home internet is in 1kb/s

If the the restarting does not fix things, you need to request a callback via Koodo assist for a rep to look closer into the issue

https://www.koodomobile.com/en/help?autobots=rollout

I called them and they said they will call back for having people to come in from yesterday around 2-3pm. I haven’t received a call until now.

i tried to unplug the modem and it can restore the internet to 2-3mbps but then it eventually get back to the same place. I can confirm it is not my hardware issue. Their hardware? I don’t think so as well as I asked ChatGPT for that. Learnt something new in the process. I pinged 1.1.11 and 8.8.8.8 and they returned 25-75% loss which is very bad according to ChatGPT. (Once again, thanks ChatGPT to help me troubleshoot) I connected everything on my own for the last isp and I haven’t had any issue. Now there is all kinds of issues and I got to call the CS and let them “teach” me on how to unplug the modem and see if it is anything wrong or I don’t know how to do stuff. This is very insulting, to say the least. I’m not sure if I want to stick to this bs. Maybe it is better to switch back to my previous isp

The connection should be simple and customer could do it. I knew you already restated the modem. Have you tried to reset the modem to its default factory?

As well, what was the condition of the light on the modem? When you do the speedtest, did you try the LAN port or WiFi? 

Hi, thank your for your suggestions. I understand why people refer to the modem or the router. Unplug it or restart it. And certainly I have tried that and it worked for a few minutes and I wrote down the result already. 

I mentioned the  connection was fine on the first days and the speed is close to what is advertised. It just does not work after I cut the other isp (and certainly I tried to put it back and nothing lol).

But now diagnose with ChatGPT, I hope you understand that the router is fine. I cannot connect to the modem with the ip sticker on it. I do not know why but it can be that and I need a new one.

The first thing to diagnose is always if it is my devices (and you look at different device), mode of communication (wifi or lan), different router (mine vs theirs) and then the modem. So, when you are able to send ping (according to ChatGPT), it is likely the ISP as it is able to communicate with the external machine but it fails so many times which explain why I have such a slow internet. Can it be just a faulty modem? Maybe? I do not know the technology very well myself but judging from the connection on the first days. It doesn’t seem like it is the issue or the modem just happen to break after the first night of use. Then I have to question how frequently I will have this problem or it is a one off issue. 
 

Anyway, thank you very much for your input and have a great rest of the night.

To add, I tested the speed on LAN as i know the speed can be limited by many things when using the WiFi. I’m talking about no internet on my pc now. And yes, resetting the modem does not help

Reset to the default factory settings isn’t the same as a normal restart though. From your description, I am not sure if you did or not. Normally you would have to use a pin to push into the reset hole at the back of the modem for 30seconds. It depends on the model as well. 

I saw 1,2 report in the forum when customers reset it to default factory settings and the modem automatically update its firmware. It worked for them. That was why I asked about the light indicator as it can show you if the modem is updating firmware or not.  https://www.koodomobile.com/en/help/understanding-your-modem-and-router?

Anyway, a modem (and combined router) shouldn’t take a lot of your own time to diagnose  to make it work given that you didn’t know the good default “parameter” from the internet provider. I would just let Koodo technician deal with it.

Thank you for your input again. The customer service asked to reset factory default by putting a small pin into the hole for a while to trigger the process. I just remember I did the same thing to the modem later myself but it did not work.

So, to address your suggestion, I restore both of the modem and the router to see if it is doing anything. Not so surprise it does not. And now the ping is giving me a general failure for 4 times. I then restarted the modem 2 times and both did not work. Not to mention the attempted to connecting to YouTube or CBC are all failed.

i just found out there is another inlet to the cable and I tried that too. Nothing works

Any more input is welcome. Thank you.

Hi ​@Leosiu 

Sorry to hear the issue still persists!

The support team tried to get in touch with you, but they couldn’t reach you. You should receive an email soon.

Hi I got the email. I haven’t had any call unless they just came in the morning without contacting me beforehand.

In the email, they asked me to give them a screenshot of the speed test with the LAN directly attached to the modem. They said everything was fine on 15th March but i started to have problem on Saturday. Anyway, I can’t even go to google and this cannot give them speed test result. I even gave them the ping result.

Skipping the router was one of the method I tried as suggested by ChatGPT. You want to know if it is something to do with the modem. My previous modem was able to give WiFi but I wanted to use my own router, so I put it into bridge mode. So, I want to see if I can connect to the modem with its ip on the sticker. But no, I cannot connect to the modem. Both of my router and the router from Koodo do not have connection. I can see both routers’ ip and both of them seems to work just fine (similar ping result)

Then they said the ticket will go to someone else and in the meantime, asked me to restore factory default for the modem. I certainly told them I did that with the suggestion by Dinh.

So, I cannot exclude the possibility of a faulty modem but it was unlikely if that happens.

My service started on Wednesday night and everything was fine coz I can get the speed test, coincidentally, speed test.com which was the site the CS asked me to do. It was fine also on Thursday and I decided to cut the service from another provider.

I was using carrytel before switched to Koodo. My coworkers told me it can be carrytel when they switch off my service, if the backend provider are the same and they might accidentally switch that off at the same time. As the slow down to a halt happened right after I ask to end the service from them. This is not impossible and they use Rogers iirc when I did the isp test. I’m really tired of this and it needs to be fixed asap.

Now, they just arranged a technician to come onsite tomorrow in the middle of the day…