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

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 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. 

Thank you @Teresa van Odido,

Luckily I have enough vouchers and have been using them.

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!

Reputatie 5
Badge +5

Hi @Pprinsloo, I am sorry to see that the problems have started again. I have immediately sent this to my colleagues from the technical department so that they can research this and see what exactly is causing this, so that we can solve this issue for you. As soon as we have an update, we will inform you about this. In the meantime, if you are using a SIM card from Odido or Ben I can offer you a voucher for Unlimited mobile data until the research has been finished. If you are in need of one of those vouchers, please let me know so I can send you one! 

Reputatie 5
Badge +5

Hi @Pprinsloo, I love to make sure that your internet is working the way that it's supposed to! I have checked your connection and I do see that the connection is not stable. This is why I have sent a technician, so that they can check your internet connection and discover where the issue might be. You will receive an email and SMS from Guidion to make an appointment with a technician for this. I will keep my fingers crossed that they can figure out the cause quickly and make sure that everything works as it should as soon as possible! 

Hi Nora. I’ll keep an eye out for the email.

I appreciate the response, thank you!

Reputatie 7
Badge +9

I have send you a new one @Pprinsloo!

Thank you. I don’t have an Odido or Ben SIM but I am considering getting one. But for now will wait for them to have a look.

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.

@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.

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.

Hi Nora, is there possibly any feedback on the progress?

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! 

Hi Nora, is there possibly any feedback on the progress?

I think the issue is mostly resolved but want to give it time and just want to check if you did something your end.

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! 

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

Reputatie 7
Badge +9

Hi @Pprinsloo, happy to hear that it has been resolved. Everything looks good on our end as well! 

Hi Nora,

So the technician was here and it was fixed for a few days, but now I’m having issues again. Same thing where it goes completely down from time to time.

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.

These are the lights toda

 

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?

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

 

 

@Tommie van Odido @Nora van Odido 
Nevermind, it still drops and it’s very unpredictable and intermittently offline.

I’ve tried on my end to also reset the router and have removed everything from the netowrk that is not needed to the bare minimum (7 devices). The only things I’ve configured that is different from factory settings are the admin password and the wifi ssid and password so the rest is default.

I can’t keep restarting the equipment to get internet back, can this please be resolved or I need to find an alternative. I need stable internet to do my job because I work remotely.

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? 

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