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Installation issue

  • September 10, 2026
  • 17 reacties
  • 116 Bekeken

Hi,

 

I am a new customer to odido. My installation process started on 4 Sep and still not completed. Guidion technician says it's an issue with KPN. KPN technician arrives and fixes the issue 2 days before, hands it over to odido for internet not working.. Guidion technician come again today, does something, back to square one, it's an issue with KPN again. I don't know how the issue can reappear when it was confirmed to be fixed. No appointment has been fixed with KPN so far after 12 hours of the visit. In this age of AI, it's really strange to see how even a simple first set up request is being dragged to such extent. I will wait for 2 more days and process cancellation if nothing happens!!!

Beste antwoord door Cheyenne van Odido

Hi ​@Aravind Thilagaraj, thank you so much! I can see that this investigation is still open and my Fiber colleagues are working very hard to get this fixed with the gridoperator. For now, I can't give you a ETA but please know that this is very much a ongoing investigation. I do see that you requested to end your subscription. I would be very sad if you chose this, but if you do want it, you can arrange this by contacting my colleagues via 0800-7123 from Mon-Fri from 8.00 until 20.00 and on Saturday from 9.00 until 17.30. 

To help you anyway I can, I did ask my Fiber colleague to speed this ticket up as much as we possibly can. We will do our absolute best!

Bekijk origineel

17 reacties

Waqqas
Super User
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  • WaqqasSuper User
  • Odido Superuser
  • September 10, 2026

Hello ​@Aravind Thilagaraj 

Which lights are on or blinking on the ONT?

Welkom op de Odido community!
Cheyenne van Odido
Moderator
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Hi ​@Aravind Thilagaraj, I am here for you! Thank you for choosing Odido, I want to start with us to go as smooth as possible. Let me take a look into your account and see what you can expect. If there is anything I can do to speed up the process, I will! I just sent you a private message through our Moderator account to verify your information. Once the verification is complete, we’ll continue our conversation in this topic. We do this to ensure that a colleague is always available to assist you. I look forward to your private message!

Neem alvast een kijkje in onze Wiki: https://community.odido.nl/knowledge-base

It's been more than 48 hours now that the odido technician visited and said it's an issue with KPN. No KPN appointment has been arranged so far. This is really really slow and not good!!!

Cheyenne van Odido
Moderator
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Hi ​@Aravind Thilagaraj, thank you for responding privately. I see that you are going to visit a Odido Shop today. Will you keep me posted? If you still need my help, please send me the correct customer number via our private chat. Thank you and good luck!

Neem alvast een kijkje in onze Wiki: https://community.odido.nl/knowledge-base

Hi ​@Cheyenne van Odido - I visited the odido shop in Rijswijk. They can't help it seems. So I called the technical desk again and they informed me KPN appointment link will be sent today. So waiting for it. 

 

I found this order number in my app -WVG67374-O001. Will this help to locate my identity in odido?

 

I am not able to find the customer ID 

Cem van Odido
Moderator
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Hi ​@Aravind Thilagaraj, good news, that order number was enough to locate your details!

I've just sent you a verification code by email. Could you share that code with me here in the topic? Once I have that, I can take a proper look at your installation and the KPN appointment for you!

Ongevraagde privéberichten worden niet beantwoord. Neem snel een kijkje in onze handige Wiki: https://community.odido.nl/knowledge-base.

8633622

Cheyenne van Odido
Moderator
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Hi ​@Aravind Thilagaraj, thank you so much! I can see that this investigation is still open and my Fiber colleagues are working very hard to get this fixed with the gridoperator. For now, I can't give you a ETA but please know that this is very much a ongoing investigation. I do see that you requested to end your subscription. I would be very sad if you chose this, but if you do want it, you can arrange this by contacting my colleagues via 0800-7123 from Mon-Fri from 8.00 until 20.00 and on Saturday from 9.00 until 17.30. 

To help you anyway I can, I did ask my Fiber colleague to speed this ticket up as much as we possibly can. We will do our absolute best!

Neem alvast een kijkje in onze Wiki: https://community.odido.nl/knowledge-base

Hi ​@Cheyenne van Odido - Thank you for the follow up. Really appreciate it!!

 

I just need an appointment with KPN to get this fixed. Odido technician who visited me on last Thursday said he will send a ticket to kpn. I called kpn 3 times yesterday to check but they are not able to locate it in their system. So I am not sure where it's stuck. Atleast you are able to give me an update that its being worked upon. I don't have internet at home for 13 days now and I believed that odido will provide th connection very quickly. I asked for a cancellation out of frustration and that was also turned down saying it's not possible. 

 

My point is simple... If this can't be solved within tomorrow atleast let me go & I will find another provider who can give me service. My office work is so much affected now without internet. You can imagine how much data I am spending from hotspot which is Vodafone.

If you can push to get me a kpn appointment it will be great help and I can stay odido if it's fixed during that appointment.

You can call me also directly at xxxx to discuss.

Mod edit: don't place personal information on this public community

Cheyenne van Odido
Moderator
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Hi ​@Aravind Thilagaraj, I am working on it!

Neem alvast een kijkje in onze Wiki: https://community.odido.nl/knowledge-base

Excellent Thank you 

Cheyenne van Odido
Moderator
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Hi ​@Aravind Thilagaraj, for some reason we can't get the ticket to KPN NetwerkNL. My colleagues are very busy to get it arranged, but to be honest, I don't know if we can get it arranged before tomorrow. I am super sorry and would have wished this to be fixed sooner. I am still in contact with this colleagues but I don't know if I have news before tomorrow. Ofcourse I will keep you updated!

Neem alvast een kijkje in onze Wiki: https://community.odido.nl/knowledge-base
Cheyenne van Odido
Moderator
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Hi ​@Aravind Thilagaraj, there is now an open incident to get this fixed and get KPN to receive the ticket. At this point there is no ETA, I would personally keep an eye on it but I'm off tomorrow. My colleague will check this and give you an update!

Neem alvast een kijkje in onze Wiki: https://community.odido.nl/knowledge-base

Here is the KPN ticket number which I got from odido customer care yesterday - P2609948367

Cem van Odido
Moderator
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Hi ​@Aravind Thilagaraj, I’m sorry there is still no update right now!

I will keep an eye on this on Monday and, as soon as there is any progress, I will share it with you here in this topic. Thank you again for your patience. As soon as I have a real update, I’ll come back to you here!

Ongevraagde privéberichten worden niet beantwoord. Neem snel een kijkje in onze handige Wiki: https://community.odido.nl/knowledge-base.

Got this official message from KPN today.

Thank you for the update and follow up. Atleast you are responsive. Appreciate it!!

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