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Good Morning,

Since yesterday (23 November 2024 at 15:40) I have no Internet.

My router failed to renew DHCP (WAN) at that time and cannot get a DHCP address (WAN) since then.

I called customer service and was able to get hold of a technical person (Andreas, thank you) but got disconnected during the call and then it was past 17:30 when customer service closes.

All lights on the Huawei NTU are green. All lights on the Zyxel router are green, only the Internet Globe on the router is red. Logging in the router confirms it’s not getting DHCP on the WAN.

I have reset the router to factory defaults (T-56), replaced the UTP cable : the same issue persists.

 

T56 router - Internet globe RED

 

NTU - Seemingly normal operation

I see folks reporting issues in Den Haag since yesterday about the same time, some has NTU with red lights (which seems to be pointing to fiber or authentication issues) some are different than mine.

 

Is there a structural issue going on or should this be handled one by one ?

 

I work remotely so it’s very important for me to have Internet so I hope this can be resolved quickly. I would appreciate an internet voucher to at least have some sort of Internet until there is a solution.

 

One remark : I picked up my first mobile subscription from Odido on Thursday, 3 days ago. I hope adding that subscription didn’t change something in my home Internet that’s causing this issue. It’s just a side information to help orient technical troubleshooting.

Just spoke to customer service then the technical department. They couldn’t find the issue but also mentioned that the higher level techs only work on weekdays and they will need to transfer a ticket to them to get this looked into. They will contact me in 24 hrs.

I was given a mobile voucher for 7 days.

I hope this can be fixed quickly, my Odido fiber connection has been working flawlessly up to now.

So there was no contact in 24 hrs, I called again this morning to see what’s going on. It seems that the ticket which was created over the weekend didn’t contain any useful information (eventhough I explained everything in great detail) so it was rejected/closed. A new ticket was created this morning to rectify the error and a link was created to get a schedule for the monteur (Guideon) to visit. I was told the link will be with me in 30 minutes (this was at 10:00).

No link came so I called again just now (13:13). They looked and now they are saying the back office needs to check and investigate first and decide if a monteur is sent. Also their response time is 72hrs not 24 hrs as it was told earlier. So it looks like i need to wait for another 2-3 days.

​@Demi van Odido : you helped me greatly with the last steps of the installation back in March 2024 (thank you again). Would you be able to help and identify where the bottleneck is and help speed things up ? While i got the unlimited voucher for 7 days, mobile internet is a horrible way to work from home because of the latency and upload speed.

 

It’s nice to see that other people get help from the moderators. What do I need to do to get the same ? In the past, there was always some reaction but now nothing.

The backoffice will need to check upon your connection and make a decission what the trouble shoot path will be. New equipme t, settings in the central systems a visit of a guidiion engineer or a callout to the grid provider etc.

The reponse time of that departement is indeed a few working days. In the meantime the only things what customer care or a moderator can do is give you a mobile voucher. 

Thank you ​@eric 

I have just received an email that Guidion will send an email with visit options.

Guidion was here and replaced the ONT which fixed the issue. Thank you Soeresh from Guidion, it was a great job. Thank you Odido for restoring service quickly!

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