calls not connecting going in or out voicemails delays

Hi, are you a postpaid or prepaid customer? 

Also, How many bar of signal did you have when you picked up the calls? I wonder if you happened residing in an area where they removed 3G towers and the phone didn't have good LTE/5G signal.

I pay monthly. I have 2 bars at the back of my house but 3 bars near the front and 4 bars if i go outside. However, calls will also drop if I am moving aeound the city. Husband and daughter also with koodo and not having this issue. Even with 3 bars it still drops.

Could you reset network settings of the phone to see if that can help?

You could also try to switch SIM from your phone to another phone to test out if the issue was from the sim or the phone. I assume you just got the phone recently?

Thank you for replying. I have had this phone for about 9 months and the issues have only been happening for 3 weeks. I have reset the network, restarted the phone, have the sim changed, and toggled airplane mode on and off. Family member in the house also with Koodo have not had this issue.

When you mentioned “have the sim changed” did you switch to a new sim or did you test the SIM card in another device? I asked because I would want to know if the issue was from the phone or sim. 

Please test your sim in a family member’s phone and their sim in yours to see if the issue follows the sim or the phone

My son and are both with Koodo, bought phones a few months ago and calls are dropping like flies, says calls failed all the time with many bars, plus I’ve spoken to someone from Koodo in a callback and he helped but just for a day. I reset both our phones and toggled airplane mode on and off plus I switched out SIM cards, all this only lasts a little while. They’re all bell towers around here, we have to use my brother’s phone to call out, as nobody hears us on the other end unless we do. I love Koodo, but we need service, this has been going on for a month, may have to switch providers if it’s not working but we still pay $140 every month, I don’t want to though, please help!

Hi ​@Lainee 

We are sorry to hear you are having issues with the network! We have been unable to identify your account based on your community profile.

We recommend scheduling a call back with the virtual assist, so a rep from the technical support can further investigate. If a network issue is identified, they should be able to log a ticket.

In response to Dinh, a koodo booth put in a brand new sim and it did not help anything. Will putting the new sim in another phone prove anything different? Except maybe that the brand new sim card is also faulty? I feel like I am doing a lot of leg work for a paying customer with half my services not working.

I am curious if the previous poster's problem is sudden as well? I have been with koodo since the summer with no issues and suddenly the past 3 weeks are a disaster.

Signal reception actually is quite hard to pinpoint since Koodo can’t send a rep to your area and test. There are many possible explanations. You can check the tower in your area to see if there is another nearby: https://www.ertyu.org/steven_nikkel/cancellsites.html?

Normally the standard practice is to update the firmware to the latest one and reset network settings to make sure the number is provisioned properly. If the issue happened around the home when you have reliable wifi, you can also enable wifi calling to see if that can help. Since you mentioned it only happened to you, the issue could also be from the firmware/hardware of the phone as well. Do you happen to have a thick case on the phone as of now?

Are you able to ask friends and family that have koodo that too, to check their reception? Especially in the same place as you to compare side by side. 

I have 2 family members with koodo (one is on the exact same plan) and they are not having issues. I visited a Telus store to see if they had more help to offer and the phone also will not accept an esim. For me the next step is contacting samsung, which I feel like any of the several agents and chatbots from koodo should or could have suggested in the past 3 weeks. The Telus agent informed me my phone was still under warranty from samsung so I am trying that now.

Have you tried inserting your SIM card in another device? What about putting the SIM card from your family member into your phone? Do you see a difference in signal strength? If so, that would be an issue with your SIM card.

Maybe someone has a solve for this. Another SIM card will work in my device, my SIM card will work in other devices. I don’t understand that and so far neither does Koodo. Or Samsung. Thank you to all those offering advice.

That means it is not an issue with your SIM card and there is likely a hardware problem with your phone. You should follow up with Samsung directly and get it fixed at an authorized repair centre.

No….this is a tough one. If in the same location, it doesn’t work in your phone, but swapping sims makes both sims work and the problem disappears rather than moves or stays, then I’m at a loss as to what it could be. 

I am having the same issue with A16. Samsung was no help. After the update,  calls continue to get disconnected.  Did all resets of mobile network, and wifi. I also did a factory reset, and nothing. 

If it is still under warranty, you can contact Samsung directly and ask them to check, it might be issue with the hardware itself.

My phone is at samsung undergoing a factory reset today. Only because I had to make time to go there. The next step is to replace the motherboard. So far both Samsung and Koodo have offered 0 solutions, they just go in circles asking me the same questions (network reset, Sim swap, wifi calling) but neither company has offered a solution or seems to give a crap. Maybe people with the same phone and problem should all contact Samsung and publicize the issue so we can all say “look it isn’t just me. Something is wrong with your stupid tech”.

i am also confused by the sim swap. I’m not a technician, but it seems totally illogical and more of a Samsung problem than a Koodo problem. Maybe….

The first level tech support focuses on the same things of resets because that does fix such issues half the time, and people often don’t try it before sending it in. The annoying part is when they keep saying to do it over and over again once it’s already been tried. At least with Samsung now they’re willing to do hardware repairs after the next factory reset they’re going to try. 

The point of swapping sim cards is to check if the problem is network side, or hardware side. If the sim card goes in another phone, and it doesn’t work, but then the 2nd sim card goes into the first phone and it does work, then the problem followed the sim card. It is a network issue. If you change the sim cards, and a different one isnt’ working in your phone, it’s a phone/hardware issue. 

After a factory reset still nothing. Samsung store is trying to blame Koodo and Koodo is doing nothing at all to fix the issue. I would like to underline that my sim works in other phones, and other sims work in my phone. For some reason my sim does not work in my phone. Maybe the employees are setting it up wrong? Although that would not explain the initial call drops.

You could try to change the SIM card again. As well, which plan you are on as of now, have you checked if you had provision for VoLTE?

I am not sure. Is voLTE the same as LTE? I tried switching to LTE hoping that would work but it does not.

Callskeepdropping, I am totally behind you on this, I have been on with Samsung tech support  last night and twice today. They kept giving me the same suggestions around resetting network settings, wifi, bluetooth, disable wifi calling, delete cache, and so on.  I even  went as far as to did my own factory reset, and still the same issue.   They suggested I bring it to a repair center, and I have an appointment tomorrow. I personally think this will be a waste of time.    I have put my sim in two different phones today, and had zero dropped calls. It is not a network issue at all.   Btw,  I have noticed no dropped calls when using WhatsApp to make calls. 

I am currently using my HMD (Nokia) to make cellular calls, and even had my old blackberry. Zero dropped calls. 

I know for fact that Samsung will not acknowledge an issue, and will play the blame game.  I will keep you posted. This is so ridiculous. I had a few Samsung's, and never had issues like this before.  It would be nice for a company to actually stand behind their product.  

Are you able to show samsung that the Koodo can work in other devices to show them it is not a sim issue?