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No cell service & no WiFi at home


I made the mistake of "upgrading" the Galaxy I was very happy with to an iPhone 5. Essentially, I purchased a CAMERA.  I have followed the troubleshooting tips on both this site and Apple's a gazillion times and it has never made any difference. On one of my countless visits to the Koodo store, a Customer Service representative was kind enough to change the SIM card. Again, no difference. Koodo says the phone must faulty, Apple claims it is a carrier issue. My Wi-Fi does not work at home, either, but that is due to Shaw's abysmal service. Can anyone give me any advice whatsoever, please?

14 replies

And I have never had so many problems posting a simple question as I have had on this site.  Very frustrating. 
Userlevel 7
Badge +4
Hello Jennifer,

Wehre di you purchase the phone? If it doesn't connect to the wifi anywhere, then it's definitely a faulty phone. Do you have any warranty where you purchased it from?
Userlevel 7
Are you sure the device isn't in Airplane mode?
Many thanks, Robert.  The phone was purchased online, directly through Koodo.  There is a one-yeear warranty (from Apple), which is still valid.  I do get WiFi in most places except at home and that is likely an issue with the service provider.  Cellular Data works fine but my plan is limited.  Cell phone service is non-existent virtually everywhere 24/7.  Koodo handles service issues with all the merchandise they flog EXCEPT Apple products and Apple insists that the reception problem is with Koodo.

Are you joking, Chad?  Do I really sound THAT stupid?  And as I said, the primary problem is NO CELL SERVICE.  WiFi works fine anywhere except at HOME.  Cellular data has never been a problem. 
Userlevel 7
Jennifer Dickson wrote:

Are you joking, Chad?  Do I really sound THAT stupid?  And as I said, the primary probl...

Nope. No offense intended. And wifi can work with airplane mode on. You'd be surprised how many people accidentally have Airplane mode on or Cell service off.
I spent 2 hours on the phone (via landline, of course) with an Applecare iOS Senior Advisor (this despite Koodo telling me that I failed to purchase some sort of extended coverage - which was never offered - for my iPhone and therefore am ineligible for assistance via Apple Tech Support).  

He patiently ran countless remote diagnostic tests and FINALLY, after re-setting whatever Koodo initially programmed into the phone, got my WiFi working at home for the very first time since I bought it.  He even got me one-half bar of cell phone reception for a precious few minutes.  This is 100% a CARRIER issue, not an equipment issue. Koodo is unable to acknowledge that simple fact and I am beyond fed up with these unresponsive cretins who fail to acknowledge any responsibility for their abysmal service.
Userlevel 7
Badge +4
Jennifer Dickson wrote:

I spent 2 hours on the phone (via landline, of course) with an Applecare iOS Senior Advisor (this...

Just for future reference, Most Apple hardware comes with a one-year limited warranty and up to 90 days of complimentary telephone technical support.
Userlevel 7
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Jennifer Dickson wrote:

I spent 2 hours on the phone (via landline, of course) with an Applecare iOS Senior Advisor (this...

Does not compute. If it were 100% a carrier issue, having nothing to do with the phone, then absolutely nothing apple support had you do with the phone would have made the slightest difference.
Jennifer Dickson wrote:

I spent 2 hours on the phone (via landline, of course) with an Applecare iOS Senior Advisor (this...

Thanks, Allan.  That is precisely what I have.  Due to the unusual circumstances, however, Apple Tech Support have bent over backwards to try and help.  

Timo:  What I stated is based on what Apple's Senior Advisor told me.  All I know is that there was an issue with the Settings, which he corrected. I do not speak TechTalk so cannot accurately describe what he did. 

Userlevel 7
Jennifer Dickson wrote:

I spent 2 hours on the phone (via landline, of course) with an Applecare iOS Senior Advisor (this...

Have you tried a new sim card?
Jennifer Dickson wrote:

I spent 2 hours on the phone (via landline, of course) with an Applecare iOS Senior Advisor (this...

Many times

Userlevel 7
Badge +4
Jennifer Dickson wrote:

I spent 2 hours on the phone (via landline, of course) with an Applecare iOS Senior Advisor (this...

If you know another Koodo or Telus customer, you can find out pretty quickly if it is a phone or carrier issue by comparing service while standing adjacent to one another.
Userlevel 7
Badge +4
Have you tired a factory reset?

If your sim card is shown to work on another phone, but not in the iphone, then it is most definitely a phone or phone setting issue.

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