Wireless Home Phone Hardware Replacement

One shouldn’t have to buy a new hub as that was originally provided with the home phone plan. Updated equipment needs to be provided by Koodo. I agree that the whole 3G to 4G transfer for home phone users is a mess with different reps advising different solutions. A real runaround. Meanwhile, they collect an extra $5 a month plus tax while you try in vain to sort it out. 🫤

This may be the case if the hub was rented and you paid a rental fee.  But since the hardware is purchased, you will need to purchase an upgrade.

It is less than ideal that Koodo didnt establish a process to upgrade prior to the message and charge.

I have spent 2 months and about 7-8 calls ( at least) to both Koodo & Telus just to get a replacement hub that is compatible. I have had the home phone for over 10 years. The first rep told me they would give me a free swap but I had to go to my local store to do so. I called 2 local stores and they both told me they don’t carry them in stock and would have to be ordered and shipped directly by Koodo?  Evertime I call I get put on hold several times and transferred around, last time they transfered me to a Telus new mobile rep who told me I had to set up a new account with Telus! Are you kidding me! Why is something so simple so difficult? If anyone has found how to actually get one please let me know and share. Thanks!

Let me flag a rep for you to see if there is a different process to deal with this

i have the same problem, we use the home phone for my mother-in-law who lives in a nursing home.

how do i get the upgraded unit.

I have flagged a rep. They are looking to see what process can be made to deal with this gap

Hi ​@grumpyguy, we have contacted our team for more details on this. We don’t have any updates yet, but we’ll try to let you know as soon as we hear from them. Thank you for the patience in the meantime!

I have the same problem, I just keep on getting the run around !  Every month for the last past 3, I have been calling in to get the $5 surcharge credit back and never any way to get a solution to this upgrading.

I really hope that they will figure things out because my next step will be to fill an official complete to the CSST. 

Thank you everyone for sharing your experiences 

​@Art2 I would be sure to check in here for a general update to follow-up 

Hello everyone!

We are following up with an update regarding the upgrade process for non-LTE Koodo wireless home phone devices.

Unfortunately, there was a system issue previously which caused the problem with the upgrade.

We got a confirmation that this has been fixed and customers who own a 3G only Koodo wireless home phone hub can now schedule a call back with the virtual assist and a rep will be able to assist with the upgrade.

The upgrade should also be possible in Koodo corporate stores (you can use the store locator to find the nearest Koodo Store)

We thank you for your understanding and we apologize for the inconvenience caused!

So FLo Koodo, please explain how one is supposed to know when they will have the Nubia WF725 in stock ?  I thank you for your explanation but unfortunately I don't believe that the personal know much more how to go about it to receive the new wireless Home Phone Hub's.…

As I said before I have already been to 3 or 4 now different Koodo stores & spent countless hours on the phone/ chat in past few months, that I'm not holding my breath that this will be resolved so quickly.

I was told that I will get a call back..…

So I'm willing be waiting..…

Regards,

Things may not be perfect.  But at least now there is an official process, where as previously there was not.  I highly recommend that you give the official process a shot and let us know if you run into any issue

Dennis, I will wait for Koodo to get back to me.

Maybe Flo Koodo, will look into it and get back to me ? 

As when I can expect the hardware (Nubia WF725) be shipped out to me.

Regards,

​@Art2 

We can confim the upgrade is available for your account based on the update that we got, however this can be completed by scheduling a call back and speaking with a rep over the phone.

We can see the Nubia WF725 appears in stock (for orders over the phone). For store purchases, we don’t have access from our end. This could be checked with the stores directly.

Regarding the shipping time, we cannot provide an exact timeframe, however based on what we see, it is currently estimated to 1 week from the moment the order is placed (this might change)

Well just to let everyone know, I asked for a call back last night. Got it at 9:00 am this morning & unfortunately I was right. They at Koodo have no idea how to go about it.…

For the first time yes they can see they have stock of the Nubia WF725 BUT & this is the deal breaker for me.…

We have to pay to get the updated wireless phone hub ! Was told that it's $5 / month for 24 months. I have never before been told about having to pay any extra fees.  

The last time I had called in they where ready to transfer me to a TELUS account because that was the only way to have access to the Nubia WF725. ( Ended not being available to ship at Telus either)

Well it's just not working out..... So if I can't get the updated equipment for NO Costs, I'll be looking for a new provider for all my mobility & Internet services.

Again very, very frustrating to have to spend so much time dealing with them. Was another 2 hours this morning.

Good luck to all of you dealing with KOODO customer service.

Regards everyone 

Hi ​@Art2 

We understand that this was a frustrating experience and we are sorry for any errors that were made.

We have looked into it and we can see that a follow up was scheduled for later.

We want to make sure this is resolved, so please let us know in case there are any further issues with the replacement.

Thank you!

Hello Flo Koodo, why don't you address the fact that the equipment upgrade is at the customer's cost ?

I think that's very important to tell everyone…

I for one really don't appreciate the way this is being addressed by Koodo.

Really feel that it's not the way to serve your customers.

Regards everyone 

Just to keep everyone updated, I'm now having to transfer to Telus for my Wireless Home Phone Service. I have to wait for the equipment to shipped to me in 7 to 10 days. 

I will keep you posted on how the process of transferring the phone numbers over to Telus goes.

Really hoping that this will not end up costing me more money per month..…

Really not what is was expecting, I still can't believe all the time & energy I have to put into this issue of there 3G Network Shutdown. 

Regards everyone,

Keep us posted with how the transfer over to Telus goes.

Hello again everyone, so to update had no choice but to leave Koodo for Telus.  The transfer went alright, service with my same number with in 15 minutes. Unfortunately I have to say this hole 3G Shutdown upgrading, took way to my of my time !  A rough estimate, by the total of the conversations I had recorded was of over 15 hours !  That's whit multiple customer agents & not counting the time I spent in emailing to get this done.

So to everyone else having to upgrade your Wireless Home Phone Hub, my you arm yourself with patience. I really do hope that you won't need to spend so much time to get it done.  The truth is that if Koodo & Telus would take the time to train there customer service agent & provide the right information, this could be just so easily done.

So that's my out come, hopefully now the Telus Nubia WF725CA, quality or service & sound won't disappoint…

Best regards & GOOD LUCK to everyone.