SOS- where is my installation package?

Hi @yenninghsuan , is this a new glasfiber connection? I mean, is the glasfiber already in your house or not. In the last case, the 3th januari is a wishdate. First the fiber need to be connected by the grid operator.  When this is finished, Odido will get notities and start sending ont, router and an engineer.

Hi! I believe that the glasfiber is already available at my address. At least this was the case when I last spoke to your customer service when I placed the order. I am now waiting for the installation package and an email to plan an appointment to plan for installation. 

Can you please use my client number to track and update me on the status of my order?

Hi @yenninghsuan, thanks for reaching out and exciting that you will soon be able to enjoy fiber internet! Eric’s expectations are correct: the grid operator Open Dutch Fiber needs to come by your house to install a fiber connection point. Currently, the fiber internet line is still on your doorstep. Like Eric says, the grid operator already received the assignment from us to contact you for an installation appointment. After they succeeded we will automatically and proactively send you the installation package as well as a link for an appointment with Guidion who will install your modem and the Media Converter.

Open Dutch Fiber or one of their contractors will contact you soon, I am sure that they will be able to swiftly help you with the installation! 😃

Hi Cal,

Thank you for your answer. But I still do not feel I’m helped because no one has contacted me yet and the Christmas holiday are coming as well. I ordered my internet back in November with the starting date on 3-January. 
 

What can I do now to ensure that I’ll have internet on 3-January???? I work from home and need internet connection as I had requested in my order. 

Hi @yenninghsuan, good that you pose these follow-up questions, I gladly want to give you as much information as possible! Unfortunately there is no fiber connection point yet at your house and this is always the unpredictable factor. Because you live in a high-rise building the contractors have to make more extensive preparations, for instance because they need permission from the property manager. Because these processes are dependent on the reactions of other parties, it is hard to give you a specific date on which the contractor is able to contact you for an appointment to construct the fiber connection point. As such we believe but cannot guarantee that we can make it before the 3rd of January. Once the fiber connection point is constructed, the installation package and the installation technician from Guidion should be there in no time.

We are trying our utmost best to help you out as fast as possible, we're on it for you!

Hi, 

Do you mean that there is nothing I can do and 3-Jan start date that you accepted was only fictional? I would appreciate it if you have any advice that I can do to make sure the process moves forward than waiting. This important message was not communicated at all which is a massive disappoint for me as a customer. 

At the moment, I can't say anything but, wait please patiently @yenninghsuan. High-rise is always a tricky story and we cannot give a precise date for it. When the time comes then you will be contacted automatically.

The date mentioned when there is no fiber in your appartement is indeed a wish date. Depending on all the factors mentioned,  this can move forward in time. To be honnest,  if the work in the building has not been started,  the change that is ready the 3th is very smal, more lickly,  not.possible with all the holidays upcoming. So you beter prepare for an alternative. F.e. upgrade your mobile subscription temporarily to unlimited and create a witi hotspot to connect your laptop.

Hi, I called on 4th December and the lady who answered the call said that she checked and confirmed that there's a glass fiber in the house.

she further created a case reference number 67570214 to change the delivery address of the installation package.

can you tell me what’s the status of this case because I never heard back? 

just checked on your website and it said glass fiber is available. So please stop finding excuses and start looking at what went wrong with delivering my installation package…

Yes, this means it is deliverable. The deliverytime unfortunatly depends on the factors mentioned by the moderator.

Hi, as a customer it’s extremely frustrating that it’s not communicated anywhere, including the confirmation email that only said the installation package will be delivered no later than two weeks. 
 

is it possible that you deliver normal internet connection to my home while you’re still working out the fiber glass internet? 

Unfortunatly,  as soon as fiber becomes an option, DSL can not be ordered anymore. The solution which is feasible in one week is to look for a mobile product. A data only unlimited subscription in a mifi router or (old) phone with wifi hotspot or a (temporarily) upgrade to unlimited for your personal phone.