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Really ~great~ koodo :(


So, now my daughter has a koodo phone that can call out, but not call in via any number - old, which is what was supposed to be transferred, or new - and no one at koodo seems to care. Nice work, koodo. Guess I'm done recommending you. Any thoughts on how to get this fixed would be welcome.

18 replies

Userlevel 6
What do you mean no one cares? You say you called and they couldn't fix the issue? Did your daughter change phones and phone numbers?
Userlevel 7
Badge +4
Or did your daughter port her number in? Maybe transfer is not completed yet?
koodo "help" guy told her nothing he could do ... said old number gone (not) - when she calls out, it goes from that number, and Rogers says the number went to koodo as she requested. They just haven't made it so that she can actually get calls on it. nothing we can do and leaving her with NO WORKING PHONE is not acceptable response. she has old # for outgoing, and a new # koodo tried to give her that a/ she doesn't want and b/ DOESN'T WORK.
Userlevel 7
Badge +4
Lauralee Proudfoot wrote:

koodo "help" guy told her nothing he could do ... said old number gone (not) - when she calls out...

Mayumi said it Lauralee, your daughter ported in her number. IT TAKES A WHILE... not Koodo's fault, nor Rogers'. It's just a technical limitation that we ALL go through. Be patient and don't be so angry 🙂
Userlevel 7
Badge +4
Lauralee Proudfoot wrote:

koodo "help" guy told her nothing he could do ... said old number gone (not) - when she calls out...

When did you request to port into Koodo from Rogers?
Lauralee Proudfoot wrote:

koodo "help" guy told her nothing he could do ... said old number gone (not) - when she calls out...

transfer was done incorrectly the first time (several hours ago)- and then they told her they couldn't do anything about it and blew her off leaving her with a NONWORKING PHONE. Response was totally inappropriate and useless. Fortunately, she got someone more competent this time - they have now sent number back to rogers and started the process over again - so should have it working sometime today. We hope.
and yes, was supposed to be a simple port - same as I did eons ago, and my other kid did yesterday. Not supposed to be this hard. and seriously ... surely SOMETHING guy could do to give her a working phone number - even if not the RIGHT phone number. If not, he has no business working there.
Userlevel 6
Lauralee Proudfoot wrote:

and yes, was supposed to be a simple port - same as I did eons ago, and my other kid did yesterda...

Was this a guy at a store? Which one? Koodo does listen to these post and surely they would give the feedback if they knew where to send it.
Lauralee Proudfoot wrote:

and yes, was supposed to be a simple port - same as I did eons ago, and my other kid did yesterda...

no ... initial contact was at a store, but when she got home and it wasn't working (after she got text that said it was) she called in ... guy not only said "nothing he could do" and had, apparently no solution to offer her, also suggested that perhaps she hadn't paid her bill and Roger's had suspended her account - which is absolutely not the case. Perhaps he figured that she was lying when she said otherwise and so couldn't be bothered to help? I don't know ... just know that she spent hours on the phone trying to find a solution and I spent hours listening to how it was all MY fault for recommending Koodo in the first place, etc etc. It was NOT a fun day. All fixed now though, thank goodness.
Userlevel 3
Lauralee Proudfoot wrote:

and yes, was supposed to be a simple port - same as I did eons ago, and my other kid did yesterda...

Hey Lauralee, Glad to hear your daughter's back on track and Thank you for the feedback. Would you mind sending us an email to: http://koo.do/YqucV0. Please include the location visited/date/approximate time and name of the agent (if remembered) and we'll look into this for coaching purposes. Thank you.
Lauralee Proudfoot wrote:

and yes, was supposed to be a simple port - same as I did eons ago, and my other kid did yesterda...

She WAS on track and phone working (although texts get held up for up to 10 hours, which is NOT okay) .... but got her bill today. SO NOT IMPRESSED to see charges relating to the phone number they tried to give her when the port failed - it NEVER WORKED and yet she's supposed to pay extra for the ~privilege~ of having had it until they got the port sorted? Ridiculous. So disappointed in Koodo - I've recommended it to SO many people since I switched years ago. $25 for a phone number change, plus $18+ pro-rated plan charge?! Excuse me?!
Userlevel 6
Lauralee Proudfoot wrote:

and yes, was supposed to be a simple port - same as I did eons ago, and my other kid did yesterda...

Did you give Koodo a chance to hear you out? The bill is automatically generated and doesn't know that you experienced issues. This is the first bill for the number you brought over and first bill has proration - give them a call and I'm sure they'll understand where you're calling from 🙂 No pun intended
Userlevel 6
Lauralee Proudfoot wrote:

and yes, was supposed to be a simple port - same as I did eons ago, and my other kid did yesterda...

@ Lauralee What is the $25 charge for? For a temporary phone number while your daughter's port was being sorted out? That doesn't sound right. The proration is normal. All phone companies do it because of the way they bill you. It's not an extra charge.
Lauralee Proudfoot wrote:

and yes, was supposed to be a simple port - same as I did eons ago, and my other kid did yesterda...

it is when it is attached to the temporary number that never worked ...she's being charged for a full month from the date they finally got her number working ...which is fine... but paying anything for a number she never wanted and wouldn't have needed if things had gone properly - AND which never ever worked for incoming calls/texts - that is not okay. The $25 charge says it is for "phone number change"
Lauralee Proudfoot wrote:

and yes, was supposed to be a simple port - same as I did eons ago, and my other kid did yesterda...

and Cameron, I recommended that she switch to Koodo because in my experience, one doesn't generally NEED to spend hours on the phone dealing with nonsense. unfortunately, in less than 2 weeks, she's already spent many many times more hours on the phone with them trying to get things sorted - she is quite understandably not thrilled about having to call them yet again to sort this out. Plus she works 12 hour days and detests having to call 'strangers'... just insult to injury. I've been with Koodo for several years and always been happy with - and recommended - it. No more.
Userlevel 6
Lauralee Proudfoot wrote:

and yes, was supposed to be a simple port - same as I did eons ago, and my other kid did yesterda...

From what I can gather, based on the fact that you're charged $25 for a number change, the rep resolved the issue by doing a number change and the poor guy/gal was probably was so focused on resolving the issue that they forget about this little detail and apply a credit when they had to sent it back to rogers and start the whole thing again. The charges you mentioned aren't going to get resolved here and that's why I recommend you give them a call and explain the $25 charge should be credited. They won a few awards you know? So they must be doing something right. I hear ya tho, it takes one event to send me in a tizzy but the dust does tend to settle down. If she doesn't want to call, she can write or live with the charge. It's her call
Well, she didn't get an explanation for how it happened - but did get an apology, and the last CS person she talked to did fix it properly. Not supposed to be this hard.
Userlevel 7
Badge +4
Lauralee Proudfoot wrote:

Well, she didn't get an explanation for how it happened - but did get an apology, and the last CS...

It's true, it's not supposed to be hard. But stuff can always happen. In the end, your problem was resolved.

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