Koodo Assist / Connect to A Rep Web Site Error

Question

I have been trying to connect with a koodo agent for the past hour with no luck. The “Connect To A Rep” button in Koodo Assist gives an error and goes to a blank page that says “ xavlab.xyz refused to connect” every time I have tried. I have tried with an iPad, my phone, and 2 browsers on Windows 11. Same error each time. I also allowed popup and redirects in MS Edge and got the same error. A google search has informed me that koodo no longer offers a customer service phone number, which after an afternoon of trying to get help online has failed, seems kind of cruel.

For those of you experiencing the same issue, note that I was finally able to get the “Connect To A Rep” button to work by using "Private Mode” in Firefox.

This has been an extremely frustrating experience and I can see how it would result in zero resolution or support for any of your customers who aren’t savvy enough to know about / know how to use a private or incognito mode in their browser.

Robert T · Answer

Try using Firefox’s Private Mode like you did; seems like normal mode or other browsers trigger that “xavlab.xyz refused to connect” error on Koodo Assist’s “Connect To A Rep” button. It’s probably some cookie/cache or script blocking issue messing with the rep connection. Clearing cache/cookies or disabling extensions might help too, but private/incognito mode is the quickest fix. Weird that Koodo’s site relies on that domain and breaks so easily across devices/browsers.

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