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Good evening,

I am reaching out here as my previous email regarding this issue has been ignored and not answered for a week, and I hope this forum post will get noticed.

I signed a contract with Odido for fibre internet in February after being told that the connection would be established within approximately four weeks. Unfortunately, it took until mid-June for the service to actually start, while very little updates were sent. During this period, I had to maintain my previous subscription with Ziggo, which was more expensive, with no outlook when the change could occur. However, since June, I have been charged by both Ziggo and Odido, which I believe is a mistake on your part.

The delay was compounded by a series of errors on your end. First, there was a significant delay because the technician was sent before the router, so he had to make two appointments more than week apart causing even more delay. When the technician finally arrived, we asked if the previous contract would be terminated one the connection is established, which he confirmed. Despite this, the cancellation did not happen, and I am now facing outstanding payments to Ziggo for June, July, and possibly August.

Adding to my frustration, the internet was out from Thursday afternoon (the 15th) until Friday before noon, which was extremely inconvenient.

Could you please address these issues as soon as possible? I need to know how to resolve the overlapping charges.

Hello @Delft_custorme 

I don't think the overstapservice was an option in your case because the installation date was not known. In that case you have to terminate your contract with Ziggo yourself.

When you use the overstapservice than your old provider will be told to end the contract by Odido.

When the fiber was not in your house during installation, they cancellation service by the new provider could not work. Any cancellation request to an old provider is maximum 120 days valid. 

The best thing now is that you cancell the Ziggo subscription with them.

So because you were late with providing the service I signed the contract for, I have to bear the cost of this? This is the first time you told me that the cancellation does not work after 120 days. This is very amateur of Odido.

It is OK to have that opinion, but first have the Ziggo subscription cancelled, otherwise these costs keep on going.

I did cancel with Ziggo, they said the August still has to be paid for. I sent you an email, based on my call with you more than a week ago. I only got an automatic response that you got the email and nothing ever since. Can you do anything about answering email because ignoring it does not solve the problem? I am very disappointed in the customer service of Odido.

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