Question about cancellation/withdrawal period – connection activated yesterday

Question

Hi Odido,I would like to ask for some clarification before I take any action regarding my current Internet contract.I accepted an offer for a new Odido Internet subscription several months ago. I had no Odido Internet subscription before this. However, the actual installation and activation of the fiber connection only took place yesterday, because the fiber infrastructure was not ready earlier.I have now noticed that Odido is currently advertising an offer for what appears to be the same Internet subscription at a significantly lower monthly price (for the first 6 months) than the offer I accepted several months ago.For this reason, I would like to know whether I can:withdraw/cancel my current subscription within the applicable 14/15-day cooling-off period, since the connection was only activated yesterday;	do so without being charged the remaining months of the minimum contract period;	and if possible, switch directly to the currently advertised offer without having to formally cancel the service, return the current modem, and receive a new modem.I would be happy for Odido to simply adjust or replace my current contract with the new offer if this is administratively possible.I contacted customer service today, but I was told that I cannot cancel without paying for the remaining months because the original offer was made a few months ago. This is what I would like clarification on: does the cooling-off period for a newly installed Internet connection start from the original order date, or from the actual installation/activation of the service?I would like to understand whether I can legally/contractually withdraw from the current agreement given that the service was only activated yesterday, and then potentially enter into a new agreement under the current offer. I would appreciate a written response from an Odido moderator before I submit a formal cancellation, as I do not want to accidentally trigger an early-termination fee if I am in fact still within the applicable cooling-off period.Thank you!

Des2000 · Accepted Answer

HiIf you are still within the 14-day period following delivery, you can cancel the subscription without incurring a penalty.Please note: if you cancel, it is best to submit a new application a few days later.This is to prevent any potential conflict with a cancellation/application at the same address.You will be without an internet connection for up to 2 weeks, as the entire process will then start all over again.You will need to return the current modem.Odido will first need to cancel your fiber optic line with the network operator.Then a new appointment will need to be made with a Guidion technician on a date and time frame that suits you.The Guidion technician will also bring a new modem.If you wish to do this, you can arrange the cancellation via Odido's cancellation department.It is not possible to handle this administratively.Offers come and go, so yes, sometimes you might miss an offer.Des

Nora van Odido · Answer

Hi ​@Ty7, I completely understand that you want to be able to use our newest promotion! I would love to give you more clarity on this. Your 14 day cool-off period starts from when you have a working connection with us, not from when you have placed the order. So you should still be able to cancel the contract. It is technically not possible for us to change your current order with the new promotion. So as ​@Des2000is saying, once you have cancelled the contract, the entire process needs to be started again which will result in you being without a connection for at least 2 weeks. If there was a way to bypass this, I would happily do this for you, however this is technically not possible.The fastest way to arrange the cancellation is by callingto 0800 7123. My colleagues are available on weekdays from 8:00 a.m. to 8:00 p.m. and on Saturdays from 9:00 a.m. to 5:30 p.m. Otherwise I would love to help you with this.I’ve just sent you a private message from our Moderator account to verify your details. Once the verification is complete, we’ll continue the conversation in this topic. We do this to ensure that a colleague is always available to assist you. I look forward to receiving your reply via private message!

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