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Cannot link new mobile subscription to my existing internet subscription

  • 11 september 2024
  • 5 reacties
  • 46 Bekeken
A
  • akalgre
  • heeft eerste post geplaatst
  • 2 reacties

I have an internet subscription with Odido and yesterday my new mobile subscription was also activated. I tried to do the link existing subscription in the App and in the website and i always get the same error:

 

“We kunnen did abonnement niet koppelen omdat we je gegevens nit herkennen”

 

I have tried calling support on the phone but they were not able to resolve the issue. Could you help ?

Beste antwoord door akalgre

Pharwin van Odido schreef:

@akalgre, Yes, thanks for sending you a copy of your ID proof. I took the case right out and made the adjustment to your date of birth. This was not correctly listed with your Internet + TV subscription. Now all data match. Can you try to add your mobile subscription to your account now? It should work now! 

If it doesn't work, please let us know what exactly you see and how you try (app/web/laptop). Then we can look at another solution!

It worked! Thank you so much for helping resolve the issue

Bekijk origineel

5 reacties

Pharwin van Odido
Moderator
Forum|alt.badge.img+8

Hello @akalgre, welcome to our Community, I'm happy to help you with this! To add your mobile subscription to your existing account for Internet + TV, the name, address and date of birth need to match. When I search on your email address, I come across the number ending in ***9820. Now I see that everything matches except the date of birth. For your mobile subscription, it shows this date of birth 16-9-1989 and for your Internet + TV subscription, this 16-9-1998. I see that you have had contact via another channel and that a case has been created and forwarded. But I can fix this for you! 

I have just sent you an e-mail to which you can respond with a copy of your ID. Once you have sent it, could you please post in this topic? Then we can get the case and adjust it for you! Once it's adjusted, everything will match and you can add the mobile subscription to your existing account. 

We look forward to seeing your message! 

 

Vind je antwoord in onze Wiki: https://community.odido.nl/knowledge-base of start een nieuw topic.
A
  • akalgre
  • Auteur
  • heeft eerste post geplaatst
  • 2 reacties
  • 11 september 2024

Thank for you for the reply, i just sent the requested document via the email 

Pharwin van Odido
Moderator
Forum|alt.badge.img+8

@akalgre, Yes, thanks for sending you a copy of your ID proof. I took the case right out and made the adjustment to your date of birth. This was not correctly listed with your Internet + TV subscription. Now all data match. Can you try to add your mobile subscription to your account now? It should work now! 

If it doesn't work, please let us know what exactly you see and how you try (app/web/laptop). Then we can look at another solution!

Vind je antwoord in onze Wiki: https://community.odido.nl/knowledge-base of start een nieuw topic.
A
  • akalgre
  • Auteur
  • heeft eerste post geplaatst
  • 2 reacties
  • Antwoord
  • 11 september 2024
Pharwin van Odido schreef:

@akalgre, Yes, thanks for sending you a copy of your ID proof. I took the case right out and made the adjustment to your date of birth. This was not correctly listed with your Internet + TV subscription. Now all data match. Can you try to add your mobile subscription to your account now? It should work now! 

If it doesn't work, please let us know what exactly you see and how you try (app/web/laptop). Then we can look at another solution!

It worked! Thank you so much for helping resolve the issue

Pharwin van Odido
1 persoon vindt dit leuk
  • Pharwin van Odido
    Pharwin van Odido
Pharwin van Odido
Moderator
Forum|alt.badge.img+8

@akalgre No problem and you're welcome! If there is anything else we can do for you from this side, feel free to let us know. For now, have a great day! 😄

Vind je antwoord in onze Wiki: https://community.odido.nl/knowledge-base of start een nieuw topic.

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