Is it normal to see a subscription cancellation in progress after transferring a contract to a new address?

​@Tommie van Odido everything seems to be in order in terms of the cancellation. However Odido requests me to return my previous modem. I didn’t take it with me, because it wasn’t mentioned in the email(it just said I’ll receive a new one, so I wasn’t aware I have to take old one with me) and I don’t have access to it anymore, since my previous apartment was emptied. Am I going to receive a fine in this case?

Hi ​@dtx12, I would like to give you clarity about this! We always send the information for returning the modem by e-mail. I understand of course that this can be completely forgotten when moving or not paid attention to due to all the hustle and bustle. Is it possible to go to the apartment and ask, maybe there is a new resident or you van contact the owner of the house? A fine can be sent if we do not receive the modem. We do not want to do this for you either, but I like to think in solutions!

​@Ishana van Odido in my case email didn’t say that I have to take my old modem with me. Sharing with you an email I received on the 27th of May. I don’t think it’s fair to fine me in this case and would suggest Odido to improve communication via emails, so other users won’t run into the same issue. Also it’s not possible for me to get my old modem, since apartment was emptied.

Hi ​@dtx12, good that you send this along! I checked it immediately and an email was sent on June 19, 2025 about returning the equipment. Do you happen to know if someone already lives in your old apartment? Often a modem gets stuck there and is not taken away when the apartment is emptied. 

​@Ishana van Odido, no, I don’t know who’s living there, and I believe everything has already been thrown away. I requested the transfer well in advance and moved out quite a while ago. The email I received regarding the transfer gave no indication that I had to take my old modem with me. So, in my opinion, this is a communication issue on Odido’s side. If Odido still intends to fine me for its own mistake, at least improve your transfer emails to avoid similar situations in the future.

Also, even if it wouldn’t be emptied, I don’t understand why I should spend my own money and time and inconvenience other tenants by traveling to another city because of Odido’s mistake.

Hi ​@dtx12, an email was sent on 19 June. It looks like this:

Is there still no way to collect and return the modem? I would love to hear from you.

Hi ​@dtx12, an email was sent on 19 June. It looks like this:

Is there still no way to collect and return the modem? I would love to hear from you.

​@Tommie van Odido I don’t know why you’re trying to point me out to email I received AFTER the transfer and AFTER I moved out from my old apartment. I already shown an original email I received in May after requesting the transfer and there’s no indication from Odido side that I need to take my old modem with me. No, there’s no way to collect for me an old modem. Even if I could do it I shouldn’t be responsible for issues with communication from Odido side and spend my own money and time on it.

I’ll just pay the fine—whatever, it’s not worth my time or energy to argue about it. But it isn’t fair, and if Odido had mentioned this in the email I received when I requested the transfer—instead of waiting until after I’d moved out and the apartment was emptied—we wouldn’t even be having this discussion.

Hey ​@dtx12, I totally get where you're coming from. And I get that the email was sent a bit later than a week, especially since you'd already settled into your new home by then. I understand that it's not possible to collect the old modem, and I'm really sorry about that. I've decided to deregister it manually out of leniency, and I hope this helps. So, you won't have to pay a penny in penalties. I really want us to end on a good note! I can totally see why you'd feel that way, it's a tricky situation.