In France and iPhone will not connect to cellular network

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  • Updated 8 months ago
New iPhone 7+. Arrived in France on Sunday. Koodo is not responsive (been trying to reach them with Facebook Messenger - no reply and it's been a couple of days). Been on self-serve, my account is in good order. I don't purchase any of the Koodo add-ons as am satisfied with the default pricing for Europe (.60$ for SMS etc.). Is it my phone or is this something to do with Koodo? Never had this problem before when in Europe. Advice? I have reset the network, powered down the phone, removed and put back the SIM card etc. as suggested in this forum. Any help appreciated! Thank you.
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Stu2355

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  • frustrated with Koodo lack of response

Posted 8 months ago

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Timo Tuokkola, Mobile Master

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Sign into self serve and add the free "international voice roaming" add on. (add "international data roaming" too if you want to use data). Then reboot your phone. The phone should now connect to the network.
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Erwin

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self-serve is currently down right now
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Goran, Mobile Master

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Be that as it may the OP should still check once it's back up in hopefully a few hours.
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David, Mobile Master

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Can you access self-serve and make sure international voice and international data add-ons are installed? They are needed to ensure the phone can connect to other networks.
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Goran, Mobile Master

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Do you have international voice roaming enabled? If you go into network selection do you have options a with good reception?
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Erwin

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Koodo is currently having system outages and self-serve is affected. Your best bet would be to contact Koodo through Facebook.
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Timo Tuokkola, Mobile Master

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From the initial post: "been trying to reach them with Facebook Messenger - no reply and it's been a couple of days"
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Stu2355

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Thanks you all for your advice, but as noted by Erwin, I cannot access self-serve. I am wondering since when has Koodo implemented this policy of international voice roaming? I go to Europe 2-3  times per year, and this is the first time that I have heard of adding international voice roaming. For years, it has been 1) fly to Europe 2) get off airplane and wait for Koodo welcome message and proceed. It's not clear anywhere on the web site that you have to now activate international voice roaming in order for you phone to work. Koodo needs to make this absolutely clear, as its not evident anywhere, including any online FAQs.  This new online process is frustrating and is not customer centric (from my perspective). Right now, I have basically a dead phone since Sunday when I arrived and if you fine folks hadn't answered, I would still be left wondering what is happening. Since my phone doesnt work (until Koodo fixes self-serve), I cannot answer any text messages from Visa and my card is now locked. As you can imagine, I am not very happy at the moment with Kodoo. 
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Dinh, Mobile Master

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The selfserve is back online already, you could try on it now.
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Timo Tuokkola, Mobile Master

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I agree. There should be some mention of this on koodo's website. Maybe it could look something like this:

https://www.koodomobile.com/help/easy...

The international voice roaming add on has been required for years to use your phone outside Canada and the USA. AFAIK, this has been the case with Koodo since day one. If your phone worked previously, the add on must have been on your line at some point. Perhaps there was a plan change that knocked it off, or maybe you're using a different line on the account than you used previously.
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Stu2355

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Timo, I was expressing my frustration in that it is not clear that I had to go through Easy Roam. I was not interested in that plan (10$ per day) and simply wanted the default rates (.60$ for text, 1.50 per minute for calls). Koodo staff informed me that customers were often confused by the Easy Roam page you referenced - as it was not obvious that you could choose not to use Easy Roam...but still had to sign up for it in order to get the default rates. While I appreciate you directing me to the proper page, your sarcasm was unwarranted and is a not in keeping with your otherwise excellent advice to infrequent users.  Not all of us are experts like you, with your significant familiarity with Koodo, and we only access the forums when we run into (very) infrequent problems.