How to phrase my internet question so agent helps me?

Question

I've been an internet customer for a month. We randomly got disconnected Monday.

I have been on and off the phone for two days with tech support and they finally admitted that we got disconnected - and we weren't supposed to be. Our previous ISP and Koodo share the same lines so I suspect the switch triggered a cancel order from the owner of the lines.

How do I figure out how to get this fixed? I'm so close to just canceling, I need this to do my job.

I can't get an ETA from the agent and just need to know when I can get my service back. I don't even know if it's confirmed that they can fix it. Callback won't work. Is there a number I can call?

Robert T · Answer

When talking to the agent, keep it clear and direct:

"Hi, my internet was disconnected unexpectedly on Monday, and I’ve been told it wasn’t supposed to happen. I need to know if it can be fixed, when service will be restored, and if there’s a way to get an ETA. Can you confirm what’s causing the issue and if there’s a timeline for resolution?"

If they don’t give you a clear answer, ask:

"Is there a direct number I can call for urgent internet issues, or is there a way to escalate this since I rely on it for work?"

For further reading, Koodo’s troubleshooting page covers common issues and steps: https://www.koodomobile.com/en/help/troubleshootkoodointernetapp

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