New internet service

Weird that your Koodo router’s saying “citywide.eastlink.ca”; that suggests it’s still tied to Eastlink’s network, your old ISP. Usually, the new Koodo internet setup needs a technician to physically connect or activate the line (especially if it’s coax cable), so just plugging in the new modem won’t override the old service on its own.

Since you haven’t gotten the tech appointment confirmed yet, there’s likely no active Koodo connection on the line. The old ISP grabs it because the physical connection is still theirs. Power cycling won’t help if the line isn’t switched over.

Also, callbacks and hold times suck but that’s just how the system is sometimes. The best you can do is keep pushing for that appointment confirmation. If it’s urgent, consider cancelling old ISP once you get the tech date, but don’t cut it before Koodo is confirmed active.

If you want, share what your setup looks like (coax connected? exact modem model?) and maybe we can spot somethin 

Koodo Internet is a separate service. It acts as a reseller, so the actual provider that is handling your Internet services will vary depending on your geographical location.

Have you tried downloading the Koodo Internet app to troubleshoot your problem? It will provide you with a step-by-step guide to set up your Internet or even run scans, diagnose your network issues, and get quick fixes. https://www.koodomobile.com/en/help/troubleshootkoodointernetapp

Weird that your Koodo router’s saying “citywide.eastlink.ca”; that suggests it’s still tied to Eastlink’s network, your old ISP. Usually, the new Koodo internet setup needs a technician to physically connect or activate the line (especially if it’s coax cable), so just plugging in the new modem won’t override the old service on its own.

Since you haven’t gotten the tech appointment confirmed yet, there’s likely no active Koodo connection on the line. The old ISP grabs it because the physical connection is still theirs. Power cycling won’t help if the line isn’t switched over.

No easy fix without the tech visit or canceling the old ISP. Canceling early risks losing internet completely if Koodo isn’t live.

If you want to avoid waiting, try checking if your Koodo activation date or address info is correct in your Self Serve account. Sometimes activation can be delayed if the address isn’t fully set up or the tech hasn’t done their part.

Also, callbacks and hold times suck but that’s just how the system is sometimes. The best you can do is keep pushing for that appointment confirmation.

If it’s urgent, consider cancelling old ISP once you get the tech date, but don’t cut it before Koodo is confirmed active.

If you want, share what your setup looks like (coax connected? exact modem model?) and maybe we can spot somethin 

This is what i thought but i did say i was with east link when i signed up and they originally scheduled a tech on my hookup date but then when i got my email saying to hook up the equipment it included in it that the tech would not be required copied from the email i got for the hooking it up “As requested, your service will be activated on November 30, and no tech visit is required.”

yes its coax and sercom DM1000 

Also when i was on the call they did say it is active 

​@CPrinceC 

We are sorry to hear about this experience!

We have managed to get in touch with the support team and they confirmed an appointment has been scheduled for December 4th (2-5PM). We were told the technician won’t reach out to you upfront.

Let us know if you have further questions.

Thank you. lol next time ill just come here first this community thing is a way better experience then that callback system and Ai support bot. just knowing what's going on is golden ;p koodo should scrap that ai bot thing or at least send you here rather then going into a loop well u try to contact a real person.