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Hello, 

I’m having trouble getting my new home internet to work. I’ve followed all the instructions that Koodo sent me (the QR code on box for the modem). 

Follow everything exactly. All the lights check out and everything is good so far.

Modem - 4 green solid lights indicating that I’m connected to the internet. With the 5th light WLAN/LAN light coming up orange.

Router - All 3 green lights are on and holding solid. Indicating everything is good to go.

When I go to connect to the wi-fi, I get nothing. No internet, Nothing. Dead. 

So how is it that everything checks out, but no internet? 

 

Koodo has sent me another modem to try, with the same result. I’m reaching out here as a last resort, if I’m not able to fix the problem, I will have to cancel the service. 

If there is anyone who may be able to help or throw any suggestions, please let me know. 

Thanks

 

Try connecting through the Ethernet port. Does that work? 

I did try this when I had tech support on the phone. They suggested me to do that, but it still wouldn’t work. Somehow I think it might be a problem on their end, but idk.

I did try this when I had tech support on the phone. They suggested me to do that, but it still wouldn’t work. Somehow I think it might be a problem on their end, but idk.

When you said you got nothing from WiFi, what do you mean? were you able to connect to WiFi or you were connected but there was no internet?

Here is the troubleshoot of the light from Koodo https://www.koodomobile.com/en/help/understanding-your-modem-and-router?srsltid=AfmBOorgG1YclqOYeTre1wq7z9uKiX9MLDW3Y2XgfWKK0j_WhlamNP9s

I did try this when I had tech support on the phone. They suggested me to do that, but it still wouldn’t work. Somehow I think it might be a problem on their end, but idk.

When you said you got nothing from WiFi, what do you mean? were you able to connect to WiFi or you were connected but there was no internet?

Here is the troubleshoot of the light from Koodo https://www.koodomobile.com/en/help/understanding-your-modem-and-router?srsltid=AfmBOorgG1YclqOYeTre1wq7z9uKiX9MLDW3Y2XgfWKK0j_WhlamNP9s

I’m able to connect to the WiFi. It’s the connection to the internet that doesn’t work. 

If you tried to connect directly to the modem through the internet port and it still doesnt work, then there is definitely an issue, either with the modem, the coaxial port, or the service connection on the backend.

If the modem has already been replaced, then it is more likely to not be the modem that is the issue.

Did you connect to this coaxial port previously for your past internet service?

If you tried to connect directly to the modem through the internet port and it still doesnt work, then there is definitely an issue, either with the modem, the coaxial port, or the service connection on the backend.

If the modem has already been replaced, then it is more likely to not be the modem that is the issue.

Did you connect to this coaxial port previously for your past internet service?

Yes I used the same coaxial cable that was used with the previous internet (Teksavvy), which worked perfectly fine. I’m considering returning to them because of this issue and the poor customer service at koodo. If its the coaxial cable, shouldn’t I have a technician visit my home if that is what is causing the problem? 

There is not much we can do here on the forum to do anything more than basic trouble shooting.

You will need to request a callback and speak with a tech again and see if they will send a technician or look further on the back end

Okay thank you. I will do that and see what happens. 

Hello, 

I’m having trouble getting my new home internet to work. I’ve followed all the instructions that Koodo sent me (the QR code on box for the modem). 

Follow everything exactly. All the lights check out and everything is good so far.

Modem - 4 green solid lights indicating that I’m connected to the internet. With the 5th light WLAN/LAN light coming up orange.

Router - All 3 green lights are on and holding solid. Indicating everything is good to go.

 

Koodo has sent me another modem to try, with the same result. I’m reaching out here as a last resort, if I’m not able to fix the problem, I will have to cancel the service.

 

Same! How do we request a call from a technician? All I've gotten was being referred back and forth from the AI assistant to their robotic voicemail… who sends me back to their useless AI

I’m pretty sure you’ll have to schedule a call-back through the AI bot. Unfortunately I’ve had to cancel my internet with Koodo as nobody was able to help me out. I’ve gone back to my old ISP. 

Yes please request a callback via Koodo assist

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

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