Cannot find any information regarding my order number 217481294

Hi @AlekseiT ,

Is this for a DSL or fiber connection? If fiber, is the optical cable already in your appartement?

Hi, it should be DSL connection. 

Hi @AlekseiT, welcome to our Community!

I checked for you, but the order is still on hold. This is because there is already an active subscription at the address you provided. Is the number 192 correct? Or should there be an addition?  

Hi @Tommie van Odido,

Yes it is 192. I just moved in on the 1st of August. I do not know anything about active subscription. I have been told by my rental agent that internet I should arrange myself. 

Could it be that the old resident has a subscription with us? Can you point this out to your rental agent and ask for information @AlekseiT? 

I wrote to my rental agent. I will let you (@Tommie van Odido) know, what he will reply. What should I do, if I will not be able to reach the old resident?

Then I will forward it to our technical service @AlekseiT. 

Hi @Tommie van Odido, I have received the following reply from the previous tenant:

- The address has changed, only the internet provider had not moved. That has now happened and should be changed in the course of next week.

Is there still an active subscription at my place?

Yes, there still is an active subscription @AlekseiT. I have removed the obstruction within our system and the order should now come trough.

Hi @Tommie van Odido . Yes, I have received an email confirming my order. So this is good. However, it seems that I am unable to track my order. When I login to my account I do not see my order. I have tried option: "Bestaand abonnement koppelen” but I am unable to do it since my old address in Groningen appears. I have tried multiple times to change this address to my current address but after filling the form it remains the same.

Yes the other subscription is still active @AlekseiT. The other tenant should cancel his subscription or contact us about this. 

@Tommie van Odido . Now I am confused even more because yesterday you wrote: “I have removed the obstruction within our system and the order should now come trough.” 

And I have received the attached letter. So I do not understand why I can not change my address in My Odido to the one where I am currently living and why I can not check the status of my order.

You cannot link 2 addresses in Mijn Odido to 1 account @AlekseiT. You will have to delete your old address or create a new account.

@Tommie van Odido . I do not need two addresses. I need only my new address. So, could you tell me how I can delete my old address. I have tried multiple times to change my address in my Odido for over a week now. Every time I fill in my new address I get the following confirmation. But when I check the address in the account I still only see the old address.

Can you put your customer number from this address in your profile @AlekseiT? Then I can disconnect it for you. It can be found in Mijn Odido (in a web browser) → Click on Subscriptions → Click on down arrow at Customer since → Customer number: ABC12345.

@Tommie van Odido I do not see “Customer since” button. I have been only using prepaid tariff plan. Could that be the case?

Ah you have a Mobile subscription connected to your Mijn Odido @AlekseiT, you could change your addres on the Mobile subscription to add your new home connection. If you start a new topic about this in the “Mobile” categorie, my Mobile colleagues will help you out! 

Hello @Tommie van Odido,

I have started the topic in the "Mobile” categorie as you suggested on 20 of August, but I do not get any replies there. Also, could you update me on the status of my internet subscription? I had placed my order on the 1st of August and now it is already 22nd of August. Should I expect something next week or when?

The other tenant should cancel his subscription first @AlekseiT, I only have removed the obstruction in the system so it could not come through. Now we just have to wait on the other tenant to cancel his subscription.

My Mobile colleagues are quite busy at the moment but they will get to you soon! 

@Tommie van Odido Honestly, it feels ridiculous and frustrating that it takes so much time. The previous tenant moved out almost a month ago. I live here more than three weeks without internet. On last Sunday previous tenant replied the following: “The address has changed, only the internet provider had not moved. That has now happened and should be changed in the course of next week.” I wrote about this here on Monday. Now it is Thursday and there is no progress. Is this because he was also client of Odido?   

The previous tenant has an active subscription at your address @AlekseiT. I can't just go in and cancel the subscription. The previous resident must cancel their subscription with us before another subscription can be active at 1 address.

Hello @Tommie van Odido. Are there any updates regarding my order? Is the subscription of the previous tenant still active? 

The subscription is still active @AlekseiT. Did you contact your rental agent again or the previous tenant?

I just contacted my rental agent again regarding this. @Tommie van Odido is there any other way to proceed? I am already almost a month living without the internet at my home. 

Well, the only way to do that is to make sure that the previous occupant cancels the contract @AlekseiT. We can't just go and cancel contracts without being contacted by the client. It is really up to the landlord to make sure that the contract is terminated by the previous tenant.