no internet connection, PON light blinking

Hi Nora,

Thank you for looking at this. I double checked and I’m pretty sure the 4 IBAN numbers are correct. Could you double check that?

Also I received a technician from Guidion today, and it seems that there is a network problem that KPN should fix. He mentioned it might take a couple of weeks. In the meantime I called Odido to have a temporary solution, and they offered me an unlimited data bundle by getting a new prepaid sim card. I just bought it (10 € I had already paid) and I’m using this bundle now. Unfortunately, the speed is very limited, and it does not get 5G speed. Could you upgrade it so we can have a connection that allow me to work? Also, can you confirm you will reimbourse me the 10€ I had to pay?

Thank you for your support. 

Best regards.

José

We will certainly reimburse you ​@jroto101. If you can share a photo of the receipt, I will reimburse you for the costs. This will then be settled and shown on your next invoice. I have also sent you a number of voucher codes via private message. These are each valid for 7 days and you cannot enter them all at once, but you can enter a new one every 7 days!

Hi ​@Nora van Odido ​@Tommie van Odido , after three visits of different technicians (Odido, KPN and Odido again), my connection is still not working. The Odido technicians said that there is a problem with the network from KPN, and the KPN technician said that the network is fine. I’m waiting since yesterday to be contacted by KPN again, but I didnt receive any news. This is very unfortunate. Could you have a look at it?

Thanks for your help.

Best regards,

José

Hey ​@jroto101, thank you for your feedback. I see that the last engineer was also unable to find anything wrong. He has reported this back to our technical department. They will investigate this further and provide the appropriate guidance. 

Hi,

Unfortunately, the KPN technician arrived yesterday, and again, didn’t solve the issue. I’m waiting for a call from “KPN network” to review the fiber instalation in the central. I didn’t get a call today. Could you push them to come as soon as posible?

Today it will be already one week without connection. That is very unfortunate.

Also, the unlimited data you provided with the prepaid simcard does not connect to 5G network. Is this expected? Could you enable 5G speed?

Hey ​@jroto101, thank you for pointing this out. I immediately looked into it for you, and the KPN technician indicated that there are no errors, which is strange. The technician has reported this back to our technical department. They will investigate this further. I have given the ticket the highest priority so that it will be dealt with quickly. The voucher does indeed only work on our 4G network, and unfortunately we cannot change that.

Hi Tommie, please check again. This is not what the KPN technician told me. He indicated that there is some attenuation in the signal, enough to make the connectivity imposible, and therefore, some other technician from KPN should come to have a look at it (KPN network he said, like a different group from KPN).

This is very unfortunate, 4G connection is very slow to be able to work from home. It is already one week suffering from this, including 4 visits from technicians already! It is very inconvenient to arrange a visit from a technician at working hours, specially if the connection is so bad that I cannot work from home!

I’m very unhappy!
 

I took another look and indeed see that I overlooked the technician's comment ​@jroto101: Light pen arrives at the pop, port move done with Odido back-office without result, Odido must send out KPN network. I have therefore highlighted this note in the ticket and the priority is still set to the highest. Now we just have to wait for the technical service to pick it up!

Thanks Tommie, just to highlight that I’ve been waiting for this call since Monday afternoon (almost 3 days already), and still wating.

Hi ​@Tom Arts ​@Nora van Odido,

Last Monday a new KPN technician passed by and he did some crosschecks. Again he said the problem is not on their side, and I’m still waiting from a solution. Nobody has contacted me since then.

After 5 visits of different technicinans (2 Odido and 3 KPN), we are still without connection since two weeks ago. This is totally inacceptable. Are you able to provide are connection or not?

Hi ​@jroto101, thank you for informing me! I am sorry you are still offline. I want to check this for you ASAP, it's important that you have all the information you need. To protect your privacy, we want to be sure it's you. I've asked a few additional questions in a private message. Please check your inbox and let me know in this thread when you did. I'll get back to you as soon as possible!

Hi ​@Cheyenne van Odido I have already filled my profile with all the data required in that form since I registered two weeks ago. Are you sure did you look at it first?

Hi ​@jroto101, we discussed this in our private conversation and you filled in your profile. Thanks! I have spoke with our technical department. They will send out a technician from our side out right away with specific requests. Guidion will get in contact with you to make an appointment. Can you please let me know what the outcome is? When you are back online, we will credit this period immediately! 

Thank you Cheyenne. But please, ensure with Guidion and KPN that they understand the problem. Everytime they send a different technician with a different opinion, and they don’t seem to talk to each other.

Hi ​@jroto101, I get it and this is not what we want. I have asked my colleague to make sure that the situation is clear and the technician has been informed. Good luck with the appointment and keep me updated!

Hi ​@Cheyenne van Odido , finally we recover our connection last friday.

I hope you can credit the period I’ve been without connection as you mentioned (from Monday January 26th to Friday February 13th), as I don’t see it credited in this month bill.

Thanks for your support. 

Best regards,
José

​@jroto101 

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