Hi everyone,
I'm currently having a really bad experience with Odido and wanted to share it here to see if anyone has gone through something similar.
In mid-July, I requested to move my existing Odido internet contract to my newly purchased house. I've done this before with Odido and it was a simple and smooth process, so I expected everything to go the same way this time. Unfortunately, I was very wrong.
My internet transfer was scheduled for 3 August, and a technician came on 6 August to install the modem. After finishing the installation, he told me there was no active line and that Odido had not correctly updated my connection details in the system. He advised me to contact Customer Service.
When I called Odido, I was told that there was a problem with the fiber-optic connection. Since then, I have spent hours on the phone, speaking with different agents and receiving different explanations each time. Than they send again the Gideon techiciian to check anything else was properly working. They try different test, changt the onp machine but without success. They told me to call back odido. I call back and i have bene told that now is KPN foult as they are the owner of the glass fiber. I waited other 2 days and the kpn technician came saying that from his side everything was working and that was odido should figure it out the issue. I have call now my 5th time in 3 days and i explain the entire conversation with KPN and they was erally shoked by it. They deiced to send another kpn technician. They then sent a Gideon technician again to check whether everything was installed correctly. He carried out several tests and even replaced the ONT/fiber box, but unfortunately nothing worked. After all the checks, he advised me to contact Odido again.When I called back, I was told that the issue was now KPN's responsibility because they own the fiber network. I waited another two days for a KPN technician to visit. After checking the connection, he told me that everything on his side was working properly and that Odido needed to investigate the issue further.
At that point, I contacted Odido for the fifth time in just three days and explained everything that the KPN technician had told me. The representative seemed genuinely surprised by this information and decided to schedule yet another appointment with a KPN technician. The fourth technician finally came to my house, stayed for no more than four minutes, and then told me that Odido had sent the wrong KPN department. According to him, the issue should have been handled by the KPN network team instead.
So once again, I had to call Odido back. At this point, I have lost count of how many times I have contacted Customer Service. Despite explaining the situation over and over again, I keep being asked the same basic questions and being told to unplug and reconnect my modem, even though multiple technicians have already confirmed that the problem is not with my equipment.Honestly, I am exhausted by the way Odido is handling this situation. There seems to be no coordination between the different departments, no clear communication, and no ownership of the issue. I keep getting passed between Odido, Gideon, and KPN, while still being left without a working internet connection.
After reading online reviews, I can see that I am not the only customer who has experienced this type of problem. What should have been a simple address transfer has turned into weeks of frustration, countless phone calls, technician visits, and still no solution.
At this point, I am seriously considering switching to another provider. This has been one of the worst customer service experiences I have ever had, and sadly I have completely lost confidence that Odido will resolve the issue in a reasonable timeframe.
Has anyone else experienced something similar? If so, how was it finally resolved? How can i escalate this to upper lever?
