Incorrect €75 modem fee after contract change / cancellation and new contract

When you cancel your contract, that equipement need to be send back. The serial number belong to the old subscription. That is why applying again for a new customer discount has downtime. You as a customer should have send back all equipement even before the engineer came. If you want to keep eveything the same you should have applied for (a bit more expensive) extention of the old contract. 

The problem is that the installation guy said that he didn’t need to change the modem. I have asked if that wouldn’t be a problem and he said no because Odido could see that the same equipment would be in use. My wife called Odido customer support and they have said the same and now they are charging us. 

What do you mean by “modem”. You normally have a Zyxel router and a fiber ONT. You could consider the ONT a modem but I don’t think that Odido needs that back because normally it’s part of the fiber-box and you don’t have to send it back.

Did you get notices by mail for returning any equipment?

I have the ODF(open Dutch fiber) box that connect to a modem from huawei provided by Odido. From that one goes a cable to the router from Zyxel. 
 

when the technician came he have told me that the router needed to be switched and I needed to give back the old one to Odido. 
 

I asked about the huawei modem as well and he told me that it wasn’t necessary. Odido would see that the modem was reused and wouldn’t ask me to send it back neither charge me for it. 
 

honestly it is as easy as check the Serial number from it and connect it to both contracts and address and that’s what they told us when we called the customer support. They told us that it wasn’t a problem and they would fix it and not charge us. For my surprise, 2 months later, they decided to charge for something I haven’t received. 

Ok. I’m not sure if they want the ONT for ODF back or not. For a Delta connection it’s normal to let the ONT hang (it’s property of Delta and belongs to the fiber connection as a whole).

But maybe they treat the ODF connection differently.

And yes, you are correct. This is just an administrative f@#$ up. Either the technician should have switched the ONT (or leave you with one) or (s)he would have properly communicated this back to Odido. (ONT’s need to be registered during activation so Odido should know you don’t have a spare to return)

​@Odido ​@Odido Follow-ups Can you look at this please.

That’s my thinking as well. They should be able to see that the same one was used. 

Hallo ​@telmoR 

The Huawei modem doesn't neec to be returned, you can return it but if you don't you'll not receive a fine.

You had to return the old router which you did.

Looks like a fault in the administration, do you have the shipping confirmation? What does it show?

I don’t have the shipment confirmation from DHL or postNL anymore  but I do have an email from Odido saying that they did receive the router and that the modem was missing. That’s when my wife called the customer support explaining the situation. 

​@telmoR 

That's strange, Odído doesn't fine you for not returning the modem as it is considered as accesoires. Can you share the email here?