Internet

Hello ​@Fahad 

Do you have fiber or DSL?

Does the issue appear on WiFi and cable? Does the globe turn red when there is no internet?

Hello ​@Waqqas 

Thanks for responding, I have a DSL Zyxel T54 device. It is too darn annoying.

Let me share the video with you. It is 

​@Fahad 

Make sure it is connected to the main connection point where the KPN cable also enters your house.

Please see this video, I’ve fast forwarded the recording but in 8 minutes two times signal got dropped.

Fyi since I recorded the video, it happened again thrice.

Hi Fahad, I want to do everything I can to make sure you can enjoy our services again without any interruptions. I can’t play your video, but I’ll work with you behind the scenes to find a suitable solution. It’s good that you’ve already discussed a few things with ​@Waqqas.

For verification, I’ll send you a DM to verify your information. Once verification is complete, I’ll get right to work on your issue. I’ll then respond to your question in this thread. Thanks in advance for your understanding and for taking the time to reach out!

Please let us know in this thread once you’ve replied to my DM. That way, I or another moderator can assist you as soon as possible!

Hello ​@Anouk van Odido 

I've DM'd you the information you requested.

I'm still experiencing this issue today, and it's becoming very frustrating. As I work from home, it is directly impacting my work and causing significant disruption to my daily activities. I'd appreciate any update on when this can be resolved.

Is there a reason you can’t play the video? Because in that recording you can see signals getting dropped clearly.

Hello ​@Anouk van Odido 
 

Following up on this, is there any update? 

​@Waqqas ​@Anouk van Odido I’m experiencing the same issue every freaking day and it has become extremely frustrating. My internet connection keeps dropping almost every minute, making it impossible to work, stream, or even browse normally. If you can’t help me then please let me know so that I can decide to switch to better alternative.

​@Fahad 

I saw the video, is that wall connection the only point in your house or do you have any of these in the meterkast?

Hey ​@Waqqas 

No that's the only point I have . Now none of devices in my home has an internet connection. Which is really frustrating. 

​@Fahad 

A technician has to check the line than. A moderator can help you with this.

Correction, weird thing is now only one device has internet connection but other devices are connected to router but does not have internet connection.

Do you have an ETA, How and when can the technician be arranged and my issue will be fixed?

Hi ​@Fahad, I am sorry for the silence in this topic. Moderators always work hard to get back to you as soon as we can. When checking your connection, I can see that the KPN NetwerkNL line outside your home measures as unstable. The copper cable can be the cause, or your connectionpoint in your home. I just started an investigation between our backoffice and KPN NetwerkNL to fix this.

Please note that this can take a while, as we see that the problem doesn't lie in our domain. I mention this, because I do see right away that there is a switch to Fiber planned for your connection on June 23. Then, the DSL will be cut off anyway! Regarding the DSL investigation, we will keep you updated!

Hi ​@Cheyenne van Odido 

Thank you for the update.

Initially, I assumed the issue would not get worse, which is one of the reasons I proceeded with ordering the fiber upgrade. However, the fiber migration is still scheduled for after two weeks, and I am concerned about having to deal with an unstable connection for another two weeks if the DSL issue is not addressed in the meantime.

While troubleshooting, I also discovered what appears to be a separate issue with the Zyxel T54 modem/router. All modem lights remained green, and one MacBook continued to have internet access, but all other devices showed "No Internet" and produced DNS errors such as DNS_PROBE_FINISHED_BAD_CONFIG. After changing the DNS configuration and bypassing the modem's DNS proxy, the affected devices immediately started working again.

This makes me wonder whether the Zyxel device itself may also be malfunctioning in addition to the DSL line issue. Could you please check whether there are any known issues with this model, and whether a modem replacement would be possible if the device is suspected to be faulty?

In the meantime, I would appreciate any updates on the DSL investigation, as the frequent signal drops are still occurring and are impacting the connection on a daily basis.

Thank you for your help.

Hi Fahad, I understand that you’d prefer to continue using a stable DSL connection until the switch to fiber optic service. I’ve looked into your ticket. I have to be honest with you, your ticket cannot be processed because the switch to fiber optic service is scheduled for June 23. In the meantime, it’s not possible to resolve this issue with your DSL connection. This is what the technical support team has informed us. I’m so sorry. There are no other common issues with the modem you’re using, so I can’t replace it for you.

What I can offer you is an Unlimited Data voucher for the next 7 days, which you can activate on your mobile plan. That way, you can still enjoy your service worry-free, just via the mobile network. SMS 5269FC78 to 2244 in order to activate Unlimited Internet for the next 7 days. Shortly thereafter you'll receive an activation SMS and you'll be able use the Odido Unlimited network everywhere in the Netherlands. Of course your cellphone isn't the only device which uses the Internet, but no worries! Set up your phone as a mobile hotspot to create a wifi network for your laptop and other devices. You can find the steps to set up your phone as a hotspot on our website: www.t-mobile.nl/telefoonhulp.

Please let me know if everything is clear. If you still have any questions for me, feel free to ask! I'm here to help you.

I thought switching to fibre would finally solve the problems I’m facing with odido internet, guess what I was wrong.

A technician last month came to my apartment and completed the fibre installation. Unfortunately, I've now discovered a different problem that is just as frustrating.

According to the installation report, the technician stated that he performed a speed test in my bedroom and measured 102 Mbps. That simply did not happen. He never tested the connection in my bedroom, nor did he ask me to test it myself. The reported result appears to be fabricated because the actual speeds I get in my bedroom are less than 10 Mbps, sometimes even lower.

The connection is so weak that I can barely browse the internet from my bedroom. Basic web pages take ages to load, and the experience is extremely frustrating.

I switched to fibre expecting a more stable and reliable connection, believing it would resolve my previous issue with dropped signals. Instead, I've ended up with another major problem. It's very disappointing to go through the installation process only to find that the Wi-Fi coverage in my bedroom is unusable.

I'd appreciate it if someone from Odido could explain why the installation report claims a bedroom speed test was performed when it wasn't, and advise how this Wi-Fi coverage issue can be resolved.

Hi ​@Fahad, Guidion contacted you for a new appointment to make sure the wifi in your home is good!

Hi ​@Cheyenne van Odido 

Thanks for looking into this issue.

Yes, they contacted me, and the technician was supposed to come today. Unfortunately, I missed his call, and when I tried to call back just a minute later, I realized it was from a private number, so I wasn't able to reach him.

Could you please ask them to reschedule the appointment?

Hi ​@Fahad, no worries: I have immediately contacted Guidion again so that the appointment can be rescheduled. They will contact you about this as soon as possible! 

Hello ​@Nora van Odido 

hanks for arranging the appointment.

Could you also please let me know how this weak Wi-Fi signal issue can be resolved? The main reason I switched to fibre was to fix the connectivity problem I was originally experiencing. However, I wasn't informed that switching to fibre would result in such weak Wi-Fi coverage.

Since the switch, I'm unable to browse the internet properly in my bedroom. Before moving to fibre, even with DSL, I didn't have this Wi-Fi coverage issue—the only problem I experienced was the connectivity issue over the past two months.

I also understand that the suggested solution by technician is to add a WiFi Plus Booster at an additional cost of €2.50 per month. If I had known before switching that I would need to pay extra to achieve the same Wi-Fi coverage I previously had with DSL, I would never have chosen to switch to fibre.

Could you please advise on how this issue can be resolved without incurring additional monthly charges, as I believe this situation was not made clear to me before I agreed to the upgrade?

Thank you.

No problem ​@Fahad! The strength of your Wi-Fi depends on many different factors, including external factors. I’d like to ask you to follow the steps in this topic. This way, you can ensure that these factors have as little impact as possible on your connection. The difference of Fiber and DSL is not within the strength of the wifi, but it is in the stability and the speed of the connection. Of course this can result in a stronger wifi connection, when the line is more stable and faster than you received on DSL. I see that there is also a wifi point on it's way. I am certain that with the wifi point and the tips in the topic that I mentioned, you will experience a better connection!