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Beantwoord

Charged €125 for modem I couldn't return due to Odido's own procedure — what can I do?

Hi everyone,


I'm hoping someone here or an Odido moderator can help me resolve this.

I permanently moved from the Netherlands to Italy and contacted Odido about a month before my departure to cancel my subscription. I was told I needed an official deregistration document from my gemeente, but that this document can only be issued within 5 days of departure.
I followed Odido's instructions exactly and got the document; but because of this 5-day restriction, it was impossible to also physically return the modem in that same window before I left the country. I had no choice but to leave it behind.

Now, one week after moving, Odido is asking me to either return the modem or pay €125. I am now in Italy and returning it internationally is not practical or reasonable, especially when the situation was caused by Odido's own procedure.
I feel this is unfair; I did everything I was asked to do. Has anyone dealt with a similar situation? And is there an Odido moderator who can look into this for me?
Thank you!

Beste antwoord door eric

Hi ​@descartador ,

I do not know where you had thr experience that you just could leave routers behind in the house while you move. It is costly equipement and as you did not purchase it in full, the equipement need to be send back the the provider. Maybe in Italië there is only one provider in a house, in the netherlands different providers wirh different modems sell their services.

Maybe you can arrange via the old landlord that the equipement is send back. Otherwise Odido need to replacement it and that is where the invoice is for.

Bekijk origineel

6 reacties

Waqqas
Super User
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  • WaqqasSuper User
  • Odido Superuser
  • May 4, 2026

Hello ​@descartador 

Is there anyone in the Netherlands who can return the modem for you?

Welkom op de Odido community!
  • descartador
  • Auteur
  • is een nieuwe Poster
  • May 4, 2026

Hello ​@descartador 

Is there anyone in the Netherlands who can return the modem for you?

Unfortunately I have no one in the Netherlands I can ask; Im originally from Brazil and relocated completely with no remaining contacts there. Sending it internationally from Italy is costly and logistically difficult. Is there any other solution, or can the fee be waived given the circumstances?"

rvk01
  • rvk01
  • May 4, 2026

Sending it internationally from Italy is costly and logistically difficult. 

So you took the router with you abroad??

 I had no choice but to leave it behind.

Really confusing. Here you say you left it behind (which would mean the next occupant could return it).

So... where is the router now?

  • descartador
  • Auteur
  • is een nieuwe Poster
  • May 4, 2026

Sending it internationally from Italy is costly and logistically difficult. 

So you took the router with you abroad??

 I had no choice but to leave it behind.

Really confusing. Here you say you left it behind (which would mean the next occupant could return it).

So... where is the router now?

Sorry for the confusion, I should have been clearer. I left it at my old address when I moved out. I don't have it with me in Italy. What I meant is that even if I could somehow retrieve it, sending it back internationally would be impractical. I have no idea what happened to it after I vacated the apartment — I assume it was disposed of during the clearance of the property. I no longer have access to that address or anyone who could check.

  • descartador
  • Auteur
  • is een nieuwe Poster
  • May 4, 2026

To clarify my earlier messages: when I moved, I left the modem at the address I was vacating because I was under the impression, based on previous experience and the cancellation process, that no separate return action was required before departure.

I had notified Odido of my permanent move abroad well in advance and followed the instructions provided regarding deregistration documentation. At no point during that process was it made sufficiently clear to me that the modem needed to be returned separately and urgently before leaving the Netherlands.

Because I have permanently relocated and no longer have access to the property or the equipment, I am unable to retrieve or return it.

Given that I followed the cancellation procedure as instructed and that this situation arose from a misunderstanding during that process, I respectfully request that the return fee be waived as an exception.
 

eric
Super User
Forum|alt.badge.img+14
  • ericSuper User
  • Odido Superuser
  • Antwoord
  • May 4, 2026

Hi ​@descartador ,

I do not know where you had thr experience that you just could leave routers behind in the house while you move. It is costly equipement and as you did not purchase it in full, the equipement need to be send back the the provider. Maybe in Italië there is only one provider in a house, in the netherlands different providers wirh different modems sell their services.

Maybe you can arrange via the old landlord that the equipement is send back. Otherwise Odido need to replacement it and that is where the invoice is for.

Welkom bij de klant-helpt-klant Community van Odido.
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