Cannot connect to mobile network

Hi there,

Does this persist when you go to other places or is it just in one area that this happens? Are you able to take the sim card out, put it in another device, and see if the issue follows?

According to the Telus page, there seems to be an outage in certain parts of Vancouver Island, which may be the reason why you are getting an unstable connection. It is currently under investigation.

I cannot get any service in all of the Lake Cowichan area. It works in Duncan and Nanaimo, but not the place where I live. I do not have another device or access to another phone.

I've seen the maps. Those outages are not near me.

Hmm if the area that you describe is in the images below, then I would not be surprised if the poor signal is because of the limited towers in your area. If more people have been showing up there recently, the bandwidth would become more and more limited.

The green represent Telus towers that koodo would work off of. There is Many more available towers in Duncan for example which would explain the better connectivity. Do you know if others with koodo have the same problem?

Ok I get that, but why now after 5+ years of me having signal, Its not working anymore? I would understand if there was a surplus of people coming into town, which happens during the summer, but its winter. Even during the summer when the town is booming with people, I've never had zero service before. I pay my bills so I can have access to a phone. What am I paying for if for the past 5 days I havent been able to be contacted or contact others via my cell phone. What happens if my new job decides they dont want me anymore because my phone cannot be contacted.

Hmm if the area that you describe is in the images below, then I would not be surprised if the poor signal is because of the limited towers in your area. If more people have been showing up there recently, the bandwidth would become more and more limited.

The green represent Telus towers that koodo would work off of. There is Many more available towers in Duncan for example which would explain the better connectivity. Do you know if others with koodo have the same problem?

 

Ok I get that, but why now after 5+ years of me having signal, Its not working anymore? I would understand if there was a surplus of people coming into town, which happens during the summer, but its winter. Even during the summer when the town is booming with people, I've never had zero service before. I pay my bills so I can have access to a phone. What am I paying for if for the past 5 days I havent been able to be contacted or contact others via my cell phone. What happens if my new job decides they dont want me anymore because my phone cannot be contacted.

Hmm if the area that you describe is in the images below, then I would not be surprised if the poor signal is because of the limited towers in your area. If more people have been showing up there recently, the bandwidth would become more and more limited.

The green represent Telus towers that koodo would work off of. There is Many more available towers in Duncan for example which would explain the better connectivity. Do you know if others with koodo have the same problem?

 

Ok I get that, but why now after 5+ years of me having signal, Its not working anymore? I would understand if there was a surplus of people coming into town, which happens during the summer, but its winter. Even during the summer when the town is booming with people, I've never had zero service before. I pay my bills so I can have access to a phone. What am I paying for if for the past 5 days I havent been able to be contacted or contact others via my cell phone. What happens if my new job decides they dont want me anymore because my phone cannot be contacted.

Ive confirmed with other Koodo users in town that I am the only one experiencing this.

I hear your frustration. Just to confirm, are you a prepaid or postpaid customer? Is everything active normally in your selfserve?

As well, which phone are you using? Is it from Koodo from other sources?

I am a monthly paying customer (my bills get taken directly from my bank account), all my bills are paid and everything is active. My device is a Samsung s22 Ultra, which I bought on the koodo website 2 years ago via my koodo account.

That is strange, do you have access to another phone? Can you put the SIM into it and test to see if the issue follows?

If the signal in the area is good, the issue could either from the SIM or the phone itself, I would recommend you test them separately. If the issue from the SIM, you can try to replace it or ask Koodo to reset it from their end

Ive just wasted my money on ordering a new phone and sim card. Fml. 

I do not have another phone. This is so stupid. All day just to come to the conclusion that its either the phone or the Sim.

You could visit a Koodo store or ask your friend to put your SIM card into their phones. Regarding the order, you can always cancel if you found it unnecessary. 

I will flag a rep as well to see if we have more information. 

Hi ​@Alexandra Werk 

Our apologies for the late reply here!

We are sorry to hear about this experience! We have limited access here on the community when it comes to technical related inquiries.

Are you still having the issues with the network coverage?

Just to double check, are you able to use the services at your place if you enable wifi calling?

Still have no phone signal. Cannot enable wifi calling, I've tried already, its like that setting doesn't exist on my phone. Ordered a new phone, but apparently its out of stock, even though it already showed up on my bill. Ordered a SIM card, was supposed to be in yesterday, didn't come. 

​@Alexandra Werk 

We have just sent you a PM so we can confirm somemore details, please check your community inbox when you get the chance.