Phone issues

Your plan changed in April but the trouble only started in July, so I doubt the plan itself is what's causing it. Still worth logging into Self Serve to confirm you're not running out of data mid cycle on the smaller plan.

Is this happening on both of your lines, or only the one with the S24 Ultra? As well, is it everywhere or only in certain spots, indoor or outdoor, and do others around you on Koodo or Telus have the same problem in the same places?

If it's only the one line, put that SIM in another phone. If the problem follows the SIM it points to the SIM or the account, if it stays with the S24 it's the device or the coverage where you are. More tips here https://www.koodomobile.com/en/help/i-cant-connect-internet

I use Sansung S24 ultra & S23 ultra and getting issue in both phones. My data is 80 GB each line & i'm getting issue in my residence area even inside house as well as on street too. So basically some times its so annoying that I feel to break my phone. The only things which I see on my screen. Is No Service, Emergency calls only, no registered on network, no network available etc etc. Koodo done trouble shooting multiple time, reset settings, changed new physical sim card, restart phone multiple times every day but nothing worked out. I'm thinking to port my number 

From your description, it appears your phone didn't have signal at the location.  Did you try to update the phone to latest firmware? 

As well I assume this happened indoor most of the time? Have you tried to enable Wi-Fi calling on the phone? 

Did you try inserting your SIM card into another device? Have you asked your neighbours and friends that are using Telus or Bell in your local area to see if they are experiencing the same issue?

I didn't try my two sim into any other phone as I don't have any extra phone and I dunno who else has comtract with koodo. But my issue still hasn't been fixed and I dunno wot to do as I tried everything. Even today I set up a call with koodo customer care. 

Do other people you know have issues where you are? It can be with Telus or with anyone else too just to see if it’s a general issue for all carriers or if it’s just Telus umbrella customers.  Is this just antwhere you go no matter what? 

My sister has Roger's plan and she having issue too but not that worse as I do. 

Sounds like a more common problem. Is this at your house only? Neighbourhood? Anywhere you go? 

Once i enter in my residence area or street or intersection it starts but at home its worse. I'm call with koodo even now 

Did this happen immediately after the plan change?  Or has this been an issue for a while?

Have you enabled wifi calling?

https://www.koodomobile.com/en/help/wifi-calling?srsltid=AU7gw4UIXKqivCVhJ53kGav-93qsaqyKUGgY8mSkin3JCQd9umdYBKu-

It started after 2 - 3 months once i changed plan and I have tried everything trouble shooting, restart device, turn wi fi calling on , switch from 5 G - LTE & many more. Even network department team spoke to me and couldn't fix it and they have no plan to send anybody to check out tower & thing in my area. I'm still on call & now speaking to loyality department and they offering me few deals to switch from koodo to telus as I told them i'm porting two lines to roger, fido or bell 

Assuming of course switching to Telus changes anything. Koodo is owned by Telus and uses the same network. I can’t imagine why the issues started when they did would not affect Telus customers. If that’s the case, it would seem like something very specific to Koodo’s backend that might be separate from Telus. If it does work out for you as a fix, at least that’ll be good.

I'm still on call since last 1 hour & 30 mintues and I decided to switch to TELUS as they offered my better deal than koodo I.e. First bill credit, 27 countries to call, 175 GB data and many more. Only thing I need to wait for a week by the time they send me sim cards by mail then rest of the things will done. The guy from loyalty department who's on call is super nice & helpful. He's opening my TELUS account & gonna issue sim cards for me. Finger crossed as ge gave me assurance the issue will fix 110  % . Can't wait to get RID OFF from koodo now. Finally I feel relaxed. 

Well, I hope it solves the issue that you have. It does sound like a good deal at least. 

Yeah it's best deal ever as I was paying 56.50  including tax to koodo for two sim cards line  and Telus gonna charge me same amount but giving each line  175 GB data, 27 countries call, USA roaming free, no activation fees, first month no bill, 5 G + service, 70 CAD credit on koodo, no credit check & many more haha. I'll get my two sim card's by 30th September and i'm good to go as same guy will call me to port & help to set up Telus account. Finally time to say bye bye to koodo after more than  7 years. 

I think you really should have had a friend or family member who has Telus/Koodo come over to see if the issue is the same with them.

If it is not, then try your sim in their phone.  This would all narrow down if it is a Tower coverage issue, phone issue or Koodo account/sim issue.

If you switch to Telus (assuming on the same phone) and it doesnt fix things, then you have narrowed it down to a Network tower coverage issue or a phone device issue.

I have two lines with koodo & both of them having same issue and we tried putting sim in another phone but nothing changed. I get this problem only when i'm in my residence area. My brother has TELUS contract and it works perfectly fine all the time. The rep who was on call explained in detail , moreover koodo network team refused to check tower & other stuff in person. I have their feedback in my email of conversation result as on 4th September 2026 and i'll post that here too. I decided to go to Telus after giving multiple chance to koodo to fix this issue. I'm just waiting for sim cards to arrive now and I hope everything will be fine. 

Issue:

-degredation of services - happening since 1 month ago getting worse 1 week ago

Analysis:

-Cx mainly connects to W2454 (1.5 KM & within sector & LTE/5G capable) & xxx (17 KM & within sector & LTE/5G capable). No perf issues with Partner site stats & no reported Partner outages either in this area.

-Location also falls within an historical in-fading coverage area (LTE pink / 5G yellow) - Additional signal losses may be seen in-building.

-signal strength in the area is fair at -103.5 dBm - Additional signal losses may be seen in-building.

Action Taken:

-Adv cx TELUS has no immediate plans to optimize/improve this area, so the only solution at this time would be to use VoWiFi.

-Closing ticket for tracking purposes & future network improvements.

**Resolution code**

-cx said that having issues with the network - cx said started with a data issue would not work restarted the phone many times and more than a week with the incoming/outgoing calls and got a new sim card - has tried LTE in the settings along with the wifi calling - device Samsung S23 ultra recommended to change to LTE in the settings - went over with the cx the coverage - degraded coverage LTE pink / 5G yellow showing on the map - what it means and how it impacts services - went over things that can interfere with the signal such as building materials, distance from the tower, how many users on the tower, geography in the area between cx and tower - went over wifi calling and how to turn that on and will change to LTE in the settings and then power cycle - went over the long distance packs on each line - cx asking for compensation went over terms of service and we do not guarantee services

-No new site planned. Closing ticket for tracking purposes & future network improvements.

best regards

TELUS TS

This sounds about right, unfortunately. It's why we mention that switching to Telus may not fix it. You mentioned your sister with Rogers has similar, but less bad issues. That would be a good person to swap Sim cards with to see if the problem follows or not for both of you. 

Its absolutely a great deal you got, but you indeed might have to rely on VoWIFI to get around the bad signal if Telus service ends up with the same signal issues you're having with Koodo. 

My sister get reception issue in back days temporarily but it has been fixed now. In my case i have no choice except port my numbers so I thought let's try with Telus instead of going other network who gives expensive plan & credit check, activation fees etc etc. So let's try & i hope it'll fixed. Koodo use TELUS tower so it might solved for me as i'll be direct connected to Telus. My brother has TELUS BUSINESS ACCOUNT and it works perfectly fine in same residence area. 

Does your brother’s line work well in your home at the same time when you have bad service?  What happens when you try your sim in his phone and his sim in your phone?

My brother sim get proper reception all the time as he has Telus line and mine doesn't work even if I try to put my sim in different phone. 

When it comes to cell towers, there is a priority with whom gets service depending on the tower and which service you have. For example, if your closest tower is a Telus tower, then the priority is commonly Telus customers, then Koodo customers, then Bell and Rogers, and then the other smaller telecom companies.  This is because the companies rent space on the cell towers to have their own equipment.

The customers who have their premium, more expensive brand (for example Telus over Koodo) will get priority signal over the other, so the experience may not always be the same just because it is owned by the same company. If signal is limited in the area, then priority will go to the customers with the premium brands. The company that owns the tower will of course give signal priority to their own customers first.

This is how the larger brands sell that they have “better connectivity” than the flanker brands. Where they’re given higher priority with the cell towers, they tend to have better signal. They also are able to have higher data speeds because of this, but that is beside the point in this case. This is probably why the reps suggest switching to Telus from Koodo. Though Koodo is owned by Telus, it’s priority on the cellular network is lower than the main Telus brand, so Telus customers should have better signal connectivity. It is possible that if there has been an increase in people moving to the area over time but there have been no infrastructure upgrades, then over time the signal will also get worse as it can only handle so many users.

You mentioned that your brother is with Telus and has good signal within that area, are you able to try his sim card within your device to see how it goes? It would be better to test this first before switching altogether. For the most part though, the rep would be correct in that you should get better signal with Telus. Though based on your previous responses, it seems they can do with infrastructure upgrades in the area so that customers can have better connectivity.

That's the exact thing i was told by TELUS REP & ot makes sense too. If I stay with koodo then i'm just wasting my money by paying to them. At least with TELUS i'm getting better deal plus perfect signal as the rep checked out everything with my postal code. In case if unfortunately TELUS doesn't work for ne then i've other options too I.e. Rogers, Bell, Freedom etc. But I've already ordered TELUS SIMS & made my mind to port from Koodo to Telus maximum by 1st October once i get sim in hand. 

It is a good sign that the Telus line of your family has no signal issues. I like to think they don’t so aggressively prioritize the main brand over Koodo/Public but I guess it is in this case.