Which phone do you have?

Have you tried resetting your phones’ network settings?

To reset network settings on an iPhone, turn iCloud Keychain off by going to Settings and tap on your Apple ID (where your name, Apple ID, iCloud, Media & Purchase appear). Tap iCloud, then look for and tap on Keychain, toggle iCloud Keychain off.

Turning off iCloud Keychain preserves Wi-Fi passwords, Safari usernames & passwords and credit card information.

Next, go to Settings > General - scroll down to Transfer or Reset iPhone. Tap Reset, then select Reset Network Settings - enter your passcode and wait for your iPhone to reboot. Remember to turn iCloud Keychain back on when your iPhone has rebooted. 

For Android phones, the menu system varies slightly from one device to the next. Resetting network settings is often found by going to Settings > Backup and Reset and following the prompts or by typing ‘reset network’ in the Settings search bar. 

For iPhone and Android, this procedure restores cellular, Wi-Fi and Bluetooth to their factory default values and does not erase anything from your phone. You may have to re-pair Bluetooth devices (if applicable) and VPN settings will have to be reconfigured (if applicable). Wi-Fi passwords may need to be re-entered (Android).

Try resetting your phones’ network settings, first. If still no luck, please schedule a callback using Koodo Assist and a rep should be able to resolve the issue.