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

I appreciate the response, thank you!

Hi @Pprinsloo, you are absolutely right! But since your new provider has sent a cancellation, this is not processed automatically. This is only possible if an employee processes the cancellation. That is why I have reimbursed the costs for you. You have received a confirmation by e-mail and you can always check it on Mijn Odido: https://internet.odido.nl/rekeningen/compensaties. Greetings, Ishana

Thank you @Teresa van Odido,

Luckily I have enough vouchers and have been using them.

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.

I have send you a new one @Pprinsloo!

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!

@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. 

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 @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! 

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.

Hi, I got billed for “Afkoop 5,92 maanden contract Internetafkoop” for the rest of my contract but I canceled because I wasn’t receiving service. This thread went for over a month that I gave Odidio a chance to rectify the issue which means there should not be a fee for canceling right? It doesn’t seem right to also bill me for that.

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.

@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.

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 @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.

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

@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.