cell service is terrible. Customer service is worse. What can be done?

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  • Updated 2 years ago
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I havve been in contact with several customer service reps about the extreme poor quality of my cell signal. I cannot make calls from within my own home. There is no service where I live although Ive been told I'm 450m and 600m away from towers. ive been told to turn my phone off turn it back on they switched signals to a new tower after exhausting every avenue i was told cange the sim card. I live on PEI and they do not have a koodo store here. I was told to drive to Moncton NB to get to one! thats $46.50 to cross the bridge then a 2&1/2 hour drive to Moncton. When I asked who will pay for this I was told to contact a family member have them buy a sim card and have them mail it to me! Totally unacceptable! When i asked why wont koodo mail me one? I was told koodo doesnt do that. I was told go to walmart they deal with koodo. I went to walmart they told me they dont do that. I called koodo again was then told to go to telus. I went to telus and again was told we dont do that. I called koodo AGAIN and was told go to best buy. Best buy sdwitched out the sim card for a fee when koodo told me there wouldnt be one. now i have a new sim card that i paid for and the phone still does not work. Nothing has helped. My husband who is also with koodo is experiencing the same problem. meanwhile I've wasted countless hours on hold after waiting countless hoursto speak with a rep. Ive been disconnected several times I've either been hung up on or surprise surprise the service drops the call. In none of these instances have I received a call back from the rep whom I was talking to. I\'ve had to call back wait on hold and explain the entire problem over again to someobne new. This has been a three month process that is going nowhere and all the while I'm paying top dollar for a phone that doesnt work! I deserve either 3 months of free service or to be let out of my tab as well as my contract. Its is utterly ridiculous to be paying top dollar for a phone that i cant make calls on.
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melissa

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Posted 2 years ago

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Paul Deschamps, Mobile Master

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What kind of phone do you have exactly?
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David, Mobile Master

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Is this lack of coverage a recent change to your service experience? How far do you have to travel from your house to get a signal? You can see a coverage map for Koodo here, and a map of cellular tower locations here. If you are truly within 600 m of a Bell tower, and not shaded from the signal somehow, you should submit a trouble report to Koodo.
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melissa

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My service was fine in ontario from june 2015-June 2016 when i moved to PEI. I have submitted several reports or 'tickets'. The most recent rep I spoke to this morning told me that it's not koodos problem it's my house and that I must buy a booster (at my own expense) to improve my service. And they do not guarantee that it will make a difference but that's OK I was told because I can always return the booster if it doesn't work. Not exactly the answer I was looking for. Not only am I out of pocket for the expense there is no consideration for my time and money spent trying to resolve this issue. I was told that the problem is my house and that koodo doesn't guarantee service in a basement or an elevator I don't live either in a basement or an elevator. In order for me to place a call that may or may not be dropped I must walk outside and down the sidewalk to receive a slightly better than weak signal. My service is patchy all over the island although according to the coverage map there is LTE service literally every where in my surrounding area. I live in Charlottetown and all surrounding areas appear to be in an excellent service area. However my signal fades in and out when I in town as well. I never have more than 1 bar of service.
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David, Mobile Master

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LTE often reports less that full strength. I see 3 bars when in full view of the local tower, but sometime more in other towns. If you are seeing only 1 bar everywhere, it suggests a phone / SIM issue, rather than a network issue. Does your husband's phone exhibit the same behaviour as you both move about?  Have you any info from immediate neighbours as to their cell phone experience?

Recognizing you don't live in an elevator, building structure such as metal or stucco can affect signal inside the building, as can other buildings  'shading' you from the signal. 

Hope this provides some other avenues to explore.
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melissa

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When travelling both phones bounce back and forth between 1-3 bars. There are places where we have no service at all. Both phones have been switched to 3G. Both phones have had sim card replacements. Our neighbours are not with Koodo but they report no trouble with their service and they have full service in my house. Our home contains no metal or stucco it is only 1 storey as are all the surrounding homes.
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David, Mobile Master

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Then ultimately, the best answer for you may be to switch to the carrier enjoyed by your neighbours.