Hallo @Niqe, van harte welkom op onze Community! Ik kijk graag met je mee naar een oplossing hiervoor. Echter, is het niet de bedoeling om in meerdere topics te reageren over hetzelfde onderwerp. Op die manier wordt het onoverzichtelijk voor ons en dit staat ook in onze huisregels vermeld. Ik zag dat je al een eigen topic hierover had gestart: 

Ik zal zo snel mogelijk in je eigen topic terugkomen met meer duidelijkheid! 

10 days ago, I made a subscription with Odido. I bought a new iphone, I applied to transfer my number and took an Unlimited Plus. I even applied to transfer my home internet to Odido and they will hopefully visit us tomorrow to connect our fiber. I received my phone together with a SIM card. But then, because of a huge mistake made by my ex-provider's employee (really a long story), my number porting request has been rejected a couple of times and I had to give up transferring the old number but just continue with the SIM card and the number provided by Odido. I did it, I started using the number, announced to everyone that this is my new number but then I realized there is a problem connecting mobile subscription to my account. Every time it throws an error (screenshot attached). I talked to the call center many times, I visited Odido store also but nobody could solve or provide any opinion to solve. My subscription is just hanging somewhere there but nobody can help connecting it to my account. I cannot use my Amazon prime due to that as well. We were planning also to transfer my wife to Odido to use together unlimited package but due to the problem, we cannot also do that. 

Please provide a solution. Otherwise, probably I will have to cancel my subscriptions before 2 weeks period ends (this week).

Hi Teresa, 

Ik krijg mijn odido internet en tv abonnement niet gekoppeld aan mijn mobile abonnement. 
Bij het koppelen krijg ik de melding:

“Onbekend adres

Het opgegeven aders komt helaas niet voor in onze systemen. Controleer je gegevens en probeer het nog eens”

Terwijl het opgeven adres wat erboven staat klopt. De servicedesk verwees mij door naar de odido community, omdat zij geen bevoegdheden hebben om mij hierbij te helpen.

Hopelijk kun jij dat wel.

Hi ​@ugur123, welcome to Odido and welcome to our Community! Thanks for filling in your profile. I see why you can't add your subscriptions in 1 Mijn Odido account. Your mobile subscription has the initials U. While Internet + TV has M.U. To add both subscriptions in 1 account, they need to have the exact same information. I just sent you an e-mail that you can reply to with a copy of your ID. Please let me know once you've done this, so I can make sure both subscriptions are on the initials M.U., and then you will have both subscriptions in your account in no time! 

Hoi ​@dtvanworcum, leuk dat je zowel mobiel als Internet + TV bij ons hebt! Ik heb direct met je meegekeken en ik zie op hetzelfde adres als mobiel niet direct een Internet + TV abonnement staan. Wil je voor mij je Internet + TV klantnummer en je geboortedatum toevoegen aan je profiel? Dan kijk ik graag met je mee! 

Hi ​@Marciano van Odido ,

I replied to your e-mail and sent my ID copy. Please make relevant changes and align both subscription data. Let me know if you do that.

Thanks in advance.

Hi ​@ugur123, thank you for your quick reply! I just changed your initials for your mobile subscription. Please give the system 15 minutes te process this and then you should be able to add it to your Mijn Odido account. Please let me know if it worked for you!

Hi ​@Marciano of Odido,

Unfortunately, it did not work again! I also called the call center again (for the 5th time for the same problem) today and they did not also find a solution.

Hi ​@Marciano van Odido, 

I retried it again this morning but got the same error. It has been around 10 days and nobody could resolve my issue. Maybe there are some technical departments to escalate this problem or register me from scratch to make a clean re-start? It is really annoying! 

Hi ​@ugur123, crazy that it doesn't work, I see that everything is set up correctly and pairing should work. Let's set everything all over again. I just deleted your current account with your Internet + TV subscription. Can you now create a new account via our website and then link both subscriptions? If you try in the app, delete it first and then try again. Or try it via a browser/laptop version to see if that works. 

If you still get the same message after that, then something is technically wrong and we will forward a case for you to our IT team so they can investigate it for you. 

I look forward to hearing from you! 

Hi ​@Pharwin van Odido,

I recreated an account but again the same error. I am really fed up with this errors of Odido and it has been 2 weeks. It took me many calls, entries, store visits but no solution. There is also a case created for this (74410937) but no solution! Your IT team is not also solving it unfortunately. Please tell your relevant technical departments to directly communicate this with me by calling! I don't have any more patient to wait really. Honestly, I am now thinking whether to cancel my contract or not because I have 1 day left for 2 weeks trial.

Thanks,

Ugur

Dag Marciano,

Ik heb mijn gegevens aangevuld.

Hi ​@ugur123, In that case, something seems to have gone wrong from our side, apologies for the inconvenience. I took a look at your case and I see that's a different case, that was about receiving new equipment. That was also requested for you I can see back in the case. 

As for linking your subscription, I created a new case for you and put it through. The reference number is: 74496836. At this time, the processing time is 14 days due to busy times. They might well pick it up in a few days, but keep in mind that it could take up to 14 days before you can expect feedback. This will be by phone or email. Apologies that it cannot be resolved sooner at this time.

If you have any other questions in the meantime, feel free to ask! 

Hi ​@dtvanworcum, ik heb direct meegekeken en ik zag dat de naam en toevoeging bij je huisnummer niet overeenkwam bij beide abonnementen. Bij je Internet + TV abonnement stond D. (je achternaam) en bij de toevoeging de cijfer 2 en bij je mobiele abonnement D. van (je achternaam) en bij de toevoeging II vermeld. Deze heb ik nu voor je aangepast, alles komt nu overeen met elkaar. Kun je nu proberen om het abonnement toe te voegen? Het zou nu moeten lukken. 

Ik hoor het graag van je!

​@dtvanworcum Fijn dat het is gelukt, geen dank en graag gedaan! Als we vanuit deze kant nog iets kunnen betekenen, laat het dan gerust weten. Voor nu alvast een heel fijn weekend gewenst!