I cannot link my internet subscription to my existing prepaid account

Hello ​@Brenda Loeser I understand that you want to link your new internet subscription to your existing account, and I'm happy to clarify this for you! What kind of error message do you see when you try to link them? Does this only happen in the app, or also via a browser/laptop?

Good to know: it is only possible to link multiple subscriptions to one account if the name, address details, date of birth, and email address match. Is that the case? If not, you can only create a separate account for the other subscription.

Can you add your full name, phone number, zip code + house number, date of birth, and the last 4 digits of the bank account number we have on file to your profile? Then a colleague or I can take a look with you!

I think some of my account details may not match. For example, my full last name does not appear correctly in my account, and there might also be an issue with the year in my internet subscription (possibly an extra space). I recently moved to a new address and tried to update my account several times, but the changes were never saved. This might also be causing the problem.

The error message is: “Er is een fout opgetreden, probeer later nog eens.”

I have updated my information in the community portal. Please let me know if you need anything else.

Thanks!

Hi ​@Brenda Loeser, thank you for completing your profile! I looked into this for you and I see that there is a different address known in your Prepaid account than on your subscription for Internet. This information needs to be exactly the same before you can connect both subscriptions to the same account. Luckily there is an easy solution. You can update you address of the prepaid subscription in your Mijn Odido account. As soon as the address is the same as the Internet subscription, adding the account should be no problem anymore. Will you let me know if this has worked? 

Hi Nora, I have been trying to update my address many times since I moved, but the system never saves the change, it always goes back to the original address. I’m not sure if this is something that you can update, or if there is another solution.

Thank you!