Koodo's APN

  • 5
  • Idea
  • Updated 4 years ago
  • Planned
The basic idea I have is that Koodo shops (and retailers too, maybe) should have the APN settings readily available to help customers who bring their own phone into Koodo.

So many times customers activate with a non-Koodo device and therefore Koodo's APN wasn't programmed into the phone at the factory so internet doesn't work, they either leave the store not knowing this or they test at the store and neither the customer nor the dealer has any idea why data doesn't work when calls and texts do.

Either way they call tech, the issue is quickly explained, rectified and the customer is happy. However, I think the customer would be even happier if they didn't have to call tech support at all.

I know that the dealers at the shops are sellers, not technicians. Sometimes they are experienced users and know about the APN on their own which is good. But really, how hard is it to explain during training? "A non-Koodo phone is not programmed for Koodo's data service, the APN will need to be set up. Here are the settings to fill in." Then have a paper taped to the inside of a cabinet door or kept under a keyboard or something. That's all that needs to be done. There's also a page in the FAQs for it that can be easily reached via the url: koodomobile.com/setupdata ou en francais: koodomobile.com/reglagedonnees

It's not like it's hard or anything.
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Curtules

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Posted 4 years ago

  • 5
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Jonathan I, Mobile Master

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I did that a few times for customers' unlocked phones. I found a thread on XDA that listed all Canadian carrier APNs one day and I bookmarked it on the computer.
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Curtules

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Awesome, I assume you pass this knowledge on to your underlings.
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John Burke, Mobile Master

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They should definitely have a print-out available...even better one to give to customers.
Shouldn't be difficult or expensive.
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Curtules

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I wouldn't agree to giving out unnecessary papers to customers, but then, I can be a bit of a hippy.

Even just telling the customer about koodomobile.com/setupdata should be enough.
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Sumaya K.

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You're absolutely right, Curtules. We're taking this away and looking at the retail experience holistically. We need to make it easier for customers in retail just as it is at Shops. Definitely under consideration.
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Curtules

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Passing this info to retailers is great, but I was mostly suggesting training the Koodo salespeople at Koodo kiosks to setup the APN for BYOD customers.

All too often I get a call from a Salesrep at a Koodo Kiosk saying that a newly activated customer has no data service. I see that the customer has a non-Koodo device and ask if they set the APN, they respond saying they don't know what I'm talking about.

I just think that actual Koodo employees that deal with BYOD activations on a (possibly) daily basis have no excuse for not knowing what an APN even is.

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