trouble shooting

Hi there,

Have you tried resetting your device network settings? And if you have a physical sim card, are you able to try the sim in another device to see if the issue follows? This would narrow down if its the sim or the device.

If you get a new phone on a tab, note that you do have a period to return the phone

https://www.koodomobile.com/en/help/returning-or-exchanging-your-koodo-phone?srsltid=AfmBOopXd3Ka90A6XdUFCg8am4bu06Pct6vo4uaB0Wsjf7oH7zD7UvHS

When you speak with others (friends and family) who also use Telus/Koodo, do they experience the same issue?

Hi Oliver C ,

Yes , iv tried  resetting  device network, resetting phone,  turning phone off/ on. Leaving phone off for hours then on again.  And I got a new Sim card but same issues  I did not try sim in any other device. I will give that a try! Thanks 

Did you find a solution for this? I just started having the same issue about 2 weeks ago. It is impossible to make.or take calls and my voicemails are delayed. It is worse in my area than if I am somewhere else.

No unfortunately I still have the same issues. I think it's time to look for a different provider. 

Did you try swapping sim cards with someone else in the same location to see if the problem follows yet? 

Did you also schedule a callback to open a technical support ticket? There might be something network side that can be reset or checked. 

If all else fails, then yes, you might have to look into a provider with better signal reception where you live. 

Thank you. I have spent a lot of time on virtual chat and on callbacks with both Koodo and Samsung. I have swapped SIM cards and my sim will work in other phones and other SIM cards will work in my phone. When I explain this to Samsung or Koodo I get a lot of “oh that’s strange” but they don’t know what that means nor do they have any idea how to fix it. No one wants to take responsibility or offer a solution. All that has happened is a lot of “must be your provider”/“must be the phone” with zero resolution. Koodo has credited me for time without service but that’s not helping me make phone calls. Massively disappointed and disgusted with both Koodo and Samsung. Currently my husband has gone to a Samsung store where the phone is under warranty and after a diagnostic they have said “it must be your provider!”

I wish I could switch providers, but I decided to opt for the stupid buy the phone option and I don’t really want to be forced to pay the phone off because Koodo (potentially, or Samsung?) can’t provide customer service.

Well, yes, it is strange. It’s not supposed to suddenly have no problems at all anymore. It’s as if only your sim card and phone together have the problem and nothing else, and that’s not typical at all. It’s common for OEMs to pass problems onto someone else, and it is indeed frustrating dealing with that. If you’ve opened a technical support ticket with Koodo where they checked network side and reset the connection and it’s still an issue, then it feels more likely to be a hardware issue. It could very well have been a software update caused the issue, but again, it’s so strange the problem only occurs with the speciifc sim and phone combo.  Then it would be worth trying to rollback a phone update, but that’s a bit harder to do these days as a user. 

Honestly at this point I would try a factory reset to see if that fixes things. 

If the sim works on other devices and even though other sims work on your phone, I think I am leaning toward a phone issue. 

The factory reset did not work. The issues persists. I think I need to leave the phone at a Koodo both, and switch over to another provider and get a different phone. Thank you to the people who took the time to try and help.

Can you guys not see a client's records of what all has been done for trouble shooting? Not being sarcastic,  honest question.  Yes i did a call back a couple times and with tech support.  I have another phone with koodoo,  and that one works fine. Iv lived here 13 years and never  had an issue before.  I will have to try my Sim card in other phone. 

We are not staff. We are other customers like you trying to help you

I am interested to see what the SIM card switch does. My sim will work in other Samsung, Koodo phones but not in mine. A factory reset did not solve the issue.

Getting a new sim card might not fix anything, but if you’re at the point of dropping your phone entirely and leaving Koodo, it’s a much cheaper option to try to see if it gets better or not. 

It could very well be local network quality change due to maintenance work being done or spectrum adjustments as everything shifts to 5G. I don’t think I saw mention of where this occurs and the assumption is having the same issue no matter where you go? 

It is in Durham/clarintong region and happened suddenly and my family members in the same house, also with Koodo, have not had the issue. Koodo has also checked and found no evidence of outages in the area. I do feel that the issue is worse the closer I am to home, but I can’t move just to fix the problem.

If that happens when you are close to home, I would recommend you enable wifi calling to see if that can help. 

Yes thank you. Wifi calling works better at home, I will still loose the signal, but this is not a solution. I can’t only make calls at home or on wifi, otherwise my phone is a glorified iPod. I have filed complaints with Samsung, Telus Koodo, the better business bureau and the CRTC. But if any solutions come my way in th meantime I will be happy.

Indoor signal is always challenging. It is your right to have access to CRTC but check out their service terms first: https://www.koodomobile.com/en/terms/service-terms?

If the takeaway here is “koodo’s service can suddenly change for no reason and without warning too bad” then I guess that is why they are not even accredited by the Better Business Bureau. I will pursue this with both CRTC and the Better Business Bureau and urge others to do the same. There is a difference between sparse service for cheap prices and totally neglecting your customers.

I don’t think that wording matches the actual service terms in the link. If it’s based on your personal interpretation (which you’re absolutely entitled to), it may not carry much weight in a CRTC complaint. They could reject it, which might leave you in an even more frustrating position.

Maybe we are focusing on different parts of the service terms. At this point I cant be anymore frustrated but I may find more disappointment from koodo!

What happens when you insert another SIM card into your device? Do you still have problems with your signal? If this is the case, it is an issue with your phone.

Assuming you are currently on a Tab, you will need to visit your nearest Koodo store if it is still covered under the one-year warranty. https://www.koodomobile.com/en/help/warranty-and-repair-policy

Hi my sim card will work fine in other samsung phones in areas where I have bad service. But what is really odd is that sim cards from other phones will work in my phone. Specifically, my sim in my phone does not work. And yes the phone is under warranty. Koodo will not provide a loaner phone if I. Have it sdnt for repair.

If your phone works with another SIM card, have you considered getting a replacement SIM card to see whether it will resolve the issue? https://www.koodomobile.com/en/help/koodo-sim-support