Beantwoord

Internet down in Almere

  • 14 May 2024
  • 34 reacties
  • 382 Bekeken

I've been having issues since this weekend. Already did everything like restart routers and waiting patiently for a few days but still having issues. It's fast when it is up but completely unusable when it's down. When I log in to the router the system info says they Ethernet WAN connectionis down and there a red cross on the picture between router and internet. Also have a red light that's turned on, on the router.

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Beste antwoord door Nora van Odido 15 May 2024, 13:01

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34 reacties

Thank you @Teresa van Odido,

Luckily I have enough vouchers and have been using them.

Reputatie 7
Badge +3

@Pprinsloo Thank you for letting us know! 

I immediately looked into the system to see the next steps. Luckily, I see that our Back Office has already been notified of the discoveries made by the network administrator. They will now investigate further in order to restore the connection. 

Do you still have enough voucher codes? If not, I will send you one straight away.

Please let me know if there is anything else I can assist you with in the meantime. I’m here to help! 

There was a lady here this morning and she checked and says the same as the person from Friday. The issue is is further upstream, there is nothing that can be done from our house.

Reputatie 5
Badge +5

Hi @Pprinsloo, thank you for the update! I have seen that the technician has forwarded this to my colleagues from the technical department and they have already contacted the network administrator who can look into where the issue is exactly. It can be that the network administrator needs to check or change the connections in your home. In that case they will call you to make an appointment with you! 

@Nora van Odido the technician was here and can see the connection is completely offline, but he says the issue is further upstream and that it might possibly have been turned off on the Odido side.

Hi @Nora van Odido thank you for the response. Yeah I called yesterday afternoon and the lady on the phone was very helpful. I have set an appointment with the technician.

Reputatie 5
Badge +5

Hi @Pprinsloo, I am sorry to see that the problem has not been resolved and you have decided to leave us. I want to apologize for the inconvenience that this has caused. I do see that we are still working on this for you and there was a request made for a technician. Will you update me on the findings of the technician? We will also make sure that you won't have to pay for the period in which you were not able to use the services. Once the problem has been fixed, or the subscription with us comes to an end, we will compensate you for this. Also I will send you new voucher codes so that you can stay online this way. You will receive those in your email in a few minutes! 

@Teresa van Odido @Cal van Odido @Tommie van Odido @Nora van Odido Anyone there at all? I am still being billed for this month and will need internet. If you’re not going to fix the fiber can I at least get the vouchers so I can keep using the phone hotspot? It’s the only feasable alternative I have at the moment until the other provider takes over.

These are the lights toda

 

I have to give a month notice and want to at least have some internet for this month. Could you please send me more of those vouchers until my contract terminates. The fiber is unusable at the moment.

It's been over a month of issues so I've decided to give notice and move to a new provider. This weekend was the worst so far with the internet being unusable. The backup is a sim I got from you but that means a mobile hotspot from a phone for everyone in the house to connecto to which does not work well at all.

It’s been really bad today, I’ve resorted to mostly using the prepaid voucher.

It is currently up. But when it has problems it constantly drops and reconnects.

When it is working Zyxel T-55: power is green, 2.5GWAN is on and green, Internet is green and blinking, 2.4G is on and 5G is blinking.

Huawei OptiXstar: 10G LAN is blinking, PON is blinking and power is on.

 

When it goes down the internet light turns red on the Zyxel but haven't checked what changes on the Huawei. Also if it drops for a short time, the lights all stay green.

If I use my own wifi router instead of the Zyxel it reports a poor internet connection when things go down.

Reputatie 7
Badge +3

@Pprinsloo Thank you for reaching out to us again. I will gladly help you further to solve these issues once and for all! 

Can you please tell me what the lights on the router and ONT are doing at the moment? Think, blinking, colour, on/off. In my system I get a notification that the connection is completely down. Is this correct? 

Hi, this issue returned today. Internet keeps dropping intermittently.

Thanks Tommie. That one worked, I had to use it now because my internet degraded again today.

Reputatie 7
Badge +9

I have send you a new one @Pprinsloo!

Hi, I got the vouchers and sim but sending the message to 2244 does not work. I get a response of "Deze dienst is niet meer actief. Groeten, Odido.”
My internet has been better so I have not needed it yet this week, but I want to have this as a backup if it breaks again next week when I get back to work.

Reputatie 7
Badge +4

Hi @Pprinsloo, thanks for sending a picture of the receipt! I will immediately go ahead with the administrative work to enter a credit of € 10 in the system for you. You will quickly receive a confirmation per email and the amount will be credited on your invoice of July. Via a private message I will send you a voucher code with which you can activate Unlimited internet.

Feel free to let us know if there's anything else. In the meantime we will work on a permanent solution!

I got the simcard from an Odido shop. I attached the receipt. Could I get the vouchers to use until this is resolved please.

 

 

Reputatie 7
Badge +3

@Pprinsloo I’m sure our Back Office will be able to resolve the issue, but I understand that for now it is not workable. I can’t send you a sim card, but of course you have my permission to buy one. If you send me the receipt I’ll compensate you for this immediately. 

Is there an option where you send me a SIM with that voucher offered earlier until this is resolved so I can get internet. When I’m back at work in a week?

Okay so I’ve ruled out that there is an issue with the router and hopefully have some usefule information that could help the investigation (There isn’t much more I can do from my end). I configured a different router and see that the connections still degrades, I can get it back working every time it drops by going to the connection in the router to your network, releasing the IP and requesting a new one. This does not help for very long until the network drops again though. When it drops my router reports that it is connected but with a poor connection.

I am on holiday at the moment with family visiting me and the internet is very bad when we are home in the evenings causing frustration. We have to use mobile hotspots to get internet that gets expensive because the fiber connection is unusable in its current state. This is getting very frustrating. I’ve tried everything on my end that I know how to do with what I have.

Hi, thank you @Teresa van Odido.

Reputatie 7
Badge +3

@Pprinsloo I understand and I’m happy to help to optimize your connection! 

I looked into the system and luckily, I see that our Back Office is already monitoring your connection at the moment. As soon as their investigation is rounded up, you will be informed about this as well. 

Please let me know if there is anything else I can do for you in the meantime. I’m here to help! 

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