Text to Landline being Discontinued?

  • 1
  • Question
  • Updated 2 years ago
  • Answered
I just did a text to landline, which until now has worked great - it translates it to voice, and leaves a message if necessary. But this time I got a text back, presumably from Koodo, saying the service was being discontinued on March 22, and that you wouldn't even send an error message when we did that. WHY? Even if you have decided to discontinue the service, not sending an error message seems really inappropriate, so if I accidentally text to someone's landline, I won't even know it wasn't received. 
Photo of Dan Cooperstock

Dan Cooperstock

  • 80 Points 75 badge 2x thumb

Posted 2 years ago

  • 1
Photo of Nabil

Nabil, Employee

  • 6,640 Points 5k badge 2x thumb
Hey Dan,

We are committed to providing our customers with the best service and the most advanced communication technology. To ensure we can do this, we need to focus our resources on the products and services that matter most to our customers. All providers will be turning down the Text to Landline service by March 22, 2016. All Koodo customers have been notified by bill message of the service turn-down in their January bills and indeed you will not receive an error message if they text a landline after March 22, 2016.

Thanks for your understanding Dan.

Have a great day! 
Photo of Dan Cooperstock

Dan Cooperstock

  • 80 Points 75 badge 2x thumb
No, I seriously don't understand. Even if there was some significant cost to you to doing text to landline, surely the cost to send text replies saying that that service was no longer offered, when someone tries to do it in the future, would be extremely minimal, and would be seen as at least responsible service. As it is, it feels like you just don't care whether we know something is working or not!
Photo of Bernard

Bernard, Official Rep

  • 75,642 Points 50k badge 2x thumb
Unfortunately the cost is the same to send an error message Dan. Reason for this is that the system has to recognize which is a landline number which isn't. Given that there are only a handful of customers using this service we couldn't sustain supporting this anymore. I hope this helps to provide greater context. 
Photo of Mayumi

Mayumi, Mobile Master

  • 112,838 Points 100k badge 2x thumb
I just checked my January bill.
I always check my bill even if it's same amount every month. I need/want to know the usage and overage of each line(I have 4 lines)
And ,yes, there is a mention of "Text to Landline Service" on the bottom of the page among of other notes - Enhanced 911 Service, Wireless Code of Conduct...etc - that something I don't read every time because it's usually same every month.

If there is an important change like this, can you put it on top of the page next time or from now on?

I see some side note on the 1st and  2nd page like 'Traveling to the US soon?", "Need to make change to your account" .  So I think you should be able to add the important news/change there?
Photo of Nabil

Nabil, Employee

  • 6,640 Points 5k badge 2x thumb
Thanks for your feedback Mayumi.

We'll definitely pass this on to the appropriate department.

Thanks!

This conversation is no longer open for comments or replies.