Zero help from call center empolyees For the past two days it has become a full time job for me and my roommate to consult on the phone with employees about our lack of internet connection. The situation is as follows: yesterday we were supposed to switch to a new internet provider, as we got a better deal from them. This means - our router and modem had to be replaced. However, due to our new providers fault, this replacement did not happen. We were told that no matter what, our WiFi connection will not stop, until the new provider has sent out a signal that everything is ready. Unfortunately, this was not the case and our WiFi stopped. As anyone, who has a problem with their internet connection would do, we called Odido, explained the situation and asked to be given - if not a solution to the problem, then at least an answer, about why we all of a sudden, after two and a half years of absolutely no problems, were cut out of WiFi. And so it began. Phone call number 1: The employee followed the standard procedure, asked us for our house number and zipcode, made us double check all of our devices - the rauter and the modem, made us hold for about 10 minutes until she figured out further information, then got back on the line and said that there is a general “outage” and that we just happen to be unlucky that it’s happening on the same day that we were supposed to change providers. Very well. We went on the webpage she suggested to get further information about this “outage” and guess what - there was none. Phone call number 2: This time, surely we would have more clarity. Employee number 2 got introduced to our situation, he very patiently listened to everything, made us double check all of the equipment, made us stay on hold for another 10 minutes. Came back to us and said “I will send over a technician”. Great, amazing! When I asked him if he knew anything about a general outage he said there was one a couple of days ago, however now everything should be good and running. Mind you, a couple of days ago we had absolutely no problem with our WiFi at all, maybe just luck. Moving on. Technician: Came, checked everything, changed our modem and router with his control ones - and you guessed it - everything was working perfectly fine, the problem is from outside of the house as he said. He left and practically just wasted his time to prove something we already knew - our hardware was good. Phone call number 3: Again, briefing the situation to an employee. Said employee starts telling us to check our appliances again, to which we politely decline, as we have done it about 25 times today already. He leaves us on hold for another 10! minutes and then gets back to us saying that … There is a general outage. I am quite frank with him, saying, very politely, I find it extremely hard to believe. But he convinces us, and says it will be fixed within a couple of hours probably. At this point it’s getting to be around 5 o’ clock so we give up. Next day: Phone call number 4: This time we were rather impatient, quickly we explain the problem and demand an actual answer. The guy on the phone tells us he will redirect us with someone from their technical team. We hold for 15 minutes. Finally, the phone is picked up by yet another employee that tells us she can schedule a mechanic to come look at our problem for tomorrow. She again vaguely mentions a central outage, however she isn’t able to explain exactly where this outage is or if that is actually the case or not, which leads me to believe there is no such thing and the only problem there is is that Odido has simply decided to end our connection, as we were supposed to change to a different provider, before officially getting a signal that the switch was successful. Nevertheless, we have a mechanic scheduled for tomorrow, my guesses are he will do absolutely nothing, as the problem isn’t really a technical one. So until next week, when our new provider has rescheduled the installation appointment, we are sort of in this limbo where absolutely no one has any idea whats happening and are just passing us around different departments and sending technicians left and right.
