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Question

issues with incoming calls

  • 15 October 2021
  • 13 replies
  • 122 views

Is anyone else having issues with not receiving incoming calls? Incoming calls go directly to voicemail


13 replies

Userlevel 7
Badge +4

Are you on DnD? Do you have coverage? What number go straight to VM? 

What is Dnd? I am a monthly user and all numbers. I can't even receive calls from Koodoo to address this issue

We are having the same problem - specifically with calls back from Koodo to address another billing error. First we gave my husband’s cell number - they called 3 times and it went straight to voice mail. Next day we tried again and gave my cell number - they called 3 times and all went straight to voice mail. On both our phones it says “cancelled call” beside the Koodo number. We tried 2 more days in a row - this time giving our home phone number (the number we have with Koodo) - they didn’t call at all! So fed up with this company - probably just gong to cancel our service. 

Have you tried resetting the network settings. Mine is working again

I am also having the issue of calls automatically going to voicemail.
I can make outgoing calls and i noticed that when i do the signal indicator changes from LTE to H or H+ which means its switching over from 4G to 3G to make the call.
When someone calls me it just goes straight to voicemail and my phone is on LTE

I booted my phone in safe mode and found that when someone called me it switched to H or H+ and i could take the call but back in regular mode it just stayed on LTE again

I don’t know if there is something up with Koodo’s network but its worth testing this yourself with your phone in safe mode to see if you experience the same thing i did

 

UPDATE:
Further testing has pinpointed the issue. Its the LTE network

swipe down on your phone then press and hold the mobile data icon
set your preferred network type to 3G instead of LTE and calls will start coming through

Whatever Koodo done, they broke the 4G network

Now if only they had an actual tech support team to inform.

 

Userlevel 7
Badge +4

I am also having the issue of calls automatically going to voicemail.
I can make outgoing calls and i noticed that when i do the signal indicator changes from LTE to H or H+ which means its switching over from 4G to 3G to make the call.
When someone calls me it just goes straight to voicemail and my phone is on LTE

I booted my phone in safe mode and found that when someone called me it switched to H or H+ and i could take the call but back in regular mode it just stayed on LTE again

I don’t know if there is something up with Koodo’s network but its worth testing this yourself with your phone in safe mode to see if you experience the same thing i did

 

UPDATE:
Further testing has pinpointed the issue. Its the LTE network

swipe down on your phone then press and hold the mobile data icon
set your preferred network type to 3G instead of LTE and calls will start coming through

Whatever Koodo done, they broke the 4G network

Now if only they had an actual tech support team to inform.

 

Does data work when on LTE? 

Yes. Data does work on LTE. It seems that only the VoLTE is affected

Worth noting that i am using a Pixel 2. Not sure if this issue it limited to select phone types

Userlevel 7
Badge +4

The pixel 2 may not be supported 

https://www.koodomobile.com/help/volte

Seems very odd that a phone i’ve had since 2018 has been working fine then VoLTE suddenly stops working and i’m forced to set my preferred data to 3G just so i can take a phone call 

Userlevel 7
Badge +4

Seems very odd that a phone i’ve had since 2018 has been working fine then VoLTE suddenly stops working and i’m forced to set my preferred data to 3G just so i can take a phone call 

Are you sure VoLTE has been working on your phone all along? According to the site, the Google Pixel 2 is not one of the supported devices. https://www.telus.com/en/bc/support/article/how-to-use-volte

100%

I’ve had this phone for over 3 years. I’m an Internet Network Specialist so i rely on my phone data a lot for troubleshooting out in the field and i’ve always used LTE data.

If my phone was not supported then i would have seen this issue of not being able to accept incoming calls over VoLTE years ago.

And my phone is on that list

 

 

Userlevel 7
Badge +4

100%

I’ve had this phone for over 3 years. I’m an Internet Network Specialist so i rely on my phone data a lot for troubleshooting out in the field and i’ve always used LTE data.

If my phone was not supported then i would have seen this issue of not being able to accept incoming calls over VoLTE years ago.

And my phone is on that list

 

 

Is it the page from Telus? Koodo doesn’t have the same compatibility list though.

Koodo page about VoLTE here https://www.koodomobile.com/en/help/volte The Pixel 2 wasn’t included.

Fair point but given that Koodo doesn’t have its own network and just uses the Telus network then the list from Koodo is just an arbitrary list. They could literally change that list to have a single phone on there and it wouldn’t mean anything its just a document.

We have no idea when that list was created or edited for that matter. 

According to the Telus list its supported. According to Koodo its not but the phone has worked fine for 3+ years on VoLTE until now.

If a change was made that no longer supports the phone then isn’t it the responsibility of Koodo to announce that change so that all of their customers are aware and not left to figure the work around out by themselves?

The fact that Koodo has no customer support or tech support to call for an official answer to this makes the decision to move to another carrier an easy one.

I’m not really interested in keeping up with the latest and greatest phones. I find one that works and i stick with it. The Pixel 2 has been a decent phone but its battery is starting to lose its charge so i was going to upgrade to a Pixel 6 anyways. This VoLTE issue has just pushed me in the direction of a different carrier.

Thank you for the community support. Hopefully if other Koodo customers are suffering the same VoLTE problem i have, they will find this post and at least have a work around.

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