Hours of Operations - Clarification

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On the Koodo website it states:
Hours of Operation

•Monday – Friday: 10am - 9pm
•Saturday: 9am - 7pm
•Sunday: 9am - 7pm

So I asked this before, but what time zone are these hours for?
Usually companies say that their hours are Eastern or Pacific. I remember I was told local time, but how would that work?

Maybe have that stated on the website for clarity

If it was local time what if I had an Alberta number calling from an airport in Newfoundland and it was 9pm there and Alberta was 630pm?
Does that mean I would get an operator if I flew back within 2.5 hours but I wouldnt get anyone if I was to stay in Newfoundland?
What if I was calling from Hawaii?
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Dennis, Mobile Master

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Posted 5 years ago

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MatB

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This is the Customer service Hours of Operations (Local time to the provinces)
QC/ON/MB/SK/AB/BC
Mon-Fri: 9am - 9pm local time
Sat: 9am - 7pm local time
Sun: 9pm - 7pm local time

Atlantic:
Mon-Fri: 9am - 9pm
Sat: 10am - 8pm
Sun: 10am - 8pm

by calling from cell phone 611 (airtime free in Canada)
Toll-free anywhere in Canada/USA: 1-866-995-6636 (airtime free in Canada)
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MatB

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Thank you Timo, 6 times zones, you can't find anywhere else except in "O Canada"
1. Central Time Zone
2. Newfoundland Standard Time Zone
3. Eastern Time Zone
4. Atlantic Time Zone
5. Mountain Time Zone
6. Pacific Time Zone
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Joyce Taylor

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I just called at 7:04 and held until you hung up on me at 7:54. Unless I am wrong that is between the business hours you have posted.
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Dennis, Mobile Master

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Hours of operation (local time):
  • Monday − Friday: 9am - 9pm
  • Saturday: 9am - 7pm
  • Sunday: 9am - 7pm
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Joyce Taylor

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I am a brand new customer and had a problem with an email change - no access to self service. I emailed Koodo and had a reply within 24 hours. I am good with that. I was pleased after reading some of the negative comments. Some people are very unreasonable and all about themselves. Thank you to Koodo - so far so good.
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Ivan, Mobile Master

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Glad to hear about a positive experience. Remember to check here first whenever you have any issues. We can't help with account changes directly, but for most troubleshooting we're the quickest option.
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rikkster, Mobile Master

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With regard to your question Dennis. I'm going to say that Koodo's hours of operation are based on the Eastern time zone. I couldn't find any phone numbers specific to any other province, other than what's listed in the Contact Us/Call Us section.

The 416 Toronto area code is my first clue (416) 279-8811. So if it's 9:00 p.m. in St. John's, Newfoundland, it would be 7:30 p.m. in Toronto, Ontario.

Toronto, Ontario is 6 hours ahead of Honolulu, Hawaii, so if you were to call at 3:00 p.m. from Honolulu, the time in Toronto would be 9:00 p.m. and of course the Koodo call centre would be closed. I believe the Eastern time zone rule would apply when using Koodo's toll free number and I agree that the time zone should be displayed.
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Dennis, Mobile Master

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How does the "system" know where I am calling from? This fascinates me.
Is it based on the number? What if I was calling with a western cell number (non-koodo) in an eastern province? What if I called from a US cell in a US state?

Since the number is toll free from Canada/USA, which time zone gets adapted when calling from an american time zone that Canada does not have?
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Chad Burr, Mobile Master

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I'm assuming that it just routes you to whatever call center is open if you call from an out of country number. But even that number is in a time zone.
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Zaphod Beeblebrox

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GPS, friends. It works wonders lol
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rikkster, Mobile Master

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So how does GPS work when I'm calling the 416 number from a landline?
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mattjs

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lol it's just location based, it's not like your phone calls are actually traced/routed with the help of Global Positioning Satellites. If the location isn't available (blocked number, calling to a 1-800 number, etc), it probably just defaults to one particular center (ie: eastern or western).
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mattjs

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Seems like the perfect time for a Koodo Employee to step in and provide some actual clarification...
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Zaphod Beeblebrox

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I just did :P AlexiKrov did correct me slightly below
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AlexiKrov

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It is always based on the local time that your phone number is based in. I used to have a BC number and I'm located in Ontario. I could only call Koodo after 12 pm.
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Sumaya K.

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Hey guys,

I can confirm that the hours of operation are based on your phone's specific time zone. If you have a BC area code number and you're in Ontario, you're going to follow the Pacific Time Zone :)
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Cindy Porter

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I'm in Halifax, it's 9:30 and I called. It said to call back during business hours???? 
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William Young

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Yeah, I am as well & I called 6 times from 9 am to 9:12 am & had no one answer.
This poor service is infuriating
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Chad Burr, Mobile Master

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I see what you did there.
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Greg Hamming

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Sounds like the business hours change regularly or they open late/close early on a regular basis.  Called this morning and was told they are closed at 9:20am this morning.  Calling from a NB number about a NB number.  Would be good to get some clarity on this since it seems to be an ongoing issue for years (based on this thread). 
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Timo Tuokkola, Mobile Master

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Last time I checked, NB was an Atlantic province. If you look above, you will see it stated several times that the Atlantic provinces are grouped in with Eastern Time.
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Greg Hamming

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I don't see that stated once in the above thread and just re-read the thread.   But thanks for the clarification.  The posting above from MatB should be removed.   Very confusing to have it stated that Atlantic starts at 9am when it actually starts at 10am.  thanks for your help Timo.  Website should be updated that Atlantic opens at 10am
(Edited)
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Greg Hamming

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Update: Clicked on "view previous" in thread and see the comments on Atlantic Canada.   Lot of hunting to figure out Atlantic is grouped with Eastern.   There has to be a better way ...

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