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Beantwoord

Complaint

M
  • Michał
  • heeft eerste post geplaatst
  • 1 reactie

Dear Odido,

I am reaching out again regarding my internet service, which has been down for almost two months. Despite calling customer support frequently, no solution has been provided, and the situation remains unchanged.

I work from home, and my TV relies on an internet connection, making this outage a serious disruption to my daily life. I understand that technical issues can take time, but nearly two months without a resolution is unacceptable. 

I would appreciate a clear update on the status of the repair, including a specific timeframe for when my internet will be fully functional again. I look forward to your prompt response and a solution.

Beste antwoord door Ishana van Odido

Hi ​@Michał, my sincere apologies for this experience. I see that we are really on the sidelines in this situation and are dependent on the network administrator. That is why I cannot give you a specific date. They will come up with a solution as soon as possible. But I want to emphasize that I fully understand your reaction! I would have preferred it differently and this is something we want to take into account internally. It is not nice to have to wait so long, we can learn from this. For now I sincerely thank you for all your patience and I wish you a nice day! 

Bekijk origineel

3 reacties

Ishana van Odido
Moderator
Forum|alt.badge.img+4
  • Ishana van Odido
  • Moderator | Internet + TV
  • 2241 reacties
  • Antwoord
  • 29 maart 2025

Hi ​@Michał, my sincere apologies for this experience. I see that we are really on the sidelines in this situation and are dependent on the network administrator. That is why I cannot give you a specific date. They will come up with a solution as soon as possible. But I want to emphasize that I fully understand your reaction! I would have preferred it differently and this is something we want to take into account internally. It is not nice to have to wait so long, we can learn from this. For now I sincerely thank you for all your patience and I wish you a nice day! 

M
  • Michał
  • Auteur
  • heeft eerste post geplaatst
  • 1 reactie
  • 7 april 2025

Dear ​@Ishana van Odido 

Thank you for your response. However, the issue remains unresolved, and I have not received any information regarding my connection. Becasue of that I decided to cancel my internet subscription in order to switch to a different provider. Furthermore, I was informed that I would incur a penalty if I choose to cancel my mobile phone subscription as well. Since I purchased the mobile and internet services together to receive a discount, I do not believe this decision is fair. Therefore, I kindly request to cancel all my subscription, including the mobile one without any additional penalty.

Sincerely,

Michal

Pharwin van Odido
Moderator
Forum|alt.badge.img+8

Hi ​@Michał, we understand the sentiment very well and also your choice. We will miss you, of course! If you decide to cancel your mobile subscription as well, this can only be done by phone by calling: 0800-0092. This can be done from Monday to Friday from 08:00 to 18:00 and on Saturday from 09:00 to 17:30. We can no longer process cancellations through this channel, sorry! 

If you are still under contract for your mobile subscription, you will have to buy it off. You then pay 50% of the monthly costs for the remaining months and the phone credit you still have open (if you have one). My colleagues can tell you over the phone how much this would cost. Keep in mind that you alwyas have one month's notice. 

If you have any other questions, feel free to ask. We're here for you! 

 

Vind je antwoord in onze Wiki: https://community.odido.nl/knowledge-base of start een nieuw topic.

Reageer


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