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experiencing ongoing issues with my home internet connection.

  • December 7, 2025
  • 3 replies
  • 44 views
Z

Hi Support Team,

For the last couple of weeks, I’ve been experiencing ongoing issues with my home internet connection. The service is very unstable and frequently disconnects for hours at a time.

When it is working, the speed is very low, and my upload speed is often down to around 2 Mbps. Overall, the connection is not stable or usable for normal activities.

Could you please investigate this issue and check my line and equipment? I’d appreciate it if you could help restore a stable and reliable connection as soon as possible. I did reboot my router several times and it’s the same not fixing the connection issue I’m facing.

Best answer by Robert T

Hey,

Since rebooting didn’t fix your unstable Koodo home internet and slow upload speeds, the next step is to schedule a callback with Koodo Assist for line and equipment diagnostics and possible technician support. Make sure you’re using only the provided modem, as third-party modems aren’t supported. If the problem persists after Koodo checks, a technician visit might be necessary to restore stable service. 

3 replies

R
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  • Robert T
  • Mobile Master
  • Answer
  • December 7, 2025

Hey,

Since rebooting didn’t fix your unstable Koodo home internet and slow upload speeds, the next step is to schedule a callback with Koodo Assist for line and equipment diagnostics and possible technician support. Make sure you’re using only the provided modem, as third-party modems aren’t supported. If the problem persists after Koodo checks, a technician visit might be necessary to restore stable service. 

Mobile Masters are NOT Koodo employees, we're just friendly customers tryiing to help
Z
Z
  • Zoroelina
  • Author
  • Beginner
  • December 7, 2025

Yes, I am using the Koodo-provided modem.

i’d like to schedule a callback with Koodo Assist to start the line and equipment diagnostics, as the connection is still unstable with very low upload speeds.

Can you please schedule the callback for me, or let me know the exact steps or link I should use to book it myself?

Flo Koodo
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  • Flo Koodo
  • Official Rep
  • December 7, 2025

​@Zoroelina 

We are sorry to hear the issue persists!

If you followed all the troubleshooting steps included here, you should be able to schedule a call back with the virtual assist. Select Home internet, and then follow the prompts with the virtual assist. It should provide your the option to schedule a call back since the issue persists after all troubleshooting steps that you followed.

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