Hi there,

so that is a bit odd so a couple of questions, is it just your phone that shows no Internet or is it other devices as well? And do you perhaps have an old modem you can plug into and swap out for your Koodo one? We have had it here before that for some reason that resets the network and gets its running and then you just swap them back. Oh and just to check when you reset the modem, did you follow the steps outlined here https://www.koodomobile.com/en/help/how-to-reset-your-modem-and-your-router

feel free to get back to me, though some of the time the activation of the service may not have been performed properly and Koodo may need to send a tech to check it out (this would require you waiting for a call back unfortunately) I hope this helps

Hi, 

yes it says that on all my devices and sadly this is my first time having my own wifi so I don’t have another modem to try that. And I did follow the instructions on that link and still nothing. But I did find a page on the koodo website that shows a different process of setting up the wifi. They say you need a coax cord to get the wifi. But the whole reason I got this type of wifi setup was because I don’t have a coax port in my house (my house is built in the 1860s) and the guys at the Koodo/Telus shop told me I don’t need it for this modem. Could that be the reason I don’t have internet? I need that cord? 

Ah,

That is 100% the reason. Unless it is a fibre service (which is not the case yet for koodo) then the way that the internet comes into the house is by a COAX port that connects to copper lines outside your house. This would be used for say a home phone etc as well. The COAX cable then is inserted into the port in the wall and the corresponding modem. Now in the case where as you said you don’t have a coax port but by the looks of things your address was eligible for the service, you will need the aid of a technician to look into putting one into your house other wise you cannot use the service as you won’t have a way to connect to the lines outside. Just in case you want to scan every inch of the house, the port should look like this

Sorry for the bad news though, but you would need this in order to have the service. The COAX is the threaded top piece and you should have received a COAX cable in the box as outlined here https://www.koodomobile.com/en/help/whats-in-the-box. So in summary you’re able to connect to the WiFi modem however it is not receiving an internet signal from the outside as it needs to be plugged into a COAX port to receive internet. To help find it in your house in case it is there just hiding you can follow these steps too https://www.koodomobile.com/en/help/how-to-find-the-coax-line-for-koodo-internet-in-your-home

I hope this helps clears things up

Hi @alyjean 

What happens when you try to schedule a call back through the virtual assist? 

Ahh ok thank you Oliver, and I know for sure I don’t have a coax port. So I will have to book someone to get it done? Do you happen to know if koodo provides this service and I would just have to call them for a booking? 

And when I try to book a callback on the ai chat it give me a generic response but with no times/dates to pick from… I’ve used the callback services before but I never got this response. It could be because I live in Ontario and it is a holiday today and no one is working.

Yup they do offer this service, just explain that you need a technician as you don’t have the COAX port and they should send someone over. If they don’t have anyone available to do so they may instruct you to reach out to the company that they rent the Internet lines from and they can too, they would let you know. Though I am not sure if they will get back to you today given it is a holiday glad we figured out the problem  

Thank you!!! Appreciate it a lot!!