My internet has been down since 3-25-25. New customer, internet activated 3-24-25. Internet worked for less than a day then speeds dropped to less than 1mbs on a 1GB plan. Can still connect to the network, but no internet is provided. I have talked by phone with 3-4 different reps on the past few days. Apparently a new router is being sent in 3-5 business days. If the router does not solve the problem, then a new modem will be sent in another 3-5 business days. If that doesn’t work, then a technician call will be booked. How is this acceptable? To be without internet for up to 3 week?? Why can’t a technician call be booked immediately? Why can’t the equipment shipment be expedited? I work from home … it would be quicker to cancel my service and go back to my old provider at this rate.
+4Oh that’s unfortunate :( However let’s hope that when you receive the new modem, all your troubles will be over… fingers crossed!
Unfortunately shipping times take what it takes. What I’m surprised to see is that only one device is being sent instead of the full combo. I’m sure the hope is to reduce maintenance costs, as the hope is that the correct device was troubleshot as the issue. I presume the fastest shipping option is not being used due to cost considerations.
I don’t know with each agreement Koodo has for the itnernet provdier it resells from, but typically the TPIAs get last priority in tech support from the company they are reselling from. That will impact the time it takes to get a tech on site.
Unfortunately, I appear to be having nearly the exact same situation as the OP. Koodo internet was connected on March 26. It worked perfectly fine on March 27th and 28th then we started having the internet (not wi-fi) issue on the 29th. Internet speed tests on a wire-connected laptop now measure less than 1Mbps (if it even loads the webpage in the first place). This has now been happening for over 24 hours. I performed factory resets on both units and tried a different cable hookup in the house to no avail.
Like the OP, I also work from home. After reading the person's experience with this so far in the original post above, I am now wondering if I should hold on to the unit I still have from my former internet provider...
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