Welcome to our Community! @a.ahmet0050 

Good that you’ve found your way to us, no worries. I’m here to help you! 

I indeed see that the move order has been scheduled for the 27th of May, this is a wish date. Of course, I will change this for you, but I can’t make any promises as it is still a wish date. 

Can you please tell me which date you would like it to be changed to? I will immediately put this in the system for you! You will receive an e-mail confirmation with the actual plan date as soon as we know this. 

About the router, I do advise you to send the old one back, because it is registered to the old subscription. No worries, you’ll receive our newest router! Sounds nice right? 

Hello @Teresa van Odido 

Thank you very much for your answer, I have already moved to my new house and I would like to have internet access as soon as possible.

I also received another e-mail from Odido today, I am leaving this e-mail below. I have not applied to any company other than Odido, I think it is a systemic error. Thank you in advance for your interest and help.

Hey @a.ahmet0050, I immediately went to check on you and saw that a migrate out was triggered before the move was implemented. I can't stop this. Your subscription ends on 02/05 and you need to submit a new application. The customer service representative you spoke with entered it incorrectly into the system. Sorry for the inconvenience! 

Hi @Tommie van Odido 

I really have a hard time understanding it, I did not apply to cancel my subscription or to transfer my internet to another company.

I just wanted to bring my home internet, which I used in my old house, with me to my new house as soon as possible. I would be very happy if you could explain it to me more clearly. Thanks in advance

Hello @a.ahmet0050 

Proably the new owner of your old house applied for an internet connection using the overstapservice. His new provider will ask Odido to stop so they can deliver their internet.

What you need to do now is apply for a new connection via the website, if there is a Fiber connection point in your house it shouldnt take too long.

Hello @Teresa van Odido 

I would be very happy if you could inform me about the latest situation. It has been a really complicated process ‍

Is my internet subscription continuing or has it been cancelled? Should I reapply for a subscription? thank you in advance

@a.ahmet0050

Please read what @Tommie van Odido posted.

​Hey @Tommie van Odido 

As far as I understand, my contract with Odido will end on May 2.

I had a 1-year contract, do I have to pay a termination fee?

You know I didn't want it to be cancelled‍♂️

Hi @Waqqas 

Thanks a lot for your help,

Don't you think the situation is very complicated? I only apply to take my internet with me when I move house, Odido gives me an appointment 1.5 months later.

I want to speed up the procedure for earlier home internet transfer. Then I receive an e-mail from Odido and I learn that my home internet has been cancelled. I signed a new contract with Odido last December.

I may face penalties for terminating the contract. I don't know right now whether I should apply online again or wait for this error to be corrected. ‍

@a.ahmet0050 

If you need to pay a termination fee for your old  connection maybe a moderator can arrange a costless cancellation since it's not your fault

Hi @a.ahmet0050, don't worry: i have looked into it for you and there will be no penalty calculated for the cancellation of this contract, since this is not something that was supposed to happen. At this moment you can apply for a new contract on the new address so we can make sure that you will have a working connection there! 

Hi @Nora van Odido 

Thank you for your answer. I understand that I no longer have an internet contract and I will apply for home internet again

Hello dear Odido employees,

I received an e-mail from Odido stating that my internet subscription would be canceled on May 2 (entirely due to the fault of Odido employees). You can see this email above.

In this e-mail, it was written that I would receive a second e-mail and that this e-mail was about the address to which I would send the modem. However, I still have not received a second e-mail about delivering the modem. I would be very happy if you could help me.

Best wishes!

Hi @a.ahmet0050, I'd like to give you some clarification on this. Currently, the move is pending and has not been processed. The email states the following: The tentative cancellation date is 02-05-2024. This date may still change. Do you use the transfer service? Then we will use the end date of your current subscription. You will receive a message from your new provider. Have questions about this date? Please contact your new provider's customer service. 

Hi @Tommie van Odido 

Thanks for your answer.

The problem is that I did not apply for a transfer to another provider. You told me that my contract was canceled by Odido and that I had to re-apply (please see your message above)

That's why I applied to another internet provider and bought a new internet and I'm using it now.

Hello @Teresa van Odido @Tommie van Odido 

I would be very happy if you could inform me about the latest status of my internet subscription.

I'm currently confused by emails from Odido, thanks in advance

Hi @a.ahmet0050 I double checked the situation for you. I see that the connection is cancelled on your old address by yesterday also due the application by another provider. But I can't see which provider since you don't use the transfer service. But I still see the move order is still open for your new address on our side. I'm a bit lost here. Do you have a new Internet subscription with another provider on your old address for now or on your new address? 

If it's on your old address and it's correct that you take us with you to your new address, it seems that the open move order also got stuck somewhere. I have asked our fiber team to sync everything correctly in the system to make sure the process will go further to deliver fiber to your new address.

If you have a new provider on your new address, please let me know as well. That way I can cancel the move order for you. Thanks!

@a.ahmet0050 I just received an update from my fiber colleague. It's not possible to reanimate your move order due the migrate out from another provider on the address. I'm sorry! Can you please apply again on the website? With a new subscription order it should work to get fiber delivered, but not anymore on the current application. 

Please let me know when you have applied for a new subscription, so we can check if everything is correct. Thanks!

Hi @Demi van Odido 

Thank you very much for your explanatory answer, it is a really confusing situation.

I did not request a transfer to another provider, but when I received an e-mail from Odido stating that my internet subscription was canceled (This was Odido's mistake), I applied to KPN and now I am using KPN internet at my new address.

Meanwhile, the person who moved to my old address brought Odido internet with him as of April 27.

So, at my old address, Odido internet is now being used on behalf of someone else.

The e-mail from Odido said that my internet subscription would be canceled on May 2, but when I checked, I saw that my subscription was still valid.

@a.ahmet0050 Thank you! This is indeed the case and makes more sense, haha. The migrate out was caused by the new person on your old address.But I get that the email that you received was confusing. Don't worry though! The new person is not using your subscription on your old address. Since we deactivated the line on your old address yesterday. I also made sure that your current subscription with the open move order is fully cancelled as well by cancelling the move order. That's the only reason why you saw the subscription was still valid. If you look now in My Odido, you should see it's cancelled as well.  Hopefully this clarifies the situation! If you do have more questions, please feel free to ask. I'm here for you! 

Hi @Demi van Odido 
 

I'm so glad you're here!

I just checked and see that my subscription has been suspended.
I guess I will have to wait for an e-mail from Odido to return the equipment(modem).

Again, Thank you very much for your help

 @a.ahmet0050 You're welcome! Because of the migrate out/move order that's cancelled, the email for returning the equipment can't be restored. But no worries! You can still return the modem back to us. In this topic you can find more information: Hoe stuur je de apparatuur terug? | Odido community. You can put your address and customer number on a note and leave this in the package with the modem. When you go to a DHL Servicepoint (DHL Express ServicePoint is not possible), you can ask them to return this to Odido. That way it should work as well. Please keep the proof op shipment from DHL. That way we know you have returned the equipment and we can check if we have received it. Thank you!

Hello @Demi van Odido 

I hope you are good. 

As you know, my Odido internet subscription was canceled during my move. Approximately 1.5 months ago, I ordered home internet from Odido again, which was supposed to be active on July 19th (today). However, I have still not received any notification from you regarding the installation appointment.

Could you please check your system and inform me about the status of my installation?

Thank you in advance for your help

Best wishes, Ahmet

Hi @a.ahmet0050, I immediately checked it for you! I see that this was indeed scheduled for July 19th. No worries! Our technical department will automatically inquire with the external network administrator if this date has passed. You'll hear from me as soon as I have more information! Greetings, Ishana