No internet since 2 days, Problem with ONT

Hi Nora.

I will type only here, no worries.

Well I have tested it with different cables, good cables and also with two routers.

On the ONT:

Power LED = Always ON;

PON LED = Always ON;

Lan LED = Always OFF, since 3 days ago.

Nothing is blinking on the ONT.

Test already made with two routers, and with two different ethernet cables. LAN between routers and ONT never goes ON.

Tested wired connection between Router and PC, connection works well, there is data being transferred and the LAN lights turns on on router and on PC.

Tested wired connection between ONT and PC, connection does not exist. Even after adjusting subnet mask and changing adapter to VLAN 300. The ont does not recognize the signal on its LAN port.

The same problem happened 9-10 months ago and the technician changed the ONT on the spot and everything is working properly. I told it to the phone lady and she ignored it, followed protocol with a new Router that I believe I do not need.

Probably I will test the Modem later today and I will still be without internet.

Looking for your support.

Sincerely,

Hi ​@dworlitz, I see that we have sent a new ONT to you to replace the current ONT! You also have received an email from Guidion to make an appointment. As soon as you have received the ONT, you can schedule an appointment with a technician, so that they can install the new ONT for you. Will you let me know if everything works the way it should after the technician has visited you? 

​@Nora van Odido Need your help with the Odido router charge. When my ONT stopped working the lady in training on the phone insisted in sending me a new router that was not necessary. After a week the technician arrived in my house and changed the ONT everything is working since then but the router was forgotten in my store unopened. Now I received a 75 EUR charge and I do not think it is fair to pay for it. Could you please send me a return label so I can send it back?

Hello ​@dworlitz 

You'll need to connect the T75 and return the current router because the T75 is officially attached to your subscription.

Simply pack it, add a note with your customer details. Deliver the parcel to DHL and tell them that it needs to be returned to Odido. There's no label needed.

Hi ​@dworlitz, thanks for the clear explanation, and good to hear the technician solved the ONT issue for good. I understand it feels unfair to pay for a router you never even used, so let's sort this out!

​@Waqqas is right: since the T75 is officially linked to your subscription, you'll need to keep and connect this router and return your previous router instead. Here's how that works:

• Pack the old router in a box.
• Add a note with your name and customer details.
• Drop the parcel off at a DHL ServicePoint and let them know it needs to go back to Odido.

One important thing: make sure to keep the verzendbewijs (proof of shipment) you get from DHL. This is your proof that the router was returned, in case there's ever a question about it. Let me know once you've sent the router + the track and trace code. I'll check the status of your return then and make sure you won't have to pay the fee.

Hi ​@Cem van Odido I have sent all the Odido devices I had, even faulty ones. I got a 75 euro charge with my montlhy subscription on the factur TMT1068442837 on the 14 of October. Could you please check it and request the reimbursement?

Thank you.