No Internet Connection (fiber optic) since Monday (28.07)

Hello ​@Maksym 

The issue is indeed outside your house. Can you fill in all the privé fields in your community profile so a moderator can check this for you.

Hello ​@Waqqas !
Thanks for the advice. I've updated my profile.

Hi there ​@Maksym, thank you for sharing this! I am sorry that you are offline. What I do see is that there was contact earlier and that our backoffice was informed. They informed the gridoperator, who needs to fix this for you. You will hear from them soon. Please know that when you are online, we will credit this offline period for you!

Yes, I received an email last Thursday that the network operator will contact me within 5 business days. Unfortunately, no one has contacted me yet, so I still don't have an internet connection.
Now it's been over a week without an internet connection, which is very frustrating, but I hope it will be resolved soon.

Thanks ​@Maksym, I understand. We are waiting at this moment as well. I have asked our backoffice to get informed by the gridoperator on what we are waiting currently. Hopefully this will speed it up!

​@Cheyenne van Odido Could you please help me know if there are any updates and when approximately my issue can be fixed?
In the period from July 24 to today (August 13), I have had an internet connection for only 2 days out of 20 days. Every time I call the support, I get the same answer that someone will contact me or a technician will come - but it has never happened. 
I don't have the time or inclination to call support daily and receive the same answers.
How should I notify Odidio that I haven't received the services from my subscription?

​@Maksym Of course, I'm happy to assist! 

I've immediately looked into our system to see what's going on. From what I can tell, the network administrator tried to contact you. However, the only contact number we have registered for you is the expat line. In your community profile I do see a mobile number ending with -643. Are you available on this number? If you can confirm this for me, I will update the contact information and inform my colleagues immediately.

Hello ​@Teresa van Odido !
Yes, I’m available on the number from my profile. 
Thank you for looking into it! 

​@Maksym Thank you for your confirmation, I've immediately informed my colleagues from the Back Office. They will inform the network administrator as well, so that they can contact you. 

Please let me know if there is anything I can do for you in the meantime. Always happy to help! 

Hello ​@Teresa van Odido !
Are there any updates on my case?

On Thursday I got a call from Odido to confirm my phone number.
Unfortunately, since then, no one has contacted me about my case, and I still don't have an internet connection. 

​@Teresa van Odido 
I've received an email to create an appointment with Guideon. 
I hope the technician will help resolve the issue.
Thanks for the assistance!

Thanks for letting me know ​@Maksym! Could you give me some feedback afterwards? Hopefully, the mechanic will be able to fix the problem!

Hello ​@Tommie van Odido ! 
The technician has completed the investigation. He mentioned that the signal isn't reaching the connection point at home.
He created another ticket to fix this issue, and another technician should contact me in 1-4 business days.
I received by email the summary of the work he did with following comment: 

Geen licht. Bij klant. Lichtpen komt niet aan in de pop. Op geen enkele poort. Ergens is de lijn onderbroken tussen pop en Ftu.
Graag netbeheerder aansturen voor infraherstel.

Meanwhile, could I ask for vouchers for unlimited mobile internet for me and my partner?

Hi ​@Maksym, of course you can, I've sent you a few voucher codes via private message! 

The ticket is still being handled by our technical department. Could you please keep me informed? Thank you in advance.

Hello ​@Tommie van Odido ! 
Thanks for the vouchers.
Another technician from ODF came today, and he confirmed that the optical fiber cable was broken somewhere between the house and the distribution point. He mentioned that someone will fix it (I understood it will be either ODF or another company).

It looks like this issue won't be resolved quickly. So, previously, I had VDSL internet from T-Mobile/Odido, and the connection point is still there. 
My question is, is it possible to use it again until it is resolved?

And if that's not possible, I have a spare mobile phone which I can use as a 4G modem by connecting it to the router. Is it possible to get a prepaid SIM card from Odido that I can use to apply vouchers for mobile internet?

Hello ​@Tommie van Odido ! 
Are there any updates on my case?
Additionally, could you please review the question in my previous post?
I would appreciate it if I could use one of the solutions I mentioned while the connection is being fixed.

Hey ​@Maksym,  I have looked into it for you and can see that a technician rewired the cable on the 27th, but there are no further updates beyond that.

I have requested that the ticket be treated as urgent and increased its priority, so it should be dealt with more quickly. Unfortunately, it is not possible to set up a DSL connection because you already have fibre optic, which makes it technically impossible. You can purchase a prepaid SIM card from one of our shops, after which I will send you a voucher code. This will give you unlimited access to our 5G network. If you send me a photo of the receipt for the SIM card, I will reimburse you for the cost. These costs will be settled and reflected on your next invoice.

Hello Tommie!
I bought a prepaid SIM from Odido to use in my spare phone as a hotspot until the fiber optic connection is fixed. 
I've attached a check to this message (couldn't send it via private messages).

Yesterday, I received an email requesting a new appointment for a technician, and I scheduled it for today. I hope it will be resolved soon.
I will post an update after the technician visits with the result.

Thanks for helping with my case. 

Hey ​@Maksym, thank you for the receipt, I have reimbursed you immediately. This amount will be settled and will be reflected on your next invoice. Please keep me informed about the mechanic. Hopefully he can fix it! 

Hello ​@Tommie van Odido 
The technician mentioned that the signal isn't reaching the connection point at home.
I received by email the summary of the work he did with the following comment:

Klant heeft geen diensten
Lichtpen komt niet aan in de PoP
Call doorzetten aub 

I think it's already the third time with the same conclusion from different technicians.

Is it a localized problem with the cable to my home or a broader issue in the neighborhood? 
Is there an expected date for the fix?

The internet connection is crucial for my work, and I have now been without an internet connection for more than a month.
Also, I will need the vouchers for the internet again.

Hey ​@Maksym, thanks for the feedback! I've been told that the connection should be restored, but apparently the ONT is not switched on. Could you please check if it is switched on and/or perform a full power reset?

Powerflip:

1. Unplug the modem and the media converter/ONT from the power outlet.

2. Wait for at least 10 seconds.

First, reconnect your Media Converter/ONT and allow it to start up for 30 seconds. Then, only reconnect the modem to the power supply.

3. Plug the modem back into the mains and wait for everything to start up completely.

4. Check whether the connection is stable.

To be on the safe side, I have sent you two new vouchers. Could you please let me know if the ONT comes back online?

Hello ​@Tommie van Odido ​! 

I keep the ONT and router switched on. 
I performed a full power reset according to the steps you provided, but I still experience the same behavior. 

• PON light: off
• LOS light: blinking red

I've attached images of my setup to this message.

So what are the next steps?

Thanks for the vouchers.
 

Hey ​@Maksym, thank you for the feedback. I have just added this to the ticket, and the technical department will look into it shortly. I think Guidion will need to come by again to take a measurement from the home to the neighbourhood exchange. Hopefully, that will finally solve the problem!

Hello ​@Tommie van Odido ! 
Thank you for the vouchers and for your support with my case.
So, as I understand, I should expect another email/call to set up an appointment with Guidion? 

I do indeed assume so ​@Maksym. At the moment, I have to wait until the ticket has been picked up by our technical department, then I can give you another update on this!