Without internet because Odido is not sending a ticket to KPN netwerk

Hi @EmilioGent, welcome to our Community!

Thanks for getting in touch about this. We've opened a ticket for you with our technical department, who'll pass this on to the subcontractor. Hopefully they'll get you back online soon. 

Thanks for your reply and support Tommie.

A KPN technician finally came for fixing the issue, but he found out that the opened ticket was requesting the wrong thing. He somehow fixed the thing, by cutting and re-fusing the optic fiber cable, but he specifically told me that this solution is temporary and it won’t hold, and that I had to open another ticket with Odido.
I called the customer service another 3 times, every time they told me they would have called back, but nobody did it.

Could you please check if there’s some process ongoing regarding a definitive solution?

Thanks again.

Hi @EmilioGent, thank you so much for this update. Good to see that it has been fixed, but of course I want this to be permanently. I have checked the ticket and informed our technicians about what you just shared, as KPN did not informed us through this ticket. This will be picked up by one of my colleagues!

Hi Cheyenne, thanks for the reply.

The KPN techician took pictures and a collegue of yours at the Odido customer service told me he could see what those requests/updates by KPN were.

I don't know if there was some miscommunication before, but please double check it.

Hi @EmilioGent, it is possible that I don't have access at the moment. I can't see it, but I shared everything in the ticket that is still running!

Of course the temporary solution didn't last and now I am without internet again!

Yesterday internet stopped working, so I called the customer service to complain about these 10 days of nobody caring about the fact that the solution was temporary and told them that optic fiber cable had to be replaced.

Guidion technician came again today and again they were not able to fix the problem, which is replacing the long 5 meters optic fiber caple, because nobody told them.

How much can this awful service go on???

I just received the technical details from the Guidion technician, which I write here below

FTU komt in de meterkast binnen buiten de woning. Er is echter een +/- 5 meter patch kabel getrokken vanuit de meterkast naar de woning. Deze is defect en op de foto is te zien dat de vorige monteur deze aan elkaar heeft gelast of geplakt. Deze dient vervangen te worden met de juiste patchkabel SC/APC - SC/PC. Deze moet langer zijn dan 5 meter! Graag de monteur duidelijk maken dat er in home een patchkabel getrokken moet worden met de bovengenoemde specificaties. Of in home lassen.

Thank you for your feedback ​@EmilioGent. I do indeed see this back and the technician has passed it on to our technical department. Hopefully they can fix it soon!

KPN Netwerk is officially only responsible up to the fiber termination point (FTU), which apparently is located in your ‘meterkast’ outside your living spaces. Everything after that point is for the customer/ISP to take care of. I’m fairly certain that the current connection with the 5m fiber patch cable is not an official KPN solution. It would be wiser to move to media converter back to the ‘meterkast’ and then pull a cat5e of cat6 cable to your router. If there is a route for a patch cable, it should also be possible to pull a network cable.

Could you post some pictures of the current route? Was the 5m fiber patch cable already present when you moved in? Right now Guidion is not doing anything because they want KPN to fix this, but KPN is most likely not going to do anything permanent about this because they don’t want to be responsible for loose fiber patch cables running through the building (rightfully so).

It was solved, the problem was not the workaround made by the technician, but something else in the building. They told me not to touch/ask for fixing the workaround because as Prodigy said it's a mixed responsibility and thus to use it till it holds.

But now it is once again not working! Is it really this annoying? Having a new issue every couple of months?

Hi ​@EmilioGent, I see that a technician has been there in the meantime and has fixed it. Is this correct? Then I wish you a nice weekend! Greetings, Ishana