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When is my internet fiber going to be installed?

  • 22 december 2024
  • 6 reacties
  • 73 Bekeken
L
  • lucadg
  • is een nieuwe Poster
  • 3 reacties

Hi.

I recently moved to the Netherlands and before the move I signed a contract for 2 years of Odido Internet Only Fiber Optic. I went to an Odido shop I have closeby and they told me the technician should have come by 04/12/2024. This didn't happen and I have not received any communication from your technician partners.

I went again to the shop and as a temporary solution I ordered a Klik&Klaar subscription, being promised that I had to pay 20 Euros a month instead of 25 because I had this Home subscription.

Well, first of all, when is the technician going to come here? I have read other topics on this forum and doesn't sound promising at all.

Second, this month I have been invoiced with 28 Euros. Not only I'm paying full price for a subscription that I should have paid discounted, but on the invoice it seems that I'm also paying for the Customer Benefit discount 3 EUR?
How does this make sense at all?

It will be great if you could provide some answers, and no, I'm not going to waste 1 hour of my time calling customer service while not speaking Dutch.

Thanks in advance.

PS: Website, App and Community suffer to an enormous quantity of UI bugs (I use automatic translations)
An example.

 

Beste antwoord door eric

1)The UI has no bugs, the auto translation makes a mess of it. The UI is not created and tested for all these addons of browsers. I have that also when I visit german sites and translate them.

2) the shop employee can not state a date when the technician of Guidion comes to install the router.  You will get a link when the fiber is ready for service and than you can make an appointment yourself on an avaliable timeslot.

3) the 5 euro extra customer discount for a 2nd product is activated when the 2nd product get's life. If you only have klik and klaar , you do not pay for fixed internet yet and that's why the normal klik and klaar price is charged. An active Odido mobile subscription will also give you the discount!

Bekijk origineel

6 reacties

eric
Super User
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  • ericSuper User
  • Odido Superuser
  • 8994 reacties
  • Antwoord
  • 22 december 2024

1)The UI has no bugs, the auto translation makes a mess of it. The UI is not created and tested for all these addons of browsers. I have that also when I visit german sites and translate them.

2) the shop employee can not state a date when the technician of Guidion comes to install the router.  You will get a link when the fiber is ready for service and than you can make an appointment yourself on an avaliable timeslot.

3) the 5 euro extra customer discount for a 2nd product is activated when the 2nd product get's life. If you only have klik and klaar , you do not pay for fixed internet yet and that's why the normal klik and klaar price is charged. An active Odido mobile subscription will also give you the discount!

Welkom bij de klant-helpt-klant Community van Odido.
L
  • lucadg
  • Auteur
  • is een nieuwe Poster
  • 3 reacties
  • 22 december 2024
  1. ​​​​​​This doesn’t happen with any other websites I visited. But let’s not focus on that since it was a Post Scriptum.
  2. The shop employee looked at their management software and told me that date. The order has been done on 31/10/2024 and it has been almost two months that no further communications have been sent to me. What do you mean by ready for service? I moved in this house and people that moved out were using a Home internet subscription. It’s not a completely new house.
  3. That’s not normal Klik and Klaar charge, that’s 3 EUR surcharge a month, normal charge is 25 EUR. I have been promised by the shop employee that 20 EUR is what I was going to pay, not 28. Also I took a look on MyOdido and the customer benefit is applied here:

But thank you anyway for your response.

There’s no clarity whatsoever on any of these processes and “just wait” doesn’t seem the right reply to tell a customer.
No package has been delivered to my house. No communications about it.
My internet order is not even linked to MyOdido, and on the App I received countless errors trying to link it with the Call To Action showing there.
Shop employees are giving different informations that cost me more than it should have.

eric
Super User
Forum|alt.badge.img+14
  • ericSuper User
  • Odido Superuser
  • 8994 reacties
  • 22 december 2024

Check the invoice details.  The 28 euro is probably a part of one month + the full next month.

Welkom bij de klant-helpt-klant Community van Odido.
L
  • lucadg
  • Auteur
  • is een nieuwe Poster
  • 3 reacties
  • 22 december 2024

From my understanding I have been invoiced back the customer benefit discount.
Not what I was told by the shop employee.
Not my fault the other service is not active, it wasn’t active at the time of the Klik & Klaar subscription, why did the customer benefit even activate then?
Faulty processes that cost me money AND time, nice start.

eric
Super User
Forum|alt.badge.img+14
  • ericSuper User
  • Odido Superuser
  • 8994 reacties
  • 22 december 2024

For klantvoordeel you need two active products. It seems like that you received klantvoordeel on the previous invoice and that is now debited on this one. Next invoice will be the 25 euro only.

If the klik and klaar product is suitable for your situation,  you can also cancel the fiber subscription.  This is a much better priced and flexible solution .

Welkom bij de klant-helpt-klant Community van Odido.
L
  • lucadg
  • Auteur
  • is een nieuwe Poster
  • 3 reacties
  • 22 december 2024

I have signed for a two years contract.
If I cancel now do I have to pay 2 years of invoices?

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