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Complain Internet and TV Services


Hi Forum,

I just raised a complaint to Odido. Anyone else that is facing the same issues as we experience?




Dear Odido,
I am writing to formally raise a complaint regarding the ongoing and unacceptable quality of your internet and TV services. Over the past several weeks, we have experienced multiple major outages, as well as persistent instability throughout the day. This has significantly impacted our ability to rely on your services for both personal and professional use.
A particularly frustrating example is the recent update to the Odido TV application, which rendered the service unusable on iPads. A change on your end clearly introduced this issue. Rather than rolling back the update or deploying a timely hotfix, the only communication received was vague and unhelpful: “Teams are aware of the issue and are looking into it.” It has now been over five weeks, and the problem remains unresolved.
This issue demonstrates the maturity of your team, which I can only imagine will also be reflected in your Network Services team.

This lack of urgency and accountability has eroded any trust I had in Odido as a professional service provider. It is unacceptable that multiple high and critical issues have been allowed to persist without resolution or meaningful updates.
Given the repeated service failures and poor communication, I no longer wish to continue my contract with Odido. I am therefore requesting a formal offer to terminate my contract without penalty, so I may seek services from a provider that demonstrates professionalism and reliability.
I expect a prompt and precise response to this request. If no satisfactory resolution is provided, I will escalate this matter to the appropriate consumer protection authorities.
Sincerely, Irene 
 

Uitgelichte reactie

27 juni 2025

Hi ​@ikorevaar, welcome to our community!

Thank you for reaching out and for taking the time to share your experience so clearly, I genuinely appreciate it.

First of all, I want to sincerely apologise for the issues you’ve experienced with our services, especially regarding the Odido TV app on iPad and the network interruptions. We understand how important it is to have reliable service and smooth running applications, and I’m sorry this hasn’t been your experience recently. I do have some good news: since yesterday, a new version of the Odido TV app is available in the iOS App Store, which resolves the problems you’ve mentioned with the iPad. I’d kindly ask you to update to the latest version and let us know if the issues persist afterwards.

Regarding your contract termination request, unfortunately, this cannot be processed through our Community platform. For privacy and security reasons, cancellations can only be handled via our Customer Service department by phone. You can reach them at 0800-0092. They will be able to assist you further and discuss your situation in full.

Once again, my apologies for the inconvenience caused, and thank you for your patience while we worked on the app update. I hope it now runs as intended for you.

 

7 reacties

Tommie van Odido
Moderator
Forum|alt.badge.img+11
  • Moderator | Internet + TV
  • 14854 reacties
  • 27 juni 2025

Hi ​@ikorevaar, welcome to our community!

Thank you for reaching out and for taking the time to share your experience so clearly, I genuinely appreciate it.

First of all, I want to sincerely apologise for the issues you’ve experienced with our services, especially regarding the Odido TV app on iPad and the network interruptions. We understand how important it is to have reliable service and smooth running applications, and I’m sorry this hasn’t been your experience recently. I do have some good news: since yesterday, a new version of the Odido TV app is available in the iOS App Store, which resolves the problems you’ve mentioned with the iPad. I’d kindly ask you to update to the latest version and let us know if the issues persist afterwards.

Regarding your contract termination request, unfortunately, this cannot be processed through our Community platform. For privacy and security reasons, cancellations can only be handled via our Customer Service department by phone. You can reach them at 0800-0092. They will be able to assist you further and discuss your situation in full.

Once again, my apologies for the inconvenience caused, and thank you for your patience while we worked on the app update. I hope it now runs as intended for you.

 


  • is een Top Poster
  • 8 reacties
  • 7 juli 2025

>


  • is een Top Poster
  • 8 reacties
  • 7 juli 2025

> Beste Odido,

 

Ik heb een internetabonnement bij jullie van tot 100 Mbit/s download en 30 Mbit/s upload.

 

De laatste tijd krijg ik echter slechts 15.40 Mbit/s download volgens Speedtest, wat veel lager is dan beloofd in het contract.

 

Graag hoor ik van jullie waarom de snelheid zo laag is, en of jullie dit kunnen controleren en oplossen.

 

Bestelnummer: 227367564

 

Alvast bedankt.

 

Met vriendelijke groet,

Iyad Mahmoud


Tommie van Odido
Moderator
Forum|alt.badge.img+11
  • Moderator | Internet + TV
  • 14854 reacties
  • 8 juli 2025

Hi ​@iyadmahmud237, dankjewel voor je bericht en het invullen van je gegevens, daar kan ik wat mee.

Ik heb gelijk een meting op je lijn gedaan en ik zie dat de noise margin aan de hoge kant is, wat invloed kan hebben op je snelheid. Zou je me kunnen laten weten waar het modem precies staat en of er misschien ander apparatuur in de buurt staat, zoals een DECT-telefoon, stereo-installatie, versterker of zelfs een aquarium? Die kunnen soms storing veroorzaken op de verbinding. Test je de snelheid bekabeld of via wifi? Als dit via wifi is, zou je de snelheid eens bekabeld willen testen? Krijg je dan wel de juiste snelheid binnen of ook niet? Laat het me weten, dan kijk ik met je mee om dit op te lossen!

 


  • is een Top Poster
  • 8 reacties
  • 8 juli 2025

Hallo,

De modem staat in de woonkamer en er staat alleen een telefoon in de buurt.

Er zijn geen andere apparaten rondom de modem.

Op dit moment is er helemaal geen internetverbinding meer.

Kunt u dit zo snel mogelijk voor mij oplossen? Alvast beda

nkt!


  • is een Top Poster
  • 8 reacties
  • 8 juli 2025

 


Tommie van Odido
Moderator
Forum|alt.badge.img+11
  • Moderator | Internet + TV
  • 14854 reacties
  • 9 juli 2025

Hey ​@iyadmahmud237, ik zie dat er inmiddels een monteur geweest is en dat het opgelost is. Klopt dit ook of ervaar je nog steeds problemen? Dan zal ik het verder voor je onderzoeken! 


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