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15 May 2024
- 13 replies
- 105 views
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KevinPhillips
- Connector
- 6 replies
I am trying to log in to the self service portal via the pre-paid login page, and I’m getting the following error:
I’ve tried private browser windows, several different browsers (Chrome, Firefox, Safari) and several different devices / computers, all with the same results. Is the page down for maintenance or something? Where can I see whether there are any scheduled outages?
13 replies
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KevinPhillips
- Author
- Connector
- 6 replies
- 4 days ago15 May 2024
To make matters worse, I couldn’t sign up for a new account here on the community page with the same account / credentials as I use for my self service account, because it kept redirecting me to the self service login portal.
Also, I was unable to get through to someone on the online chat bot because every time I told it I already had an account it asked me to first log in to the self serve portal, but that was the very reason I was asking the bot for help.
Koodo needs to do a better job at making planned outages (if that is what I am seeing) documented in a prevalent location, with expected times for the services to be restored. And the chat bots really need to be smarter to allow for cases where users can’t log in to the web portal.
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Userlevel 7
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MilkyWay
- Mobile Master
- 5421 replies
- 4 days ago15 May 2024
I am trying to log in to the self service portal via the pre-paid login page, and I’m getting the following error:
I’ve tried private browser windows, several different browsers (Chrome, Firefox, Safari) and several different devices / computers, all with the same results. Is the page down for maintenance or something? Where can I see whether there are any scheduled outages?
It is showing the same page for me. I would suggest you to try later once they have completed the maintenance.
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KevinPhillips
- Author
- Connector
- 6 replies
- 4 days ago15 May 2024
I am trying to log in to the self service portal via the pre-paid login page, and I’m getting the following error:
I’ve tried private browser windows, several different browsers (Chrome, Firefox, Safari) and several different devices / computers, all with the same results. Is the page down for maintenance or something? Where can I see whether there are any scheduled outages?
It is showing the same page for me. I would suggest you to try later once they have completed the maintenance.
When is “later” exactly? Is this outage reported or documented somewhere?
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Userlevel 7
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MilkyWay
- Mobile Master
- 5421 replies
- 4 days ago15 May 2024
When is “later” exactly? Is this outage reported or documented somewhere?
No, there is no exact time. You can check in the next few hours.
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KevinPhillips
- Author
- Connector
- 6 replies
- 4 days ago15 May 2024
When is “later” exactly? Is this outage reported or documented somewhere?
No, there is no exact time. You can check in the next few hours.
Is there at least some place to go on the website to see reported outages?
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Userlevel 7
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MilkyWay
- Mobile Master
- 5421 replies
- 4 days ago15 May 2024
Is there at least some place to go on the website to see reported outages?
Not that I am aware of. Which kind of issue are you experiencing?
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KevinPhillips
- Author
- Connector
- 6 replies
- 4 days ago15 May 2024
I just needed to check some status on my account, and it was pretty important. So the timing sucks. The information provided on the landing page when the login isn’t working is completely unhelpful. The tools available to try and self-diagnose this problem are either very limited or non existent because they directly depend on the user being able to get access to that self serve portal. It’s just making for a frustrating experience, unfortunately.
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Userlevel 5
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Oliver C
- Hero
- 275 replies
- 4 days ago15 May 2024
Hi there,
no there is no time frames for site maintenance, though they do only tend to take a few hours so you just gotta wait as
edit: if you’re looking for specific account information then I really do suggest reaching to a rep via the methods I mentioned as they should be able to tell you everything you need to know, that or stop in at your closest Koodo kiosk or Telus location 🙂
Just a guy trying to help out 🙂
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Userlevel 7
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MilkyWay
- Mobile Master
- 5421 replies
- 4 days ago15 May 2024
I just needed to check some status on my account, and it was pretty important. So the timing sucks. The information provided on the landing page when the login isn’t working is completely unhelpful. The tools available to try and self-diagnose this problem are either very limited or non existent because they directly depend on the user being able to get access to that self serve portal. It’s just making for a frustrating experience, unfortunately.
You may want to schedule a callback through Koodo Assist and speak with a rep about the status of your account. https://koodomobile.com/prepaidchat
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KevinPhillips
- Author
- Connector
- 6 replies
- 4 days ago15 May 2024
Sounds good. Thanks for the help.
If there are avenues to make suggestions, I would recommend adding something to the queue to make questions like this directly obvious and on-the-nose for users. Even if the error message on the landing page said something like “scheduled maintenance - please check back after 22h00 or something” it would saved me a lot of time and frustration this evening.
More generally, given that Koodo is100% online / virtual and 100% self serve oriented, it is very concerning that outages are not clearly communicated on the main website, including expected start and end times. Outages of any kind for virtual service providers is typically near 0, and even when they happen they are typically measured in minutes, not in hours. Sorry for the rant btw …it has just been a long day.
I will follow up with one of the other avenues like what you have suggested. Thanks for your help.
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Userlevel 5
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Oliver C
- Hero
- 275 replies
- 4 days ago15 May 2024
Sounds good. Thanks for the help.
If there are avenues to make suggestions, I would recommend adding something to the queue to make questions like this directly obvious and on-the-nose for users. Even if the error message on the landing page said something like “scheduled maintenance - please check back after 22h00 or something” it would saved me a lot of time and frustration this evening.
More generally, given that Koodo is100% online / virtual and 100% self serve oriented, it is very concerning that outages are not clearly communicated on the main website, including expected start and end times. Outages of any kind for virtual service providers is typically near 0, and even when they happen they are typically measured in minutes, not in hours. Sorry for the rant btw …it has just been a long day.
I will follow up with one of the other avenues like what you have suggested. Thanks for your help.
Yeah I 100% agree, especially as you said they’re going all virtual with any kind of assistance. Hopefully they do something like that in the future. I hope they get you the information that you need 🙂 I wish you luck.
Just a guy trying to help out 🙂
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KevinPhillips
- Author
- Connector
- 6 replies
- 4 days ago15 May 2024
Just worth noting that the self service portal is still down, and it’s been more than 3 hours now …how long should we have to wait for this to get fixed?
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Userlevel 7
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Allan M
- Mobile Master
- 11747 replies
- 3 days ago15 May 2024
Although I don’t have anything to add to your valid points about timing, notices, etc, I can say that self serve does appear to be back up and running.
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