My internet goes down or have problems every 2 months. This time its worse
here are few ticket number I have. Theres more but i didn't record them all.
73378464 from 30 sep
73569618 from 9oct
73586510 from 10 Oct
why are you guys not fixing my internet. I'm loosing time calling you with no help. I'm stuck and I can't work. I'm paying you for nothing.
Either let me go for free to KPN or ziggo
OR
compensate in invoice. It's not right you're changing full invoice claiming good connection and leaving customer without connection for more than 6 days
almost 20 days me running after your customer care for help.
20 days of chase now. I'm paying extra for mobile data just because of your negligence. my call get disconnected many times when I say "good morning" after their "goedemorgen .....". Thats terrible because I always choose 1 from IVR for english.
Calls to customer care every 2 month. it's terrible customer care.
no compensation. I feel so stupid when I call and explain same thing every time.
Don't Punish me because I choose other internet because yours is very bad and i cant work at all.
Odido says it's KPN fault and KPN say it's odido making false blames.
I've recorded calls from both blaming each other.
I'm now out on holiday and all surveillance of my house is down. If something happens you won't take responsibility.
I'm so disappointed and furious with odido. I read it's not just me. Such things have happened to others also before.
Just don't understand why you guys don't care.
Beste antwoord door Nora van Odido
Hi @BineetKgaur, I have immediately looked into this for you and I would love to explain what is going on at the moment.
I see that on 30 september you have notified us that you have no internet and we have sent a ticket for you to our technical department, so that they could fix this for you. However on 1 October, we have received a request from another provider to take over the line. This is most likely caused if you have applied for a contract with another provider on your address. Now this has caused a new issue to arrive. Normally with these types of requests, the network administrator which is KPN NetwerkNL will switch the line from us to the new provider on the specified date, which in your case would be on 13 januari 2025. They currently have an issue however where they switched the line of multiple customers prematurely, which causes the connection to be disabled immediately, instead of the date on which the new provider will take over.
KPN NetwerkNL is now trying their hardest to reverse this for you and the other customers affected. This is something that only they can fix and as soon as there is an update, we will immediately let you know about this! Of course you will not have to pay for the period of time in which you were not able to use our services. As soon as this is fixed we can refund this period for you.
Are you using an Odido or Ben sim card? In that case I can provide you with vouchers for unlimited mobile data so you can stay online that way until this is solved. Will you let me know if I can send the vouchers to you?
@BineetKgaur My sincere apologies for our late response. Of course, I want to help you!
I immediately looked into the system. However, it is not possible from our side yet to restore the connection. We are doing our upmost best to resolve this with the network administrator. I’m really sorry for the miscommunication about this.
From what I understand, you wish to cancel your subscription with us in case we can’t provide you with a connection shortly. Do I have your permission to set this in motion?
I'd also expect odido to fix the invoices since its didn't had internet the whole October and since 23rd september I've been complaining about the issues.
So ideally since 23rd my internet line was of no use.
Hi @BineetKgaur, I have passed it on to the technical department immediately! As soon as your subscription is cancelled, we can also reimburse the costs for you. Will you send us a message when you have received confirmation of the cancellation? Greetings, Ishana
How long will odido keep troubling me 😑 I'm already moved to KPN. When I called last time they said when things with KPan goes OK they will cancel but they still haven't.
I'm still getting invoice. odido service caller still calling and asking to pay as my subscription is still active till January.
Can someone tell me what's your problem in cancelling my internet contract. I'm keeping phone contract for now.
I've been asking to cancel since almost 2 months now.
Cant provide internet properly, can't reimburse all cost (odido ignored last week of september when internet was not there at my house and made me pay) and now failing to even cancel 😭
Hey @BineetKgaur, I see that a request was made on 01-10-2024 for 13-01-2025 with another provider. As a result, I cannot make any changes to the subscription. The subscription will also end on 13-01-2025.
You know about the request then you should also know that request was to cancel also.
You guys created so much trouble for me and still want to keep going.
I don't know what to say. You guys are all out of sync with each other. Service people say something, customer care says something, here in community your colleague said she can help cancel and you say you can't do it.
@Teresa van Odido asked for permission to cancel if you can't provide internet shortly. And she couldn't provide and did not bother to reply again. couldn't even cancel.
@Ishana van Odido atleast was replying. Not so fast but she atleast replied.
@Tommie van Odido you vanished and i had to ask other people about such experiences.
And now when customer service said they can cancel when things with kpn are ok but they did not and you all failed too.
At this moment we cannot cancel or change anything to your subscription @BineetKgaur, this is because of the request. We cannot do anything about a request with another provider. Your contract will get terminated on 13-01-2025
You people are so difficult to talk to and get anything done.
Can you tell what is this in the app then (the above screenshot)????
I think it says about cancellation on 1-10-2024 and they're waiting for equipment. This was the reason I knew that odido cancelled it and I cam safely move to KPN.
I already sent the devices to odido. Not sure if they received it. Can provide DHL tracking number if you want.
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