I live in Toronto and have been without internet for four days now. The customer service experience has been a nightmare—I’ve lost track of how much time I’ve spent going through their “Koodo Assist”, waiting on callbacks, or just trying to reach a live person. Promised repair dates came and went with no technician showing up. Koodo tries to offer deals to pacify customers, but I finally reached my limit. Not worth the stress! It took over 20 minutes with 'Koodo Assist' and a representative just to cancel my service. My suggestion: stay away!
Terrible experience!
Sorry this didn't work out for you. Hope your next provider treats you better.
For others reading, if a technician misses an appointment, you can schedule another callback through Koodo Assist and specifically mention the missed visit. The Koodo Internet app can also help diagnose connection issues before escalating.
Yeah, Robert, did all that - mobile app, back on Koodo assist (sometimes “too busy for call back… try again later”), etc, hence the nightmare. Strongly suggest genuine customer service be the priority, vs trying to be hands-off as much as possible. - However, this suggestion might not even be the direction Koodo/Telus wants to go. From some of the reviews I see and my experience, I would guess the goal is in the numbers, vs genuinely seeking to better the client’s service/experience.
Unfortunately koodo is only a 3rd party reseller of their internet so they are at the mercy of a service provider and techs that are not their own employees.
But I agree, if home internet is critical to you especially for work, I would recommend it either.
Yeah, Dennis, things happen, for sure. The issue was not that the internet went down; it was the roundabout to get it fixed (still, 4 days later, here in Toronto, no follow-up or anything - I’m to call Koodo back and do it all again). I noticed that when working with your reps, they say, “So just to confirm that your issue is that your internet is down” - very funny. I can just imagine how these issues get put into your stats. The issue is MY TIME calling, waiting, going onto your app, trying again, not using my phone, so the “line is clear,” which somehow gets missed in the equation. The internet being down for 4 days now is secondary.
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