Nexus 5 not compatible with koodo?

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I bought a nexus 5 off the google play store and when i set up my prepaid account today i was unable to get a signal on it. I was under the impression that it operated on the correct frequencies and would be compatible with the network. Has anyone else bought a nexus 5 straight from the google play store and set it up successfully?
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john

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Posted 4 years ago

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Timo Tuokkola, Mobile Master

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Yes, a great many people have done so. Does it not find the koodo network, or will it simply not connect?
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john

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all it shows when i put the sim card in is "emergency calls only". I just got off the phone with tech support at koodo, he took the devices serial number and told me that it was not compatible with the network so I'm a little bit baffled.
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Timo Tuokkola, Mobile Master

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open the settings menu
tap on more...
tap on mobile networks
make sure network mode is set to gsm/wcdma/lte (auto)
tap network operators
search networks
what networks does it find?
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john

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With the network type set to LTE, it finds koodo, rogers wireless, and bell.

hmm..
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Timo Tuokkola, Mobile Master

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Should not be set to LTE only. This setting would work for data but not for either voice or text. The phone needs to use WCDMA for voice and text service.
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john

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the options it gives me under preferred network type are
-LTE
-3g
-2g

it doesn't give me wcdma.
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Timo Tuokkola, Mobile Master

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3G==WCDMA==HSPA. All the same thing.
2G==GSM
4G==LTE
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john

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thank you for the clarification. I have selected 3g and tried again, it displays koodo, bell, and rogers. If i select koodo, it says "registering on koodo," and after a minute or so it says "can't connect to this network right now, try again later."
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Timo Tuokkola, Mobile Master

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The phone is definitely compatible. It has to be an issue at the network or the account level. Call tech support again. It should be working.
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john

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thank you for your help.
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Paul Deschamps, Mobile Master

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What model did you get ? You should have the D820 not D821
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Ahmad

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Regardless of which one she has, they should still both work.
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Paul Deschamps, Mobile Master

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First off its a guy and second the world one is missing band 4 for LTE so it won't work on LTE on koodo
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Ivan, Mobile Master

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True, but he said that he still sees Koodo listed when set to LTE only so it's safe to assume that he has the D820.

But he should be able to register on the network even with the 821, regardless of LTE.
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Paul Deschamps, Mobile Master

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Yes but the Nexus 5 seems to have the odd time that it has trouble finding a signal when on LTE if your not in an LTE area, its the reason I switched mine from LTE to 3g and I get a much better and consistent signal.
You wouldn't know of thus issue as your right in an LTE area and it doesn't occur when your getting an LTE signal.
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john

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i have checked and double checked and i do in fact have the D820. I have verified this with the compatibility tool on this website. (although it still says it's not compatible.) On my receipt from the google play store it even says it is the us/ca version.
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john

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I have also contacted google support and they have assured me that the phone i purchased should work with both koodo and telus.
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Jonathan I, Mobile Master

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Are you sure your SIM is activated? That's the only thing I can think of, really. Trust me, your phone will work. I think like half of the MM team has one now lol
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john

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Service status is listed as active in self serve. I might take a trip to the nearest koodo booth and see if they have another card i can try, I'm starting to think it might be cooked.
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Paul Deschamps, Mobile Master

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It probably won't fix it but try turning the phone off and then pulling out the Sim card and putting it back in just to make sure its seating properly and making a constant connection.
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john

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unfortunately it made no difference.
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Dennis, Mobile Master

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Have you tried a factory reset?

I would also try a friend's sim card from another provider. That can confirm if the issue is indeed with the phone
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john

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I have indeed tried a factory reset. I have also tried using my own sim card from telus, and it seems to works just fine. Slapped the koodo sim into my iPhone and nothing. I will find out tomorrow if the sim they gave me is a lemon when I get a replacement. Thank you for your suggestion.
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Dennis, Mobile Master

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If the sim also does not work in your iPhone then I think you have confirmed that it is a sim issue.
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john

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I went to the koodo kiosk today and explained the problem. They tried the sim card i have in one of their phones and confirmed that it was not getting any service. They put an active koodo sim into my phone and confirmed that it works on their network. I took home and registered the new sim card they gave me and still no service.
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Dennis, Mobile Master

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Did you power the phone off and on? It can take 15 mins to activate
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john

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In case anyone else has a similar problem, it turned out that there was an issue on koodo's end and it was resolved by contacting the network engineering team.
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Timo Tuokkola, Mobile Master

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Point for me!
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Betty Xie

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Hi john, thank you for starting this thread it looks like i have the exact.same issue as you. i tried everything from factory reset to changing sim cards and it just doesnt register on koodo. could you let me know what you did or what phone number you called?
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john

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It ended up being a problem on koodo's end. If you call their tech support number and explain your problem and ask to open a ticket with their network engineering department they will look into your problem specifically and take care of it.
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Timo Tuokkola, Mobile Master

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That would be tech support. 1-866-995-6636, option 6. Don't call from the phone you're trying to troubleshoot.

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