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I recently moved and transferred my internet service. More than a month before the move I went online and changed my address in the portal, after not receiving any confirmation email about the internet move I called in to find out if everything was in order. Apparently it was not on the system, the first representative that helped me was great and tried to have my internet installed on 8  August 2024, unfortunately this could not happen, even after he called a colleague and even put me in touch with KPN, the network provider in my building. 5* service from him. Installation date set for 14 August and everything was completed by guidon perfectly, the issue is that the line had not yet been moved to Odido, the very thing that we tried to resolve during first contact 2 weeks before my move. I then call in to the customer service department and am told that we’re waiting on the work order from the monteur to come through and that I’d be call back in 2 hours. I call back in 3 hours after no call and get told that the colleague that dealt with me will be notified and he’ll call me shortly; still waiting on that call. I then call back the next morning and get told someone will call me in 5 minutes, still waiting. I call 30 mins later and speak to someone really helpful and another 5* service rep. he tries to get the ticket sent through to KPN. I also get told that I can call KPN to try and get them to sort it out for me quicker, this is great as my service provider is telling me i can try and get it resolved myself even though this has been a failing of Odido processes and shocking (except for 2 people) customer service. I don’t mind waiting as I did after my first call, I was assured that everything would be completed on the 14 August, this is not the case and I am now being told to wait again. How is this possible? my case number is 72524401. I called KPN and even though I was assured that a ticket had been sent through to them directly they had no record of the ticket at all and could not help. This is understandable as they’re not my service provider.

Hi @JP Davids, welcome to our Community!

Thanks for sharing your experience. I immediately looked at the ticket for you and I see that we have indeed forwarded it to KPN NetwerkNL, they have accepted the ticket and the expected time for resolution is now: 2024-08-19. I guess the technician just has to go to the district exchange to resolve it and that's why you haven't been contacted by them. Hopefully they will be able to resolve it for you! 

Hi @JP Davids, welcome to our Community!

Thanks for sharing your experience. I immediately looked at the ticket for you and I see that we have indeed forwarded it to KPN NetwerkNL, they have accepted the ticket and the expected time for resolution is now: 2024-08-19. I guess the technician just has to go to the district exchange to resolve it and that's why you haven't been contacted by them. Hopefully they will be able to resolve it for you! 

Thank you very much for the prompt response and confirmation that ticket has now been received by KPN. My hope is that this could be escalated and be resolved before then. I do work from home and while I have the internet codes, hot spotting your phone is not ideal and nowhere near the speeds expected. I understand that 5g/4g cannot be guaranteed but that’s why I have the fibre and why I am disappointed by the delay as I my ‘downtime’ was clearly communicated to my employer and now it seems like it’s further delayed. 

Hi @JP Davids, welcome to our Community!

Thanks for sharing your experience. I immediately looked at the ticket for you and I see that we have indeed forwarded it to KPN NetwerkNL, they have accepted the ticket and the expected time for resolution is now: 2024-08-19. I guess the technician just has to go to the district exchange to resolve it and that's why you haven't been contacted by them. Hopefully they will be able to resolve it for you! 

Thank you very much for the prompt response and confirmation that ticket has now been received by KPN. My hope is that this could be escalated and be resolved before then. I do work from home and while I have the internet codes, hot spotting your phone is not ideal and nowhere near the speeds expected. I understand that 5g/4g cannot be guaranteed but that’s why I have the fibre and why I am disappointed by the delay as I my ‘downtime’ was clearly communicated to my employer and now it seems like it’s further delayed. 

This should have been scheduled for the 14 August the day of the installation as it was a known factor as I mentioned, it was noted by my first service rep that I spoke to. 

2 weeks still no internet

I forwarded the ticket to my colleague who saw that KPN NetworkNL rejected the ticket due to a wrong template. We have now added the correct template to the ticket and everything should be fine @JP Davids!

That’s great! Although it does mean that everything your agents told me when I called in was incorrect. Is there a time frame for this to be fixed? @Tommie van Odido 

Not everything @JP Davids, they did not see that the ticket was set in the wrong queue after the latest update from 17-08. I hope very soon!  

Not everything @JP Davids, they did not see that the ticket was set in the wrong queue after the latest update from 17-08. I hope very soon!  

@Tommie van Odido is there anyway this can be escalated, I’ve been forced to go to the office 2 hours each way for some important work that can be done from home. I seem to be getting the short end of the stick for none of my mistakes. It’s almost the end of another week. 

I have already set the priority to the highest @JP Davids. I cannot do more at this time and I will also have to wait for the subcontractor.

@Tommie van Odido I’m not sure what is happening! I was supposed to be called by your subcontractor on Friday to visit my home and resolve the issue (according to your call centre). I got no call and no one came round. This morning I called you guys again and was told that the issue had been resolved, this was a shock to me as the ONT light remains a flashing red. I now have another call with Guidon, this was recommended by your call centre, who will of course see the red flashing light and say the exact same thing they did when they installed this on 14 August. Please, please can someone sort this out and escalate this to someone that can actually drive this to completion. 

 

@Tommie van Odido I am on the phone with someone that seems to know how your fibre works and he asked some questions that seems to have zoned in on the issue. I received no package from you guys and Guidon used my old ONT, they took pictures and sent it through with my ONT from my old address which I was just told is not going to work. Is there anyway you can get Guidon to come sooner than Wednesday with an ONT (an engineer that has his own inventory) please? This surely can be arranged it’ll take 5 minutes to stick up the ONT.

@Tommie van Odido  So the issue seems to have been resolved by simply finding the package that was delivered to my new address 5 days before moving in and plugging that ONT in. The representative that I spoke to last was 100% correct in saying that it would work the moment that ONT was plugged in as the serial number on your system did not match. First person to do troubleshooting! Pictures sent by Guidon obviously mean nothing and of course the entire call of the line has a break and that KPN has to activate was simply incorrect and not needed. 

That is indeed strange what all is set in motion then and guess a misunderstanding. Are you all up and running now @JP Davids?

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