Koodo Internet issues - impossible to talk to live rep

Hey, slow internet is super annoying. Have you tried restarting the router to see if it fixes the issue? 

Hi there,

Have you tried the steps suggested by Koodo in the link below? Sometimes this can help your internet speed. You're correct, 10 Mbps down when you have the 1.0 Gigabit plan is far too low. 

If the steps in the link won't help, then the next steps would be to keep trying to schedule a call back with their internet team.

They would be able to look into it more or be able to send new equipment if it is faulty. Its possible that it is difficult to schedule a call as black friday is tomorrow, so the volume of scheduled calls usually gets a bit out of hand and can cause delays.

https://www.koodomobile.com/en/help/why-is-my-wi-fi-and-internet-slow?srsltid=AfmBOopDc_ndZMiuF2vkxIbGUG_YiSkXcLHT_osbGw1uvHCo5Epu4sp6

Sorry maybe i was not clear.  I am not talking about wireless i am talking about Koodo Home Internet service.  It seems like the phone company Koodo/TElUS does not want to talk to their customers about resolving their home internet issues

What have you tried so far. Have you tried resetting the router? That may fix the issue. 

Yes have done that twice and have followed the instructions from the Koodo Internet app.  

About a year ago I ordered Unlimited Koodo 1 Gig Internet service. Until this week I was happy with the service. Over the past couple of days we have noticed that the speed of the service was extremely slow.  Yesterday I ran several Internet speed tests, which confirmed that the up and down internet speeds were significantly slower than they should be and that my 1 Gig Interent service was severely degraded.  I went through the process of engaging Koodo assist and running through the steps outlined in the Koodo app.  On two occasions the Koodo app confirmed my internet up and down speeds were severely degraded (1st measurement - 23.7 Meg Down, 10.4 Meg Up, 2nd measurement - 16.2 meg down and 35.1 Meg up).  The Koodo app does not seem to know anything about my subscribed speed—which, if it did would like flag the fact that my service is severly degrated.  I tried a number of times asking Kood assist from a call back from a service techician but every time i tried it indicated that no one was available for call back.  I even went into a TELUS/Koodo store .  The rep tried by directing calls to my cell phones from an outbound call center but every time i received a call there was no on there to talk to.  Very frustrating.  I really need to talk to a service technician 

Sounds like you've already done the heavy lifting on diagnostics; those speed test results are solid proof something's wrong. 

Given that you've already tried multiple callback attempts and visited a store without reaching someone, this has moved beyond community troubleshooting territory. I can flag a rep so the internet support team can pull your line diagnostics and investigate whether it's equipment or a network problem on their end.

Might also be because Koodo is having issues : 

Somebody else having speed issues.

Just to confirm, the Koodo Assist said there were no available call times? The system currently seems to schedule calls for the day, so if it’s saying that, you often need to try it earlier in the day. 

Hi there ​@TomH We verified and found that you already spoke with our Koodo Internet team and a ticket was created. 

Yes I spoke to Internet team around 9 am EST and they were going to reach out to the local loop provider for help diagnosing and fixing the degraded service. I have not had any updates since then ?  I would appreciate receiving a call to provide the current status for resolving my issue (it is now 3:45 est)? They have my cell # thanks

Got it ​@TomH  As soon as the team receives an update, they will reach out to you in regards to the situation.