Customer service gets a zero out of 10

Is your phone showing no service at all, or does it still get calls/texts and just not LTE data? Which phone are you using, and is it a Canadian model?

This is a customer forum so most of us can't see your account, but the technical side is usually something we can help with. I would recommend first checking in Self Serve that your bill is paid and there's no suspension on the account. Then turn the phone off, remove and reinsert the SIM, and reset network settings https://www.koodomobile.com/en/help/im-not-getting-any-network-service

If you still need a rep, the callback from Koodo Assist can be scheduled to any Canadian number you have access to, it doesn't have to be your own line.

Hi Dinh I appreciate your attempt to assist. 

I do get texts and not LTE data. i have the galaxy S25 i believe it is the Canadian model (upgraded via Koodo). (no access to email or other apps such as Waze / Google maps (indicate they are in offline mode))
 

I have checked self serve via PC, My account is on automatic billing and it is in good standing.
I cannot access Koodo Assist as previously stated it has been providing me with the message  “Oops, this service is temporarily unavailable” on chrome, edge, and firefox all day so far so I cannot request a callback as the only method of requesting assistance is non-functional. 
Seems like a major oversight to have Koodo Assist as a single point of failure. 

I did use the self serve option on the website to pay off my tab so that I can cancel my service more quickly once I set up with an alternate service provider that has better access to customer service and technical support. 

 

I hate to be that person but I do see Koodo assist working for me on multiple devices. Do you run a VPN by any chance? Koodo Assist sometimes doesnt play well if one is detected. Has this been over a period of days it hasn't been working?

If it continues to not work, we can probably flag a rep to give assistance on the matter with your data not working.

Did you try any yroubleshooting steps on the phone itself as suggested by Dinh? Typically the fastest way to isolate to if it's the phone or the service is to swap Sim cards with another phone. It can be with anyone or you can go to any Koodo kiosk to have a test phone swap to see if the problem follows.

Keep in mind that there js a zeparate tab subsidy portion that only gets decreased over the course of 24 months and any prorated amount outstanding should you port out or cancel the line becomes due on the final bill. Paying off the tab amount does not pay this off. 

Hey Goran, thanks for your input, it is appreciated.  

I’m glad that Assist is working for you, I tried on two computers (home and work) I don’t use a VPN on my home PC but my work may have one. 
The issue has only been present today. 

I did try the trouble shooting tips listed on the help guide and recommended by Dinh.  (not the swapping the sim card as I have an E-SIM) no success on this front. 

thanks for the info on the separate tab billing, I don’t think that applies to my situation but will dig into the details some more as you advise. 

Regarding Koodo Assist try clearing your browser’s cache and see if that fixes things (bit of a reach here, but worth a try).

Regarding your phone, if texts (SMS) is working, then talk and data should work.

I  suggest going into your settings and resetting your network settings to see if this fixes things.  Note any Bluetooth or wifi connections saved will be lost.

Did this phone work previously, or did you just upgrade, or are you a new customer?

Hopefully it's just a glitch for you for today. I know that individual issues can still pop up even if there isn't a system -wide outage.

Esims are both more and less convenient. It's a bit easier now to swap out Esims with Koodo finally but it is still an option in self-serve now to do an esim transfer.