I recently moved and transferred my internet service. More than a month before the move I went online and changed my address in the portal, after not receiving any confirmation email about the internet move I called in to find out if everything was in order. Apparently it was not on the system, the first representative that helped me was great and tried to have my internet installed on 8 August 2024, unfortunately this could not happen, even after he called a colleague and even put me in touch with KPN, the network provider in my building. 5* service from him. Installation date set for 14 August and everything was completed by guidon perfectly, the issue is that the line had not yet been moved to Odido, the very thing that we tried to resolve during first contact 2 weeks before my move. I then call in to the customer service department and am told that we’re waiting on the work order from the monteur to come through and that I’d be call back in 2 hours. I call back in 3 hours after no call and get told that the colleague that dealt with me will be notified and he’ll call me shortly; still waiting on that call. I then call back the next morning and get told someone will call me in 5 minutes, still waiting. I call 30 mins later and speak to someone really helpful and another 5* service rep. he tries to get the ticket sent through to KPN. I also get told that I can call KPN to try and get them to sort it out for me quicker, this is great as my service provider is telling me i can try and get it resolved myself even though this has been a failing of Odido processes and shocking (except for 2 people) customer service. I don’t mind waiting as I did after my first call, I was assured that everything would be completed on the 14 August, this is not the case and I am now being told to wait again. How is this possible? my case number is 72524401. I called KPN and even though I was assured that a ticket had been sent through to them directly they had no record of the ticket at all and could not help. This is understandable as they’re not my service provider.
Installation of modem complete 1 week after moving in, still no Internet, Odido seems to have not followed their own process
Hi
Thanks for sharing your experience. I immediately looked at the ticket for you and I see that we have indeed forwarded it to KPN NetwerkNL, they have accepted the ticket and the expected time for resolution is now: 2024-08-19. I guess the technician just has to go to the district exchange to resolve it and that's why you haven't been contacted by them. Hopefully they will be able to resolve it for you!
+11Hi
Thanks for sharing your experience. I immediately looked at the ticket for you and I see that we have indeed forwarded it to KPN NetwerkNL, they have accepted the ticket and the expected time for resolution is now: 2024-08-19. I guess the technician just has to go to the district exchange to resolve it and that's why you haven't been contacted by them. Hopefully they will be able to resolve it for you!
Hi
Thanks for sharing your experience. I immediately looked at the ticket for you and I see that we have indeed forwarded it to KPN NetwerkNL, they have accepted the ticket and the expected time for resolution is now: 2024-08-19. I guess the technician just has to go to the district exchange to resolve it and that's why you haven't been contacted by them. Hopefully they will be able to resolve it for you!
Thank you very much for the prompt response and confirmation that ticket has now been received by KPN. My hope is that this could be escalated and be resolved before then. I do work from home and while I have the internet codes, hot spotting your phone is not ideal and nowhere near the speeds expected. I understand that 5g/4g cannot be guaranteed but that’s why I have the fibre and why I am disappointed by the delay as I my ‘downtime’ was clearly communicated to my employer and now it seems like it’s further delayed.
Hi
Thanks for sharing your experience. I immediately looked at the ticket for you and I see that we have indeed forwarded it to KPN NetwerkNL, they have accepted the ticket and the expected time for resolution is now: 2024-08-19. I guess the technician just has to go to the district exchange to resolve it and that's why you haven't been contacted by them. Hopefully they will be able to resolve it for you!
Thank you very much for the prompt response and confirmation that ticket has now been received by KPN. My hope is that this could be escalated and be resolved before then. I do work from home and while I have the internet codes, hot spotting your phone is not ideal and nowhere near the speeds expected. I understand that 5g/4g cannot be guaranteed but that’s why I have the fibre and why I am disappointed by the delay as I my ‘downtime’ was clearly communicated to my employer and now it seems like it’s further delayed.
This should have been scheduled for the 14 August the day of the installation as it was a known factor as I mentioned, it was noted by my first service rep that I spoke to.
+11I forwarded the ticket to my colleague who saw that KPN NetworkNL rejected the ticket due to a wrong template. We have now added the correct template to the ticket and everything should be fine
That’s great! Although it does mean that everything your agents told me when I called in was incorrect. Is there a time frame for this to be fixed?
+11Not everything
Not everything
+11I have already set the priority to the highest
+11That is indeed strange what all is set in motion then and guess a misunderstanding. Are you all up and running now
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