Skip to main content

On December 13, I placed an order to connect fiber optic internet through ODIDO. During the subscription process, I was asked to select my preferred installation date, which I chose from the calendar.

Today is December 31, and nothing—literally nothing—has happened. I tried calling ODIDO customer support, and they informed me that their partner (something starting with a "G") is supposed to schedule an appointment for the connection. They also mentioned that they would send me the installation package as soon as possible. However, when I contacted the partner, they said they know absolutely nothing about my order.

The only thing that has happened so far is receiving a notice from my current provider stating that ODIDO's switching service applied to terminate my contract.

What a mess. I haven’t received the connection, but I’ve already experienced the worst level of service I’ve ever encountered.

Three weeks have passed, and still nothing. I haven’t even received the modem.

After numerous calls to both ODIDO and their partner with no resolution, I’m seriously considering canceling the order. I’m starting to believe that the quality of ODIDO’s internet will be as poor as their service.

Is this how ODIDO usually operates?

Op 13 december heb ik een bestelling geplaatst om glasvezelinternet van ODIDO aan te sluiten. Tijdens het aanmaken van het abonnement werd er gevraagd naar mijn voorkeursdatum voor de installatie, en die heb ik geselecteerd in de kalender.

Vandaag is het 31 december, en er is niets — letterlijk niets — gebeurd. Ik heb geprobeerd te bellen met de klantenservice van ODIDO, en ze vertelden me dat hun partner (iets dat begint met een "G") een afspraak zou moeten maken voor de aansluiting. Ze zeiden ook dat ze mij zo snel mogelijk een installatiepakket zouden opsturen. Toen ik echter contact opnam met die partner, bleek dat ze helemaal niets weten over mijn bestelling.

Het enige dat is gebeurd, is dat ik een bericht heb ontvangen van mijn huidige provider, waarin stond dat de overstapservice van ODIDO een aanvraag heeft ingediend om mijn contract te beëindigen.

Wat een chaos. Ik heb de aansluiting niet gekregen, maar ik heb al de slechtste service ervaren die ik ooit heb meegemaakt.

Drie weken later, en nog steeds niets. Ik heb zelfs de modem niet ontvangen.

Na talloze telefoontjes naar ODIDO en hun partner zonder enig resultaat, overweeg ik serieus om de bestelling te annuleren. Ik begin te denken dat de kwaliteit van het internet van ODIDO net zo slecht zal zijn als hun service.

Is dit hoe ODIDO normaal werkt?

When you use the overstap service, the activation date is negociated with your current provider. They always have a cancellation period of 30 days. So, the earliest date would be close to januari 13. 

The wishdate which you specified can be met when the optical fiber is in your house without a running subscription. 

When you use the overstap service, the activation date is negociated with your current provider. They always have a cancellation period of 30 days. So, the earliest date would be close to januari 13. 

The wishdate which you specified can be met when the optical fiber is in your house without a running subscription. 

The problem is not the current subscription cancellation. The issue is that ODIDO can’t provide the service. I haven’t heard anything from them since December 13, even though I mentioned several times that I would be traveling for three weeks starting January 4. I don’t get it... I mean, what’s the **** problem with connecting the service or even reaching out to the client and sending the package? This is not my first service provider, and I’ve lived in several countries. I’ve never encountered such a bad level of customer service.

The equipment is send 1-2 weeks before delivery date. Than also a link with the installer service (by Guidion) is send to you for making the appointment. Your current supplier will keep the line until the deliverydate so that a smooth transfer can be arranged.

The equipment is send 1-2 weeks before delivery date. Than also a link with the installer service (by Guidion) is send to you for making the appointment. Your current supplier will keep the line until the deliverydate so that a smooth transfer can be arranged.

The problem is that nothing has been sent. Nothing has happened in three weeks despite my calls to ODIDO support and Guidion. Nobody knows anything, and I’m being passed back and forth between ODIDO and Guidion. This is insane. We’re talking about getting connected to the internet in 2024 (2025 almost), not launching a spaceship. I don’t need a provider that can’t even connect me within a month.

Hi ​@y.shchegolev, thank you for sharing this experience. I am sorry this is not a positive one. Please know that we are always doing what we can, but in your case it regards a new Fiber line. We completely rely on the work and planning of Open Dutch Fiber. They need to perform the needed activities to patch and install the line. As we haven't received an update from Open Dutch Fiber, we can only ask you to wait. The date you shared with us is a wishdate, but is never promised. I can see that you have used the Overstapservice. Ziggo will be canceled once our modem is online, so that you are not without any service.

If you want to know what Open Dutch Fiber is doing you can always call them on 088-1633633 to ask. Take in account that they are closed today. 

When we have a date from Open Dutch Fiber and we know when the line will be patched, we will get in contact with you right away. We will make sure you will automatically can make an appointment with Guidion for the inhome installation. Thank you for your patience so far, and the best wishes for 2025!

Hi ​@Cheyenne van Odido ,
Thank you for the explanation. However, it would have been nice to warn the customer in advance that it could take an eternity to get connected. It should essentially be advertised as, “You will be connected eventually, but the real timeframe is unknown,” rather than, “Great news! Fiber optic is available at your address.” If I had known this, I doubt I would have even applied for the connection.

Hi ​@y.shchegolev, I must say that I agree and that we as Webcare team are working on getting this changed on the website. Yes, Fiber is available, but it is not yet ready. If you want, I can cancel this subscription, but of course I hope that you won't. You won't be without service, as Ziggo will deliver services!

Hi ​@Cheyenne van Odido 

I would appriciate it if you can cancel my order and also inform Ziggo that transfer is not the case anymore. 

I’m really in shock how ODIDO operates. “We don’t really have the service, we will eventually be able to connect you, If you want to know more - call all our contractors to get all the info”. I don’t need such quality of service and I could imagine how awful it will be in case I’ll finally get the connection but encounter any issues with it. No, thank you. 

Hi ​@y.shchegolev, I will cancel your subscription. Later today you will receive the confirmation by e-mail. The Overstapservice will automatically be cancelled as well, so you should receive a confirmation about that from Ziggo. I am sorry, and I will share your experience internally. 

Hi ​@y.shchegolev, just to inform you. There is currently an issue with canceling your order. No worries, I made a ticket to fix this. This will be looked at by my colleagues within a few workdays. When it has been arranged, you will receive a confirmation. I will also keep an eye on it myself.

To moderators: INC0713994

Reageer


ForumvoorwaardenCookie instellingen