WFZ21 Box not working when I got home!!!

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  • Updated 6 months ago
I am a new Koodo client.  Just purchased a cell phone and switched my land line over to their  WFZ21 box.  I was told that the service to my land line would not cut off until I had my box installed and running.  Not so!  I hooked my box up and it is not working.  I phoned technical support (which I have had the worst time trying to find the number for on-line) and the guy said he would ship a new box out to me in 2-3 days.  I told him that I needed my landline as I did not want to incur long distance charges on my cell  phone and that I lived in a rural area so any number I call will be long distance on my cell.  I asked him to therefore reverse any long distance charges on my cell until my box was hooked up and working.  He said he could not do that.   He then told me that he would then have my box shipped to me within 24 hours.  It is now 3 days later and still no box.  I am currently sitting on the technical support line now for 15 minutes on my cell phone incurring charges probably.  NOT HAPPY!!!!  I would appreciate this resolved today!!!  I have people trying to get a hold of me and have emailed me frustrated that they can not call my house.  This is not a great start for Koodo service!!! 
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Jennifer Lundy

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  • Ticked!!!!!

Posted 6 months ago

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David, Mobile Master

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All current Koodo cellphone plans have Canada-wide calling, so though you will consume minutes, there is no long distance charges.

If you live in a rural area, delivery would be delayed no matter how quickly the process starts, so the device should arrive soon.
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Jennifer Lundy

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Thank you David for responding, but my cell plan is 500 minutes for long distance with free minutes in the evenings and weekends.  I need my home line to be working during the day right now and I am missing some important business calls.  Thus the importancy of having my home line working.  It has been 3 days and I have missed important calls because of your device!!!  3 days I have waited and still no box.  Sat on the line with your company now twice. Telling me the device should arrive soon is not acceptable.   Why can you not trace where the package is???  This is very poor customer service.....sorry!!!

I am about to pull my service with you guys.  Its too bad too if I have to resort to this.  I have friends very interested in also switching their phone over to the WF721 box but now I will not be recommending this and koodo's service to anyone with the lack of help you provide.
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David, Mobile Master

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Since **I** don't work for Koodo, I'm not able to either access your account, nor take any actions to change things for you. This forum is supported by customers, with occasional input from Koodo employees. We do our best to offer information from our past experiences.

Please remember that when you point your finger at someone, there are three fingers pointing back at you.
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Jennifer Lundy

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I'm sorry....so you do work for Koodo?  or you're an employee trying to help???  I am not pointing fingers at anyone.....I am just wanting my phone line fixed and I am frustrated!!!  I have called Koodo today several times only to be told to call back because phone lines are busy.   I have been without a phone line for 3 days now and business people and family calling are frustrated.  I need to make long distance calls myself and am now having to use up my minutes on my cell because Koodo's box is not working.  Put yourself into my shoes and maybe you will understand my frustration.  I am just.....simply put....wanting my service rectified!!!  If you know how I can do this I am willing to take any advice offered.
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David, Mobile Master

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No, I do not work for Koodo.

And while I can understand you are frustrated, I have also managed mission-critical telephone changes, so have been in your shoes a number of times.