We recently moved to a new city and wanted to transfer our Odido internet connection to the new address. However, it wasn't possible and we had to request a new connection because the new building had fiber. Then during the application, we were told that fiber needed to be installed – even though it was already there (I see this cable).
March 31 - request submitted, the earliest available installation date April 16.
April 10 - received an email saying the internet would be connected the next day, but it didn’t include a time. I called, and you told me it was an automatic message sent by mistake—no one will come, and that all depends on KPN, who supposedly had to install the cable (which again, was already there!) and I need to wait.
April 16 - no installation. I called again and was given a new date: May 6. In the meantime, I had to buy Klik & Klar to have at least some internet at home.
May 6 - no one showed up. After another call, you admitted that fiber does exist at our address and they don’t know why installation was scheduled at all. I was promised an investigation and that I’d hear back within five business days (usually sooner). Has anyone contacted me? Spoiler: no.
May 21: It’s now been almost two months without internet. Spent more that 200 min on a calls. And they even disconnected internet at the old address, and charged us for internet service that wasn’t even connected at the new place.
What kind of service is this? What should I do else, except paying for not installed internet and waiting for installation of already installed fiber?
How can I get the Internet installed after 7 weeks ?
Welcome to our community!
Congratulations on your move! I want to sincerely apologize for this situation. I really want you to be able to enjoy our services in your new home. I'm here to help!
I've immediately looked into the system and do see a comment from the network administrator from the beginning of April. They note that there has been a delay in delivering thee Fiber. Even though, you already see a cable. It could be that they still need to do maintenance before the connection is ready. Our Back Office inquiries about the status of your connection weekly. Of course, I've immediately asked them if there is any new information. As soon as I know more, I'll share this with you as well.
Luckily, I see that the billing has stopped, since the connection at your old adres went down. Please note that this invoice covers the subscription period from 01-04-2025 to 17-04-2025 and not the full amount. Once your new connection is up and running, the bill cycle will start again from that day. Until that time, you don't have to make any payments. In case you did receive an invoice after April, please let me know. I'll happily look into the situation for you.
In the meantime, I'd like to send you an Unlimited vouchercode. In case you have an Odido or BEN sim card the code works instantly. You can set-up a hotspot and connect this to your other devices. Let me know if this is something you're interested in. I'll happily send you the code.
+5Welcome to our community!
Congratulations on your move! I want to sincerely apologize for this situation. I really want you to be able to enjoy our services in your new home. I'm here to help!
I've immediately looked into the system and do see a comment from the network administrator from the beginning of April. They note that there has been a delay in delivering thee Fiber. Even though, you already see a cable. It could be that they still need to do maintenance before the connection is ready. Our Back Office inquiries about the status of your connection weekly. Of course, I've immediately asked them if there is any new information. As soon as I know more, I'll share this with you as well.
Luckily, I see that the billing has stopped, since the connection at your old adres went down. Please note that this invoice covers the subscription period from 01-04-2025 to 17-04-2025 and not the full amount. Once your new connection is up and running, the bill cycle will start again from that day. Until that time, you don't have to make any payments. In case you did receive an invoice after April, please let me know. I'll happily look into the situation for you.
In the meantime, I'd like to send you an Unlimited vouchercode. In case you have an Odido or BEN sim card the code works instantly. You can set-up a hotspot and connect this to your other devices. Let me know if this is something you're interested in. I'll happily send you the code.
Update: Still no internet, refund mishandled, and total lack of internal communication
Today, after nearly two months of waiting, a technician finally came to install the internet. He set up the router – but it turned out the internet still doesn’t work. After calling KPN, the installer was told that our building is not connected and won’t be until June 17.
Why did no one know this in advance? Why was the installation even scheduled? Why wasn’t the technician informed that KPN hadn't completed their part? Where is the communication between your teams?
Second – we were supposed to get a refund for the internet we never had. We specifically asked to have the money returned to our bank account, and your team confirmed in writing that this would happen. Instead, the refund was added as a credit to our Odido account. And today, your support told us that this credit was already used – meaning the money was never truly refunded, just taken again.
So: no internet, no real refund, no coordination between your departments, and no clear timeline. At this point, it feels like we're being ignored and misled. If this continues, we will not only cancel our contract but will consider taking legal action.
Update 17th of june 2025: No Internet – No Refund – Technician Visit Useless
Today a technician came for the second time – and still, we have no internet. KPN has still not provided the connection.
On top of that, we still haven't received the refund for the period without service, even though this was also promised.
We are extremely disappointed with the lack of action. If nothing changes within the next two days, we will be canceling our contract and switching to another provider.
This level of service is completely unacceptable.
comment from second technician:
Pon is uit alarm rood KPN thd gebeld en active zijde is nog niet bekend abonnement is dus nog niet actief. Ik kan dus geen hio verzoek aanmaken om installatie af te maken graag doorzetten naar KPN.
(Patch moet alleen geplaatst worden naar ppl zijde maar deze zijde is nog niet bekend dus graag nakijken de klant wacht
al een aantal maanden)
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