Can't add prepaid abonnement and ITV to Mijn Odido account

Hello ​@farox, welcome to our community! We're delighted that you have an Internet + TV subscription with us and have also opted for a Prepaid Kids connection. I completely understand that you want to have both subscriptions in one account, and I'm happy to clarify this for you!Good to know: in order to link both subscriptions to one account, the name, address details, date of birth, and email address must match.

I immediately checked both subscriptions and see that we have now successfully added your Internet + TV subscription to your account. Is that correct? The reason you cannot add the Prepaid connection is because the name does not match exactly. Your Prepaid connection has the initials L.F, while your Internet + TV subscription only has the initial L. The rest of the details do match. Because there is a difference in the name, they cannot be combined into one account.

Don't worry, I've fixed this for you right away. The system needs about half an hour to process this. Can you try adding the Prepaid number after that? It should work now!

I look forward to hearing from you!

Hi! I waited 24hs but still I cant add it:

It shows: Sorry! Er ging iets mis

48hs and I tried again, but still same error. Just FYI. 

Hi, is someone checking this out?

If you think deleting my odido account is going to finally solve all the problems, you can go ahead and delete everything and I will recreate and link my subscriptions again.

Hello ​@farox sometimes it helps to delete your account and reset everything. We could try that. I have just deleted your current account.

Feel free to create a new account via our website and then reconnect your subscription and your Prepaid connection.

Please let me know if that worked. If not, just let me know if you are seeing the same error message. I will then immediately forward a ticket to our IT team so that they can investigate.

I look forward to hearing from you!

​@Pharwin van Odido I just tried but still same error:

Hi Pharwin, I tried again and still having the same issue.

Hello ​@farox thank you for trying again! I checked the ticket number and see that IT is still working on it. They asked you to try again in the meantime to see if it had been resolved. I see that a colleague has already contacted you and also mentioned in the ticket number that it has not yet been resolved and that the same issue is still occurring. I have attached the screenshot to the ticket number again.

Apologies for the inconvenience! They will do everything they can to resolve it as quickly as possible. You will be notified when more information is available or when it's resolved. If you have any other questions, feel free to ask! 

I have responded to the email from Odido Service (service@odido.nl) as requested. However, I have not received any feedback yet, and the issue persists. I hope they will be able to resolve it. I will keep waiting their reply.

Hi, may I ask the status of this ticket? The issue remains:

Hi Farox, I've looked into your case and I see that my colleagues are still working on it. The last update was from Friday and my colleagues are currently waiting for a response from IT. Fingers crossed there will be an update soon. I carefully expect an update this week.

Case: 80496429

Hi Team! Any news about my case? I just tried again but still the same error:

Hello ​@farox I checked immediately and see that there is no update yet and that they are still working on it. Apologies that it is taking longer than expected. It may also take a little longer due to the holidays. This issue will require an IT update, which can sometimes take longer than expected. As soon as more information is available, you will be notified by phone or text message!

Hey Team! Any news? I keep getting the same error. Is there any way to solve this or can you just add it to my account directly? I really need to solve this so I can manage it and top it up when needed.

Thanks!

Hey ​@farox I see that there is no update yet and that they are still working hard to resolve the issue. As I mentioned, this requires an IT update that is taking longer than expected. My apologies for this! They are doing everything they can to resolve this issue as quickly as possible.

You can always check your prepaid credit balance in another way. The app is not the only way. You can do this by calling 1244 or by sending a text message with the text ‘SALDO’ to 1144. You can also top up your credit via our website or by sending a text message with KOOP to 1244 and the amount. 

If you have any other questions, just let me know!