Koodo Support Isn’t Accessible — and That’s a Problem

Koodo aims to be a self-service brand with many online options. However, if you prefer to speak with a direct line and a live agent, Telus might be a better choice.

They do have physical stores where they offer specialized assistance to certain customers. 

At the end of the day, they are just a regular company competing with other brands for survival.

I’m not questioning Koodo’s business model or competition between brands. I’m pointing out that when a company chooses a self-service model, it also takes on responsibility for the people that model doesn’t work for.

Telling customers to switch providers doesn’t address the issue. For some customers, Koodo may be the provider that best meets both their needs and their financial budget, making switching an unrealistic option.

Accessibility isn’t about preference; it’s about whether customers can realistically access support when something goes wrong.

Physical stores aren’t a realistic solution for everyone either, particularly for people facing mobility challenges, transportation barriers, or language barriers.

That’s the issue I’m raising.

Opinions are my own as well.

Honestly, reading your post, it sounds like you are asking Koodo to change its fundamental strategy—which is a big ask. That would likely require them to restructure the whole Telus/Koodo/Public Mobile lineup. Generally, customers who want a full live agent with a direct number need to stay with Telus (whereas Public Mobile, for example, doesn't even have a callback system).

Regarding the accessibility issue, have you looked into the Telus program?https://www.telus.com/en/about/accessibility/accessible-services They offer better plans and dedicated service for people in need.

There are also lower-cost plans for eligible applicants through the  BC government, you could likely find similar program in your province. https://www2.gov.bc.ca/gov/content/governments/connectivity-in-bc/20532/26251

Hi ​@pagellennox 

We appreciate you taking the time to share your feedback!

There are currently various ways to reach support, including accessbility support, and we are doing our best to improve them to make sure everyone gets help as soon as possible.

More about Accessbility can be found here 

We might be able to assist with your concerns here if you would like to share more details.

If personal or additional information is needed, we can send you a private message, please let us know.

​@Dinh 

I’m glad you’re able to navigate online systems, find programs, and explore alternatives without difficulty, and that you’re knowledgeable and resourceful in doing so. Many people aren’t — including seniors, people with cognitive or literacy challenges, people using basic phones, or those without reliable internet access.

That difference is exactly why accessibility needs to be considered in service design. Support models shouldn’t assume the same level of digital access, knowledge, or resourcefulness for everyone.

Redirecting customers to Telus programs, other brands, or government subsidies doesn’t address the accessibility gap within Koodo’s own support pathways, and not everyone qualifies for those programs.

​@Flo Koodo 

Thank you for the response.

My feedback isn’t about resolving a personal account issue, so moving this to a private message wouldn’t address the concern being raised here. The purpose of posting in a public forum is to highlight a broader accessibility gap that affects many customers.

While accessibility information and options may exist, the issue is how accessible support is in practice for people who cannot reasonably use chat-based or self-serve tools — including seniors, people with comprehension or literacy challenges, people using basic phones, or those without reliable internet access.

This is about service accessibility, not device features or individual cases. I’m sharing this publicly so it can be considered as feedback on overall support design within Koodo, rather than handled as a one-off issue.

We shouldn't assume everyone has the same skill set. I also doubt you expect Koodo to service everyone in Canada at the same level as Telus. I wasn't trying to brush you off, I was just pointing out that for the special access needs you mentioned, there are actually cheaper options on the same network that provide better service. 

Anyway, Koodo service model is a business decision. They are aware some of the issues. However, they are trying to evolve it and filling the gap. They are not going back to call Center model. 

​@Dinh 

I’m not suggesting Koodo service everyone at the same level as Telus, nor am I asking for a return to a call-centre model.

The point is simpler: when a company adopts a self-service model, it still needs to account for the customers that model doesn’t work for in practice. Acknowledging that some people have different needs, then redirecting them to other brands or programs, doesn’t address gaps within Koodo’s own support pathways.

Saying the model is a business decision and that gaps are being “filled” doesn’t answer the underlying question of how customers are expected to reach support when the standard pathways aren’t usable. That’s the issue being raised — not expectations of parity with Telus, and not a request to reverse the business model.

My point is: be practical about how Koodo works. Since it's a value/self-serve brand, it isn't really set up for every specific need. For things like specific accessibility requirements or low-income assistance, the main parent brand actually has dedicated support systems that are much better equipped to handle those situations. 

Koodo isn't perfect, which is exactly why Reps and community members are here. If you have a specific case or know someone struggling, please bring it up so we can try to help.

As well, I assume you are aware of their support system with expert messaging https://www.koodomobile.com/en/help/koodo-expert-messaging-faqs?

​@Dinh 

The responses here illustrate the gap being raised better than any explanation could.

I am not sure, honestly. Anyway. I hope your question has been answered.