Beantwoord

Internet ordered more than a month ago still nothing

  • 22 April 2024
  • 8 reacties
  • 89 Bekeken

Dear Odido customer service,

I am contacting you this way, because there is no email address to be found anywhere and I am being rejected by telephone. 

I ordered Glasvezel 2000  nearly 2months ago and still nothing. One guy came to my apartment a month ago, took some photos because the fiber needs to be connected. Told me he will send another party to connect the fiber. Three weeks ago a guy came again and did nothing, took some photos told me they will contact me soon 3 weeks elapsed still nothing. What can I do in this situation? 

Thanks for your reply and a have a nice day!

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Beste antwoord door Teresa van Odido 12 May 2024, 14:52

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8 reacties

Reputatie 5
Badge +5

Hi @Alex546, I understand that you want to start using your contract with us as soon as possible. This is also what we want! It's good to see you were able to contact us and I would love to give you more clarity on the situation. I see that a technician from Guidion came over to install the fiber for you, but then he found out that there is no Fiber access point available in your house. This needs to be installed first before we can connect you to the Fiber network and the network administrator is the one responsible for that. The technician immediately notified us that there was no access point so that we could contact the network administrator which in your case is VolkerWessels Telekom. We still haven't received an update from them and I am not sure if they have contacted you in the meantime to make an appointment to install the access point. I have now contacted my colleague from the Fiber department, so that we can follow up on this for you. As soon as there is an update, we will let you know about it! 

Hi @Nora van Odido, Nearly 3weeks elapsed from this message and still no updates, Nearly 3months overall waiting. It’s really frustrating now, What can I do, wait another three months? Thank you for you reply and have a nice day!

Reputatie 7
Badge +2

@Alex546 I’m sorry you are still not able to enjoy your Fiber connection. Of course, I will look into the system if I can find any updates! 

From what I see the technician been to your place. However, he could not find the FTU (fiber connection point). Our Back Office is now investigating if this is really the case. From there on they will proceed with the according steps. 

Of course, I don’t want you to be without internet all this time. Please let me know if you’ve already received an Unlimited voucher code. If not, I will send you one immediately! 

@Alex546 I’m sorry you are still not able to enjoy your Fiber connection. Of course, I will look into the system if I can find any updates! 

From what I see the technician been to your place. However, he could not find the FTU (fiber connection point). Our Back Office is now investigating if this is really the case. From there on they will proceed with the according steps. 

Of course, I don’t want you to be without internet all this time. Please let me know if you’ve already received an Unlimited voucher code. If not, I will send you one immediately! 

Hi! So 4 months elapsed from ordering the internet still nothing, one month ago a guy came checked if there is a cable but he couldn’t find it(again). Gave me a phone number to call, I tried to contact them but no one answered, what is this next step in this situation? Because it’s really frustrating. Thank you for your reply and have a nice day!

Reputatie 7
Badge +2

@Alex546 My sincere apologies that you haven’t heard anything yet. I immediately took a look at your case and I see that we still didn’t get a response from the network administrator. 

I immediately contacted a colleague of mine from the Fiber department to contact them again. I expect this to happen tomorrow. I will give you an update regardless! 

@Alex546 My sincere apologies that you haven’t heard anything yet. I immediately took a look at your case and I see that we still didn’t get a response from the network administrator. 

I immediately contacted a colleague of mine from the Fiber department to contact them again. I expect this to happen tomorrow. I will give you an update regardless! 

Hi! Is there any update? I’m still waiting 

Reputatie 7
Badge +2

@Alex546 I immediately went to look, but I can’t see anything yet. I immediately contacted my colleague from the Fiber department again. I’m really sorry that we did not receive a response from the network administrator yet. 

Please let me know if there is anything else I can do for you. 

Reputatie 7
Badge +2

@Alex546 Good news! My colleagues from the Back Office just received an update from the network administrator about where the FTU (connection point) is located. I immediately send a new technician your way with instructions on where to find the FTU. You will receive an e-mail with a link to schedule the appointment. Please let me know how it went and if you need anything in the meantime, let me know so I can help you further. 

Thank you for your patience! 

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