Scheduled callbacks confirmed by SMS but never calling my phone—Need Moderator help

Make sure the Koodo number is not blocked

https://www.koodomobile.com/en/help/koodo-assist

If that doesnt resolve the issue, try scheduling a callback to a different number.

I have checked my device, and the Koodo numbers are absolutely not blocked.

Furthermore, my phone line is working perfectly since I have been regularly receiving calls from Koodo customer service up until April 28 without any issues whatsoever. No settings have changed on my device since then.

The fact that your system successfully sent me the automated confirmation of the scheduled calls back appointments and the 15-minute SMS warnings on both Thursday and Friday proves my line is active and reachable, but the system is failing to bridge the actual voice call.

Because your automated callback system is experiencing a technical routing glitch on my account, I am completely locked out of telephone support.  I would appreciate some assistance since I have been trying to reach the customer loyalty and retention team for the past 2 weeks over phone calls and koodo assist call back options.

Thank you.

I am literally sitting on a live phone hold with your general sales team for the third separate time right now as I write this. The 1-866 975 3052 number you provided sent me straight to a front-line agent instead of a manager.

Every single time I ask the sales reps to transfer me to the customer loyalty and retention team, I am placed on an infinite hold loop. This is the third separate instance where a live phone transfer has left me stranded on hold for over 20 minutes until the call simply drops.

This is completely unacceptable customer service. My phone is not blocked, my line is fully active, and your front-line phone system is actively preventing me from reaching the loyalty and retention desk.

There hasnt been any influx of increased reports of the Koodo Assist callback not working.

If there is an issue, it may be isolated to your situation.

To test things out, are you able to try to schedule to a different number (Friend or family member or work number)?

Hi ​@Tantalum, we’ve sent you a private message to confirm some details. Please check your community inbox when you get the chance, thank you!

I suggest telling them you want to cancel or to speak with retention.  See if that gets your through.

How did you find the number 1-866-975-3052?

Based on my search, it isn’t a loyalty number—it appears to be a sales line. Since a representative has already reached out to you on the forum, I highly recommend chatting with them.

What was the issue you needed help with, anyway? Does it involve your rate plan?