People can't call me, says 'customer is not available'

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  • Updated 3 weeks ago
Frequently (multiple times per week), when my husband tries to call me, the call doesn't go through and he gets the message "customer is not available".  He'll try a few times and get this and then it goes straight to voicemail and my phone never rings.   At the time he's trying to call, my phone is literally sitting on the table, untouched and charged.  Full reception.  
I've had this issue for a while now and posted about it before :https://community.koodomobile.com/koodo/topics/says-out-of-service-when-someone-calls-me

since I've gotten a new sim card, didn't fix it.  Had my phone diagnosed at a koodo stand, nothing wrong with it. Got a new phone last week, and still doing it.  It's quite frustrating and not sure what else I can do??  I need to have my phone work!  It's quite frustrating.  
I had the samsung S6 and now have the A8.
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Melissa

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  • very frustrated and angry.

Posted 3 weeks ago

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Dinh, Mobile Master

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Melissa,
Have you checked if your phone wasn't on "do not disturbed mode" and he wasn't on any block list of any kind?  Have you checked with other people in the area, and see if anyone had the same problem?
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Dennis, Mobile Master

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Do not disturb mode would just forward straight to voicemail
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Dinh, Mobile Master

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It is a check of all conditions and if the OP was aware of the software funtions, Dennis.
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Dennis, Mobile Master

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Im just letting you know Do not disturb mode would just forward straight to voicemail.  That is all.  Just an FYI in case you didnt know
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Dinh, Mobile Master

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Well, ok, now you know I did.

By the way, if the customers was on favorite list, call/text will go through.
(Edited)
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Dennis, Mobile Master

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Does it happen very often, regardless of who calls you?
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Melissa

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I haven't heard of anyone else having issues when they call me, but if it's just a one-off for someone else they may not have told me.  It happens frequently when my husband calls me.
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Dennis, Mobile Master

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Is this reproducible when others call you (not your husband)?
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Melissa

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No idea.  Haven't tried. 
Sometimes my husband will try twice and it will go through on the third time.  Today the third time it went to voicemail.  
No one else calls me as often as my husband so hard to tell if anyone else is having the issue when they call me.
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Melissa

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I should specify that sometimes it only happens once and then it goes through, sometimes it goes through on the first shot.  It's not every time he calls me, but easily multiple times a week.  And I can't intentionally reproduce it. 
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Dennis, Mobile Master

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I would try and test it.  Try with other friends or family or even a landline at work
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Melissa

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it's not on do not disturb mode.  And he's not on a block list because it will work and he calls me, and then an hour later not work.  And I'm home all day so it's not like I'm losing reception or changing areas.
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Dennis, Mobile Master

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Ok you changed your phone.  I thought I read that but couldnt find it again.

In that case do what Dinh recommended and contact Koodo technical team.  They should be able to reproduce the error and figure out what is going on with your account as it seems to be an issue with your account
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Melissa

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So call 611?  And what do I say to make sure I'm not charged? 
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Dinh, Mobile Master

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Everytime they want to charge you, they will have to tell you first. This is inherently something you could not do it yourself, so there should not be any charge.
I would suggest you send message to facebook if you don't want to wait on phone.
(Edited)
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Melissa

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I did send a msg on Fb as well.
I'll call tomorrow. Thanks.
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Robert, Mobile Master

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Please don't call. If you contacted them via one platform, stick to that one. Contacting on multiple platforms gives them too much work for nothing.