And even if 400 isn't slow, normally, for basic navigation, it's 5% of the contracted speed and the entire browsing experience is slower than usual due to some other factor (latency looks normal using speed test but it feels like latency might be an issue when browsing, maybe you don't have enough capacity in the backbone to other servers/regions?)

After some tests I am getting a bit more, at least. Hopefully Rosie will be able to save the day.

Surely much better than 400!

Hi @fdamaral, I am happy to see that you have reported to us already that everything is working correctly and you're receiving the correct speed again! If we can help you with anything else in the future, please know that we are here for you and are always happy to help! 

Hi, Nora. That's not the correct speed (on the screenshot) but a few of the tests got the expected seed (7 thousand something both up and down).

I am now trying to figure out exactly what happens but the difference between the new results and the full speed might be related to my operating system or regular network fluctuations that I will investigate further. 

Thanks for your message!

Reduced my speed to 2000 yesterday at night. Went to bed. Woke up without internet.

You're not provisioning my ONT so I have no service. There's no shortage notice for my area and you lovely support could not do anything but open a case for your back office to analyze.

I keep trying to be patient but these things should not depend on a back office or, if that's the case, the back office should talk to us right away instead of asking for a day (or three).

Just turning everything off and on multiple times may solve many customers’ problems but when we call and tell you beforehand we did that to save time (I only contact customer service when there's no other way to fix it by myself) you still require us to repeat everything.

Then, when it's not effective, instead of solving the problem right there, you need to forward “the problem” to another internal department.

I want, more than anybody else, to just use my service quietly in my corner, pay Odido and save my time and yours, but since you rebranded I see myself forced to contact you multiple times and to wait too long for things that should be solved on the spot by a knowledgeable technician on a 24/7 basis over the phone/chat/whatsapp that has enough power to actually do something besides telling us to reset everything or opening cases to be assessed later by “level 2”.

Now I am stuck with a semi functional possibly for days. Even if a technician were necessary it should be a same day visit, as I called in the morning, next day maximum.

Not that I believe you need to send someone as everything seems to be working, I even opened the ONT administrative page and my signal levels are perfectly within range, but you're not provisioning service because of some internal problem at Odido and I strongly believe it has to do with the speed downgrade from 8000 to 2000.

I understand you don't want to give me 8000 for the price of 2000 but you should also know that I also don't want to get 2000 while paying 8000, hence why I downgraded after testing your 8000 service for a few days and noticing I'd not be benefiting from it, sadly, in a consistent manner.

If anybody that cares reads this, please just do something to reprovision my access so I can be online as soon as possible. Or, at least, try. I don't mind helping from my end, as much as possible, but I can't do anything without your help.

Hi @fdamaral, of course I can reprovision your line - no problem! Sorry for the inconvenience the lack of help has caused so far. The reprovision will be active within an hour (approximately). Please reboot the router and the ONT. Thanks in advance!

P.s. Can you give me the last 3 digits (or letters) of the ONT serial number, please? I’d like to re-register this as well.

Hi! Thank you very much! I sent you a private message with the details including the full ONT serial number and Mac Address.

Just received an email from ODF saying you did NOT open a ticket with them yet, and it's been 24 hours after your technician diagnosed the problem being under their responsibility.

I asked for a free USB dongle with a free Sim Card with free data to use as a backup from Odido but I didn't hear from you yet, can you help me with that, so I can control my heat and a few other devices that I am unable to use without internet in the router? Tethering from my phone as an emergency solution isn't suitable when I am almost a week off line already.

Please help!

I can go to your location in Ridderkerk to collect the USB Dongle, the Sim card and whatever else you can send my way to put my entire network with all my smart home devices on line again.

I know it's possible but I can only have it done with your help.

@fdamaral I re-registered your ONT! 

The technician has made a ticket to our Back Office yesterday. They will make a ticket to ODF. However, currently the processing time at this moment is three working days. Because of this, ODF has not received our ticket yet.  

Why processing time? If the technician detected it, it should be instantly sent to ODF.

Thanks for at least saying something, I am trying to get any information and nobody tells me anything.

Also, can you please send me a usb dongle and a sim card via mail or allow me to pick it up for free at your Ridderkerk store so I can plug it to my router and have internet on my apartment. I have smart home devices and I can't even use my heat properly without internet. I am in the dark since Monday morning.

I can beg on my knees if that helps… 

Last 3 letters of my ONT Serial are DAC just in case, since I have 3 of those things here already. 🥴

Hi @fdamaral , we don't have any option to send a dongle that you can use in the meantime. Sorry! Otherwise I would love to arrange this for you. But what I can do, is arrange an Unlimited Data voucher for you for in the meantime. That way you can set up a hotspot for your devices without exceeding your data bundle. It probably won't work with the smart home lights and hopefully you can get some light in the evening with lighting up some candles and make it cozy, but for other devices it should work to connect with the hotspot. Let me know if I can arrange this for you!

Also I checked your ONT serial number and the right serial number is registered in the system. 

Thanks. I already have the free data voucher and there's also a second sim card being sent to me from Odido, for free.

A hot spot does not work properly as my phone only allows 10 devices and I have about 30.

It also won't work with my smart heater, for example, that only works wired to the router (yes, I can't control my own heating system properly for almost a week, I am not sure many people would be happy with that).

I had to shut down many lights and smart home appliances permanently because I can't connect more than 10 simultaneous devices to my phone's hotspot, so your solution does not bring my house back on line even with a slower speed than my regular connection.

This entire situation feels like some sort of bad joke or maybe punishment because I lowered my speed from 8000 to 2000 because Odido didn't deliver a consistent speed. It's a curious coincidence to have my access removed this way exactly on the morning after the downgrade and considering my signal levels are perfectly normal this shouldn't have happened.

Your technician also said it was a problem with ODF but more than a day after that ODF emailed me saying Odido still hadn't made a request for them to solve the problem. Therefore, you're taking too long to do things that should be done right away in the system, because I am the one being punished without service, not you, so you clearly don't care.

Does telling me to use candles to be warm while I can't control my heating properly mean your customers are supposed to not rely on your service?

I notice you take too long to even read my messages left here. I am very sorry if you're overworked. It's not your fault but it IS Odido's. They need to spend more money on a larger number of employees or they need to streamline procedures to be more efficient. If the technician already detected it was an ODF problem, he should have a button on his application to send a request right there instead of forwarding to another department to process things in 3 days.

I saw other customers went for a very long time without internet. You assume that having LTE is enough to make up for it, but it's NOT. Specially if you don't provide a way to inject the signal from my 4G connection to the router to bring my entire network on line already.

Ironically you offer that service to business customers already. You should do the same for others as well. I didn't take your business plan back then because, for some unknown reason, you won't offer the same speeds. I would have taken it even if it meant paying a bit more, back then, to have better service and reliability.

I surely appreciate your patience but I don't appreciate the fact your company doesn't do anything to accommodate my needs, which aren't unusual, as many people rely on stable internet to control their heating, surveillance and even door locks!

Thanks for checking the correct ONT is allowed. I tried to bring it on line again but it's still unauthorized with the PON light blinking as you probably know from your end.

@fdamaral Thank you for taking the effort to express your feelings! 

I truly understand that you wish to see you connection up and running ASAP and if i could fix this for you myself, I would immediately do this. However, for now we really have to wait on the Back Office and ODF. 

Even though it might not be ideal, and you are not able to connect all your devices, the voucher code at least helps you to not be completely with no internet. I can’t promise anything, but I will try my best to maybe arrange that I can compensate you partially, in the case you decide to get a USB dongle. 

I want to assure you that we do read your message very carefully. However, on the Community there is a 24–48-hour process time for topics to be answered. We do our best to help you as soon as possible! 

I ordered a router from Amazon because it's the same price (I found an open box for half price) as a usb dongle from a reputable brand and I felt your router might not accept a 4G dongle as many options that are natively supported by your router are entirely disabled by Odido.

It cost me 70 Euros (partially redacted receipt/order details below, you can email me if you want me to reply to you with an unredacted copy privately as I can't send you images or files via private messages here) and it was the cheapest device I could find that seems reliable enough (hopefully it only has cosmetic issues as stated there, a new one would cost twice as much).

I don't know what to do now because my voucher is expiring probably tomorrow morning (on my phone, 1 week, right?) but I will also need a new voucher for the new SIM card you sent once I have the new modem tomorrow or Tuesday as I can't use the new Sim on my phone because it already has two cards (1 Odido 1 Portuguese) and I can't remove the old sim from my phone when the new device arrives because it's my Odido's phone line .

Are you able to send me a voucher now, for my phone and, when the new device arrives, I can ask for a second voucher to put the new device on line and connect my internet if the fiber isn't operational by then?

I did the best I could to get the cheapest possible device that is very likely to bring me back on line. I appreciate your understanding and I hope Odido reimburses it. It will also be useful if your service stops working in the future, of course. Then a voucher only will be an effective emergency solution whenever necessary.

Please let me know what happens next.

Hi @fdamaral, I have sent you two vouchercodes via private message! 

Thanks. I also need the € 69.83 compensation for the 4G Router I was forced to order, arriving today, which I hope it works minimally without any “fair usage” issue from your side (or throttling) so I can at least have my heat back on (and lights, and cameras).

I shared the order information above, not allowed to send images to you via private message so I redacted it partially.

8 Days and still no internet. 

I was told it would be a 3 day problem, maximum.

I hope I get some normalcy today when the equipment arrives. 🥶🥵

Hey @fdamaral, unfortunately, we cannot reimburse the purchase of your own equipment. I understand it's a tricky story but the only option we have for temporary internet is the voucher code for customers with an Odido or Ben subscription. Purchasing your own router is at your own expense. 

Odido provides bad service.

It can't be normal to be 2 weeks without internet just because you're inefficient with your own procedures.

Vouchers don't solve the problem, they should be a solution if you have no signal for a few hours, not days or weeks.

About the equipment compensation, look a few messages above.

Also, I assume you'll compensate me handsomely for the down time and my stress and time spent on this situation, as I use the internet for work.

This situation makes me very sad. Sorry.

Hey @fdamaral, I fully understand your sentiment in this. Of course, we will reimburse you for the period when you had no services! 

That's not compensation! That's just not charging for a service you didn't provide. 

I am talking about financial compensation for the problems and stress derived from not having your service working for two weeks (maybe more). And added expenses that came from it.

The impact on my business. The time wasted. The tasks I was unable to perform because 4G is too slow for many cloud operations, the massive amount of gas wasted because you didn't bring my network back on line in a timely manner (or, in my case, until the present moment, at all).

4G isn't replacement for regular internet access. Even worse when you don't provide equipment that is connected to your 4G network and distributes that signal to normal equipment that's expected to be continuously connected via cable and wireless.

Also, what would happen if I were traveling and my house had no surveillance or alarm systems because your connection is unreliable? I come from a third world country and I never had my internet down for more than a couple of days. Even when I used a phone line.

Your business practices sound like a bad joke to me. A hurtful one.

Oh my. Now, besides your fiber being entirely down, my two Odido's Sim Cards are failing on two separate devices with two separate phone numbers.

Is your company failing for everybody or is someone there having fun with me by making my service unusable?

All bars showing, so it's surely not a signal level problem.

How safe are your networks? Is this personal?

Hey @fdamaral, would you like to create another topic for your mobile problems? Then put it in the right category for mobile. I only deal with Internet + TV customers. My colleague will then pick it up for you as soon as possible! 

No, I don't. My point mentioning my mobile problems was to let you know that your mobile services can be unstable too and I was quite concerned to be entirely off line even with those. Thankfully the 4G issue seemed to be temporary.

I took a contract with Ziggo, because Odido's time to resolve this isn't reasonable at all (more than two weeks without service).

I have a private conversation via Twitter and I will let you know what happens if we reach an agreement on how we'll proceed to cancel the fiber service, since it's not working for almost two weeks and a half already or, if they privately offer me a better deal to retain me as a customer, I might take it as a secondary internet access in parallel with Ziggo, since I will honor my newly signed contract with them.

Mobile access is a solution for a few hours, maybe a couple of days, maximum. It's not suitable for professional usage or smart home/office. I never agreed that those vouchers were enough of a compensation. There was no earthquake or major disaster here to justify this lack of service.

Not paying for enough staff or having too much bureaucracy and inefficient procedures is Odido's responsibility.