their any point in keeping the SIM card from my old phone? Like if I wanted to switch back to my old phone in the future would I be able to get the old SIM reactivated or would I have to get a new one anyway?

Thanks for the help, I have only had the one phone so am not to savvy when it comes to stuff like this.
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EmilX

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You took your post off. :-) I already answered it above. :-)
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Kevin Banderk

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For not being that savvy, you took the best path and asked the Koodo Community & the Mobile Masters for help and shown how great they can be!
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Zeta Abramovic

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How do you decide what phones to pick? And colours? Often your phones only come in black when I want it in white. :-)
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Kevin Banderk

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Hey Zeta,

We talk to all the major manufacturers who show us their upcoming phones. Based on our understanding of our customers and research, we pick the best phones at the best prices. Sometimes colours aren’t available and even sometimes when they are, we need to order a minimum number. If we don’t think we can sell that amount, we don’t offer it. Finally, in an effort to be simple, we do try to keep our phone selection lean, because unlimited choice comes at a cost, so we always allow customers to bring their own phone.
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Nino

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i bought the $25 base plan, but the next day (today) I decided to switch the $35 one, thinking I would be charged $10 more, which was the amount in my account. But it charged me $35, I had insufficient funds and now my service is suspended. What should I do?
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Kevin Banderk

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Hey Nino, Unfortunately our system isn’t quite smart enough to figure this out. I’m going to ask someone to reach out to you to help.
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Ashley

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Hey Nino, would you mind sending us an email with your account info and a brief description of your issue so that we can help you out? You can send us an email by clicking on this link: http://koo.do/11eMLdy. Many thanks!
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Chris Petersens

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What phone do you use Kevin? Which one is your fave?
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Kevin Banderk

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Hi Chris,

My favourite was the LG Shine which was a silver metallic flip phone and I was disappointed when they stopped making it. Currently, I flip flop between the iPhone, currently the 5S, and Samsung, currently the GS5. But to be honest, I’m lucky because I get them for free! If I were to buy my own, I’d probably go for the MotoG because it offers great value.
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Mark Kokolsky

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Usually when Koodo does things you see Virgin and Fido do the exact same thing, but Koodo seems to have a lot more success. Is there a reason why you believe Koodo is performing so well, when other carriers do the same but don't see the same rewards?
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Jonathan I, Mobile Master

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Any chance the seasonal hold can be altered to be add-ons instead of a whole plan change? I realize there may be system limitations but both Ivan and myself worked out a potential add-on scenario that solves the issue of making someone change from a grandfathered plan and then being unable to get it again.

I know that Fido does it for their customers. A friend of mine is teaching ESL in China for 4 months (she's coming back next week) - Fido suspended her service for those 4 months and gave her a recurring bill credit that brought the bill down to about 20 bucks each month... But her actual plan didn't change. They had to do it manually. I think you guys should look into it.
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Chad Burr, Mobile Master

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+1
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Marta Rocha Costa

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Hi there, Kevin, curious as to when will KOODO will have family plans like the other competitors out there, thats one thing Koodo should have for families.
secondly, i was wondering, i know that Koodo always follows and watches their competitors when they provide plans with pricing....they did that last year when FIDO provided some serious competition, or was it the year before...probably year before, regardless, WINd has the new plan similar with everything but unlimited data. I would assume that Koodo would have something similar by now, WIND offers it and unlimited in US as well for calling. So...my question is will Koodo offer something similar or not? I have been with Koodo since 2008, but as they say the almighty dollar is what keeps a person where they are.... Wind is cheaper right now.... and offers more?????!!!!! help re: both topics please...
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Chris Petersens

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You get unlimited calls for all your family memebers as long as they are on the same account. As far as Wind or any of the others they seem to be on the way to extinction. Public, Mobilicity is bankrupt. I have to believe there is something wrong with the concept of offering unlimited anything and then go belly up.
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Kevin Banderk

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Hey Marta, we are always trying to keep things simple. Offering special family plans makes things more complicated. So we have ensured that all of our customers have free calling to members on the same account.

As to Wind, we believe we offer significantly more value than Wind due to our strong national network, our better customer service, and we’re in it for the long haul. It’s unlikely for us to match them on price because we know we beat them on value.
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Chad Burr, Mobile Master

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Except in us roaming.
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Marta Rocha Costa

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yeah i just got a hit with us roaming....that was nasty!! i guess we wont be getting any unlimited data anytime soon.... or family plans... which would make it easier for me...
and my family...
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Marta Rocha Costa

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well the family plan well i have seen it differently elsewhere, ....sharing if you know what i mean...hmmm
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MATTEO LUCIANI

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koodo i love your service and been with you almost 4 years i think it time for you guys to get a $35 plan unlimited everything and data would make us all happy only to existing customers but new customers $45 since other providers have it for $40
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Kevin Banderk

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Hey everyone,

Thanks for all of your questions. I loved the discussion and I hope you guys found it helpful. I have to get going now. Sorry I couldn't type faster and get to all of your questions. Maybe next time I'll get El Tab to do the typing ;)

Thanks again,

Kevin
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Sumaya K.

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Thanks everyone for participating in our first Koodo Live session. We’ve love to hear your feedback. Please complete this survey and let us know how we can do better: http://koo.do/koodolivesurvey

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