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Incorrect advice in-store about downgrading internet plan (2G fiber)

  • April 29, 2026
  • 4 reacties
  • 83 Bekeken
  • 3ca
  • heeft eerste post geplaatst

Hi,

I signed up for a 2G fiber plan at the Odido store in Utrecht (Vredenburgpassage 7) in November 2025.

At the time, the salesperson advised me to choose the highest speed, explaining that all plans had the same price initially, and that I could downgrade the speed later before the promotional period ended.

Based on this advice, the 2G plan was selected.

Recently, I visited the same Odido store again (April 2026), where I was informed that they were unable to process this request in-store and advised me to contact customer service instead.

After contacting customer service (also in April), I was told that since January 2025, it has not been possible to downgrade during the contract period — only upgrades are allowed.

This means the information I received in-store was incorrect at the time of sale.

Given that my decision was based on incorrect advice, I would like to understand what options are available to correct this situation.

Thank you in advance for your help.

Beste antwoord door eric

My advice is, go back to the store. The shop employee who talked with you about this is mistaken, or you misunderstood. As this downgrade can not be made in de systems by customer care people, it might be needed that they cancel your subscription and order a new one with lower speed.

Bekijk origineel

4 reacties

eric
Super User
Forum|alt.badge.img+14
  • ericSuper User
  • Odido Superuser
  • Antwoord
  • April 29, 2026

My advice is, go back to the store. The shop employee who talked with you about this is mistaken, or you misunderstood. As this downgrade can not be made in de systems by customer care people, it might be needed that they cancel your subscription and order a new one with lower speed.

Welkom bij de klant-helpt-klant Community van Odido.
  • 3ca
  • Auteur
  • heeft eerste post geplaatst
  • April 29, 2026

My advice is, go back to the store. The shop employee who talked with you about this is mistaken, or you misunderstood. As this downgrade can not be made in de systems by customer care people, it might be needed that they cancel your subscription and order a new one with lower speed.

In this case casecancelling and starting a new subscription would lead to additional costs, which doesn’t seem reasonable given the circumstances.

eric
Super User
Forum|alt.badge.img+14
  • ericSuper User
  • Odido Superuser
  • April 29, 2026

My advice is, go back to the store. The shop employee who talked with you about this is mistaken, or you misunderstood. As this downgrade can not be made in de systems by customer care people, it might be needed that they cancel your subscription and order a new one with lower speed.

In this case casecancelling and starting a new subscription would lead to additional costs, which doesn’t seem reasonable given the circumstances.

That is why you have to talk to the salespeople in the shop.

Welkom bij de klant-helpt-klant Community van Odido.
rvk01
  • rvk01
  • April 29, 2026

My advice is, go back to the store. The shop employee who talked with you about this is mistaken, or you misunderstood. As this downgrade can not be made in de systems by customer care people, it might be needed that they cancel your subscription and order a new one with lower speed.

In this case casecancelling and starting a new subscription would lead to additional costs, which doesn’t seem reasonable given the circumstances.

Recently we had another case here in the community with the same thing happened. In this case in a shop in Eindhoven. If you go back, the salesrep should acknowledge he was wrong and they can fix it (at least they did in Eindhoven).

Apparently not all employees know that this restriction was put in place in januari 2025. But they should be able to fix it.

 

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