No reception with two koodo lines.

  • 1
  • Question
  • Updated 4 months ago
No reception with two koodo lines. I have an iPhone 6 with Koodo, phone is 2 years old, bought from Apple strore brand new. I also have a koodo hub for home phone. I have been having problems with reception for almost a year now. Both my cell and the hub base show 3-4 bars on hub, out of 5 and 2-4 out of 4 on my iPhone and I could try 100 times and not be able to make or receive calls. If I'm lucky I will get a rare chance a call with go through after an hour of trying. 
Photo of Leah

Leah

  • 114 Points 100 badge 2x thumb

Posted 4 months ago

  • 1
Photo of Goran

Goran, Mobile Master

  • 97,030 Points 50k badge 2x thumb
You've had this problem for a year? And you've put up with getting through like 1% of the time? Does anyone else with Koodo/Telus/Bell in the general area have the same problem? Have you contacted Koodo before at any point about the reception issues? Have you tried anything like pulling out sim card and restarting? I assume yes but figured I'd ask.
Photo of Leah

Leah

  • 114 Points 100 badge 2x thumb
Hi, yes, I've done that and also reset the network settings. There was a Telus tower damaged twice and so they decided to not repair the 2nd time and put one in a different location, so at first I assumed that was the issue. I bought a $1000 booster and had it installed. That has helped but something changed. I've called both Telus & Koodo and no one has any answers as to why the service changed. I live in a rural area southern BC, so mtns and terrain can be issues. But it is much worse lately. As I said, both phones have 1/2-3/4 of full service bars and still can't get calls through. Telus was my last call a few days ago and they responded that they the issue is solved...yet they can't reach me, a voice mail was left. If my phones both said "no service", I would get it but showing almost full bars for signal yet unable to send or receive calls.
Photo of Goran

Goran, Mobile Master

  • 97,030 Points 50k badge 2x thumb
Unfortunately all we can tell is advise you t contsct them directly, which you did. There are employees here but I don't think they can do what hasn't already been done. You could send a private message to Koodo via Facebook Messenger or DM via Twitter saying this and that no the issue is not solved and see what else can be done.
Photo of Leah

Leah

  • 114 Points 100 badge 2x thumb
Thank you, I received a call back from Koodo, after I called Telus, just got the voice mail from a few days ago. Will be returning the call when I can get a signal....I wanted to write lol but it's too frustrating.
Photo of Goran

Goran, Mobile Master

  • 97,030 Points 50k badge 2x thumb
Well someone where like I said will see it but being a public forum, customer support is somewhat limited. You can try Facebook / Twitter so that at least you don't have to wait a few days.
Photo of David

David, Mobile Master

  • 93,430 Points 50k badge 2x thumb
If you have 3 to 4 bars of signal strength when your booster is off, then your problem lies elsewhere from the cellular service. What happens when you travel to a less rural location?

If the booster is providing the signal to your phones, and thus they are showing the signal strength based on the booster, then the tower location could well be the problem. If the booster has no signal to boost, then no calls will be received by the phones, even though the booster makes it look like you have signal.

If you have an iPhone, Wi-Fi calling could be useful to you. Koodo plans to offer it sometime in the near future, and Telus offers it now. The Wi-Fi calling service is particularly useful for folks in locations with poor cellular signal.
Photo of BobTheElectrician

BobTheElectrician

  • 67,204 Points 50k badge 2x thumb
Bars of strength can be misleading. You should examine numerical values in -dB units.

http://www.businessinsider.com/how-to-see-your-iphones-true-cell-signal-strength-2014-11

I don't have experience on iPhone, but I can vouch for the following based on Android experience. There are probably utilities available in the Apple store to get the same values. dB units will give you signal strength, asu will give you signal quality.

In terms of installing a booster, you should scout your location and find the strongest numerical signal you can find. If it's numerically larger than -95 dB (-105 is bad, -85 is good), you are probably wasting your time. Adding a signal booster will not help. Think in terms of tuning an AM radio. Turning up the volume on a station that is weak may be helpful, but doing the same on one that is really not there just magnifies the static.

Assuming you have a boostable signal, it's critical to install according to the instructions. If the distance and orientation specs are not followed, you can actually degrade the signal. Think in terms of a microphone being close to a speaker and creating feedback. WeBoost (formerly Wilson electronics) has some very helpful and precise info, and they respond quickly to emails.

If you have access to decent wifi through another supplier (cable or satellite), I would consider VoIP for the landline and switching to a cellular supplier that supports wifi calling on your iPhone.
Photo of Leah

Leah

  • 114 Points 100 badge 2x thumb
Thanks for the new posts. Service had improved with the booster, but then it almost came to an abrupt halt. I plan on double checking the location of towers and perhaps moving the booster when the snow melts. But all was good for a while after I got the booster, like I said, something else changed. I do know they need more towers in some of these mountain areas for sure, I just think there's another issue. I'm wondering if another tower is having problems or not performing for some reason.
Photo of BobTheElectrician

BobTheElectrician

  • 63,878 Points 50k badge 2x thumb
May or may not be up-to-date:

http://www.ertyu.org/steven_nikkel/cancellsites.html

I am in southern QC near Vermont border, hills & trees galore. Foliage coming back in spring can be an issue. Won't be a factor till May for me, but in your area?...
(Edited)
Photo of Leah

Leah

  • 114 Points 100 badge 2x thumb
Thanks for the map, I believe that was the one I used when I had the booster installed, but with the tower damage, perhaps just moving it will help a bit. Thanks for all the quick responses and information. Hopefully I'll have good news in a few weeks when someone can up the tree and move it.