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No internet for 4 days

G
  • GP_PO
  • heeft eerste post geplaatst
  • 1 reactie

I have been a odido customer for internet at home since 2 months now. However since 4 days there is no working internet connection. It has been a nightmare to get this fixed as all the customer representatives have been clueless and keep delegating the responsibilities to the technicians. We had visits from two such technicians, one each from Guidon and KPN. They concluded that there are no issues with any hardware or connections. Yet, the customer care has no idea what is to be done next to resolve the issue. I have ZyXel T-56 modem with Huawei ONT. The PON LED on Huawei device keeps blinking while the rest of the LED work as they are supposed to. 

This whole fiasco is getting on my nerves as Odido does not take any swift action. The customer representative asked me to buy a new Odido sim card so they can give me unlimited internet voucher. But I want this issue fixed and not their botched up and ineffective compensation. We are two people working from home and this experience has left us exhausted. The apathy and inability of odido towards fixing even simpler problems where no major infrastructure issue is involved, is outrageous. 

I hope there is some resolution as quickly as possible. 

Beste antwoord door eric

There could be several problems why your connection is down. The backoffice will coordinate with several teams to do all the needed checks, Guidion to see if there is a problem with the Odido supplied equipment in your house or the grid provider. That could be several different companies, in your case KPN. There is no formal SLA for fixing technical errors, this is a consumer connection. The backoffice can take a few days to check internal systems and once the point to something to be checked in the field, they will send out an order to Guidion or KPN. 

When it is for Guidion, you will get a link to make an appointment, as they need to be in your house. 

To overcome this downtime, Odido gives out full unlimited mobile data vouchers which can be activated on a Ben or Odido simcard. Of course it is an alternative, but it gives at least the possibility to create a wifi hotspot on your phone and work from home via a mobile connection.

Bekijk origineel

5 reacties

Ishana van Odido
Moderator
Forum|alt.badge.img+4
  • Ishana van Odido
  • Moderator | Internet + TV
  • 2395 reacties
  • 13 juni 2024

Hi @GP_PO, first of all apologies for this experience. I checked it immediately! It was passed on to the technical department and they managed the external network manager. It will therefore be resolved as quickly as possible and you will be contacted. For now, I sincerely thank you for your patience and I still wish you a beautiful day! Greetings, Ishana

G
  • GP_PO
  • Auteur
  • heeft eerste post geplaatst
  • 1 reactie
  • 13 juni 2024
Ishana van Odido schreef:

Hi @GP_PO, first of all apologies for this experience. I checked it immediately! It was passed on to the technical department and they managed the external network manager. It will therefore be resolved as quickly as possible and you will be contacted. For now, I sincerely thank you for your patience and I still wish you a beautiful day! Greetings, Ishana

GP_PO schreef:

I have been a odido customer for internet at home since 2 months now. However since 4 days there is no working internet connection. It has been a nightmare to get this fixed as all the customer representatives have been clueless and keep delegating the responsibilities to the technicians. We had visits from two such technicians, one each from Guidon and KPN. They concluded that there are no issues with any hardware or connections. Yet, the customer care has no idea what is to be done next to resolve the issue. I have ZyXel T-56 modem with Huawei ONT. The PON LED on Huawei device keeps blinking while the rest of the LED work as they are supposed to. 

This whole fiasco is getting on my nerves as Odido does not take any swift action. The customer representative asked me to buy a new Odido sim card so they can give me unlimited internet voucher. But I want this issue fixed and not their botched up and ineffective compensation. We are two people working from home and this experience has left us exhausted. The apathy and inability of odido towards fixing even simpler problems where no major infrastructure issue is involved, is outrageous. 

I hope there is some resolution as quickly as possible. 

Hi @Ishana van Odido,

Thank you for responding. However, may I know the reason for this malfunction? Or any updates regarding the same. Because, odido has not communicated to us about the reason or progress of this issue. This makes it more frustrating because as a customer I have the right to the complete information and also an estimated time of resolution. 

Tommie van Odido
Moderator
Forum|alt.badge.img+11
  • Tommie van Odido
  • Moderator | Internet + TV
  • 14709 reacties
  • 13 juni 2024

There is no signal on the fibre @GP_PO. They do not know what is causing this and it needs to be investigated.

Life is too short to drink bad wine! Alleen een privébericht sturen als hier om gevraagd wordt.
eric
Super User
Forum|alt.badge.img+14
  • ericSuper User
  • Odido Superuser
  • 9310 reacties
  • Antwoord
  • 13 juni 2024

There could be several problems why your connection is down. The backoffice will coordinate with several teams to do all the needed checks, Guidion to see if there is a problem with the Odido supplied equipment in your house or the grid provider. That could be several different companies, in your case KPN. There is no formal SLA for fixing technical errors, this is a consumer connection. The backoffice can take a few days to check internal systems and once the point to something to be checked in the field, they will send out an order to Guidion or KPN. 

When it is for Guidion, you will get a link to make an appointment, as they need to be in your house. 

To overcome this downtime, Odido gives out full unlimited mobile data vouchers which can be activated on a Ben or Odido simcard. Of course it is an alternative, but it gives at least the possibility to create a wifi hotspot on your phone and work from home via a mobile connection.

Welkom bij de klant-helpt-klant Community van Odido.
M
  • MaxTosi
  • heeft eerste post geplaatst
  • 2 reacties
  • 24 oktober 2024

@GP_PO Hello! Did Odido solve your problem!? I'm a new customer (or at least I’m trying) and accorging to the Guidion technician, my problem (similar than yours) must be solved by KPN.

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