Worst Customer Service!

  • 2
  • Question
  • Updated 1 month ago
  • Answered
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

My data has been locked out of both of my phones but my self service shows that I have lots of data left. Tried repeatedly to call customer service but spent hours on hold instead. Btw, if you reach two hours on hold the system disconnects you. By far the worst customer service I've ever had! Seven attempts to reach a real person! It's almost enough to make me change providers. My company has our work phones through koodo as well. Might recommend they change that too.
Photo of HAYLEY MOEN

HAYLEY MOEN

  • 150 Points 100 badge 2x thumb
  • angry

Posted 1 year ago

  • 2
Photo of Robert

Robert, Mobile Master

  • 107,698 Points 100k badge 2x thumb
Hello Hayley,

Why are you so mad? Have you tried contacting Koodo via FB messenger @ www.m.me/Koodo ? You wouldn't have waited so long. Also, could we have a screenshot of your data counter? I see nor eason why Koodo would block data when you didn't reach the limit?
Photo of Mayalon08 .

Mayalon08 .

  • 90 Points 75 badge 2x thumb
hi Robert, many people DO NOT WISH to connect with a service provider over fb; the company should provide ACCESSIBLE service to customers ; at least via email. hoping you will share this with management! take care, another unhappy customer
Photo of Bernard

Bernard, Official Rep

  • 81,138 Points 50k badge 2x thumb
@Mayalon08, while this is a year old post I appreciate your feedback. We do provide email support however people rarely use that nowadays. It seems the times are changing. Most of our customers get an instant answer from our virtual assistant and if not they can schedule a callback at a convenient time for them. This saves waiting on hold for rep on the phone. Looking at your account is there anything you need help with that you would share here on this public forum and see if others have some advice? 
Photo of HAYLEY MOEN

HAYLEY MOEN

  • 150 Points 100 badge 2x thumb
I have no access to facebook, facebook messenger or anything else that requires data unless I'm near a wifi signal (like now). . Ive always had great service from Koodo until now. I've never not been able to contact a real person.
(Edited)
Photo of Bernard

Bernard, Official Rep

  • 81,138 Points 50k badge 2x thumb
Hayley, nowadays just about everyone is online hence our focus tool like the Community or Facebook or many other tools we have. 

Looking at your account you have 2 lines both on shock-free-data plans. Those plans do pause data once you reach 100% but upon you agreeing to buy additional data you can instantly re-enable it. 

The line ending 10 has reached it data bucket and successfully purchased additional data. I assume your line, ending 96, just like you showed has not used up its data, so there is no stoppage. Could there be another reason why data may not be working? A setting on your phone?   
Photo of HAYLEY MOEN

HAYLEY MOEN

  • 150 Points 100 badge 2x thumb
In no way has the phone ending in 10 received any notifications of data usage or agreed to purchase more data. The phone its self is showing data usage at under 3 MG but the self serve is showing different.
Photo of David

David, Mobile Master

  • 93,960 Points 50k badge 2x thumb
Are your usage dates aligned? If the date window on the phone is different from your account begin and end dates, the tally will not agree. Though the phone may reset monthly, it has no way to know what your monthly begin and end dates are.
Photo of Robert

Robert, Mobile Master

  • 107,698 Points 100k badge 2x thumb
Maybe the data usage on your phone has been set up to block all data once a certain amount is reached? I know Android devices have that settings.
Photo of Dennis

Dennis, Mobile Master

  • 196,910 Points 100k badge 2x thumb
Hayley you can find this under Settings > Data Usage.

Does everything look ok in this settings page?
Photo of HAYLEY MOEN

HAYLEY MOEN

  • 150 Points 100 badge 2x thumb
But why is the phone that hasn't reached 100% data unable to access any sort of online apps? I rely on my phone for work purposes and have no problem purchasing additional data if needed but this has never happened before
Photo of David

David, Mobile Master

  • 93,788 Points 50k badge 2x thumb
Has data been turned off on the phone somehow?
Have you restarted the phone?
Removed and replaced the SIM?
Photo of HAYLEY MOEN

HAYLEY MOEN

  • 150 Points 100 badge 2x thumb
Phone 2 was defective and replaced with a warranty replace. Broken phone was sent back. Sim card was put into new phone they sent.
Photo of Cory

Cory

  • 10,502 Points 10k badge 2x thumb
What phone do you have, for starters? It sounds like what's stated above, the data monitoring on your phone resets on a different day than your actual cycle date (the 9th) .
Photo of HAYLEY MOEN

HAYLEY MOEN

  • 150 Points 100 badge 2x thumb
Samsung galaxy s5 neo

This conversation is no longer open for comments or replies.