international roaming adds on (40$) in France doesn't work, urgent help needed

  • 1
  • Question
  • Updated 1 year ago
  • Answered
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

I am in France and already paid for the international roaming adds on (40$) and received the Koodo welcome text in France but still can't make a phone call or send text. I read in this forum that I should activate international adds on (0$) too but when I try to do that I get an error message. This is urgent please help.
Photo of R Ya

R Ya

  • 80 Points 75 badge 2x thumb
  • anxious and mad

Posted 2 years ago

  • 1
Photo of Chadwick

Chadwick, Mobile Master

  • 33,072 Points 20k badge 2x thumb
Hi R, Sometimes this error warrants a call to customer care. That might be your best bet in this situation. You will have to use Google Hangouts or Skype to call them at 1 (866) 995-6636
(Edited)
Photo of BobTheElectrician

BobTheElectrician

  • 62,208 Points 50k badge 2x thumb
The long and the short of it. Your phone and using a foreign SIM are not at issue and you did receive the text while in France. Make sure you re-boot the phone and wade through the last half of the following. Might save you some time on international hold.

International roaming & troubleshooting step-by-step:

1. See if your phone is compatible with the locale you will be visiting. If it’s not, then don’t waste any more of your time:

http://willmyphonework.net/

Prepaid phones will not roam unless you get them unlocked and buy a local SIM, so the following applies only for post-paid customers.

Someone reported that you can set things up using the Koodo app entirely on-line without need for texting. [Thanks to Jon Symons]. Go to your self-serve app, Plans & Add-ons, Get More Add-ons. There's two roaming add-ons you will need to activate. They're both zero dollars. [Thanks to Goran].

2. Check your plan add-ons in self-serve. Enable international voice roaming and international data roaming then restart the phone. Some people have complained they can’t find one or the other add-ons by using the Koodo app on the phone itself. In that case, use your browser and connect to self-serve that way. Both are listed at $0 per month and are needed in order to make any kind of connection outside North America.

Bundle or pay per use as you wish. If you are texting to use a bundle, make sure to send the activating text while you are still in Canada. The bundle takes effect immediately (it’s no-charge till midnight that day), and then the clock starts. Expect a confirming text in return.

Apparently just doing the 00TEXT or 00BUNDLE to 5242 is not enough in some cases. Instructions are at

http://help.koodomobile.com/coverage-long-distance-and-travelling/travelling

If you have no service once you have arrived, switch to manual network selection in settings>Cellular Network Settings>Manual and do a scan. Try to connect to any networks that appear. If none appear then you're in an area where there's no network available. [Thanks to Chadwick].

To add to this, make sure your network mode is set to GSM/WCDMA/LTE (autoconnect). [Thanks to Dennis].

You also have the option of unlocking your phone and using a local SIM if that will be more advantageous. Some of the info is not completely up-to-date, but it’s a good start:

http://prepaid-data-sim-card.wikia.com/wiki/Prepaid_SIM_with_data

[Thanks to Robert].

3. Download Fongo. They give you a real Canadian phone # and you can call anywhere in Canada for free, regardless of where you are - providing that you have a wifi connection. You can then use this to call customer service at 1 (866) 995-6636. If you arrive overseas and have no service, this may be the only way to speak to someone at Koodo. [Thanks to Ivan].

https://community.koodomobile.com/koodo/topics/international-roaming-plan-doesnt-work
Photo of Chadwick

Chadwick, Mobile Master

  • 33,072 Points 20k badge 2x thumb
She said she tried to add the international voice addon but its giving her an error, The service will not work without it, even after trying everything you posted. She will need to call to get it active.
Photo of Melissa

Melissa, Employee

  • 11,748 Points 10k badge 2x thumb
Hey R! Is your service working now? Were you able to get in touch with us? We can't find your account, but if you still need help please feel free to private message us on Facebook or Twitter and we will be glad to assist you further.  Thanks! 
Photo of R Ya

R Ya

  • 80 Points 75 badge 2x thumb
I took Chadwik advice and used Google Hangout to call Koodo customer support. I spent almost 2 hours with the customer support trying everything including resetting the phone but nothing worked! I was able to receive texts and phone calls but no texts or calls was going out. Finally customer care referred my case to engineers, I got call from Telus ??? Engineers asking about the problem and eventually they were able to solve the problem. I just hope that I don't have the same issue in Italy which is my next destination!?
Photo of Melissa

Melissa, Employee

  • 11,748 Points 10k badge 2x thumb
Hey R! Koodo is owned by Telus, which is why you may see a Telus number calling you from our support teams. If they were able to solve the problem, you should have no issues for your next destination.  If you need any assistance then, send us a private message on Facebook or Twitter and we can get back in touch with that team.  Thank you! 
Photo of Sammi

Sammi

  • 82 Points 75 badge 2x thumb
What was the solution? My daughter is also in France and cannot send outgoing texts even though she set up International texting.  She can receive texts only.  I am super mad that my daughter cannot communicate home that she is safe. This is the 2nd European trip that this has been an issue.  THERE WON'T BE A 3rd.  Either this issue gets resolved fast or I'm looking for another provider with better service.  Both my daughter & I sent e-mails to customer service over 36 hours ago, no response. I went to the Koodo booth in the mall and was told they can't help, but they phoned customer service-I was on  hold for 1/2hour  and no answer. At this point I am willing to pay more to take my business elsewhere unfortunately this does't help with this trip.  Koodo needs to get it  that when customers go on a trip and add international service it is because they need it and need to rely on it.  This is completely unacceptable.R Ya should not have spent 2 hours out of her vacation on the phone trying to make her phone work. 3 years ago we went to Europe and roaming worked fine now it is horrible service.
(Edited)
Photo of Pat Morin

Pat Morin

  • 60 Points
im in the same boat now...what the F>?i paid it, told it was activated now i can t send any texts and i don t know how to get in contact with koodo....i am pissed!
Photo of Timo Tuokkola

Timo Tuokkola, Mobile Master

  • 140,242 Points 100k badge 2x thumb
How are you entering the number? When texting from a foreign country you would need to dial "+1" in front of the number to text to Canada.
Photo of Sammi

Sammi

  • 82 Points 75 badge 2x thumb
Have had this problem on 2  trips-France & Denmark, did everything Koodo suggested numerous times, would not work in France-they blamed the provider they partner with which to me is still a Koodo problem, they need to find a better partner. On the France trip the phone service started working when my daughter moved on to Spain. Problem has now been permanently solved-my daughter switched to Virgin when she returned. Her friend did not have any problems with any Virgin service on the trip.  Really infuriating was that Koodo did not get it that having a child away on trip unable to confirm they are safe is a problem and on the day of the terrorist attack in Nice! Sorry this doesn't help you on your trip. Koodo actually suggested getting a pay as you go sim card in the country you are visiting as the solution-if you need your phone and of course you do may be your best bet then demand a refund from Koodo. I still have my own phone with Koodo because I don't have a trip anytime soon and it is cheap (you get what you pay for) but won't be paying for International roaming with Koodo ever again. During the time we were having a problem it was taking a week for Koodo to respond to us. 
(Edited)

This conversation is no longer open for comments or replies.