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Issues with Iphone 17 Pro Max

  • May 14, 2026
  • 2 replies
  • 26 views
K

I purchased a brand new iPhone 17 Pro Max and have experienced ongoing issues since receiving it. Over the course of 1.5 months, Koodo sent me two faulty devices before finally replacing it with a third phone. During that time, I was repeatedly directed to different Koodo locations, Jump+ stores, and Apple Stores, spending countless hours (1-2 hour at a time i believe 6 times) trying to resolve issues that should have been handled much more efficiently as visitintg all those stores did nothing but cost me time, money and frustration.

Unfortunately, the customer service experience throughout this process was extremely disappointing. I spent hours on frustrating calls where I felt dismissed, brushed off, and disrespected. At one point, a representative actually laughed at me while I was trying to escalate my concerns and then placed me on hold for 30 minutes after repeatedly giving me the same scripted response because I refused to accept it as an answer without speaking to someone else

Now I am experiencing another issue where my phone randomly goes into SOS mode, specifically at my workplace. I’m unsure whether this is a device issue, network issue, or something that can be resolved through settings or a reset. However, after my previous experiences, I am extremely hesitant to contact Koodo support again due to the amount of time, stress, and lack of resolution I experienced throughout this process.

I am hoping someone can provide an actual solution or guidance on how to properly resolve this issue.

2 replies

Allan M
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  • Allan M
  • Mobile Master
  • May 14, 2026

The easiest way to figure out if it’s a location/building issue is to see if coworkers who are on Koodo, Telus, or if no one, then Bell/Virgin are having similar issues.
If you’re the only one, then it’s likely back to a device issue as the 17pm uses an esim although I’d argue that if you’re only experiencing this issue inside the one building, that it’s because of the structure interfering with getting good service.
I’d recommend enabling wifi calling if you haven’t already so that you can use the wifi at your work (assuming you have it) to receive and place phone calls, and then rely on iMessage and RCS when you can to send texts.

Easy fixes: Restarting phone, resetting network setting.

    D
    Forum|alt.badge.img+4
    • Dennis
    • Mobile Master
    • May 14, 2026

    I purchased a brand new iPhone 17 Pro Max and have experienced ongoing issues since receiving it. Over the course of 1.5 months, Koodo sent me two faulty devices before finally replacing it with a third phone.

     

    3 faulty new iphone 17 pro max’s is crazy high and highly unexpected.

     

    During that time, I was repeatedly directed to different Koodo locations, Jump+ stores, and Apple Stores, spending countless hours (1-2 hour at a time i believe 6 times) trying to resolve issues that should have been handled much more efficiently as visitintg all those stores did nothing but cost me time, money and frustration.

     

    Unfortunately Koodo does not make the phones and your best bet is to reach out to the Apple store for them to inspect.  After visiting these stores, were they able to determine and confirm the defect?

     

    Unfortunately, the customer service experience throughout this process was extremely disappointing. I spent hours on frustrating calls where I felt dismissed, brushed off, and disrespected. At one point, a representative actually laughed at me while I was trying to escalate my concerns and then placed me on hold for 30 minutes after repeatedly giving me the same scripted response because I refused to accept it as an answer without speaking to someone else

     

    Koodo does have a defined warranty process.  For iphones, it is best to deal with Apple directly unless it is within the first 15 days of purchase, then in that case, I would return the phone back to Koodo and then purchase another one so you can preserve the return period. 

     

    https://www.koodomobile.com/en/help/warranty-and-repair-policy?srsltid=AfmBOop5lL7SQPdoPA9sdbQDvaY9ctUbH3iMzQslow5KaFiJktjPWzel

     

     

    Now I am experiencing another issue where my phone randomly goes into SOS mode, specifically at my workplace. I’m unsure whether this is a device issue, network issue, or something that can be resolved through settings or a reset. However, after my previous experiences, I am extremely hesitant to contact Koodo support again due to the amount of time, stress, and lack of resolution I experienced throughout this process.

    I am hoping someone can provide an actual solution or guidance on how to properly resolve this issue.

    Is this the same issue for all 3 phones?  What where the issues?

    Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
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