Unlimited Plus internet does not work with Samen unlimited in Turkiye

Hello ​@ugur123 

Does your Odido account say unlimited Basis for the samen unlimited subscription?

Does restarting the phone help? Also try manually selecting another network provider.

Make sure mobile data and roaming are active.

Do you have any open invoice or a betalingsregeling?

When you look in the Odido app you see your subscription as "unlimited plus'? And you started this subscription after 5 september 2023? 

The reason I ask is as there is also an "old version" Unlimited Plus, that is not having Turky in the bundle.

When YOU apply for a Samen subscription,  that is only possible with new or prolonged subscriptions after 5 september 2023. Than automatically the samen subscriptions are the same as the main subscription,  but cost only €20,-

​@eric We became Odido after 5 september and being able to use it in Turkiye was the very specific reason to choose Odido. I habe unlimited plus which is working fine but my wife's samen unlimited which was contracted as unlimited plus is registered as unlimited basis in the app probably accidentally which need to be taken care of and that cost us time, money, etc. 

​@Waqqas We do not have any open invoice no everything paid on time. We tried everything. There is obviously a registration issue caused by Odido. We expect an immediate response and also refund. This was the reason why we chose Odido but since day one, it was alwas problematic.

Hello ​@ugur123 Great that you use Samen Unlimited, nice! How nice that you are in Turkey, it seems to be very beautiful there. Not nice that your wife is being charged extra, I would be happy to look into this! 

I checked your number and I see that Samen Unlimited is linked to that subscription. Is your wife's number the one ending in ***1423? In addition, I see that she is using Samen Unlimited. 

However, somehow a change took place in the subscription on January 2, 2025. This was changed from 'Profile Unlimited Plus' to a new new bundle: 'Profile Unlimited Start'. With this bundle, Turkey is not included in the subscription, hence the charge. Is that correct that she didn't do that herself? Obviously, apologies for the inconvenience as this does not seem to be correct. We are going to correct this as soon as possible. 

I can't correct it myself. I have therefore immediately forwarded a ticket for her to our IT team so they can fix it for you. The reference number is: 76897983. The processing time is currently 14 days due to busy department. They may well pick it up within a few days, but please note that it may take up to 14 days for her to receive feedback. This will be by phone or email. I have also asked to be reimbursed for the extra costs incurred. They will take care of this! 

Should you have any other questions in the meantime, just let me know! 

Hi ​@Pharwin van Odido 

Thanks for your good wishes! Yes, here is nice but would be nicer if I would not encounter wit again another problem caused by Odido. Yes 1423 is the number of my wife. Today I also called Odido and technical people told me that this samen unlimited was once connected to another already cancelled number that has never been used by us weirdly and that is just a stand alone samen unlimited. How come a standalone subscription can be "samen”? We did not change or requested to change anything on January or whenever since we made our subscription. Obviously something wrong has been registered on our behalf and therefore we have to struggle with this.

Today I called Odido and technical department requested us to be in NL physically to provide a new SIM card which was really funny because we will stay here for 1 month and my wife cannot use her SIM because of Odido employees failure and Odido even charged us for extras. We asked them to provide us at least 60GB data to use for her SIM card for free because this is what we agreed on contract (yes we have unlimited plus samen unlimited contractually) but they told me that we will try to figure it out if we can do that. Come on, you are responsible from your acts and you should fix this not me.

If there is no solution, we will need to buy her a new local SIM card and data bundle which will also cost us more money and time while on vacation. If this is the case, why did I choose unlimited plus and samen unlimited on top? If you cannot do anything what do you recommend me to do? This should be resolved by Odido asap. 14 days are not acceptable even. I am fed up with Odido related problems.

UPDATE: I got in touch with Odido three times through their call center. At the first one, they hanged up on me! in the second, it took more than 1 hour for them to understand my problem. They promised me to return during the day but they did not. I called them back if they can provide an answer but they did not even care. They again promised to call me back for a resolution but no answer, no call, nothing. They are just ignoring it! If you are thinking to become Odido recently, be careful about it. Their customer services is really unresponsive and problematic if you are experiencing something unusual and in my experience, there is a lot unusual.

Hi ​@ugur123 That doesn't sound like the service you would expect from us. I understand the sentiment and I apologize for the inconvenience! It is indeed not correct with her subscription, which is why I also immediately created a ticket and forwarded it to our IT department. They are very busy at the moment. Hence, it may take up to 14 days. They have multiple technical tickets that need to be handled and have priority. I hope they get to your wife's ticket soon and resolve it! 

For now, you can purchase a local SIM card for her. If you can send a picture of the receipt exactly how much it cost, I can reimburse the cost for her by processing a credit note with her subscription. The amount will then be deducted from her next bill. Shall we resolve it this way? 

I'd love to hear from you! 

UPDATE: It has been way more than 14 days and as expected from spectacular(!) Odido service they did nothing and I don’t think they are able to fix any problem anymore. They are even struggling to fix their own small mistakes. The only thing that they need to do was reconnecting my wife's subscription with mine and remove the faulty charging but No. Do not rely on their service, it is non-sense. 

Hello ​@ugur123 I'm happy to look into this for you! What you say is not quite right. I looked right at the ticket I had put through for you and I see that there is an update. It took a little longer than expected because it was a technical figuring out. But I see that a colleague tried to reach your wife yesterday, but we didn't get a hold of her. I'd be happy to provide more clarity on what transpired from the ticket. 

Her subscription with the number ending in ***1423 has been converted to Samen Unlimited, but with profile Unlimited Start. This is due to the fact that her number as Samen Unlimited was linked to the number ending in ***7151. You have discontinued this subscription, so her subscription has been automatically converted to Unlimited Start, which does not include Turkey in the bundle. That's why it turned out this way. 

Her number can be cancelled monthly. If you want her number to also become Unlimited Plus, you can request a new Unlimited Together subscription with Number portability via your account. After one month's notice, her number will be transferred to the new contract, which will fall under your subscription and thus also have the same profile with Unlimited Plus. Then Turkey does fall within the bundle. 

Now I totally understand that it was all not completely clear and you have now incurred additional costs as well. Now I am quite willing to make an exception for this and reimburse half the costs. Can you indicate how much the costs are? I don't see them on your or her invoice. Then I can create a credit for this. Is that a good idea? 

I would love to hear from you!