Hi @KatAlm, I am super sorry for this experience with us. I can see that you are offline for a week now. Guidion wanted to fix this but saw that the issue doesn't lie in our domain and we need Open Dutch Fiber (the network administrator) to fix this issue. We have informed them and are now waiting on a reply or fix. I want to be honest and say that at this point, there is not much I can do. As the problem lays outside our own domain, we need Open Dutch Fiber to fix this. We are now waiting and keeping an eye on the investigation.

Have you received extra data on your mobile subscription if you don't have Unlimited data? If I can help you with this, please let me know. Also please be aware that we will credit the costs of the subscription for the time that you were offline, right when you are back online!

Hello Cheyenne,

It is not out of your hands of you represent Odido and only Odido can push ODF to actually come and fix the internet connection to my house! That is a wrong statement and a poor excuse. The correct statement is that it is our of MY hands. I cannot do absolutely anything other than call Odido every single day and get frustrated with lack of responses or a complete contradiction by your call center people.

You are the responsible and liable party in this process. I do not care if it’s ODF, or whatever technical company who comes and fixes my internet. I pay YOU ODIDO, not ODF. So I don’t even want to hear that is not your fault and it is out of your hands. That is a ridiculous excuse and I do not accept it. Take responsability! 

It is proposterous that if the problem is lying on the lack of efficiency from a service you are partnering with, that your only solution is saying that you cannot do anything. I am calling everyday and writing everywhere to get your attention and finally get this ridiculous issue fixed. Why aren’t you at least showing me the same courtesy and apply the same pressure to the incompetent people at ODF???! Or better yet, hire an external service to go there and fix it! Fix it yourself! Send you boss to fix it! Send you dog! I don’t care!!! GET IT FIXED! Unacceptable!

If I were to stop paying your subscription for only 1 day, you would send the firemen, police, prime-minister and even the incompetent slak of ODF to come and collect your money, so why aren’t you acting the same when the problem comes from your faulty insternal systems????!!!

I do not accept this insane and unprofessional justification that because ODF needs to go there, than ODIDO cannot do anything. I simply don’t!!!! I will continue to write and call and complaint, until you do your job and provide the proper service an internet provider should provide!

The ODIDO Guidion mechanic told me that if you reschedule another Guidion appointment perhaps he will be able to access the Network Station associated to my house and fix the stupid connection. Given that ODF is completely incompetent and I can already forsee that the 5 days of deadline to fix the issue is not going to be respected, I want another Guidion appointment so the mechanic can try and have access again. So if you really want to help cheyenne, PLEASE schedule me another appintment for a Guidion mechanic.

Can you do that, or are you just bluffing that you “would love to help”??

Hi @KatAlm! I just wanted to let you know that the ticket is still outstanding at ODF. Don't worry, though! They'll pick this up for you soon and hopefully resolve it soon! 

“…So if you really want to help cheyenne, PLEASE schedule me another appintment for a Guidion mechanic.

Can you do that, or are you just bluffing that you “would love to help”??..”

… Right, you bluff… Ridiculous service! It’s 9 days without internet now! ODIDO IS TERRIBLE! 
I’m blocking my bank account, not paying one single cent for something I don’t have

And by the way, what are my cancellation rights here, given that I don’t have the service I’m paying for???

Hi @KatAlm, I have looked into this for you and I see that a Guidion technician has been sent and you were able to make an appointment with them for today! Will you please keep me updated once they have visited? As soon as you're back online we will make sure to refund the period that you were not able to use our services. 

Hi Nora,

Yes, you can see the appointment from Guidion today because again I had to do Odido’s job and call ODF to question what was the delays to have them tell me that the ticket from Odido’s side had been cancelled!!!! Cancelled! Someone from Odido cancelled my ticket at ODF or didn’t assign the ticket properly! How ridiculous is this??! When I thought that the situation couldn’t be any worse, then it just is. So then, and because I got lucky, I actually got to be transferred to the tech department on the Ofido’s call Center line, and there I was finally able to get the proper help and support I’ve been screaming for the past 2 weeks, and finally get a new Guidion appointment for today. 
 

so this completely debunks all of the arguments your team has been using on this thread that “it’s out of Odido’s hands and it’s on ODF’s domain”. That was FALSE! Right now, and because someone actually took the time to analyse this stupid situation and read back what has happened, he understood that the fact that the first Guidion appointment didn’t work, was simply because the Guidion mechanic didn’t have with him the key to access the network station and so he couldn’t fix the issue. So to be clear, since last Sunday (day of the 1st Guidion visit), there was 2 choices:

1 - Get a ticket to ODF to have them go to the station and fix the connection to my house 

2 - Get another Guidion appointment with the note for him to bring the key to the network station because the issue came from there

Your faulty procedures,  lack of knowledge and ultimately lack of soft skills from 95% of all workers at the suport Center at Odido proliferated this situation into a ridiculous service! A Joke!

had any of you stop and listen for a second instead of writing your bull***t automated messages, this problem might have already been resolved. So no Nora, you don’t see that an appointment from Guidion has been scheduled out of the blue, as if the support department from Odido have been the one to do it, I called and called and ultimately got lucky enough for someone to pay enough attention. All of you and your colleagues at this thread have been nothing but useless and overall frustrating with your empty apologies and promises. 
 

You will only hear from me in a form of complaint if the issue remains unsolved! I owe you nothing in terms of gratification, because you have done nothing!!
 

Hi @KatAlm, my sincere apologies for this experience. I checked it right away and I see that Guidion solved it yesterday. Is this correct? Then I would like to make an appropriate compensation for you! Greetings, Ishana

Hi Ishana,

Yes, it is solved finally. As I said before, all I needed was a guidion appointment. Sad that it took so long for Odido to provide the necessary support. Disappointing really. Please contact me accordingly through my allocated email on my account for the compensation. Let’s see if Odido has a lessons learned system implemented and at least on the compensation side of things, things run smoothly. Should be a no brainer here..

Thank you for sharing @KatAlm! I will share this experience internally so we can learn for this situation. I credited this periode for you, you will receive an e-mail confirming this!